Alternative Options Cleaning Service

On 24 April 2015, I agreed with [redacted] owner of Alternative Options to provide cleaning services for my rental property at [redacted]. On 27 April 2015, I met with Ms.[redacted] at 0800 at my rental property at [redacted] to give her access to the premises to commence the cleaning services. At this time her cleaning crew was not present. Also, I did not signed a written contract nor did she provide me with one to sign. It was verbally agreed upon that everything in the house would be clean with the exception of the stove, refrigerator and window blinds. I returned to house at noon to check on the progress there were only two cleaning ladies there with no adequate cleaning supplies, i.e. no vacuum to vacuum the carpets, they were using a broom to sweep the carpets. I left the premises at 1215 because I was on my lunch and had to get back to work. At around 415, I received a telephone call from Ms.[redacted] informing me that the cleaning was almost done. At 440, I arrived at my rental property at [redacted] to inspect the services provided, I was unable to do a thorough inspection at this time but the next day, 28 April 2015 I did do a thorough inspection and found areas (a/c vent and master bath tub) that wasn't even touch by the cleaning crew. I called and then text Ms. [redacted], who did not answer her phone nor respond to the text. I also included in the text a picture of the items that wasn't clean to no avail because she did not return my attempts to contact her which leads me to surmise that this is not the first time she done this. I submitting this complaint so that my fellow military members do not have to go through this experience like I did because we work hard for our income and protecting our country and should not be subject to businesses like this. Desired SettlementI paid $350, I'm requesting half my money back for inadequate services provided and possibly warn other military members to beware of this company.Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]Ms [redacted] called me to give her an estimate on a move out cleaning at [redacted]. She had just finished evicting a tenant from the way she talked. The property was a mess, furniture was still present in the residence and was still present on the day of the our cleaning job.She informed me she was going to be replacing the refrigerator and the drop in stove and a vanity sink top which was broken in 2 places. These items would not need to be cleaned. The stove and refrigerator were still in place when my crew started the cleaning. The house is a 4 bedroom 2 bath brick with a 2 car garage. The client informed me that her maintenance man had to come and do repair work before we could have access to the residence to clean it. I told her that we could probably clean her rental property for $350.00 because we would not have to clean the stove and the refrigerator. She agreed to this price. At that point she told me it would be another 7 days before she could let us in to do the cleaning. When The client finally called me back to set the date for the cleaning. We discussed how we would be getting access to the rental property. She informed me she would arrive to let us in. On 4/28/15 the day of the cleaning. Arrived about 13 mins early and had called my crew leader to make sure she was on her way and to make sure she had all the cleaning equipment and to give my crew leader any equipment she did not have. All equipment was working properly. At this point, I was waiting on my crew to show up when The Client showed up at the residence to let us in. At that time she informed me that we have o clean the 2 car garage which was not a part of the original verbal agreement and that we did not have o clean the blinds, because she was replacing them. I offered for my crew to take them down and remove them to the rolling trash cart. she said that would be good. The client left to go to work My crew showed up, I handed them the equipment they said the needed, including a vacuum cleaner which was working fine. I gave them all the instructions, and made sure they understood everything. I left to go to do a regular clients cleaning by 9a.m. I received a call from my crew leader around 3 pm. She said that the client had showed up at lunch time, and had told my crew leader not to clean the light colored walls or baseboards as she was going to have them painted. This was not mentioned to me up front. My crew leader informed me after I received your complaint that they did in fact have to hand sweep the carpets because of all the trash left behind that would clog up the vacuum cleaner. The smell in the garage would gag you when you opened the door. There was a dog collar and leash still attached to the wall. I received a phone call from my crew leader about 4p.m. that they were about finished with the job. I was just about finished with my regular clients house and rushed over to the rental property to do final check while my crew removed equipment and informed me what had happened while I was gone. I called the client for final check and payment. She arrived and started her check of the property. The client informed me that 1 of my crew members could not get the tub clean in the hallway bathroom. So I proceeded to get a cleaning product and equipment to see if I could get the tub clean. Which I was able to do. While I was working on this, the client mentioned that there was trash on the floor behind the toilet in the same bathroom. As I checked this and removed the trash I noticed that the toilet had urine and lime scale, so I cleaned this and cleaned the light colored wall and baseboard behind it that I did not know did not need to be cleaned. The client never mentioned anything about the filter cover in the ceiling in the hallway to me, or the master bath tub needing to be cleaned or that there were food particles or grease spots on the kitchen cabinets.The client finished her check of the property, she said she was happy with what we had done and promptly paid me with a check. I have been in business for 18 years and have been cleaning for clients almost that long on