Elite Cleaning Services, LLC

Complaint: [redacted] I am rejecting this response because the owner of the business, Seth [redacted] , has distorted the facts to his own liking But I do not expect any satisfactory response from him given the vitriolic emails he has been sending us directly, so you may consider this cased closed as a lost cause Sincerely, Sadonna ***

Elite Cleaning Services had written two checks One they claim they never received, although it was placed in the head of schools office clearly marked, and the second one which was written and cashed ECS, LLC does not wish to further engage in this dispute any longer and wishes the *** all the best with their future endeavors The Owners of Elite Cleaning Services would rather leave this on a professional note, and thus concentrate on customers who understand and recognize what their specific needs are, versus always coming up with a new (and usually not evidence based complaint) The fact that the part time accountant for the school has made all these claims, without any legitimate backing speaks volumes to how they run their operations Elite Cleaning Services considers this case closed

Complaint: [redacted]
I am rejecting this response because the owner of the business, Seth [redacted], has distorted the facts to his own liking.  But I do not expect any satisfactory response from him given the vitriolic emails he has been sending us directly, so you may consider this cased closed as a lost cause.
Sincerely,
Sadonna [redacted]

Elite Cleaning Services, LLC has been providing commercial cleaning services to the [redacted] School for 4 years,.  The services provided were comprehensive and tailored to the exact specifications and needs of the school.As with all of our accounts, satisfaction is 100% guaranteed, and our...

