City Maid Reviews (%countItem)
City Maid Rating
Address: 26307 Basswood Ave, Rancho Palos Verdes, California, United States, 90275-1709
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I bought a service "Deep cleaning" to clean my apartment. 2 cleaners for 2 hours. I was not home at the time, so I asked a friend to be there. They did not clean good at all. Mostly everything stayed the same. They also left earlier than they should have. When talking to a representative, they denied a refund or any compensation.
Product_Or_Service: cleaning
Refund I want a full refund for the service that was not performed up to any standards and ideally compensation for hours spent talking to the company, trying to resolve it. For the first weeks of February they've been telling me they would sent someone to redo the job, but after 5 calls they said they can't do it anymore.
The client requested a customized 2 hour cleaning of the home. Our team of ladies arrived to the location and was greeted by the clients friend or house sitter. The team completed a total of 2 hour checking in once they arrived and checking out prior to leaving. It is mandatory for our teams to do a walk-through with the client if they are home, in this case they did the walk-through with the clients friend and the friend said they did a great job! The team was satisfied with their work too and when they heard about this complaint they were willing to return to re-clean any areas which the client felt was not cleaned properly. The client denied the re-clean which is actually our policy for resolutions. Anything that is not cleaned up to standards our team is happy to return to re-clean for free, but he declined. Months later he asks us for the re-clean, which is taking advantage of our policy. Re-cleans must be done within the week to qualify as homes get dirty quickly it is like having the team return to clean a home for free. He was requesting the re-clean months after his initial cleaning. After declining the re-clean he request a refund or he would take action further. Unfortunately we were unable to resolve this issue as it was passed the re-clean window. If he had asked to re-clean upon initial complaint our maids would have re-cleaned the home complimentary the same day or next. But since he declined we were unable to resolve the complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted them right away after the cleaning was made. The friend said that they left much earlier than they should have and they were also one hour late. So maybe they were counting from the hour they were supposed to be there. They needed to clean only living room and bathroom, which they barely touched, so the friend did not even think to inspect, even though for me it was obvious and I have pictures proving that they failed at their job. I requested a refund from them, which they declined, and offered to send the same team to reclean, which I though was a bad idea based on the issue. Therefor I had to open a dispute with my bank, which was declined, because they came, even though the job was not properly completed. After what I called them again asking legal information, so I can take further action, which they declined to provide, and offered a re-clean again. I thought okay, let's give them another chance. Then they didn't call me back, so I did, they kept saying someone would come for a re-clean. After 4 calls suddenly they said they can't offer it anymore, even though they said they would. I did not want to "take advantage of the policy", I simply requested a refund for poor service, not even mentioning the time wasted. Thank you.
Document Attached
The client did contact us after the cleaning in regards to his complaint that was November 15, 2019. Our support agent apologized to hear the cleaning was not up to standards and let the client know that any areas missed could be re-cleaned complimentary and the team would return to take care of the job. The client responds "no thank you, I'm gonna get someone else for the job, issue me a refund". Since our policy is to re-clean areas missed, refunds are only issued for certain cleaning jobs which teams did not clean or did not arrive, but when the team arrives, works the full duration we do not issues refunds as our maids worked and instead have them complete the areas missed for the job. We have our maids return to the job site, same day or next day to complete the job on areas missed. The client declined and instead demanded a refund.
Since he did not like our resolution, he said he would dispute with his bank, which was his choice to pursue. He mentions he was unable to because the team did indeed arrive to the home and cleaned at his house. He then posts bad feedback on our sites November 28th after not getting the resolution he was wanting. By December 16th he asked us to send maids to his home to clean for the "Complimentary Re-clean" which he denied a month ago. Unfortunately our policy does not allow us to send maids to "Re-Clean" homes after 1 month has already passed. Re-cleans are normally done within the same day or next day. The longest we allow is a week if the client has a busy schedule, but over a month later asking for a re-clean is like asking for a completely free home cleaning. The term "Re-clean" means cleaning areas missed. What the client was requesting was a free home cleaning which is not within our policy. On January 25, 2020 the client calls us asking for our legal information to file a claim against us, which we told our support agent to provide the information he requested. She provided him our details and lets him know normally we offer re-cleans not refunds as that is our main policy. He then asks for the re-clean and our support agent not realizing it was for a job done in November said she would look into it. She brought his complaint up to management about his request but she was informed that his re-clean is way passed policy period and he unfortunately did not qualify for the re-clean. After the support agent explained this to the client, he informed us that he would file a lawsuit in regards to the refund he requested and demanded we pay for court fees. We declined the refund and re-clean as it was too late to re-clean his home months have passed and unfortunately the window for resolution has passed. So we confirmed that the client may do as he wished file lawsuit, bad feedback, dispute etc. Unfortunately we were unable to resolve his complaint due to him declining our resolution originally and then asking for the resolution months later. If he had accepted the resolution from the day he complained it would be no issue sending the re-clean, but one month, two month's later it is no longer a re-clean it is a "free" clean.
(The consumer indicated he/she DID NOT accept the response from the business.)
They're just repeating the same thing. Doesn't fix the issue.