Cleveland Housekeepers, LLC

The complaint states as follows: "I called Jose M [redacted] in regards to an advertised [redacted] for a deep cleaning provided by his business, "Cleveland Housekeeping." The [redacted] advertised 4hours of deep cleaning for $MrM [redacted] stated that we could avoid [redacted] fees by my purchasing a deep cleaning directly through his companyHe offered to provide a 4hour deep cleaning at the summer special rate of $119.99." Attached is the original [redacted] deal: https://www[redacted] .com/deals/clevelandhousekeepers-com-[redacted] Client was offered to get rid of the middle man and get an additional discount on the same exact offer, Mrs [redacted] was able to save a total of $including taxes by doing soI proceeded to explain company policies and explained the same terms every single new client receives: "For quoting purposed the amount of hours quoted are for person, however I always send a team of two, meaning labor hours & tasks will be divided and the staff members will complete the time purchase in 1/the time (Hours)This statement is also available through out different places in our website included our company policies which are clearly posted and suggested to read before buying any packages online through our website [ http://www.clevelandhousekeepers.com/#!home/mainPage ] this is also explained under the service work scope, at time of confirmation hrs prior to arrival and at time of initial walk through with the client, Client must agree to explained terms and allow us in the home in order to proceed, in this case, Mrs [redacted] did and confirm in her own statementClient was upset because believed one of my staff members was too young, however Staff member is a college student over the age of 21, has passed all background checks and has been in our company for almost two years, is well trained and serves as a shift leader at timesClient's home needed alot of attention, it seemed like it hasnt been cleaned in yearsUnfortunately based on the type of cleaning that was requested, it would of taken easily about 6-man-hours to completeClient refused to purchase additional time in order to complete tasks and proceeded to dismiss my staff from the home without allowing them to complete at least some areas that were started at the hr mark (man-hrs completed)At no point in time I offered a service that retails for $+ tax for just $+ $It's just bad business!! Mrs [redacted] proceeded to submit a case through [redacted] (my credit card processing company) they have reviewed all statements and evidence on this case and they have decided that her statement do not support client protection services and deny the claim to get reimbursedThe Cleveland Housekeepers have served well over clients, currently with over recurring clientsNo complaints have been filed and everyone seems to understand well our policies specially when they are written all over the websiteMrs [redacted] has also submitted pictures of the incomplete tasks however failed to send the pictures of the completed tasks justifying the amount of time staff was at her houseYes, Items were not completed, however it was due to additional time needed and Mrs [redacted] refusing to purchase additional timeUnfortunately I can not refund money for time that was provided and completion of tasks during that time, However I can only offered a Discounted price for the additional time neededI will be more than glad to provide a Deep Cleaning Service for the price of Regular Cleaning ($instead of $per additional man-hour) or a $Gift Certificate towards any future service Mrs [redacted] would likeOther than that, I feel we delivered as promised and advertised

Dear [redacted] It is obvious this is a simple case of misunderstanding from your part and we apologize if we weren't clear enough at the time we set up the appointment, this is why it is important to read the terms and conditions in our home page as wellOur policies are clearly stated through the website in the Home page and Service scopes as well in service description on the [redacted] DealThe Cleveland Housekeepers always work on teams of two and every staff member is over the age of 21, have a full background checked and is well trained before assigning a project under the supervision of a Field Trainer, Unfortunately you purchased a hour package in which we honored a Deep Cleaning for the price of a Regular CleaningThe conditions of the work area were extreme and needed alot of work (5-Man-Hours) in order to comply with all expectationsWe suggested you needed more time however to proceeded to "Kick out" our staff from your home once you opt out of purchasing the additional time neededNo, Floors were not done as instructed by you at the moment of dismissal "Don't Do the floors, I don't want to pay for extra time, I'll do them myself"I have received the pictures of the items the weren't completed in the Man-Hours however I also received the picture of the items that were completed in the Man-Hours you purchasedAs informed, unfortunately the job was too big to be completed in the hours you purchased and Additional time is definitely needed to complete job properly, The Cleveland Housekeepers would be more than Glad to charge just $per additional minutes instead of $Once again, I apologize for the confusion however our policies are clearly posted through out our website

