ComplaintsforROC Scrubby

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This business has been reported several other times for this issue but we were repeat automatically charged for cleaning services that were never performed. Some was refunded but 1833 is still owed. I attached the screenshots from the bank with the charges. The charges should have been weekly with only one $300 + dollar charge but as you can see I was billed multiple times a week. I have texts and other correspondence with the owner where he verified what he owed and sent a check (which bounced) and a confirmation of a cashiers check (which never came). Now the owner has changed the business name to WNY maids. Please follow up with that business name as well.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We started with Roc Scrubby over 1 year ago - the company provided cleaners to clean our house. From January to April the company was charging our credit card for several multiple times for each time the cleaning person came, totaling several thousand dollars before they finally refunded the money after much complaints and conversations. Now, on July 26th the company charged our credit card $175.52 for a cleaning that wasn't scheduled and again on July 28th for the same. I contacted the owners and was told it was refunded to our card but that has not happened. We had to cancel our card and have contacted the owners multiple times, now with no response. The company changed its name to *** ********* without telling us Now

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was charged $379.90 on April 25th for a cleaning that was never requested, never scheduled, and never happened. This was a fraudulent charge that they refuse to refund. I utilized the company for a one-time move-in cleaning on October 1st, and they kept the billing information on file and charged me again in April. Upon my first call to them, they assured me it was a billing glitch and would be refunded. I gave them 10 business days before calling again and leaving a message, which went unreturned. My partner called from a different number and they were quick to assure him it had been processed by the bank (the date given was Sunday 5/12 for said processing), and over two weeks later we have yet to see it processed. I have had to file a dispute with my credit card company to try to get ROC Scrubby to reply to them.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  A cleaner damaged a smart screen tv I had and so I spoke to the manager and he stated he would submit an insurance claim and pay me for it. After a couple months of never getting calls or texts back about it, I would keep calling and after a while he finally told me they said they would pay 600, that was well below the cost of the tv so I asked to submit again and ask for more. He told me they would have an answer on the 7th of December. Since then I have called countless times, sent an email, and left voicemails and no calls back. Additionally, the last 5 cleanings I have requested the laundry fee be removed because I ask the cleaner not to fold the laundry, but they still have not removed the fee or refunded the previous payments where I paid the fee but didn’t get the service. Additionally, the last cleaning scheduled was automatically paid for, but the cleaner did not show up because they had an appointment, so I paid for a service I did not get. I have called many many times and left messages and have gotten nothing back.

  Customer response

  01/25/2024

  Hi, I was able to contact the company, and they said they would issue a refund for the cleanings in which I paid for the laundry service but did not receive it, and that they had the insurance approved and would mail be a check. This was Dec 27th, and I still have not received the refund or the check despite it being past the 5-7 business days now that it was supposed to take. This isn’t uncommon as many times I have had to ask them to refund or contact me etc… and they never follow through. So really nothing has changed, just wanted to update the ticket saying they said they would resolve things but they haven’t.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I scheduled a cleaning service by ROC Scrubby for Saturday October, 28th at 9:00 AM. The cleaning service included several things and it was also pointed out upon the late arrival of the cleaners. Among that list was the first floor and third floor refrigerators, cleaning under the heaters on the first and second floors, and mopping the first and second floors. When I scheduled the service, I was informed that should cleaning take more than the scheduled time, cleaners would continue and I would be charged based on any time they go over. I left the cleaners to work in the unfurnished property and stopped by to check about halfway through. I mentioned that I would return around 2:00 PM that day which is when they were planning to be finished. When I arrived, no one was there. They were on site for 4 hours and 45 minutes. The third floor refrigerator wasn’t touched, items were clearly still visible under the heaters, and nothing had been mopped. As a result, I reached out to the cleaning service. We agreed on having cleaners come back to finish what wasn’t complete. This appointment was set for Wednesday November 1st at 5:00 PM. I arrived at the property a little bit before 5:00 PM. I waited until 5:25 PM and no one showed up. I contacted the company twice. Once on the day of the appointment to see what was going on and again on November 7th to see if a partial refund was available for the incomplete service. The company has not responded to me either time. I also have screenshots in the document to support what was mentioned here. In addition, the company has made no attempt to reach out and resolve this issue. They do not reply to the texts or answer the phone. I'm incredibly disappointed with the service.

• Initial Complaint

  09/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I hired Roc Scrubby to clean my residence on 7/3/2023 and paid a one-time fee of $428.75 using my Credit card. I have attached the invoice. The company charged my credit card again on 7/4/2023 for $208.75 and again on 7/20/2023 for $279.87. I noticed these charges in early August and contacted the company via phone # 585-397-0816 and spoke with Tim. He agreed these charges were not related to any services for me, and he assured me I would be refunded the money. They have yet to refund my money; I contacted them again via the website Contact Us form and called. When I called the second time, he said the office manager did not issue the refund and would do it immediately and send me an email when it was done. That was a week ago, and nothing has happened. Pretty soon, my 60 days to dispute these charges will pass, and I will have no way of getting my money back.

*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. ↩