A Better Clean

Mrs [redacted] could not be satisfied Her house was a disaster when we cleaned the home There was even broken beer bottles in the kitchen that had sat and the glass from the bottles was STUCK to the kitchen floors We did miss a FEW things on the first cleaning but after Mrs [redacted] expressed her concerns, I personally went and took care of all of the items that she had mentioned She is clearly wanting someone to do work for her for nothing My company did in fact give her a %discount initially because she wasn't satisfied, but after all discrepancies were addressed, it was my opinion that another $discount was not justified Mrs [redacted] simply did not want to pay fro services provided A Better Clean guarantees all of our work, and Mrs [redacted] did in fact pass her inspection because of the services that A Better Clean provided, and that is all that we guarantee

This matter is being investigated The ex-employee has been accused of other things as well As stated, if no action is taken against the ex-employee, A Better Clean will in fact reimburse the customer, although no proof is provided that the ex-employee took the ringThat is how we maintain our reputation as an honest company

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]I have been very patient in regards to this matterHowever, he has not kept me in the loop with what is going onI have attempted to contact the owner on several occasions and he will not take my calls or return themI have given no reason for him to believe I am making this upWe were loyal and good customersWe may have called and complained at times but we still kept his company onWhat point is being licensed and bonded if when an issue arises it will not be dealt withI feel he should reimburse us the cost of the ring himself and try to recoup that money himselfAt worst, he could return my calls Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below First of all, our home is not extremely dirty as Mr [redacted] so ridiculously claimsYes, we do have a small dog and two cats, but I am obsessive about cleanliness (that's why I can no longer take one more of A "Better" Clean's inferior visits) I always clean between their visits, we don't allow shoes worn in the house, and our bathrooms, especially the shower doors are wiped down after every use with squigeesThe whole razor blade claim to the showers is just laughableShould they just used the Clorox product I asked them to use time and time again which I left for them on the counter, and which I demonstrated to Mr [redacted] on the before and after pics I texted him after the last visit when his incompetent employee did not clean the shower, there would have never been an issue with the showersI left the product I wanted them to use on the counter, and all they needed to do was spray, wait a few minutes, then rinse offThat's all I did on the pics I sent Mr [redacted] on 4/No razor involved, I may addSecondly, we always understood that Mr [redacted] would not be present at every visitWhat we asked when we first met, as I stated on my complaint, is that the same crew cleans our homeThat is allIt is irrelevant to me as a customer if his employees have child care issuesFinally, I don't see why it has taken Mr [redacted] so long to do the right thing and refund the cost of the damaged item when they were always paid on time for every visit even when they did not deliver on their promise of a "better" cleanSincerely, [redacted] ***

This is in response to the complaint from *** *** There are times when customers, no matter what you do for them just aren't satisfied When we started the home of *** ***, there was soap sm so thick on the showers that it was embedded in the doors of the showers A
Better Clean used every chemical available to try and remove the soap sm from the shower doors, even to the point of taking razor blades to the doors in an effort to remove the soap sm from the shower doors As for the different employees that went to clean the home, most of our employees are females with small children, and at times there were issues with children being in school, and doctors appointments and such, things that cannot be controlled when there are children involved Our company is a Family oriented company and we will never tell the mother of a child that they cannot attend the needs of their children As for using the supplies in her home Our company ALWAYS supplies all the necessary chemicals and other supplies needed to clean a home I have been in contact with the customer about the damaged towel and have told her that I would pay for the damaged towel The employee that damaged the towel has since be let go and no longer is employed by our company as I explained to Mrs*** The $will be sent to Mrs*** In the defense of our company, Mrs*** always had a complaint about a dirty home When we started her home, it was covered in dog hair and the showers looked as though they had never been touched We went in and made her happy with her cleanings until she found the damaged towel, something that the ex-employee never said anything about, it took Mrs*** calling me for me to find out about the towel, she had never called to complain about any of our services until that incident She wanted me the owner to be at her home for every cleaning and when you own and operate a company and have employees, it is not possible for the owner to always be on sight We apologized to Mrs*** and fully intend to refund her the cost of one towel for $

