Action Maids

TO: [redacted] ***, Dispute Resolution Specialist Revdex.com FAX #: 216/861- DATE: FROM: ROBERT E F*, PRESIDENT RE: ID Number: [redacted] *** On 2/8/16, [redacted] of the [redacted] contacted us to schedule an appointment for general housecleaning services for [redacted] ***, [redacted] **They stated that they are providing this benefit to Ms [redacted] and that they are responsible for the paymentGeneral housecleaning services were provided on 2/15/for hours of service by a two-person service team, from 12:pm to 3:pm The appointment was originally scheduled for one hour but upon arrival, our service team determined that it would require hours to complete the job due to the poor condition of the homeMs [redacted] was asked if this was ok and they were given permission by Ms [redacted] to stay and cleanThis information and approval was communicated to Action Maids' main office However, we attempted to contact [redacted] of the MS Society for approval of the additional time since they would be paying for the servicesBecause it was President's Day, their office was closed and we were unable to reach Ms ***At that point, Action Maids authorized the team to continue cleaning up to a total cleaning time of two hoursThe service team completed the Customer Service Report (our invoice) for two hours However, Ms [redacted] was very upset that we were not going to stay and clean beyond the two hours and stated that she would pay for the additional time needed because she wanted her home cleanedAfter three hours, however, Ms [redacted] changed her mind and refused to pay, stating that she can't afford to pay because she's on public assistanceAt that point, we told the team to leaveMs [redacted] was very agitated and argumentative, making communication with her very difficultDue to this, our service team member failed to correct the Customer Service Report/invoice to indicate actual hours worked of hours Upon explaining the situation to our customer, Ms [redacted] of the [redacted] , they concluded that we were entitled to payment for three hours and provided full payment on 3/21/

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.There was an initial issue of received an estimate from Donna, who did finally send the estimate indicating to me this was not procedure.No revised estimate was ever given to me.Donna, who was very familiar with the [redacted] condo, as stated below, quoted the time it would take to clean an empty condo I called because the amount charged on my charge card was more No one from Action Maids called to let me know the amount was more than the original estimateNo price change/computer pricing issues was ever discussed with me.As stated below, I received a hour credit I did not receive a hour credit on my credit card.With regards to the statement once other are in the condo, the condo will not be in the same condition as it was when Action Maids, left is certainly a fair statement, but the bathroom floors around the toilet on the side closest to the wall were as dirty as they were before Action Maids came, makes it seem unlikely The Medicine cabinets not being cleaned has little to do with painters as does the the drawers in the kitchen not being cleaned The fan blades, again, painters had little to do with that.I find interesting, Action Maids have failed to respond to my letter sent to their president, failed to respond to the Revdex.com complaint until now I continued the process recommended to me by the Revdex.com when no response was issued by Action Maids.The errors in the letter and the error in the facts, are glaring.ACTION MAIDS TM Detroit Road Westlake, Ohio 4401892-August 5, Action Maids provided cleaning services at [redacted] 's residence located at [redacted] ***., on occasions since During that time, Ms [redacted] contacted us on nine different occasions to compliment us on the excellent service we provided [redacted] first contacted Action Maids on 4122/We were advised that [redacted] had passed away and she was handling the estateShe requested an estimate for a final cleaning of the property, which was now vacantAt that point in time, [redacted] was given an estimate of to hours of general cleaning at the rate of $72/HourShe advised that she would have to discuss this with other parties before scheduling serviceOn 5/19115, [redacted] called again and scheduled the final cleaning of the [redacted] property for Thursday, 5/28/At this point, we were requested to provide general cleaning services at the property but were also Instructed to wash the walls in the "blue bedroom", [redacted] was informed that our wall-washing rate was $65/hourA revised estimate was given to [redacted] of hours for general cleaning and hour of wall washingOn 5/18/we had a price increase from $72/hr to $75/hr for general cleaningWe were unsure whether this had been communicated to [redacted] so we honored the old rate of $72/hr as a customer courtesyOur Customer Service Report (Invoice), howeverreflected the new rate of $75/hr due to computer programming, but we subsequently credited her account for the difference in the rateHowever, in reviewing this entire customer record, we found that credit In the amount of $12.15, representing the difference in the rates, was not issued to [redacted] ***'s credit card, due to a clerical errorThis amount Is being included in the check we have enclosed, made payable to [redacted] ***On Monday, 611/15, four days after the service was performed, we received the first customer complaint [redacted] complained that the work took longer than she had expectedWe provided a good faith adjustment by providing a hour credit to the customer's credit cardVarious other complaints regarding the quality of our cleaning services were based on a third party account (the building supervisor)On 6/19/15, weeks after the service had been completed; [redacted] contacted us again and made numerous complaints about the quality of the serviceThis complaint was based upon her inspection of the property on Monday, June 15, two and one half weeks albs the During the period from the service date of 5/28/until 6/15/15, we were advised that both painters and a building supervisor were in the property after we cleaned, and before [redacted] viewed the propertyWe believe it is reasonable to expect that if you have painters on the property, as well as others, the property will not be in the same condition as when we originally completed cleaning servicesACTION MAIDS guarantees satisfaction with the work performed by our service teamsIf a customer is dissatisfied with any of the work performed, we require that a call/contact be made to ACTION MAIDS by the end of the day following the service dateWe will return as soon as possible to complete the work to the customer's satisfactionA copy of Action Maids' service guarantee is attached and is also posted on Action Maids' website (www.ActionMaids.org)Even though this complaint was received tour days after the service, we offered [redacted] a redo of those areas she was dissatisfied withShe refused a redo, stating that the painters were already thereRegards, [redacted] ***

