Buckeye All Star Cleaning

This is not satisfactory. Again, I will go in order.
 
1. It is not possible for you to have proof that the damage was not caused by your services - they simply were. The floors themselves will show enough evidence of that, along with a substantial trail of information. It's disgusting. We have put up with this for far too long and been far too kind. This situation has gone from unfortunate to revolting as you descend into the bowels of deceit and disinformation. Shame on you.
2. "your products will not cause this," again ridiculous. I don't know what products you sent, but you weren't there and have no idea what was used where. I am not claiming that Fabuloso damaged the floors, I am saying that whatever was used to clean them was not Fabuloso. The floors are scratched and pitted as shown in the photos and were covered in a film. In the previous email I cited a response from you where you stated as plain fact that an inappropriate product had been used. I have attached two photos, which as shown in the metadata were taken around 5:30 on Feb 25. One is of the floors in the shower room, which were not cleaned, and the other is of the floors in the room which was cleaned. This is the original state of the floors in the area cleaned after the cleaning.
3. What has happened to other client's floors is irrelevant. [redacted] was new to the job and you do not factually know what she used. As we discussed on the your visit, she used toilet bowl cleaner to clean our showers. She was a little unconventional. She ruined our floors with something, and you know it. You have thrown out theories all the way from cat litter to us ruining it ourselves. It's ridiculous.
4. The picture showing a "toilet seal issue." it shows no such thing, it shows an area of residue exactly like the one in the photo from Feb. 25 attached here. You simply didn't clean up that area very well. The toilet is seated well and does not leak. The "mold and water" you claim are areas of the tile damaged and coated with residue.
5. Yes, I have a friend who does flooring. No, I have not engaged his services in this matter, and I will not be engaging his services in the matter so as to ensure that you cannot utilize that ridiculous straw man again. I would be happy to allow you to choose the contractor to engage if you are willing to resolve this appropriately and fairly, however I can assure you that if I do have to resolve this myself and then take you to court I will be using a company that is unfamiliar to both of us in order to negate such absurd allegations. 
6. Resolving this through binding arbitration is inappropriate and unnecessary. I am looking to the Revdex.com for assistance first. Amazons terms preclude neither that route, nor small claims court here in Licking County - though I would hope that would be unnecessary. Good business practice does not involve making your customers take you to court simply to get their house back to the condition it was in before you arrived. 
 
I am still in hopes that the floors can be fixed and do not need to be replaced. I am willing to engage the services of a competent third party to restore the polish, you cannot be trusted to do so. You have cancelled eight appointments and been unable to fix the problem twice when you did show up. You have shown an utter disregard for my time, and have recently begun to show that same disregard for the truth and basic principals of good business practice.

As stated above, Buckguy LLC will NOT pay for any professional services on the flooring, as we have substantial proof, this was not caused by products or, [redacted], the sub-contractor. 
 
We will Not budge on this issue as in my heart, our products would not cause this. We use very mild cleaning products to make sure the customer items are safe.  We only use Fabulosa to clean almost everything. We use Windex to clean mirrors and glass. We use Pledge to dust. We will use comet when cleaning a bathtub. We do not use any chlorine products. If a customer want’s or ask for a specific product, we will use them, but the customer must provide those.  I have contacted all the suppliers we use, and they are sending supportive information, that the so called damage, they are claiming, COULD NOT be caused by their products. 
 
We have many client’s that have marble floors that can testify these products have not caused any problems, along with the manufactures of the products. 
 
That whole area was cleaned by Fabuloso and water. The side of where the cat litter box is the area where they are claiming. The other side, no issue. We have talked to a Vet, and having a cat litter box in an area can and will cause damage to carpeting and flooring.  When I made my first visit to the house and saw this, I noticed, and you can actually see by the pictures you sent, of a toilet seal issue. You actually can see around the toilet seal, mold along with an area of water leaking. 
 
We have offered you a refund through Amazon, and as you can see we want you to do this. We don’t want you as a customer. I’m appalled by the accusations you have claimed. 
 
I remember coming to your house and look at what you were complaining about, and the first thing you said was, “I have a friend that is in the flooring business and can get marble tiles to be similar”. 
 
