Maid Right of White Plains

Dear ***;PS: I understand that you have spoken with my young colleague [redacted] and that the situation has further changed from the e-mail you wrote below, to which I had begun a responseIt is my understanding that you:• have refused to pay the outstanding balance of $1123• refuse to return the merchandise for which you have NOT YET PAID unless we agree to either pay your postage costs or drive to Vermont and collect it in personPlease return the voice flute IMMEDIATELYOnce we have the recorder in hand we will refund you the balance of the monies which you have paid thus far ($1123) less the cost of the [redacted] alto recorder which you are keeping ($400), the original shipping charge ($48), the cost of repairing the crack it sustained while in your possession ($60) and the return shipping following that initial repair ($38), for a total refund of $1123-$= $577.If you do not return the voice flute, we will consider it stolen and take the appropriate action to recover it[redacted] ***

A two person team spent hours cleaning a three story condo for the customer on December [redacted] overseen by the customer's sister and brother-in-lawFor initial cleans we charge by the hour and the homeowner was only billed for the time the team was thereAntoinette called after the clean and said she felt some things were missedI offered to return the next day and correct anything deficient for freeShe said she would see if a family member could be there the next day to let us in and then she never called backMaid Right has a satisfaction guaranteeFor all customers we will return at no additional charge and fix anything that was missedThis is on our website and a policy we are happy to honorNext Antoinette sent an email to our website which due to an error on the part of our web hosting company came to me two weeks laterIn the email she said that she ended up re-cleaning that apartment herselfI didn't receive the email until Dec24th after I had already spoken on the phone with the customer offering to returnThen in her letter to the Revdex.com she said she hired another company to clean the apartment againThis was despite our offer to return for free and her email saying she cleaned the apartment herself.There was a lot of built up dirt in the apartment and it was obviously a big difficult job that required a significant effortWhile I'm sorry she was not 100% happy with the clean we clearly did a significant amount of cleaning in the man hours the team was thereHer family members were over seeing the job and they were satisfied with the job when the team was there..Our company does terrific work and we get most of our customers through referrals and word of mouthAgain we offered to and would have been happy to go back in December to correct anything she felt wasn't done to her satisfaction

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Thank you. I have written an e-mail response, yesterday, to *** ***, at the von Huene Workshop, after receiving a surprise e-mail from him.Yesterday, I received a phone call from *** ***. I requested that the von Huene Workshop pay the $postage and insurance to return the instrument. On behalf of the business, she refused. She was asking someone in the background, perhaps *** ***, for his inputduring this over-12-minute conversation. Their alternative they came up with: instead of paying the return shipping they said they would drive up here and get the instrument.So, I told them that as soon as I could get to a computer, I'd send them directions. *** *** told me that they'd lost my credit card number,and that was why they didn't make the automatic withdrawal we had agreed upon, months ago. It was misleading to suggest that I "stole" the recorders, simply because they lost my credit card number. I will forward to you my response to *** ***. Many thanks, *** *** (about hours' drive from ***, MA
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# *** and have determined that my complaint has NOT been resolved because:
My family members were not following around the cleaners reminding them of what needed to be cleanedWhen I initially contacted the company and informed them that I needed to have my sister's house - not apartment - cleaned, I advised them that I needed a heavy duty cleaning since cats resided at the house and the guest was asthmaticThe company explained that they would perform a thorough cleaning, i.e., wiping down walls, vacuuming furnishings and carpet, etcNone of that was doneI call that advertisingTo add to this badly performed job, closets with dust were left and not touchedThe topper was that appliances were not even wiped downThe washer and dryer, closets, and one half batch was cleaned by me when I got to the house. As for the company's offer to come and the job, I was under a timeline and they, as expressed to me, were busy but a manager could come at a time NOT convenient to meI immediately contacted another company who could work with my schedule to have the job doneMaid Right should have advised that they only can handle light cleaning especially when I told them that a person's health was at stakeI don't feel that the workers did the job that was promised and that I paid for.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. I received the spring/summer brochure; thank you! I was sad to read about the passing of both *** *** *** and *** *** ***.Please accept my condolences in your time of loss I am also sorry to trouble you with another problem at this time, which is probably difficult enough. I'm writing to express surprise and disappointment in the *** *** voice flute.When I first noticed a crack in it, I immediately assumed it was my fault, and decided I should pay for it. I am sorry that at the time, there was no question, with you, as to whose responsibility this was. Thank you, ***, for repairing this, but the fissure has returned: 1/of the head joint.What's more, over half of the middle joint is also cracked, and upon careful inspection, I noted evidence of repairs (dark glue lines) at the bottom of the middle joint I am sorry that I didn't see this, and even sorrier that no note was made of this (as stated in your e-mail) to any prospective buyer I can send you photographs, if you like. All of the cracks are on the left side, where there is also a "ding", which I did notice when I first unpacked the recorder.It may well be that the recorder was dropped or accidentally whacked on this side. I know I oiled it, and did not play it enough to make these cracks In over years, none of my other recorders have ever cracked in this way. Since both von Huene Workshop and I paid a lot of insurance for the recorder to travel times between ***, MA and ***, VT,is there a chance that the insurance could cover this? I'm not sure I even want this instrument now, as it seems that repairs to it will be only temporary, and it will be impossible for me to recover what I paid for it. I hope you will seriously consider this, and I hope you will find joy in music-making this summer.Thanks for your time and attention.Sincerely,*** ***

