Marina Maids

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COMPANY INFORMATION:
Marina Maids Inc*** *** *** *** ***
Springfield VA ***
PH ###-###-####
Email. [email protected]
WWW www.marinamaids.net
Dispute ID: ***
Response to the complaint made by a one time customerOn 9/24/a customer (***) called and asked about carpet cleaning details and prices, she was answered and was desperate to have it done the same dayWe, do not usually do same day service, but the employee acceptedSince it was already 4pm when she made the call, we planned to send the carpet cleaner as soon as he had his gear ready in the vehicleOur employee (Moe), arrived at the address where the service was to be done, the machine was cleanThe customer (Moe said), was very nice and showed him where areas are that needed extra attention, she left him to do his work.
Moe finished the upstairs and moved to the middle and then to the lower level (basement), he said the lower level was so dirty, and it had a kind of smell, but he did his job, and cleaned itThis was not the first Time we encounter a dirty home, after years of servicing the carpets of many customers, it was not odd.
Before Moe finished the lower level, customer *** came down to say (what is that smell, it is disgusting) so by the tone of the customers' voice, it made the employee feel so bad, like HE had that smell, but he explained to her that it was from the dirty carpet, and that the machine has no smell, because when he came in, the machine was clean, meaning machine was cleaned before this customers' homeShe kept on complaining about the carpet smell, so Moe told her that he will be more than happy to the lower level if it persists after that dayIt was a long day for Moe to do the cleaning after hours, but he asked for the payment and she said she does not have a check, or cash, so she would like to pay by CC, Moe told her that it was fine, and asked her to get the number of the card, she asked for an invoice by raising her voice and telling him that she works for the government and is not allowed to give out CC numbers to anyoneMoe told her that it was safe and okay, because this company works on reputation and can not abuse the information we have of customersShe replied to him that she has no cash and that she has company, so she can't go to the bank, she has companyHe replied with, that is not a problem, I will wait in the car for you, until the company leaves, after a while, she comes with the cash.
Customer sent an email, and was replied to and in a very apologetic manor asked to give some time for it to dry, and that if it did not, we will definitely send someone backShe called times wanting to speak to a manager or the owner, but no one was available, and was told that a manager will call herIn days she was contacted by the manager, ( Miral )Miral listened as *** explained what the issue was and what had happened between Moe and herselfMiral asked *** if there was a smell from the machine or the employee when he came in the door, her answer was NO, she told *** that she needs to speak to Moe and hear the other side of the storyMarina Maids has been using Moe for over years, and *** we have known for one dayMiral was told that Moe had a very bad attitude and that he was yelling at her all the time, and she was very calm and talked in a monotone wayThat was not the truth, we don't have a way of knowing the truth, but we do have faith in our employee.
***, we think, wants to get her money back, but the work was done on her home, top level, middle, and lower level, no one works for free, and to get the money back or get her carpets changed, is a bit out of the questionHer home was dirty, and smelly alreadyThe cleaning of it let that surfaceIn closing, we still thank her for her business, and hopefully, it will not end in courts or replacementIt was just equal miscommunicationsThank you,
Respectfully
Miral M***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I trusted that Miral would speak the truth on the situation and the conversation we had.I take pride in my home and I have THREE other witnesses to testify the cleanliness of my home and the tone and attitude of the employee. I also have pictures to show how the home was kept before MOE came out to clean the carpets. My pictures will stand up in court as I HAD to take them once the person staying in my basement departed.  Because of the special pricing Marina Maids were honoring, I decided to take advantage of the FOUR  areas of cleaning as my initial need was of one area (basement).  And just to be clear, my carpet and pads was replaced two years ago...I have the [redacted] receipt for it. Not once did I mention to Moe that I was a government employee. I stated to him that I had worked retail/ customer service before and that his attitude and tone was NOT the right way to treat a paying customer. A week later (after my SECOND complaint letter) Miral reached out to me asking for me to call her. When I tried to call Miral, from my work phone, my calls wouldn't go through so Miral had to called me. She explained that her phone wouldn't except blocked numbers and I then told her that my phone was blocked because it was a government line. So, Miral did not tell the truth, ONCE AGAIN, about that conversation because I never told this information to Moe. I was very nice to Moe even though he gave the impression that he did not want to do the work. When I had any questions I asked him. I was not mean to him nor gave any attitude towards him. He got upset that I asked him many questions. As I told Miral, I was concerned for the smell and I asked Moe about it. Its my home and if I think somethng isnt right I have the right to ask and/or address it.As far as my credit card, I asked before Moe did the work if he took credit cards. He replied YES. After the job was completed, Moe asked for payment and I asked for an invoice and credit card machine. Moe stated that he will write the numbers on my credit card down and email me the invoice. When he stated that he did not have a neither, I told him that I did not feel comfortable with handing him my credit card number.  I shouldn't have paid for the sloppy service but It was the RIGHT thing for me to do. I decided to give him a personal check from my mothers account and made note to contact the company later to explain my concerns and treatment from the employee. I didnt intend on getting my money back, I wanted the company to know about the treatment I received from their employee. I now understand that Miral and Moe both run the company. She explained that she has five children. So the $135 I paid for service may be much needed. If I could get my money back for the crappy job and service I received from this company I will. But its the principal of the matter.I cant believe Miral turned this whole story into a lie. Miral has lied for her spouse (??)/employee. NO ONE  with this company has asked me to come out to REDO anything. Miral said she would contact me in a few days after we spoke to figure out the next step but again a lie. Haven't heard from her at all. I was very disappointed with the job and the attitude of the employee and now of the lies from Miral. $135 for a SMELLY job and a bad attitude employee is bad business. I have since had my carpets redone by a replicable company. A company who values customer service even if the price was more expensive. The same carpets were cleaned and there was NO ODOR at all.  Marina Maids company doesnt have integrity, trust , or honesty. This is not how PAYING customers should be treated. It would be nice to get my $135 back for the way I was treated by Moe and NOW by Miral. I understand now that the Integrity of this company isn't a priority.  This company can not go around treating customers like this. This is
like robbery. I work hard for my money and if Im the customer and need a
service, that company should treat the customer with respect. If respect
isn't given, the company should not benefit off of bad behavior. This dispute may just have to be solved in a court or law.
Regards,
[redacted]