TO: *** ***, Dispute Resolution Specialist Revdex.com
FAX #: 216/861-
DATE: 4/28/
FROM: ROBERT E F*, PRESIDENT
RE: ID Number: *** *** *** We have received your second letter, and consumer rebuttal, today and respond as follows
We repeat all comments previously submitted to you in our fax dated 4/14/We would also add the following:
During our conversations with Ms *** on the day of the service, the topic of conversation revolved around her trying to receive more cleaning time than our customer, the *** *** *** ***, had approved Action Maids to provideShe did not complain about the quality of the cleaning service or ask that they leaveTo the contrary, she wanted them to continue cleaning beyond the approved cleaning time
ACTION MAIDS has been in business for years and, based upon that experience, can state that the condition of this home was extremely poor and that was the reason for our inability to complete the job within the one hour time frame that was approved by the *** *** *** ***
As stated in our previous communication (4/14/16), our customer, Ms *** *** of the *** *** *** ***, was aware of the entire situation, and concluded that we were entitled to payment for the three hours and have provided full payment on this account
Ms *** has been a very difficult customer to deal with and continues to contact our office and scream verbal insults and demandsThis situation has to stop

ACTION MAIDS TM Detroit Road Westlake, Ohio 4401892-3460 August 5, 2015 Action Maids provided cleaning services at *** *** residence located at *** *** *** *** *** ***., on occasions since During that time, ** *** contacted us on nine different
occasions to compliment us on the excellent service we provided. *** *** first contacted Action Maids on 4122/We were advised that *** *** had passed away and she was handling the estateShe requested an estimate for a final cleaning of the property, which was now vacant. At that point in time, *** *** was given an estimate of to hours of general cleaning at the rate of $72/HourShe advised that she would have to discuss this with other parties before scheduling service. On 5/19115, *** *** called again and scheduled the final cleaning of the *** *** property for Thursday, 5/28/At this point, we were requested to provide general cleaning services at the property but were also Instructed to wash the walls in the "blue bedroom", *** *** was informed that our wall-washing rate was $65/hourA revised estimate was given to *** *** of hours for general cleaning and hour of wall washing. On 5/18/we had a price increase from $72/hr to $75/hr for general cleaningWe were unsure whether this had been communicated to Ms L*** so we honored the old rate of $72/hr as a customer courtesyOur Customer Service Report (Invoice), howeverreflected the new rate of $75/hr due to computer programming, but we subsequently credited her account for the difference in the rateHowever, in reviewing this entire customer record, we found that credit In the amount of $12.15, representing the difference in the rates, was not issued to *** ***'s credit card, due to a clerical errorThis amount Is being included in the check we have enclosed, made payable to *** ***. On Monday, 611/15, four days after the service was performed, we received the first customer complaint*** *** complained that the work took longer than she had expectedWe provided a good faith adjustment by providing a 1/hour credit to the customer's credit cardVarious other complaints regarding the quality of our cleaning services were based on a third party account (the building supervisor). On 6/19/15, weeks after the service had been completed; Ms L*** contacted us again and made numerous complaints about the quality of the serviceThis complaint was based upon her inspection of the property on Monday, June 15, two and one half weeks albs the During the period from the service date of 5/28/until 6/15/15, we were advised that both painters and a building supervisor were in the property after we cleaned, and before *** *** viewed the propertyWe believe it is reasonable to expect that if you have painters on the property, as well as others, the property will not be in the same condition as when we originally completed cleaning services. ACTION MAIDS guarantees satisfaction with the work performed by our service teamsIf a customer is dissatisfied with any of the work performed, we require that a call/contact be made to ACTION MAIDS by the end of the day following the service dateWe will return as soon as possible to complete the work to the customer's satisfactionA copy of Action Maids' service guarantee is attached and is also posted on Action Maids' website (www.ActionMaids.org)Even though this complaint was received tour days after the service, we offered *** *** a redo of those areas she was dissatisfied withShe refused a redo, stating that the painters were already there. *** *** was charged as follows:General Cleaning$72/hr - hrs (amt charged $216.00)Wall Washing$82/hr - hrs (amt charged $61.50)Subtotal $277.50Tax (.08%) $22.20Credit Card Processing Fee $ 3.00Total $(-40.50)Credit for 1/Hour-Good Faith Adj - Issued 6/1/ (-40.50)Total Charge $262.50 On 6/29/15, *** *** also filed a complaint with the Revdex.com, which included a page detailed complaint We believe this customer is unreasonable in view of the entire circumstance However, in order to resolve this matter in fill and with stipulations to that affect and the withdrawal of the Revdex.com complaint, we are enclosing a check in the amount of $(one house credit of $+ rate adjustment of $12.15) as a good faith adjustment and in full and final settlement of all claims that *** *** may have in this matter. Sincerely,Action Maids

cons's rebuttal sent via live chat;
I'm responding to Action Maids response in regard to cleaning in my apartmentFirst of all avtion maids did a bad job cleaning my apartmentThey didn't wipe the walls and light fixtures then in one hour of them trying to complete the job they got a few phone call from the office tells them to stop cleaning she said it had been hour and that all they was getting paid forI have the letter she wrote about more money if I wanted to get it doneIt was not done right at all plus the workers company about the lady handling the callsAll in all it was not right still as not plus they liedBad business to call for house cleaning period

