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Jani-King of Minnesota, Inc.

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Reviews Jani-King of Minnesota, Inc.

Jani-King of Minnesota, Inc. Reviews (2)

Initial Business Response /* (1000, 5, 2014/11/28) */
We do have a signed contract/agreement with them to provide cleaning services at their facility. We started servicing at their facility on July 1st, 2014. Our contract/agreement is a written agreement that was signed by both parties. ...

As stated in the signed agreement in section 5.5, "The parties acknowledge that this Agreement and the exhibits supersede all prior agreements, representations, and understandings of the parties. No changes to this Agreement will be effective unless signed by both parties and attached hereto". As stated, the agreement (the Maintenance Agreement and Cleaning Schedule) is what was agreed to and can only be changed by written agreement signed by both parties.
We have provided the services shown on the Cleaning Schedule since we started there on July 1st, 2014. We do follow-up with our customers to check their level of satisfaction with the services provided. The following is a list of the contacts or attempts to contact this customer to discuss their satisfaction our services:
July 18th - our Customer Service Dept. called and spoke with [redacted] who told them then services were fine. A Welcome Packet was also emailed to the customer that day with contact information for our Customer Service Representative. The email also contained a Fax-A-Comment form that they can use at any time to rate or comment on our services.
July 31st - an email was sent to [redacted] to see how service was going. We did not receive a response.
August 14th- [redacted] called and spoke to [redacted] in our Customer Service Dept. She told [redacted] that things were going well but did mention that the cleaning needs to be done by 8:00 AM. She told [redacted] not to worry about it that she would talk to the cleaners the next time she saw them.
October 20th- another email was sent to [redacted] to check how service was going. We did not receive a response.
October 27th - Since we did not get a response to the email from October 20th, Customer Service tried calling [redacted] and left a message for her. They followed that up the same day by sending [redacted] a fax-a-comment form. This form allows the customer to rate the cleaning services and make any comments. Again we did not receive a response.
So during that four month period (July through October) that we were cleaning, only one issue was brought up (asking us to make sure we were done cleaning by 8:00 AM) although they were given many opportunities to comment on services. If they were having any issues, they could always contact us as well and this was not done until recently.
In their complaint I see they are asking for a credit of two months of service. We see no justification for credit to them because the services agreed to were provided and we have no record of complaints from the customer prior the November 11th, 2014 complaints.
On November 11th, [redacted] contacted us stating she wanted to cancel stating that the owner of the business was moving back to town and they want to take the cleaning In-House. She was told that the contract ran through August 31, 2015 and that they would have to follow the terms of the agreement to cancel. Right after that, we received her list of complaints on the service. Only one item from their list of complaints was ever shared with us prior to us telling them they could not exit the contract immediately.
The agreement/contract with them allows two ways to cancel. They can cancel by giving at least 30 days prior to the anniversary date of their intent to cancel on the anniversary. The other is in the event of non-performance. If there are issues of non-performance, they agreed to give us written notice of deficiencies in service and that they will and allow us 30 days to correct stated issues. It states that if at the end of the 30 days we have not corrected the stated issues that they will give a second written notice to cancel 30 days later.
Our intent is to correct any stated issues. We value and want to retain their business and continue servicing the account as agreed. However, we are questioning that the customer may be trying to use the recent complaints as way to try and get out of their contract at this time.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Very few issues that were brought up in the notice of non-perfornance have been resolved.
Final Business Response /* (4000, 9, 2014/12/12) */
Our franchisee and their cleaning crew have worked to correct any of their perceived cleaning issues outlined in their letter received 11/14/14. However we do believe that no matter what we did, they were just going through the motions to get out of their contract the only way they could and as quickly as they could (under the terms of the contract), by claiming there were issues so they could give this job to one of their employees.
Our Operations Manager, [redacted] inspected the account on 11/18 and again on 12/3 giving the cleaning high ratings. After the inspection on 12/3 he emailed [redacted] to say that things were looking good and we only had one issue left to resolve. [redacted] came back stating there were at least 5 issues still unresolved. When she was asked to share what issues she still had with the cleaning, she refused to share that information. How did she expect us to correct something she would not share with us? We believe she did not share the information because they just wanted to get out of their contract.
Thinking maybe they wanted out of the contract due to financial issues, on 12/3 we offered to meet with them to discuss modifying the contract to less days per week to decrease the pricing as a way to help them. They told us that they were interested in meeting with us to discuss decreasing the services but then put off meeting with us just long enough to be able to send their final cancellation letter to fall within the terms agreed to in the contract.
We received their final notice on 12/11/14 to cancel services and they will be allowed to cancel on 1/13/15 as requested per the contract terms.
I want to reiterate (as stated in our prior response to their original complaint), prior to November 11th when we told them that their contract ran through June 30th, 2015, we had no complaints with the services we were providing. So for four and a half months services were good. Once they were told they had to follow the terms of the contract, all of a sudden our services were terrible. Claiming these issues was the only way they could exit the contract early. We believe this was their motivation for claiming cleaning issues all of a sudden.

Initial Business Response /* (1000, 5, 2015/02/03) */
Please accept our apologies. We have noted our records not to call you again.

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