ComplaintsforPuroclean of Ft. Myers Shores
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Complaint Details
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Initial Complaint
01/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company charged to clean items after mold remediation, and move back the items in the residence. They did not do this. They left boxes of items, and didn't move back the items in the rooms they took them from. Here is the email sent- ************************************* <********************>Sat, Dec 16, 2023, 9:59PM to *****, *******, ************************ Hello I am going to need you to please come back to the residence. I will be here during the day from the 26th, till the 7th. I understand it was difficult with ******** crew in the way, and my husband, however, the job is not complete. As you know, my husband did ask you to wait till I got back before you put the items back in, and I wish I was there, but I have to work.Some of the issues, but not all ,include- there are many boxes that I don't know where the items go ( you said you took pictures). There is heavy, large furniture that needs to go back, the shelves put back in that you took out, the master bedroom curtain rod is missing, the safe is missing, and even if I knew where it was, I can't move it back into the bedroom. In the den, there was a vent it appears, that we couldn't find, so that we can cover the hole. I'm also concerned that when I opened one of the boxes, the items still had dust, which I was surprised by, because I was told you were paid to clean the items, and put them back.Even the dresser in the master has dust on it. I was under the understanding that items going back into the home would be remediated. I asked Monopoly to move some of the items, and bought them beer and pizza so that they would help. They aren't being paid to do this- you were. I couldn't even get in the garage till I spent an hour breaking my back moving them from the entry door to get in. I also spent hours figuring out how to re-hook up the *** Please let me know some dates you can come out, so I can be here. I need the rooms put back the way they were, the items cleaned, the shelves reinstalled, and items found and instalBusiness response
02/06/2024
We do not want to go back and forth on this complaint as we have already been in communication multiple times with this customer. There is no refund due for services completed that a nonprofit paid for on their behalf. We originally offered to return and move back their belongings that were moved out of the way by the other contractors, after the contractors were finished with their portion of services in the home, however she was not going to be available until 3 weeks later. We explained that we have other jobs scheduled around that time but she did not give us a chance to come back. There was no separate fee charged to her for moving the items back, and we cannot monetarily reimburse the food items she gave the other contractor in exchange for asking them to move her items back. The original scope of services and cleaning we were hired to perform by the nonprofit were completed, we are not responsible for construction debris of another contractor that was working on the home at the same time as our business. As for the missing items, there was another business also moving furniture out of their way and not covering/tarping like they should she even pointed out we had not been there while they were doing their scope of work. We are not responsible for their belongings while another business works in their home.
The customers husband qualified their home for a non profit organization to pay for our services. At the time he had a caretaker during the day while the wife was working, however the caretaker quit due to the husbands behavior. The wife still had to go to work; we explained that we cannot be there during the day unless she was present due to the husbands behavior, so we can only work while she is present. There was another contractor working on the rest of the home for repairs at the same time we were cleaning, at the time they had to move items out of the way into the room we were just finishing up. There were items with urine, blood, or smoke that we explained were not salvageable even with our cleaning services. After she reported issues with the construction debris of the other contractor (drywall dust, etc) we had given the option to come back and clean when the other contractor was done, even though the construction debris was not ours. We were not given the chance to come back in a timely manner.
After services were completed there were issues with payment between the nonprofit who was to pay us and also pay the contractors that were in the customers home. There is no refund due to the customer since services were completed per what the nonprofit paid our business for, the invoice attachment submitted with their complaint does not support the customer actually paid us. This invoice was sent to the customer around the time the nonprofit was to pay, when we notified both parties that if no one pays then we would have to place a lien on the customers home. The nonprofit did end up paying in full for services, nothing was paid to us by the customer.Customer response
02/20/2024
Complaint: 21146543
I am rejecting this response because:The company did not admit to the truth and reimburse.
Sincerely,
*************************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.