CleanerB

Hello- Shannon cleans several homes for CleanerB, and this has been her first complaint regarding her serviceWe cannot refund the money due to several reasonsShannon was paid for the job, because once CleanerB got the payment, the cleaner was paid, then a complaint several days laterIf we had received communication prior to the payment being made, as to why it was not paid or so onWe could have handled this betterWe had no knowledge that she was arriving late to prior cleans until this complaintWe thought the client was happy with CleanerB, and our services due to the fact the client continued to request our services, and did not mention preferring a different cleaner, due to late arrivals, or reschedulingWe, (CleanerB) should have been directly contacted when there was difficulty coordinating services with the cleaner directlyThe cleaner came back days after the initial cleaning because CleanerB had NO knowledge that there was an issuePayment was made within a few days after the service was done as wellCleanerB acted fast and sent the cleaner back once we learned it was uncompleted according to the clientBut we did not know the cleaner was there more than hours, which covers a one time clean

Hello- I am truly sorry for the error on the request when it was sent, the first time I completed it within the days that were told to complete it but it was an odd process, so I maybe did not follow throughBut I am very thankful that you called and left a message and reached out to us to give us time to explain this throughlyI will included the forward the emails between myself (Krista) and the client in reference who made this complaint, [redacted] ***But her complaint I believe is listed as another nameHer mother in law I think was the one who made the complaintsBut [redacted] is the one who contacted me and set this all upOne thing I would like to noteI was not made aware until days after she made payment on her invoice that she was waiting for the cleaner, Shannon to come back [redacted] has used CleanerB several times for cleans, she makes cleaning requests maybe once every 2-months She is very familiar with the rates/hours etcUsually a bedroom clean out covers hoursWhich is what we usually do for herThis unit was a rental that she needed cleaned, and told me it was quite small, only sqft compared to her home which is what is usually serviced, and that would only cover a maximum cleaned for hours totalBased upon what she told me I was going to give her a discount for being a recurring customer, as she is charged a one time clean, since she is not a consistent clientAs well she mentioned how small it was, and it was emptyBut I wanted to make sure the cleaners were paid as expected for their jobsSo she was told the rate In the e-mails you will see she never asked for inside oven cleanings, which if she did would have been charged for the additional service, per our websiteBut she never mentioned or asked for that in the emailsThis is why the cleaner may have refused to do this additional taskThe cleaner Shannon was there for over hours, which is quite a long time for a bedroom which is sqfeet ***, or [redacted] should have reached out to cleanerB, before paying the invoice and followed up with CleanerB so we were aware that she was unhappy, and the cleaner leftAlthough she did not want to get the cleaner in trouble, in the long run made this business task more complicatedI had no idea she canceled twiceI also had no idea the cleaner was arriving late [redacted] mentions she was arriving late for prior/past cleans but continued to reach out to me requesting myself or Shannon for more serviceSo I genially thought she was happy with our service But we always tell our clients to expect us within an hour window frame, saying 8-because we cannot predict traffic, or in case a cleaner gets lost The cleaner Shannon said that [redacted] is very sweet, and my experience with her (Krista) has always been pleasant, It's my understanding that [redacted] was rude to Shannon, which made her leave when she did come back the 2nd timeIf you need to reach out to Shannon, she is more than willing to explain more in depthPlease let me know and I can get her contact information so you can reach her directlyAs shannon was quite upset ***/ [redacted] state the home just needed a good wiping down, with general purpose cleaner, (except the oven) But a sqresidential usually does not take more than hoursUsually a clean like this what she explained of sqfeet, and empty takes a cleaner 3-hours maximum Usual cleaning companies charge anywhere from 25-per hour, and Shannon was there for more than hours, ***/ [redacted] was charged (with tax) for hours at the lowest rate of that is ***/ [redacted] left a generous tip of because I feel that [redacted] knows CleanerB has done a good job for her in the pastA refund to ***/ [redacted] we feel is unfair, because the cleaner did work very hardWe are a small business and we pay our cleaners based on what clients payShannon did go back to finish, but I also feel after finding out she spent hours there the first time, was quite a lot of time and went back with the intention of not getting paid more, was quite unfairI did not know she had already been there for more than hours the first time The agreement was set up between Krista, and ***Never once was [redacted] involved in a conversation per e-mail The invoice was dated November 28th, she paid this in full December 3rd, she did not make a complaint or reach out to CleanerB until December 7th informing us the job was not completeWe had no ideaWhen the email was sent, I followed up with Shannon right away, and she went back on December 9thBut states she left because [redacted] was making more demands, and being very rude to Shannon, when Shannon had already been there the first time for more than hoursAs well she cleaned the home either on November 28th to 29th, we have no idea what kind of messes could have been made from the 28th/29th until the 7th of December when I was contacted, for the job not being done I will be sending a few emails, please let me know if you do not get themThey will be coming from my direct email, [redacted] so please do let me know if you do not get themI am also including the invoice that shows when it was sent, and when it was paidThat attachment is included in this email Please let us know if you would like additional informationThanks! CleanerB Let us make your life brighterwww.cleanerb.com/blog

Hello-   I am truly sorry for the error on the request when it was sent, the first time I completed it within the days that were told to complete it but it was an odd process, so I maybe did not follow through. But I am very thankful that you called and left a message and reached out to us to...