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.There was an initial issue of received an estimate from Donna, who did finally send the estimate indicating to me this was not normal procedure.No revised estimate was ever given to me.Donna, who was very familiar with the [redacted] condo, as stated below, quoted  the time it would take to clean an empty condo.  I called because the amount charged on my charge card was more.  No one from Action Maids called to let me know the amount was more than the original estimate. No price change/computer pricing issues was ever discussed with me.As stated below, I received a 14 hour credit.   I did not receive a 14 hour credit on my credit card.With regards to the statement once other are in the condo, the condo will not be in the same condition as it was when Action Maids, left is certainly a fair statement, but the bathroom floors around the toilet on the side closest to the wall were as dirty as they were before Action Maids came, makes it seem unlikely.  The Medicine cabinets not being cleaned has little to do with painters as does the the drawers in the kitchen not being cleaned.    The fan blades, again, painters had little to do with that.I find interesting, Action Maids have failed to respond to my letter sent to their president, failed to respond to the Revdex.com complaint until now.   I continued the process recommended to me by the Revdex.com when no response was issued by Action Maids.The errors in the letter and the error in the facts, are glaring.ACTION MAIDS TM 25125 Detroit Road Westlake, Ohio 44145 4401892-3460 August 5, 2015 Action Maids provided cleaning services at [redacted]'s residence located at [redacted]., on 30 occasions since 1999. During that time, Ms [redacted] contacted us on nine different occasions to compliment us on the excellent service we provided. [redacted] first contacted Action Maids on 4122/15. We were advised that [redacted] had passed away and she was handling the estate. She requested an estimate for a final cleaning of the property, which was now vacant. At that point in time, [redacted] was given an estimate of 2 to 2.5 hours of general cleaning at the rate of $72/Hour. She advised that she would have to discuss this with other parties before scheduling service. On 5/19115, [redacted] called again and scheduled the final cleaning of the [redacted] property for Thursday, 5/28/15. At this point, we were requested to provide general cleaning services at the property but were also Instructed to wash the walls in the "blue bedroom", [redacted] was informed that our wall-washing rate was $65/hour. A revised estimate was given to [redacted] of 2.5 hours for general cleaning and .5 hour of wall washing. On 5/18/15 we had a price increase from $72/hr to $75/hr for general cleaning. We were unsure whether this had been communicated to [redacted] so we honored the old rate of $72/hr as a customer courtesy. Our Customer Service Report (Invoice), however. reflected the new rate of $75/hr due to computer programming, but we subsequently credited her account for the difference in the rate. However, in reviewing this entire customer record, we found that credit In the amount of $12.15, representing the difference in the rates, was not issued to [redacted]'s credit card, due to a clerical error. This amount Is being included in the check we have enclosed, made payable to [redacted]. On Monday, 611/15, four days after the service was performed, we received the first customer complaint. [redacted] complained that the work took longer than she had expected. We provided a good faith adjustment by providing a 14 hour credit to the