Great Green Cleaning

Before I begin , I want to mention for the record that all of our phone calls are recorded, our staff makes each caller aware of this and we would be happy to make these recordings available to you [redacted] called to schedule cleaning on May [redacted] and spoke with one of our Client care specialists, *** She had a coupon for a free hour of service (which we honored ) and [redacted] estimated [redacted] 's cleaning needs by reviewing a list of possible servicesWe charge for our service by time and task- so a client can add as many tasks as they choose and as much time as they need to do these tasks correctly I also want to mention that we have an unconditional satisfaction guarantee that reads as follows: "If for any reason at the end of your cleaning, you are dissatisfied with the quality of the completed work - we will be happy to that work immediately and bring it up to you standard - at no additional charge to you." [redacted] requested the following tasks in her original phone call: General cleaning of a bedroom apartment with no clutter or organizing = hours windows washed inside only = hours kitchen Stove cleaned inside = hour Kitchen fridge cleaned in and out = hour Cabinets and drawers cleaned inside and out = hours Pantry closet cleaned and organized = hour Under sink cabinets cleaned Bathroom and Kitchen = hour During my review of the estimate phone call I noted that this cleaning should have been estimated at hours for a deep cleaning not hoursDuring the call [redacted] was discussing the cleaning with her boyfriend and she asked [redacted] to hold on several times [redacted] underestimated the time and scheduled [redacted] for hours of cleaning (cleaning specialists for hours each ) with free hour as a giftSo she would pay for and get They completed the call and [redacted] sent [redacted] a terms of service contract The following day June ***, [redacted] called back again to remove some tasks from her cleaning- She removed the Stove, Fridge, and Cabinets inside and [redacted] lowered the cleaning hours to a hour cleaning with paid hours and free hour - but still the correct amount of hours were not scheduled for the amount of work that was left- which was : General cleaning of a bedroom apartment with no clutter or organizing = hours windows washed inside only = hours Pantry closet cleaned and organized = hour Under sink cabinets cleaned Bathroom and Kitchen = hour The cleaning was now an hour job [redacted] rescheduled the cleaning for Monday May [redacted] from am to pm with person On the day of [redacted] ***'s cleaning, her cleaning specialist [redacted] was indeed minutes late and arrived at 10:All of our files are time and date stamped and our Cleaning Specialists call to clock in and out from their jobs, so their time is accurately trackedWhen a Cleaner is late- they always stay to make up the timeAnd the client is only charged for the actual time that the cleaning is taking place The client's boyfriend was present in the residence during the cleaningThe client also left her boyfriend an additional task list for [redacted] , that would take additional time --and these tasks included organizing and folding clothing It is our policy that tasks are to be arranged with the office staff in advance and not given to the cleaner as additional tasks - because time will not allow for that and the time needs to be scheduled [redacted] worked diligently for hours before clocking out At the end of the cleaning, [redacted] ***'s boyfriend told [redacted] that he was very satisfied and that she did a good job and he released her [redacted] called the office when she returned home after the cleaning, and told the receptionist that she was not happy with her cleaning because th?e????re was soap sm on a soap dish and there was dust on some of the base boards ( although these were not included in the cleaning )The manager was out sick that day and [redacted] did not get a call back that night The following day [redacted] spoke with another Client Care representative, [redacted] In reviewing that phone call I determined that [redacted] was stressed about family coming from out of town for her graduationIt makes sense that she wanted everything perfectShe was upset that her boyfriend approved the cleaning and told us it was satisfactory [redacted] offered to honor our Guarantee and the cleaning -- but [redacted] Turned that downIt was just a few things and she would do them herself [redacted] also offered her additional free time on her next cleaning - if she chose to use our service againThe client said she was satisfied with this and told [redacted] that [redacted] had done a good job cleaning her kitchen and her floors In summation: We provided [redacted] with hours of labor and she only paid for hoursWe were able to accomplish the original task list that [redacted] had contracted us for, We also provided her with Organic Green Cleaning Supplies at no cost Even though her representative approved [redacted] to leave at the end of the cleaning -- we still offered to honor our guarantee and the work for her at no cost, when she called the next day We also offered her an additional free hour on her next service to help make up for any misunderstandings We don't believe the client has a right to any additional money and we do believe that we completed and provided a reasonable amount of work in the hours we cleaned for [redacted] ***? We'd be happy to provide you with additional documentation and recordings I hope it is resolved quickly and to everyone's satisfaction It is my goal to have a 100% happy client customer service recordOur clients choose us because they trust us and we do a good job for themSometimes there is a misunderstanding - and as a business manager - I do what ever is in my power to adhere to our guarantee- and redo the work till the client is satisfied ( if they will allow it ) Thank You for your help in mediating this matter Sincerely, [redacted]