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
*** *** Aug 11to me Dear *** ***,I appreciate your assistance with my complaint against Cleveland HousekeepingI read their response to my complaint and found it to be both insulting and dishonestI have a receipt for hours of cleaning when I was only given hours of cleaningI am a nurse at a major hospital and must always dot every I and cross every t so when MrM*** actually suggested that this was a misunderstanding that I am responsible for, I was appalledI have witnesses who heard my conversation with MrM*** when I booked his servicesHe stated that he normally provides worker to clean for hours but would provide me workers for hoursHe also said that he would have them clean both of my appliances for an additional $When I booked the appointment, he told me he would be sending the workers to my home between am and amI then clarified, "So the workers will be at my home from am to 1pm or am to pm?" He said yesMy coworkers who heard the conversation agreed with me that this was an excellent dealI even cancelled my plans for the day so that I would be able to be present for hours of cleaningI am frugal and OCDI know what he said, and I know what I agreed toI do not like being lied to or taken advantage ofI would venture to say that I am not the first person he has done this to, maybe just the first to report itI am extremely frustrated by this entire situationI work fulltime, am in school to obtain my BSN, and have an autistic childI only purchased their services because I have so little time to clean and was looking for some extra much-needed helpMrM*** is a dishonest man and has poor customer service skills along with a lack of integrity. Thank you for your help in advance,*** ***

Dear *** It is obvious this is a simple case of misunderstanding from your part and we apologize if we weren't clear enough at the time we set up the appointment, this is why it is important to read the terms and conditions in our home page as wellOur policies are clearly stated through the
website in the Home page and Service scopes as well in service description on the *** DealThe Cleveland Housekeepers always work on teams of two and every staff member is over the age of 21, have a full background checked and is well trained before assigning a project under the supervision of a Field Trainer, Unfortunately you purchased a hour package in which we honored a Deep Cleaning for the price of a Regular CleaningThe conditions of the work area were extreme and needed alot of work (5-Man-Hours) in order to comply with all expectationsWe suggested you needed more time however to proceeded to "Kick out" our staff from your home once you opt out of purchasing the additional time neededNo, Floors were not done as instructed by you at the moment of dismissal "Don't Do the floors, I don't want to pay for extra time, I'll do them myself"I have received the pictures of the items the weren't completed in the Man-Hours however I also received the picture of the items that were completed in the Man-Hours you purchasedAs informed, unfortunately the job was too big to be completed in the hours you purchased and Additional time is definitely needed to complete job properly, The Cleveland Housekeepers would be more than Glad to charge just $per additional minutes instead of $Once again, I apologize for the confusion however our policies are clearly posted through out our website