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThe owner has still not offered to do anything to fix the problem or compensate me for the incomplete cleaning job that was performed
I was never rude to anyone, regardless of whether my husband was around or not I am not a rude person and I treat people with respect During the walk throughs with the team leader, I did point out areas that needed attention, but I was very nice about it and was never rude To say otherwise is a lie He says that when his cleaning crew came to my house, I told them my house did not need to be cleaned Why would I tell them my house didn't need to be cleaned? That makes no sense
When the owner and manager of A Better Clean came to our home to meet us and give us a quote for the job, I was told that my special request for dusting and vacuuming under the bed would not be a problem because they have a Shop Vac that can easily reach under the bed He did not convey this to the cleaning crew, so the team just brought a standard upright vacuum The male cleaner helped my husband and I lift one end of our queen sized bed so one of the female cleaners could vacuum under it None of us would have had to lift the bed at all if the team had brought the equipment we were told they would have to clean under the bed It was my husband and I who moved the small bedside tables to the side so they could be vacuumed under No other furniture was requested to be moved, or moved at all that I or my husband are aware of We were not trying to take advantage of anyone, or add any tasks not already discussed with the owner as part of our deep clean We really appreciated the male crew member helping us lift the bed, and told him so
To say that I am only complaining because I don't want to pay the entire amount for the cleaning is ridiculous, because up until recently, all I was asking for was for the owner to come out and look at the areas that were still dirty and arrange to have them cleaned It was only after he refused to come, send his manager, or send anyone to clean those areas that I began asking for half of my money back so I could pay someone else to complete the job When I contacted him to tell him about the areas I found that were still dirty, I fully expected him to come out to my house and look over the areas I was upset about That is what I was told would happen Instead, he dropped contact with me for a week and a half, then, after I contacted him a couple more times, he finally responded and told me he would not come out because he trusted his crew I tried to convince him to come out, but he said he was tired of going back and forth with me, and that my only recourse was to not recommend them Again & again I invited him to come out and look for himself He refused each time, repeating that he trusts his crew He didn't have to choose between believing me or trusting his crew He could have come out to see for himself
The specific areas that were left unclean or not cleaned properly are: Kitchen counters: The counters were sticky in places, and still had crumbs on them Window sills: Many are untouched and still filthy, including having dust, old cobwebs & even a few dead bugs/flies still left on them Window blinds: The blinds were haphazardly dusted, and the dust that was removed was allowed to fall onto the back of my couch & left thereFloors: The floor under my couch was still dirty, and carpets were not vacuumed thoroughly Refrigerator: The top of my refrigerator was untouched & still covered in dust (cleaning the top of the refrigerator is something the owner specifically said they do as part of cleaning the kitchen) Cabinets: The cabinet directly under kitchen sink was not wiped out and is still dirty (this is something that I specifically asked them to do, & was pointed out as something still needing to be done during one of the walk-throughs I later discovered the area untouched and still dirty after the crew left) These are not things that would have taken a long time or a lot of effort to correct They were supposed to be part of our deep clean, and they are issues I wanted resolved Despite the owners claim otherwise, the cleaning crew WAS in a hurry to leave, and stated they had to go because they were already an hour late getting to their next appointment One of the last things the team leader said to me was to contact them if I found anything else that needed attention, and they would come back out and fix it.
When the owner and his manager were at my house to give me an estimate on the job, I asked them what they do if a customer is not satisfied for one reason or another He told me that either he or his manager is present for the final walk through and they make sure the job is complete before the team leaves, so having an unsatisfied customer is never an issue for them for that reason That is exactly what he said I was impressed by that, and that is what convinced me to hire this company If he does not come and check behind his team, he shouldn't tell potential clients he does The owner recently posted a general apology on his A Better Clean Facebook page, saying that he'd recently let several customers down, that team members had been let go because of poor performance, he was in the process of hiring new employees to replace them, and that he fully intended to make things right with the customers he'd upset When myself and another dissatisfied customer commented on that post, asking if he was going to make it up to us too, he promptly deleted the entire thing He also flagged my 1-star review of his business on their Facebook business page, and had it removed
If I was a business owner and was contacted by a customer who had complaints, I would apologize, do everything I could to investigate the claim myself, and make sure my customer was satisfied *** made no attempt to do this, although he promised he would, and was asked to several times The issues I had could have easily and quickly been taken care of if the owner had been willing to address them Instead, he told me he could tell I am the type of person who is never satisfied, and he feels I would not be happy even if he did come out to have a look at my complaints How would he know that unless he tried? I am not a rude or unreasonable person I have no problem paying for good work I routinely give good reviews and recommendations for companies that are trustworthy and perform their job well This is the first time I have ever contacted the Revdex.com with a complaint
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.*** has not offered to do anything about my complaint He is just continuing to say that he trusts the word of his team, that I am unreasonable, & cites the fact that the team members received a tip to justify taking no action Believe me, it wasn't long after his team rushed out that I deeply regretted giving them a tip because I began noticing more and more areas that were not clean or not cleaned properly I wish I hadn't made any payment at all until *** or his manager came to look at my house like they said they were going to do When he came to my house to give me an estimate & was trying to get my business, he told me that either he or his manager do a walk-through with their clients to check the job themselves and to make sure their customers are satisfied Neither *** nor his manager were available or willing to come out to my house to see for themselves the poor job that was done, despite numerous requests by me to do so I contacted him the very same day his company cleaned to let him know I was unhappy and to find out when he would be by I sent him a list of areas that were still dirty and asked that he send someone out to clean them He said he couldn't come out that day, but "promised" he would address the issues and said "I fully intend to honor my promise to you" After that, I heard nothing for a week and a half until I contacted him again Again, I asked him to come out to see for himself and fix the issues, but he refused, saying his team told him they'd done a good job, and he trusts their word It was much easier for him to simply trust the team rather than come out and see for himself what my complaints were and make sure they were taken care of Any responsible local business owner would have made every effort to do that and follow through on their promise I am 100% confident that he would not have been happy with the job that was done No one would have been When you pay someone to clean your house, you do it because you want to save yourself the time and hassle of doing it yourself This has been nothing but stressful and frustrating I would have been very happy if he would have come to see and clean the areas I was upset about, but he has now frustrated me to the point that I never want to see him or anyone from his business again I am still requesting half my money back ($70) so I can pay someone else to finish the job they neglected to do I think that is more than fair
Regards,
Catherine Jackson