Revdex.com Response for [redacted] account from Great Green Cleaning Dear [redacted] , Thank you for mediating this issueAs you know we have had an A+ ratting with the New York Revdex.com for years and we always appreciate the work you do to help us resolve difficult issues The person who filed the complaint, [redacted] , is not a client of Great Green Cleaning he never used our service or ordered service and did not have a credit card on file with us or pay for any services I am replying to you, and you can make the decision about sharing this information with [redacted] I also want to notify you that all of our phone calls are recorded and kept for over a year, and our database files and notes are computerized, time and date stamped and nothing can be altered in these records I believe [redacted] is the husband of our Client [redacted] He is not on her account [redacted] was on regular service with Great Green Cleaning and we provided her with hours of excellent weekly cleaning services every Wednesday for years, since Her Client Care Specialist was Jasmine We never had a problem with [redacted] she was a pleasure to work forAt times her credit card would expire and we would contact her to get new card information We have a signed terms of service contract with all of our clientsIt is clearly our policy to provide service and then charge the credit card on file for the hours of serviceA client may also choose to pay by check or cash, and if we have an issue with payment we will charge the card on file later on insteadSome clients pay daily, some monthly and some quarterly In January of Great Green had a price increase We still provided service for [redacted] for the next months I am going to give you the chronology of what occurred and I can send you additional date and time stamped file notes, or any recordings if you should require that as well At the end of April of [redacted] ’s credit card was not working and we could not charge for her cleaning My Assistant Manger, Zac, contacted her and asked for an updated cardThere was some confusion and the card was still not working, I believe we were given the new expiration date for the wrong card On her April [redacted] updated her credit card information, and her card was inadvertently undercharged She was only charged for hours of service for her April [redacted] cleaning, although we provided hours of service The notes explain that we would add the hour charge to the next cleaning charge on her April [redacted] cleaning On Wednesday May [redacted] we provided [redacted] with hours of cleaning, as usualHere is the actual computer file tracking for that service appointment, the job was set from 10:am to 2:pm for hours: [redacted] And here are the file notes written by staff members running the office : [redacted] On Wednesday May [redacted] we provided [redacted] with hours of cleaning, as usualHere is the actual computer file tracking for that service appointment, the job was set from 10:am to 2:pm for hoursFor your information the words Set Maid Status to In Residence on 5/ [redacted] means that the cleaning Specialist was sent an email confirming the clients address [redacted] You can see that the credit card was charged for this cleaning, but no card was ever charged for the cleaning on May *** You can also see that the client reviewed her credit card charges and her budget and decided that she could not afford to continue having serviceSo she cancelledShe did not alert us that her card was not charged for her May [redacted] appointment or offer another payment method [redacted] In January of 2016, I reviewed our accounts receivables from last year and noticed that we had many outstanding balances from last year, I asked our bookkeeper, Celine, to review our outstanding A/R and collect past due balances Celine charged any payments that she missed from last year She is new and still in training, so there were many missed payments One of them was [redacted] On February [redacted] the bookkeeper charged [redacted] ’s credit card for the past due balance of $ for the hour cleaning we provided on May *** [redacted] In summation: We provided the client [redacted] with hours of cleaning, and charged her exactly the correct amount for the hour cleaningWe didn’t charge her card the week of her cleaning – we had some issues with the credit card and when they were resolved, we charged her last cleaning May [redacted] – but not for the cleaning on May *** [redacted] is correct in saying we should have charged [redacted] ’s card the month of his cleaningI agree with him We made an errorThat is our greatest fault [redacted] has written to you to file a complaint against Great Green cleaningThis complaint isn’t valid [redacted] is not our client My client [redacted] Straus received a hours cleaning and paid for a hour cleaning [redacted] has gone on to public review forums and intentionally defamed Great Green Cleaning with negative reviews He also tried to charge back the cost of the cleaning through the credit card company, remarking that the cleaning was an “Alleged” cleaning and perhaps didn’t even take place When none of that worked, he came to the Revdex.com and filed a complaint here as well His attempts to damage the excellent reputation of our a small family business, after we provided [redacted] with hundreds of excellent cleanings and took care of his home, is shocking to me He is being is punitive and aggressive beyond measure Thank you for your help in resolving this matter Cindy L [redacted] General Manager Great Green Cleaning

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] First of all, [redacted] ***, if you could use my correct name consistently I would feel like you are more engaged in this situation First I think we should look at the contract situationI was originally sent a contract that was incorrect because it said the date of the cleaning was “November **,” obviously incorrectThen a corrected version was sent before I requested that the stove top and cleaning was removedWhen I had requested that the stove and refrigerator cleaning be removed, the date also needed to be changed to “Monday **” rather than “Sunday **” because of maid availabilityHowever I was sent a contract saying “Sunday” and the man I spoke with on the phone said it did not matter which contract I signed just as long as I signed oneIt’s important to note that I did not sign a contract with the stove and refrigerator cleaning included This being said, the inside of the stove was in fact cleanedSomething that was not on the contract, and something my boyfriend did not request to be doneSo [redacted] was doing work that was not supposed to be done, using other time to perhaps do other jobs more effectivelyShe also cleaned in the inside of the refrigerator, something I had removed from the contract In that case, [redacted] was doing work that was outside of our contract which interfered with the quality of the work she was supposed to doEven outside of the request to fold some clothes, I was still unsatisfied with her workWhen I talked to [redacted] I talked about dusting and the shower still being dirtyI sent him photos, as requested, and he said he would get back to me as soon as possible This is the other main problem about the situationEvery representative I talked to ended the phone call with, we will call you backWhether the representative had to do “some research” ( [redacted] ) or review the photos and talk with [redacted] ( [redacted] ), or have [redacted] or [redacted] call me back when they were in the office, no one EVER called me backI was not told about a free hour of cleaning until three weeks after the situation, and [redacted] said “they” had already settled that was all I would receiving and she was surprised that I hadn’t been informed [redacted] did work not on the contract to the expense of the work on the contract requestedI called immediately when I got home, somewhere within two hours after she leftI had to call again the next day because I never heard back from anyone, and since then I have been needing to call backI have the photos from that day with the shower still dirty with soap sm, and the dirty faucet in the sink and toilet handle I will be happy with a complete redo of the job free of charge with my supervision In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Great Green Cleaning did not charge our credit card until February *, for a cleaning that allegedly occurred on May *,

The cleaning company, which guarantees 100% customer satisfaction, did not do the job promisedThey left dirty paper towels in my bathroom in addition to using up all of my paper products (when I was certainly not told I had to provide those)They also took hours to clean two rooms (a kitchen/common area and a small bathroom), and I have a very small apartment that certainly didn't require that amount of time to do a surface cleaning, which is what I signed up for--it seemed almost as though there was some stalling going on so that the four hours would be fulfilled (rather than less time for less money)Finally, the smell left was very strange--almost like smokeNeedless to say, it was not a job well done or even satisfactorily doneWhen they called after the cleaning, I didn't notice the paper towels and anyway felt uncomfortable complaining in front of the cleaner, who was a nice personA few days later, I emailed them to complainWhen I emailed them to tell them about the p

