Teresa's Family Cleaning Inc.

Revdex.com:At this time, I have not been contacted by Teresa's Family Cleaning Inc. regarding complaint ID [redacted].Sincerely,[redacted]

The cleaning crew came in one day and there was a metal piece on the back of their bucket that scratched up my floors. After much back and forth with the company over years (I called them, they never call me back, I call them again and they claim they left me messages) they decided that their bucket was not the cause of my scratches and refuse to fix the floors. I witnessed this bucket scratching my floors, so they just didn't want to follow through. In addition, when I complained about the mildew in my bathroom after the crew left, they claimed that they did not have enough time to clean the entire house and I should book more than my scheduled time. When I told them I expect them to clean the bathrooms first, they continued with the excuses. It is interesting that when the crew came the following week, they left 25 minutes early. I asked them to explain this to me and they couldn't. This happened twice. If you are looking for a good cleaning service, I would suggest you find one that actually backs up their advertisement.

I have been searching for a GOOD house cleaning service, as I am VERY particular and fussy about how my house is cleaned. I have been doing my own cleaning, since I have tried other cleaning companies, who have been sub par with their ability to clean. I wish I had read the reviews on [redacted] and Revdex.com first, before hiring this so-called cleaning company. My very costly mistake. I paid $300.00 today October **, 2015 ($99.50 an hour/minimum of 3 hours is required) for a one bedroom apartment. It was a team of two young women. They left mirrors streaked, white streak marks all over my cherrywood bedroom furniture, dust under knick knacks and on top of appliances, they didn't even touch the inside of the oven and didn't even dust the book cases or vacuum the couch. I basically threw away hard earned money today. I am now spending the rest of my vacation, undoing what they did and didn't do. I would NEVER recommend this company. Save your money...they aren't worth one cent. I also agree with the other reviewers that their office staff are very rude and have no respect for their clients. WORST COMPANY EVER! They have also double billed my credit card!

Revdex.com:At this time, I have not been contacted by Teresa's Family Cleaning Inc. regarding complaint ID [redacted].Sincerely,[redacted]

The complainant called our office the afternoon before the
service. She was very adamant in having the cleaning done because she expressed
that she was moving in. She had also explained that it was better to have our
crews come in the afternoon since she was having work done in...

the home during
the morning, that way it would be easier for our crews to clean.
Now normally we do not provide service unless we have a
credit card on file where we can put a hold for the amount of the job. But the complainant’s
credit cards were declined. At that point the complainant stressed she really
needed our services and so we came to an agreement that she could pay cash. Our
service agreement was sent to her explaining exactly what our services entail.
The amount of the job was $295.46 for the services of 3
hours, capped. She had requested that we focus on: Master Bedroom, Kitchen,
Living Room, Dining Room, and Mud Room with bathroom. All need to be scrubbed
inside and out.  It was explained at time
of sign on that we would try to get to all the rooms in the home but we can
only do what we could within the 3 hour cap.
The next day the crew arrived approximately 2:30pm as
expected. The complainant’s husband was at the home only not the person the
office staff had initially spoken to on the phone. The husband called his wife
(complainant) and put her on the phone with the crew leader to discuss what her
priorities were. At that time there were still people working in the main level
of the home where the kitchen, dining room and living room are.
The crew leader was instructed by the complainant to clean
the kitchen area but when the crew leader got off the phone with her, the
husband said for them to start upstairs first since they were still painting
the rooms on that level.  The crew leader
felt it wasn’t her place to argue with the homeowner and they proceeded to the
upper level to clean. The upper level consisted of 3 bedrooms, master bath
& bathroom. The closets needed dusting because they were post-construction.  About an hour and a half passed and the
person who had been painting came upstairs and spoke with the crew telling them
he was done and they could now go down to the main level to do their part.
There was only an hour and a half left to the do the main
level (Kitchen, living room, dining room) and basement level (mudroom &
bathroom). The crew split up to try and get as much done as possible in the
time which was left.
At the end of the three hour time period the crew leader
approached the husband (homeowner) and asked if he could do a walk through and
sign off on the job sheet if he was satisfied with the cleaning service. The
husband walked through with the crew leader to all the rooms that they had done
and then signed off that he was satisfied with the cleaning service.
The following afternoon the complainant called the office
and spoke with [redacted] expressing that she wasn’t satisfied and that the crew
missed cleaning the insides of her kitchen cabinets, table legs and closet
shelves. I’m not disputing that the inside of the kitchen cabinets were not
done, or that they missed the table legs or a couple closet shelves. The complainant
insisted that we clean her kitchen first and if we had done so, those areas may
have been taken care of but, given the amount of time we had and the
misdirection given to the crew by the husband (homeowner) because they were
still painting in the focal rooms and redirected the crew to the upper level,
we were at a unjustified disadvantage.
When this was expressed to the complainant she became
verbally abusive. Telling office staff that the crews should have told her
husband they were doing the kitchen and just do it. It was explained that our
crew members were not in the position for arguing with the homeowners. It is an
unnecessary situation to put anyone in. The complainant then asked to speak
with the [redacted].
After speaking with the [redacted] there didn’t seem to
be any resolution. The calls went back and forth a couple of times. Ending with
[redacted] from our office, hanging up on the complainant because she was verbally
abusive using obscene language which we do not permit our employees to stay on
the phone with anyone that is speaking harshly, with negative undertones or
being verbally abusive! The staff is trained to disconnect the conversation and
put in a report, which was done.
Recently the complainant spoke with me, the owner, and the
conversation was civil. I did apologize for the lack of etiquette on the part
of her office staff, but did explain that the crew could only do what they
could within the time constraints and obstacles that were interfering. The
complainant accepted my apology and I offered the complainant that if she were to
sign on to a schedule that I would give her a $50 discount off her next
cleaning service. Also, it was explained by me to the complainant that the $40
tip wasn’t necessary but very generous and kind. The crews get paid above
average and if someone gives them a tip it has no bearing on the company. It is
the homeowner’s choice.
I understand the stress of new homeowner but at the same
time I feel this situation was rectified even though it did take some time. We
are all regretful and hope that all parties have learned from this and can move
forward.

