AAA Precision Cool, Inc.

I received the letter this morning in regards to the *** *** complaint. I have addressed the issues with *** since her clean plus it was addressed by our social media person as she put a complaint on Google and one other website. I did tell her that walls and
baseboards get a "dry" clean because we do not "wash walls". I addressed the windows, floors, bathrooms and etc. on her original quote. As far as the scheduled time, I explained to her that we have a hour window. That means the team can be up to hours early or hours late. This allows for any cancellations or any issues that may arise at a prior clean. Her scheduled time was 2:p.m., and with the window they could be as late as before a call needed to be made by the Team Leader. I spoke with her at and let her know that I had just left the team on another job and they were looking at being at her house around 4:15. They had some problems with the house and major rust issues in the showers. Again, still in the window. The team arrived at and the Team Leader had called her to let her know they were at the house. I have addressed the issue of the house smelling of cigarette smoke with her. The team of that I sent to her house are ALL NON SMOKERS. When I talked to the Team Leader and the team members, they told me that the house did smell of smoke to them. When they started doing the cleaning with the neutral cleaner, brown stuff run down cabinets. With that being said, I would say that the prior tenant was a smoker and I can't help if it smelled, it was not anything caused by my employees. I also checked the notes from this clean that were written by the Team Leader. This is something new we have started in the last few weeks. With that we note any concerns our team has and who does what job in the house. According to her notes, there was a lawn mower in front of the basement stairs, a toilet and sink sitting in the dining room, 1/bathroom was tore up (as in remodeling), and water build up in the bathtub. She did send pictures but I have a really hard time with the pictures. The way she said in her complaint and with the pictures, it is like the team did absolutely NOTHING. I am having a hard time believing that they did nothing. Two of the team members have ocd tenancies and that is why they make excellent employees. I looked back through my notes and email that was sent to her at ***@gmail.com. I did offer an apology. As matter of fact, in an email she did think all I wanted to address was the smell of the smoke. I apologized for that and stated that it was just hard for me to understand because of being a non-smoking team. I did apologize for her disappointment in the clean. I addressed her issues with walls and etcby explaining again as to what was discussed when we talked the first time and did the quote. I also reminded her of the window time. Pat and I discussed the issue of her wanting a "full refund." We sent a team and offered to send another team to address the issues and make things right. We had to pay the team consisting of members and also used our supplies and they did not get in until after p.m. that evening. She was the last clean of the day. She wanted everything addressed by July 20th and they were as far as the emails and phone calls. She had stated if we didn't address them, she would contact an attorney. We now received the letter from you I have just recently been hired by The Maids in April. In that time, I have only had complaints to this magnitude and we have approximately customers that are regular maid service If you need any further information from me in regards to this matter, please let me know. -- Janet E*** Operations Manager The Maids of West Central Indiana S US Hwy Greencastle IN Office - 877-505-Cell - ***

I received the letter from Pat this morning in regards to the complaint from *** ***. I am not sure where to begin on this situation so the beginning will be the best. The field manager and myself did a walk thru of the house on June 23, 2016. We made notes that they
did not want any chemicals used on the floor just warm water. Dry Clean the walls. They had recently done some resanding on the floors and a lot of dust on floors and in the house. We sent the team out and they cleaned the house and it was signed off by *** ***. When a cus***er signs off, they agree that the house meets their approval and payment will be made. When they called with complaints they stated that the daughter's bathroom had not been cleaned, that there was lent around chairs and toilet was not cleaned behind. They did sent pictures of stuff that they said wasn't done. When I talked to the team leader, stated that they did do the issues that they were complaining about. I agreed to send another team, my top notch team leader and her team. I scheduled them to go back on June 7th. I left voice mails at ***'s phone ***. I also sent emails to *** which is the email address his wife had been sending me emails from. The email includes my office number and cell phone number that I can be reached on after office hours. I did not hear anything and sent the team out. When team arrived they were locked out and could not get in to make it right. I spoke with *** and it said to forget it or he wanted to talk to the owner. Pat and I were in office together when Pat called. We have not refused to clean the house and we made the effort to make it right. As far as Pat or myself or our staff making up claims that were not true, not so. I am OCD and make notes of everything I do in regards to customers, good or bad. There are discrepancies in what he is telling. In a email we received from the corporate office, he says that his daughter was there when the team left but it was the wife that signed off and the wife that emailed me. He also states in the email to corporate that he would like for us to make it right. We made the effort to go back and fix it and were locked out. Pat didn't refuse as the complaint states. We had sent a team and tried to make arrangements to send again but without confirmation, I wasn't going to send a team again. When we send a team and they can't get in to a home, we still have to pay them for their time. I have been in the position of Operations Manager since being hired in April. I have only had to deal with a customer like this twice in months. We currently have close to customers and if complaints are all I have had, I don't feel we deserve an "F" rating with the Revdex.com. When we have complaints, I discuss the issues with the Team Leader of whichever team went out and then we address them and send another team to make it right. This has worked in the past. I hope that I have covered the issues in the letter. If you need any further information from me, please let me know. -- Janet *** Operations Manager The Maids of West Central Indiana S US Hwy Greencastle IN Office - 877-505-Cell - ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.the photos say all that needs to be said about this issue and no one from the maids ever contacted me after my email and photos were reviewed with 'Pat' so I take issue with them saying all my issues have been addressedI don't have the time to go back and forth so many times with Janet via email to address what should be a simple issue especially after seeing the photosIt was clear I wasn't getting through to Janet via email even after I sent the photos so I decided to not engage with her after my email with photos...I was waiting to hear back once the photos were reviewed with management on July 20th but no one ever got back in touch with me....no further action is needed I just thought the Revdex.com should know how poorly one of their member companies was servicing customers.
Regards,
*** ***

Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that the response? would not resolve my complaint.? For your reference, details of the offer I reviewed appear belowThey offered NO resolutionThey are incorrect in many pointsThe facts are that they did not clean the house anywhere near the promises they make in their literatureFor instance the not using chemicals on the floor has nothing to do with the fact that there were large areas where they had not even swept the floorWe have pictures taken less than an hour after they left that show thisIt does not explain why one bathtub was never cleaned and the other and a shower were still left more dirty than cleanAs to their return, this "OCD" manager NEVER confirmed the time for the return visitWe were not thereHad she made contact and received a response she would have known not to send the team at that timeJust because she sent an e-mail with a time that we never confirmed does not excuse them from honoring their promiseBottom lineI have on three occasions, with them directly, through their franchise corporate office and through Revdex.com to resolve this matterIt is very simple, Come back at a confirmed time and honor your guarantee to make it rightThey will be paid? for completing the work and all will be wellTheir refusal to have the integrity to do the right thing and their almost obsessive need to be 'right' rather than give good cus***er service is what is preventing resolution
Regards,
*** ***