Green Cleaning Seattle- Otium Maid Services TM

Complaint: [redacted]I am rejecting this response because:
The business is not offering a fair resolution. First of all, the response contains several false statements. I do not agree that my house was in an extremely dirty condition. I clean my home regularly and had picked up all floors, counters and other surfaces to prepare for the cleaners to arrive that morning. I needed help with deep cleaning, specifically of the shower and floors. Seattle Green Cleaning did not reassess the condition of my home upon arrival and then discuss the matter with me. The cleaners arrived at 12:30pm while I was home. They began cleaning without any conversation in regards to the condition of my home. I was home until about 2 pm. When I left, there was still no mention that the job would not be completed on time. The cleaners were supposed to finish the job around 5:30pm. I did not receive a phone call to discuss the condition of my home and the additional time required to complete the cleaning until 4:45pm. At that point, I was shocked that the cleaners had only cleaned 2 rooms in my house. I was unwilling to pay for any more time for their services because they were clearly not cleaning at a reasonable speed. Because 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 3 rooms in my house. Imagine my disappointment when I arrived home late that night to discover that the 3 rooms that supposedly were deep cleaned still had dirty floors and other areas that were not clean. There is no excuse for leaving these areas dirty after 9 hours of cleaning. I subsequently hired another cleaner to finish the job, and she cleaned the entire house in 5 hours. 
 
My initial request was for Seattle Green Cleaning to return to my house and finish cleaning the 3 rooms they said were clean. I sent photos showing them the areas that were still dirty immediately after their cleaning (3 photos are attached). They refused to send someone to fix the shoddy work for free. Instead they offered a follow-up cleaning at 50% off. I will not consider paying them more money to complete a job that was finished improperly the first time. Because I had to hire someone else to finish the job, I maintain that the only fair solution is for Seattle Green Cleaning to remove 2 hours of cleaning from the first bill.
Sincerely,[redacted]

At this time Ms [redacted]'s account is no longer in our hands. We did make several attempts to reach her over the past nine weeks. Please understand that once an account goes to collections, we no longer own the account and are unable to reverse the action. Our service guarantee does state that as long as we are notified of any problems within 24hrs, we will come out and fix or re-do a cleaning at no cost. Ms [redacted] did not indicate to us any issues or problems after her Aug 5 service until two months later when we sent her a final warning that the account was set to collections. I have reviewed our email history and I have personally been the contact at GCS which has been trying to reach her. At this point, we are unable to provide further cleaning or reduce the bill. Gea B[redacted]

Dear Revdex.com
Ms [redacted] was not fully satisfied with the service provided after we performed her clean. At which point she contacted us with a list of items that she wanted to have cleaned better. We immediately responded with the offer to immediately send out a Cleaner to re the clean at no cost. We also...

sent a $40 off coupon. Ms [redacted] declined. Then she re contacted us days later still unhappy and we offered still the same offer. She was still unhappy. Our service guarantee, which was emailed to her at the time of her setting up services and which is also on our website, states: if any client is unhappy with the work we preformed, and they notify us with 24hrs hours, we will come redo it for free. We stand behind this guarantee. 
Thank you
GCS

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 Thanksgiving. I'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 $40 coupon, which still does not justify the price of a "deep clean" that wasn't never done. I 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 tag. There 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 company. A partially cleaned house. I 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 me. I'm not going to pay $374 for a house cleaned in increments. I will however pay the price for a standard cleaning, which should be about $130-150 according to your rates. 
Attached are all the email exchanges. Sincerely,[redacted]

Dear Revdex.com and Ms [redacted]
We are sorry that we were unable to complete the service in full. We did communicate with Ms [redacted] several times - both by phone and by email - on the day of her service. The 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 this. At that time, we contacted Ms [redacted], explained the condition of the home and updated her quote. She, at that time, told us that she wanted to "cap" the service: that she did not want us to stay for more than 9.5 total hours. At 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 complained. At that time, we offered her $40 off and we offered her 50% off her next service. This 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 service. Here 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™" <[email protected]> (Add as Preferred Sender)  Date: Tue, Oct 27, 2015 4:25 pmTo: [redacted]@yahoo.comHi [redacted], Hope you are having a great day so far. I am following up with you after just speaking to our Green Cleaner at your service today. Your 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 booking. We 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 order. Your Green Cleaner has noted the following (specific) things about the actual service, which will have an impact on the timing of the service. These 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 information. Your new quote is:For a home 1500 sqft, 2 bath, 1 level, 3 pets, 2 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 12-16 hours.Please understand, we will only use time that we need. We will not charge you for time that we don't use and don't need to complete your service. Your 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 requires. However, we would be happy to return to your service to complete it. We 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 now. Please let us know as soon as possible regarding how you would like to proceed. If 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: 1. kitchen(s) - completed; 2. bathroom(s)- master bath almost completed; WITH EXTRA TIME 3. living room; 4. dining room; 5. hallways; 6. entry area; 7. master bedroom; 8. other bedrooms. 9. Interior windows/casings some have already been completedWe appreciate your business, and we are very glad to get to clean for you. Have a great day!Our rates are hourly and per person (and we bill in 15 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!

Complaint: [redacted]I am rejecting this response because:
I do not agree with your policy. Charging me for something I never received is a terrible way to do business. As is the lack of customer service when I tried to talk to the owner and was never responded to after several attempts. I feel like I'm absolutely being robbed of $374. If you had deep cleaned my house I would feel different. Coming back and redoing areas missed was not part of any agreement. In the emails Stacy even explained that it definitiely did not sound like I had received the services I had requested, that your company had promised. The agreement was to have an entirely deep cleaned house. I never received that. 
PS- My last name is [redacted], not [redacted]. Which goes to show how much this company is paying attention. 
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 6-9 hours) however she decided to book for only 3 hours. Note that...

we emailed Ms [redacted] on 9.28 @ 10:58am (before her service took place) to make it very clear that 3 hours would not be enough time to finish. We 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 3hrs. Ms [redacted] had service on 9/30. 
After her service, the following emails were exchanged and she was given a $25 coupon to apply to her service. 
 
Hi [redacted],
Thank you for your feedback, I tried calling you first but received voicemail. I am sorry to hear you were unsatisfied with our services. I 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 clean. With the full quote being6-9 hours, we onlyguaranteed the kitchen within the time 3 hour frame we had. I will forward you the email again that contains the explanation. With that being said, I have been made aware that the floors had not be finished within the kitchen. I apologize for this, and we willtake responsibility for theincompletion. Youwill be receiving a $25 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, 2016 1:35 pmTo: Green_Cleaning_Seattle_-_Otium-Maid_Services™<customerservice@greencleaning...⇄ /> I am extremely unsatisfied with the service I was provided today. I asked for 3 hours worth of house cleaning for a very clean home and all I received was external kitchen cleaning for a super small kitchen. I have no idea how it could take him that long when I can do a very detailed clean of the entire home in roughly 2 hours. This is the worst service and I will be leaving poor reviews as well. I hope that in the future you can not rip people off for your poor service. 
Thanks,
[redacted]Sent from my iPhone