10/13/2015COMPANY INFORMATION:Marina Maids Inc.[redacted]Springfield VA [redacted]PH ###-###-####Email. [email protected].  www.marinamaids.net Dispute ID: [redacted]Response to the complaint made by a one time customer.On 9/24/15 a customer ([redacted]) called and...

asked about carpet cleaning details and prices, she was answered and was desperate to have it done the same day. We, do not usually do same day service, but the employee accepted. Since it was already 4pm when she made the call, we planned to send the carpet cleaner as soon as he had his gear ready in the vehicle.Our employee (Moe), arrived at the address where the service was to be done, the machine was clean. The customer (Moe said), was very nice and showed him where areas are that needed extra attention, she left him to do his work. Moe finished the upstairs and moved to the middle and then to the lower level (basement), he said the lower level was so dirty, and it had a kind of smell, but he did his job, and cleaned it. This was not the first Time we encounter a dirty home, after years of servicing the carpets of many customers,  it was not odd. Before Moe finished the lower level, customer [redacted] came down to say (what is that smell, it is disgusting) so by the tone of the customers' voice, it made the employee feel so bad, like HE had that smell, but he explained to her that it was from the dirty carpet, and that the machine has no smell, because when he came in, the machine was clean, meaning machine was cleaned before this customers' home.She kept on complaining about the carpet smell, so Moe told her that he will be more than happy to re-do the lower level if it persists after that day. It was a long day for Moe to do the cleaning after hours, but he asked for the payment and she said she does not have a check, or cash, so she would like to pay by CC, Moe told her that it was fine, and asked her to get the number of the card, she asked for an invoice by raising her voice and telling him that she works for the government and is not allowed to give out CC numbers to anyone. Moe told her that it was safe and okay, because this company works on reputation and can not abuse the information we have of customers.She replied to him that she has no cash and that she has company, so she can't go to the bank, she has company. He replied with, that is not a problem, I will wait in the car for you, until the company leaves, after a while, she comes with the cash. Customer sent an email, and was replied to and in a very apologetic manor asked to give some time for it to dry, and that if it did not, we will definitely send someone back.She called 2 times wanting to speak to a manager or the owner, but no one was available, and was told that a manager will call her. In 2 days she was contacted by the manager, ( Miral ). Miral listened as [redacted] explained what the issue was and what had happened between Moe and herself. Miral asked [redacted] if there was a smell from the machine or the employee when he came in the door, her answer was NO, she told [redacted] that she needs to speak to Moe and hear the other side of the story. Marina Maids has been using Moe for over 10 years, and [redacted] we have known for one day.Miral was told that Moe had a very bad attitude and that he was yelling at her all the time, and she was very calm and talked in a monotone way. That was not the truth, we don't have a way of knowing the truth, but we do have faith in our employee. [redacted], we think, wants to get her money back, but the work was done on her home, top level, middle, and lower level, no one works for free, and to get the money back or get her carpets changed, is a bit out of the question. Her home was dirty, and smelly already. The cleaning of it let that surface.In closing, we still thank her for her business, and hopefully, it will not end in courts or replacement. It was just equal miscommunications.Thank you,RespectfullyMiral M[redacted]