Initial Business Response /* (1000, 5, 2014/09/03) */
First, we appreciate the feedback as we always strive to improve our service. We take all comments very seriously and document our responses, together with all manner of correspondence, diligently in our database and other records. We believe...
we have an outstanding track record but, nonetheless, issues do come about and we address them as necessary. What follows is the text of the email I received today from our Director of Operations to address the concerns of Ms. [redacted]:
March 2014, [redacted] emailed [redacted] asking her to follow up with [redacted] on her past due notices for the December 2013 and March 2014 invoices. In April, [redacted] emailed [redacted] and told her to inform [redacted] that services will be suspended if payment wasn't received by 5/5/14. On 6/6/14, [redacted] sent an email to [redacted] telling her to suspend all OTO's until account is current. [redacted] also emailed [redacted] giving her details on her past dues. (We have documentation for this.)
On 7/5 and 7/19, [redacted] cleaned [redacted]'s unit even though the account was on suspension. She cleaned the unit on 7/19 because she wanted the unit to be in good condition for [redacted]'s stay. I told [redacted] that [redacted] cleaned the unit even though there was a possibility that she wouldn't get paid. In the end [redacted] asked for a discount and [redacted] didn't invoice for both cleans. [redacted] arrived on 7/19 and after 10 days of being in the unit [redacted] complained about the cleaning. Her complaints were sm around the faucets, dusting lacking, sand on her feet when she arrived, drink rings on the table on lanai, and mold in the shower. Later she complained about the throw rugs and the comforter not being cleaned. [redacted] sent us some pictures of the dusting, faucet and the mold in the shower. [redacted] said the dusting could've been better and the mold is cleaned with Tilex but is not completely removed from the grout so it comes back. I offered to have [redacted] go back to the unit to clean the area and [redacted] didn't approve. [redacted] said the throw rugs and comforters are cleaned if soiled or at the owners request. [redacted] said she has always kept in touch with [redacted] and has multiple text and email saying that she is happy with the services. (We have documentation of this.)
The complaints came in after the billing was an issue. [redacted] wanted to terminate the contract and I told her that we would let her out of the contract if she paid in full.
Please note Ms. [redacted]'s unit is one of approximately 25 other units we serviced in the resort in question during this time period. We have received no other complaints of this nature from the other units.
We have a myriad of documentation (texts, emails, other) that supports our discussion above. At this time we do not deem any further action is necessary on our part.
Initial Consumer Rebuttal /* (3000, 9, 2014/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First Of All - Jani needs to READ and follow Revdex.com instructions not to post identifiable info!!!!
I never received anything saying to suspend service and additionally I received an email saying that I had a credit then suddenly I owed. Thus I questioned if this was a discrepancy.
Non the less they have been paid over $10 K and they are talking about a $400 ish past due (from months ago that seemed to be a discrepancy) that is a poor excuse to not change bedding covers throughout an entire year, stand on furniture to clean and use your personal vacuum. They are supposed to be providing commercial type services at this resort.
It seems they are saying they didn't clean the villa correct because of a $400 or so balance. Interesting!!
Complaints did not come due to a little balance they came when I arrived to the island and saw this. Again a poor excuse. I paid in full immediately just to be done with their service.
If they know you can't check on them weekly and are not on the Island to inspect don't expect any type of quality service.
Initial Business Response /* (1000, 5, 2014/09/03) */
m around the faucets, dusting lacking, sand on her feet when she arrived, drink rings on the table on lanai, and mold in the shower. Later she complained about the throw rugs and the comforter not being cleaned. [redacted] sent us some pictures of the dusting, faucet and the mold in the shower. [redacted] said the dusting could've been better and the mold is cleaned with Tilex but is not completely removed from the grout so it comes back. I offered to have [redacted] go back to the unit to clean the area and [redacted] didn't approve. [redacted] said the throw rugs and comforters are cleaned if soiled or at the owners request. [redacted] said she has always kept in touch with [redacted] and has multiple text and email saying that she is happy with the services. (We have documentation of this.)
First, we appreciate the feedback as we always strive to improve our service. We take all comments very seriously and document our responses, together with all manner of correspondence, diligently in our database and other records. We believe...
we have an outstanding track record but, nonetheless, issues do come about and we address them as necessary. What follows is the text of the email I received today from our Director of Operations to address the concerns of Ms. [redacted]:
March 2014, [redacted] emailed [redacted] asking her to follow up with [redacted] on her past due notices for the December 2013 and March 2014 invoices. In April, [redacted] emailed [redacted] and told her to inform [redacted] that services will be suspended if payment wasn't received by 5/5/14. On 6/6/14, [redacted] sent an email to [redacted] telling her to suspend all OTO's until account is current. [redacted] also emailed [redacted] giving her details on her past dues. (We have documentation for this.)
On 7/5 and 7/19, [redacted] cleaned [redacted]'s unit even though the account was on suspension. She cleaned the unit on 7/19 because she wanted the unit to be in good condition for [redacted]'s stay. I told [redacted] that [redacted] cleaned the unit even though there was a possibility that she wouldn't get paid. In the end [redacted] asked for a discount and [redacted] didn't invoice for both cleans. [redacted] arrived on 7/19 and after 10 days of being in the unit [redacted] complained about the cleaning. Her complaints were s
The complaints came in after the billing was an issue. [redacted] wanted to terminate the contract and I told her that we would let her out of the contract if she paid in full.
Please note Ms. [redacted]'s unit is one of approximately 25 other units we serviced in the resort in question during this time period. We have received no other complaints of this nature from the other units.
We have a myriad of documentation (texts, emails, other) that supports our discussion above. At this time we do not deem any further action is necessary on our part.
Initial Consumer Rebuttal /* (3000, 9, 2014/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First Of All - Jani needs to READ and follow Revdex.com instructions not to post identifiable info!!!!
I never received anything saying to suspend service and additionally I received an email saying that I had a credit then suddenly I owed. Thus I questioned if this was a discrepancy.
Non the less they have been paid over $10 K and they are talking about a $400 ish past due (from months ago that seemed to be a discrepancy) that is a poor excuse to not change bedding covers throughout an entire year, stand on furniture to clean and use your personal vacuum. They are supposed to be providing commercial type services at this resort.
It seems they are saying they didn't clean the villa correct because of a $400 or so balance. Interesting!!
Complaints did not come due to a little balance they came when I arrived to the island and saw this. Again a poor excuse. I paid in full immediately just to be done with their service.
If they know you can't check on them weekly and are not on the Island to inspect don't expect any type of quality service.