Initial Business Response /* (1000, 5, 2017/05/11) */
On March 1, 2017, we had an on-site visit and a carpet/and ceramic tile cleaning proposal was given. Total amount was [redacted] The quote total was $ [redacted] (Quote attached).
We set the appointment up for 3/24/17. That morning one of our...
current tenants in our office building had a serious conflict with the entire cleaning. I called and it was decided Kleenit would still come and clean just the one area and we would reschedule the remaining area at a more suitable time. They came and cleaned the first area. This is correct in that Ms. [redacted] decided she had to have a smaller portion of the areas cleaned (both carpet and ceramic tile & grout) because she had a new tenant moving in. This request had nothing to do with Kleenit not being ready to perform as agreed.
We rescheduled the second area to be done on 4/5/17. They came and cleaned the second area. We received a billing about a week later. Stating we now owed [redacted] additional. Clarification: A second invoice was sent for [redacted] in addition to the first invoice sent for [redacted] (not [redacted] on top of the originally quoted [redacted] Ms. [redacted] then paid the first invoice minus a [redacted] RESIDENTIAL coupon. Upon informing her that this clearly states “residential onlyâ€, she became very upset.
They said it was an "up charge" and travel set up charge since they had to come out twice. It was never mentioned this charge would occur when we rescheduled nor did it mention it in the original proposal we would be charged additional for 2 visits. Correct, [redacted] with Kleenit quoted this project based on one visit, not multiple visits, as Ms. [redacted] did not request a quote for multiple visits. Paying a crew to travel to and from any job site, along with truck and equipment costs necessary to provide service, and a second set-up and break down of same, all costs money.
It does say "*A [redacted] fuel/set up charge will apply for each scheduled visit. We believe these charge are excessive. Kleenit pricing charged was adjusted as if these were two autonomous jobs, as they turned out to be.
Nor were they disclosed. I feel we have covered the “not being disclosed†claim in paragraph 4.
I mentioned my unhappiness and it basically did not matter. They also know personally and business wise, I have done a lot of business with them. I also let them know, due to this matter, I will no longer do business with them. It is unfortunate that Ms. [redacted] feels this way.
Kleenit will absorb the loss of providing crews for multiple visits and move on if Ms. [redacted] pays as quoted:
Carpet Cleaning $ [redacted] as quoted
DuPont Teflon application $ [redacted] as quoted
Ceramic Tile and Grout Cleaning $ [redacted] as quoted
2 Fuel/Set-up charges $ [redacted] as quoted
Credit for check #6771 $ [redacted]
Credit for check #6808 $ [redacted]
TOTAL DUE $ [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2017/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will be mailing a check in the next day or so for the [redacted]
Initial Business Response /* (1000, 5, 2017/05/11) */
On March 1, 2017, we had an on-site visit and a carpet/and ceramic tile cleaning proposal was given. Total amount was [redacted] The quote total was $ [redacted] (Quote attached).
We set the appointment up for 3/24/17. That morning one of our...
current tenants in our office building had a serious conflict with the entire cleaning. I called and it was decided Kleenit would still come and clean just the one area and we would reschedule the remaining area at a more suitable time. They came and cleaned the first area. This is correct in that Ms. [redacted] decided she had to have a smaller portion of the areas cleaned (both carpet and ceramic tile & grout) because she had a new tenant moving in. This request had nothing to do with Kleenit not being ready to perform as agreed.
We rescheduled the second area to be done on 4/5/17. They came and cleaned the second area. We received a billing about a week later. Stating we now owed [redacted] additional. Clarification: A second invoice was sent for [redacted] in addition to the first invoice sent for [redacted] (not [redacted] on top of the originally quoted [redacted] Ms. [redacted] then paid the first invoice minus a [redacted] RESIDENTIAL coupon. Upon informing her that this clearly states “residential onlyâ€, she became very upset.
They said it was an "up charge" and travel set up charge since they had to come out twice. It was never mentioned this charge would occur when we rescheduled nor did it mention it in the original proposal we would be charged additional for 2 visits. Correct, [redacted] with Kleenit quoted this project based on one visit, not multiple visits, as Ms. [redacted] did not request a quote for multiple visits. Paying a crew to travel to and from any job site, along with truck and equipment costs necessary to provide service, and a second set-up and break down of same, all costs money.
It does say "*A [redacted] fuel/set up charge will apply for each scheduled visit. We believe these charge are excessive. Kleenit pricing charged was adjusted as if these were two autonomous jobs, as they turned out to be.
Nor were they disclosed. I feel we have covered the “not being disclosed†claim in paragraph 4.
I mentioned my unhappiness and it basically did not matter. They also know personally and business wise, I have done a lot of business with them. I also let them know, due to this matter, I will no longer do business with them. It is unfortunate that Ms. [redacted] feels this way.
Kleenit will absorb the loss of providing crews for multiple visits and move on if Ms. [redacted] pays as quoted:
Carpet Cleaning $ [redacted] as quoted
DuPont Teflon application $ [redacted] as quoted
Ceramic Tile and Grout Cleaning $ [redacted] as quoted
2 Fuel/Set-up charges $ [redacted] as quoted
Credit for check #6771 $ [redacted]
Credit for check #6808 $ [redacted]
TOTAL DUE $ [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2017/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will be mailing a check in the next day or so for the [redacted]