Complaints

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this business to do a deep clean of my home. The business owner provided a contract that stated initial/deep cleans were priced higher and that all first time cleans must be paid in cash in full the day of the cleaning. The business did not clean according to the duties outlined in the contract. The cleaning was unsatisfactory and I requested a partial refund and submitted photos of the unsatisfactory services. The business owner refused to offer a monetary refund but stated that she would come back to my home. I was unable to be home when the business owner wanted to come back so I again requested a monetary refund. No refund was provided, the business owner will not provide me a copy of the contract that was signed and has blocked my number and will not respond.

  Business response

  09/07/2022

  I wanted to again apologize for missing a couple areas in your home and that you were unsatisfied. Per my contract that was signed and read by the client it states that if unsatisfied with services there will be no refund provided but I will return to the home to resolve any issues. I asked permission to return to the home that same day once she made me aware the she was dissatisfied, 2 days later and even 2 weeks later after her company from out of town had left, which was the so called reason I couldn’t return to fix my mistakes. I even went against my contract and was going to provide Client with a refund and return to home as well. Client declined all offers and just wanted half of the money returned to be satisfied. After the initial estimate after client agreed with services and signed contract, I asked (as I do every client) if she wanted to take a picture of the contract, make a copy herself or I could make a copy of the contract and bring it back when I come for the cleaning. She said that wasn’t necessary. She was also given a chance to do a thorough walk through and inspect the home after I was finished to make sure everything was to her liking and she declined that as well( I have that in texts saying she wasn’t comfortable doing so), I could and would have fixed those mistakes right then. I have tried every avenue to fix my mistakes. I didn’t block client, I stopped responding after asking multiple times to stop texting and calling as she was saying her company was all laughing at me and it became harassment and off subject and not about my work as I have the texts to show this. I have a contract with her signature on it and at the top of the page clearly states I do not offer refunds but will come out within 24 hours to fix any mistakes as I am just a human and make those from time to time. I sincerely apologize for the aggravation this has caused and will strive to do better every day. 

  Customer response

  09/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  More than a “couple” of areas were missed in my home, to remedy the situation, the entire house would have needed to be re-cleaned top to bottom, so coming back while I had out of town company staying here ‘was not an option as I had already explained to her. The “refund” that she offered me was $50 or approximately 12.5% of the price that I had paid to have my house not be cleaned. So no, I did not find it an acceptable offer to reclean my house “in 15 minutes” as she stated nor did I find a 12.5% refund a reasonable remedy to this situation. I genuinely believe that I should be provided a full refund for the job that was done but that isn’t what I am asking for. I am asking for half of my money back and I think that is more than fair for someone not fulfilling their end of the contract. I asked for a copy of my contract and she told me that she didn’t keep a copy, I also asked for a blank copy of the contract that I signed and she also refused to produce those documents. 
  
  Regards,
  ***** *****

*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. ↩