Larry James

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The business did not address the biggest issue - that they did not clean...only dustedAs they acknowledged there were several spaces we had to clean ourselvesAs for the windows they were not properly washed inside or out to begin with...tops and corners were left untouched...streaks on all windows If it was dust and rust as they claim the window would have been evenly dirty, not just the corners and topsTo claim the dirt on the outside of the Windows was due to ongoing construction is impossible as there was no exterior construction We were never 100% satisfied and we made that clear to the owner Regards, [redacted]

Hi,? I am so very sorry to hear that we have fell short in a customers eyes and that this issue has been escalated to the Revdex.comThis service was really quite challenging for my company because of the timingThe customer engaged our company for different services, a basement cleaning followed by a move in cleaning service post constructionI have outlined both services below for the Revdex.com so you can have a full view of the customers issueOverall the basement cleaning was performed and no additional complaints were filed but the customer seems to have issue with the house cleaning serviceThis house cleaning service was quite challenging because our team arrived to find contractors still working in the home (approximately of them)We contacted our customer to inform them that we would not be able to complete the service as requested simply because of the flurry of activity that was going on in the houseShe was aware that there would be painters touching up the home and paining a banister but not aware of the true number of people in the home performing the serviceWhen we arrived there were teams of people painting walls and performing a final sanding on floors to get the home ready for the customers arrival in the coming daysThe customer requested that we still perform the service because it was the last date they had before they began moving and it needed to be doneShe provided instruction to the contractor lead to allow us to work and not interfere with what we were doingThis service was significantly elongated because we were placed into a position where we had to work around others, when it was outlined that the construction needed to be completed before we arrivedOur team performed excellent work give the conditions they were asked to work inThere was a constant exchange of personnel from one room to another, including construction members who would enter a room that was recently cleaned by my cleaning team.? Overall, the service was completed as requested but the customer was not happy upon their arrival because there was dust on items in the homeGiven the sanding that was being performed by the painters and floor finishers after our service was concluded that evening I am not quite surprised that this was an issueThe customer contacted us the next day, after the service was completed with some complaints of dust ? in the home and on the windowsWe rescheduled my team for touch up service on 7.28.2016, days after initial service, per the customers requestUpon arrival for touch up services the customer had taken care of most of the dust itemsShe pointed out a few additional things specifically a few cabinets that were missed during the serviceThe contractors had cardboard taped to the cabinets in that area and we were asked not to remove it by the contractors so those could not be cleanedMy team took care of those cabinets and a radiator that was overlooked while onsite for the touch upThe customer expressed additional concern with her windows that were now dusty (even though they were cleaned before)I contacted my father, a co-owner of our family business, to go back out to the service location and take care of any window issues (as he performed the initial window cleaning service)During his time onsite he did discuss the condition of the windows, their age, and the fact that they were not part of the renovationThe pain was peeling and disintegrating into a dust which was demonstrated to the customerThe customer also had screens in her storm windows that were not part of the cleaning serviceEach time the wind would blow or anything would touch the screens dust and rust would fall from the screens and attach to the windows.During my fathers visit there was window that was completely overlooked, that window was cleaned to the customers satisfactionAs we cleaned a few other windows to touch up for the customer you could immediately see that there was dust back on the windowsAgain this dust was being caused by factors outside of our control and the scope of the service so it was going to be very challenging to leave the windows in a condition where the customer was fully satisfied.Given the situations described above and below we still truly believe that our team performed exceptional work at this customers home even with the conditions that were beyond our controlWe value our excellent rating with the Revdex.com and we ALWAYS stand behind our 100% satisfaction guarantee for every service and every customerWe made every effort to correct any issues found with this service but occasionally there are environmental factors that are well beyond our teams control that prevent the result that the customers may expectWe are truly sorry for the situation that the customer was in and we appreciate the opportunity to provide feedback on what our team and management personnel observed during this service.? Basement Cleaning Service:Initial Date Of Service 6.28.2016Customers contractor also found an issue with this serviceHe described to the customer, who had not been to the house, that we did not clean the pipes, floors, or cobwebsHowever, after my supervisor visited the home on it was determined that he was referring to a storage room/closet in the basement that was not part of the original customers requestThere was also a shelf that was not cleaned in the portion of the basement that we did cleanThe customer originally told our team that that shelf was going to be removed but it was later determined that she was referring to a different shelf that was to be removed and that one will remainMy supervisor did clean the shelf because of the misunderstandingHe also removed some fresh cobwebs over the wash sink before departing from the touch up service.Person hours invested in service: 6.75, not including any travel time (approximately hours round trip for staff members).Service Price: $- Service Work Order Attached "Basement Cleaning - [redacted] .pdf"? House Cleaning Service:? Initial Date Of Service 7.21.2016, Touch Up Service xvisits (supervisor w/team and owner later visit)Person hours invested in service: 29.25, not including any travel time (approximately hours round trip for staff members).Service Price: $(which includes 10% off initial discount) - Service Work Order Attached "House Cleaning - [redacted] .pdf"? Thank you for your time,? ? Joey LambertCo-Owner? Lambert Cleaning Service, Inc