I would also advise you, since you purchased the vouchers through Amazon Local…you are bound by their “ Conditions of Use”  which you agreed to when you made the purchase through their website. See below as I have included an excerpt
 
DISPUTES
 
Any dispute or claim relating in any way to your visit to Amazon.com or to products or services sold or distributed by Amazon or through Amazon.com will be resolved by binding arbitration, rather than in court, except that you may assert claims in small claims court if your claims qualify. The Federal Arbitration Act and federal arbitration law apply to this agreement.
 
There is no judge or jury in arbitration, and court review of an arbitration award is limited. However, an arbitrator can award on an individual basis the same damages and relief as a court (including injunctive and declaratory relief or statutory damages), and must follow the terms of these Conditions of Use as a court would.
 
To begin an arbitration proceeding, you must send a letter requesting arbitration and describing your claim to our registered agent: Corporation Service Company - CSC, 300 Deschutes Way SW, Suite 304, Tumwater, WA 98051. The arbitration will be conducted by the American Arbitration Association (AAA) under its rules, including the AAA's Supplementary Procedures for Consumer-Related Disputes. The AAA's rules are available at www.adr.org or by calling 1-800-778-7879. Payment of all filing, administration and arbitrator fees will be governed by the AAA's rules. We will reimburse those fees for claims totaling less than $10,000 unless the arbitrator determines the claims are frivolous. Likewise, Amazon will not to seek attorneys' fees and costs in arbitration unless the arbitrator determines the claims are frivolous. You may choose to have the arbitration conducted by telephone, based on written submissions, or in person in the county where you live or at another mutually agreed location.
 
We each agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated or representative action. If for any reason a claim proceeds in court rather than in arbitration we each waive any right to a jury trial. We also both agree that you or we may bring suit in court to enjoin infringement or other misuse of intellectual property rights.
 
As stated above, our products would not cause the damage being claimed.  If that was true, our other customers would have made a complaint.  To date….this is the only one.

I’m completely rejecting [redacted]’s response. Like Ronald Reagan said, “Here we go again.”
 
We have safe products we use, as the rest of our customers can testify to that. We have actually ordered a few tiles similar to [redacted]’s and can demonstrate that they do not cause the harm he is claiming. We can even prove that using the cleaners without dilution, something we don’t do, won’t cause that damage as [redacted] is claiming.  We also have statements from the manufactures to concur to this, as we have forwarded the pictures, [redacted] has provided.
 
We also have a statement from the sub-contractor [redacted], that when she complete the cleaning you are describing, that you went through the house and said she did a good job and tipped her. She also said you gave her a $20.00 tip. Wow how stories change [redacted], shame on you!  For the record [redacted] is not new.  [redacted] cleaned for Disney parks and other companies before subcontracting for us.
 
We practice good business practices to our customers, however when a customer is dishonest, we will not. Again, shame on you! 
 
We can spend weeks, months, years debating this back and forth, however we will not repair or replace something we didn’t do. The burden of proof is with you [redacted], and we have more than enough substantial evidence to show this. 
 
This has become outright disgusting and actually funny how [redacted] is presenting this. I have showed this to a few of our client’s and co-workers and everyone said “looks like someone is wanting a new floor unjustified”.
 
We have offered you the terms and condition statement from Amazon on how to properly dispute the claim. You must contact them for a refund or to dispute. I do not make their contracts for them. Even though we provided a cleaning for you, that you even said was good and tipped the cleaner $20.00, you can have a refund.
 
As stated before, we will not repair or replace flooring as you claim. Nothing is going to change, as we are not the ones responsible. We can prove that with the Revdex.com, Licking County courts, etc. If you want to talk about something else that is fine. However I’m done with this ridiculous accusation.  I would advise you that there is a pending lawsuit in the courts where an owner is suing a customer on false accusations. If the owner wins, this will open the doorway for small and large companies to put an end of frivolous claims that in the end makes all customer’s pay more which they shouldn’t have or need to.