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
First of all, [redacted], if you could use my correct name consistently I would feel like you are more engaged in this situation. 
First I think we should look at the contract situation. I was originally sent a contract that was incorrect because it said the date of the cleaning was “November **,” obviously incorrect. Then a corrected version was sent before I requested that the stove top and cleaning was removed. When I had requested that the stove and refrigerator cleaning be removed, the date also needed to be changed to “Monday **” rather than “Sunday **” because of maid availability. However I was sent a contract saying “Sunday” and the man I spoke with on the phone said it did not matter which contract I signed just as long as I signed one. It’s important to note that I did not sign a contract with the stove and refrigerator cleaning included.
This being said, the inside of the stove was in fact cleaned. Something that was not on the contract, and something my boyfriend did not request to be done. So [redacted] was doing work that was not supposed to be done, using other time to perhaps do other jobs more effectively. She also cleaned in the inside of the refrigerator, something I had removed from the contract. 
In that case, [redacted] was doing work that was outside of our contract which interfered with the quality of the work she was supposed to do. Even outside of the request to fold some clothes, I was still unsatisfied with her work. When I talked to [redacted] I talked about dusting and the shower still being dirty. I sent him photos, as requested, and he said he would get back to me as soon as possible. 
This is the other main problem about the situation. Every representative I talked to ended the phone call with, we will call you back. Whether the representative had to do “some research” ([redacted]) or review the photos and talk with [redacted] ([redacted]), or have [redacted] or [redacted] call me back when they were in the office, no one EVER called me back. I was not told about a free hour of cleaning until three weeks after the situation, and [redacted] said “they” had already settled that was all I would receiving and she was surprised that I hadn’t been informed.
[redacted] did work not on the contract to the expense of the work on the contract requested. I called immediately when I got home, somewhere within two hours after she left. I had to call again the next day because I never heard back from anyone, and since then I have been needing to call back. I have the photos from that day with the shower still dirty with soap sm, and the dirty faucet in the sink and toilet handle. 
I will be happy with a complete redo of the job free of charge with my supervision.  
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com, re:  Julia Clarke and Great Green Cleaning   Thank you in advance for mediating this issue. As you know we have had an A+ rating with the New York Revdex.com for 34 years and we always appreciate the work you do to help us...

resolve difficult issues.   I also want to notify you that all of our phone calls are recorded and kept for over a year, and our database files and notes are computerized, time and date stamped and nothing can be altered in these records.   I have included 2 recordings – 1: [redacted]'s original request for service- asking us to clean 4 rooms prior to a bridal shower, Kitchen, Living-room, Bathroom and hallway. She is speaking to Melissa who estimates approximately 4 hours.  The phone call was continued at another time when [redacted] called back to schedule the service and give us her payment information.    The actual job took 4 hours and 15 minutes.   We have a signed Terms of Service Contract with [redacted] where she agrees to our terms.   It is clear on the contract that we do not provide paper towels, trash bags, or hardware that can cross contaminate like mops and brooms.  We can not assure you that she read the agreement only that she signed it.   In addition we have included a second phone call with Melissa at the end of [redacted]'s cleaning, when [redacted] called Melissa back.   Melissa called [redacted] to ask her about the quality of her service (as we always do at the end of each cleaning because our work is guaranteed) an[redacted] did not answer.  [redacted] called Melissa back a few minute later and you can hear in the recording that [redacted] states clearly that she was very happy with her cleaning. You can also hear Melissa remind her that we have a guarantee and that if she should discover anything she is not happy with in the next 24 hours all she has to do is call us and we will re-clean it at no cost to her.   The Cleaning person had a second job to go to and was not wasting time or “stalling” she has a special needs son and likes to complete her work as quickly as possible to get home.  She completed [redacted]’s job in 4 hours and 15 minutes because that is how long it took to thoroughly clean the 4 rooms that she requested.   [redacted] did not contact us the next day to tell us she found a crumpled paper towel left behind in her bathroom. Leaving any cleaning supplies or trash behind is not our policy and we would have sent someone back to discard the paper towels had she called us the next day.   [redacted]  did not call us that day or that week,  but she sent an email almost 2 weeks after her cleaning.   I didn’t receive her email, it ended up in my spam folder. I apologize for this –it was beyond my control.  When she finally did call and I was made aware of  her dissatisfaction- I listened to her phone calls and was bewildered by the nature of her complaint as she wasn’t complaining about the cleaning.   She requested the cleaning of 4 rooms for her party, we estimated 4 hours (it’s a telephone estimate so we can’t be exact because we can’t see the amount of dirt in the space) We were pretty close—it tool only 15 minutes longer than we estimated.    The chief complaint seems to be the following: 1-    That we used a roll of paper towels and left a paper towel crumpled up in the bathroom  (and she didn’t know that we wouldn’t bring paper towels) 2-    That the job took 15 minutes longer than we estimated 3-    That we didn’t respond to her complaint quickly enough.   She doesn’t have any complaint about the quality of the cleaning or the quality of our completed work, except for the paper towel that was left behind in the bathroom.   She is correct in that we didn’t speak with her about her dissatisfaction quickly enough.  For that, I truly apologize.    In spite of the fact that she read and signed our agreement and knew that she had 24 hours to ask us to redo our work – I don’t ever want a client to be unhappy. We all get busy and forget to return an item, or forget to make that phone call to get our issue resolved.   I’d like [redacted] to be counted as one of our many satisfied clients, and if I could go back in time and have her Cleaner throw out that paper towel I would.   I cannot make a 4.25 hour job take less time. That’s not possible.   What I will do is offer [redacted] an additional free hour of service should she ever choose to use Great Green cleaning for house cleaning again, she can pay for 3 hours of service and have her fourth hour free - -that’s a value of $57.00   I will also note on her account that she would prefer a cleaner that is a non smoker, and we will even provide her with a free roll of paper towels on her next cleaning.   We’d like her to remove or correct all of her negative social media reviews – to be a more accurate reflection of the situation -- we did a good job cleaning the areas that she requested to be cleaned. We showed up early and worked diligently.   I hope this offer of resolution works for [redacted],   Thank you for your help in resolving this matter.   Cindy L[redacted] General Manager Great Green Cleaning