The complaint states as follows:? "I called Jose M[redacted] in regards to an advertised [redacted] for a deep cleaning provided by his business, "Cleveland Housekeeping." The [redacted] advertised 4hours of deep cleaning for $MrM[redacted] stated that we could avoid [redacted] fees by my purchasing a deep cleaning directly through his companyHe offered to provide a 4hour deep cleaning at the summer special rate of $119.99."? Attached is the original [redacted] deal:? https://www.[redacted].com/deals/clevelandhousekeepers-com-5* Client was offered to get rid of the middle man and get an additional discount on the same exact offer, Mrs [redacted] was able to save a total of $including taxes by doing soI proceeded to explain company policies and explained the same terms every single new client receives: "For quoting purposed the amount of hours quoted are for person, however I always send a team of two, meaning labor hours & tasks will be divided and the staff members will complete the time purchase in 1/the time (Hours)This statement is also available through out different places in our website included our company policies which are clearly posted and suggested to read before buying any packages online through our website [ http://www.clevelandhousekeepers.com/#!home/mainPage ] this is also explained under the service work scope, at time of confirmation hrs prior to arrival and at time of initial walk through with the client, Client must agree to explained terms and allow us in the home in order to proceed, in this case, Mrs [redacted] did and confirm in her own statement.? Client was upset because believed one of my staff members was too young, however Staff member is a college student over the age of 21, has passed all background checks and has been in our company for almost two years, is well trained and serves as a shift leader at timesClient's home needed alot of attention, it seemed like it hasnt been cleaned in yearsUnfortunately based on the type of cleaning that was requested, it would of taken easily about 6-man-hours to completeClient refused to purchase additional time in order to complete tasks and proceeded to dismiss my staff from the home without allowing them to complete at least some areas that were started at the hr mark (man-hrs completed)At no point in time I offered a service that retails for $+ tax for just $+ $It's just bad business!! Mrs [redacted] proceeded to submit a case through [redacted] (my credit card processing company) they have reviewed all statements and evidence on this case and they have decided that her statement do not support client protection services and deny the claim to get reimbursed.? The Cleveland Housekeepers have served well over clients, currently with over recurring clientsNo complaints have been filed and everyone seems to understand well our policies specially when they are written all over the websiteMrs [redacted] has also submitted pictures of the incomplete tasks however failed to send the pictures of the completed tasks justifying the amount of time staff was at her houseYes, Items were not completed, however it was due to additional time needed and Mrs [redacted] refusing to purchase additional time.? Unfortunately I can not refund money for time that was provided and completion of tasks during that time, However I can only offered a Discounted price for the additional time neededI will be more than glad to provide a Deep Cleaning Service for the price of Regular Cleaning ($instead of $per additional man-hour) or a $Gift Certificate towards any future service Mrs[redacted] would likeOther than that, I feel we delivered as promised and advertised.? ?