Hi, I am so very sorry to hear that we have fell short in a customers eyes and that this issue has been escalated to the Revdex.comThis service was really quite challenging for my company because of the timingThe customer engaged our company for different services, a basement cleaning followed
by a move in cleaning service post constructionI have outlined both services below for the Revdex.com so you can have a full view of the customers issueOverall the basement cleaning was performed and no additional complaints were filed but the customer seems to have issue with the house cleaning serviceThis house cleaning service was quite challenging because our team arrived to find contractors still working in the home (approximately of them)We contacted our customer to inform them that we would not be able to complete the service as requested simply because of the flurry of activity that was going on in the houseShe was aware that there would be painters touching up the home and paining a banister but not aware of the true number of people in the home performing the serviceWhen we arrived there were teams of people painting walls and performing a final sanding on floors to get the home ready for the customers arrival in the coming daysThe customer requested that we still perform the service because it was the last date they had before they began moving and it needed to be doneShe provided instruction to the contractor lead to allow us to work and not interfere with what we were doingThis service was significantly elongated because we were placed into a position where we had to work around others, when it was outlined that the construction needed to be completed before we arrivedOur team performed excellent work give the conditions they were asked to work inThere was a constant exchange of personnel from one room to another, including construction members who would enter a room that was recently cleaned by my cleaning team. Overall, the service was completed as requested but the customer was not happy upon their arrival because there was dust on items in the homeGiven the sanding that was being performed by the painters and floor finishers after our service was concluded that evening I am not quite surprised that this was an issueThe customer contacted us the next day, after the service was completed with some complaints of dust in the home and on the windowsWe rescheduled my team for touch up service on 7.28.2016, days after initial service, per the customers requestUpon arrival for touch up services the customer had taken care of most of the dust itemsShe pointed out a few additional things specifically a few cabinets that were missed during the serviceThe contractors had cardboard taped to the cabinets in that area and we were asked not to remove it by the contractors so those could not be cleanedMy team took care of those cabinets and a radiator that was overlooked while onsite for the touch upThe customer expressed additional concern with her windows that were now dusty (even though they were cleaned before)I contacted my father, a co-owner of our family business, to go back out to the service location and take care of any window issues (as he performed the initial window cleaning service)During his time onsite he did discuss the condition of the windows, their age, and the fact that they were not part of the renovationThe pain was peeling and disintegrating into a dust which was demonstrated to the customerThe customer also had screens in her storm windows that were not part of the cleaning serviceEach time the wind would blow or anything would touch the screens dust and rust would fall from the screens and attach to the windows.During my fathers visit there was window that was completely overlooked, that window was cleaned to the customers satisfactionAs we cleaned a few other windows to touch up for the customer you could immediately see that there was dust back on the windowsAgain this dust was being caused by factors outside of our control and the scope of the service so it was going to be very challenging to leave the windows in a condition where the customer was fully satisfied.Given the situations described above and below we still truly believe that our team performed exceptional work at this customers home even with the conditions that were beyond our controlWe value our excellent rating with the Revdex.com and we ALWAYS stand behind our 100% satisfaction guarantee for every service and every customerWe made every effort to correct any issues found with this service but occasionally there are environmental factors that are well beyond our teams control that prevent the result that the customers may expectWe are truly sorry for the situation that the customer was in and we appreciate the opportunity to provide feedback on what our team and management personnel observed during this service. Basement Cleaning Service:Initial Date Of Service 6.28.2016Customers contractor also found an issue with this serviceHe described to the customer, who had not been to the house, that we did not clean the pipes, floors, or cobwebsHowever, after my supervisor visited the home on it was determined that he was referring to a storage room/closet in the basement that was not part of the original customers requestThere was also a shelf that was not cleaned in the portion of the basement that we did cleanThe customer originally told our team that that shelf was going to be removed but it was later determined that she was referring to a different shelf that was to be removed and that one will remainMy supervisor did clean the shelf because of the misunderstandingHe also removed some fresh cobwebs over the wash sink before departing from the touch up service.Person hours invested in service: 6.75, not including any travel time (approximately hours round trip for staff members).Service Price: $- Service Work Order Attached "Basement Cleaning - ***.pdf" House Cleaning Service: Initial Date Of Service 7.21.2016, Touch Up Service xvisits (supervisor w/team and owner later visit)Person hours invested in service: 29.25, not including any travel time (approximately hours round trip for staff members).Service Price: $(which includes 10% off initial discount) - Service Work Order Attached "House Cleaning - ***.pdf" Thank you for your time, Joey LambertCo-Owner Lambert Cleaning Service, Inc