Before I begin , I want to mention for the record that all of our phone calls are recorded, our staff makes each caller aware of this and we would be  happy to make these recordings available to you .[redacted] called to schedule cleaning on May [redacted] and spoke with one of our Client...

care specialists, [redacted].
She had a coupon for a free hour of service (which we honored ) and [redacted] estimated [redacted]'s cleaning needs by reviewing a list of possible services. We charge for our service by time and task- so a client can add as many tasks as they choose and as much time as they need to do these tasks correctly.
I also want to mention that we have an unconditional satisfaction guarantee that reads as follows:
"If for any reason at the end of your cleaning, you are dissatisfied with  the quality of the completed work - we will be happy to re-do that work immediately and bring it up to you standard - at no additional charge to you."
[redacted] requested the following tasks in her original phone call: General cleaning of a 1 bedroom apartment with no clutter or organizing = 4 hours 6 windows washed inside only =  2 hours kitchen Stove cleaned inside = 1 hour
Kitchen fridge cleaned in and out = 1 hour 11 Cabinets and 3 drawers cleaned inside and out = 2 hours
Pantry closet cleaned and organized = 1 hour  Under sink cabinets cleaned Bathroom and Kitchen = 1 hour
During my review of the  estimate phone call I noted that this cleaning should have been estimated at 12 hours for a deep cleaning not 8 hours. During the call [redacted] was discussing the cleaning with her  boyfriend and she asked [redacted] to hold on several times.  [redacted] underestimated the time and scheduled [redacted] for 8 hours of cleaning (2 cleaning specialists for 4 hours each ) with 1 free hour as a gift. So she would pay for 7 and get 8.
They completed the call and [redacted] sent [redacted] a terms of service contract.
The following day June [redacted],  [redacted] called back again to remove some tasks from her cleaning-
She removed the Stove, Fridge, and Cabinets inside    and [redacted] lowered the cleaning hours to a 6 hour cleaning with  5 paid hours and 1 free hour - but still the correct amount of hours were not scheduled for the amount of work that was left- which was : General cleaning of a 1 bedroom apartment  with no clutter or organizing = 4 hours
6 windows washed inside only =  2 hours Pantry closet cleaned and organized = 1 hour Under sink cabinets cleaned Bathroom and Kitchen = 1 hour The cleaning was now an 8 hour job.
[redacted] rescheduled the cleaning for Monday May [redacted] from 10 am to 4 pm with 1 person.
On the day of [redacted]'s cleaning, her cleaning specialist [redacted] was indeed 15 minutes late and arrived at 10:15. All of our files are time and date stamped and our Cleaning Specialists call to clock in and out from their jobs, so their time is accurately tracked. When a Cleaner is late- they always stay to make up the time. And the client is only charged for the actual time that the cleaning is  taking place.
The client's boyfriend was present in the residence during the cleaning. The client also left her boyfriend an
additional task list for [redacted], that would take additional time --and these tasks included organizing and folding clothing.  It is our policy that tasks are to be arranged with the office staff in advance and not given to the cleaner as additional tasks - because time will not allow for that and the time needs to be scheduled.
[redacted] worked diligently for 5.5 hours before clocking out.
At the end of the cleaning, [redacted]'s boyfriend told [redacted] that he was very satisfied and that she did a good job and he released her.
[redacted] called the office when she returned home after the cleaning, and told the receptionist that she was not happy with her cleaning because th?e????re was soap sm on a soap dish and there was dust on some of the
base boards ( although these were not included in the cleaning ). The manager was out sick that day and [redacted] did not get a call back that night.
The following day [redacted] spoke with another Client Care representative, [redacted].  In reviewing that phone call I determined that [redacted] was stressed about family coming from out of town for her graduation. It makes sense that she wanted everything perfect. She was upset that her boyfriend approved the cleaning and told us it was satisfactory.  [redacted] offered to honor our Guarantee and re-do the cleaning -- but [redacted] Turned that down. It was just a few things  and she would do them herself.  [redacted] also offered her additional free time on her next cleaning - if she chose to use our service again. The client said she was satisfied with this and told [redacted] that [redacted] had done a good job cleaning her kitchen and her floors.
In summation:  We provided [redacted] with 5.5 hours of labor and she only paid for 4 hours. We were able to accomplish the original task list that [redacted] had contracted us for, We
also provided her with Organic Green Cleaning Supplies at no cost.  
Even though her representative approved [redacted] to leave at the end of the cleaning --  we still offered to honor our guarantee and re-do the work for her at no cost, when she called the next day.  We also offered her an additional free hour on her next service to help make up for any misunderstandings.
We don't believe the client has a right to any additional money and we do believe that we completed and provided a reasonable amount of work in the 5.5 hours we cleaned for [redacted]?.
We'd be happy to provide you with additional documentation and recordings.
I hope it is resolved quickly and to everyone's satisfaction.
It is my goal to have a 100% happy client customer service record. Our clients choose us because they trust us and we do a good job for
them. Sometimes there is a misunderstanding - and as a business manager - I do what ever is in my power to adhere to our guarantee- and redo the  work till the client is satisfied ( if they will allow it ).
Thank You for your help in mediating this matter.
Sincerely,
[redacted]
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Revdex.com Response for [redacted] account from Great Green Cleaning   Dear [redacted], Thank you for mediating this issue. As you know we have had an A+ ratting with the New York Revdex.com for 34 years and we always appreciate the...

