Cleaning Service Disputes Guide

Whether your cleaning service damaged your hardwood floors, stole property, failed to show up, or simply did a terrible job, you have legal remedies available. Cleaning services—whether residential maid services, commercial janitorial companies, or specialized deep-cleaning firms—are bound by contract law, consumer protection statutes, and in many states, licensing requirements. The FTC Consumer Protection Bureau provides resources for reporting business fraud and understanding your consumer rights. This comprehensive guide explains your legal rights, how to document and value your damages, and the step-by-step process for recovering compensation through demand letters, complaints, or small claims court.

Types of Cleaning Service Disputes

Cleaning service problems typically fall into these categories:

Property Damage

• Surface damage: Scratched hardwood floors, damaged countertops, etched glass
• Chemical damage: Using wrong products that discolor or damage surfaces
• Broken items: Dropped or knocked-over valuables, broken fixtures
• Water damage: Flooding from improper equipment use, failure to dry surfaces
• Appliance damage: Improper cleaning of ovens, refrigerators, or washing machines

Theft and Missing Property

• Jewelry, electronics, or cash missing after cleaning visit
• Credit card or identity theft from accessing personal documents
• Items "accidentally" thrown away

Service Quality Issues

• Incomplete cleaning despite payment for full service
• Missed areas or rooms
• Substandard work that doesn't meet reasonable expectations
• Using wrong or harmful cleaning products

Contract and Billing Disputes

• Charges exceeding quoted or agreed price
• Unauthorized charges to credit card
• Refusal to honor service guarantees
• No-show without notice or rescheduling
• Cancellation fee disputes

Your Legal Rights

Contract Law Protections

When you hire a cleaning service, you create a contract—whether written or verbal. The cleaning company is legally obligated to:

• Perform the services as agreed
• Exercise reasonable care to avoid damaging your property
• Charge only the agreed-upon price
• Complete the work within a reasonable time

Negligence and Liability

Cleaning services that damage your property through carelessness are liable for negligence. You can recover:

• Cost of repair or replacement: What it costs to fix or replace damaged items
• Diminished value: If repair doesn't fully restore the item
• Consequential damages: Related losses like hotel costs if home is uninhabitable

State Consumer Protection Laws

Most states have consumer protection laws that prohibit unfair and deceptive business practices. These can provide enhanced remedies:

State	Consumer Protection Law	Enhanced Damages
California	Consumers Legal Remedies Act	Actual + punitive damages + attorney fees
Texas	DTPA	Up to 3x damages for knowing violations
Florida	FDUTPA	Actual damages + attorney fees
New York	GBL § 349	$50 minimum, up to 3x for willful violations
Illinois	Consumer Fraud Act	Actual + punitive + attorney fees

Licensing Requirements

While most states don't specifically license residential cleaning services, many require:

• Business license: Most localities require general business registration
• Liability insurance: Reputable companies carry $1-2 million in coverage
• Bonding: Fidelity bonds protect against employee theft
• Workers' compensation: Required if they have employees

Documenting Property Damage

Strong documentation is critical to recovering damages. Follow these steps immediately:

1. Take photos and videos: Document all damage from multiple angles with good lighting. Include close-ups and wide shots showing context.
2. Create a written description: Note exactly what was damaged, how you discovered it, and when the cleaning occurred.
3. Preserve evidence: Don't repair or discard damaged items until you've documented them and notified the company.
4. Get repair estimates: Obtain at least two written estimates from qualified repair professionals.
5. Gather proof of value: Locate original receipts, appraisals, or comparable prices for damaged items.
6. Document communications: Keep records of all calls, texts, and emails with the cleaning company.
7. Note witnesses: If anyone else observed the damage or the cleaning, get their contact information.

Handling Theft Claims

If property is missing after a cleaning visit:

1. Search thoroughly first: Make absolutely sure the item wasn't misplaced before making accusations.
2. File a police report: This creates an official record and may be required for insurance claims.
3. Notify the cleaning company in writing: Give them an opportunity to investigate and respond.
4. Contact your homeowner's/renter's insurance: Theft may be covered, minus your deductible.
5. File a complaint with the bonding company: If the service is bonded, file a claim against their fidelity bond.

Step-by-Step Resolution Process

Step 1: Contact the Cleaning Company Directly

Start by giving the company a chance to resolve the issue:

• Call customer service and explain the problem calmly
• Document the call (date, time, who you spoke with, what was said)
• Follow up in writing via email to create a paper trail
• State clearly what resolution you want (refund, repair payment, etc.)