customer's credit card. Various other complaints regarding the quality of our cleaning services were based on a third party account (the building supervisor). On 6/19/15, 3 weeks after the service had been completed; [redacted] contacted us again and made numerous complaints about the quality of the service. This complaint was based upon her inspection of the property on Monday, June 15, two and one half weeks albs the During the period from the service date of 5/28/15 until 6/15/15, we were advised that both painters and a building supervisor were in the property after we cleaned, and before [redacted] viewed the property. We believe it is reasonable to expect that if you have painters on the property, as well as others, the property will not be in the same condition as when we originally completed cleaning services. ACTION MAIDS guarantees satisfaction with the work performed by our service teams. If a customer is dissatisfied with any of the work performed, we require that a call/contact be made to ACTION MAIDS by the end of the day following the service date. We will return as soon as possible to complete the work to the customer's satisfaction. A copy of Action Maids' service guarantee is attached and is also posted on Action Maids' website (www.ActionMaids.org). Even though this complaint was received tour days after the service, we offered [redacted] a redo of those areas she was dissatisfied with. She refused a redo, stating that the painters were already there. Regards,
[redacted]

TO: [redacted], Dispute Resolution Specialist Revdex.com
FAX #: 216/861-6365
DATE: 04116
FROM: ROBERT E F[redacted], PRESIDENT
RE: ID Number: [redacted] 
On 2/8/16, [redacted] of the [redacted] contacted us to schedule an appointment for...

general housecleaning services for [redacted]. They stated that they are providing this benefit to Ms [redacted] and that they are responsible for the payment. General housecleaning services were provided on 2/15/16 for 3 hours of service by a two-person service team, from 12:03 pm to 3:00 pm.
The appointment was originally scheduled for one hour but upon arrival, our service team determined that it would require 3 hours to complete the job due to the poor condition of the home. Ms [redacted] was asked if this was ok and they were given permission by Ms [redacted] to stay and clean. This information and approval was communicated to Action Maids' main office.
However, we attempted to contact [redacted] of the MS Society for approval of the additional time since they would be paying for the services. Because it was President's Day, their office was closed and we were unable to reach Ms [redacted]. At that point, Action Maids authorized the team to continue cleaning up to a total cleaning time of two hours. The service team completed the Customer Service Report (our invoice) for two hours.
However, Ms [redacted] was very upset that we were not going to stay and clean beyond the two hours and stated that she would pay for the additional time needed because she wanted her home cleaned. After three hours, however, Ms [redacted] changed her mind and refused to pay, stating that she can't afford to pay because she's on public assistance. At that point, we told the team to leave. Ms [redacted] was very agitated and argumentative, making communication with her very difficult. Due to this, our service team member failed to correct the Customer Service Report/invoice to indicate actual hours worked of 3 hours.
Upon explaining the situation to our customer, Ms [redacted] of the [redacted], they concluded that we were entitled to payment for three hours and provided full payment on 3/21/16.