Dynamic Duo Cleaning

Initial Business Response / [redacted] (1000, 8, 2015/08/26) */ [redacted] , You signed off on the work Linnea did and we have documentation from the final walk throughIn addition, we have before / after pictures of the work that she was allowed to completeLinnea completed 90% of the basement Again, I am not sure why you felt the need to continue with Linnea "the 2nd day" if you were not happy the 1st dayYou and your husband micro managed Linnea, slowing her downNot to mention, you started her in the worst part of the home that needed the most cleaningAfter that, it would have been down hill from thereInstead, you only wanted her to focus on the basement We gave you an estimate / overview prior to arrival and during the actual walk through, Linnea went over everything and told you that she would need a 3rd day based on the condition of your home and with everything you wanted done IE walls, ceilings, cement floors, windows, vents, and the list goes onYou agreed that you wanted the 3rd day and thanked us for making it work You requested (on the 1st day) that we reserved the 3rd day for you and as our policy clearly states "Cancellations without at least business days notice will result in a $late cancellation fee" We never charged you $for a last minute cancel, but we did charge you $- we have receipts and before and after pictures of your home I am not sure why you waited until the 2nd day till pm to tell Linnea that you did not want to keep the Saturday appointment but our policy is very clear You mentioned, you hired another crew of for hours = labor hours to finish the house minus 90% of the basementYou also mention that the team of would have spent hours = labor hours to do what Linnea (one cleaner) did in the basement for hoursI am sorry but Linnea is one person and you expecting her to work as fast as a team of In addition, Linnea came with supplies and equipment, so I'm not sure why you would falsify informationYou also said that we charged $for a late cancellation fee when in fact we charged $You also stated that you let Linnea go early when in fact you waited till pm the 2nd dayYou also requested the 3rd day and cancelled at pm the night before I am sorry but no refund will be issued Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is my third time to try to submit a response other cleaners worked hours each for a total of hours not 36! I have photos showing that basement not cleaned, windows not cleaned Invoice Number: XXX-XXX-XXXX Customer ID: [redacted] ________________________________________ Billing Information [redacted] ***, [redacted] XXXXX [redacted] @comcast.net XXXXXXXXXX Shipping Information ________________________________________ Total: US $ What is this bill for if not for $cancel and charge for windows? Photo - area around stack and stack not cleaned Photo - interior window smudge one example of Photo - filthy wall Photo - dirt I vacuumed up from west perimeter of floor on wall that needed painting and was told to clean wall and floor Photo - one of photos showing wood not wiped down, neither were shelves Photo - junk on floor between washer and dryer not cleaned up Where are the photos you keep claiming to have? We told cleaner to leave Friday night when it was clear she was doing no better than ThursdayShe told us she started work on Thursday at other homes at 7am and got to our home at 7:pmGave her the benefit of the doubt she was just exhaustedIt became clear she was just inefficient and ineffective and we told her to leave after a couple hours on FridayShe would not leave until I signed the paper saying she did a good jobWhat was I supposed to do? We wanted to go home I NEVER at any point in time talked about Saturday with owner or cleanerIt was offered on Friday when it was clear cleaner was hopelessly behind and we did not say yes or no until we say what she could do on FridayShe was no better so we asked her to leave and said not to come backWe NEVER contracted for or agreed to anyone coming on Saturday I am submitting yet again without photos and will call Revdex.com to find out why it will not accept my photos just in case this does go through My statement says "We hired one of the landscapers working on the house to come back and he and his crew spent A TOTAL OF HOURS" You completely misconstrued this statement and made it sound like they spent a total of hours cleaning - not Dynamic Duo says "You requested (on the 1st day) that we reserved the 3rd day for you." Untrue I was told only Thursday and Friday availableCleaner came on Friday and said she and owner had talked and as a special consideration they would offer time on Saturday - which I was told previously was unavailable I just re-checked with my husband and he reports that he did NOT interrupt the cleaner and slow her downShe didn't know what to do so she kept stopping him in his work and asking him questions about cleaningThe owner told me their firm was experience in move-outs which is one of the reasons I selected themIf they are so experienced as advertised then why would the cleaner not know what to do? What would have happened if we were not at the house? Isn't it typical for a cleaner to just go in and know that they need to clean a house from top to bottom and that involves clearing all the cobwebs, removing all the dirt, dust and debris from the walls and floors and between shelves and appliances and dusting or cleaning out all surfaces and cabinets and drawers? Final Business Response / [redacted] (4000, 24, 2015/09/08) */ [redacted] , You really are dishonest because one minute you say you hired another crew for total hours and now that I called you on it, you retract your statement by saying they only worked for hours total The $is $for last minute cancellation and $for the interior windows, the exterior were not requested and were dirty as your picture shows I never said that we completed the basement 100%, it needed more workAnyone can take pictures of the unfinished areas and post them You did not tell Linnea (cleaner) to leave early, you kept her for the full amount of time, both daysLinnea never made you sign any check off list, you signed it willingly and only complained days later We all agreed on adding Saturday, on the very 1st day (Thursday) not the last day (Friday)We re-arranged our schedule since your home needed the 3rd dayYou indicated that you were so grateful that we were so accommodating What slowed Linnea (cleaner) down was the fact that you constantly changed what you wanted done, poor Linnea did not know if she was coming or going with all your confusionWe work with over different property managers throughout the year preparing homes for the market so our protocol is well establishedLike I said"I have never been told Linnea is slow" Again, if we stuck with the original list that we provided you and you agreed upon, Linnea would have been more efficientShe asked what was next because again, you constantly changed the game plan and she had no idea if she was coming or going You ask "what would have happened if you were not at the house?" My answer is a lot less confusion and a much more efficient clean I am more than happy to refund the $cancellation fee but not anything more

