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Ecoclean Services Inc

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Ecoclean Services Inc Reviews (1)

Review: I requested and received a quote for an initial cleaning of my home on 14 May 2013. The initial cleaning was estimated to take five (5) hours at a price of $35/hour, equivalent to $175, based on the description of the premises. I called to schedule a cleaning and explained that my home had not been thoroughly cleaned for some time. The provider did not make any alteration to the initial estimate in light of that new information and proceeded to book the initial cleaning with me scheduled for 21 May 2013. The provider never scheduled an onsite estimate as other cleaning companies have done with me in the past.The cleaner assigned by the provider arrived at my home on 21 May 2013 as scheduled and indicated that the cleaning would take longer than the estimated time. Based on the language of the estimate, it was unclear that the cleaning would be billed based on the actual time spent cleaning rather than the five (5) hours estimated at the rate of $35/hour, so I did not think much of the comment. Also, there was insufficient time to find a new provider before Memorial Day weekend, by which time I required the cleaning to be complete. I left for work, and the cleaning was done while I was gone. The cleaner departed prior to my return from work. Upon return, I found deficiencies in the cleaning, including a layer of dust on several sections of shelving and hard floor surfaces that still left my feet black after walking on them.I called to complain about the issues on 24 May 2013 and received a call back on 28 May 2013 at 9:21 AM. I did not complain about the bill because I had not yet received it. It arrived later at 2:38 PM.When I did review the bill of my initial cleaning, I found I was billed for 8.58 hours, totaling $300.30. That is $125.30 more than the $175 bill expected, a 71.6% overrun. In addition, there were still deficiencies and an unauthorized charge of $11 for a living room that was not cleaned in my first routine cleaning.Desired Settlement: I am seeking a refund of the $125.30 billed for the 3.58 hours of cleaning beyond the estimate of five (5) hours in the initial cleaning and a refund of $11 for unauthorized charge in my first routine cleaning. Had the estimate been accurate I would not have hired the provider in the first place.

Business

Response:

All estimates by Ecoclean Services are just that... an "estimated time of cleaning at an hourly rate". We do not guarantee or set any specific time in which a cleaning will take place, whether it is a one time cleaning, initial cleaning, or routine cleaning. For nine years this is the way we have successfully given all potential customers estimates for cleaning services. In nine years, Ecoclean Services has not had a customer dispute what an "estimated time and cost" means. We do not offer exact quotes, being a service company it is impossible to know exactly how long any one cleaning will take.

Mr. [redacted] requested an initial cleaning and ongoing maid services from Ecoclean Services which we provided him an "estimate of cost and time" for the first cleaning and routine cleanings as stated on the estimate page attached. During our phone conversation with Mr. [redacted] set up the initial and routine cleanings. He did mention his home had not had a thorough cleaning in some time and will most likely take longer than the estimated time booked. We told him that that was fine, the cleaner could spend as much time as needed to give his home a thorough cleaning prior to starting routine maid service.

Definition of Estimate:

Verb Roughly calculate or judge the value, number, quantity, or extent of.

Noun An approximate calculation or judgment of the value, number, quantity, or extent of something.

The cleaner arrived for the scheduled initial cleaning and did a walk through with Mr. [redacted] and let him know that is was definitely going to take longer than the five hours estimated over the phone and through email. He told the cleaner that that was fine and to take as long as needed.

As stated on the emailed estimate, Ecoclean charges $35.00 per hour with an "estimated" time which we base on the size and quantity of rooms in a home. Our standard practice has always been price by room (as you can see on the estimate) for routine cleanings with an average cost of $33.00 per hour. We then take this estimated time for the routine cleaning price and add one hour for the initial cleaning to come up with an estimated time and cost to give each customer an estimate for cleaning services. This formula has worked, with some exceptions, such as Mr. [redacted] when a home has not been thoroughly cleaned and is admittedly very dirty by the customer.

Mr. [redacted] initial cleaning took 8.58 hours at $35.00 per hour applying our webpage coupon of $15.00 off (when 3 hours or more is used) totaling $290.30. This is exactly what Mr. [redacted] was charged. No more. No less.

As of today, Ecoclean has already reimbursed $46.00, which includes the $11.00 extra charge for the living room, which was not cleaned, and one hour ($35.00) of free service due to the unsatisfactory work Mr. [redacted] brought to our attention.

Please Note: Attached you will find in the first email that Mr. [redacted] approached this situation in our opinion with a blackmailing statement of "you give me money and I won't complain." Ecoclean feels our employee did as good of a job as possible given the house was unkept and uncleaned for quit some time. She then returned to try and satisfy Mr. [redacted] complaints at the first routine cleaning, yet still we were unable to satisfy him unless we gave him work for free... Ecoclean is not willing to reimburse for cleaning services completed to the best of our ability, and/or give any more hours of work for free. Ecoclean feels the one hour reimbursement for unsatisfactory work and the $11.00 overcharge is fair and sufficient given the situation.

Regards, Marc and Carrie Cortazzo Owners Ecoclean Services, Inc.

Ecoclean Services, Inc. We Clean It Green!

Contact: ###-###-#### Toll Free: (855) B-Ecoclean(232-6253) Website: EcocleanServices.com Mailing Address: 1220 Rosecrans Street #328 San Diego, CA 92106

Consumer

Response:

I have reviewed the response 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.

I appreciate the response from EcoClean, but the complaint is directed at the unreasonably low time estimate provided despite my indications of the state the house. It should be borne in mind that although an estimate may not be a fixed price for services, it does constitute an advertisement for services that is governed by the law of California. These law require reasonableness. As EcoClean confirmed, I explained that the house had not been thoroughly cleaned in quite sometime. No indication was given as to the potential increase in estimated cleaning time by EcoClean. Based on the initial estimate and lack of any specific adjustment to that estimate that I proceeded with the cleaning under the assumption than any overrun would be reasonable, say within 20% of the estimate. A 71.6% increase in time and cost above the estimate is unreasonable. Had the initial estimate been reasonably accurate I would not have hired EcoClean in the first place. EcoClean did offer a refund for $35 (1 hour) of the initial cleaning, reducing the overrun to 51.6% which is still unreasonably high. It should be noted, I have not yet accepted that refund.

Regarding EcoClean's reference to "blackmail," I was making a settlement offer that would have barred me from posting any negative review or filing complaints, such as this one, had they chosen to refund $80.15 from the initial cleaning along with the $11 unauthorized charge during my first scheduled cleaning. Without that offer of settlement, I would have still been entitled to file negative reviews and complaints despite receipt of the refund. I think my offer was fair, allowing EcoClean to retain payment for 25.8% above the estimate.

In the spirit of compromise, I will accept a refund for 2 hours ($70) from the initial cleaning. The $11 unauthorized charge on my regularly scheduled cleaning is a separate issue, but I cannot accept the check in which it was provided as it commingles this $11 unauthorized charge with the unaccepted $35 refund from the first cleaning. If EcoClean is willing to refund the additional $35 requested herein, I will accept their initial check for $46 along with the payment of the additional $35. In return, I extend my initial offer to refrain from posting negative reviews or filing additional complaints; e.g., a complaint with the CA Dept. of Consumer Affairs or a complaint in small claims court. This is an offer of settlement and remains open only through EcoClean's next Revdex.com response.

Regards,

Business

Response:

[redacted],

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Description: Carpet & Rug Cleaners, House Cleaning, Pressure Washing, Tile & Grout Cleaning, Upholstery and Rug Cleaning, Upholstery & Carpet Cleaning, Upholstery & Carpet Cleaning

Address: 1220 Rosecrans St #328, San Diego, California, United States, 92106

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