CleanNet USA Reviews (%countItem)
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Description: FRANCHISING, HOUSE CLEANING, JANITOR SERVICE
Address: 8300 Boone Blvd Ste 500, Vienna, Virginia, United States, 22182-2681
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We have been a CleanNet customer for almost 10 years. Their business model is to be a broker between freelance cleaning crews and businesses requiring janitorial services. If a customer has a problem with the current crew assigned to their contract, CleanNet will try to rectify it or replace the crew.
However, they have implemented a system whereby you can never actually terminate your CleanNet contract because they keep replacing the crew and require you to wait until that new crew is unsatisfactory to file another complaint when CleanNet will start the clock again.
That system falls through when your account specialist changes without your knowledge. After telling our account specialist we were dissatisfied in April, we had no response. This continued until May 9, 2019, when I contacted the specialist in writing on as required by the contract that that we were ending our contract.
Because our specialist had been out on extended leave (without my knowledge) after I contracted with a new vendor, I was told by CleanNet I could not break the contract without paying a two month penalty because they had not been told about the cancellation by their employee.
Our new vendor after inspecting our facility, is doubling their charge for their initial cleaning because the CleanNet crew has been so inadequate cleaning our facility. Now I am faced with paying triple the cost for cleaning - our new vendor’s bill, the CleanNet cancellation fee caused by their employees failure to contact them, and the extra cleaning charge from our new vendor because of their crews inadequate cleaning.
We are a nonprofit with limited resources. CleanNet has been non-responsive other than to reiterate the terms of the contract which we feel we have complied with. They have not yet even told their current crew to stop cleaning and return our keys.
We hope to resolve this amicably.
My name is Mitchell W and I am the Regional Director for Clean Net Baltimore Washington Inc. I am writing this letter in response to a letter I was given in our office today regarding your complaint ID.
l am sorry to see that a client who we have been servicing for 10 years is upset with the level of service; however, our termination policy is very specific. You may get out of the contract with a total of 60 days' notice. I have included the termination clause and steps that must be taken in order to cancel your contract. You would have had to notify our office in writing not the account specialist. The reason we have that in place is for situations like this where the representative may or may not have the authority to do anything. In my professional experience text messages are not recognized as an official form of communication when terminating contracts. The client was correct that if they are unhappy with the level of service, they can request CleanNet to change the franchise owner as often as necessary. As long as the issue is settled within 30 days then the contract continues, unless the client is still unhappy and then another 30-day notice is required which means any of our clients can cancel with a total of 60 days' notice. To my knowledge when changes were made there was never a request to cancel so Clean Net continued the service as contracted. The contract that was signed clearly states the cancelation policy.
Although CleanNet has no control over what another company charges we would be happy to make a change of franchise and cleaner for the remaining time on the contract. We can have that owner focus on the problem issues that the other company is charging so much for if that would help. We of course would like the chance to continue a relationship that is 10 years old but understand the client's frustration.
Lastly, the client stated that we have not told the cleaning crew to stop cleaning is correct. We are honoring our part of the contract. We have given the client the cancellation options which I believe he is not satisfied with thus the reason for contacting your organization. Clean Net provided and continues to provide the services that we were contracted for. We are willing to work with the client for the remaining time on the contract. We have given the client the options based on agreed terms and conditions set forth in the agreement.
Unfortunately, CleanNet will not issue refund for services rendered nor will we pay for services rendered by any other vendors.