Butterfly Cleaning Services

The client actually did not email a day cancellation to our company but emailed it to Square credit card reader and therefore we did not receive itOur contracts with all clients state to send a day written notice via email or mail a letterOur email address, website and physical address are all on the contract for clients to have all information to send any correspondenceThe client did not at any point call us and get the run around or an alternate email addressWe have email address at BCS and that is the email address all clients use and the company as a wholeWe received the days written notice on July 13th, and days from that will make this client's final cleaning on August 10th, The client sent the email incorrectly and instead of acknowledging that blame is instead blaming it on our companyWe will not accept her days notice until the day we actually received itstatements on saying it was emailed 3x and follow up calls are absolutely not trueWe have even checked our spam account and nothing, the client simply sent it to the wrong email address instead of reading her contractBelow is the email I sent to the client on Thursday the 13th of JulyToday July 13th at 2:03p we received your days written notice via email dated today at 11:50aWe are sorry to hear that you will need to put your services with us on hold while your family is in town visitingThis is the 1st and only email notice we have received from youIf you scroll down to the square receipt that went to square not our company therefore we have never seen that until todayPer your Service Agreement with us and [redacted] also told you the notice has to be emailed to us at this email address or via our website, you also could have written a letter and mailed it to usSending emails through the credit card merchant square does not come to us but goes to square directlyOur email address is on our website, our business cards and your Service Agreement as well as our phone number and physical addressSorry for the confusion on that but in order for us to receive any type of correspondence it actually has to be sent directly to our company not an outside merchantYour final cleaning service with us based on your days written notice being sent today will be August 10th,

Complaint: [redacted] I am rejecting this response because:company's response proposes no resolutionThis is (attached to the response) the first time we are seeing company's policySince we do not have a contract with the company, we would like no further contact with the company Regards, [redacted]

Other than this required response to the Revdex.com in regards to the complaint, our company has not contacted this previous client since May 16, A copy of our customer guidelines are left at all initial cleanings of new clients homes and was left at the Yargici residence on February 22,

I should let it be known that I have a bi weekly cleaner that comes regularly so, my home is not unkept, or unusually dirty by any means We needed a short noticed cleaner so we tried themSet fee was $plus tax cash or cheque Considering the task list provided to them was focused on the kitchen, bathrooms,floors and baseboard/windo sills it's surprising the following was clearly NOT cleaned -the floor under the two small couches and other furniture was NOT Vacuumed, swiftered or swept in any way -some baseboards/window sills were NOT wiped (all of which were easily accessible) -The underside of the toilet seat was left untouched, shower floor/toilet basin had (their) hair strands in it, along with the shower floor having bits of dust specsAlso, very lightly cleaned, soap residue still left -the floor had very visible but easy to remove marks that were not cleaned - some easy to clean marks on the counters, floors, toilet basins, shower walls were not wiped

Complaint: ***
I am rejecting this response because:
company's response proposes no resolutionThis is (attached to the response) the first time we are seeing company's policySince we do not have a contract with the company, we would like no further contact with the company
Regards,
*** ***