The complaint states as follows: "I called Jose M[redacted] in regards to an advertised [redacted] for a deep cleaning provided by his business, "Cleveland Housekeeping." The [redacted] advertised 4hours of deep cleaning for $135. Mr. M[redacted] stated that we could avoid [redacted] fees by my purchasing a deep cleaning directly through his company. He offered to provide a 4hour deep cleaning at the summer special rate of $119.99." Attached is the original [redacted] deal: https://www.[redacted].com/deals/clevelandhousekeepers-com-5* Client was offered to get rid of the middle man and get an additional discount on the same exact offer, Mrs [redacted] was able to save a total of $86.40 including taxes by doing so. I proceeded to explain company policies and explained the same terms every single new client receives: "For quoting purposed the amount of hours quoted are for 1 person, however I always send a team of two, meaning labor hours & tasks will be divided and the staff members will complete the time purchase in 1/2 the time (2 Hours). This statement is also available through out different places in our website included our company policies which are clearly posted and suggested to read before buying any packages online through our website [ http://www.clevelandhousekeepers.com/#!home/mainPage ] this is also explained under the service work scope, at time of confirmation 24 hrs prior to arrival and at time of initial walk through with the client, Client must agree to explained terms and allow us in the home in order to proceed, in this case, Mrs [redacted] did and confirm in her own statement. Client was upset because believed one of my staff members was too young, however Staff member is a college student over the age of 21, has passed all background checks and has been in our company for almost two years, is well trained and serves as a shift leader at times. Client's home needed alot of attention, it seemed like it hasnt been cleaned in years. Unfortunately based on the type of cleaning that was requested, it would of taken easily about 6-7 man-hours to complete. Client refused to purchase additional time in order to complete tasks and proceeded to dismiss my staff from the home without allowing them to complete at least some areas that were started at the 2 hr mark (4 man-hrs completed). At no point in time I offered a service that retails for $349.99 + tax for just $119.99 + $25. It's just bad business!! Mrs [redacted] proceeded to submit a case through [redacted] (my credit card processing company) they have reviewed all statements and evidence on this case and they have decided that her statement do not support client protection services and deny the claim to get reimbursed. The Cleveland Housekeepers have served well over 300 clients, currently with over 30 recurring clients. No complaints have been filed and everyone seems to understand well our policies specially when they are written all over the website. Mrs [redacted] has also submitted pictures of the incomplete tasks however failed to send the pictures of the completed tasks justifying the amount of time staff was at her house. Yes, Items were not completed, however it was due to additional time needed and Mrs [redacted] refusing to purchase additional time. Unfortunately I can not refund money for time that was provided and completion of tasks during that time, However I can only offered a Discounted price for the additional time needed. I will be more than glad to provide a Deep Cleaning Service for the price of Regular Cleaning ($25 instead of $40 per additional man-hour) or a $20.00 Gift Certificate towards any future service Mrs. [redacted] would like. Other than that, I feel we delivered as promised and advertised.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted] <[redacted].[redacted]>Aug 11to me Dear [redacted],I appreciate your assistance with my complaint against Cleveland Housekeeping. I read their response to my complaint and found it to be both insulting and dishonest. I have a receipt for 4 hours of cleaning when I was only given 2 hours of cleaning. I am a nurse at a major hospital and must always dot every I and cross every t so when Mr. M[redacted] actually suggested that this was a misunderstanding that I am responsible for, I was appalled. I have 2 witnesses who heard my conversation with Mr. M[redacted] when I booked his services. He stated that he normally provides 1 worker to clean for 4 hours but would provide me 2 workers for 4 hours. He also said that he would have them clean both of my appliances for an additional $25. When I booked the appointment, he told me he would be sending the workers to my home between 9 am and 10 am. I then clarified, "So the workers will be at my home from 9 am to 1pm or 10 am to 2 pm?" He said yes. My coworkers who heard the conversation agreed with me that this was an excellent deal. I even cancelled my plans for the day so that I would be able to be present for 4 hours of cleaning. I am frugal and OCD. I know what he said, and I know what I agreed to. I do not like being lied to or taken advantage of. I would venture to say that I am not the first person he has done this to, maybe just the first to report it. I am extremely frustrated by this entire situation. I work fulltime, am in school to obtain my BSN, and have an autistic child. I only purchased their services because I have so little time to clean and was looking for some extra much-needed help. Mr. M[redacted] is a dishonest man and has poor customer service skills along with a lack of integrity. Thank you for your help in advance,[redacted]

Dear [redacted] It is obvious this is a simple case of misunderstanding from your part and we apologize if we weren't clear enough at the time we set up the appointment, this is why it is important to read the terms and conditions in our home page as well. Our policies are clearly stated through the...

website in the Home page and Service scopes as well in service description on the [redacted] Deal. The Cleveland Housekeepers always work on teams of two and every staff member is over the age of 21, have a full background checked and is well trained before assigning a project under the supervision of a Field Trainer, Unfortunately you purchased a 4 hour package in which we honored a Deep Cleaning for the price of a Regular Cleaning. The conditions of the work area were extreme and needed alot of work (5-6 Man-Hours) in order to comply with all expectations. We suggested you needed more time however to proceeded to "Kick out" our staff from your home once you opt out of purchasing the additional time needed. No, Floors were not done as instructed by you at the moment of dismissal "Don't Do the floors, I don't want to pay for extra time, I'll do them myself". I have received the pictures of the items the weren't completed in the 4 Man-Hours however I also received the picture of the items that were completed in the 4 Man-Hours you purchased. As informed, unfortunately the job was too big to be completed in the 4 hours you purchased and Additional time is definitely needed to complete job properly, The Cleveland Housekeepers would be more than Glad to charge just $25 per additional 30 minutes instead of $40. Once again, I apologize for the confusion however our policies are clearly posted through out our website.