On April 15, 2016, we sent Ms. [redacted] two recorders (musical instruments) on 10 day approval. Our shop offers this service to customers who cannot make the trip to [redacted] to try out instruments in person. We sell both new and used instruments; all previously owned recorders are sold on consignment...

and are thoroughly examined and any needed repairs made before being offered for sale. Both the recorders Ms. [redacted] requested were used, one a high end hand-made recorder valued at $1700, the other an older model priced at $400. [redacted] and insurance came to $48 for a total of $2148. It is our policy to make no charge until the customer has decided whether or not to keep the recorders, so no money was charged to her credit card at that time.Ms. [redacted] subsequently discovered a crack in the more expensive of the two instruments before she had committed to purchase it (NB: the instrument did NOT have a crack when it was sent out). She was still interested in purchasing the recorder, so she returned it to us for repair. Shortly after the repaired instrument was sent back to her, I received this e-mail.> I spoke with [redacted] today...I would very much like the recorders,> and would like to pay in 2 monthly installments, if that's OK (With the credit card that I originally provided)>> Does the [redacted] recorder need to be oiled ?>> We had record dry weather last week: lots of static electricity getting in and out of the car, and "no outdoor burn" warnings on the weather radio.> I will really take good care of this recorder, since it has been through so much recently, and costs quite a lot.>> It's great that I don't have to travel anywhere to try out recorders.> Thanks to you and [redacted] and whoever else worked on this project for me.>> I really appreciated the good ideas and service!(We do not normally offer a time payment plan, but I agreed to bill her in two monthly payments). The total amount due for the two recorders, including the repair ($60) and return shipping costs ($38) was $2246; to date, we have billed only half the amount ($1123), as Ms. [redacted] is not happy with her decision and we're trying to come to an agreement.She subsequently discovered what she believes are repairs or cracks in the other instrument, which I cannot verify. I can only say that the recorders are completely examined when received for resale and that we make note of any defects or potential problems. As we had only billed about half the amount due, I offered in an email dated May 20:> I note that we have billed you thus far for only half of the amount of the [redacted] & voice flute. If you wish to return the [redacted], we would be happy to accept it back for a full refund.As a rule, woodwind makers never offer a guarantee against cracking. No matter how careful a maker is, dry weather, rapid changes of temperature/humidity, careless handling, etc. can all conspire to cause even what appears to be a stable piece of wood to crack. We are happy to repair these problems, but cannot afford to do so without compensation for our time and work.We would be more than happy to refund Ms. [redacted] $977, the total amount that she has already been billed less the cost of the repair ($60) and the initial (April 15 - $48) and return (May 3 - $38) postage charges, once we have received the two recorders back. Please note that to date we have been paid for only half the total owed. I have made this offer by e-mail and tried unsuccessfully to reach her by telephone (neither of the phone numbers I have for her will accept a voice mail message).Sincerely,[redacted]

