Casa Bonita

Dear [redacted] ,The complainant, [redacted] , used the name [redacted] when doing business with CasaBonita.Our Director of House Cleaning Services, Delia N***, went to ***'s home for an estimate and did awalk through with ***'s nanny who informed her of the work [redacted] wanted performed.Delia emailed a Cleaning Proposal as well as several other emails (all enclosed) [redacted] accepted theproposal and we cleaned her home on April [redacted] emailed on the 19th expressing her disapprovalof the work performedDue to ***'s dissatisfaction, Delia gave her a credit for 11/hrs ($57) and ina phone conversation attempted to schedule a time to return to clean the areas that did not meet***'s expectationsSeveral days and times were offered but [redacted] would not accept any of thetimes.Our policy as stated at the end of the Cleaning Proposal is: any discrepancies found are to be reportedwithin hours and we will return to clean those areasWe cannot clean if we are not allowed in thehouse [redacted] states in her letter to you that she never wants us in her home again and has proved thatby not allowing us to return.Our crew spent man hours at ***'s home, which is sqft., floors, bedrooms, and 1/2bathroomsMost of the flooring is hard surface which takes more time to cleanPlease take a look atthe enclosed photos from [redacted] of areas that were not cleaned to her satisfaction.Thank you for your time and considerationIf you have any questions, please do not hesitate to call me.Sincerely, Ann W [redacted] Office ManagerWoodinville Redmond RdRedmond, WA 481-www.casabonita.com

Complaint: [redacted] I am rejecting this response because: Casa Bonita made NO attempt to rescheduleI have attached the email thread (and have others to share)Delia did not attempt to send another cleaning crew out or contact me (she flat out lied in her email stating that she had tried and didn't), after she promised she wouldIf Casa Bonita would like to send another cleaning crew, as much as I don't want to, I will open my house for them to come back and reconcile the situationOtherwise, they should further discount the billAnd, correction to Ana's response - our house is bedrooms bathrooms, not bathroomsThanks Sincerely, [redacted]

Dear ***,First of all, I am responding to your letter dated August 11, which was received while I wason vacation from August to August 23.Casa Bonita has been cleaning houses for years and our goal has been to performexcellent work and make our customers happyUnfortunately, it seems we did not attainour goal with *** ***.In my previous response to ***'s complaint, I explained the situationWe did give her acredit for 11/hours ($57) after hours of cleaning and I am sorry that *** does not feelthat is acceptable.At this point (months after we cleaned her home), I would say it is up to *** to decidewhat she feels is a fair price for the work we performed.Sincerely,Ann W***Office Manager

Complaint: ***
I am rejecting this response because:
Casa Bonita made NO attempt to rescheduleI have attached the email thread (and have others to share)Delia did not attempt to send another cleaning crew out or contact me (she flat out lied in her email stating that she had tried and didn't), after she promised she wouldIf Casa Bonita would like to send another cleaning crew, as much as I don't want to, I will open my house for them to come back and reconcile the situationOtherwise, they should further discount the billAnd, correction to Ana's response - our house is bedrooms bathrooms, not bathroomsThanks
Sincerely,
*** ***

Dear ***,First of all, I am responding to your letter dated August 11, which was received while I wason vacation from August to August 23.Casa Bonita has been cleaning houses for years and our goal has been to performexcellent work and make our customers happyUnfortunately, it seems we did not attainour goal with *** ***.In my previous response to ***'s complaint, I explained the situationWe did give her acredit for 11/hours ($57) after hours of cleaning and I am sorry that *** does not feelthat is acceptable.At this point (months after we cleaned her home), I would say it is up to *** to decidewhat she feels is a fair price for the work we performed.Sincerely,Ann W***Office Manager

Dear ***,The complainant, *** ***, used the name *** *** when doing business with CasaBonita.Our Director of House Cleaning Services, Delia N***, went to ***'s home for an estimate and did awalk through with ***'s nanny who informed her of the work *** wanted performed.Delia
emailed a Cleaning Proposal as well as several other emails (all enclosed)*** accepted theproposal and we cleaned her home on April*** emailed on the 19th expressing her disapprovalof the work performedDue to ***'s dissatisfaction, Delia gave her a credit for 11/hrs ($57) and ina phone conversation attempted to schedule a time to return to clean the areas that did not meet***'s expectationsSeveral days and times were offered but *** would not accept any of thetimes.Our policy as stated at the end of the Cleaning Proposal is: any discrepancies found are to be reportedwithin hours and we will return to clean those areasWe cannot clean if we are not allowed in thehouse*** states in her letter to you that she never wants us in her home again and has proved thatby not allowing us to return.Our crew spent man hours at ***'s home, which is sqft., floors, bedrooms, and 1/2bathroomsMost of the flooring is hard surface which takes more time to cleanPlease take a look atthe enclosed photos from *** of areas that were not cleaned to her satisfaction.Thank you for your time and considerationIf you have any questions, please do not hesitate to call me.Sincerely, Ann W***Office ManagerWoodinville Redmond RdRedmond, WA 481-www.casabonita.com

