Golden Shine Cleaning Agency

Thank you for taking the time to communicate to us why our service did not meet your expectations We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possibleWe understand the disappointment you must have felt when the cleaning was not completed in the amount of time our estimate calculated It is frustrating when expectations are not met However, as explained explicitly in our correspondence, “ this price represents a ballpark estimate as it is possible your rate will change if your home needs more or less attention than originally expected.” Once the cleaners were half way through the designated cleaning time, they recognized that more time would be necessary and this was communicated between our office staff and yourselves At this point, you made it very clear that you did not want to extend the time and we heard complaints about the cleaners talking while they worked The cleaners we sent to your home are among our best cleaners, and although they might have spoken to each other while they worked, they are our most sought after providers After your decision not to increase the length of service, the cleaners had already spent over working hours in your kitchen, so they moved on to other areas in your home to attend to as much as possible with the remaining time Unfortunately, because we relied on a time estimate you did not want to extend, they were not able to complete all required tasks We understand that you rated your home’s condition at a out of 10, however, we found that the condition was beyond that point and therefore our time estimates had to be revisited per our policy: “Should that happen, we would contact you directly to provide a revised rate.“ Since you did not approve the extended time needed we were only able to do our best in the allotted timeWe did send cleaners for a total of hours of service at your home Based on what we found we would have needed double that time to complete the tasks on your list Please accept our most sincere apologies for any trouble or inconvenience this situation may have caused you, however, due to the reasons noted above we cannot offer a 50% discount

We are very sorry to hear about your experience with your cleaning We are a domestic referral agency and our cleaners are independent contractors They come with their own products and supplies and, as professionals, they decide what is best for the jobs they are presented withWhen booking a cleaning with our agency, we always ask for any specific cleaning instructions that the client may have; this includes tasks to be completed or not as well as products to be used or not During this time, we were never informed by the client that the flooring was heavily damaged, never instructed to use specific cleaning solutions, nor provided specific instructions for cleaning, not only the hard wood flooring, but any area of the residence After speaking to your cleaner, we were told that Orange Glow Hard Wood Everyday Cleaner was used on your floors This is a product specifically designed for wood floors As stated above, unless specifically instructed, our cleaners have no way of knowing if a product should or shouldn’t be used when applied in the correct manner for the correct cleaning job at hand The cleaning professional did not do anything out of the norm, they performed the cleaning as instructed and used a standard household polishing agent that is approved for the surfaces in which it was used on Therefore, we cannot accept responsibility for ourselves nor for the cleaner

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Revdex.com: 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 [All the company's response says is that they spent hours at the homeWhat they claim they did during those hours is unclearThere are only so many things that can be cleaned in an empty square foot apartment, and they didn't even clean the floorsIn fact, none of the things on their description of a move out clean were completedThe bare basics of the cleaning service that they claim to provide was not providedThey did not address the fact that they spent some of the time I paid for cleaning something I specifically instructed them NOT to cleanThey have a hour satisfaction guarantee that was part of the reason I chose this company to do my move out cleanI purposefully scheduled the cleaners to come at a time where I could make it back to the apartment while they were still there to inspect the place and point out anything they missedThey contacted me the day of the service to ask for permission to come earlier than their scheduled service time, and I told them my concern was that if they came earlier I would not be able to make it to the apartment before they leftAt that point the phone representative AGAIN told me about the guarantee, which is the ONLY reason I allowed them to come to my apartment during a time when I could not be thereAt no point did they communicate that they were unable to reschedule the cleaner, and the failed guarantee alone should be reason enough to give me a full refundHad they communicated their issue of not being able to come back within hours, I'm sure I could have worked something out with the landlord in order to give them more time to finish the job I paid them to doI never heard from them after contacting them multiple times so I finished the job ourselvesEven after I finished the job myself, I contacted them multiple times and to this day they have never responded to meThe fact that it took two messages from the Revdex.com to get any type of response from them should tell you that they know they did something wrong and they are very reluctant to deal with the consequences] Regards, [redacted]

We are a domestic referral agency, as stated on our website Our policy is that if a job is not done to the client's satisfaction, the cleaner guarantees his/her work and will come out to fix it This must be reported within hours to have this service The client here did report
the job within this time frame Our cleaner was not due back from her final job until 8:pm that day and the client said it was too late Our cleaner then changed her day's cleaning schedule in order to get to the client as soon as possible We let the client know that the cleaner was on her way within one hour of the original phone call placed to our office We were then told that the landlord had already done the cleaning As stated above, our policy is to send the cleaner back as they guarantee their work The client did not accept the 'fix-it'