On December 18, *** *** contacted our company via text message requesting a free estimate. That same day we gave her an estimate via text message and the client than scheduled for monthly service to begin on January 25, 2016. We then set an appointment to meet in person to
view the home, and discuss payment and guidelines. We met with them on January 21, 2016. On January 23, (B.C.Sis closed on the weekends so message was not received until January 25, 2016) client texted to give us her garage and alarm code as well as credit card information to be placed on file. At this time the client also switched from monthly service to bi-weekly service. February 22, after the clients second cleaning, the client texted to state they had some unexpected expenses arise and that starting in March they needed to switch to monthly service. On April 18, the cleaning team showed up to their residence as scheduled for their monthly service. The interior garage door was locked and the team was unable to enter the home. We contacted the client at 8:30am, after the team had been there for minutes, and the client replied that her husband had a doctor’s appointment and that she forgot about her cleaning appointment. She apologized and stated, “If you need to charge me that’s fine”. I replied, “Yes, you would actually still be charged since they are there to clean as scheduled”. The client then was obviously upset and then stated to proceed to charge for April as scheduled, and again apologized for the misunderstanding on her part and then requested to cancel her future services. We then reminded her of the customer guidelines referring to cancellation and that it states a day written notice via letter or email is required to cancel. We also reminded her that she would still have her May cleaning since we had not received the written notice at this point. After that we had not heard anything from *** *** whatsoever. On May 16, 2016, as scheduled, the team arrived for the monthly cleaning. The garage code worked, but once again the interior garage door was locked. The team waited for a total of minutes while we attempted to contact *** ***. *** *** replied that she had never been sent a reminder of service, which in the months of service prior we had never done for her or had been requested. She also stated that her previous text she requested to cancel future services. We then reminded her about our conversation weeks prior about the day written notice of cancellation via letter or email, and also stated that as of that day, May 16, at 2:50pm we had not received a written cancellationWe never received a reply after that from *** ***. *** *** who has never contacted us before, sends a text May 16, at 3:30pm inquiring as to why we showed up for cleaning that day when they cancelled service. We were not sure if *** *** informed him of all previous conversations and agreements, so we forwarded the text conversation between *** *** and us that explained that. He then replied with, “Let me make it clear, stay away from my property”. We replied again reminding about the day cancellation policy, and that we informed them of that when we met in person and in several other messages. He replied and said to not come near his property and that police would be notified We then replied again stating our policy and procedure for cancellation as well as reminding him that we discussed this with him and his wife in person back in January when they became clients. His reply again was do no come near his property. I informed him that we received that message multiple times now and that we knew that he had received our messages referring to the cancellation policy. That evening at 10:54pm he sent a final text, well after hours, requesting paperwork that they had already received. At this point we considered the constant messaging harassment and blocked the client from contacting us As for the charges that are stated to be unauthorized, the customer guidelines specifically state that if a hour reschedule notice is not received and the team arrives at the home as scheduled and cannot gain entry than the full rate will be charged. We also received a second complaint (complaint *** referring to this same complaint, so this is response to both. Attached we have provided our Customer Guidelines that all clients receive, and snapshots of text message conversations

On December 18, *** *** contacted our company via text message requesting a free estimate. That same day we gave her an estimate via text message and the client than scheduled for monthly service to begin on January 25, 2016. We then set an appointment to meet in person
to view the home, and discuss payment and guidelines. We met with them on January 21, 2016. On January 23, (B.C.Sis closed on the weekends so message was not received until January 25, 2016) client texted to give us her garage and alarm code as well as credit card information to be placed on file. At this time the client also switched from monthly service to bi-weekly service. February 22, after the clients second cleaning, the client texted to state they had some unexpected expenses arise and that starting in March they needed to switch to monthly service. On April 18, the cleaning team showed up to their residence as scheduled for their monthly service. The interior garage door was locked and the team was unable to enter the home. We contacted the client at 8:30am, after the team had been there for minutes, and the client replied that her husband had a doctor’s appointment and that she forgot about her cleaning appointment. She apologized and stated, “If you need to charge me that’s fine”. I replied, “Yes, you would actually still be charged since they are there to clean as scheduled”. The client then was obviously upset and then stated to proceed to charge for April as scheduled, and again apologized for the misunderstanding on her part and then requested to cancel her future services. We then reminded her of the customer guidelines referring to cancellation and that it states a day written notice via letter or email is required to cancel. We also reminded her that she would still have her May cleaning since we had not received the written notice at this point. After that we had not heard anything from *** *** whatsoever. On May 16, 2016, as scheduled, the team arrived for the monthly cleaning. The garage code worked, but once again the interior garage door was locked. The team waited for a total of minutes while we attempted to contact *** ***. *** *** replied that she had never been sent a reminder of service, which in the months of service prior we had never done for her or had been requested. She also stated that her previous text she requested to cancel future services. We then reminded her about our conversation weeks prior about the day written notice of cancellation via letter or email, and also stated that as of that day, May 16, at 2:50pm we had not received a written cancellationWe never received a reply after that from *** ***. *** *** who has never contacted us before, sends a text May 16, at 3:30pm inquiring as to why we showed up for cleaning that day when they cancelled service. We were not sure if *** *** informed him of all previous conversations and agreements, so we forwarded the text conversation between *** *** and us that explained that. He then replied with, “Let me make it clear, stay away from my property”. We replied again reminding about the day cancellation policy, and that we informed them of that when we met in person and in several other messages. He replied and said to not come near his property and that police would be notified We then replied again stating our policy and procedure for cancellation as well as reminding him that we discussed this with him and his wife in person back in January when they became clients. His reply again was do no come near his property. I informed him that we received that message multiple times now and that we knew that he had received our messages referring to the cancellation policy. That evening at 10:54pm he sent a final text, well after hours, requesting paperwork that they had already received. At this point we considered the constant messaging harassment and blocked the client from contacting us As for the charges that are stated to be unauthorized, the customer guidelines specifically state that if a hour reschedule notice is not received and the team arrives at the home as scheduled and cannot gain entry than the full rate will be charged. We also received a second complaint (complaint *** referring to this same complaint, so this is response to both. Attached we have provided our Customer Guidelines that all clients receive, and snapshots of text message conversations

