Custom House Cleaning

Review: This service did NOT fulfill what was promised to me. They did not dust the furniture as promised and purposely swept dirt under each carpet in the house. They did not clean my cupboards or my light fixtures as promised. They also did not mop my floors or clean my shower as promised. The [redacted] just sprinkled comet on my shower floor and didn't clean any soap sm off as promised. I felt they were very dishonest and didn't do what was promised to meDesired Settlement: I would like the job to be re done or my money back

Business

Response:

In response to the complaint submitted on 5/17/2013.

When interviewing the client at her home on 4/18/2013

she indicated that she had had several cleaning companies prior to contacting

us and that she had not been pleased with any of them. We went over all

that she wanted done. She did not want her husband to know that we were

going to be cleaning so we had a time frame of when we could be there and when

we had to leave.

When interviewing the client I felt that with myself and one other

Associate we would be able to get the job done. Just to be sure that we

would finish and be gone prior to when her husband would be home, I took an

extra Associate. The house was in bad shape as admitted by the client

when we got there.

Just prior to the cleaning being completed I let the client know,

as she wanted to go over the house to be sure that everything had been done.

She asked about a few things (some of these things were not supposed to

be done by us but we did them) I walked through the house with the

client.

To address the specifics of her complaint:

The shower was cleaned to include the glass surround (this was

windexed and then shined after being cleaned), the tile surround and grout, the

shower head, under the glass door was cleaned with spray [redacted] (the

sprinkle of [redacted] that she is referring to was used on the tile floor in the

attempt to remove rust rings). She pointed out the residue to me prior to

us leaving. The shower was draining slowly and some residue of the [redacted]

was left in the bottom. I apologized for this and wiped the remaining

residue from the bottom of the shower.

All floors were moped. In the kitchen some areas of the

floor had to be scraped to remove paint, sticky items, etc. and were moped by

me twice. When the Associate went back we realized the client was talking about

the grout in between the tile and stated that a butter knife could clean this.

(We do not scrape grout, but the Associate re-moped the kitchen floor,

the two bathrooms upstairs. All wood floors were re-moped as well.

The cabinets were cleaned.(removing syrup, grease,other items.)

When the Associate went back the client pointed out glass on a corner

cabinet and the Associate cleaned this.

The furniture that she is stating that was not dusted was the top

of the entertainment center (which was addressed by the Associate when she went

back on Friday) She also wanted the back of a very large flat screened TV

dusted. There was a cabinet on each side and we could not dust it with out it

being turned and she did not want to take the chance that it would fall.

The light fixtures she is talking about, all were dusted as

stated. The ones over the bar she wanted washed - the Associate told her that

washing the lights was not something we did on a regular cleaning (but she

washed them anyway)

All floors were vacuumed, the comment about purposely sweeping

dirt under each carpet is confusing as we vacuumed, never sweep and there were

only two rugs (one in the dining room and one in the living room) we

always vacuum under the edge of these. (The Associate re vacuumed under

the rugs)

The cleaning was done on Tuesday, 5/14/13. The client called

our office the next day and stated that some areas were not dusted well. Some

corners of carpets were missed. We told her that I (the owner)

could come that day (Wed), that did not work. We offered that I

could come the next day (Thurs), this would not work as well. We told her

we could have an Associate come on the day after that (Fri) but that I would be

on another job. She said that would work best. When the Associate

arrived at her house she would not let her start until she spoke with me.

She wanted the entire house redone at that point. After speaking

with her by phone she stated that she had taken pictures prior to us coming.

I asked if she would send these to me. In one of the pictures my companies

vacuum was in it. I told her the Associate would address any concerns but

we would not be redoing her entire house. At this point she would not let

the Associate call me to let me know what she had found (she said that she

didn't want the Associate to tell me something other than what she was saying.)

I told her that we wanted to address any concerns that she had and that

that was why the Associate was there. She finally let me talk with my

Associate while she was standing there. I told the Associate the same as

what I told her and that was to,address anything that the client pointed out

that we did not do.

The Associate cleaned all areas that she indicated needed to be

done and told the Associate that everything was good.

When the Associate returned to the office after spending 4.5 hours

at her home she stated that a lot of the areas that she cleaned was areas that

had been cleaned previously (she was one of the Associates that was there for

the initial cleaning) and that we were re-cleaning due to the three young

children.

The client called the afternoon of Friday (after she had sent her

complaint to the Revdex.com) and stated she wanted to know what we were going to do

about her house. I called her back and left a message that I was not sure

what she meant that we had been back over. I asked her to call me back

and explain what she meant. I called her back on Monday and still have

not had a return call.

My feeling are that the client did not want me to be the one to

come to her home. At this point with a total of 18 hours spent at her home, the

amount that we charged and the extra work that was done. We have done all

that was asked and more. At this point I feel that this is case of us

being taken advantage of. Having been in this business for 20 years, I always,

put my clients first. This house is one of those that is never cleaned.

[redacted],

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The service did NOT fulfill what was originally promised to me. When I called th [redacted] and e mailed her pics of the poor quality of service that was done her response to me was that the house was too dirty in order to do a good job cleaning my house. All of the employees were vere very slow in their work. When sandy was sent o my house 2 days later(one of the employees for follow up to review what was not done) she agreed with me verbally that the job was done poorly and told me that she couldn't admit to this in front of the owner. The vents were full of dirt and debris, dirt was swept beneath all of the carpets which I have pics of. The light fixtures were not dusted or cleaned as promised and the base boards were not cleaned. When I explained this to the owner she said "what do you expect? You have a dirty house!" my understanding of a cleaning service is that they are SUPPOSE to clean. Her own employees were in agreement with me which I have witness to. This service charged me 270$ to do very little work. Compare to other services I've had, this is NOT an appropriate standard of clean or honest service. Her very employees admitted to me that the job was not done properly. I am the one being taken advantage of, not this service. I will e mail pictures of the poor quality of work.