Alliance Excavating Ltd

Revdex.com, re: Julia Clarke and Great Green Cleaning Thank you in advance for mediating this issueAs you know we have had an A+ rating with the New York Revdex.com for years and we always appreciate the work you do to help us resolve difficult issues I also want to notify you that all of our phone calls are recorded and kept for over a year, and our database files and notes are computerized, time and date stamped and nothing can be altered in these records I have included recordings – 1: [redacted] 's original request for service- asking us to clean rooms prior to a bridal shower, Kitchen, Living-room, Bathroom and hallwayShe is speaking to Melissa who estimates approximately hours The phone call was continued at another time when [redacted] called back to schedule the service and give us her payment information The actual job took hours and minutes We have a signed Terms of Service Contract with [redacted] where she agrees to our terms It is clear on the contract that we do not provide paper towels, trash bags, or hardware that can cross contaminate like mops and brooms We can not assure you that she read the agreement only that she signed it In addition we have included a second phone call with Melissa at the end of [redacted] 's cleaning, when [redacted] called Melissa back Melissa called [redacted] to ask her about the quality of her service (as we always do at the end of each cleaning because our work is guaranteed) an [redacted] did not answer [redacted] called Melissa back a few minute later and you can hear in the recording that [redacted] states clearly that she was very happy with her cleaningYou can also hear Melissa remind her that we have a guarantee and that if she should discover anything she is not happy with in the next hours all she has to do is call us and we will re-clean it at no cost to her The Cleaning person had a second job to go to and was not wasting time or “stalling” she has a special needs son and likes to complete her work as quickly as possible to get home She completed [redacted] ’s job in hours and minutes because that is how long it took to thoroughly clean the rooms that she requested [redacted] did not contact us the next day to tell us she found a crumpled paper towel left behind in her bathroomLeaving any cleaning supplies or trash behind is not our policy and we would have sent someone back to discard the paper towels had she called us the next day [redacted] did not call us that day or that week, but she sent an email almost weeks after her cleaning I didn’t receive her email, it ended up in my spam folderI apologize for this –it was beyond my control When she finally did call and I was made aware of her dissatisfaction- I listened to her phone calls and was bewildered by the nature of her complaint as she wasn’t complaining about the cleaning She requested the cleaning of rooms for her party, we estimated hours (it’s a telephone estimate so we can’t be exact because we can’t see the amount of dirt in the space) We were pretty close—it tool only minutes longer than we estimated The chief complaint seems to be the following: 1- That we used a roll of paper towels and left a paper towel crumpled up in the bathroom (and she didn’t know that we wouldn’t bring paper towels) 2- That the job took minutes longer than we estimated 3- That we didn’t respond to her complaint quickly enough She doesn’t have any complaint about the quality of the cleaning or the quality of our completed work, except for the paper towel that was left behind in the bathroom She is correct in that we didn’t speak with her about her dissatisfaction quickly enough For that, I truly apologize In spite of the fact that she read and signed our agreement and knew that she had hours to ask us to redo our work – I don’t ever want a client to be unhappyWe all get busy and forget to return an item, or forget to make that phone call to get our issue resolved I’d like [redacted] to be counted as one of our many satisfied clients, and if I could go back in time and have her Cleaner throw out that paper towel I would I cannot make a hour job take less timeThat’s not possible What I will do is offer [redacted] an additional free hour of service should she ever choose to use Great Green cleaning for house cleaning again, she can pay for hours of service and have her fourth hour free - -that’s a value of $ I will also note on her account that she would prefer a cleaner that is a non smoker, and we will even provide her with a free roll of paper towels on her next cleaning We’d like her to remove or correct all of her negative social media reviews – to be a more accurate reflection of the situation -- we did a good job cleaning the areas that she requested to be cleanedWe showed up early and worked diligently I hope this offer of resolution works for [redacted] , Thank you for your help in resolving this matter Cindy L [redacted] General Manager Great Green Cleaning

Revdex.com, re:  Julia Clarke and Great Green Cleaning   Thank you in advance for mediating this issue. As you know we have had an A+ rating with the New York Revdex.com for 34 years and we always appreciate the work you do to help us resolve difficult issues....