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The business did not address the biggest issue - that they did not clean...only dustedAs they acknowledged there were several spaces we had to clean ourselvesAs for the windows they were not properly washed inside or out to begin with...tops and corners were left untouched...streaks on all windows If it was dust and rust as they claim the window would have been evenly dirty, not just the corners and topsTo claim the dirt on the outside of the Windows was due to ongoing construction is impossible as there was no exterior construction We were never 100% satisfied and we made that clear to the owner.
Regards,
*** ***

Our company has reached out to Ms***, we did offer to come back and re-service her carpet and any other concerns she had. *** did relay that she did not want us to come back. We have offered to credit her credit card the full amount. *** and I have come to an
agreement that the charge would be $which is half the price of her service. I have requested by voicemail and also spoke with *** about getting her credit card number reimburse her. As of June 06, I have not heard back from her with the number so we can proceed with closing out the invoice and service. I did remind *** our company has a 100% guarantee and more than willing to do what ever it took to have her be a satisfied customer along with a good feeling about how our company handles concerns. As of June 07, we still have not received a call from Ms*** with her credit card number to credit her account.***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Hi,? I am so very sorry to hear that we have fell short in a customers eyes and that this issue has been escalated to the Revdex.comThis service was really quite challenging for my company because of the timingThe customer engaged our company for different services, a basement cleaning followed
by a move in cleaning service post constructionI have outlined both services below for the Revdex.com so you can have a full view of the customers issueOverall the basement cleaning was performed and no additional complaints were filed but the customer seems to have issue with the house cleaning serviceThis house cleaning service was quite challenging because our team arrived to find contractors still working in the home (approximately of them)We contacted our customer to inform them that we would not be able to complete the service as requested simply because of the flurry of activity that was going on in the houseShe was aware that there would be painters touching up the home and paining a banister but not aware of the true number of people in the home performing the serviceWhen we arrived there were teams of people painting walls and performing a final sanding on floors to get the home ready for the customers arrival in the coming daysThe customer requested that we still perform the service because it was the last date they had before they began moving and it needed to be doneShe provided instruction to the contractor lead to allow us to work and not interfere with what we were doingThis service was significantly elongated because we were placed into a position where we had to work around others, when it was outlined that the construction needed to be completed before we arrivedOur team performed excellent work give the conditions they were asked to work inThere was a constant exchange of personnel from one room to another, including construction members who would enter a room that was recently cleaned by my cleaning team.? Overall, the service was completed as requested but the customer was not happy upon their arrival because there was dust on items in the homeGiven the sanding that was being performed by the painters and floor finishers after our service was concluded that evening I am not quite surprised that this was an issueThe customer contacted us the next day, after the service was completed with some complaints of dust ? in the home and on the windowsWe rescheduled my team for touch up service on 7.28.2016, days after initial service, per the customers requestUpon arrival for touch up services the customer had taken care of most of the dust itemsShe pointed out a few additional things specifically a few cabinets that were missed during the serviceThe contractors had cardboard taped to the cabinets in that area and we were asked not to remove it by the contractors so those could not be cleanedMy team took care of those cabinets and a radiator that was overlooked while onsite for the touch upThe customer expressed additional concern with her windows that were now dusty (even though they were cleaned before)I contacted my father, a co-owner of our family business, to go back out to the service location and take care of any window issues (as he performed the initial window cleaning service)During his time onsite he did discuss the condition of the windows, their age, and the fact that they were not part of the renovationThe pain was peeling and disintegrating into a dust which was demonstrated to the customerThe