I have been searching for a GOOD house cleaning service, as I am VERY particular and fussy about how my house is cleaned. I have been doing my own cleaning, since I have tried other cleaning companies, who have been sub par with their ability to clean. I wish I had read the reviews on [redacted] and Revdex.com first, before hiring this so-called cleaning company. My very costly mistake. I paid $300.00 today October **, 2015 ($99.50 an hour/minimum of 3 hours is required) for a one bedroom apartment. It was a team of two young women. They left mirrors streaked, white streak marks all over my cherrywood bedroom furniture, dust under knick knacks and on top of appliances, they didn't even touch the inside of the oven and didn't even dust the book cases or vacuum the couch. I basically threw away hard earned money today. I am now spending the rest of my vacation, undoing what they did and didn't do. I would NEVER recommend this company. Save your money...they aren't worth one cent. I also agree with the other reviewers that their office staff are very rude and have no respect for their clients. WORST COMPANY EVER! They have also double billed my credit card!

Review: On July [redacted] I hired [redacted]'s Family Cleaning to clean the windows at my house. I gave them a credit card to hold the appointment. I was told I could pay by check the day of service, after completion. After about 10 minutes of them being at my house the owners son told me he broke my son's window. I was upset however I understand accidents happen. He continued to clean the windows, leaving like 2 or 3 undone. Before he left we were making plans on how they were going to fix the window. I explained to him that I work for a window and door company and would get it fixed very cheap. He said okay we would speak on Monday. I told him he could charge me for 1/2 the service now and the other 1/2 once my window was fixed. The service was only $188 so I thought that was completely fair. He said no problem and left. Well about 15 minutes later the office called [redacted]'s [redacted]) she told me that she didn't care what I wanted she was charging my credit card the full amount, she did some screaming and hung up on me. I called back and spoke to [redacted] who told me the same thing as her daughter but added she would fix the window as she saw fit! We went back and forth and she hung up on me. I cancelled my credit card and put in a dispute for 1/2 the charge since she charged the whole amount.

On Monday the guys came to my house (the company I work for) measured my window. I emailed over a proposal to [redacted]'s cleaning for $73.33 to replace the glass, no labor would be charged. They signed off and gave me a credit card to my company. I told them once the window was fixed I would mail them out a check. I thought all was agreed and this would finally be over.

Well I was wrong about this company again. Today August [redacted] called my cell phone and asked me why I disputed the original charge. I reminded her that I did that the day the service was done. Well she flipped on me told me she was disputing my dispute and adding $25 for her time wasting, and then she was disputing the charge to replace my window. (the one she paid the company I worked for).

This company is unbelievable. I have never dealt with anyone like them. I am in the service industry and all I know if I dealt with customers the way she was to me I would be fired and my company would have no business.Desired Settlement: I would like them to pay for the window ($73.33) to my company.

And I would like everyone to know what kind of company they are so no other person has to deal with all I had to.

Hours on the phone, had to cancel my credit card and wait for a new one. I'm having the company I work for install a piece of glass for free at my house even know the guys will be on the clock for insurance reasons. I feel for everything I have been though I shouldn't have to pay the other 1/2 of the service either! But I will because unlike them I'm a personal person.

