Magik Touch Cleaning Reviews (%countItem)
Magik Touch Cleaning Rating
Address: 8857 Victoria Street, Metcalfe, Ontario, Canada, K0A 2P0
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On 10 December 2018, Magik Touch Cleaning was engaged to perform a residential cleaning for 3.5 hours, starting at 9:00AM. The amount of $130 was paid in full by e-transfer on 9 December. At 2:07PM, I received an email from the owner, ***, stating that the cleaner was not able to find the key that had been left in the designated area. I replied indicating that the key was in the usual place, and *** replied stating that the cleaner must have missed the key. *** offered to reschedule the cleaning for the morning of 11 December, which I accepted. I indicated that the door would be left unlocked to facilitate entry, and I left the door unlocked on 11 December.
At 12:00PM on 11 December, the cleaner had still not arrived. I emailed *** to inquire, and *** replied that the cleaner was having issues with both her vehicle and her phone. *** apologized for the inconvenience and wrote in an email on 11 December at 1:11PM "If you'd like your money back I can send it back to you no problem or you can reschedule if that's what you want to do." I replied requesting the refund that had been offered, and *** replied on 17 December stating "I've given the info to my bookkeeper. December is a very busy month, we are doing the best we can and will have it refunded as soon as we can."
On 10 January 2019, I emailed *** to inquire as to the status of the refund and received the following reply: "Unfortunately I have been informed that we cannot issue a refund. Marie (the cleaner) also went to your home to do your cleaning once payment had been made and no access was granted to her. In these cases we usually charge client an hour for cleaners time and you were not charged for this. However I myself can come and fulfill the cleaning. Please let me know how you would like to proceed." At no point previously in any of the emails had the one hour charge been mentioned. I offered to accept a $100 refund as a compromise ($130-1 hour) but *** refused.
Product_Or_Service: Cleaning
Initial Business Response /(1000, 11, 2019/02/04) */
I am responding to a complaint made by a past client - ***.
I'd like to mention that not ever once in my career have I or any cleaner have had a single complaint against our company.
I am a small personable company based out of the east end of Ottawa and take great pride in making sure our clients receive quality and friendly services based on individual needs.
In regards to this specific complaint - *** was a regular client. She had specific requests other than the regular cleaning which were fulfilled successfully each cleaning by our cleaner ***. No complaints were ever made.
*** was scheduled to go in for the cleaning (key was usually left under a bin outside for ***) the key was not left at it usually was. *** then had to leave. I had to pay *** an hour anyways for her wasted time. In these cases we usually charge client an hour for cleaners time. I did not charge or even mention this to *** as I'm sure it was an honest mistake to forget the key.
Going forward the cleaning was rescheduled and due to unfortunate events our cleaner *** had to reschedule.
I understood this was last minute and gave *** any option of any day she'd like to reschedule too. She declined and wished to cancel.
She had already paid previous through email transfer.
*** asked for a refund (which we don't do) I did tell her I would give her info to the book keeper and get a her a refund (this was a mistake on my part) as her mistake eith forgettjng the key - we all make mistakes. This was obviously not done on purpose. This was happening right around the holidays and things were very hectic and I spoke before thinking.
I emailed *** back after finally speaking to my book keeper after the holidays and being Reminded that we do not issue refunds. I also offered *** several times to fulfil the service as paid for (I offered to free up a day in my schedule to go in myself to do the cleaning and ensure everything went smoothly and that she still received her services)
She declined several times and was being "difficult" to deal with.
I feel like I handled the situation well considering circumstances. I admit my mistake and did apologize sincerely for this but her service was never denied to her.
I'd also like to mention she did not once offer to have $100 of the $130 refunded as she claims.
Kindest regards,
Initial Consumer Rebuttal /(3000, 13, 2019/02/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have I have uploaded to Revdex.com the entire history of email exchanges between myself and the busienss, which clearly show that I had offered to accept $100 to take into account the one hour fee as a goodwill gesture. There is zero room for misinterpretation as all exchanges were by email and I have uploaded all the exchanges to Revdex.com.
***'s assertions of me asking for additional services are incorrect. The only thing that had previously been asked for was for more attention to be paid to the floors since they had not been thoroughly cleaned for one appointment.
Since *** had offered me a refund, which I accepted, she should honor her offer and provide the refund. I have now hired a different cleaning service so a reschedule no longer meets my needs.