M&WR Cleaning Contractors

In response to the complaint filed under ID [redacted] on 10/25/16The first day of service was on June 5th of Everything was fine up until one year into the cleaningWhich I find very strange! In the years M&WR Cleaning Contractors has been in business, we have never had so many incidents happen in such a short period of time in the same houseAs accidents do happen and we pay to repair those which were done by our staff, never have we had so many accidents in a one month time span in one houseJuly of is when we started to be accused of items being damaged in the homeI gave the benefit of the doubt about the knob to the stoveWe purchased and replaced thatThe jewelry box (which is the size of a ring box) was not replaced due to the fact the client stated “it’s ok, you don’t have to worry about this.” We offered to try and find one to replace it with or to glue the bow we were being accused of breaking off the ring box, but the offer was declinedI do not feel it is fair this is being brought up when we were told to “not worry about it”! The hanging mirror in the bathroom was not broken, but the hanging wire and D ring were bentThis caused the mirror to lean forward and stick out from the wall instead of being up against the wall as it shouldAs I explained, when cleaning an object hanging from the wall, one will never pull it towards themIt’s actually quit oppositeYou place one hand on the frame and with the other apply pressure to clean it in an up and down or side to side motionFor this reason we did refuse to repair or replace it since we did not feel our staff caused the damage to mirror as there is also no evidence our staff did itThere is also no evidence our staff caused the damage to the kitchen countertopI personally went to take a look at the countertop, and as I said that day, it did not appear the scratches were caused by cleaningAgain, I gave the benefit of the doubt and said I would look into trying to find out if they could be buffed outHowever, I would need to know what kind of surface it wasThe client didn’t think this was an important factor and just wanted the countertop fixedHowever, it is very important to know what kind of surface is to be buffed since there are different buffing pads for different surfacesIt took a couple of weeks for the client to figure out what kind of surface it wasAfter we obtained the information we needed we started our investigation processCould the scratches be buffed out yesDid we cause the scratches noWe backed up our opinion with actual countertop specialist, and didn’t go by just our years of business experienceWe were told the countertop was purchased at [redacted] ***That is the first vendor we contacted since it’s always best to go the place of purchase [redacted] asked for pictures, and pictures were sent by the client to us [redacted] stated from the pictures sent to them they found it very hard to believe a cleaning crew could cause those types of scratchesWe decided to ask around moreWe contacted [redacted] and [redacted] They requested the same thing [redacted] did; pictures of the damage and type of surface it isThey too said the same thing; this could not have been done just by cleaningAll three vendors stated a sponge and/or brillo pad being used with abrasive cleaner would not leave that type of damageTheir opinions were someone used a sharp object; like a knife and cut directly on the counter without any protectionSo in other words, a cutting board was not used in the process of cutting something [redacted] actually offered to personally look at countertop and speak with the client directlyThis was declined since I offered to schedule an appointment, but was never asked toI was only asked if he came out if we were going to pay to repair or replace the counter topFinally, since all stated the same thing in what likely happened, we decided we were not going to repair/replace the countertopAll of this was emailed to the clientI again find it very odd [redacted] ***’s offer to go and take a look with his own eyes was not taken! I do not think it is fair to put blame on someone or a company for something they did not doEspecially when there is no evidence! We did our part to investigate if these scratches could have been done by cleaning, and we were told noWe already knew our cleaners did not do it since they do not carry any sharp objects and clean kitchen countertops with a sponge, dish soap, and a disinfectant sprayWe just needed time to obtain the proof from countertop professionals we could have not caused those types of scratches to the countertopRegards, Carla R [redacted]