Mr*** is incorrect in his complaint and just looks to damage the name of A Better Clean His establishment has a greasy mechanical shop in the back of the office area that we were expected to keep clean It was not possible to keep all of the grease off of everything in the
office/lobby area, only cleaning twice a month, not to mention keeping all of the cigarette smoke, ashes and cigarette bitts cleaned up in the offices twice per month When Mr*** requested his key back I was working out of town and unable to return the key "RIGHT THEN", he then proceeded to change the locks the next day and then demand that I pay for it, even though I had informed him that I was out of town and no one else had control of the key except me I did tell Me*** I would get him the key back to him as soon as I had returned from out of town. We would find cigarette ashes in all the offices where they smoked along with dirty ashtrays in the offices This is the only Business that we have ever cleaned where Smoking is still Allowed inside of the business Mr*** then wanted to add other cleaning areas to our list of cleaning, such as the area immediately adjacent to the offices where cigarette butts were on the floor in the Shop where they worked on mechanical equipment and emptying the ash trays in that area as well, without negotiating a change in price Then he wanted us to ensure all grease was kept removed from light switches and doors and tile with only visits per month It just isn't possible for any cleaning service to meet his expectations only cleaning twice per month Our service took over for another cleaning service and we immediately noticed a huge difference in our cleaning, as opposed to the service that we replace, but we certainly understood why Mr*** was receiving the service he was getting before our company took over Mr*** does not want to pay for what he expects to be accomplished and doesn't want to pay for the amount of services per month required to maintain the office areas to the standards that he expects

