ComplaintsforCleanzen Boston Cleaning Services

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello! Hope this finds you well today. My name is Elora and I am filing a complaint today for a cleaning service on 7/25 from CleanZen in ******, **. They kindly agreed to clean my apartment while I was away on vacation. Though, when I came back I could find little evidence that they actually cleaned the apartment. The surfaces in my apartment were covered with dust and my apartment was worse than when I came left. I've tried to contact the company several times, but they keep punting the issue and only are offering me a partial refund since I won't let the cleaners come back into my space to do a re-clean. I feel unsafe with them coming back into my space. I asked CleanZen if they could send a different team to do the reclean, but they said no. Also, I've provided several photos to the company, but they say it's not enough. I am happy to provide those to you if you'd like. Though, it's a bit hard to see since it's dust on surfaces. Is there any advice you have as to seeking a full refund? The company told me management is the one who is offering me a partial refund, but the representatives refuse to let me talk to management. I'm really frustrated because I feel as though I paid for a service that wasn't done. I honestly can't say they cleaned at all. Maybe moved a few things around, but everything else is worse than it was before I left for vacation.Thank you! Your help is greatly appreciated. Best,*****************************

  

  Business response

  08/04/2022

  Hi Elora, 
  
  We are extremely sorry about your recent experience with us. We always appreciate our customers feedback and we do understand how you feel. 
  
  The morning after the service, you reached out to let us know that you were not pleased with the service. We reached back right away and asked for pictures of the areas missed as proof of the complaint but the first two pictures you send were just a picture of a bench and a trash bin lid with a little dust on it. You told us that you already cleaned the surfaces yourself that day thats why those are the only pictures you can provide and asked for a full refund. 
  
  We do value you as our customer, but we also wanted to be fair to our providers and as much as we wanted to accept the pictures that you sent, we are afraid those two pictures dont really show a solid proof that the whole place wasnt cleaned as it doesn't clearly show all the areas missed. 
  
  The team still offered to go back and do a reclean which you declined and insisted on a refund instead. After this, we reminded you about our policy which we included in our confirmation email that in case you are not satisfied with the service the team would go back to do a reclean no later than 3 days after the service and that no refund will be offered if a reclean was denied. You then asked for a new team and we explained to you that we send the same team to do the reclean so they would have the chance to make things right. Also, our cleaners are independent contractors and they are responsible to fix any issues regarding the service they provided. 
  
  After this, you still declined our offer but since we wanted to make your experience better, our manager decided to make an exception for you and offered a partial refund instead as a final resolution which you agreed to. 
  
  Then you reached out again and sent another picture of a couch saying that nothing was vacuumed and you want to speak with the manager. Our manager replied again and explained why came up with that resolution. The third picture was sent a few days after the service is rendered and considering that you have pets, theres a big possibility that dirt and dust could have already been accumulated at your place during that period. Also, the service was for the whole home, and it would actually be unfair for our team if they wont get paid for the hours they cleaned as again the initial pictures you sent only show a bench and a trash bin and another couch on the third picture. 
  
  We have already processed the partial refund you agreed on initially. We do understand how you feel but we would also want to ask for your kind understanding regarding this matter. 
  
  As always, we value all of our customers and we're always here to help and ready to do what we can to make your experience better. 
  
  All the best.
  
  Cleanzen Cleaning Services
  

  Customer response

  08/04/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Elora

   

   

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