As stated in my original response to the complaint, our cleaner was at the home cleaning for hours She is one of our preferred cleaners who has never had a complaint She told us that the home was much dirtier than originally stated in the booking of the cleaning. We are sorry but we cannot offer a refund

We are sorry to hear that you were not satisfied with your cleaning As you stated, we do have a list with many cleaning services on our website, but every house is different and every client has their personal needs That is why we spend time going over every detail you want done in
your home Many of these services require extra time and therefore we ask in our initial interview so that we can schedule the appropriate time in your home Our cleaner was in your home for the full three hours as you requested Unfortunately, due to the amount of cleaning that needed to be done, our cleaner was unable to get to everything you needed done We wanted to send the cleaner back out but we were unable to come up with a time frame for both you and the cleaner We do apologize for the inconvenience, but our cleaner was at your home for the entire three hours for which you paid; therefore, we are unable to refund any of your cleaning charge.Kind regards, *** ***

Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible. We understand the disappointment you must have felt when the cleaning...

was not completed in the amount of time our estimate calculated.  It is frustrating when expectations are not met.  However, as explained explicitly in our correspondence, “…this price represents a ballpark estimate as it is possible your rate will change if your home needs more or less attention than originally expected.”  Once the cleaners were half way through the designated cleaning time, they recognized that more time would be necessary and this was communicated between our office staff and yourselves.  At this point, you made it very clear that you did not want to extend the time and we heard complaints about the cleaners talking while they worked.  The cleaners we sent to your home are among our best cleaners, and although they might have spoken to each other while they worked, they are our most sought after providers.  After your decision not to increase the length of service, the cleaners had already spent over 9 working hours in your kitchen, so they moved on to other areas in your home to attend to as much as possible with the remaining time.  Unfortunately, because we relied on a time estimate you did not want to extend, they were not able to complete all required tasks.  We understand that you rated your home’s condition at a 9 out of 10, however, we found that the condition was beyond that point and therefore our time estimates had to be revisited per our policy: “Should that happen, we would contact you directly to provide a revised rate.“  Since you did not approve the extended time needed we were only able to do our best in the allotted time. We did send 3 cleaners for a total of 15 hours of service at your home.  Based on what we found we would have needed double that time to complete the tasks on your list.  Please accept our most sincere apologies for any trouble or inconvenience this situation may have caused you, however, due to the reasons noted above we cannot offer a 50% discount.

Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
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.
[All the company's response says is that they spent 3 hours at the home. What they claim they did during those 3 hours is unclear. There are only so many things that can be cleaned in an empty 800 square foot apartment, and they didn't even clean the floors. In fact, none of the things on their description of a move out clean were completed. The bare basics of the cleaning service that they claim to provide was not provided. They did not address the fact that they spent some of the time I paid for cleaning something I specifically instructed them NOT to clean. They have a 24 hour satisfaction guarantee that was part of the reason I chose this company to do my move out clean. I purposefully scheduled the cleaners to come at a time where I could make it back to the apartment while they were still there to inspect the place and point out anything they missed. They contacted me the day of the service to ask for permission to come earlier than their scheduled service time, and I told them my concern was that if they came earlier I would not be able to make it to the apartment before they left. At that point the phone representative AGAIN told me about the guarantee, which is the ONLY reason I allowed them to come to my apartment during a time when I could not be there. At no point did they communicate that they were unable to reschedule the cleaner, and the failed guarantee alone should be reason enough to give me a full refund. Had they communicated their issue of not being able to come back within 24 hours, I'm sure I could have worked something out with the landlord in order to give them more time to finish the job I paid them to do. I never heard from them after contacting them multiple times so I finished the job ourselves. Even after I finished the job myself, I contacted them multiple times and to this day they have never responded to me. The fact that it took two messages from the Revdex.com to get any type of response from them should tell you that they know they did something wrong and they are very reluctant to deal with the consequences. ]
Regards,
[redacted]

Our operations manager has since reached out to the client and found a fair and appropriate resolution both for the incomplete service as well as the errors in customer service presented by our office staff.

Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible. We understand the disappointment you must have felt when...

the cleaning was not completed in the amount of time our estimate calculated.  It is frustrating when expectations are not met.  However, as explained explicitly in our correspondence, “…this price represents a ballpark estimate as it is possible your rate will change if your home needs more or less attention than originally expected.”  Once the cleaners were half way through the designated cleaning time, they recognized that more time would be necessary and this was communicated between our office staff and yourselves.  At this point, you made it very clear that you did not want to extend the time and we heard complaints about the cleaners talking while they worked.  The cleaners we sent to your home are among our best cleaners, and although they might have spoken to each other while they worked, they are our most sought after providers.  After your decision not to increase the length of service, the cleaners had already spent over 9 working hours in your kitchen, so they moved on to other areas in your home to attend to as much as possible with the remaining time.  Unfortunately, because we relied on a time estimate you did not want to extend, they were not able to complete all required tasks.  We understand that you rated your home’s condition at a 9 out of 10, however, we found that the condition was beyond that point and therefore our time estimates had to be revisited per our policy: “Should that happen, we would contact you directly to provide a revised rate.“  Since you did not approve the extended time needed we were only able to do our best in the allotted time. We did send 3 cleaners for a total of 15 hours of service at your home.  Based on what we found we would have needed double that time to complete the tasks on your list.  Please accept our most sincere apologies for any trouble or inconvenience this situation may have caused you, however, due to the reasons noted above we cannot offer a 50% discount.

Revdex.com:
I have reviewed the response made by the business in reference...

to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
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.
[Your response is unsatisfactory. You are in total denial regarding the quality of work and speed of your workers. I am trying to resolve this matter without going to court, and therefore ask you again to return 50% of our payment. This is a fair arrangement, as only 30% of the work agreed upon was completed.]
Regards,
[redacted]

We are very sorry to hear about your experience with your cleaning.  We are a domestic referral agency and our cleaners are independent contractors.  They come with their own products and supplies and, as professionals, they decide what is best for the jobs they are presented...

with. When booking a cleaning with our agency, we always ask for any specific cleaning instructions that the client may have; this includes tasks to be completed or not as well as products to be used or not.  During this time, we were never informed by the client that the flooring was heavily damaged, never instructed to use specific cleaning solutions, nor provided specific instructions for cleaning, not only the hard wood flooring, but any area of the residence.    After speaking to your cleaner, we were told that Orange Glow Hard Wood Everyday Cleaner was used on your floors.  This is a product specifically designed for wood floors.  As stated above, unless specifically instructed, our cleaners have no way of knowing if a product should or shouldn’t be used when applied in the correct manner for the correct cleaning job at hand.   The cleaning professional did not do anything out of the norm, they performed the cleaning as instructed and used a standard household polishing agent that is approved for the surfaces in which it was used on.  Therefore, we cannot accept responsibility for ourselves nor for the cleaner.

Review: Golden Shine Cleaning Agency violates the regulations of National DO NOT CALL list by calling paying members of VRBO (regardless of DO NOT CALL registration) and soliciting for business. This is a rude and offensive business practice that must be stopped. I was contacted this morning and agent explained that that's how they obtained my phone number. I have never had any business with this company or even heard their name. Calling registered phone numbers this way violates US privacy laws, and is unethical. Solicitation phone call arrived from (661) 748-0240.Desired Settlement: Golden Shine Cleaning Agency must publicly apologize for the intrusive phone call and immediately stop this rude and unprofessional business practice.

Business

Response:

Hello,

Review: Practices shady business. I called them because I was moving out & I wanted the home to be move in ready as possible. They asked me a series of ?'s like square footage, # of Bedrooms, # of bathrooms, Will the house be empty, etc. After they had a firm understanding of the job they had to do they told me it would be a total of 7 hours & would cost $250. They said they would make the house look great. They asked if I needed the fridge and oven cleaned. I told them no. The day of the appt I went to work & left a key for them as we arranged. At about 11:45 I went to check in. When I walked in one of the ladies was cleaning the oven. I said "you weren't supposed to do the oven" She replied "oh its ok". A few minutes later the other lady said that they are going to need more time. I didn't understand why this was something she needed to tell me as I was under the impression I was paying $250 for the job to be completed. Shortly after I got a call from the companies office who told me the extra time was going to cost $140. When I asked why this was my responsibility she claimed that is what we agreed to. I proceeded to tell her that they were cleaning the oven & the fridge in addition to the fact that no one is there managing there time so how do they know that they are even working at a pace that's appropriate. She told me that either I pay the difference or they would have to send them home with the job only half completed. After some back and forth she got her manager who got me to agree that for $50 more she would insure they would complete the job and make the house look great. I was still not happy about this but had no choice. I left and came back a few hours later and the parts of the house that were not done earlier were barely clean like they just rushed through it. I called the manager back & told her about this & her tone was now hostile. She told me that she told them they had an hour & to get what they could done as best as they could. Not what she told me.Desired Settlement: I would like a refund as they did not fulfill the job they were hired to do

Business

Response:

Our operations manager has since reached out to the client and found a fair and appropriate resolution both for the incomplete service as well as the errors in customer service presented by our office staff.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,