My Team Leader did two walk through's with this customer and after the second one she said that she was happy with the service she had received, she then tipped each of the team members (3) of them $ If she had not been satisfied with the service, I am not sure why she would have tipped
the team She then called me complaining about the service The same team had two more jobs that day and those two customers had nothing but praise about the service that they had received The team that we sent to this customers house moved furniture to clean behind it, and as I explained to the customer, we are a cleaning service not a furniture moving company Moving furniture is a liability for my teams and the risk of injury is increased with them doing it, yet they did it anyway I felt that the team had went above and beyond to satisfy this customer, and I never have to go back and check after one of my teams have provided service I stand by my teams as any good employer should and back them up on this particular case They cleaned black mold out of this customers bathroom, which is a hazard as well, but they did this task as well This customer was charged a significant amount less than what our company normally charges for a one time deep cleaning, and she received more services than we normally provide It is my opinion that this customer wanted service but did not wish to pay the total cost

I am owner of A Better Clean, and I am also retired MILITARY and know the frustrations that come with PCS'ing.  Mrs. [redacted]'s complaints are not legitimate.  Yes, I did make a public apology, but it was directed at our Regular customers, that are accustomed to seeing the same faces in their homes on a regular basis.  I know that no one is perfect and that things may be missed from time to time, we are human and mistakes are made.  Mrs. [redacted], has continued to bad mouth us and tried to get a refund when the cleaning that our service provided was completed in a professional manner.  The day of the cleaning, Mrs. [redacted] called me on another job complaining about our cleaning service, and I told her on the phone that I was taking $75.00 off of the initial quote, which she seemed happy with.  Upon completion of a walk-thru with her [redacted] husband and him being satisfied with the cleaning, we left the job.  I then starting getting calls from Mrs. [redacted] and she provided me with a list of discrepancies, which I personally took care of for her.  It is my feeling that if her husband conducted a walk-thru and was satisfied with the cleanliness of the home, then our job was complete.  When Mrs. [redacted] complained, her complaints were addressed.  If Mrs. [redacted] had been there for the walk-thru, any discrepancies would have been addressed on the spot, however she was not there and sent her husband and we subsequently began receiving calls from Mrs. [redacted], and after making 3 trips to the home for things that were addressed after her list was provided for me, I felt that there was no satisfying this customer.  I do not feel that a refund is justified, because every complaint that Mrs. [redacted] had, was addressed and she did in fact pass her move-out inspection, and it wasn't because of what Mrs. [redacted] says she did after our company was there.  I wish I had taken pictures of things before we cleaned her home, because she is in fact herself telling a lie about the beer on the floor and the broken glass, the glass had to be scraped up with a putty knife and then the floor soaked in order to get the beer off of the floor.  We did everything humanly possible to satisfy Mrs. [redacted] with the exception of giving her any money back, which is the only thing that will make this customer happy.  Again, I do not feel that a refund is justified with the amount of work that we put into this home, and the trouble that Mrs. [redacted] has tried to cause for our company.  Unlike what Mrs. [redacted] says, our reviews and testimonials are not family and friends, but real customers, we are happy to provide names and phone numbers as references to these customers.  Yes, my own testimonial is on our website and my business facebook page because I am the owner of my company and my own best promoter of my own company, because we do not advertise on the radio or on TV.  This is my rebuttal to Mrs. [redacted]'s comments and her attempt to damage my company's reputation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The proof is in that there are two other complaints filed around the same time frame that we all had problems with [redacted], his company and their cleaning services.  Rather than hold himself accountable as the owner of a business should he chooses to put the blame on the customers.  I hope potential customers read the complaints/reviews on here before making the same mistake we did.  Never pay for services until you see the final product and never believe reviews on social media.  His Revdex.com review will hopefully drop and the honest reviews on social media will make their way around so that no one else is wronged by [redacted] and his company because in the end it's never "their" fault and the customer is NEVER right.  I am done going back and forth with this liar.  I am a firm believer in what goes around comes around and he will have to answer to his maker someday. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]I have been very patient in regards to this matter. However, he has not kept me in the loop with what is going on. I have attempted to contact the owner on several occasions and he will not take my calls or return them. I have given no reason for him to believe I am making this up. We were loyal and good customers. We may have called and complained at times but we still kept his company on. What point is being licensed and bonded if when an issue arises it will not be dealt with. I feel he should reimburse us the cost of the ring himself and try to recoup that money himself. At worst, he could return my calls. 
Regards,
[redacted]

