A Step Above Cleaning Service, Incorporated

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

We will provide a refund check in the amount of $37.50, since that is what the customer is looking for -- $paid less the $for the time spent leaves a difference of $If a longer explanation of the other claims is needed, I will provide that at a future date

We will provide a refund check in the amount of $37.50, since that is what the customer is looking for -- $paid less the $for the time spent leaves a difference of $37.50.
If a longer explanation of the other claims is needed, I will provide that at a future date

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: #the issue is not so much about the amount charged but the quality of service received. I was never told about a $per hour/cleanerI told her the size of the house sqftThe coupon used did not state not eligible for one time deep cleaning. That being said, we are getting off the main complaint , that being the quality of the work done. I did not say that Sarah refused to clean the jewel box, but that the mirror of the jewel box was not cleaned., the master closet not vacuumed, the master bath vent not cleaned, no furniture moved for dusting/vacuuming, cobwebs still evident, ceiling fans not dustedNo mention made when I called the office about a new cleaning crew, These blatant lies being told speak to the integrity of this company. No phone call received about the coupon, and no phone call received about the complaint. To respond with flat out mistruths does not surprise me, the fact that they are still in business does. The coupon is on their website and I received one in my mailbox, . Furthermore, if it was an issue, I handed it to her in the kitchen with the check, and nothing was said. When Sarah called the office, she said "jen said to charge you $for today". I explained to Jen on the phone that I was also self employed and if a customer takes time to address us with a complaint, I feel it is an honor because we can then make things right. I hoped that they would do as requested and begin to do a deep cleaning once I got off the phone. I am very disappointed that they chose to lie about what actually happened here, but not surprised. Word of mouth is the best advertising, I guess they don't take their reputation seriously.
Regards,
Diana ***

6/27/14*** ***:I received the aforementioned complaint and wish to respond,I'm not certain of the exact circumstances surrounding the issueTherefore, I would simply like to issue a refund check in the amount of $to *** ***.The check for $will be
mailed to:*** *** *** *** *** ** *** on or about 7/7/14.Please consider this matter resolved.Thank you,

*** *** ***>
10:AM (minutes ago)
to me
Hi ***,
Complaint # ***
I am writing to notify you that A Step Above Cleaning Services, the business I filed a complaint against has complied
with the requested terms to rectify this complaint
After several attempt to resolve this on my own, A Step Above Cleaning Services responded to your notification of the complaint I appreciate your help I will no longer require any further assistance with this matter
Thank You,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

To Whom It May Concern,
Two of our house cleaners, Sarah and Dana, went to the home of *** *** on Tuesday, June 17, *** *** called prior to schedule a "one time deep cleaning." It was at that time that *** *** was explained four different things about our one time
deep cleanings by our office manager, JennThe first thing that she was told was that the prices for one time deep cleanings are done directly over the phone and are a "ball park" estimateThe second thing that she was told was that for one time deep cleanings, we charge $per hour per cleanerThe third thing that she was told was that we base our estimates on the average size of each room, the average amount of furniture per room, and the average level of cleanlinessThe fourth thing that she was told was that customers who only have a one time deep cleaning are not eligible to use our $couponIt clearly states on each coupon that it is only eligible on a deep cleaning with regular services: weekly, biweekly, or monthly following the deep cleaningWe estimated *** ***'s cleaning to be $*** *** said that she understood and scheduled her cleaning with us
On the day of the cleaning, *** *** called our office and said that the cleaners were still in her home and that she noticed that some of the baseboards on the second floor weren't doneShe also said that the supervisor of the crew, Sarah, refused to clean the inside of her jewelry boxIt was at that time that *** *** was put on hold so we could contact the cleanersSarah said that she would ensure that the baseboards got done, but they were still working on the second floor, and that she didn't go around the home checking the work of the other cleaner just yet(It is the responsibility of the supervisor to check the work of the other cleaner/s to make sure that everything is properly getting cleaning.) Sarah also said that she did refuse to clean the inside of the jewelry box because she did not feel comfortable doing so with the amount of jewelry in itAfter talking to Sarah, Jenn got back on the phone with *** *** and told her what the cleaners had saidJenn also told *** *** that she would have that cleaning crew stop and she would send her a new crew that same day*** *** denied a new crew and said that she just wanted to let the current crew finish
After our cleaners were in the *** home for just about five hours, they called us for a priceWe told Sarah to let *** *** know that it would be $for the cleaningIt was at that time that *** *** got back on the phone and said that she refused to pay more than the price that she was given on the phone, $Jenn told *** *** that that price was just an estimate and she said that she wouldn't pay any moreShe then wrote the check for $190, instead of the $220, and handed the supervisor the check and the couponOnce Jenn saw the coupon and the $check from *** ***, she tried giving her a callJenn also left her a voice mail saying that she was not eligible to use the coupon and that the amount that she paid was incorrectWe never received a call back from *** *** about the matter
*** *** should have paid $for the cleaning that she received on June 17thInstead, she paid $She refused to pay more than the estimated price of $and continued to apply the $coupon even though she was told that she was not eligible to do soFor that reason, *** *** already received a major discount ($90) from our companyWe cannot possibly give her any more money off of her cleaning than that
Please consider this issue resolvedThank you!

