ComplaintsforEliteness Cleaning Maid Service

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I book for a deep clean on a Tuesday July 12th, evening and was told the "cleaners" would be there in Thursday 14th. A hold for $333.37 was made on my bank account..and my reservation time was 10am-12pm. At 10:30am Thursday morning I called because no one was there, I was then told the CLEANERS would be there BETWEEN 10am and 12pm, which is a big difference than implying the would finish during that time. About 11am the ONE CLEANING GIRL SHOWED UP. My condo is 1730sqft and three floors, 3bed/3 bathrooms, 3 Walk in closets.. the young lady arrived, I showed her around. Nothing in my home is extremely dirty but I've had three surgeries in the last year and one roommate was moving out with another one in. I had already cleaned in the microwave, stove, bathtubs before I decided to hire a cleaning service.. I knew one girl was not going to be enough... Which she explained if she brought someone else with her, she woul lose money, as she was a contractor that owned her own company and actually loses money working for this company. Most of the items listed on the check list were not done, the baseboard were cleaned ONLY IN ONE BEDROOM, DID NOT TOUCHED IN TWO, NOR THE HALLWAYS, FRIDGE NOT TOUCHED , KITCHEN SHE WIPED DOWN ONE WALL, NO CABINETS, THE BATHROOMS SHE RINSED THE TUBS I CLEANED, DID NOT CLEAN BUT 1/3 BATHROOM MIRRORS, only vacuum 1/3 bedroom throw rugs, wiped 1/4 tables in living room, used my vacuum as hers was broken on maybe 12 inch spot in my living room out of a 12ft x 12 ft beige carpet... The bedroom dirt was swept into air vents on the floor. I have four cats, which they knew when pricing me.. the beds sheets I left on bed were put up instead on on the bed. Dust bunnies think on fans, baseboards, hallways, tables, mirror spot, basically the home was wiped down if that much. I felt so bad because I thought she was working he hard but when out of sight nothing was done and I tipped her in $60 cash. 3 days after I asked for refund they took money refund to me

  Business response

  08/29/2023

  Dear ****** *******
  We hope this message finds you well. We want to express our sincere appreciation for bringing your concerns to our attention through the BBB complaint. We take our customers' feedback seriously and are committed to resolving any issues to your satisfaction.
  

  After carefully reviewing the details of your booking and the subsequent interactions, we would like to address your concerns and provide a clear explanation of our policies and the actions taken:
  

  Initial Booking and Service Completion:
  On July 11, 2023, you scheduled a moveout cleaning for your home with us, which was conducted on July 13, 2023.
  Following the service, you provided feedback that the work looked satisfactory and signed off on the completion.
  

  Subsequent Contact and Re-Cleaning Offer:
  On July 14, 2023, you contacted us again, expressing concerns about some areas that you felt were not adequately addressed during the cleaning.
  We promptly responded and offered to schedule a re-cleaning to address the specific issues you mentioned.
  

  Refund Request and Policy Explanation:

  Later that same day, you indicated that you would not be able to accommodate a re-cleaning due to your impending departure from the location.  Understanding your situation, you requested a full refund for the service.  We explained that as per our terms and conditions, a refund for services already rendered was not within our policy. Our priority is to provide the best cleaning services and rectify any concerns, including offering re-cleaning.

  Compliance with Policy and Customer Satisfaction:
  Our goal is to ensure customer satisfaction and adhere to the standards set in our terms and conditions.
  We sincerely offered the re-cleaning option in an effort to address your concerns and ensure your satisfaction with the service.
  While we understand your request for a refund, our commitment to upholding our policies and delivering quality service led us to offer the re-cleaning option, which you declined.
  We genuinely regret any inconvenience you may have experienced and apologize for any misunderstanding. Our team is dedicated to providing excellent service and ensuring your satisfaction.  We would like to thank you for giving us the opportunity to address your concerns and explain our position.
  
  

  
  

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