Initial Business Response / [redacted] (1000, 5, 2014/11/28) */ We do have a signed contract/agreement with them to provide cleaning services at their facilityWe started servicing at their facility on July 1st, 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 partiesNo 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, We do follwith our customers to check their level of satisfaction with the services providedThe following is a list of the contacts or attempts to contact this customer to discuss their satisfaction our services: July 18th - our Customer Service Deptcalled and spoke with [redacted] who told them then services were fineA Welcome Packet was also emailed to the customer that day with contact information for our Customer Service RepresentativeThe 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 goingWe did not receive a response August 14th- [redacted] called and spoke to [redacted] in our Customer Service DeptShe told [redacted] that things were going well but did mention that the cleaning needs to be done by 8:AMShe 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 goingWe 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 herThey followed that up the same day by sending [redacted] a fax-a-comment formThis form allows the customer to rate the cleaning services and make any commentsAgain 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:AM) although they were given many opportunities to comment on servicesIf 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 serviceWe 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, 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-HouseShe was told that the contract ran through August 31, and that they would have to follow the terms of the agreement to cancelRight after that, we received her list of complaints on the serviceOnly 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 cancelThey can cancel by giving at least days prior to the anniversary date of their intent to cancel on the anniversaryThe other is in the event of non-performanceIf there are issues of non-performance, they agreed to give us written notice of deficiencies in service and that they will and allow us days to correct stated issuesIt states that if at the end of the days we have not corrected the stated issues that they will give a second written notice to cancel days later Our intent is to correct any stated issuesWe value and want to retain their business and continue servicing the account as agreedHowever, 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 / [redacted] (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 / [redacted] (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/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/and again on 12/giving the cleaning high ratingsAfter the inspection on 12/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 issues still unresolvedWhen she was asked to share what issues she still had with the cleaning, she refused to share that informationHow 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/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 themThey 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/to cancel services and they will be allowed to cancel on 1/13/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 providingSo for four and a half months services were goodOnce they were told they had to follow the terms of the contract, all of a sudden our services were terribleClaiming these issues was the only way they could exit the contract earlyWe believe this was their motivation for claiming cleaning issues all of a sudden
Initial Business Response / [redacted] (1000, 5, 2014/11/28) */ We do have a signed contract/agreement with them to provide cleaning services at their facilityWe started servicing at their facility on July 1st, 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 partiesNo 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, We do follwith our customers to check their level of satisfaction with the services providedThe following is a list of the contacts or attempts to contact this customer to discuss their satisfaction our services: July 18th - our Customer Service Deptcalled and spoke with [redacted] who told them then services were fineA Welcome Packet was also emailed to the customer that day with contact information for our Customer Service RepresentativeThe 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 goingWe did not receive a response August 14th- [redacted] called and spoke to [redacted] in our Customer Service DeptShe told [redacted] that things were going well but did mention that the cleaning needs to be done by 8:AMShe 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 goingWe 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 herThey followed that up the same day by sending [redacted] a fax-a-comment formThis form allows the customer to rate the cleaning services and make any commentsAgain 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:AM) although they were given many opportunities to comment on servicesIf 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 serviceWe 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, 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-HouseShe was told that the contract ran through August 31, and that they would have to follow the terms of the agreement to cancelRight after that, we received her list of complaints on the serviceOnly 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 cancelThey can cancel by giving at least days prior to the anniversary date of their intent to cancel on the anniversaryThe other is in the event of non-performanceIf there are issues of non-performance, they agreed to give us written notice of deficiencies in service and that they will and allow us days to correct stated issuesIt states that if at the end of the days we have not corrected the stated issues that they will give a second written notice to cancel days later Our intent is to correct any stated issuesWe value and want to retain their business and continue servicing the account as agreedHowever, 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 / [redacted] (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 / [redacted] (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/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/and again on 12/giving the cleaning high ratingsAfter the inspection on 12/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 issues still unresolvedWhen she was asked to share what issues she still had with the cleaning, she refused to share that informationHow 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/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 themThey 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/to cancel services and they will be allowed to cancel on 1/13/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 providingSo for four and a half months services were goodOnce they were told they had to follow the terms of the contract, all of a sudden our services were terribleClaiming these issues was the only way they could exit the contract earlyWe believe this was their motivation for claiming cleaning issues all of a sudden
Initial Business Response / [redacted] (1000, 5, 2015/02/03) */ Please accept our apologiesWe have noted our records not to call you again