ComplaintsforLive Clean Today

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired LiveCleanToday to do a move-out cleaning of my parents house on August 2 at the rate of $120 an hour. The estimate was for 3-5 hours, which was exceeded by half an hour without permission. The main concern is that they broke the gas line to the dryer. The appliances were moved out of position, the dryer vent was off, the power plug was dangling, and the natural gas line was cracked. The smell of gas permeated the house. It took two visits back to the house to figure out what the problem was. My daughter took off work to get the power company (Avista) out for an emergency repair. The Avista repair person reported that the gas line was broken due to improper movement of the dryer. I called LiveCleanToday and told them what happened and asked them to not charge the credit card until the damages were sorted out. They denied having caused the damage and charged the card $702 anyway. I tried to cancel the credit card, but they had already put the charge through. We are disputing the charge through our bank. We are willing to pay an amount minus the repair fee.

  Business response

  08/12/2022

  Hello Jan!

  My name is *****, my husband and I are the owners of Live Clean. Your feedback is important to us and so is your satisfaction. From my understanding, payment was processed before we were made aware of any issues with the gas line. You card was already processed before your call to us about the gas line. You had let us know you would put a stop payment on your card. We reached out to you to let you know that we have no problem waiting to hear back from Avista in regards to this issue after a **** has been issued. We absolutely want to make sure you are taken care of. Please reach out to us once the situation with Avista has been resolved and you have received the **** for this issue. We would be more than happy to ensure your needs are met. Thank you so much for the opportunity to serve your family and for being patient as this matter is resolved. Our sincerest apologies for the inconveniences. Have a blessed day! *****.

  Customer response

  08/17/2022

   
  Complaint: 17699060
  
  I am rejecting this response because: A merchant can easily stop a charge on a credit card. It happens every time an item is returned to the store. It is silly for the company to claim that they could not stop the charge once it had been entered. Most egregious of all is the fact that they did not take responsibility for the truly dangerous condition their crew left the house in. One spark would have ignited an explosion. The house was filled with natural gas fumes my daughter had to take the afternoon off of work to get the situation remedied and the repairs made. That was four hours of leave necessary because of the companies incompetence. I have other complaints regarding being billed an amount higher than the verbal agreement, the slowness of the crew, $120 hourly rate with two slow workers who actually were cleaning with one hand and talking the phone on the other. I also do not appreciate the phone call from the cleaners to badger me about submitting this complaint to the Better Business Bureau.
  
  Sincerely,
  
  *********************

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