  I also want to notify you that all of our phone calls are recorded and kept for over a year, and our database files and notes are computerized, time and date stamped and nothing can be altered in these records.   I have included 2 recordings – 1: [redacted]'s original request for service- asking us to clean 4 rooms prior to a bridal shower, Kitchen, Living-room, Bathroom and hallway. She is speaking to Melissa who estimates approximately 4 hours.  The phone call was continued at another time when [redacted] called back to schedule the service and give us her payment information.    The actual job took 4 hours and 15 minutes.   We have a signed Terms of Service Contract with [redacted] where she agrees to our terms.   It is clear on the contract that we do not provide paper towels, trash bags, or hardware that can cross contaminate like mops and brooms.  We can not assure you that she read the agreement only that she signed it.   In addition we have included a second phone call with Melissa at the end of [redacted]'s cleaning, when [redacted] called Melissa back.   Melissa called [redacted] to ask her about the quality of her service (as we always do at the end of each cleaning because our work is guaranteed) an[redacted] did not answer.  [redacted] called Melissa back a few minute later and you can hear in the recording that [redacted] states clearly that she was very happy with her cleaning. You can also hear Melissa remind her that we have a guarantee and that if she should discover anything she is not happy with in the next 24 hours all she has to do is call us and we will re-clean it at no cost to her.   The Cleaning person had a second job to go to and was not wasting time or “stalling” she has a special needs son and likes to complete her work as quickly as possible to get home.  She completed [redacted]’s job in 4 hours and 15 minutes because that is how long it took to thoroughly clean the 4 rooms that she requested.   [redacted] did not contact us the next day to tell us she found a crumpled paper towel left behind in her bathroom. Leaving any cleaning supplies or trash behind is not our policy and we would have sent someone back to discard the paper towels had she called us the next day.   [redacted]  did not call us that day or that week,  but she sent an email almost 2 weeks after her cleaning.   I didn’t receive her email, it ended up in my spam folder. I apologize for this –it was beyond my control.  When she finally did call and I was made aware of  her dissatisfaction- I listened to her phone calls and was bewildered by the nature of her complaint as she wasn’t complaining about the cleaning.   She requested the cleaning of 4 rooms for her party, we estimated 4 hours (it’s a telephone estimate so we can’t be exact because we can’t see the amount of dirt in the space) We were pretty close—it tool only 15 minutes longer than we estimated.    The chief complaint seems to be the following: 1-    That we used a roll of paper towels and left a paper towel crumpled up in the bathroom  (and she didn’t know that we wouldn’t bring paper towels) 2-    That the job took 15 minutes longer than we estimated 3-    That we didn’t respond to her complaint quickly enough.   She doesn’t have any complaint about the quality of the cleaning or the quality of our completed work, except for the paper towel that was left behind in the bathroom.   She is correct in that we didn’t speak with her about her dissatisfaction quickly enough.  For that, I truly apologize.    In spite of the fact that she read and signed our agreement and knew that she had 24 hours to ask us to redo our work – I don’t ever want a client to be unhappy. We all get busy and forget to return an item, or forget to make that phone call to get our issue resolved.   I’d like [redacted] to be counted as one of our many satisfied clients, and if I could go back in time and have her Cleaner throw out that paper towel I would.   I cannot make a 4.25 hour job take less time. That’s not possible.   What I will do is offer [redacted] an additional free hour of service should she ever choose to use Great Green cleaning for house cleaning again, she can pay for 3 hours of service and have her fourth hour free - -that’s a value of $57.00   I will also note on her account that she would prefer a cleaner that is a non smoker, and we will even provide her with a free roll of paper towels on her next cleaning.   We’d like her to remove or correct all of her negative social media reviews – to be a more accurate reflection of the situation -- we did a good job cleaning the areas that she requested to be cleaned. We showed up early and worked diligently.   I hope this offer of resolution works for [redacted],   Thank you for your help in resolving this matter.   Cindy L[redacted] General Manager Great Green Cleaning