It is our policy to send cleaners back out to fix anything a customer is not happy withThis was offered, but refusedSince it would one take about labor minutes to correct these issues, a refund is out of the question. Thank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]I am rejecting the response because it is false.  I emailed them right after the cleaners left, no response. They contend that they called me at ###-###-####, that is NOT my number and has never been. If they had called, I surely would have responded as I had initiated an email and was expecting such.  The jewelry box, although not a major item, was emptied before they came because I had never used this service before, the mirror that was on it was dirty and there was no need to open that to clean it. I think they cannot admit that on this day these 2 employees failed to give good service and my time, as well as money, was wasted.  they offered NO remedy to me in all these emails back and forth.  clearly given the job I got, I would not invite them back to my home.  I feel something is due to me for the quality I received.  I asked for one thing, very specifically, and got poor workmanship.  a reputable company would own up to the fact that they missed the mark and offer a solution .  so far, they have done nothing but confirm the fact that they are unprofessional.  No one works at l00% all the time, apologize, admit that what I got was less than adequate, offer a remedy of some kind, a portion even of the money paid.  STOP arguing that the work was that of professionals.  If I were the owner/manager, I would have been more interested in what actually happened and who was working for me, the product/service we were trying to sell and not be so interested in defending that which does not deserve to be defended !!!  The house was not "Spring Cleaned", that is what I asked for.  I did not ask for some one to come and feather dust !!  Train your employees, when you call a service you expect that the employees are trained and know what Spring Cleaning is.  The job done was poor and inefficient.  I don't know how else to say it.  You DID A LOUSY JOB and can't admit it. 
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

[A default letter is provided here which indicates your...

acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates...

your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We will provide a refund check in the amount of $37.50, since that is what the customer is looking for -- $120 paid less the $82.50 for the time spent leaves a difference of $37.50. If a longer explanation of the other claims is needed, I will provide that at a future date.

It is our policy to send cleaners back out to fix anything a customer is not happy with. This was offered, but refused. Since it would one take about 45 labor minutes to correct these issues, a refund is out of the question. 
Thank you

To whom it may concern,
Our main focus is not the $30 coupon that [redacted] used, even though she was not eligible to do so. That was simply a point that we wanted to make because [redacted] is asking for a full refund when she already received $90 off of her cleaning. In our eyes, that is enough of a refund. Her cleaning came to $280 and she only paid $190.
As far as the quality of work, once again, we only ever received one call from [redacted] regarding it. That call was made while the cleaners were still in her home, working on the second floor. At that time, all she complained about was the inside of her jewelry box not being cleaned and a few baseboards. After talking to the supervisor of the crew, she ensured me that those things would get done. Our cleaners were still working inside of the home. Furthermore, as a company, we never clean the inside of jewelry boxes because it is a huge liability for us. There is absolutely no reason for us to go inside of someone's jewelry box.
As far as the quality of work, if there was an issue then [redacted] should have called us after her cleaning. Instead, she ignored our call when we tried to reach out to her regarding the price and the fact that she under-paid $90. She also never returned our voice mail. If any of our customers have a complaint regarding their cleaning, then we need to be made aware of it right away. If the customer does so, then we take action to rectify the situation. If a customer calls within a few days of his/her cleaning, then we send a new crew to the home to fix the work that wasn't done properly. If a customer calls a week or so after the cleaning, then we even take money off. However, we never heard from [redacted] after her cleaning.
Thank you!