I'm sorry that we were unable to handle the scope of the jobThe crew needed chemicals and equipment we don’t use and there were concerns they would not have been cleaning in compliance with OSHA requirementsI would highly recommend a company such as Service Master Service Master Restoration Cleaning will be equipped to handle getting your home in top notch condition The crew followed our company policy Once they arrived they were able to determine the job was outside the scope of “dirty” , they reported the condition immediately to their supervisors After reviewing and discussing the condition of the home with the crew, an experienced manager determined that to proceed with the job would have risked the health and well-being of our employeesThey were instructed pack up and let you know why they were leavingEvery level of management in our organization, including myself, were made aware of this decision Though I did not talk to you personally, I know that you spoke to three other managers who explained why we could not perform the service and that you would not be charged In more than years of service to our community we have not often had to refuse to cleanBut our employees are as important to us as our customers They could not clean your home I am sorry you are unable to accept our decision You were not charged for service so there should not be a dispute
Our company did in fact clean this condo and spoke to [redacted] after the cleaning where he complained about his priority list being followed and he did mention a scratch on the floor which he felt was not a big deal nor needed addressing We discounted his cleaning service 50% since the priority list was not strictly followed Months later he contacted us stating he wanted us to pay for the scratch on the floor It is our policy to contact the property owner when property damage is reported According to the property owner, the security deposit was held for extensive damage to the unit including banged up walls, burn holes on both carpet and linoleum floors and scratches over the entire wood flooring The damage that she described is far more extensive then what could have happened during a house cleaning Since we were not allowed access to the condo to look at the damage, our cleaning technicians did not report or remember any damage when originally asked and one of the technicians that serviced this home is no longer with our company to further question, the customer’s story has altered throughout and with the statement from the property owner regarding the extensive damage of this condo, we have determined no financial settlement is in order This customer has personally harassed the owner of the company along with made numerous threats to the office staff We have prided ourselves in offering high-quality, customer-focused service for over years and we always thoroughly research each claim and respond with fairness and in an efficient manner We are sorry this customer does not like our determination, but as an independent business we need to follow our policies, react based on our findings and protect ourselves against fraudulent claims Thank you, Jen H [redacted] Clean and Simple Cleaning [redacted] ***@cleanandsimplecleaning.com
I'm sorry that we were unable to handle the scope of the jobThe crew needed chemicals and equipment we don’t use and there were concerns they would not have been cleaning in compliance with OSHA requirementsI would highly recommend a company such as Service Master Service Master Restoration Cleaning will be equipped to handle getting your home in top notch condition The crew followed our company policy Once they arrived they were able to determine the job was outside the scope of “dirty” , they reported the condition immediately to their supervisors After reviewing and discussing the condition of the home with the crew, an experienced manager determined that to proceed with the job would have risked the health and well-being of our employeesThey were instructed pack up and let you know why they were leavingEvery level of management in our organization, including myself, were made aware of this decision Though I did not talk to you personally, I know that you spoke to three other managers who explained why we could not perform the service and that you would not be charged In more than years of service to our community we have not often had to refuse to cleanBut our employees are as important to us as our customers They could not clean your home I am sorry you are unable to accept our decision You were not charged for service so there should not be a dispute
Our company did in fact clean this condo and spoke to [redacted] after the cleaning where he complained about his priority list being followed and he did mention a scratch on the floor which he felt was not a big deal nor needed addressing We discounted his cleaning service 50% since the priority list was not strictly followed Months later he contacted us stating he wanted us to pay for the scratch on the floor It is our policy to contact the property owner when property damage is reported According to the property owner, the security deposit was held for extensive damage to the unit including banged up walls, burn holes on both carpet and linoleum floors and scratches over the entire wood flooring The damage that she described is far more extensive then what could have happened during a house cleaning Since we were not allowed access to the condo to look at the damage, our cleaning technicians did not report or remember any damage when originally asked and one of the technicians that serviced this home is no longer with our company to further question, the customer’s story has altered throughout and with the statement from the property owner regarding the extensive damage of this condo, we have determined no financial settlement is in order This customer has personally harassed the owner of the company along with made numerous threats to the office staff We have prided ourselves in offering high-quality, customer-focused service for over years and we always thoroughly research each claim and respond with fairness and in an efficient manner We are sorry this customer does not like our determination, but as an independent business we need to follow our policies, react based on our findings and protect ourselves against fraudulent claims Thank you, Jen H [redacted] Clean and Simple Cleaning [redacted] ***@cleanandsimplecleaning.com