Dear [redacted];PS: I understand that you have spoken with my young colleague [redacted] and that the situation has further changed from the e-mail you wrote below, to which I had begun a response. It is my understanding that you:• have refused to pay the outstanding balance of $1123• refuse to return the merchandise for which you have NOT YET PAID unless we agree to either pay your postage costs or drive to Vermont and collect it in personPlease return the voice flute IMMEDIATELY. Once we have the recorder in hand we will refund you the balance of the monies which you have paid thus far ($1123) less the cost of the [redacted] alto recorder which you are keeping ($400), the original shipping charge ($48), the cost of repairing the crack it sustained while in your possession ($60) and the return shipping following that initial repair ($38), for a total refund of $1123-$546 = $577.If you do not return the voice flute, we will consider it stolen and take the appropriate action to recover it.[redacted]

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[I believe the matter has been settled, after a long and contentious 'phone conversation with [redacted], who had done the initial small $60 repair to the headjoint of the instrument.  On August 30th, when I called him, he agreed to accept $843 from me to close the sale, and demanded that the cheque be there for him within this week.  I expect they got it today, by certified mail.  This represents the $1123 which they said I owe, less the cost of 2 repairs and 2 2-way insured mailings to and from this workshop.(The first repair, which didn't hold, cost me a total of $140: $60 for the repair, plus $40 each way for postage and insurance.)It's a shame that this couldn't have ended in a more transparent and respectful way.  Much of the surprising information  I read about what I have done, and when I have done it appears to be inaccurate.  I also disagree with what they said they asked me, or told me.More's the pity!If I were in customer service, I certainly would not behave in this way.Thanks, Revdex.com, for trying to intervene.[redacted] and [redacted] have declared that they will never do business with me again, and that's fine by me!Thanks to all for efforts to settle this.Sincerely, [redacted] 
Regards,
[redacted]

Dear Sirs;Although this letter is dated 8/29, we received it today, having responded to Ms. [redacted]'s rebuttal ([redacted] ([redacted]) yesterday.This is the text of the initial e-mail Ms. [redacted] sent on July 14, 2016 regarding one of the instruments which we initially sent her to try out in late April and which she agreed to purchase on May 20, 2016. We received no indication from Ms. [redacted] that she was dissatisfied with the merchandise until nearly 2 months later, at which time I was teaching at a workshop out of state. I e-mailed back to say that we couldn't properly respond until I returned to the workshop at least a week later; 11 days after this e-mail, she filed her initial complaint with the Revdex.com.It is still unclear if Ms. [redacted] is contending that the 'cracks' and 'ding' happened in shipping - I have assured her that the instrument was in good condition when it was packed for return to her. Throughout the course of this dispute, Ms. [redacted] has made unsubstantiated allegations about the condition of the merchandise. She refused to return the recorders to us to evaluate. She offered to provide photographs, but never did so. Because we need to settle the account so we can pay the owners of these recorders, [redacted] eventually agreed to cover the initial repair and shipping costs, plus an equal amount to which Ms. [redacted] seemed to feel she was somehow entitled. I do not feel this is a fair and equitable solution (we will NET about $145 on this sale, having spent many times that small amount), but we cannot afford to waste more time and resources trying to please a customer who will never be happy.Today (September 1, 2016) we received finally a check from Ms. [redacted] in the amount that she negotiated with [redacted]. I hope that we can consider this matter closed.Sincerely,[redacted]

A two person team spent 5 hours cleaning a three story condo for the customer on December [redacted] overseen by the customer's sister and brother-in-law. For initial cleans we charge by the hour and the homeowner was only billed for the time the team was there. Antoinette called after the clean and said...

she felt some things were missed. I offered to return the next day and correct anything deficient for free. She said she would see if a family member could be there the next day to let us in and then she never called back. Maid Right has a satisfaction guarantee. For all customers we will return at no additional charge and fix anything that was missed. This is on our website and a policy we are happy to honor. Next Antoinette sent an email to our website which due to an error on the part of our web hosting company came to me two weeks later. In the email she said that she ended up re-cleaning that apartment herself. I didn't receive the email until Dec. 24th after I had already spoken on the phone with the customer offering to return. Then in her letter to the Revdex.com she said she hired another company to clean the apartment again. This was despite our offer to return for free and her email saying she cleaned the apartment herself.There was a lot of built up dirt in the apartment and it was obviously a big difficult job that required a significant effort. While I'm sorry she was not 100% happy with the clean we clearly did a significant amount of cleaning in the 10 man hours the team was there. Her family members were over seeing the job and they were satisfied with the job when the team was there..Our company does terrific work and we get most of our customers through referrals and word of mouth. Again we offered to and would have been happy to go back in December to correct anything she felt wasn't done to her satisfaction.