work you do to help us resolve difficult issues.   The person who filed the complaint, [redacted], is not a client of Great Green Cleaning he never used our service or ordered service and did not have a credit card on file with us or pay for any services.  I am replying to you, and you can make the decision about sharing this information with [redacted].   I also want to notify you that all of our phone calls are recorded and kept for over a year, and our database files and notes are computerized, time and date stamped and nothing can be altered in these records.   I believe [redacted] is the husband of our Client [redacted].   He is not on her account.   [redacted] was on regular service with Great Green Cleaning and we provided her with 4 hours of excellent weekly cleaning services every Wednesday for 5 years, since 2010. Her Client Care Specialist was Jasmine.   We never had a problem with [redacted] she was a pleasure to work for. At times her credit card would expire and we would contact her to get new card information.   We have a signed terms of service contract with all of our clients. It is clearly our policy to provide service and then charge the credit card on file for the hours of service. A client may also choose to pay by check or cash, and if we have an issue with payment we will charge the card on file later on instead. Some clients pay daily, some monthly and some quarterly.    In January of 2015 Great Green had a price increase.  We still provided service for [redacted] for the next 5 months.   I am going to give you the chronology of what occurred and I can send you additional date and time stamped file notes, or any recordings if you should require that as well.   At the end of April of 2015 [redacted]’s credit card was not working and we could not charge for her cleaning.  My Assistant Manger, Zac, contacted her and asked for an updated card. There was some confusion and the card was still not working, I believe we were given the new expiration date for the wrong card.   On her April [redacted] updated her credit card information, and her card was inadvertently undercharged.  She was only charged for 3 hours of service for her April [redacted] cleaning, although we provided 4 hours of service.   The notes explain that we would add the hour charge to the next cleaning charge on her April [redacted] cleaning.     On Wednesday May [redacted] we provided [redacted] with 4 hours of cleaning, as usual. Here is the actual computer file tracking for that service appointment, the job was set from 10:30 am to 2:30 pm for 4 hours:  
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    And here are the file notes written by staff members running the office :
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  On Wednesday May [redacted] we provided [redacted] with 4 hours of cleaning, as usual. Here is the actual computer file tracking for that service appointment, the job was set from 10:15 am to 2:15 pm for 4 hours. For your information the words Set Maid Status to In Residence on 5/** means that the cleaning Specialist was sent an email confirming the clients address  
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    You can see that the credit card was charged for this cleaning, but no card was ever charged for the cleaning on May [redacted].   You can also see that the client reviewed her credit card charges and her budget and decided that she could not afford to continue having service. So she cancelled. She did not alert us that her card was not charged for her May [redacted] appointment or offer another payment method.  
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[redacted]
  In January of 2016, I reviewed our accounts receivables from last year and noticed that we had many outstanding balances from last year, 2015. I asked our bookkeeper, Celine, to review our outstanding A/R and collect past due balances.  Celine charged any payments that she missed from last year.   She is new and still in training, so there were many missed payments.  One of them was [redacted].   On February [redacted] the bookkeeper charged [redacted]’s credit card for the past due balance of $239.53  for the 4 hour cleaning we provided on May [redacted].   [redacted]
       
  In summation: We provided the client [redacted] with 4 hours of cleaning, and charged her exactly the correct amount for the 4 hour cleaning. We didn’t charge her card the week of her cleaning – we had some issues with the credit card and when they were resolved, we charged her last cleaning May [redacted] – but not for the cleaning on May [redacted].       [redacted] is correct in saying we should have charged [redacted]’s card the month of his cleaning. I agree with him.  We made an error. That is our greatest fault.    [redacted] has written to you to file a complaint against Great Green cleaning. This complaint isn’t valid.  [redacted] is not our client.  My client [redacted] Straus received a 4 hours cleaning and paid for a 4 hour cleaning.   [redacted] has gone on to public review forums and intentionally defamed Great Green Cleaning with false negative reviews.   He also tried to charge back the cost of the cleaning through the credit card company, remarking that the cleaning was an “Alleged” cleaning and perhaps didn’t even take place.  When none of that worked, he came to the Revdex.com and filed a false complaint here as well.  His attempts to damage the excellent reputation of our a small family business, after we provided [redacted] with hundreds of excellent cleanings and took care of his home, is shocking to me.  He is being is punitive and aggressive beyond measure.    Thank you for your help in resolving this matter.   Cindy L[redacted] General Manager Great Green Cleaning

Review: I have a very small apartment and they gave me an estimate of $270 for 6 hours with 1 free hour. ($50/hour). Unfortunely I was not home for the time cleaning, but I did leave specific requests for her to do. (I.e. fold some of the clothes left on the bed, make sure the shower is clean). However the clothes were not folded, or even moved, and the shower was still dirty. Some reason this lady decided to come a half hour late, clean the inside of my oven and refrigerator (which were not on the contract I signed) and left an hour early. Even on a table where there were magazines, she did not pick up the magazines and cleaned underneath. Instead she just cleaned around the magazines. There were streaks on the mirror and shower door in my bathroom and dust left on the dust boards. The countertops felt sticky from whatever she sprayed on it, and none of the cabinets were wiped down (which was included in the contract).

The worst part about this interaction is that when I came home, I called GGC immediately to tell them how unsatisfied I was. This company is so incredibly unprofessional. I talked to someone, and they claimed they would call me back within 24 hours after talking with the maid. 36 Hours later I have to call them back, and they said they would have to call me back because the man I had spoken with had not come into the office that day. I called the next week, and spoke with a woman, who said she would call me back.

