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 Regards, [redacted]
August 19,2015Case # *** * ***Response:American Home & Living Solutions has over the years refunded and reimbursed clients when we were in agreement that we had made an error We have reviewed this complaint, and feel we did no harm to the client directly, have not caused
damages to her property, and were not negligent in our service agreement with her.The timeline on ***’s cancellation: She was notified, upon her request, on 6/9/ there would be a new contractor and that I, (*** ***, the owner) would be with the new contractor to ensure a smooth transition It is in our notes she wanted to be notified when someone different would be cleaning her homeSo, we were in compliance of her request Her previous cleaner was no longer available; she had taken a different job During her conversation with me, she did not mention cancelling her service I assured her that all the proper procedures were followed; back ground checks, risk assessment test, orientation, test house, etc.On 6/10/notice was given by phone message that she was cancelling her service In her message, she stated she had made other arrangements She received a billing statement mid May with her upcoming cleaning date 6/17/ So, in our review- cancellation on 6/upcoming cleaning 6/is not days notice AHLS charged the credit card on file 6/1/2015, charges were made to her account 6/3/in the amount of $119.08, this was for the scheduled cleaning on 6/17/2015. We have a signed service agreement that *** acknowledged receiving a copy of our policies and procedures Signed and dated 1/24/this was a new policy agreement We have a signed agreement from *** acknowledging our no solicitation policy and that AHLS has the right to assess an Agency referral fee of $1,plus court costs and attorney’s fees in the event of breach of this agreementSigned and dated 1/24/2010We have a copy of the letter sent to *** in regards to the price increase she made reference to in her letter Since she received one price increase of $for services, after being a client for years All clients were given a day notice of the increase At which time the client did not cancel service To address ***’s accusations in regards to the amount we pay our contractors, their pay changes when our pricing changes Our contractors are all paid a commission rate of 43% on every job The rate of pay is not the business of a consumer, but I feel full disclosure is necessary since ***’s statements are and damaging to the image of my company in her written complaint Contractors agree to the amount paid and many have earned well over $per hour on most jobs.We have made extensive notes on ***'s account over the years including her preferences, and requestsWe took great pride in providing services to *** for over years and considered her a very loyal and valued clientWe have always done our best to accommodate her needs even when circu**tances were out of our control.Several other accusations had been made in the complaint as well, such as the many changes in staff In reviewing her account she has had cleaners in about a year timeline This is a difficult industry to keep staff longer term; it is not a permanent career path for many One of the cleaners was assigned to her home as a substitute for her regular contractor who was on vacation.We keep excellent records and when I was called about the charges I could not find what I needed quickly, so I requested a copy of her statement and stated I would review her request and get back to herI sent a letter the same day with our findings We strive to meet our clients’ expectations on every visit, but sometimes we have fallen short All clients have been given my cell phone number and I make myself available as much as possible They also can leave a message on the office phone, email, or text It is our policy to be told within hrs of a problem and it is our policy to go back as soon as possible In this case that *** is referring to she already took care of the problem and a re-service was declined I do not feel I should reimburse her several months later, this is an unreasonable request.Accusing me of threatening my staff is a gross misrepresentation at best My company has a service agreement with each contractor and it specifies all fees they can occur if they are in breach of the monthly agreement they sign No contractor has been threatened with a fine of $1,for quitting This is another statement made by *** and I feel is damaging to my company Contractors also sign as part of their agreement a no solicitation with the understanding legal action may result if they do breach the agreement which could be greater than $1,if they are soliciting more than one client We are within our legal rights and have passed a State audit by Texas Workforce Commission 2012.In closing, I feel I have addressed most of the accusations made and if copies of signed agreements are needed they will be provided upon request Again, I do not feel a refund should be awarded to this complaint.Sincerely,*** ***PresidentAmerican Home & Living Solutions
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.
Regards,
[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 Regards, [redacted]
August 19,2015Case # *** * ***Response:American Home & Living Solutions has over the years refunded and reimbursed clients when we were in agreement that we had made an error We have reviewed this complaint, and feel we did no harm to the client directly, have not caused
damages to her property, and were not negligent in our service agreement with her.The timeline on ***’s cancellation: She was notified, upon her request, on 6/9/ there would be a new contractor and that I, (*** ***, the owner) would be with the new contractor to ensure a smooth transition It is in our notes she wanted to be notified when someone different would be cleaning her homeSo, we were in compliance of her request Her previous cleaner was no longer available; she had taken a different job During her conversation with me, she did not mention cancelling her service I assured her that all the proper procedures were followed; back ground checks, risk assessment test, orientation, test house, etc.On 6/10/notice was given by phone message that she was cancelling her service In her message, she stated she had made other arrangements She received a billing statement mid May with her upcoming cleaning date 6/17/ So, in our review- cancellation on 6/upcoming cleaning 6/is not days notice AHLS charged the credit card on file 6/1/2015, charges were made to her account 6/3/in the amount of $119.08, this was for the scheduled cleaning on 6/17/2015. We have a signed service agreement that *** acknowledged receiving a copy of our policies and procedures Signed and dated 1/24/this was a new policy agreement We have a signed agreement from *** acknowledging our no solicitation policy and that AHLS has the right to assess an Agency referral fee of $1,plus court costs and attorney’s fees in the event of breach of this agreementSigned and dated 1/24/2010We have a copy of the letter sent to *** in regards to the price increase she made reference to in her letter Since she received one price increase of $for services, after being a client for years All clients were given a day notice of the increase At which time the client did not cancel service To address ***’s accusations in regards to the amount we pay our contractors, their pay changes when our pricing changes Our contractors are all paid a commission rate of 43% on every job The rate of pay is not the business of a consumer, but I feel full disclosure is necessary since ***’s statements are and damaging to the image of my company in her written complaint Contractors agree to the amount paid and many have earned well over $per hour on most jobs.We have made extensive notes on ***'s account over the years including her preferences, and requestsWe took great pride in providing services to *** for over years and considered her a very loyal and valued clientWe have always done our best to accommodate her needs even when circu**tances were out of our control.Several other accusations had been made in the complaint as well, such as the many changes in staff In reviewing her account she has had cleaners in about a year timeline This is a difficult industry to keep staff longer term; it is not a permanent career path for many One of the cleaners was assigned to her home as a substitute for her regular contractor who was on vacation.We keep excellent records and when I was called about the charges I could not find what I needed quickly, so I requested a copy of her statement and stated I would review her request and get back to herI sent a letter the same day with our findings We strive to meet our clients’ expectations on every visit, but sometimes we have fallen short All clients have been given my cell phone number and I make myself available as much as possible They also can leave a message on the office phone, email, or text It is our policy to be told within hrs of a problem and it is our policy to go back as soon as possible In this case that *** is referring to she already took care of the problem and a re-service was declined I do not feel I should reimburse her several months later, this is an unreasonable request.Accusing me of threatening my staff is a gross misrepresentation at best My company has a service agreement with each contractor and it specifies all fees they can occur if they are in breach of the monthly agreement they sign No contractor has been threatened with a fine of $1,for quitting This is another statement made by *** and I feel is damaging to my company Contractors also sign as part of their agreement a no solicitation with the understanding legal action may result if they do breach the agreement which could be greater than $1,if they are soliciting more than one client We are within our legal rights and have passed a State audit by Texas Workforce Commission 2012.In closing, I feel I have addressed most of the accusations made and if copies of signed agreements are needed they will be provided upon request Again, I do not feel a refund should be awarded to this complaint.Sincerely,*** ***PresidentAmerican Home & Living Solutions
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.
Regards,
[redacted]