Complaints

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In short they claim to do all this detailing over 2 appointments, but don't. 4 people in and out of my house over 3 hours and hardly anything off the list they give you was done. Not to even mention the invasion of privacy and then talking about it to each other like children (they didnt know i had come home and heard the whole conversion). Then i was dismissed by the office lady Amanda when i called, she made some claim "oh they pull out drawers to clean them" expect they werent clean, there was still dust. Then proceeds to claim the drawer that was being discussed was already open when they got there according to the supervisor who was "there the whole time and she didnt hear them talk about anything". Expect its all on camera and it wasnt open and she wasnt there the entire time. Don't get me started on the things they broke. Point being, they dont care, and even if you have a legitimate claim or concern they will dismiss you. - There is still dog hair and dirt in many places - The doors were not detailed - A display shell that was on a shelf was shattered - The shelves were not dusted - None of the baseboards in any of the rooms or hallway were detail cleaned - There is dust on the drawers that were claimed to have been opened to wipe down. The discussion of personal affects is one thing, but to go through stuff to look, is unacceptable. Not to say that absolutely nothing was done. There was a basic clean done to the house, but that is not what I was told I would be getting for $480 with double the amount of people.

  

  Business response

  03/31/2023

  Mr *******-

  There is some confusion regarding what type of services we offer.  We do not clean off surfaces, organize things, move furniture, or clean up animal urine or feces.  The surfaces must be cleared for us to be able to clean, not all cluttered up.  We requested these pictures so we could take care of this in our office.  We also asked for the video so we can turn it over to the proper authorities, if there is any proof of what you are saying.  The email address was given to you to send them and we have not received anything. Only bashing on Facebook and now the BBB.  We are not miracle workers.  Yes, we had four people in your home because there was more cleaning that needed to be done than typical.  You were only charged the regular price of two cleaners.  This is something we do everyday.  It's called team work.  We all help each other before leaving for the day.

  Our manager was in your home and spoke with your partner for about fifteen minutes.  During that conversation, they discussed the shell already being broken before we got there and the fact that we don't move furniture or move things off of cluttered up services, which is what all the pictures look like they reflect.  Our manager and the team that was in your home don't recognize a few of the surfaces from the pictures that were sent.

  We completed the first detail cleaning on 3/14/23.  We also had a manager in the home on this clean.  We never heard from either of you regarding there being issues.  Depending on what the home looks like, it may take a few cleanings to get it to our standards,  To be clear, you were charged $240 for each cleaning.  Once we receive the video that you have spoken of, we will take care of the issue accordingly.  Until then, we have no proof of any of our employees doing wrong and can't accuse them as doing so. 

  Customer response

  04/05/2023

  There was no confusion about what was supposed to be done. The brochure as well as the online form clearly states what was supposed to be done. Aside from the one surface being "cluttered" everything else was clear to be cleaned. Also I didn't mention or think that you would be clearing off my tables for them to be cleans - that was never expected or mentioned. No one claimed you to be miracle workers. But basic things that should've been done weren't or were half done with no care.
  
  So the video footage was really 2 fold. 1 - to prove that what I was told over the phone about how "my drawer was already open when you got there" was false. and to dispute the fact that you said they opened it to be cleaned...which again was false, because there was still dust. The video you are referring to has already been sent to the proper authorities so you don't have to worry about that.
  
  I sent you an email and I never received a response, which I never intended on receiving one anyway the way other people's reviews went. 
  
  I have many other pictures I am happy to share with timestamps. The ones I sent were of common areas that were easy to see. And if they were in fact doing what they were supposed to like cleaning the baseboards, they would've seen that there were other areas to sweep as well. 
  
  Not sure why you mention moving furniture or cleaning up animal mess - that was again never an expectation or concern. You also make it seem like my house is filthy, which its not. Dogs go to the bathroom outside, cats go in a litter box which had just been cleaned before y'all got there.
  
  Again, what you promised and what was done are 2 different things. You (Sandy) came into my home and looked around, it wasn't filthy or trashy - there wasn't gross stuff caked everywhere. It is a house that's just been lived in with some dust and dog hair and we needed a little extra help which really you just gave us more work to do.
  
  No accountability. After the first clean I assumed I got what was supposed to be done mixed up, which is why I never said anything as you break deep cleaning into 2 separate visits. it wasn't until they left after the second that I went back to see everything that shouldve been done that wasn't.
  
