Cleanify

Hello Revdex.com, For the scheduling issues that were out of our control, we were able to find a replacement cleaning company within hrsThis act is actually what customers pay for - we are booking service company not the actual cleaning company and the value is that we can absorb the cost to have to find and source cleaning companies to come in to their homesThough, we hate to disappoint, so we provided a discount for the cleaning company cancelling and the poor service Drew was providedThe very first attempt to charge, the card declinedOnce we settled on a new cost, we cancelled that charge and processed a new oneUnfortunately, we had a bug in our system that did not register the original charge as declined and both charges were processedWe immediately refunded the entire amount (making our services and the cleaning free) when we discovered the issueThe bank holding the charge is completely out of our control and it is standard procedure across industries that refunds may take up to 5-days to transfer depending on their bankWe make sure this is noted in our emailPlease view attached screenshots that show a declined card, refunds, account activity notes and let us know if you need anything else Thank you!

We realized there was one screenshot that was not attached - this shows the account activity and our reaction timeAs soon as the first Revdex.com message came in we also tried to figure out what else we could doThe only action we could take is offer additional credit for our serviceWe sent an email explanation with an apology and offer to help rectify the situationWe are unsure what else we could do that would not further inconvenience the customer If there are any suggestions, please let us know All the best, Cleanify

Complaint: [redacted] I am rejecting this response because: This explains their current understanding, but does not help resolve settling account balance Their 'bug' has prevented accurate account balances showing when reviewing my account online, and has had their customer service staff start each conversation saying I owe the original balance, requiring justification/explanation on why the amount owing should be less Their bug has resulted in charging over twice the amount due While industry practice may have refunds held for 5-business days, the hold is due to their system errors, and directly impacts their customers There was no apology or recognition of the impact their excessive charging causes I want my account settled and to have no further contact with this company Sincerely, [redacted]

Hi [redacted] , First, on behalf of Cleanify, we would like to apologize due to your payment being late and for any inconvenience that this may have caused you As we had informed you, Cleanify has been in the process of putting the finishing touches on a new, faster, more reliable payout system for cleaning services where you would consistently be sent payment after a job is finished and also be able to see the money in your account a lot fasterDue to the new payment system not being completed, this was the reason for the delay in your payment As confirmed on Friday, June 9th, full payment plus an additional $due to the delay in payment was sent to your PayPal account and coordinated with our Pro Account Agent, Pam and that the complaint and issue has been resolvedOnce again, you have our deepest apologies that this situation has transpired as it has but we are hoping that we are able to continue a great working relationship moving forward and that you will be more than happy with the speed and efficiency of our new payment system Yours in cleaning, [redacted] @ Cleanify

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

I booked a move out cleaning service on through cleanif*It was scheduled on Sunday, 08/07/2016, and I received multiple confirmation emails from cleanif*However, I waited over hour and no one showed up at scheduled timeI called cleanif* through their customer support number, and no one answered the phoneI sent an email to complain no service, and eventually received phone call from cleanif*They told me there was a miscommunication between cleanif* and the service providerAnd they would help me find another cleaning service on the same day since I needed to move out before 5pmIt ended up with a text message from cleanif* saying that they have tried contacted all the service providers, and no one would take my orderI cleaned up the unit by myself eventually for several hours to avoid penaltyHorrible experience

Hi ***
I tried contacting you a few times and will try againIt seems like there may have been a misunderstanding in how our financial system works and I apologize for our poor communication or inability to identify that more clarification was needed.
We attempted to follow up
different times via email regarding your declined payment and one phone callWe never received a response back or notice of when we could arrange a payment date, if that was necessary, so our system attempts to charge until the payment is fulfilledOriginally the term of service was to receive payment hrs after service and since it was overdue 2+ months
Cleanify also wants to apologize if the agent did not deliver a message appropriatelyThe agent was supposed to explain that the refund would take 5-business days and possibly that would not be early enough for youBecause of this we suggested simply refunding the $owed now that we could apply it to the paymentIf you are ok with not receiving the refund until - business days then we are happy to do soThen, also we would need confirmation of working card that can provided payment as soon as possiblePlease keep in mind that legally payment is due as services were rendered and hard working individuals dependent on these earnings are waiting to be compensated for the star rated work they provided to you
I look forward to speaking with you and helping you with a resolution that is best fit.
All the best
***
Cleanify

What I love most about Cleanify is that they make booking a cleaning service very easyI found them through Thumbtack and was matched with a cleaning service but they had to cancelEven before I could reach out to them, Cleanify matched me with another cleaning service who did an amazing job for us!

I've been following Cleanify's blog for a while so decided to finally give them a try as I was moving out of my apartment last monthI booked a move-out clean through them and was matched with local cleaning service (***)The crew came in and did a phenomenal jobVery satisfied!

We realized there was one screenshot that was not attached - this shows the account activity and our reaction time. As soon as the first Revdex.com message came in we also tried to figure out what else we could do. The only action we could take is offer additional credit for our service. We sent an email explanation with an apology and offer to help rectify the situation. We are unsure what else we could do that would not further inconvenience the customer. 
If there are any suggestions, please let us know. 
All the best, 
Cleanify

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
It was not clear in their response that in addition to reversing the charges, to correct the overcharge as quickly as they could, they had settled the account.
My thanks to Cleanify.
Sincerely, [redacted]

Hi [redacted],  First, on behalf of Cleanify, we would like to apologize due to your payment being late and for any inconvenience that this may have caused you.  As we had informed you, Cleanify has been in the process of putting the finishing touches on a new, faster, more reliable...

payout system for cleaning services where you would consistently be sent payment after a job is finished and also be able to see the money in your account a lot faster. Due to the new payment system not being completed, this was the reason for the delay in your payment.  As confirmed on Friday, June 9th, full payment plus an additional $50.00 due to the delay in payment was sent to your PayPal account and coordinated with our Pro Account Agent, Pam and that the complaint and issue has been resolved. Once again, you have our deepest apologies that this situation has transpired as it has but we are hoping that we are able to continue a great working relationship moving forward and that you will be more than happy with the speed and efficiency of our new payment system.  Yours in cleaning,  [redacted] @ Cleanify

Complaint: [redacted]I am rejecting this response because:  
This explains their current understanding, but does not help resolve settling account balance.
Their 'bug' has prevented accurate account balances showing when reviewing my account online, and has had their customer service staff start each conversation saying I owe the original balance, requiring justification/explanation on why the amount owing should be less.  Their bug has resulted in charging over twice the amount due.  While industry practice may have refunds held for 5-10 business days, the hold is due to their system errors, and directly impacts their customers.  There was no apology or recognition of the impact their excessive charging causes.
I want my account settled and to have no further contact with this company.
Sincerely,[redacted]

Hello Revdex.com, 
For the scheduling issues that were out of our control, we were able to find a replacement cleaning company within 24 hrs. This act is actually what customers pay for - we are booking service company not the actual cleaning company and the value is that we can absorb the cost to...

have to find and source cleaning companies to come in to their homes. Though, we hate to disappoint, so we provided a discount for the cleaning company cancelling and the poor service Drew was provided. The very first attempt to charge, the card declined. Once we settled on a new cost, we cancelled that charge and processed a new one. Unfortunately, we had a bug in our system that did not register the original charge as declined and both charges were processed. We immediately refunded the entire amount (making our services and the cleaning free) when we discovered the issue. The bank holding the charge is completely out of our control and it is standard procedure across industries that refunds may take up to 5-10 days to transfer depending on their bank. We make sure this is noted in our email. Please view attached screenshots that show a declined card, refunds, account activity notes and let us know if you need anything else. 
Thank you!