customer also had screens in her storm windows that were not part of the cleaning serviceEach time the wind would blow or anything would touch the screens dust and rust would fall from the screens and attach to the windows.During my fathers visit there was window that was completely overlooked, that window was cleaned to the customers satisfactionAs we cleaned a few other windows to touch up for the customer you could immediately see that there was dust back on the windowsAgain this dust was being caused by factors outside of our control and the scope of the service so it was going to be very challenging to leave the windows in a condition where the customer was fully satisfied.Given the situations described above and below we still truly believe that our team performed exceptional work at this customers home even with the conditions that were beyond our controlWe value our excellent rating with the Revdex.com and we ALWAYS stand behind our 100% satisfaction guarantee for every service and every customerWe made every effort to correct any issues found with this service but occasionally there are environmental factors that are well beyond our teams control that prevent the result that the customers may expectWe are truly sorry for the situation that the customer was in and we appreciate the opportunity to provide feedback on what our team and management personnel observed during this service.? Basement Cleaning Service:Initial Date Of Service 6.28.2016Customers contractor also found an issue with this serviceHe described to the customer, who had not been to the house, that we did not clean the pipes, floors, or cobwebsHowever, after my supervisor visited the home on it was determined that he was referring to a storage room/closet in the basement that was not part of the original customers requestThere was also a shelf that was not cleaned in the portion of the basement that we did cleanThe customer originally told our team that that shelf was going to be removed but it was later determined that she was referring to a different shelf that was to be removed and that one will remainMy supervisor did clean the shelf because of the misunderstandingHe also removed some fresh cobwebs over the wash sink before departing from the touch up service.Person hours invested in service: 6.75, not including any travel time (approximately hours round trip for staff members).Service Price: $- Service Work Order Attached "Basement Cleaning - ***.pdf"? House Cleaning Service:? Initial Date Of Service 7.21.2016, Touch Up Service xvisits (supervisor w/team and owner later visit)Person hours invested in service: 29.25, not including any travel time (approximately hours round trip for staff members).Service Price: $(which includes 10% off initial discount) - Service Work Order Attached "House Cleaning - ***.pdf"? Thank you for your time,? ? Joey LambertCo-Owner? Lambert Cleaning Service, Inc

Hi Again,I sincerely apologize for any issues experienced during our serviceIt is our goal to provide customers with 100% satisfaction and we do stand behind all of our efforts for this homeWe would be more than happy to provide you with a full refund on the move in cleaning service you received at your home.We do really appreciate the opportunity to service your home and hope that you will give Lambert Cleaning Service a chance to make up for this issue in the future.Joey Lambert

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
The business did not address the biggest issue - that they did not clean...only dustedAs they acknowledged there were several spaces we had to clean ourselvesAs for the windows they were not properly washed inside or out to begin with...tops and corners were left untouched...streaks on all windows? If it was dust and rust as they claim the window would have been evenly dirty, not just the corners and topsTo claim the dirt on the outside of the Windows was due to ongoing construction is impossible as there was no exterior construction? We were never 100% satisfied and we made that clear to the owner.? ?
Regards,
*** ***

Our company has reached out to Ms. [redacted], we did offer to come back and re-service her carpet and any other concerns she had.  [redacted] did relay that she did not want us to come back.  We have offered to credit her credit card the full amount.  [redacted] and I have come to an...

agreement that the charge would be $192.00 which is half the price of her service.  I have requested by voicemail and also spoke with [redacted] about getting her credit card number reimburse her.  As of June 06, 2018 I have not heard back from her with the number so we can proceed with closing out the invoice and service.  I did remind [redacted] our company has a 100% guarantee and more than willing to do what ever it took to have her be a satisfied customer along with a good feeling about how our company handles concerns.  As of June 07, we still have not received a call from Ms. [redacted] with her credit card number to credit her account.[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]