Green Cleaning Seattle- Otium Maid Services TM

Complaint: [redacted] I am rejecting this response because: The business is not offering a fair resolutionFirst of all, the response contains several statementsI do not agree that my house was in an extremely dirty conditionI clean my home regularly and had picked up all floors, counters and other surfaces to prepare for the cleaners to arrive that morningI needed help with deep cleaning, specifically of the shower and floorsSeattle Green Cleaning did not reassess the condition of my home upon arrival and then discuss the matter with meThe cleaners arrived at 12:30pm while I was homeThey began cleaning without any conversation in regards to the condition of my homeI was home until about pmWhen I left, there was still no mention that the job would not be completed on timeThe cleaners were supposed to finish the job around 5:30pmI did not receive a phone call to discuss the condition of my home and the additional time required to complete the cleaning until 4:45pmAt that point, I was shocked that the cleaners had only cleaned rooms in my houseI was unwilling to pay for any more time for their services because they were clearly not cleaning at a reasonable speedBecause I chose not to add additional hours to the service, the employee I spoke with on the phone advised that the cleaners would only complete the deep clean on rooms in my houseImagine my disappointment when I arrived home late that night to discover that the rooms that supposedly were deep cleaned still had dirty floors and other areas that were not cleanThere is no excuse for leaving these areas dirty after hours of cleaningI subsequently hired another cleaner to finish the job, and she cleaned the entire house in hours My initial request was for Seattle Green Cleaning to return to my house and finish cleaning the rooms they said were cleanI sent photos showing them the areas that were still dirty immediately after their cleaning (photos are attached)They refused to send someone to fix the shoddy work for freeInstead they offered a follcleaning at 50% offI will not consider paying them more money to complete a job that was finished improperly the first timeBecause I had to hire someone else to finish the job, I maintain that the only fair solution is for Seattle Green Cleaning to remove hours of cleaning from the first bill Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I do not agree with your policyCharging me for something I never received is a terrible way to do businessAs is the lack of customer service when I tried to talk to the owner and was never responded to after several attemptsI feel like I'm absolutely being robbed of $If you had deep cleaned my house I would feel differentComing back and redoing areas missed was not part of any agreementIn the emails Stacy even explained that it definitiely did not sound like I had received the services I had requested, that your company had promisedThe agreement was to have an entirely deep cleaned houseI never received that PS- My last name is [redacted] ***, not ***Which goes to show how much this company is paying attention Sincerely, [redacted] ***

At this time Ms [redacted] 's account is no longer in our handsWe did make several attempts to reach her over the past nine weeksPlease understand that once an account goes to collections, we no longer own the account and are unable to reverse the actionOur service guarantee does state that as long as we are notified of any problems within 24hrs, we will come out and fix or a cleaning at no costMs [redacted] did not indicate to us any issues or problems after her Aug service until two months later when we sent her a final warning that the account was set to collectionsI have reviewed our email history and I have personally been the contact at GCS which has been trying to reach herAt this point, we are unable to provide further cleaning or reduce the billGea B [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Hello Revdex.com Ms [redacted] actually has not yet paid and is past due on this bill The summary of the situation is that she "capped" the service - what this means is that we gave her a quote (we informed her the service would take 6-hours) however she decided to book for only hoursNote that we emailed Ms [redacted] on @ 10:58am (before her service took place) to make it very clear that hours would not be enough time to finishWe also emailed her our standard "when you cap your service" email - which states a disclaimer that we do not guarantee "capped services" (since we already know it will not be enough time)She still chose to "cap" at 3hrsMs [redacted] had service on 9/ After her service, the following emails were exchanged and she was given a $coupon to apply to her service Hi ***, Thank you for your feedback, I tried calling you first but received voicemailI am sorry to hear you were unsatisfied with our servicesI feel we were clear in both the "Confirmation and Contract" and "Explaining a CAPPED service with a priority list" emails about the expectations of what would be completed during the cleanWith the full quote being6-hours, we onlyguaranteed the kitchen within the time hour frame we hadI will forward you the email again that contains the explanationWith that being said, I have been made aware that the floors had not be finished within the kitchenI apologize for this, and we willtake responsibility for theincompletionYouwill be receiving a $discount for the service on September 30th.If you have any questions or further concerns, please let me know Give us a call or click below to "meet" our staff and learn about our company Best, Anika S [redacted] "Meet" our office staffHERE206.307.2270greencleaningseattle.comOur office is on Aurora Ave N between 46th & 47th in Fremont! Date: Fri, September 30, 1:pmTo: Green_Cleaning_Seattle_-_Otium-Maid_Services™ I am extremely unsatisfied with the service I was provided todayI asked for hours worth of house cleaning for a very clean home and all I received was external kitchen cleaning for a super small kitchenI have no idea how it could take him that long when I can do a very detailed clean of the entire home in roughly hoursThis is the worst service and I will be leaving poor reviews as wellI hope that in the future you can not rip people off for your poor service Thanks, [redacted] Sent from my iPhone