a regular basis. I am a Navy veteran myself. It has always been my policy to do my best to make clients happy. I remember how it felt to be treated like I was getting taken to the cleaners, If the client did try to call and/or send me text msg. with pictures. I never got them. I would have tried to make this right. I will be more than happy to send the client a cashiers check or money order for half of the fee back. I do have her name and address on the complaint form you have sent me.Consumer Response I am going to address each paragraph of Ms. [redacted] (Alternative Options Cleaning Services)individually. Foremost, I'm disputing the service that Alternative Options Cleaning Service (owner Ms. [redacted]) providedon Monday, April 27th, 2015 which is the day I wrote the check to Ms. [redacted] and not her business Alternative Options Cleaning Service.Rebuttal to Paragraph 1 - Ms. [redacted] it is obvious your incompetency has no bounds because foremost, I did not tell you I evicted my tenants which is irrelevant to the issue at hand. Secondly, you were one of many cleaning services I was calling to obtain estimates. Further, I informed you during the initial walk through at [redacted] all trash will be removed and repairs completed prior to you rendering any services, so the broken sink, dog leash in the garage again is irrelevant to lack of services on your part. I also informed her during this initial walk-through that the stove, refrigerator, blinds do not need to be clean because they were being replaced and that the 2nd bathroom, 3rd and 4th bedroom walls and baseboards do not need to be clean because they were going to be repainted. Thus, leaving the remainder of the premises at [redacted] to be clean.Rebuttal to Paragraph 2 Again the refrigerator and stove still being there is irrelevant because you as the owner should have communicated to your 2 woman crew that the refrigerator and stove were not to be clean (yes, this crew Ms. [redacted] sent to clean a 4 bedroom 2 bath house consisted of 2 people only), but instead Ms. [redacted] and her 2 woman crew was to busy trying to salvage/scavenge for the items left behind including the old refrigerator for themselves. Rebuttal to Paragraph 3 - Again 7 days or 9 days it is irrelevant when I verbally told Ms. [redacted] inept self on numerous phone calls that she cannot commence cleaning until all the trash is remove and damage is repaired. The issue is that I was provided inadequate cleaning service for the price charge of $350 to clean my 4 bedroom 2 bath, 2 car garage home minus the stove, refrigerator, blinds, 2nd bathroom, 3rd and 4th bedroom walls and baseboards, thus the remainder of the house should have been clean.Rebuttal to Paragraph 4 - Here is Ms. [redacted] ineptitude at its finest, It was Monday, April 27th 2015 at 0800 whereas I met Ms. [redacted] to give her access to my house. To further drive home the point she only had a 2 women crew with no vacuum, and minimal cleaning supplies to clean a 4 bedroom, 2 bath, 2 garage house for which they did not have to clean the garage nor did I ask Ms. [redacted] too, she offered to have them sweep out the garage and I accepted. Again, from what I observe there was no vacuum just a straw broom use to sweep the carpets of, I didn't even see your typical standard bucket, for a cleaning business if you do not have the manpower nor the proper equipment you do not accept a job, which tells me it was about the money and not the service. Rebuttal to Paragraph 5 - Ms. [redacted] incompetency knows no bounds, I did not ask them to clean the garage because there was not anything in the garage to clean because it WAS EMPTY. Ms. [redacted] asked me if I want them to remove the blinds and throw them away I said yes. Again, I am floored as to what equipment because I did not see any when I came by the premises during my lunch time but yet I was bombarded with questions on what was going to happen to the items that were left behind to include a bible that was left for which I told one cleaning lady she can have.Rebuttal to Paragraph 6 - During my lunch time visit, One of the 2 women cleaning crew asked about the walls and had a look of disdain and I informed her not to worry about the walls and baseboards in the 2nd bathroom, 3rd and 4th bedrooms because they will be painted but that should not have prevented them from cleaning/wiping down the walls in the kitchen, master bedroom, living room, 2nd bedroom, dining room and den for which they did not. Again, how can a vacuum get clog when there was not one there to begin with and then there were remnants of broom straw left on the carpet. Ms. [redacted] already knew the house smell from the initial walk through so the smell in the garage and the dog leash left behind is irrelevant to the issue at hand which is ineffective cleaning service being provided. Rebuttal to Paragraph 7 - I did come and perform a walk-through but not thoroughly at this time but did informed her about the 2nd bathroom tub and what her 2 women crew told me. Now, if the 2 women crew adequately clean my 4 bedroom and 2 bath house then there should not have been any urine and lime scale around the toilet nor would there been any trash on the floor because it should have been swept during by the 2 women cleaning crew. Rebuttal to Paragraph 8 - Ms. [redacted] ineptitude and incompetency is shining bright here. As Ms. [redacted] repeatedly stated this is a 4 bedroom 2 bath, 2 garage home, now why should I as the client have to inform an alleged professional cleaning service to clean the other bathtub in the other bathroom. One with sense would surmise that both bathrooms would have to be clean not just one not to mention the one ceiling fan that was not dusted. It doesn't matter if Ms. [redacted] been cleaning for 2 years or the stated 18 years, I hired Ms. [redacted] to provide a professional cleaning service and what I received was a half-whacked job, yes I want half my monies back, which is $175 because now I have to go back and re-cleaned my 4 bedroom 2 bath, 2 garage house for which supposed to have been professionally clean. Furthermore, Ms. [redacted]