Complaint: ***
I am rejecting this response because:
Casa Bonita made NO attempt to rescheduleI have attached the email thread (and have others to share)Delia did not attempt to send another cleaning crew out or contact me (she flat out lied in her email stating that she had tried and didn't), after she promised she wouldIf Casa Bonita would like to send another cleaning crew, as much as I don't want to, I will open my house for them to come back and reconcile the situationOtherwise, they should further discount the billAnd, correction to Ana's response - our house is bedrooms bathrooms, not bathroomsThanks
Sincerely,
*** ***

Good Afternoon, We are responding to a complaint submitted on 10/4/17 with a reference ID of [redacted]. Cooper Alarm Systems, Inc. installed a security system for [redacted] in December of 2011. The total amount of the system was $432 and was paid for by the...

customer on 2/7/12. The customer rented this property to a tenant who had it monitored through our company until March 13, 2014. [redacted] called into our office the morning of 10/4/17 asking for the installer code to the alarm panel so he could set up monitoring through another company. Our office manager Dana took the call and advised [redacted] that the service department was out of the office at the moment. She further advised him that she did not have access to programing information but would pull the paperwork for the system and service would give him a call back when they returned to the office. A short time later the customer called in again, this time very irate and using foul language. She advised him again that the service department had not returned yet but she would relay the message, eventually disconnecting the call when the foul language persisted. Shortly thereafter, [redacted] sent her an email threatening a lawsuit if his demands were not met immediately. Dana again responded that the service department was not in and she would relay the message but to refrain from calling the office using foul language. [redacted] again responded threatening a lawsuit and making claims that we were unwilling to help him. From that point on he called the office repeatedly every minute or so. When the service department came back to the office later that afternoon, they immediately tried to remotely connect to his alarm panel but were unsuccessful in doing so. This could be for several reasons including telephone provider or line issues or damage to the alarm panel at some point after it was last monitored in 2014. It is our position first that [redacted] did not give us adequate time to respond to repair and service a system that is over 5 years old. Further, he did not provide the means necessary (a working telephone line) for us to make the remote connection to his alarm panel so we could check the system for him. We never give out our installer code, as doing so could compromise the security of hundreds of our customers. In order to assist [redacted], he must have a working telephone line so we can connect to the panel and replace our installer code with another code that he can then use. [redacted] advised us that he had phone service connected, so again we tried to help by connecting to the system. The [redacted] telephone line he currently has is a VOIP (voice over IP) based line. [redacted] VOIP service is incompatible with the two way communicator used with any alarm system. Since 10/4/17 we have been in contact with [redacted] by email and have tried several times to connect to his panel. We are still working on this issue with him presently. If you would like supporting documentation, please let us know. We have email correspondence but do not see a way to submit that on this website. Thank you, Cooper Alarm Systems, Inc.

Dear [redacted],The complainant, [redacted], used the name [redacted] when doing business with CasaBonita.Our Director of House Cleaning Services, Delia N[redacted], went to [redacted]'s home for an estimate and did awalk through with [redacted]'s nanny who informed her of the work [redacted] wanted performed.Delia...

emailed a Cleaning Proposal as well as several other emails (all enclosed). [redacted] accepted theproposal and we cleaned her home on April19. [redacted] emailed on the 19th expressing her disapprovalof the work performed. Due to [redacted]'s dissatisfaction, Delia gave her a credit for 11/2 hrs ($57) and ina phone conversation attempted to schedule a time to return to clean the areas that did not meet[redacted]'s expectations. Several days and times were offered but [redacted] would not accept any of thetimes.Our policy as stated at the end of the Cleaning Proposal is: any discrepancies found are to be reportedwithin 24 hours and we will return to clean those areas. We cannot clean if we are not allowed in thehouse. [redacted] states in her letter to you that she never wants us in her home again and has proved thatby not allowing us to return.Our crew spent 7 man hours at [redacted]'s home, which is 3000 sq. ft., 3 floors, 4 bedrooms, and 3 1/2bathrooms. Most of the flooring is hard surface which takes more time to clean. Please take a look atthe enclosed photos from [redacted] of areas that were not cleaned to her satisfaction.Thank you for your time and consideration. If you have any questions, please do not hesitate to call me.Sincerely, Ann W[redacted]Office Manager14005 Woodinville Redmond Rd. Redmond, WA 98052 425 481-8633 www.casabonita.com