In other words I called 5 times over two weeks with each phone call ending with "I'll call you back" or that the person was not in the office even though I was calling at 2 pm. It has now been three weeks since the lady came to clean and nothing has been resolved.Desired Settlement: I would like a full refund. Due to the way Customer Service has handled the situation I do not plan on using the company again. Which means them offering me the service again for free is not applicable to the situation.

Business

Response:

Before I begin , I want to mention for the record that all of our phone calls are recorded, our staff makes each caller aware of this and we would be happy to make these recordings available to you .[redacted] called to schedule cleaning on May [redacted] and spoke with one of our Client care specialists, [redacted].

She had a coupon for a free hour of service (which we honored ) and [redacted] estimated [redacted]'s cleaning needs by reviewing a list of possible services. We charge for our service by time and task- so a client can add as many tasks as they choose and as much time as they need to do these tasks correctly.

I also want to mention that we have an unconditional satisfaction guarantee that reads as follows:

"If for any reason at the end of your cleaning, you are dissatisfied with the quality of the completed work - we will be happy to re-do that work immediately and bring it up to you standard - at no additional charge to you."

[redacted] requested the following tasks in her original phone call: General cleaning of a 1 bedroom apartment with no clutter or organizing = 4 hours 6 windows washed inside only = 2 hours kitchen Stove cleaned inside = 1 hour

Kitchen fridge cleaned in and out = 1 hour 11 Cabinets and 3 drawers cleaned inside and out = 2 hours

Pantry closet cleaned and organized = 1 hour Under sink cabinets cleaned Bathroom and Kitchen = 1 hour

During my review of the estimate phone call I noted that this cleaning should have been estimated at 12 hours for a deep cleaning not 8 hours. During the call [redacted] was discussing the cleaning with her boyfriend and she asked [redacted] to hold on several times. [redacted] underestimated the time and scheduled [redacted] for 8 hours of cleaning (2 cleaning specialists for 4 hours each ) with 1 free hour as a gift. So she would pay for 7 and get 8.

They completed the call and [redacted] sent [redacted] a terms of service contract.

The following day June [redacted], [redacted] called back again to remove some tasks from her cleaning-

She removed the Stove, Fridge, and Cabinets inside and [redacted] lowered the cleaning hours to a 6 hour cleaning with 5 paid hours and 1 free hour - but still the correct amount of hours were not scheduled for the amount of work that was left- which was : General cleaning of a 1 bedroom apartment with no clutter or organizing = 4 hours

6 windows washed inside only = 2 hours Pantry closet cleaned and organized = 1 hour Under sink cabinets cleaned Bathroom and Kitchen = 1 hour The cleaning was now an 8 hour job.

[redacted] rescheduled the cleaning for Monday May [redacted] from 10 am to 4 pm with 1 person.

On the day of [redacted]'s cleaning, her cleaning specialist [redacted] was indeed 15 minutes late and arrived at 10:15. All of our files are time and date stamped and our Cleaning Specialists call to clock in and out from their jobs, so their time is accurately tracked. When a Cleaner is late- they always stay to make up the time. And the client is only charged for the actual time that the cleaning is taking place.

The client's boyfriend was present in the residence during the cleaning. The client also left her boyfriend an

additional task list for [redacted], that would take additional time --and these tasks included organizing and folding clothing. It is our policy that tasks are to be arranged with the office staff in advance and not given to the cleaner as additional tasks - because time will not allow for that and the time needs to be scheduled.

[redacted] worked diligently for 5.5 hours before clocking out.

At the end of the cleaning, [redacted]'s boyfriend told [redacted] that he was very satisfied and that she did a good job and he released her.

[redacted] called the office when she returned home after the cleaning, and told the receptionist that she was not happy with her cleaning because th?e????re was soap sm on a soap dish and there was dust on some of the

base boards ( although these were not included in the cleaning ). The manager was out sick that day and [redacted] did not get a call back that night.

The following day [redacted] spoke with another Client Care representative, [redacted]. In reviewing that phone call I determined that [redacted] was stressed about family coming from out of town for her graduation. It makes sense that she wanted everything perfect. She was upset that her boyfriend approved the cleaning and told us it was satisfactory. [redacted] offered to honor our Guarantee and re-do the cleaning -- but [redacted] Turned that down. It was just a few things and she would do them herself. [redacted] also offered her additional free time on her next cleaning - if she chose to use our service again. The client said she was satisfied with this and told [redacted] that [redacted] had done a good job cleaning her kitchen and her floors.

In summation: We provided [redacted] with 5.5 hours of labor and she only paid for 4 hours. We were able to accomplish the original task list that [redacted] had contracted us for, We

also provided her with Organic Green Cleaning Supplies at no cost.

Even though her representative approved [redacted] to leave at the end of the cleaning -- we still offered to honor our guarantee and re-do the work for her at no cost, when she called the next day. We also offered her an additional free hour on her next service to help make up for any misunderstandings.

We don't believe the client has a right to any additional money and we do believe that we completed and provided a reasonable amount of work in the 5.5 hours we cleaned for [redacted]?.

We'd be happy to provide you with additional documentation and recordings.

I hope it is resolved quickly and to everyone's satisfaction.

It is my goal to have a 100% happy client customer service record. Our clients choose us because they trust us and we do a good job for

them. Sometimes there is a misunderstanding - and as a business manager - I do what ever is in my power to adhere to our guarantee- and redo the work till the client is satisfied ( if they will allow it ).

Thank You for your help in mediating this matter.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

First of all, [redacted], if you could use my correct name consistently I would feel like you are more engaged in this situation.

