Initial Business Response /* (1000, 6, 2015/10/29) */
This is a case that should have been dealt with much quicker on our partThe initial compaint was not processed in a timely fashion due to our internal misfiling and problems with the customer escalatedWe have since contacted the customer and
resolved the issue with the refund that was requestedOur usual method of dealing with issues is to deal with them within hours
Initial Consumer Rebuttal /* (2000, 8, 2015/11/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been told by the company that I will be given a refund, but have not yet received it
Thank you
Hello,Thank you for the opportunity to respondWe cleaned Ms. [redacted]'s home for about 5 months and considered her to be a good customer. We had a regular cleaner that cleaned her home for a long time but had to replace that cleaner when she left our employ. We sent out other cleaners and Ms. [redacted]...
[redacted] was not satisfied. On one occasion we offered to do an extra hour of cleaning the next time we went out because we recognized that the clean was not up to our standards. We actually did 1.5 hours of cleaning that we did not bill for. Ms. [redacted] liked the first lady we had but did not seem to like the subsequent cleaners. We did send some newer cleaners looking for the right fit but I assure you all our staff are fully trained prior to be sent to a customers home. Like I said before we did consider Ms. [redacted] to be a good customer that is why her account was allowed to get a bit behind but we did expect her to pay it. When we recently asked for payment Ms. [redacted] got angry with us and started this complaint process. As far as the inconsistent times, our policy is not to give firm arrival times. We offer two time "windows". We arrive between 9-1 or 11-3. We do try to accommodate our clients as best we can but we can not meet rigid time schedules. We are not happy that we could not satisfy Ms. [redacted] but as she did continue to use our service we do expect to get paid. She had paid us in the past and was familiar with our rates. Thank you.
Initial Business Response /* (1000, 6, 2015/10/29) */
This is a case that should have been dealt with much quicker on our partThe initial compaint was not processed in a timely fashion due to our internal misfiling and problems with the customer escalatedWe have since contacted the customer and
resolved the issue with the refund that was requestedOur usual method of dealing with issues is to deal with them within hours
Initial Consumer Rebuttal /* (2000, 8, 2015/11/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been told by the company that I will be given a refund, but have not yet received it
Thank you
Hello,Thank you for the opportunity to respondWe cleaned Ms. [redacted]'s home for about 5 months and considered her to be a good customer. We had a regular cleaner that cleaned her home for a long time but had to replace that cleaner when she left our employ. We sent out other cleaners and Ms. [redacted]...
[redacted] was not satisfied. On one occasion we offered to do an extra hour of cleaning the next time we went out because we recognized that the clean was not up to our standards. We actually did 1.5 hours of cleaning that we did not bill for. Ms. [redacted] liked the first lady we had but did not seem to like the subsequent cleaners. We did send some newer cleaners looking for the right fit but I assure you all our staff are fully trained prior to be sent to a customers home. Like I said before we did consider Ms. [redacted] to be a good customer that is why her account was allowed to get a bit behind but we did expect her to pay it. When we recently asked for payment Ms. [redacted] got angry with us and started this complaint process. As far as the inconsistent times, our policy is not to give firm arrival times. We offer two time "windows". We arrive between 9-1 or 11-3. We do try to accommodate our clients as best we can but we can not meet rigid time schedules. We are not happy that we could not satisfy Ms. [redacted] but as she did continue to use our service we do expect to get paid. She had paid us in the past and was familiar with our rates. Thank you.