I hired a cleaning company – We Clean America – because of their attractive ad (see enclosed). However, I was very dissatisfied about the quality of their work as follows:
- The work was done poorly and was incomplete. At exactly the end of two hours, they picked up their cleaning supplies and left. When I objected that they didn’t finish, they said, “we’ll clean it next time…” I argued that they could spend another five minutes to finish cleaning the window. They said no and left. I also had to go around the house and put things back on counters and shelves which they messily replaced after cleaning.
- I had a clearly marked bag of recyclables in my kitchen. They took it. They later claimed they thought it was trash, but when I looked inside my trash bin, all I saw was the trash they collected while cleaning. My feeling is they took it for themselves.
- One of the cleaners broke a ceramic jewelry dish (by designer Laurel Burch which cannot be replaced). I heard the ‘crash’ of ceramic on the wood floor. When confronted they said “it was already broken.” I said that I heard the crashing sound it made and that I would not keep broken ceramic pieces – they would be thrown away. But they insisted it was already broken. I’m very angry at this. This was a blatant lie.
This company requires payment up front as you can read on the enclosed form. You get a discount if you buy two sessions which I did, again, based on their attractive ad.
Afterwards, I contacted ** who either owns or manages the business. During the many conversations we had, she absolutely refused to assist me in resolving any of the issues. I asked about the broken ceramic. She said all I could do was sue the house cleaners that they are contracted workers and she is not responsible for ANYTHING that they do. I said that since they worked for her company, she should be responsible for any complaints her customers would have.
I brought up the fact that if I was as satisfied with the service, I would have hired them on a weekly basis and that I would certainly be happy to recommend them. Again she refused to do anything for me. Don’t businesses want to establish a repeat clientèle? And what about the motto, “the customer is always right.” I have my own business and this is how I run it – if any client is not satisfied, I will redo the work until the job is completed to their satisfaction.
** gave me the name and phone number of the cleaner, ** (323-496-5676). She said I would have to deal with him directly with any problems. I called him and told him how dissatisfied I was with the work but was even more upset that my ceramic was broken. I told him that ** suggest I sue him for the broken ceramic. He laughed and said go ahead! Any future attempts to contact him were met with an immediate hang-up. I checked with the Better Business Bureau and found that WE CLEAN AMERICA has an “F” rating. I have enclosed the BBB report. The BBB did all they could for me but since ** refused to work with them, nothing was resolved.
She eventually had the owner of the company contact me – a very angry and threatening man who told me in a loud and shouting manner that if I don’t stop contacting them, they will get a restraining order against me, take me to court, etc. Whenever I tried to speak, he would speak over me and just repeat this same message. Here is a company with what I feel is a fraudulent advertisement that has an “F” rating from the BBB, and will not work with their clients to resolve any matters. Are there laws against this? Where does the work ethic come in? Why are companies allowed to get away with this sort of conduct?
I contacted many agencies, including the Department of Consumer Affairs. Unfortunately, nothing was done for me. It seems that this company is going to continue running its business this way and I know that clients will encounter the same type of service and behavior as I have. I contacted a law firm and as we spoke, we came up with the idea that companies should have a rating system similar to what the restaurants have – A, B, C ratings that are displayed in the front of the restaurant. These ratings should appear on these ads. I got this ad in a mailer. If I had checked with the BBB prior to hiring this company, I certainly would not have hired them.