Dear Revdex.com and Ms [redacted] We are sorry that we were unable to complete the service in fullWe did communicate with Ms [redacted] several times - both by phone and by email - on the day of her serviceThe problem that we encountered was that Ms [redacted] 's home was not in the condition that she told us (at the time of her booking with us and us giving her the quote)It was in dirty condition and, once our Cleaners arrived, we discovered thisAt that time, we contacted Ms [redacted] , explained the condition of the home and updated her quoteShe, at that time, told us that she wanted to "cap" the service: that she did not want us to stay for more than total hoursAt which point, we informed her that would be fine, but that would mean that not all of the home would be cleaned (we quoted her that between 12-16hrs would be needed to fully clean the home) After the service was completed, she complainedAt that time, we offered her $off and we offered her 50% off her next serviceThis is the best discount that we can offer, as the problem was not our fault: Ms [redacted] requested that we not stay to finish the serviceHere is an email re-cap that we sent Ms [redacted] once our Cleaners arrived and updated our office on the actual condition of the home: From: "Green Cleaning Seattle - Otium-Maid Services™" (Add as Preferred Sender) Date: Tue, Oct 27, 4:pmTo: [redacted] @yahoo.comHi ***, Hope you are having a great day so farI am following up with you after just speaking to our Green Cleaner at your service todayYour Green Cleaner has informed us that more time will be needed to complete your service, as the actual service is somewhat different than what was told to us at the time of bookingWe understand that our clients like to be informed of any changes to their service (if more time is needed) and that an explanation is in orderYour Green Cleaner has noted the following (specific) things about the actual service, which will have an impact on the timing of the serviceThese things are:You have a beautiful master bathroom! It was much larger than anticipated :)Decent amount of pet hair build upBathroom baseboards and ledging needed full and deep scrubbing, some requiring multiple passesShower needed multiple scrubs to remove all soap scumEdges and ledges in kitchen had build up of pet hair and grimeWe have updated your quote based on this new informationYour new quote is:For a home sqft, bath, level, pets, small children, smooth flooring, Condition 4, our standard Deep Clean Service with a focus on hair control on floors and master shower + windows and casings would be 12-hours.Please understand, we will only use time that we needWe will not charge you for time that we don't use and don't need to complete your serviceYour Green Cleaner will not be able to stay the additional time for the service because s/he has another client that must also be serviced today and your service quote assumed a timeframe different than what the actual service condition requiresHowever, we would be happy to return to your service to complete itWe do have time on:Friday, Oct 30th with a 12p-2p arrival windowMon, Nov 2nd with an 8a-10a arrival windowWe are going to give you a call right nowPlease let us know as soon as possible regarding how you would like to proceedIf we do not hear back from you to approve your new quote, or if we are unable to stay extra time today, we will automatically work from this priority list and get to as much as we can: kitchen(s) - completed; bathroom(s)- master bath almost completed; WITH EXTRA TIME living room; dining room; hallways; entry area; master bedroom; other bedroomsInterior windows/casings some have already been completedWe appreciate your business, and we are very glad to get to clean for youHave a great day!Our rates are hourly and per person (and we bill in minute increments, rounded up)Billing begins when your Green Cleaner arrives at your home/office.Have questions? Want more information? Give us a call OR visit our FAQ pageAriel H.Green Cleaning Seattle - Eco-Maid Services™ [redacted] Our office is on Aurora Ave N between 46th & 47th in Fremont!

