ComplaintsforJani-King of Nashville

• Initial Complaint

  08/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In April of 2022 my business signed a cleaning contract of Jani-King of Nashville. It was a commercial cleaning contract that included monthly cleanings plus one monthly deep clean. Immediately after our first clean, I knew Jani-King was not going to work out. Areas that should have been cleaned (areas outlined in the contract we both signed) were not cleaned. From that first clean on we continued to experience more issues with Jani-King including: more areas neglected to be cleaned and staff just not showing up with no communication. In July, after a no call no show, we decided it was time to use another service. Upon signing and in the contract are multiple pages explaining the standard of clean, outlining their definitions of how clean surfaces and areas should be, and even lamenting supervision and communication issues that exist within conventional cleaning services. All of this is extremely misleading when they perpetuate these standards of poor communication and negligence when cleaning. Our contract states we are to pay $433 per month which includes a weekly clean and a monthly deep clean. We paid April and May and still owe for June and July. I never received invoices for these months from the company. They only operate via the USPS, I am not receiving any digital communication from them and they will not respond to my emails. The only complete month I owe is June, July we terminated our contract a week early after only receiving 2 "cleans" that month. However, Jani-King is attempting to get us to pay through the end of the contract (December 2022) and is claiming we owe $3,031.00. After communicating via MAIL this company is not willing to resolve this issue. Our account number is: ************

  

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/08/19) */ Jani-King of Nashville entered into a janitorial agreement with **************** on April 27, 2022. The services started and an Initial clean was conducted as per clients request. Initial clean is clearly depicted as a one time occurrence and not part of the monthly service that is listed separately on the Scope of Work. The client expected Jani-King to conduct an Initial clean every month as part of the monthly scope when it clearly is stated that this is a one time work. Which was completed and in the email chain the client acknowledges that she was pleased with it. The agreement that was signed explicitly addresses how a client can cancel their agreement in section 4.2. This process was never followed. After pointing this out to the client, the client insisted in cancelling anyways. Jani-King of Nashville advice the client via email that if the process was not followed , the client would be in breach of our agreement and additional charges would be bill as depicted in paragraph 4.3 of the agreement. The client acknowledges this in the email we received in response to the email where we advice her of the additional charges. We received a hand written letter from the client stating she was well aware of the additional charges. In the effort to rectify this situation, we asked the client to allow Jani-King to continue servicing the account making sure it would monitor very closely to insure no issues would surface. The client declined our offer and locked us out.. The main issue the client has express with us is that they believe we should be doing an initial clean every month. When we clarified with them, they were not satisfied and that's when issues with cleaning surfaced. By their owned admission, the cleaning was done at the level that it should have been other than the monthly deep cleaning that they felt they were entitle to. We have attached all the emails, agreement, scope, unpaid invoices, breach letter, and liquidated damages invoice for your review. Jani-King declares that all services have been rendered as per agreement, and asks the client to abide by the agreement they signed. Jani-King welcomes any suggestions to settle this issue that is amicable to both parities. Consumer Response /* (3000, 7, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Jani King states to break our contract we either must continue to pay them to do a less than satisfactory job (if they even show up) or we must pay until the end of our contract for a service we won't receive. Considering we were tricked into this contract, believing they would carry forth an acceptable standard of clean with each visit (as outlined in their own manual I attached in my first response) we don't believe we should be on the line, paying for a cleaning service with such poor standards. In the document they attached named "email chain initial clean" they state themselves that we would receive a deep clean that would include "striping and waxing of our VCT" which was never performed, which is more evidence of another false promise. Additionally, in the document they attached named "Email Chain on entering early" they even admitted to their own employee being a no call no show. Why would we continue to use this service? Only because we are trapped in the contract? We will not continue to employ a company with such low standards and poor, inconsistent service. We will not continue to employ a company who can't even abide by their own standards of clean. We were tricked into this contract and if they cannot keep their end of the contract we should not be expected to keep ours. This company is attempting contract fraud and should be red flagged on BBB. Business Response /* (4000, 9, 2022/08/22) */ In response to the Clients comments, Jani-King stands by its previous response. Although we believe every effort was made to convey to this client accurately the terms of the agreement and that at no time was a monthly deep clean contracted for (other than the initial clean), We, in the spirit of cooperation will forego our claim of liquidated damages and simply ask that the client pays the current outstanding invoices. Once Payment has been received, Jani-King will close this account and no further collection efforts will take place. Jani-King regrets any inconvenience this client has experienced. Consumer Response /* (2000, 11, 2022/08/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) We accept Jani-King's resolution proposal to settle up for June and July. For June we owe $433. For July we only received 2 cleanings and are suggesting a prorated amount of $200, total owed to Jani-King being $633. As soon as Jani-King agrees upon this amount, a check for $633 will be sent to Jani-King via USPS.

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