ComplaintsforAspenClean

• Initial Complaint

  28/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I hired AspenClean to clean my home for the first time on Nov 17/22. They provided an estimate of 5 person hours based on the size of my home and other aspects such as 1.5 bathrooms and the fact I have a child. When requesting a quote I also indicated ‘please clean sprinklers on ceiling as they have cobwebs and please clean inside 3 empty drawers in master bedroom’ I prepared my home to maximize their cleaning time. When I arrived home on Nov 17 I noticed the kitchen table and chairs had not been touched and neither was the entryway console, Before looking any further I phoned AspenClean to verify how many hours I had paid for and what they considered to be industry standards. I wanted my money back but was told they provide 100% satisfaction guarantee and would do a re-do. Had I known that a ‘re-do’ would negate any possibility of a refund, I would have declined. I agreed hesitantly for Nov 18. In the meantime, I took photos of some deficiencies and made a list. Neither of the 2 toilet bowls had been cleaned, nor toilet paper holders, toothpaste and hair was still on bathroom tap, a pink ring was still around bathtub drain, the wooden cabinet in the kitchen was not cleaned, etc. Essentially, where industry standard indicates a basic set of items to be cleaned **** **** **** **** ***** ** **** ******, little if any, was evidenced even on the second clean. More than that, the cobwebs were still on the sprinklers and the drawers were still dirty. I left a list on the table for Nov 18. Nov 18: the second cleaning was still substandard. I invited Aspenclean to my home to show my concerns are not exaggerated. I do believe cleaning a toilet bowl and sink is industry standard. They had not been touched. As a result, I contacted Devon at Aspenclean and agreed to pay for 1 person hour as the floors were done. They advised they will only refund 1 person hour as I agreed to a re-do. I agreed to this ***** ****** as they told me there was no refund option.

  

  Business response

  30/11/2022

  Our company provided ***** *** with cleaning services on Nov 17th. We provided her service and cleaned her property as we would have with any of our clients. ***** informed us after the service was finished she was not happy with the standards of our cleaning. As per our 100% satisfaction guarantee, we requested photos of the missed areas and she provided some and a checklist of areas that she wanted re-cleaned. We sent a different team the following day to provide the RE-DO service and attend to the mentioned areas at her residence. 
  
  The team that provided the RE-DO service spent nearly double the time that is typically provided for this service in order to satisfy the clients expectations. Unfortunately, her expectations were still not met. In this rare circumstance, as stated in our company policies that we do no offer refunds, we agreed to her demands that she would accept 1 hour for a refund as stated on 11/23. We then offered her the refund and she was still not happy with the resolution.
  
  We believe there was miscommunication between how we understood *****’s request of the refund and what was provided. In order to resolve this complaint we would like to offer the client an additional refund of 2 person hours bringing the total refunds offered to 3 person hours of 4 person hours for the total work performed.  We hope this offer aligns with *****’s expectation presented in the BBB complaint.
  
  

  Customer response

  30/11/2022

  
  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.
  
  Sincerely,
  
  ***** ***

*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. ↩