Crisp Cleaning Services

10/25/***, We have received your complaint and again, we are sorry that you feel this wayAfter our initial telephone conversation on October 2nd, I addressed all your concernsAt which time I offered you a credit
$for your dissatisfactionThis credit would go toward the "once over" cleaning that you wanted us to do after all vendors were out of your homeAs stated in our telephone conversation, due to the number of vendors coming in and out while we were cleaning, it was not possible for us to guarantee our work once we had completed the jobNot only did I state this on the phone, however I spoke with you about it several times while on site as we left each dayIn addition, each day I would walk you through what we had done and what we would tackle the next dayNever once did you voice that you were unsatisfied, disappointed or felt that we weren’t delivering our end of the agreementOn the first day you walked through the house with your husband and had nothing but compliments and gratitude for the cleaning that we had accomplishedWe cleaned the entire right side of the house with including walls, with some exceptions, on the first dayWe started at 9:15, of us, and team member left at 4:and the rest of us left at 5:55pm***, your electrician can verify this as he told us it was time to go and he had to lock upThe camera at the exit of your community gate can also verify that we left around 6pm that eveningOn the 2nd day, which was days after we completed the first day, we continued in the hall, master bedroom/bath and re-cleaned the first half of the house, per your request, as it had additional work doneOn the second day I brought the walls to your attention both in front of my team and your General Contractor, ***I specifically brought you into the master to show you an untouched wall so that you could see the wall looked smeared, foggy and uneven prior to being cleaned and then showed you a wall that we cleanedMyself, including you and my team agreed the walls looked better once cleanedI asked for your approval to move forward with cleaning the wallsYou stated that you approve of us continuing and that it did look better than the untouched wall*** stated that the unevenness could be from the way that the painter “Feathered” or “Touched up” the wall in certain areasNonetheless you gave your stamp of approval to move forward and we did Again, you never once brought up that you felt we damaged the walls on the first, second or even third day that we were thereNor did your painter present any concern for the wallsTherefore, we cannot and will not take responsibility for this claimIn the agreement, which I have attached, our policy clearly states that if there is any discrepancy that it must be brought to our attention within 24hours of the cleaning for us to address itThis was not doneIn fact, you reached out days after the final day of cleaningYou stated during our telephone conversation on October 2nd, the day you emailed me you were unhappy with the cleaning, that your painter said we ruined your walls and asked what chemicals we used on themI’m assuming he said that because you asked him to re-paint your walls at no cost to you since they weren’t done wellI stated we didn’t use any chemicals and I know how to treat flat paintI provided you with our process and I assured you we never used any product or chemical on the wallsOn the last day, I specifically stated that we are unable to clean the master bedroom and bathroom floors due to the audio-visual vendor that was occupying the spaceThis vendor was also tracking in more dirt by exiting and entering through the garageI also pointed out that the painter taped up the master closet floors again just as we had finished removing the tape residueThis was all beyond our control as you had several vendors continuing work while we were cleaningAs you can see it would be very hard to guarantee our service when people are still working in areas that have already been cleaned or are in areas that we are trying to address Our initial estimate, without windows, was 4-(8) hour days (team members)Per your request, we agreed to add windows into the package, however we could not/did not guarantee they would all get completed within the original estimated time frame (please see attached email)You agreed to the estimate and therefore contracted us for the 4/8hr days (cleaning professionals)My goal was to get the cleaning done within or close to the original estimated time because you had already mentioned to me several times that you’re over budget and can’t believe how long everything is takingAt the end of the 2nd day I knew that we could complete what was accessible on the 3rd day if I added a 5th team memberWhich I discussed with you at the end of the dayGetting the interior completed, minus the 30ft windows, was a huge accomplishment and we essentially saved you more days of cleaning a total savings of $2,based on the original estimateAt the end of day you were pleased and said “it’s a huge improvementNow to keep it clean with these vendors coming in and out.” At which time you said we should schedule the “Refresh” clean for a week or two out On October 2nd, when we spoke via telephone, I stated I would offer you a credit of $on the books to go toward your “Refresh” cleaningYou stated you were over budget and although you need it you wanted me to provide you with an estimate of how much that would cost after the creditThat very evening I provided you with both my window guys estimate and the cost of the referenced clean(please see attached email)On October 3rd I sent you a recap of our telephone conversation along with a copy of your paid invoice(please see attached)On October 5th I received an email from you stating that you had not heard back from me and that you wanted to elaborate on your discontent(please see attached)I replied on October 6th (please see attached)You responded on October 9th (please see attached)We did not reply to this email as it was obvious there was nothing we could do other than refund you the amount you were demandingAlthough we do not agree with any of your accusations or claims we believe in doing our best to make a client happyTherefore, we refunded you $on October 12th as a good faith attempt to provide you with compensation for services you were not satisfied withWe kindly deducted min per day, per team member to come up with this refund amountPlease see attached excel sheetOn October 12th you sent an additional email stating that you spoke with Hampel construction that I never provided my contractor’s license details to them, which is a requirement to work on any of their jobsHowever, they did not hire Crisp CleaningThe agreement was between you and Crisp Cleaning as you made very clear to me when we were discussing the estimate because their General Contractor, ***, quit unexpectedlyYou never asked me for a contractor’s license, just a general liability certificate with you listed as a certificate holderI provided this to you on the first day prior to cleaning Again, we apologize that you feel you received less than what you paid forThis is never our goalWe believe that we provided all that was expected, agreed upon and nothing lessWe wish you the best and hope this explanation helps resolve your complaint