  This boils down to a few issues:
  - Empty promises
  - Dismissive office lady
  - Not taking responsibly even though pictures were clear
  
  P.S. I have also reached out to a Google Rep to look into your google reviews and verify they are legitimate. You should be hearing from them soon. 

• Initial Complaint

  10/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Cleaning Authority employees went to the WRONG address and couldn't get into the house so they charged us a fee of $105. I called them to ask what the charge was for and the office manager (?) Amanda said it was because they couldn't get into OUR house to clean it. I work from home and was home all day. The Cleaning Authority employees never came to OUR house. When I tried to explain to Amanda that the employees clearly went to the wrong house she became rude and aggressive and hung up the phone. She also behaved in a similarly unprofessional manner with my wife. Despite all this they still submitted the charge even though they were fully aware that it was a fraudulent charge.

  

  Business response

  11/02/2022

  The only charge that was incurred was the lockout fee, which is half of the customer's clean that day. This is for  coming to their home and not answering the door or phone calls when the office called to notify them we couldn't get in.  The team waited twenty minutes for  your wife to respond to the office's phone call or for the you to come to the door after the team tried many times to get in.  We were unsuccessful.  This home is located approximately 30 miles or 45 minutes away from our office.  When we weren't able to contact anyone, the team left to drive back 30 miles to their next home to clean.  We didn't receive a call from the wife until after 2:30, four and a half hours after the office's initial call.   Her excuse was she was a teacher and wasn't able to get to her phone.  However, my wife and daughter are teachers and are able to contact me while at school.  Coincidentally, this phone call from your wife, came five minutes after we sent a companywide email out to all of our customers ensuring they are aware of our lockout fee, which all customer's are charged if we are not able to get in the home or no one comes to the door.  Why do you think you should not be charged this lockout fee when all of our other customers are charged this fee? The comments on Google are not appreciated and neither are the harassing phone calls from yourself after the issue had been discussed with your wife.   You have edited your response on google to add my Operations Manager's full name with allegations that are not true and are considered slander.  After looking at your full Google profile, you have beaten up most every business you have done business with by providing that company with a bad  review.  I have contacted Google and they are looking into this 

  

  Business response

  11/04/2022

  In this rebuttal, you didn’t mention anything about our office calling your wife and not hearing from her until four hours later or you for that matter.  When they didn’t show up, as you stated they didn’t, why didn’t anyone call to see where they were and why they hadn’t arrived? You waited four hours, about 3pm- 330pm, which you can see on your call log, before we heard from anyone from your home and were complete with our day. There’s many communications that go out to our customers to let them know when we will be at your home. . We are a franchise and have 260 locations  across the US. We all use the same systems. The lockout fee is because We had to pay our employees for the time they were at your home waiting for you to respond and the gas to drive there and back. Plus the time it took off our schedule.  We are going to refund your lockout fee so we can continue to focus on our current customers and not spend more time on someone that likes to bash businesses around him. Please allow 7 to 10 business days for this to be credited back to your account. If we receive notice from our bank that you have already received your money back before the credit has gone through, we will not be giving you a refund on our part. 

  Customer response

  11/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Having said that I would like to clarify a few points.

  To The Cleaning Authority:

  How and when my wife chooses to respond to you is irrelevant. The only relevant fact in this case is that you went to the wrong house (I’m being charitable - you also lied in both your response to my review and in your response to my complaint to the BBB) and tried to bill us for your incompetence. I didn’t call to ask where the cleaners were because I am completely uninvolved in the scheduling of cleaners. My wife handles that. She did not respond to your call for several reasons. First - she was busy at the time you called her. She has back to back classes without a break until 3 PM.  Second, the number did not display “The Cleaning Authority” when it popped up on her phone with the result that she thought it was a spam call. As for your blatant lie about my reviews, in the last 6 months I have posted 6 reviews. 3 have been positive - 5 star reviews. 3 have been negative - 1 star reviews where I received absolutely awful service. Perhaps next time this occurs (and I have a strong suspicion that this will occur again with your outfit) you might actually do a little more research and save yourself the humiliation of being proven wrong so easily.

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  03/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cleaning in my home on March 7th, 2022 from 1:30pm to 2:30pm. Broken mirror screwed into wall. Previous visits have resulted in chipped granite countertop, ding up walls when vacuuming, broken glass container in upstairs bathroom. This company also did not compete the job paid to do. Items were not cleaned appropriately or skipped completely.

  

  Business response

  03/21/2022

  Business Response /* (1000, 5, 2022/03/10) */ Please call our local office with any issues you have with cleanings and we will be glad to speak with 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. ↩