give us time to explain this throughly. I will included the forward the emails between myself (Krista) and the client in reference who made this complaint, [redacted]. But her complaint I believe is listed as another name. Her mother in law I think was the one who made the complaints. But [redacted] is the one who contacted me and set this all up. One thing I would like to note. I was not made aware until days after she made payment on her invoice that she was waiting for the cleaner, Shannon to come back.    [redacted] has used CleanerB several times for cleans, she makes cleaning requests maybe once every 2-3 months.  She is very familiar with the rates/hours etc. Usually a 3 bedroom clean out covers 6 hours. Which is what we usually do for her. This unit was a rental that she needed cleaned, and told me it was quite small, only 800 sq. ft compared to her home which is what is usually serviced, and that would only cover a  maximum  cleaned for 6 hours total. Based upon what she told me I was going to give her a discount for being a recurring customer, as she is charged a one time clean, since she is not a consistent client. As well she mentioned how small it was, and it was empty. But I wanted to make sure the cleaners were paid as expected for their jobs. So she was told the normal rate.    In the e-mails you will see she never asked for  inside oven cleanings, which if she did would have been charged 30.00 for the additional service, per our website. But she never mentioned or asked for that in the emails. This is why the cleaner may have refused to do this additional task. The cleaner Shannon was there for over 5 hours, which is quite a long time for a 1 bedroom which is 800 sq. feet.    [redacted], or [redacted] should have reached out to cleanerB, before paying the invoice and followed up with CleanerB so we were aware that she was unhappy, and the cleaner left. Although she did not want to get the cleaner in trouble, in the long run made this business task more complicated. I had no idea she canceled twice. I also had no idea the cleaner was arriving late. [redacted] mentions she was arriving late for prior/past cleans but continued to reach out to me requesting myself or Shannon for more service. So I genially thought she was happy with our service.    But we always tell our clients to expect us within an hour window frame, saying 8-9 because we cannot predict traffic, or in case a cleaner gets lost.    The cleaner Shannon said that [redacted] is very sweet, and my experience with her (Krista) has always been pleasant, It's my understanding that [redacted] was rude to Shannon, which made her leave when she did come back the 2nd time. If you need to reach out to Shannon, she is more than willing to explain more in depth. Please let me know and I can get her contact information so you can reach her directly. As shannon was quite upset.  [redacted] state the home just needed a good wiping down, with general purpose cleaner, (except the oven) But a 800 sq. residential usually does not  take more than 5 hours. Usually a clean like this what she explained of 800 sq. feet, and empty takes a cleaner 3-4 hours maximum.    Usual cleaning companies charge anywhere from 25-40 per hour, and Shannon was there for more than 5 hours, [redacted] was charged 134.72 (with tax) for 5 hours at the lowest rate of 25.00 that is 125.00. [redacted] left a generous tip of 30.00 because I feel that [redacted] knows CleanerB has done a good job for her in the past. A refund to [redacted] we feel is unfair, because the cleaner did work very hard. We are a small business and we pay our cleaners based on what clients pay. Shannon did go back to finish, but I also feel after finding out she spent 5 hours there the first time, was quite a lot of time and went back with the intention of not getting paid more, was quite unfair. I did not know she had already been there for more than 5 hours the first time.  The agreement was set up between Krista, and [redacted]. Never once was [redacted] involved in a conversation per e-mail.    The invoice was dated November 28th, she paid this in full December 3rd, she did not make a complaint or reach out to CleanerB until December 7th informing us the job was not complete. We had no idea. When the email was sent, I followed up with Shannon right away, and she went back on December 9th. But states she left because [redacted] was making more demands, and being very rude to Shannon, when Shannon had already been there the first time for more than 5 hours. As well she cleaned the home either on November 28th to 29th, we have no idea what kind of messes could have been made from the 28th/29th until the 7th of December when I was contacted, for the job not being done.     I will be sending a few emails, please let me know if you do not get them. They will be coming from my direct email, [redacted] so please do let me know if you do not get them. I am also including the invoice that shows when it was sent, and when it was paid. That attachment is included in this email.   Please let us know if you would like additional information. Thanks!   CleanerB Let us make your life brighter. www.cleanerb.com/blog

I am rejecting this response because: The company's agreement to customer was not honored, service was unsatisfactory, work was not completed, ther were several cancelations and rescheduled appointments yet the work still not completed per agreement/advertisement, there was no followup communications from company to customer re: resolution despite repeated communications from customer, etc.  Please see attachments.  Customer is disappointed in this business's unprofessional, unethical business practice and behavior.  It was hoped there was resolution versus filing this complaint but customer felt there was no other option, other than legal.  The desired settlement remains at a total of $164.72. Thanks,[redacted]

Hello- Shannon cleans several homes for CleanerB, and this has been her first complaint regarding her service. We cannot refund the money due to several reasons. Shannon was paid for the job, because once CleanerB got the payment, the cleaner was paid, then a complaint several days later. If we had received communication prior to the payment being made, as to why it was not paid or so on. We could have handled this better. We had no knowledge that she was arriving late to prior cleans until this complaint. We thought the client was happy with CleanerB, and our services due to the fact the client continued to request our services, and did not mention preferring a different cleaner, due to late arrivals, or rescheduling. We, (CleanerB) should have been directly contacted when there was difficulty coordinating services with the cleaner directly. The cleaner came back 10 days after the initial cleaning because CleanerB had NO knowledge that there was an issue. Payment was made within a few days after the service was done as well. CleanerB acted fast and sent the cleaner back once we learned it was uncompleted according to the client. But we did not know the cleaner was there more than 5 hours, which covers a one time clean.