American Housekeeping of Northern Utah

Complaint: [redacted] I am rejecting this response because:The agreement I had with American Housekeeping was for them to stay for hours cleaning my homeThe company sent out an employee to assess my home and give me a bid Originally she quoted a lower price and told me it would take approximately hours to clean my homeI told her I didn't mind paying extra to get the job done right and I wanted them to stay for hours so they were not rushedShe told me of course that it would cost extra but I agreed to itShe quoted me a higher price in agreement the cleaning crew would stay hoursOver the next several weeks I noticed they were staying only hoursI didn't mind if this happened a couple times but it was consistentSo yesterday I called American Housekeeping to tell them I'd like a price adjustment in the future if they were only going to stay hoursOtherwise I'd be paying over $an hour!!! The company advertises to have the most reasonable rates in town so why would I agree to pay over $an hour for hours of cleaning servicesInitially I called to ask for a future price adjustment to reflect the amount of time they were in my home cleaning, I had no intention of asking for a price adjustment for past cleaning servicesI thought this to be only fair since originally I was quoted a much lower price but I agreed to pay more for them to stay longer which they were not doingMarcie was extremely rude to me on the phone and this matter could have been handed quite simply if she exhibited good customer service techniques, instead I became quite upset when she told me something totally different than what was initially agreed uponFor the company to say they do not go by the hour or time spent in the home is a bunch of crapSo I can say I want the cleaning crew to stay hours and time is not taken into consideration when it comes to the price??!!! Makes no sense! It is sad that they were willing to give up a good paying customer because of their dishonesty and poor customer service skills Sincerely, [redacted]

I've reviewed the proposal and attached it to the claimAs you can see it makes no reference to hours of service nor an hourly rateThe purpose for meeting with our estimator originally was so she could provide you with a set-fixed bid price.We currently employ housekeepers, all of whom have varied amount of experience and work at different pacesSome are more physically agile than others which is an uncontrollable variable in this line of work, therefore charging customers by the hour wouldn't be consistent or fair to our customersWe offered a bid price to complete the jobImagine if a restaurant charged you depending on how long it took to prepare your food, or how long you chose to stay at their table, or if you hair stylist charged you for how long it took to cut your hair? The same principle applies to our serviceOur company (owner-me) sets the price based on a chart of size and condition and I set quality standard for delivered servicesAlternatively my staff would potentially work as slowly or quickly as they want which would allow them to determine the prices for each customer.The price quoted was to clean your home to your guaranteed satisfactionOften times we lower bid prices after cleaning the home several times once we have determined typical conditions show it has been over-bid which we are happy to do in order to promote customer retention.im not sure what your request is to resolve this matterChanging our year-old pricing model is not an optionI'm certain you don't wish to do business with us going forward but if you do, we would agree to charge you by the hourThe rate would be $40/manhour (girls for hours =$480.)

Marcie is correct, we do not charge by the hour. We provide a bid price to complete the job which a customer is able to either accept and hire us or decline. While doing business for 25 years, we have found that flat bid pricing is our preferred method as opposed to hourly rates which is clearly...

stated on our agreement which this customer signed. Often times we will decide to lower customer prices after our initial bid. This can happen when we become more familiar with the typical conditions in a clients home. In summary, we have charged the customer exactly what we initially proposed and what she agreed to.in addition to our attempt to provide the customer with a fair price, we have experience and expertise in cleaning technique. We do our best to exceed customer expectations and when we fail to do so, our customers are free to cancel service at anytime. There is no time commitment to our services and we will cancel service upon the customers request for any reason, no questions asked.im disappointed to hear that we failed to meet the expectations of this customer and will learn from it and strive to do our best with every future customer.

Complaint: [redacted]
I am rejecting this response because:The agreement I had with American Housekeeping was for them to stay for 4 hours cleaning my home. The company sent out an employee to assess my home and give me a bid.  Originally she quoted a lower price and told me it would take approximately 3 hours to clean my home. I told her I didn't mind paying extra to get the job done right and I wanted them to stay for 4 hours so they were not rushed. She told me of course that it would cost extra but I agreed to it. She quoted me a higher price in agreement the cleaning crew would stay 4 hours. Over the next several weeks I noticed they were staying only 3 hours. I didn't mind if this happened a couple times but it was consistent. So yesterday I called American Housekeeping to tell them I'd like a price adjustment in the future if they were only going to stay 3 hours. Otherwise I'd be paying over $90.00 an hour!!! The company advertises to have the most reasonable rates in town so why would I agree to pay over $90.00 an hour for 3 hours of cleaning services. Initially I called to ask for a future price adjustment to reflect the amount of time they were in my home cleaning, I had no intention of asking for a price adjustment for past cleaning services. I thought this to be only fair since originally I was quoted a much lower price but I agreed to pay more for them to stay longer which they were not doing. Marcie was extremely rude to me on the phone and this matter could have been handed quite simply if she exhibited good customer service techniques, instead I became quite upset when she told me something totally different than what was initially agreed upon. For the company to say they do not go by the hour or time spent in the home is a bunch of crap. So I can say I want the cleaning crew to stay 10 hours and time is not taken into consideration when it comes to the price??!!! Makes no sense! It is sad that they were willing to give up a good paying customer because of their dishonesty and poor customer service skills.
Sincerely,
[redacted]