ComplaintsforOG Cleaning Service, Inc.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used this business on two occasions for a house cleaning service. The first time they fell short. The cleaner stated they were there for six hours and they never cleaned the basement, vacuumed the main floor or dusted. I paid 200.00 for this service. The owner, Patrick M*****, stated he would send his best cleaner next time and charge half price. The next time the cleaner cleaned well but she ruined my stainless steel handles on my oven and my microwave. This was on January 20, 2022. I think she noticed that the coating was coming off because she asked what I normally use because she was having a hard time getting it clean. Whatever cleaner she used also bleached my painted cabinets and island. Patrick tried to state my stainless steel cleaner that we’ve used many times did the damage but it took paint off the side of the island where no appliances are located. I provided the stainless steel cleaner I used and she used that on the refrigerator that isn’t ruined. I have requested that the handles be fixed as the appliances are only two years old with a life expectancy of 13-15 years. The handles for the oven per the manufacturer are unavailable. He found a website with a poor trust pilot rating that stated they had the handles. I have spent hours searching for replacement handles from a reputable website and have been unable to locate them. I asked him to come out to look at them or to hire a handy man and he has refused. I am not going to risk fraudulent activity by ordering from a company that isn’t trusted so I asked him to order them. The company needs to right their wrong and make it so my appliances are in the same condition they were before the cleaner destroyed them by whatever means possible. The pictures don’t do the damage justice and are far worse in person. I gave the company ample time to correct this issue. He offered me 200.00 for handles that could be ordered from a website that wasn’t credible. The manufacturer ** states they are unavailable.

  Business response

  03/02/2022

  BBB,
  
  This is in response to ***** ****** ID ********:
  
  First off, it is never a good reflection to get a complaint when operating a small business. This is a service industry business and I take my company's reputation and quality service very seriously. 
  
  The first service ***** received 100% fell short of her expectations. I recognized my failure when it was brought to my attention and my response to her was as followed:  
  
  Hey ***** this is Patrick
  
  I first and foremost want to apologize for the job that was done at your house. Not what we or myself stand for. I take pride in being an entrepreneur and having a small business that is successful. 
  
  I know my cleaners make mistakes and we are not 100%. Expectations were not met and I stand by my company to make it right.
  
  The cleaner I was initially going to send to your house ended up coming down with the flu and knowing you wanted it completed as holidays were coming up I pulled one of my other cleaners to do the job and there was obviously a mis-communication on expectations and what needed to be completed. Not your fault. 100% my fault. Again, I am going to make it right. I want to schedule your next cleaning with my original cleaner Cindy who has a very good understanding of the expectations and tasks to be completed at your house. You will not be charged the full amount this next clean and it will be discounted 50%. I assure you my company can and will meet your expectations this next time and in the future.
  
  I appreciate you working with us, expressing and sharing your feedback. It will allow us to learn and become better.
  
  Thank You,
  Patrick R. M*****
  
  ***** was not charged the $200.00. I have the transaction where she initially paid and it was refunded back. If that information needs to be provided I can certainly provide it.
  
  Second clean: 
  I received complaints on appliances handles. I immediately called my cleaner to get her side of the story and what exactly happened. The cleaner that was used as confirmed by both ***** and my cleaner was a stainless steel cleaner provided by *****. That same cleaner was used on ALL stainless steel appliances. The appliances included, microwave, fridge and oven. ***** sent me pictures of the microwave handle and oven handle which showed some type of distress to them. However, when asked for a picture of the fridge, because I assumed it was damaged as well due to it being stainless steel, it was not provided. The fridge was not damaged. I was perplexed at how 2 stainless steel appliances were damaged but 1 stainless steel appliance was not damaged. Given the facts provided from ***** that 2 of 3 appliances were damaged and the cleaner provided was not my companies I felt it was not my company's position to replace the appliances. Given that is not the response the customer was going to want to hear, I offered to give a $200 allowance towards the handles. One handle was in stock at Home Depot for around $60-$70. The other handle was not being manufactured by LG but was available on a third party website. It is not uncommon to get items from third party websites once they are discontinued. Once they were ordered and came in I would be more than happy to send someone over to put them on. There was not a response to my offer nor a counter offer. ***** was also not charged for this clean. Her husband even called my phone and commented on what a great job the cleaner had done but wanted to express his concerns with the handles as well. 
  
  I do not feel it is my company's responsibility to replace the appliances. ***** has received 14 hours of cleaning labor at no charge. 
  
  I sincerely apologize that it had to go all the way to the BBB. I do believe this should not have a direct reflection on myself or my company moving forward. 
  
  Thank you for your time in this matter. 
  --
  Thank You,
  Patrick M*****
  Owner/Operator 
  OG Cleaning Services LLC

  Customer response

  03/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** ******

   

  I believe the cleaner saw the chemical reaction occurring and asked what I used to clean my appliances. I did not request that she use the stainless steel cleaner. Even so, that’s what we’ve always used and haven’t had an issue. I would have happily provided a picture of the refrigerator but there was no damage. Attached is the last email I sent Patrick which he didn’t respond to asking if he was going to order the handles as the website wasn’t legitimate. He never responded. Had he ordered the handles and replaced them I would have never filed a complaint. The business needs to take accountability for the damage they caused and replace the handles. I don’t need free cleaning service and am happy to pay for the second cleaning. An invoice was never sent to me. The manufacturer is stating the handles aren’t available and the third party website he found the handles on has multiple scam reposts. I didn’t feel comfortable utilizing that company and asked him to order them. The business needs to replace the handles  and have them installed. If a picture of the refrigerator is still wanted I’m happy to provide it. 

*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. ↩