success with the [redacted] has been long lived.  As with any business, changes occur throughout your service tenure.  Elite Cleaning always responded to special requests, most of which were outside of the scope of work stated forth in the contract, Exhibit A.  Because we consider ourselves the most flexible and adaptable professional cleaning service in the area, if not the entire state, we don't mind making changes for the better good of the business we provide services to.  In the four years of service, we exceeded expectations continually, as evidence proves through 4 years of positive feedback via email, personal notes left for the staff, and phone calls, letters from the Head of the School.  The first complaint of a" perceived" lack of service or quality was received to our office Manager in late February, 2015.  When this complaint was received, our Operations Manger drove to the school to meet with the new Front Desk Coordinator.  Because the FDC was new at this time, she had not reviewed the contract which has been in place over the four years of services.  Operations Manager met with her to discuss what issues she perceived being deficient.  She performed a two hour walk thru of all areas of both buildings.  While walking the premises, she noted items of little significance, a sock from one of the 200+ children who are enrolled in the school, which could have been dropped anytime since we departed the building the evening before at 11 pm.  Regardless of this complaint, we offered to review contract scope of work details as she had never been in possession of the contract.  As always with Elite Cleaning Services, we offered to assist in making it right.  We feel it benefits neither side by arguing, however, that is all this particular woman would do.  We offered a better way to communicate concerns via a daily spreadsheet's which I, Seth [redacted], the Owner of this company created myself.  We assumed by providing this communication channel we could track, resolve, and eliminate all together complaints before they arise.  this worked for (1) day, then she felt the need to call us, up to 9 times on one day, letting us know that the paper towels were running low in one restroom (not a job duty of ours as we have a contract for cleaning, and replacing items  after the school is closed)  Because the school chose to only have after hours cleaning support in a building with over 300 children and faculty, we simply could not know that there was not a morning party, or other celebration which would deplete a roll of paper towels.  Because this had been an issue in our first year of service with [redacted], we opted to provide the keys, and in some cases remove the lock altogether on top of the paper towel dispenser itself so that a new roll could be quickly replaced during the day time when needed.  This method was preferred by all faculty as they knew they could easily fix the problem they were having without wasting anytime.  Unfortunately, we were able to make very little ground with this new, unprofessional, and frankly uneducated Front Desk Coordinator.  She would not listen, or review our contract of services, which had been fine with all other faculty I had worked with.  I was truly amazed that the school with such a great reputation would put something of this nature in her hands, and allow her to continually lie, degrade our cleaning team members, without my knowledge.  Completely unprofessional in every way one could imagine.  Because I value the school and their long term work with us, I decided that this was an issue of greater concern and priority than she was providing.  I asked the Head of the School, whom I respected very much if we could meet to discuss these concerns as I thought we could achieve more clarity and get to the root of all these perceived new "issues" -most of which seemed to be completely made up out of thin air.  How can you provide near excellency for 4 years, and all the sudden have "bleach stain on carpet" we do not even use bleach, never have in four years.  The Head of School seemed to think this was a bit crazy himself, and so he offered for me to have a real productive meeting with the Assistant Head of School.  A women I had the pleasure of working for, and with for the total of the 4 year contract.  On 3/13/2015, at 2pm we met for the length of one hour, in which she stated to me she has always felt we serviced the school beyond expectation, and that she was sure that whatever was all the sudden going on, could easily be fixed.  The assistant head of school could not believe some of the things I was showing and telling her that the Front Desk Coordinator had decided to come up with.  I believe she was as shocked as I was.  We discussed how to proceed and in her very words "unfortunately, we have to work with her" but I did not invite her to the meeting, because she felt little would be achieved with her there.  I agreed 100%.  After a very productive meeting with her, she stated that she liked our approach to communication with regards to a real time shareable document, and that the Front Desk coordinator should not be spending her entire day emailing us nonsense, and accusations and false claims.  During this meeting, Assistant Head of School, kindly asked that she then approach the entire faculty and explain what the procedures were and are. For about a week the calls seized.  On 4/21/2015, we were informed via email that the school would like to go "in a different direction" with regards to the cleaning staff.  Previous to this, I had personally offered a multitude of options as they were expanding very quickly building an entire new wing to the school.  I offered additional services to assist them, at no extra cost to them.  I offered limitation of services going into summer, to save them money as they reasonably did not truly need our 3 staff to come in each night with no children present.  Lastly we offered to have a free of charge day time cleaner (NOT AT ALL IN CONTRACT SCOPE OF WORK) to come in each morning for a few hours to make sure everything was being preformed as contracted and planned.  None of these free courtesy options were ever chosen.  One would think with such bad service being rendered that they might enjoy having additional free help.  So one can rule out that there was really any problems at all.  As I visited personally the property at least 3-5 days each week, I could find nothing at all wrong with the cleaning of this school.  I was completely baffled.  I even spoke with several faculty on each night to see if they had seen a decline of service, or anything that was not up to speed, NOTHING!  All compliments to the entire crew, some even went as far as stating we think you guys have always done such a good job, we just don't know how you do it.  Truly amazing, and as I had expected as I hold our staff to a very high level of quality and service.  Since we started cleaning the school we have always managed their inventory, and placed product and supply orders.  This was advantageous for them, as we work as a volume dealer with 5 sanitary supply companies to provide the very best possible rates for consumables.  The school was paying $88.00 a case for paper towels.  As part of the initial contract, I offered to bring that down with our volume discounting to $57.00.  A large savings for anyone purchasing that much paper product.  I worked hard with all of my suppliers to lock in those rates for 4 years, inconceivable, considering paper product is a constantly changing commodity pricing, not to mention 4 years of CPI increases.  I never once heard of an allegation that we "were overcharging them" ?  When the Accounting Manager listened to above mentioned Front Desk coordinator and she said, we only received 8 cases of paper towels, but Elite has billed us for 12, she emailed me with the allegation that they had been overcharged.  I explained to both of them, that infact they had not been overcharged for anything, and that the reason she only saw 8 cases arrive, when they were billed for 12, was because the supplier ships what they have warehoused, and indicates  back order (B.O). on the invoice.  Sure enough, as in all months and years past the same system was in place and the 4 cases arrived two days later.  I explained in so many ways how this works, and albiet simple to understand by most, they seemed to still think I overcharged them all the sudden?  I quickly went through all open ticket and orders to confirm that I was not mistaken somehow, as we would never put our perfect reputation on the line for a few dollars.  Besides the accounting headache it would cause my business, not truing up at the end of the quarter, it would never be conceived to overcharge any customer, especially one you have had a wonderful working relationship with for 4 years running.  Later on that day, I provided proof of purchase and all the dollars added up exactly as they had in the past...Lastly, the contract very clearly states (page 4) that the soap and paper towel dispensers are on "lease" through the provider of paper towels, Kimberly Clark.  When we first began servicing the School, we placed each and every one on the walls.  It was understood by all that I spoke to that the dispensers themselves were not mine, nor the schools, and with any cancellation of service (even 9) days, as opposed to the 30 days specified in the contract for cancellation, these dispensers would need to be removed on the last day of service as I have a responsibility to get them back into the possession of the suppliers.  I even told the Front Desk Coordinator (the one who does not listen or read well) that when and if you decide to choose another service provider or do your own cleaning in house, you will need to find a suitable replacement.  had she have read the contract (page 4) she would have been far more prepared to handle this.  Obviously, she did make accommodations which would have saved the school from a total panic on May 1st.  I cannot take responsibility for her lack of proper due diligence.  I was even told that "she found another company who can do this all so much cheaper" and that they were all set moving forward.  One could assume she would have been prepared for this, but I suppose it goes back to her lacking the intellectual capability to process.  At any point, the contract defines and supersedes the proper removal of property not owned by myself, nor the School, and that the dispensers are to be delivered back to the supplier, which they were on May 2nd.  Summary:  The [redacted] School holds a high reputation for independent school education.  They had been an absolute pleasure to work with for 4 years.  It was one of our very first cleaning accounts, and we have since grown (largely due to our performance and positive local reputation) to holding over 210 residential and commercial clients.  When we loose an account, it's generally because they leave town, go out of business, or another similar reason.  We have always spent the time and money , other companies do not, to train the highest level team members possible.  I am truly sorry that this Front Office Coordinator was even offered such a position at this school.  I have nothing negative to say about this school, or it's entire faculty other than the woman you first see at the reception.  She is unprofessional on so many different levels, that if I were interviewing schools for my own children, I would probably not even make it to the admissions department based on her negative, and nasty approach to everything.  the Parents, Students and faculty deserve much better than she is currently offering.As the request from the accounting manager (person who filed this report) states she would like an apology and the amount of money $300, she believes she is owed, despite proper documentation indicating the exact same numbers of product delivered and paid for, I chose to take the higher ground.  I have apologized that she conceives she was overcharged, and in an email to her and the Head of the School, I explained that although by no means is this an admission of guilt, I would be happy to send her a check with what she thinks she was overcharged.  I also attached to this check the receipts and payments for all product for her records.  Elite Cleaning Services wishes the [redacted] School all the best for the future, and only wishes that this situation could have been handled in a far more professional way.  It could have been as easy as "were growing really fast and need to cut some costs for a while-totally acceptable, or we have enjoyed all of your great service for the past four years, however, we need to make changes for the better good of our school...these are all very reasonable requests to terminate a service relationship.  Lies, allegations, and the rest of what went on is a complete waste of everyone's time.  I hope that the School can learn that we were always there for them, and always did above and beyond, as so many of our other customers continue to say today.  It's the first ever complaint we have received through the Revdex.com in our 5 years of business, and truly disappointing way to see things end.Sincerely,SethOwner-Elite Cleaning Services, LLC