Four Seasons Cleaning Service

Review: [redacted] bought for service. Business never answered answer phone calls, goes to voice mail every time. They scheduled a cleaning appointment without my input. I called to tell them that I would be unavailable, they never responded. They sent them anyway. That's when they finally called me and I explained the situation and they said a manager would contact me. That was 3 weeks ago and I haven't heard from them since.Desired Settlement: Refund or completion of paid for service.

Business

Response:

Spoke with a [redacted] from the business. She states that the customer made an appointment, but called to cancel and reschedule that appointment with more than 24 hours notice of cancellation. That is enough time to reschedule, and a new appointment date was picked. On the day of the new appointment the cleaning crew arrived at the customer’s home and after 20-30 minutes the customer was called asking where he was. He stated that he need to reschedule and make a new appointment, however once the crew has arrived to the home it is too late to reschedule and the customer’s appointment is a “No Show”. The business needs 24 hours to reschedule appointments, and “No Shows” cannot be rescheduled or refunded. He was then told he would have to contact Living Social to see if they would refund his voucher. However, it had expired and is not refundable.

Review: By far the worst experience I have ever had with a company. Worse than their cleaning is their terrible customer service. The manager does not care and I would be VERY wary and warn all my friends not to use this company. They were scheduled to come out one day and showed up early and when I called at my appointment time it was too late to come back. The manager assured they would show up the next morning at 7 am. When the next morning came around and 7:30 rolled around I called because they were still not there. They rolled in around 7:40 with attitude the entire time. Did a poor and rush job cleaning, missed all corners, left a window open in my house with the AC running and then the saddest part was them damaging one of my expensive rugs from [redacted]. Before posting any negative reviews, I took pictures and reported this to the manager to allow her to remedy this situation. She denies that they did it, accepts very little responsibility for their poor job done and states there is nothing she can do. Very upsetting. What is the point of being insured/licensed if they don't do anything for your damaged itemsDesired Settlement: Refund- $35 for cleaning$50 for replacing rug

Business

Response:

To Whom it May Concern:

I would to thank you for addressing this matter at hand. The customer purchased a voucher from [redacted] that our company ran. The voucher advertised (2) two maids for (2) two hours for $60.00. The customer had scheduled to have her home cleaned on June 5, 2013 at 2:00p.m. Our cleaning crew arrived at the customers home at 1:50p.m. and there was no one home that could give the crew entry, so the cleaning crew stayed until 2:00 and still no one was at the home. So the cleaning crew left a Business card on the customer's door, notified the office and then left. After leaving the customers home our office shortly received a call from her stating "she couldn't believe that the cleaning crew left after such a short wait". I, the owner of Four Seasons Cleaning Services, called the customer back and apologized for any inconvenience however, I also expressed to her that the customer is supposed to be home at the time of service. The customer then stated "she was home and she really needed her home cleaned", using a very aggressive tone. I then assured the customer that I would have a crew at her residents first thing in the morning (June 6, 2013) however, our office did not upen until 8:00 a.m. The customer then asked if we could come earlier because she had to be at work at 8:00 a.m. I asked if we could come around 7:00 a.m. and she confirmed that 7:00 a.m. would be fine.

I decided to go with the cleaning crew to the customers home (the customer was unaware that I was the owner at the time) due to the aggressive tone she used over the phone. We arrived at the home at 7:00 a.m. greeting her with a smile and a good morning. The customer stated she had just moved in the home, it was built int he 1970's and she doesn't think it's been cleaned since then. She then showed the cleaning crew around the home. At this point I could see the home was in a post construction clean-up state with sawdust all around, dirt build-up, screws and nails. So at that time I explained to the customer that the voucher she purchased from [redacted] is not for post-construction clean ups, move-in/move-outs or deep cleanings. I also explained to the customer that we could not properly clean her home because the chemicals and equipment we had with us for for a standard cleanings (which the [redacted] voucher states). The customer then displayed an agitated demeanor and stated for us (the cleaning crew) "to do what we could'. The customer then asked if we could scrub the grout on the bathroom floor, I then explained to the customer that we could not because the services were for a standard cleaning. The customer then asked if we could use her [redacted], I then explained to her that we could not. Policy is; we cannot use any equipment other then the equipment our company provides. Reason being if we break any equipment that does not belong to the company we are liable for that equipment and have to replace it. Then the customer asked if we could use ammonia on her Bathroom floor, I then explained to her we can only use chemicals our staff are trained to use. later on I found out that even though I informed the customer that we couldn't use the ammonia she went upstairs and insisted that the cleaner use it anyway without my knowledge. This is the reason why the bathroom window was opened. The worker could not breath in that bathroom with such a strong fume coming from the ammonia.

The rug the customer claims was damaged by Four Seasons Cleaning Services was already damaged which was the reason a broom was used to sweep the rug verses vacuuming the rug. I know this because I did the kitchen myself. If we would have used our vacuum which is a [redacted], it still would not have caused any damage. The [redacted] vacuum does not have rollers that can sucked up material and damage or ripe it. It is powerful enough to suck up saw dust, however, it cannot damage any furniture or material. I have attached the before and after pictures of the rug that the customer sent me however, a picture of the whole rug wasn't provided by the customer.

I never displayed any unprofessional attitude or aggressiveness toward Mrs. [redacted]. I only explained to Mrs. [redacted] what the policy for the company was and because of this she became very agitated and disrespectful. Being the owner of Four Seasons Cleaning Services my main concern is pleasing the customer. There wasy very good reason for me to cancel her services and have [redacted] provide her with a refund before services were performed however, because the customer was very determine in wanting her home cleaned I proceeded with the cleaning. Also, it clearly states all of the information on the [redacted] voucher she received when purchasing the service.

Four Seasons Cleaning Services went above and beyond to provide the customer with excellent cleaning services for her home despite the condition it was in and the aggressive and disrespectful tone she displayed. Four Season Cleaning Services will take responsibility for the dust and a screw stuck to the floor in a corner.

If you have any questions feel free to contact me at [redacted] or you can email me at [redacted].

Thank you

Owner

Four Seasons Cleaning Service

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.

WOW. This is unbelievable. The owner straight up lied in that comment. It is almost shocking. Do you really believe that if they were here at my scheduled appointment time (2:00) and I was the one who was not here, that they would have offered to come back the next morning at 7:00 am to make it up to me? NO! If you as the customer miss your time- you forfeit your [redacted] coupon for lack of cancellation/no show. They don't offer to come back early the next morning as an apology to make it up to you...

I am not sure where to go from here as the owner is just lying completely bold face about all the facts. That entire response is untrue.

It is sad to me that a company is advertising itself as licensed and insured and if you say they damaged something (with the pictures to prove it), they deny it and make up multiple lies and differing stories about it?

Regards,