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]I emailed three 30 day notices to their company the first one was on June 22, 2017 and those services should stop on July 23,2017 according to their 30 notice in their contract. The company says it does not receive inform from what they are calling square credit is false because 1) the email comes in as Butterfly cleaning services recipe 2) when opening the email it has the company logo3) also it asks how was your service with us wher you can check a happy or sad and comment to what you did or did not like about their services. As for them saying I did not call after each email to fallow up on weather or not they received the email because I did not get any response confirming if they did. I have multiple voicemails from [redacted] saved on my phone to prove other wise. When referring to the email I was meaning they gave a different on to respond to from the first email I sent. I sent the second and third email to the same email address and did not receive a response until I said I was going to get my lawyer involved which was the third email.  I complied with their contract and I do not know why they are not honoring it. I will not accep any thing less then the fact they honor the first 30 day notice email on June 22, 2017 which would conclude services on July 23,2017 at the latest. After that date I will refuse any service from their company and any employee that comes to my house will be turned away.

Other than this required response to the Revdex.com in regards to the complaint, our company has not contacted this previous client since May 16, 2016.  A copy of our customer guidelines are left at all initial cleanings of new clients homes and was left at the Yargici residence on February 22, 2016.

The client actually did not email a 30 day cancellation to our company but emailed it to Square credit card reader and therefore we did not receive it. Our contracts with all clients state to send a 30 day written notice via email or mail a letter. Our email address, website and physical address are...

all on the contract for clients to have all information to send any correspondence. The client did not at any point call us and get the run around or an alternate email address. We have 1 email address at BCS and that is the email address all clients use and the company as a whole. We received the 30 days written notice on July 13th, 2017 and 30 days from that will make this client's final cleaning on August 10th, 2017. The client sent the email incorrectly and instead of acknowledging that blame is instead blaming it on our company. We will not accept her 30 days notice until the day we actually received it. False statements on saying it was emailed 3x and 3 follow up calls are absolutely not true. We have even checked our spam account and nothing, the client simply sent it to the wrong email address instead of reading her contract. Below is the email I sent to the client on Thursday the 13th of July. Today July 13th at 2:03p we received your 30 days written notice via email dated today at 11:50a. We are sorry to hear that you will need to put your services with us on hold while your family is in town visiting. This is the 1st and only email notice we have received from you. If you scroll down to the square receipt that went to square not our company therefore we have never seen that until today. Per your Service Agreement with us and [redacted] also told you the notice has to be emailed to us at this email address or via our website, you also could have written a letter and mailed it to us. Sending emails through the credit card merchant square does not come to us but goes to square directly. Our email address is on our website, our business cards and your Service Agreement as well as our phone number and physical address. Sorry for the confusion on that but in order for us to receive any type of correspondence it actually has to be sent directly to our company not an outside merchant. Your final cleaning service with us based on your 30 days written notice being sent today will be August 10th, 2017.

Complaint: [redacted]
I am rejecting this response because:company's response proposes no resolution. This is (attached to the response) the first time we are seeing company's policy. Since we do not have a contract with the company, we would like no further contact with the company.
Regards,
[redacted]