Business

Response:

On 7/**/13 we cleaned [redacted]'s

windows

Review: was overcharged and have been trying to get a refund, they told me it would be done the next day and it has been 2 weeks now, called them again and they will call be back. still no callDesired Settlement: would like the refund of $24.30 plus the $35 that I am being charged by the bank for a check that did not clear because of not having the $24.30 returned when it was promised

Business

Response:

Review: I paid [redacted]'s Family Cleaning to clean my house, and they never cleaned it. I gave the money to the daughter of [redacted]'s daughter's name is [redacted]. I have a receipt that [redacted] gave me. I can furnish you with pictures of the premises that proves that the house was not cleaned. If you can please help me to get my money back, it would be greatly appreciated.Desired Settlement: I would like my money back.

Business

Response:

We where hired on 10/*/13 to clean [redacted]'s rental property. On 10/*/13 The crew went to his home and could not clean due to the infestation level of the cockroaches in the home. Generally we would charge a two hour minimum for this since we had to pay our crew, the gas and any other overhead we may have been forced to pay due to him not checking the home prior to our crew coming. We waived the non-entry fee (which is the cost of the two hour job) and tried again.

On 10/*/13 the crew again entered the home. This time the infestation was dead but they where left to clean up the mess left behind.

The crew leader called me after two hours. He could not continue any further due to the condition in the house. They where standing on floors that the carpet had been ripped up on sweeping roaches into a dust pan.

To get an idea on the home almost all the windows where broken, cabinets where non usable, roach carcass had to be scraped off the counter top. This home needed a restoration company. We could not bring our vacuums in the home because we do not clean unfinished floors as well as bugs can be tracked from home to home so we can risk an infestation anywhere else. So our crew leader swept them out of the home. Our crew went into this home worked for 2 hours and then pulled out because nothing further could be done for the home.

[redacted] called the following day and stated that the floors had not been done correctly. He then stated we did not clean in the oil burner room which I tried to explain to him we do not do this. He then stated because it had an appliance in there it was not considered an oil burner room. He has called our office cursing at our staff. He has threatened law suits, layers and has been very UN-professional through this entire process trying to bully us into giving him his money back. We will not. We went and cleaned for [redacted] for two hours. Exactly what was paid for. He then wanted us to keep returning to home free of charge to keep cleaning.

I would like to be clear [redacted] paid for 2 hours of services which my crew went into the home and gave two hours worth of work too. (please see attached GPS tracking on the vehicle).

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted]'s Family Cleaning was paid to perform a service, which is to clean my home. They did not clean my home. They did not live up to their agreement. I am going to have to take them to small claims court.

Sincerely,

Review: This company came to clean our house and services were not rendered as promised. We were dissatisfied with service provided, email the company and tried contacting them by phone and got no response. After finally calling from another phone so that caller ID was not recognized, phone was answered. We stated our dissatisfaction, and was told that someone would contact us later in the day to arrange for another appointment to make good on the services that was supposed to be provided. No one has ever called or emailed us back since then. Our debit card has been charged twice already. Once on 3/** and again on 3/**.Desired Settlement: We wished to be reimbursed for the services that we feel were not rendered as promised and reimbursed for the second charge which we have no idea what it is for.

Consumer

Response:

At this time, I have not been contacted by Teresa's Family Cleaning Inc. regarding complaint ID [redacted].Sincerely,[redacted]