Initial Business Response /* (1000, 8, 2016/02/22) */
I send courtesy appointment reminders out 7 days prior to all service appointments and all reminders clearly state our cancellation policy. Our policy states that we require a 72hr/3 business days cancellation notice if you need to cancel or...

change your appointment. [redacted] emailed me at 9:44 PM on 02/09/16 to let me know she was cancelling her 02/12/16 appointment. I did not receive her email until the following morning 02/10/16 since the office closes at 7 pm and opens at 9 am. [redacted] implies that she was just recently laid off the day of her cancellation email to me, but she informed us that she voluntarily left her job sooner than she is stating in this complaint. In addition, this is not the first time [redacted] has given me last minute cancellation notice and we have always waived the last minute cancellation fee. Regardless, I wished [redacted] well on her job search and waived the last minute cancellation fee this time as well. There is nothing more that I can do since a fee was never charged a fee.
Respectfully,
Diane [redacted] (owner)
PS. Please see attached the proof that a last minute cancellation fee was in fact waived. - Thank you!
Initial Consumer Rebuttal /* (2000, 10, 2016/03/01) */

Initial Business Response /* (1000, 8, 2015/08/26) */
[redacted],
You signed off on the work Linnea did and we have documentation from the final walk through. In addition, we have before / after pictures of the work that she was allowed to complete. Linnea completed 90% of the basement.
Again,...

I am not sure why you felt the need to continue with Linnea "the 2nd day" if you were not happy the 1st day. You and your husband micro managed Linnea, slowing her down. Not to mention, you started her in the worst part of the home that needed the most cleaning. After that, it would have been down hill from there. Instead, you only wanted her to focus on the basement.
We gave you an estimate / overview prior to arrival and during the actual walk through, Linnea went over everything and told you that she would need a 3rd day based on the condition of your home and with everything you wanted done IE walls, ceilings, cement floors, windows, vents, and the list goes on. You agreed that you wanted the 3rd day and thanked us for making it work.
You requested (on the 1st day) that we reserved the 3rd day for you and as our policy clearly states "Cancellations without at least 3 business days notice will result in a $30 late cancellation fee".
We never charged you $50 for a last minute cancel, but we did charge you $30 - we have receipts and before and after pictures of your home.
I am not sure why you waited until the 2nd day till 9 pm to tell Linnea that you did not want to keep the Saturday appointment but our policy is very clear.
You mentioned, you hired another crew of 3 for 12 hours = 36 labor hours to finish the house minus 90% of the basement. You also mention that the team of 3 would have spent 3 hours = 9 labor hours to do what Linnea (one cleaner) did in the basement for 9 hours. I am sorry but Linnea is one person and you expecting her to work as fast as a team of 3.
In addition, Linnea came with supplies and equipment, so I'm not sure why you would falsify information. You also said that we charged $50 for a late cancellation fee when in fact we charged $30. You also stated that you let Linnea go early when in fact you waited till 9 pm the 2nd day. You also requested the 3rd day and cancelled at 9 pm the night before.
I am sorry but no refund will be issued.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is my third time to try to submit a response.
3 other cleaners worked 4 hours each for a total of 12 hours not 36!
I have photos showing that basement not cleaned, 4 windows not cleaned.
Invoice Number: XXX-XXX-XXXX
Customer ID: [redacted]