First I think we should look at the contract situation. I was originally sent a contract that was incorrect because it said the date of the cleaning was “November **,” obviously incorrect. Then a corrected version was sent before I requested that the stove top and cleaning was removed. When I had requested that the stove and refrigerator cleaning be removed, the date also needed to be changed to “Monday **” rather than “Sunday **” because of maid availability. However I was sent a contract saying “Sunday” and the man I spoke with on the phone said it did not matter which contract I signed just as long as I signed one. It’s important to note that I did not sign a contract with the stove and refrigerator cleaning included.

This being said, the inside of the stove was in fact cleaned. Something that was not on the contract, and something my boyfriend did not request to be done. So [redacted] was doing work that was not supposed to be done, using other time to perhaps do other jobs more effectively. She also cleaned in the inside of the refrigerator, something I had removed from the contract.

In that case, [redacted] was doing work that was outside of our contract which interfered with the quality of the work she was supposed to do. Even outside of the request to fold some clothes, I was still unsatisfied with her work. When I talked to [redacted] I talked about dusting and the shower still being dirty. I sent him photos, as requested, and he said he would get back to me as soon as possible.

This is the other main problem about the situation. Every representative I talked to ended the phone call with, we will call you back. Whether the representative had to do “some research” ([redacted]) or review the photos and talk with [redacted] ([redacted]), or have [redacted] or [redacted] call me back when they were in the office, no one EVER called me back. I was not told about a free hour of cleaning until three weeks after the situation, and [redacted] said “they” had already settled that was all I would receiving and she was surprised that I hadn’t been informed.

[redacted] did work not on the contract to the expense of the work on the contract requested. I called immediately when I got home, somewhere within two hours after she left. I had to call again the next day because I never heard back from anyone, and since then I have been needing to call back. I have the photos from that day with the shower still dirty with soap sm, and the dirty faucet in the sink and toilet handle.

I will be happy with a complete redo of the job free of charge with my supervision.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],

As I formerly stated - all of our phone calls

are recorded for quality and training and I would be happy to send you

any of [redacted]'s recordings.

Here is our additional response to [redacted]'s second response:

[redacted] States :

"I have the photos from that day with the shower still dirty with soap

sm, and the dirty faucet in the sink and toilet handle.

I will be happy with a complete redo of the job free of charge with my supervision."

Her request is for a complete redo of the job free of charge with her supervision to re-do less than 30 minutes of work -

We already offered her this FREE RE-DO and [redacted] REFUSED.to allow us

in to keep our guarantee. Instead, she told [redacted], our client care

representative that she was "over-reacting and stressed out" and would

do the few things herself. And it was no big deal.

So, Instead of allowing us to come back in right away and do 30 minutes of re-do

[redacted] first requests a full refund -- even though she was happy with the other 6 hours of work we completed --

And then when she sees that she will not get a full refund, she

requests a Free 6 hour house cleaning a month after we offered her free

re-do work.

It is always my goal to satisfy every customer to the best of our

ability. We will send a Cleaning specialist back to re-clean for free,

or send a manager or a supervisor back in to re-clean. We believe the

goal is to get each clients home cleaned the way they like it. That's

why our guarantee states the following ( I cut and pasted this for you

from our contract ) :

100% Unconditional Satisfaction Guarantee

At the end of the cleaning, if for ANY reason you are not completely satisfied with the quality of the COMPLETED work you

contracted us for, we will immediately re-do that work for you, while the Cleaning Specialist is still in your residence, at no

additional charge to you.

Terms of Guarantee

We can not correct an issue for you – unless you make us aware of the issue. It is important to us that you have the best

possible experience with Great Green Cleaning. If you let us know what we missed or what you are dissatisfied with during the

course of your cleaning, we can correct it while your Cleaning Specialist is still in your home. We want to leave you with a

shining home and the knowledge that we are here to serve you well!

If for any

reason you are not at the job site at the completion of your cleaning,

as soon as you return to the job site and inspect

the quality of the cleaning, it is your responsibility to call the Great

Green Cleaning office and give your Client Care Specialist

feedback about the quality of your cleaning. If for any reason you are

unsatisfied with part of your cleaning, you must let us

know as soon as you return to the job site after your cleaning, so we

can arrange to re-do the work and bring it up to your

standards. If re-do is requested and you do not allow a Supervisor or

Cleaning Specialist entry into your job site to verify or re-

do the quality of the work, the Guarantee is void and any re-do or

refund is forfeited.

If you assign your right to another person, to assess the quality of the cleaning, and they approve the completed work on your

behalf, you forfeit your right to have Great Green Cleaning re- do the work at no cost.

______________________

Although [redacted] had assigned a

representative at the job site ( her boyfriend ) And he approved the

work at the end of the cleaning -- WE STILL OFFERED HER FREE RE-DO

when she said she was unhappy with the soap dish in the shower. And she

would not allow us to do the re-do work, saying it was no big deal and she would do it herself.

1-We kept the terms of our agreement ( which she signed ) 2- the job was approved by her representative3- Regardless-- we still offered free re-do work WHICH SHE REFUSED

4- and Additional free time on a future cleaning for additional satisfaction

The clients complaints seem to be as follows -She

is upset that I misspelled her name [redacted] instead of [redacted] - for this -

I apologize and have corrected this issue in the current complaint

reply She is upset that the client care representative mis-dated

the original contract November Instead of May. For this I also

apologize and will review the process he used to setup the contract.She

is upset that [redacted] followed the original job request details that

[redacted] asked for, and in addition to cleaning her home and floors

and all of her windows, she also cleaned inside her stove and

refrigerator for this I also apologize.She is upset that her

assigned representative ( her boyfriend ) approved the quality of

[redacted]'s work and said the cleaning was well done and he was satisfied.

She

is upset that there was some soap sm left in her shower and some dust

on a shelf -- This is unacceptable to me - that's why -- although she

waived her right to free re-do when her boyfriend approved the cleaning

at the end of the job WE STILL OFFERED HER FREE RE-DO to bring the work

up to her standards. AND SHE REFUSED THE FREE RE-DO

She

followed up her refusal of free re-so with a request for a full refund -

even though she only paid for 4 hours and received 6 hours of hard

work.