Review: I called to retain Teresa's Family Cleaning to come in and clean a house I was moving into. They were very accommodating in trying to meet my needs, since it was a last minute decision to hire someone to come in and clean. I spoke to [redacted] and she explained there is a 2 hour minimum and I advised I would probably want them there between 2 1/2 to 3 hours at most. She said we can cap off the service and that would not be a problem. I advised that I was looking to get someone in to mostly work on cleaning the floors, the master br and the kitchen, since that was where most of my stuff would need to be unpacked first. She advised that should be no problem. There was no furniture in the house at the time of the cleaning. [redacted] requested I pay CASH, bc the cc takes 24 hrs to get approved. I had no problem with that. I told her that was fine. The day they came, I could not be there, but my husband was at the house and he called me as soon as the girls arrived. I spoke with [redacted] and I explained that my main priority was the floors and the kitchen. I was told the 2 girls were here from 2:30 - 5:30 and when I got to the house around 7:00, I noticed in the kitchen that there was still dust all over the table legs of the counter that is there. The kitchen is not a large area at all and NONE of the cabinets or drawers were done at all. Neither were the walk in closets, that my husband specifically asked if they went over the shelves. The girl told him yes, they were done. The closets had just been renovated by a closet company that day and needed dusting. I paid $295.46 plus $20 tip for each girl and had to come here and spend hours cleaning myself because they didn't do it or did a poor job of what they did clean. I called that night and they were gone already for the day. I called around 1:00 on Friday. It was moving day and got hectic, so I could not call first thing in mrng. I explained the whole situation and never got a call back that day. I called back again on Saturday. Spoke to [redacted] and she was the only nice person I dealt with there. I never got a call back that day either. I called back Monday and spoke with [redacted] and after explaining my situation, she got nasty, advised that they did not have enough time and I told her they should have advised my husband of that. I honestly could not imagine that they were here for 3 hours and never once advised my husband that they were "running out of time". As [redacted] stated, they probably "ran out of time and could not finish the job". That is completely UNACCEPTABLE to me, because at 2:30 I spoke to the crew chief and told her what my main priority was... my kitchen and floors. So, that is NOT an acceptable answer. [redacted] did not like my reply and eventually, she hung up on me! I do not find this acceptable behavior. You don't hang up on your customer because you don't like what they have to say. I called back and then requested HER [redacted]. I spoke to [redacted] again and she advised she would speak to [redacted], as well as [redacted] and she would get back to me. I am awaiting a callback, but to have to make 3 calls to a company and get hung up on in the interim, is completely unacceptable and I would like this rectified. I have heard several bad things from other people, I have asked around and did not get a lot of positive feedback about this company, and if enough people continue to complain, they will be out of business in no time if this is how they intend to treat future customers as well. I told her if this is how you treat people, I will make sure that no one I know ever hires or recommends their company. I cannot believe a manager would hang up on a client. She did nothing to try to make it right. I told her I was not completely UNhappy, but I certainly was not happy either. I just felt that for $340, my house should have been completely spotless and I should not have had to worry about cleaning before I could put clothes away or put dishes away. That was why I hired them and paid all that money. I turned down another company bc I was told they were not good and I went with this company, and I advised [redacted] of this when I called for the estimate. I would like this issue looked into and resolved. I do not want them coming back into my home for a free cleaning, I would like a refund of my money. They purposely requested cash, so I could not dispute my charge with a credit card company. I was not offered a dime back and instead, I got hung up on. I want this documented and resolved. This is UNaccpeptable.Desired Settlement: I would like a credit. I paid a LOT of money... This was not a $75 or $125 job. I feel the cleaning was terrible and I would like them to offer a refund to me.

Business

Response:

The complainant called our office the afternoon before the

service. She was very adamant in having the cleaning done because she expressed

that she was moving in. She had also explained that it was better to have our

crews come in the afternoon since she was having work done in the home during

the morning, that way it would be easier for our crews to clean.

Now normally we do not provide service unless we have a

credit card on file where we can put a hold for the amount of the job. But the complainant’s

credit cards were declined. At that point the complainant stressed she really

needed our services and so we came to an agreement that she could pay cash. Our

service agreement was sent to her explaining exactly what our services entail.

The amount of the job was $295.46 for the services of 3

hours, capped. She had requested that we focus on: Master Bedroom, Kitchen,

Living Room, Dining Room, and Mud Room with bathroom. All need to be scrubbed

inside and out. It was explained at time

of sign on that we would try to get to all the rooms in the home but we can

only do what we could within the 3 hour cap.

The next day the crew arrived approximately 2:30pm as

expected. The complainant’s husband was at the home only not the person the

office staff had initially spoken to on the phone. The husband called his wife

(complainant) and put her on the phone with the crew leader to discuss what her

priorities were. At that time there were still people working in the main level

of the home where the kitchen, dining room and living room are.

The crew leader was instructed by the complainant to clean

the kitchen area but when the crew leader got off the phone with her, the

husband said for them to start upstairs first since they were still painting

the rooms on that level. The crew leader

felt it wasn’t her place to argue with the homeowner and they proceeded to the

upper level to clean. The upper level consisted of 3 bedrooms, master bath

& bathroom. The closets needed dusting because they were post-construction. About an hour and a half passed and the

person who had been painting came upstairs and spoke with the crew telling them

he was done and they could now go down to the main level to do their part.

There was only an hour and a half left to the do the main

level (Kitchen, living room, dining room) and basement level (mudroom &

bathroom). The crew split up to try and get as much done as possible in the

time which was left.

At the end of the three hour time period the crew leader

approached the husband (homeowner) and asked if he could do a walk through and

sign off on the job sheet if he was satisfied with the cleaning service. The

husband walked through with the crew leader to all the rooms that they had done

and then signed off that he was satisfied with the cleaning service.

