ComplaintsforNational Emergency Cleaning Services

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My septic is backed up. I called to have them clean out my septic. I called on 6/17/24. They charge $1025 for this service with half down. I gave them half down. After I was off of the phone with them a local company called me back. They charge $300. I called National Emergence Cleaning Service back within 15 minutes and canceled. I asked if I would be refunded. The man said he would check in to it. About 4 hours later I called again and he said it is not refundable. I said you didn't tell me that and he said he was supposed to. I emailed the company and asked them to listen to the calls. I have not heard back from them. They have $625. of my money for a service that wasn't performed and I canceled within 15 minutes. This is not acceptable.

  Business response

  06/18/2024

  This client booked an emergency job. They then called in and cancelled the job because "they found someone cheaper" This was a non-refundable deposit that the client was made aware of verbally and in writing (see attatched) before booking. The terms are also outlined in the invoice. When the client called to cancel, we again outlined the tems and she acknowleded.

  Customer response

  06/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was never verbally told,  I want the phone calls reviewed and a transcript of them.  I also never received this invoice.  This is the first I am seeing this invoice.  I had to contact the BBB to even see this invoice.  I received no emails from you. 
  
  Sincerely,
  
  Staci C****

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We contracted with this company to provide two days cleaning services. The team that showed up were very unprofessional. I called the company (******) and told him I would pay for that day but didnt want them back as they made me very uncomfortable. He said they dont do half a job and he would pull them off the job but he assured me I would get my $1,000 deposit back. This was in November 2023. Its now February 2024 and after many calls, texts and emails to which I am assured ****** would get back with me but he DOES NOT.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The original dates were supposed to be 8/23 and 8/24. I hired this company for hoarding cleanup and reorganization.I was led to believe this cleanup involved pest control (bugs) as well as leaving the apartment clean and organized. I was also led to believe the people who were there were trained in all of this.I was told it would be a two-day thing, first day for going through everything, deciding what to keep and what to throw out, finding a place for everything, and pest control. The second day was cleaning/making things presentable. The first day, the time of the appointment was 9:00 am (but I was told they may arrive as late as 10, which is fine. At about 10:30 I get a text message saying there was an emergency and the people would not be here that day. After spending over an hour trying to get in touch on the phone with someone who could tell me what was going on, I was finally assured that we would push the appointment to the next two days.Today, when the people arrived, there was a severe language barrier. While this was not the fault of the workers, and is totally fine for a regular cleaning service, *if you are doing hoarding reorganization, communication is absolutely necessary*. Instead of putting specific things into specific bins, I now have multiple huge tubs where everything was dumped and now I have to spend hours going through them, finding places to put them.There was no pest control aspect whatsoever. No reorganization. If I had hired a regular heavy duty cleanup service it would have been half the cost. They also dented my wall, which means I have to either pay to get that fixed or lose my deposit on the apartment.When I expressed concerns with ***** (the woman I had spoken to on the phone when arranging everything), she began blaming me and saying I had misrepresented (which was false and infuriating). I literally have days of cleaning in front of me. They misrepresented their services. I want half ($1000) of my money back.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  May 14, 2023, My sister, ****** contacted the phone number listed on the National Emergency Cleaning Service website to discuss a toxic hoarding situation involving our 80yo mother. ****** quoted $2,800 to $4,500, depending on the hours required for a three-man crew to clear out and clean. It was explicitly stated that $4,500 would cover 60 hours of labor. However, on May 15, 2023, when the crew arrived three hours late in a small dilapidated pickup truck instead of the promised large dump truck, our concerns were raised and I contacted ******. He abruptly ended the conversation and immediately charged ******'s card the full amount of $4,500.We ended up supplying them with bleach, a rake, a shovel, a vacuum, wood for the truck bed, a tarp to cover the loads to the dump and provisions for the workers. The crew BORROWED and "LOST" a DeWALT impact drill/battery set worth $400.Furthermore, they used a household cleanser called Fabuloso 2x, which was recalled in February 2023 for promoting mold growth, on already mold-infested wood floors.Tuesday night, after working 36 hours, with the job incomplete, they quit. They had to return to **********, 260 miles away, for a doctor's *********** the next day. It is evident they never could fulfill their commitment. Yet **** charged the full 60 hours within an hour of their arrival, compounding the distressing situation.I have documented evidence, including time-stamped texts and photographs demonstrating the actual hours the crew was present on the job. I rounded Up to 38 hours in total.******'s conduct can only be described as a scam. The 5-star ****** review on the **** website is misleading and fictitious. **** knowingly sent an ill-equipped team (not "professional techs" as stated on the website,) to a project they were unprepared for, causing loss of property, emotional stress, and a significant financial burden. I am requesting a full refund of the disputed charge of $3,600.

*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. ↩