Complaints

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transction date 4/19/23 ******** from tsl ( owner) was contacted regards to a deep cleaning of my home so that my child that has been hospitalized would come home to a freshly cleaned home and bedroom of a 900 square foot home. ******** brought a employee with her .she stated that her employee got poked and had to leave ******** did not clean either and left with only cleaning a stove and microwave.she charged me 250.00 for a full deep clean that entailed cleaning my daughter's bedroom,2 other rooms 1 1/2 bathrooms a living room dining space and kitchen she insisted she needed cash and payment received before service,she knew the circumstances with my child being at the hospital in icu and left without completing the house.after asking for a refund since she did not do a deep cleaning on my home she refused.after many attempts on trying to resolve this,so that I can obtain another cleaning company she stated she was not giving my money of any amount back to me What was supposed to be completed was badebiards,floors light fixtures heating vents ,vacuuming cleaning of oven,counters all appliances sinks,refrigerator ,windows ,dusting cabinets, floors ,walls bedrooms ,shower stalls,toliets ,steps and blinds.bone of this was completed

  Business response

  04/26/2023

  Dear Kay Haddox, BBB Dispute Resolution Team,

  I am responding in direct response to this and the only complaint we have ever had, as we have held a 5 star rating prior to this. The day I scheduled a deep clean with ***** **** was through Facebook messenger as she asked if I had room that week to fit her in. I was unaware of the condition of the home prior to scheduling and the health/hoarding hazards to clean. This customers statement does not include the serious problems we had encountered while cleaning the home. Such as my employee getting stuck by a used insulin needle that was open and on the side table. My employee then left to go to the ER immediately for testing as the needle belonged to her sick daughter that was currently in the hospital for reasons unknown. Even during these circumstances I continued to clean the kitchen, dining room, first floor bathroom, family room and floors. ***** told us when we got there the 2 rooms upstairs did NOT need to be cleaned, only her daughters room. I even checked all the rooms and the 2 rooms told to be left out were locked. The daughters room floor was filled with clothes and her personal items that covered the floor. At this point it became my first priority to keep my health safety and opted out of going through her things to keep from possibly getting pricked myself. My husband (the owner of the company along side myself) came to help finish which was only the bathroom upstairs. This bathroom had no lighting in order to be cleaned properly. I messaged ***** to let her know there was no light in the bathroom and that we were not able to clean it. Other than those 2 rooms besides what did not get done, our $260 worth of cleaning was spent in hours there cleaning, 3:15pm-7:17pm. I cleaned filth off the floors that had bugs stuck in it. The job became a severe health hazard. We did the best we could unfortunately in the conditions of the home. My employees health comes first. My response to ***** stating that she wanted a refund was that the amount left owed to the few things left undone would be going toward my employees $705.00 medical bill. I have filed harassment claims on our Facebook business page for untruthful claims. Such as me asking for cash up front, as this was not true. ***** was leaving to go to the hospital and since we had not discussed payment I asked how she would be paying and I said I accept zelle, Venmo, cash, and checks. She said she was going to be sending her husband across the street to the bank for cash and did so on her own, paid us and left. My clients always pay me when the job is finished unless they chose to pay ahead. ***** has had multiple people who we have never even cleaned for leave negative reviews. There have been comments from people I have never even heard of. She is not entitled to a refund due to the hours already spent cleaning extreme conditions of clutter. I never gave her a quote regarding cleaning of clutter and debris in her daughters bedroom. The series of events that happened while on the job are unfortunate. 

  Customer response

  05/02/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19964852
  
  Hello,I'm not sure why I can not respond to the email but I reject the statement the owner has wrote.she did not complete any work that she did,I have cameras in the front and back of the home,she was sitting on the porch for the majority of the time.I requested a deep clean,the lights in the bathroom worked fine and I even offered additional lighting.she did not clean out the fridge due baseboards or dusting or vents as her page displayed I paid 260.00 and she requested this up front.she did not do any of the work that was talked about at all.she also had her husband there ,she stated to help but they quickly  my opinion the they did not want to complete the job ,the entire upstairs was not completed .blinds were not done ,it was basically as I left it besides the stove and microwave.if the job was to large in which it was not with the exception of my daughter's room and that is why I told her not to worry about the other two rooms.she was running late from her other cleaning as she stated in a text message it was a mess. I feel they received funds and took off.i have a housekeeper that comes every week and has never had a issue.i asked for at least a partial refund and that was not even given this is the state of my home when I returned after thier cleaning. I have times from my cameras with voice and many other pictures if needed and I can send screen shots.

  Thank you

  ***** ****

  
  
  

  Business response

  05/15/2023

  I stand by my first response and have nothing further to say. 
  Thank you. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