A complaint to the Revdex.com

and

now almost 2 months later -- a request for 6 free additional hours of

cleaning ( which she will supervise ) although she was only dissatisfied

with less than 30 minutes of needed re-do - which she would not allow

us to do

[redacted], I hope you will find that we have kept

our word in every way possible- and that you can make some people happy

all of the time and all people happy some of the time- but you can't

make all people happy all of the time.

Some clients are just unhappy - no matte what we offer.

I

believe [redacted]'s request is unreasonable - we have kept our word

and went beyond our guarantee. I hope you will close this matter

finding that we have done our part in a fair and reasonable way.

Once again, It is my goal to have a 100% happy client customer service record.

Our clients choose us because they trust us and we do a good job for

them. Sometimes there is a misunderstanding - and as a business manager -

I do what ever is in my power to adhere to our guarantee- and redo the

work till the client is satisfied ( if they will allow it ).

Thank You for your help in mediating this matter.

Sincerely,

Review: Great Green Cleaning did not charge our credit card until February *, 2016 for a cleaning that allegedly occurred on May *, 2015.Desired Settlement: Great Green Cleaning should reverse the charge of $239.53 on my credit card.

Business

Response:

Revdex.com Response for [redacted] account from Great Green Cleaning Dear [redacted], Thank you for mediating this issue. As you know we have had an A+ ratting with the New York Revdex.com for 34 years and we always appreciate the work you do to help us resolve difficult issues. The person who filed the complaint, [redacted], is not a client of Great Green Cleaning he never used our service or ordered service and did not have a credit card on file with us or pay for any services. I am replying to you, and you can make the decision about sharing this information with [redacted]. I also want to notify you that all of our phone calls are recorded and kept for over a year, and our database files and notes are computerized, time and date stamped and nothing can be altered in these records. I believe [redacted] is the husband of our Client [redacted]. He is not on her account. [redacted] was on regular service with Great Green Cleaning and we provided her with 4 hours of excellent weekly cleaning services every Wednesday for 5 years, since 2010. Her Client Care Specialist was Jasmine. We never had a problem with [redacted] she was a pleasure to work for. At times her credit card would expire and we would contact her to get new card information. We have a signed terms of service contract with all of our clients. It is clearly our policy to provide service and then charge the credit card on file for the hours of service. A client may also choose to pay by check or cash, and if we have an issue with payment we will charge the card on file later on instead. Some clients pay daily, some monthly and some quarterly. In January of 2015 Great Green had a price increase. We still provided service for [redacted] for the next 5 months. I am going to give you the chronology of what occurred and I can send you additional date and time stamped file notes, or any recordings if you should require that as well. At the end of April of 2015 [redacted]’s credit card was not working and we could not charge for her cleaning. My Assistant Manger, Zac, contacted her and asked for an updated card. There was some confusion and the card was still not working, I believe we were given the new expiration date for the wrong card. On her April [redacted] updated her credit card information, and her card was inadvertently undercharged. She was only charged for 3 hours of service for her April [redacted] cleaning, although we provided 4 hours of service. The notes explain that we would add the hour charge to the next cleaning charge on her April [redacted] cleaning. On Wednesday May [redacted] we provided [redacted] with 4 hours of cleaning, as usual. Here is the actual computer file tracking for that service appointment, the job was set from 10:30 am to 2:30 pm for 4 hours:

And here are the file notes written by staff members running the office :



On Wednesday May [redacted] we provided [redacted] with 4 hours of cleaning, as usual. Here is the actual computer file tracking for that service appointment, the job was set from 10:15 am to 2:15 pm for 4 hours. For your information the words Set Maid Status to In Residence on 5/** means that the cleaning Specialist was sent an email confirming the clients address

You can see that the credit card was charged for this cleaning, but no card was ever charged for the cleaning on May [redacted]. You can also see that the client reviewed her credit card charges and her budget and decided that she could not afford to continue having service. So she cancelled. She did not alert us that her card was not charged for her May [redacted] appointment or offer another payment method.

In January of 2016, I reviewed our accounts receivables from last year and noticed that we had many outstanding balances from last year, 2015. I asked our bookkeeper, Celine, to review our outstanding A/R and collect past due balances. Celine charged any payments that she missed from last year. She is new and still in training, so there were many missed payments. One of them was [redacted]. On February [redacted] the bookkeeper charged [redacted]’s credit card for the past due balance of $239.53 for the 4 hour cleaning we provided on May [redacted]. [redacted]



In summation: We provided the client [redacted] with 4 hours of cleaning, and charged her exactly the correct amount for the 4 hour cleaning. We didn’t charge her card the week of her cleaning – we had some issues with the credit card and when they were resolved, we charged her last cleaning May [redacted] – but not for the cleaning on May [redacted]. [redacted] is correct in saying we should have charged [redacted]’s card the month of his cleaning. I agree with him. We made an error. That is our greatest fault. [redacted] has written to you to file a complaint against Great Green cleaning. This complaint isn’t valid. [redacted] is not our client. My client [redacted] Straus received a 4 hours cleaning and paid for a 4 hour cleaning. [redacted] has gone on to public review forums and intentionally defamed Great Green Cleaning with false negative reviews. He also tried to charge back the cost of the cleaning through the credit card company, remarking that the cleaning was an “Alleged” cleaning and perhaps didn’t even take place. When none of that worked, he came to the Revdex.com and filed a false complaint here as well. His attempts to damage the excellent reputation of our a small family business, after we provided [redacted] with hundreds of excellent cleanings and took care of his home, is shocking to me. He is being is punitive and aggressive beyond measure. Thank you for your help in resolving this matter. Cindy L[redacted] General Manager Great Green Cleaning