Hello Revdex.com Ms [redacted] actually has not yet paid and is past due on this bill The summary of the situation is that she "capped" the service - what this means is that we gave her a quote (we informed her the service would take 6-hours) however she decided to book for only hoursNote that we emailed Ms [redacted] on @ 10:58am (before her service took place) to make it very clear that hours would not be enough time to finishWe also emailed her our standard "when you cap your service" email - which states a disclaimer that we do not guarantee "capped services" (since we already know it will not be enough time)She still chose to "cap" at 3hrsMs [redacted] had service on 9/ After her service, the following emails were exchanged and she was given a $coupon to apply to her service Hi ***, Thank you for your feedback, I tried calling you first but received voicemailI am sorry to hear you were unsatisfied with our servicesI feel we were clear in both the "Confirmation and Contract" and "Explaining a CAPPED service with a priority list" emails about the expectations of what would be completed during the cleanWith the full quote being6-hours, we onlyguaranteed the kitchen within the time hour frame we hadI will forward you the email again that contains the explanationWith that being said, I have been made aware that the floors had not be finished within the kitchenI apologize for this, and we willtake responsibility for theincompletionYouwill be receiving a $discount for the service on September 30th.If you have any questions or further concerns, please let me know Give us a call or click below to "meet" our staff and learn about our company Best, Anika S [redacted] "Meet" our office staffHERE206.307.2270greencleaningseattle.comOur office is on Aurora Ave N between 46th & 47th in Fremont! Date: Fri, September 30, 1:pmTo: Green_Cleaning_Seattle_-_Otium-Maid_Services™ I am extremely unsatisfied with the service I was provided todayI asked for hours worth of house cleaning for a very clean home and all I received was external kitchen cleaning for a super small kitchenI have no idea how it could take him that long when I can do a very detailed clean of the entire home in roughly hoursThis is the worst service and I will be leaving poor reviews as wellI hope that in the future you can not rip people off for your poor service Thanks, [redacted] Sent from my iPhone

Hello [redacted] Considering that we arrived two times and were unable to clean either time, I am unable to waive the fee for the initial serviceI apologize for the confusion and I appreciate your sincerity about what happenedHowever, on both occasions that we arrived, we still needed to pay our Cleaners for the full service costAnd right now you are only being billed for one of those occasionsI consider this splitting it down the middle and I hope you understand our position as wellUnfortunately we both lost out in this equation Have a great weekend Gea B [redacted]

Complaint: [redacted] I am rejecting this response because: When you initially addressed my complaint and you offered to come re clean the missed parts only, and the day in which you provided was the day before ThanksgivingI'm sure you can understand why that wasn't a possibility for me (Family in town staying with me that I would have to displace and lots of kitchen prep going on)You also offered the $coupon, which still does not justify the price of a "deep clean" that wasn't never doneI never received a deep clean from your company, so why should I have to pay for one? what I received was a very remedial clean with a very high price tagThere were so many things that were over looked and not even addressed (Is it a common practice of your business to not even wipe down night stands in a deep clean, to not wipe down open shelves?)After I rejected the first offer to reconcile, you then offered to me for someone to come out the next week to re do only the areas in which were missed, which makes no sense, because at that point, the whole house would need attention again and that just puts me in the same position in which I started with your companyA partially cleaned houseI would be happy to pay for an entirely deep cleaned house, but that is not what I received and you did not want to offer that to meI'm not going to pay $for a house cleaned in incrementsI will however pay the price for a standard cleaning, which should be about $130-according to your rates Attached are all the email exchangesSincerely, [redacted] ***

Complaint: ***I am rejecting this response because: I refuse to pay someone $for hours worth of wiping down my kitchen counterI'm sorry and if needed I can supply photos. Sincerely,*** ***

Ms *** was a monthly set schedule client for a couple of yearsIn July of 2015, she emailed us to say that she would like her next service (on Aug 5th) to be her final serviceHer reasons given were that our emails were "too wordy" and she did not like the inconsistencies with having different
cleanersWe cancelled her services after the Aug visitShe did not pay, so we also sent her an invoiceWe have emailed and called Ms *** regarding her past due bill on five occasionsAfter last Wednesday, when we informed her that the account was sent to collections on Oct 2, she finally responded to our emails and callsShe said that her "new" house cleaner found many things wrong with the work we had been doing these past years and that she would not be paying her billPlease note: as of October 5, this account is no longer in our hands and there are no actions we can take at this point to reverse collectionsPer our emails to Ms ***, and per our service contract and website FAQ, accounts days past due may be sent to collections.Gea B***

Dear Revdex.com
Per our policy, we are absolutely happy to replace this item for this clientWe are terribly sorry that damage occurred during service while our Green Cleaner was servicing this homeHe did bump this mirror and cause damage and we did obtain pictures of the broken mirrorWe did speak to
the client during the service - at the time that the mirror was chippedWe informed the client we would indeed replace the itemWe are happy to do one of two things: the client can re-purchase the item herself within days and send us the receipt (by email - [email protected]) and we will issue her a refund checkAlternately, if the client would like to send us the link to purchase the item, we will make the purchase for her and have it delivered to her.
Thank you kindly
www.greencleaningseattle.com