The following afternoon the complainant called the office

and spoke with [redacted] expressing that she wasn’t satisfied and that the crew

missed cleaning the insides of her kitchen cabinets, table legs and closet

shelves. I’m not disputing that the inside of the kitchen cabinets were not

done, or that they missed the table legs or a couple closet shelves. The complainant

insisted that we clean her kitchen first and if we had done so, those areas may

have been taken care of but, given the amount of time we had and the

misdirection given to the crew by the husband (homeowner) because they were

still painting in the focal rooms and redirected the crew to the upper level,

we were at a unjustified disadvantage.

When this was expressed to the complainant she became

verbally abusive. Telling office staff that the crews should have told her

husband they were doing the kitchen and just do it. It was explained that our

crew members were not in the position for arguing with the homeowners. It is an

unnecessary situation to put anyone in. The complainant then asked to speak

with the [redacted].

After speaking with the [redacted] there didn’t seem to

be any resolution. The calls went back and forth a couple of times. Ending with

[redacted] from our office, hanging up on the complainant because she was verbally

abusive using obscene language which we do not permit our employees to stay on

the phone with anyone that is speaking harshly, with negative undertones or

being verbally abusive! The staff is trained to disconnect the conversation and

put in a report, which was done.

Recently the complainant spoke with me, the owner, and the

conversation was civil. I did apologize for the lack of etiquette on the part

of her office staff, but did explain that the crew could only do what they

could within the time constraints and obstacles that were interfering. The

complainant accepted my apology and I offered the complainant that if she were to

sign on to a schedule that I would give her a $50 discount off her next

cleaning service. Also, it was explained by me to the complainant that the $40

tip wasn’t necessary but very generous and kind. The crews get paid above

average and if someone gives them a tip it has no bearing on the company. It is

the homeowner’s choice.

I understand the stress of new homeowner but at the same

time I feel this situation was rectified even though it did take some time. We

are all regretful and hope that all parties have learned from this and can move

forward.

Review: I hired Teresa's family cleaning company to clean my house on Thursday, May **, 2015, 2 ladies came to my house at 10:30am and started cleaning upstairs in the bedrooms, when they had finished upstairs I went up to check the rooms and I found that they hadn't vacuumed or mopped under the beds, the sheets that were soiled were put on top of a rack in the corner of my kids room, the windows upstairs were not cleaned inside or out, my kids had books and toys on the floor they were never moved in order to clean or mop, the floor under the vanity it the bathroom was never swept or mopped, the floor to ceiling medicine cabinet mirrors were never wiped then when I proceeded to go downstairs I saw that the couches were never moved and were never vacuumed or mopped there was dust everywhere, food, toys, pencils under couch that were never swept up, the sliding glass door was only wiped on the inside so the outside and other side of the door were still dirty and handprints everywhere, the knick knack rack with 3 shelves was never dusted or cleaned, the kitchen cabinets were not cleaned....I can go on and on, so when I told the one woman that spoke broken English about everything I found wrong she kept saying she was sorry and that the woman that was with her was new and she didn't know how to clean and that she would clean it for at this point I was so annoyed so I called the company and first spoke to [redacted] who then said she would let me speak to the [redacted], so when I started to tell [redacted] about all the things that hadn't been cleaned she responded by saying that they are not a moving company and they do not move things to clean underneath but if the vacuum head fits under the beds why wasn't it vacuumed then, was my question? She then proceeded to tell me that they will not clean the wine rack because they are not responsible for broken knick knacks, I asked her where that was stated and she said it's not stated anywhere we just don't clean it unless I sign a waiver, she said if I wanted them to clean the things they hadn't done they could do it, at which point I said no I just want them to leave because it had already been 4 hours and at a rate of $89.50 per hour my house should of been immaculate already and I wasn't wasting any more time or money with people who didn't know where to even begin to clean...how do you send a brand new person to clean a new clients house?? After they left I proceeded to call the company again and asked to speak to the [redacted] in which [redacted] advised me that she wasn't in the office but would be back today and she would leave a message for her to call me, I have not received a call from [redacted], they have debted my credit card $307.28 and today they debted my account $408.39 in which I have called the bank and stopped payment on both amounts, not only did they not clean my house, the [redacted] never called me to find out what had occurred and then they tried charging me 2 times for 2 different amounts, I am so disgusted by the service I received and that the [redacted] didn't even call to make things good.Desired Settlement: I want a full refund because the service I received was horrendous.

Consumer

Response:

At this time, I have not been contacted by Teresa's Family Cleaning Inc. regarding complaint ID [redacted].Sincerely,[redacted]