________________________________________
Billing Information
[redacted] XXXXX
[redacted]@comcast.net
XXXXXXXXXX Shipping Information
________________________________________
Total: US $57.40
What is this bill for if not for $50 cancel and charge for windows?
Photo 1 - area around stack and stack not cleaned
Photo 2 - interior window smudge one example of 4
Photo 3 - filthy wall
Photo 4 - dirt I vacuumed up from west perimeter of floor on wall that needed painting and was told to clean wall and floor
Photo 5 - one of 7 photos showing wood not wiped down, neither were shelves
Photo 6 - junk on floor between washer and dryer not cleaned up
Where are the photos you keep claiming to have?
We told cleaner to leave Friday night when it was clear she was doing no better than Thursday. She told us she started work on Thursday at other homes at 7am and got to our home at 7:30 pm. Gave her the benefit of the doubt she was just exhausted. It became clear she was just inefficient and ineffective and we told her to leave after a couple hours on Friday. She would not leave until I signed the paper saying she did a good job. What was I supposed to do? We wanted to go home.
I NEVER at any point in time talked about Saturday with owner or cleaner. It was offered on Friday when it was clear cleaner was hopelessly behind and we did not say yes or no until we say what she could do on Friday. She was no better so we asked her to leave and said not to come back. We NEVER contracted for or agreed to anyone coming on Saturday.
I am submitting yet again without photos and will call Revdex.com to find out why it will not accept my photos just in case this does go through.
My statement says "We hired one of the landscapers working on the house to come back and he and his crew spent A TOTAL OF 12 HOURS" You completely misconstrued this statement and made it sound like they spent a total of 36 hours cleaning - not 12.
Dynamic Duo says "You requested (on the 1st day) that we reserved the 3rd day for you."
Untrue I was told only Thursday and Friday available. Cleaner came on Friday and said she and owner had talked and as a special consideration they would offer time on Saturday - which I was told previously was unavailable.
I just re-checked with my husband and he reports that he did NOT interrupt the cleaner and slow her down. She didn't know what to do so she kept stopping him in his work and asking him questions about cleaning. The owner told me their firm was experience in move-outs which is one of the reasons I selected them. If they are so experienced as advertised then why would the cleaner not know what to do? What would have happened if we were not at the house? Isn't it typical for a cleaner to just go in and know that they need to clean a house from top to bottom and that involves clearing all the cobwebs, removing all the dirt, dust and debris from the walls and floors and between shelves and appliances and dusting or cleaning out all surfaces and cabinets and drawers?
Final Business Response /* (4000, 24, 2015/09/08) */
[redacted],
You really are dishonest because one minute you say you hired another crew for 12 total hours and now that I called you on it, you retract your statement by saying they only worked for 4 hours total.
The $57.00 is $30 for last minute cancellation and $27.00 for the interior windows, the exterior were not requested and were dirty as your picture shows.
I never said that we completed the basement 100%, it needed more work. Anyone can take pictures of the unfinished areas and post them.
You did not tell Linnea (cleaner) to leave early, you kept her for the full amount of time, both days. Linnea never made you sign any check off list, you signed it willingly and only complained days later.
We all agreed on adding Saturday, on the very 1st day (Thursday) not the last day (Friday). We re-arranged our schedule since your home needed the 3rd day. You indicated that you were so grateful that we were so accommodating.
What slowed Linnea (cleaner) down was the fact that you constantly changed what you wanted done, poor Linnea did not know if she was coming or going with all your confusion. We work with over 20 different property managers throughout the year preparing homes for the market so our protocol is well established. Like I said... "I have never been told Linnea is slow".
Again, if we stuck with the original list that we provided you and you agreed upon, Linnea would have been more efficient. She asked what was next because again, you constantly changed the game plan and she had no idea if she was coming or going.
You ask "what would have happened if you were not at the house?" My answer is a lot less confusion and a much more efficient clean.
I am more than happy to refund the $30 cancellation fee but not anything more.