Step 2: File an Insurance Claim

If the company has liability insurance:

• Request their insurance company's name and policy number
• File a claim directly with their insurer
• Provide documentation of damages and repair estimates
• Be aware the insurer works for the cleaning company, not you

Step 3: Send a Formal Demand Letter

If informal attempts fail, send a written demand that includes:

• Date and description of services performed
• Detailed description of the problem
• Documentation of damages (photos, estimates, receipts)
• Specific amount you're demanding
• Deadline to respond (typically 10-14 days)
• Statement that you'll pursue legal action if not resolved

Step 4: File Regulatory Complaints

• Better Business Bureau: File at bbb.org—many companies respond to maintain their rating
• State Attorney General: Consumer protection division handles unfair business practices
• Local licensing authority: If the company lacks required business licenses
• Yelp/Google Reviews: Leave factual, honest reviews to warn other consumers

Step 5: Credit Card Chargeback

If you paid by credit card:

• You have 60 days from the statement date to dispute charges
• Dispute for "services not rendered" or "services not as described"
• Provide documentation of the problem to your card issuer
• The burden shifts to the merchant to prove they delivered as agreed

Step 6: Small Claims Court

For claims within your state's limit, small claims court is an accessible option:

State	Small Claims Limit	Filing Fee
California	$12,500	$30-$75
Texas	$20,000	$50-$100
Florida	$8,000	$55-$300
New York	$10,000	$15-$20
Illinois	$10,000	$50-$75

Calculating Your Damages

Repair or Replacement Cost

• Repair cost: What it costs to restore the item to pre-damage condition
• Replacement cost: Fair market value for items that can't be repaired
• Depreciation: For older items, you may only recover depreciated value unless you have replacement cost coverage

Service Refund

• Full refund if services weren't performed or were substantially deficient
• Partial refund if some rooms or areas weren't cleaned properly
• Cost to hire another company to redo the work

Consequential Damages

• Lost time from work to deal with the problem
• Hotel costs if home is temporarily uninhabitable
• Replacement of items that can't be cleaned due to damage

Service Guarantees and Satisfaction Policies

Many cleaning companies advertise satisfaction guarantees. When invoking a guarantee:

• Review the exact terms: Most require you to report issues within 24-48 hours
• Follow the procedure: Call the specified number, provide required documentation
• Get it in writing: Confirm any promised re-cleaning or refund via email
• Document the response: If they refuse to honor the guarantee, document the refusal

Frequently Asked Questions

The cleaning service damaged my hardwood floors. What are they worth?

Get at least two estimates from flooring professionals for refinishing or replacement. Hardwood floor refinishing typically costs $3-$8 per square foot. For extensive damage, you may need full replacement at $8-$15 per square foot installed. Document the floor's original condition if possible.

The cleaner says they didn't cause the damage. How do I prove it?

You need to show the damage wasn't there before the cleaning. Helpful evidence includes: photos from before the cleaning, testimony from family members who saw the condition before/after, the timeline (damage discovered immediately after cleaning), and the nature of the damage consistent with cleaning activities.

Can I sue an individual cleaner who works independently?

Yes, you can sue anyone who damages your property through negligence. However, collecting may be difficult if they have no assets or insurance. This is why hiring insured, bonded companies is preferable despite higher costs.

The company went out of business. Do I have any recourse?

Your options are limited but not nonexistent. Check if they had liability insurance (the policy may still cover past claims). File with your homeowner's insurance if you have coverage. If you paid by credit card, you may be able to do a chargeback.

Do I need to give the cleaning company a chance to fix the problem before suing?

Generally no, but it's advisable. Courts look favorably on plaintiffs who made reasonable efforts to resolve disputes before litigation. Additionally, many service agreements require you to notify the company within a certain timeframe.

My jewelry is missing. Should I accuse the cleaner directly?

Be careful about making direct accusations without proof—you could face a defamation claim. Instead, file a police report stating that items are missing and you've identified the cleaning service as having access. Let the police investigate.

Can I post negative reviews about the cleaning company?

Yes, as long as your review is truthful and based on your actual experience. Stick to facts: "They scratched my floors and refused to pay for repairs" rather than opinions or exaggerations. Truthful reviews are protected speech.

Prevention Tips for Future Services

• Verify insurance and bonding: Ask for certificates and verify with the issuing company
• Get everything in writing: Written contracts, scope of work, prices, and guarantees
• Take "before" photos: Document your home's condition before each cleaning
• Pay by credit card: Preserves chargeback rights if problems arise
• Check references and reviews: Look for patterns in complaints
• Start with a smaller job: Test a new company on a minor cleaning before committing

Key Resources

• Better Business Bureau: bbb.org
• State Attorney General Offices: usa.gov/state-consumer
• Small Claims Court Information: Your county court's website
• Credit Card Dispute Rights: consumerfinance.gov/credit-cards