Simply stated.  I will obtain statements from all the companies whose products we use.  I too will show said companies pictures of the flooring.   I have no proof on either end.  I have Mr [redacted] who claims alledged damage which I have seen evidence personnally which raised doubt as to the validity of said claim.  I have a subcontractor who states both rooms were cleaned and Fabuloso was used.   I have made my offer to either provide Mr. [redacted] with the contact information for the subcontractor who allegedly responsible and required to have their own insurance or I offered to provide 2 products from DuPont the will remove the dull finish and add a new finish.  The above are the only options on the table as I stated.  They will be removed shortly.  I am getting tired of dishonesty from a hand full of customers who look for handouts.   As are the subcontractors whom assist us.  I have many customers who have never had sn issue with our subcontractors nor our cleaning.   As far as the refund of the voucher you absolutely can have that but you go through Amazon as you paid them.  I have already notified them to expect it and all they need is a call from you to authorize.  You have the option of the 2 products from DuPont that offer ends in 2 days 4/19/14.  The subcontractor contact information so they can file with their insurance will expire soon thereafter.   We gave had over 600 customers and have used the same products with no issues on marble and granite flooring.   I am disgusted with the dishonesty.

This company is awful. It took 4 days 6 messages and 3 emails for them to call me back about scheduling an appointment. Once I had an appointment they failed to even show up and didn't bother to call me! After I called and left another message about them missing our appointment it took 2 days for me to get a call back from the owner he told me he would personal come clean my house for free to make up for it and then he blew me off! DO NOT USE THIS COMPANY!

Being this was a gift and I'm unaware of phone calls but email was sent over the weekend which we are closed.  And I was just able to see this message as well as that.   Most communication has been via Facebook which I have and can include.  I will make this offer.   I can give a...

free 2 hour cleaning for the inconvenience which would mean two cleanings equal to the man hours each on the voucher in 2 separate visits with no refund.   Or I would refer to Groupon who accepted payment and would return that payment for which is the terms of purchase with the vouchers.  If refund is issued no free cleaning will be issued.   I already am paying to do cleaning with the Groupon promotion and not giving away more.

On Feb 26th I received the following email from [redacted] at BuckGuy:
 
Hi [redacted],
I am sorry to message you so late in the day.  I was waiting for [redacted] to come and found out that he was out sick with some sort of stomach flu.  I will definitely get this taken care of and the tiles fixed.  I just need to make sure that I can get [redacted] there with me as I will need his assistance with getting the tiles treated.  I will let you know just as quickly as I speak with him as to when.  He told me last night when I spoke with him that he too want's to get this corrected.  I found out exactly what was used and I feel confident that I can correct the issues caused by the cleaning product used.  I have addressed the proper use of cleaning agents with the cleaner as they know that marble and granite require care when cleaning.  I have made an order with Lowe's on the Zep product that will fix the tiles and it is waiting on me to pick it up.  Again, I am sorry for this inconvenience and I will get these issues corrected as quickly as I possibly can.  I am hopeful this stomach flu he has will pass tonight at least enough so that I can make it there tomorrow.  I have told the Lowe's specialist what I understood happened from my conversation with you and the cleaner as to what product was used and the Lowe's specialist agrees that the Zep product should correct it and return its luster.
[redacted]
BuckGuy LLC Cleaning Services
http://www.buckguyllc.com/
As noted in the email above, at the time of writing - only two days after the incident, they had spoken to the cleaner, knew what the cleaner was that was used and had caused the damage, and had "addressed the proper use of cleaning agents with the cleaner." The more recent stories that have only come up in the last few days are fabrications which have occurred only once they understood the extent of the damage and decided that they were not going to appropriately address it. I have plenty of other communications in the same vein. I will have to check my wife's records, but I believe she has written communication with the woman who cleaned the house regarding which half of the bathroom was to be cleaned, as if the damage itself were not evidence enough. There are also several emails which reasonably imply that only half of the bathroom was cleaned. The implications and allegations BuckGuy has raised are far flung, absurd, and contradicted by our communications up to this point. They are trying to throw everything at the wall to see what might stick and get them off the hook for damages caused by their company.
As for the offers on the table, I do not believe that I have any recourse to claim an insurance loss with the woman who cleaned the house. I had no agreement with her directly, and as I said, we were only connected through BuckGuy. Since my agreement with BuckGuy, all damages are their responsibility. I did not even know that the woman cleaning my home was a subcontractor and not an employee until this recent exchange of messages, however it does not change the outcome or the obligation. I have not yet sought a refund, since a refund is only a small part of the obligation of BuckGuy after the harm caused by the cleaning. In the end, the refund is not the resolution I seek, and I do not wish for it to be perceived as such.
The provision of a product which may or may not fix the floors and would require an outside service to apply is also not a proper response to the issue. We simply want our floors to be like they were before the cleaning. We have now lived with them this way for seven weeks. In the intervening time, as outline previously, we have made NUMEROUS attempts to resolve this amicably with BuckGuy. So far they have canceled eight times and come out twice without resolving the issue. They are now showing a complete change of demeanor and utter disregard for both good customer service and the truth. There is no way that we can continue to attempt to resolve this situation with them directly. It is not unreasonable at this point to require that the floors be fixed with the help of a professional company who specializes in marble restoration. As I stated before, I am willing to let BuckGuy choose (with my approval) the company to service this requirement, but I am not willing to wait much longer to go down the path toward finally fixing my floors.