Per our policy, we do offer free re-dos on any areas missedSince Ms *** declined our offer to come the service at no cost, she was issued a $couponPlease note: service payments days past due are turned over to collections and service payments days past due do incur a $late fee

Hello Revdex.com
I have emailed over the service contracts and email correspondenceThank you
Gea B***

Complaint: ***I am rejecting this response because: No resolution was proposed! Instead, Green Cleaning Seattle has simply put forth a dishonest, incomplete narrative in order to support a version of events that they hope will make them appear 'in the right.' Even more concerning, considering that this is a complaint made through the Revdex.com (which emphasizes "good faith efforts" to resolve consumer complaints), GCS has done absolutely nothing to even address the specific issues -- basically totally dismissing them out of hand and not even engaging in conversation, much less offering resolution, about themThey have clearly been coached to try to attack my character as a customer as a defensive strategy (alleging that I only started to "protest" the invoice once it went to Collections -- blatantly false, whic phone and email records and time-stamped photos support)Of course they cannot defend their work, because they never came out to assess in person whether it was satisfactory, nor did they even ask me to detail the issues or to share my photographsSo instead they've decided to allege that this is really only about the money that I don't want to pay, or that I'm somehow overly concerned about the Collections statusWhich is laughable, given how many other invoices (totaling thousands of dollars) that I paid without complaint prior to this final oneI continue to state that to require payment for services that were inadequately performed is both illegal and unethicalAlso, their argument that since the invoice is in Collections the matter is "out of their hands" is a complete falsehood and, once again, speaks poorly of Green Cleaning Seattle's integrity.Sincerely,*** ***

Dear Revdex.com The client actually associate with this account is named *** *** and her email address is ***@gmail.comThis person, *** ***, is either a husband or boyfriend. However, he is not the person that is actually in contract with us nor the person
that set up services with usI will try to summarize quickly. *** *** set up services with us (I will forward the emails)She set up an initial deep clean for 9/and then ongoing every other week services starting 9/(I will show you our cleaning confirm and contract sent to her, which is the contract she agreed to and set up)We showed up for the initial Deep Clean and we were locked outThis service was billed as we charge for lock outsWe showed up for the second service, per contract, two weeks later and we had to send our cleaner homeWe did not bill for this and we cancelled her services at that timeWe sent our Cleaner home because Mr *** was yelling and threatening *** and our CleanerFor safety issues, we had to depart the homeThis account is now in collections and we have filed a no trespass warning against Mr *** as he has been constantly calling and emailing our office staff with threats. Thank you Gea B***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Hello [redacted]   Considering that we arrived two times and were unable to clean either time, I am unable to waive the fee for the initial service. I apologize for the confusion and I appreciate your sincerity about what happened. However, on both occasions that we arrived, we still needed to pay our Cleaners for the full service cost. And right now you are only being billed for one of those occasions. I consider this splitting it down the middle and I hope you understand our position as well. Unfortunately we both lost out in this equation.    Have a great weekend.   Gea B[redacted]

Complaint: [redacted]
I am rejecting this response because: the allegation that I threatened anybody is simply not true.  that claim is 100% false and it did not happen.  I had a civil conversation with the cleaner on the day of the cleaning and her words were something like "ok, I got that you guys were surprised by me showing up, and I will go in now and thanks for offering to help clean" after I came out and talked to her and said that Becky and I had worked things out and that she could in fact conduct the cleaning.  What happened was that Becky and I bickered with each other for a few minutes about the miscommunication and the cleaner overheard us and she said she would go to her car.  Again, NOBODY WAS THREATENED. Also, it seems weird they didn't address the fact that it took them a week to get back to us to reject our offer, and that amount of time is what made the difference between the bill going to collections or not.  I initiated a check for full payment immediately after hearing their answer was no - again, because Becky and I have acted in good faith from the beginning.  At this point, this business is unwilling to provide us with any details about the collections company who we will need to work with, and seems determined to have this impact Becky's credit score, which we both find to be unfair.  I shared my experience with many friends on Facebook and lots of them also agree that this appears to be a scam operation.  
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: I'm not sure what needs to be done at this time. I cannot pay for a service I didn't receive. I'm sorry.Sincerely,[redacted]