Complaints

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had moved out of a house at the end of February and yes the house was left a mess. We picked up what we could and at the end of March I spoke with Kickn up dust housekeeping to clean the place up. She did a walk through of the house and said she would be able to clean the place. I did say there were bug and I was going to set off a bomb (at this point the bugs had a month of free reign of the house to multiply) and it would help kill some. I set up a day for her to come clean and paid her in advance for the day. She arrived that day and did another walkthrough with another girl and still said she would do it. I got a text saying they found a lot of bugs and they would need to get a fogger and other things and it would take a few days to clean because of it. Later we were contacted by the landlord saying they were getting pictures from the cleaning lady and that she would no longer do the service. She said there were bottles of pee as well as p*** on the walls and would not do it. I texted her about if she was going to do the service or not she said no and I asked for a refund. She once again said no she would not and stated it was beacuse of what she had to buy (in the invoice all cleaning supplies needed for the house and commercial chemicals would be provided for a deep clean/move out) and that she had already paid her people. In the invoice or speaking to me she did not once say that if she did not finish the job due to something she would keep the money. She did not do the cleaning and wont do it and wont give our money back.

  Business response

  04/24/2024

  HI, I did receive your letter of complaint.  Thank you for the communication.  I did go to this house and give a quote.  I did make it 100 % clear that the clean was able to be done once the house was vacated of people, debris and furniture.  I did not have a haul off for this customer in the estimate.  The amount of belongings between trash and furniture would be enough to fill a 16-foot trailer.  This was not agreed upon.  Again, the house was to be cleared of all debris, other than maybe a few bags of trash, which would have been fine.  She did say there were a few bugs, I did tell her i could handle that.  On this particular visit I did a very brief walk through and was very anxious due to the sudden outburst of the client crying and telling me she was afraid to have a housekeeper come help because she didn't want someone to call cps on her for the condition of the home her and her children were living in.  I followed her down the hallway, took a brief look from the hallway into the rooms. I then went back to the living room the client was currently working in, gathering items to remove from the property.   I let her know just to remove everything from the home before the clean, and we would come clean the empty house.   I quickly left the home and let her gather herself back from breaking down while i was there.  The estimate was sent after that visit.   She then requested that I do the cleaning without pay, on her promise that she would pay me in payments starting 2 weeks after the clean.  I ran the idea by my crew, and they said no, because they were not familiar with this client.  So, I let her know that we would need to charge her as we would anyone else.  She then called me after a few days, or texted.   Let me know she got the money together, and asked if i could do the clean almost immediately.  I moved other clients i had scheduled for the day she requested and put her on the schedule.  She sent money to pay for the clean.  Great!!  We were ready to go.   I went to the home and met her the day of the clean, she said her husband and his friend had been loading and taking household items and she had loaded her car full of things.  I walked in the living room and saw she had gotten most of her items from inside there other than some trash   I assumed she had done the same with each room past that as well.  I let her know we would get it started.  I went to the store picked up all items needed for cleaning and picked up my crew.  Went to the house and opened up windows for fresh air because there was a smell of urine and f**** from animals i assumed.  When i opened a window, a nest of roaches, alive roaches fell down on me.  I stopped threw them all off of me and asked my crew to walk through each room and look for roaches.  To my Suprise, there were thousands of live roaches in the house.  A few bugs is not the same as an infestation.  So, my crew and me set 8 ***** bombs off in the house and left.  Well upon going room to room to set these up, we discovered that there was a house still full of trash and debris, as well as furniture, and yes, we found, and documented f**** smeared on walls and a lot on the carpets.   Then in one of the children's rooms there was water and juice bottles full of urine that were buried under thrash we were moving out of the way to have a small space to set the ***** bombs.    the smell of urine was so strong that we had on face masks while in the home. The refrigerator was full completely full of rotten food to the point that opening the fridge made us all instantly nauseous.  These things are not acceptable.  I clean refrigerators, but removal of items inside was her duty because she did not pay for a haul off.  There were couches, a desk, computers, TV's. and trash filled every floor.  the dining room couldn't even be walked through due to trash.   By the time we left the house for the bombs to have a 6-hour span to work, and be safe to reenter, we had already been on the job for over 4 hours.  not to mention the 6 hours wait for the air to clear.  She paid me for an 8 hour move out clean with a crew of 4 people    10 hours was about to go by, and i had 4 people booked to clean that house for that day.  I told her when i left after seeing the house while we went through to set the ***** spray bombs, that she did not vacate the house so we could clean as promised.  She also knew there was an infestation of roaches, not just a few bugs as she claimed there were before.  Then to find urine and f**** even smeared on walls?????     Not safe for anyone.   So, I told her, my crew showed up, I spent money on cleaning agents, and crew members for her scheduled clean that day, and she did not leave me a home ready for a clean.  She left the home full of items that made it impossible to clean.  She understood what she needed to do so we could go in and clean the home in the 8 hour span i had cleared for her.  She lied and used my sympathy to get over $4,000.00 worth of a clean done for the price of a regular move out clean of a few hundred dollars.  Leaving f**** and urine in the home, and the bugs, then the rotten meats in the fridge and deep freeze.  This all requires biohazard clothing and equipment.  As well totally different supplies than my regular cleaning supplies because everything I use on a clean like this has to be thrown away after the clean.   I did not refund her because She took my crews time, and what I spent on supplies for her home, came from the money she paid.  between the supplies and crew for the day there was $75. left over, which didn't even pay my wages.  No big deal.  I did notify the homeowner that the house had f**** and urine throughout, and we had just set of bug spray bombs so the home could not be entered for at least 6 hours for safety reasons.  Its my responsibility to see to the safety of anyone who has access to a home i am cleaning or prepping for a clean.  I was then asked for pictures of the home by the owners, and i sent them.  It is there home.  What ever interaction they had with my client, is not my business.  I do not join in on drama, or issues between people i know nothing about.  I try to be courteous, and considerate of everyone when i work.  At the end of the day, she took up my crews time, fuel, and money was spent on a home we then realised we were lied to about.  So if she used our time, she pays for that time, and supplies.  I have never in my years had any one client decieve me and use sympathy to get a job done.  Honesty goes a long way, and I do help anyone anyway i can.  My purpose is to bless people, not to burden them.  My crew has family as well to feed.  So when they show up for work, they need to be paid.  If a client decieves us, they are still responsible for payment when my crew shows up for a scheduled clean.    Because that slot of my schedule is worth money I would have made if it was not taken by her, it would have been booked up by 4 others.  So the scheduled time has to be paid for.  There will be no refund on this job.  

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