I understand that my refund request would be with Groupon.  I still believe BuckGuy Cleaning was irresponsible and poor business ethics to think that a no-show
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.

I have an issue as to the claims made by the customer.  Yes there was indeed comet in the cabinet.  I have a problem with the fact that the cleaning agents that are used by the subcontractor are not highly acidic.  The general or multipurpose cleaner is Fabuloso which is not acidic.  The bathroom cleaner used to clean showers is a non chlorine bleach cleaner.  Non of our cleaning products are capable of the pitting in the floor as described by Mr. [redacted].  The only pitting visible is filled with grout.  I also question if the bathroom was cleaned why is it that only one side is claimed as having issues (the side with the litter box) and not the other which is exactly the same type of flooring.   As previously mentioned per a veterinarian feline urine is acidic.  I question why isnt the whole floor discolored?  I mentioned about taking a week and a half in my response due to me also cleaning customers homes.  I have spoken to a flooring expert whom stated that if there was a cleaning agent used the results would be throughout the entire floor.  I shown the products our subcontractors and we use and none of them are strong enough to cause the issues Mr. [redacted] claims.   I have made the offer to produce a product from DuPont that will remove the finish and a second product that adds a finish back on.  That is my offer.  The professional that he wants is not an option being presented.

HiI wanted to let you know that [redacted], has cancelled her order. I can also include emails she has sent that were threatening if you would like but the attached shows that she received a full refund at our request from the third party Living Social.   We have no issues, servicing a client, however, when they become threatening, we cannot and will not send our employees to a situation like that. 
Thanks, Leroy B[redacted]

Hi, My name is [redacted] with Buckeye All Star Cleaning (BuckGuy LLC).  I am writing to you in response to the above mentioned complaint.  I wanted to show you our side of this.  The complainer [redacted] (in our records listed as [redacted]  We needed to...

reschedule the appointment due to the cleaner having a death in the family.  We did indeed notify the customer and offered two options one of which was to allow us to reschedule as the cleaner obviously had a death and that takes precedence in my personal view.  We did indeed ask the customer first to willingly allow us to reschedule the appointment which she did not accept when she notified us we offered the two options for the inconvenience of  the move.  First we offered if she moved that she would receive additional time on us for the move equal to an additional cleaning and the second if that didn’t work for her was to obtain a refund of the service.  She then pursued to write to you and post on other media/review sites untrue information omitting that we offered additional time and only stating that we told her that she should refund.  She of course obtained a refund from Living Social which I can provide proof of as well as my communications to her via email which shows the offer we made.  I can also provide screen shots of the reviews she made without allowing us further opportunity to provide another solution.  At this point she has refunded and there is no further solutions available.  I would request that this complaint be closed as a resolution has been reached with her obtaining a refund thus negating any further requirements from my company. Thank you for your time and if you request I will forward the email communication and her reviews with my contact reply on them. Much respect for your assistance in this matter! Leroy Bauer Buckeye All Star Cleaning (a division of BuckGuy LLC)

Attached is the estimate from marblelife to restore the bathroom floor that was damaged. Te total comes to $401.25 including tax. The estimator was [redacted], who can be reached at ###-###-####. He said that the damage was consistent with an acidic cleaning product. He was clear that the damage could not have been caused in a uniform manner like that by cat urine. Thanks for your work on this complaint.