I booked over the phone specifically for a move out cleaning, with carpet and deck cleaning for Sept15. Maids were over an hr 40 min late. Cleaners told us they didnt do carpets or decks. Called head office and were told they could book the carpet cleaning service ASAP as we had new tenants in the next day and we would not be billed until we spoke with management. Called management once on Sept 15th, on the 16th, on the 18th, 23rd and got the same answer: management not available and will get back to us. My credit card was charged immediately. Called on the 24th and got that management had not come in yet. Finally got a call back on the 24th in the afternoon stating management knew nothing of the situation and could do nothing because we had gone beyond their 24 Hr Satisfaction Guarantee and reporting policy. When I told him of the situation I told him the rep I booked with told me carpet and deck cleaning were included at the stated price. He then had the rep call me who repeatedly said " Im pretty sure I told you carpet cleaning was not included", "I think I told you...", "I cant remember exactly because I deal with a lot of people". The manager backed up his rep even though there was uncertainties in what his rep said and this was further proven as his rep addressed me verbally and over email by the wrong name. Instead of calling me back to deal with it, management said he overheard the conversation between his rep and I and have concluded the issue was resolved. There are many BBB complaints against this company. I filed one as well and it took them over 5 and a half weeks to come up with a confused and convoluted response back. My husband and I have phone records showing when and how many times we called their company and how many times they called us back and management still claims we never called them to discuss the situation until weeks later.