Mrs. [redacted] could not be satisfied.  Her house was a disaster when we cleaned the home.  There was even broken beer bottles in the kitchen that had sat and the glass from the bottles was STUCK to the kitchen floors.  We did miss a FEW things on the first cleaning but after Mrs....

[redacted] expressed her concerns, I personally went and took care of all of the items that she had mentioned.  She is clearly wanting someone to do work for her for nothing.  My company did in fact give her a %75.00 discount initially because she wasn't satisfied, but after all discrepancies were addressed, it was my opinion that another $100.00 discount was not justified.  Mrs. [redacted] simply did not want to pay fro services provided.  A Better Clean guarantees all of our work, and Mrs. [redacted] did in fact pass her inspection because of the services that A Better Clean provided, and that is all that we guarantee.

This matter is being investigated.  The ex-employee has been accused of other things as well.  As stated, if no action is taken against the ex-employee,  A Better Clean will in fact reimburse the customer, although no proof is provided that the ex-employee took the ring. That is how...

we maintain our reputation as an honest company.

I again say that this customer received more service than we normally provide for a cleaning service.  I wasn't on this particular job myself, because if I had been, she would have been told on the spot that we do not move peoples furniture to clean.  It is a health liability for my employees to lift heavy furniture, but my staff did this any way to try and accommodate this customer.  She was never told by myself or my manager that we would come out to inspect the work of our team, because we fully trust our well trained teams.  She received a discounted price as well.  A Normal initial/start-up, 1 time clean is usually much higher than the $140.00 that she was charged, and our teams do not rush through anyone's homes in order to get to another job.  Our teams are trained to do a job until it is complete.  This customer was rude to the employees when her husband wasn't around and then nice to them when he was present.  According to the team, even the husband made a comment to the customer about her demands, and I as the owner will continue to stand by the team that was in her home, as I said before, I have the utmost confidence in the teams of cleaning professionals that are employed by A Better Clean, and fully understand that every customer is not going to be 100% satisfied.  All anyone has to do is take a look at our reviews to see that we do quality work, and no, the reviews aren't just family and friends but most are real customers.  Some are family members but 80% of the reviews are provided by real customers that have nothing but good to say about our company.  This customer was rude to our team, difficult and unreasonable in her requests and I as a great owner of a great company back my team of professionals.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  
First of all, our home is not extremely dirty as Mr. [redacted] so ridiculously claims. Yes, we do have a small dog and two cats, but I am obsessive about cleanliness (that's why I can no longer take one more of A "Better" Clean's inferior visits).  I always clean between their visits, we don't allow shoes worn in the house, and our bathrooms, especially the shower doors are wiped down after every use with squigees. The whole razor blade claim to the showers is just laughable. Should they just used the Clorox product I asked them to use time and time again which I left for them on the counter, and which I demonstrated to Mr. [redacted] on the before and after pics I texted him after the last visit when his incompetent employee did not clean the shower, there would have never been an issue with the showers. I left the product I wanted them to use on the counter, and all they needed to do was spray, wait a few minutes, then rinse off. That's all I did on the pics I sent Mr. [redacted] on 4/27. No razor involved, I may add. Secondly, we always understood that Mr. [redacted] would not be present at every visit. What we asked when we first met, as I stated on my complaint, is that the same crew cleans our home. That is all. It is irrelevant to me as a customer if his employees have child care issues. Finally, I don't see why it has taken Mr. [redacted] so long to do the right thing and refund the cost of the damaged item when they were always paid on time for every visit even when they did not deliver on their promise of a "better" clean.
Sincerely,
[redacted]