My reply to the response of complaint ID [redacted] which was submitted on 11/03/to the Revdex.com.The reason we have rejected to claim responsibility to the damage of the kitchen countertop is because you cannot be 100% positive we caused the damageYou have no evidence my staff caused that damageCleaning companies are always the first to get blamed for any lost, damaged, or broken item in a houseThis is why we ask for opinions of others when we are being held responsible of damaged propertyThere are many people who try to take advantage of small businesses and ruin their reputation! In the end making these companies pay for something which was not their doing to avoid the, “I’ll report you to the Revdex.com and Angie’s List” from happeningAccording to my staff the bathroom mirror was in the position as they found it when they finished cleaning the bathroom against the wallIf you have ever cleaned a hanging object you very well know you do not pull it towards you to cleanNot to mention the mirror is not broken eitherI didn’t see any broken glass in the pictures you sentThe D ring was bentTherefore, the mirror is still in working order, just not up against the wallThe fact you did not want to schedule [redacted] is very suspicious to meYou are correct when you say I was not going to pay for any repair the countertop specialist offered youYou are also unaware each vendor has a $non-refundable deposit just to look at the countertop [redacted] offered his services to us (you) free of charge due to his certainty we did not cause those scratchesFurthermore, why you wouldn’t want a countertop specialist explain to you what could have happened is beyond me! Additionally, if you’re so certain this was done by my staff, why haven’t you attained an opinion from another vendor on your own to prove what you think happened?Finally, when my staff is being held accountable for damaging personal property, I must investigate all the “what if’s”This process takes timeWhen I am being asked to pay thousands of dollars to repair/replace something, I am going to conduct a thorough investigationI contacted different countertop specialists, one of which was where the countertop was purchasedWhen all took a look at the same picture you sent and when all coincide in opinion, then it proves to me my staff did not cause the damage We are not going to offer any resolution to the situation due the fact you have no evidence my staff did itCarla R [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because it is not a resolution It's a repeated denial of responsibility The evidence that I have that your employees caused this damage is the fact that items were damaged in my house on the days your employees were in my house. Upon firing your company, there has been no additional damage to my house. It is beyond a coincidence that the incidents of damage only occurred on the days your employees were in my houseWhile I don’t have video cameras in every room of my house so I can show you exactly how your employees caused this damage, I would expect any respectable business to make amends for damage caused during their services Regards,
*** ***

My reply to the response of complaint ID [redacted] which was submitted on 11/03/16 to the Revdex.com.The reason we have rejected to claim responsibility to the damage of the kitchen countertop is because you cannot be 100% positive we caused the damage. You have no evidence my staff caused that damage. Cleaning companies are always the first to get blamed for any lost, damaged, or broken item in a house. This is why we ask for opinions of others when we are being held responsible of damaged property. There are many people who try to take advantage of small businesses and ruin their reputation! In the end making these companies pay for something which was not their doing to avoid the, “I’ll report you to the Revdex.com and Angie’s List” from happening. According to my staff the bathroom mirror was in the position as they found it when they finished cleaning the bathroom… against the wall. If you have ever cleaned a hanging object you very well know you do not pull it towards you to clean. Not to mention the mirror is not broken either. I didn’t see any broken glass in the pictures you sent. The D ring was bent. Therefore, the mirror is still in working order, just not up against the wall. The fact you did not want to schedule [redacted] is very suspicious to me. You are correct when you say I was not going to pay for any repair the countertop specialist offered you. You are also unaware each vendor has a $300.00 non-refundable deposit just to look at the countertop. [redacted] offered his services to us (you) free of charge due to his certainty we did not cause those scratches. Furthermore, why you wouldn’t want a countertop specialist explain to you what could have happened is beyond me! Additionally, if you’re so certain this was done by my staff, why haven’t you attained an opinion from another vendor on your own to prove what you think happened?Finally, when my staff is being held accountable for damaging personal property, I must investigate all the “what if’s”. This process takes time. When I am being asked to pay thousands of dollars to repair/replace something, I am going to conduct a thorough investigation. I contacted 3 different countertop specialists, one of which was where the countertop was purchased. When all 3 took a look at the same picture you sent and when all 3 coincide in opinion, then it proves to me my staff did not cause the damage.  We are not going to offer any resolution to the situation due the fact you have no evidence my staff did it. Carla R[redacted]

In response to the complaint filed under ID [redacted] on 10/25/16The first day of service was on June 5th of 2015. Everything was fine up until one year into the cleaning. Which I find very strange! In the 26 years M&WR Cleaning Contractors has been in business, we have never had so many...

incidents happen in such a short period of time in the same house. As accidents do happen and we pay to repair those which were done by our staff, never have we had so many accidents in a one month time span in one house. July of 2016 is when we started to be accused of items being damaged in the home. I gave the benefit of the doubt about the knob to the stove. We purchased and replaced that. The jewelry box (which is the size of a ring box) was not replaced due to the fact the client stated “it’s ok, you don’t have to worry about this.” We offered to try and find one to replace it with or to glue the bow we were being accused of breaking off the ring box, but the offer was declined. I do not feel it is fair this is being brought up when we were told to “not worry about it”! The hanging mirror in the bathroom was not broken, but the hanging wire and D ring were bent. This caused the mirror to lean forward and stick out from the wall instead of being up against the wall as it should. As I explained, when cleaning an object hanging from the wall, one will never pull it towards them. It’s actually quit opposite. You place one hand on the frame and with the other apply pressure to clean it in an up and down or side to side motion. For this reason we did refuse to repair or replace it since we did not feel our staff caused the damage to mirror as there is also no evidence our staff did it. There is also no evidence our staff caused the damage to the kitchen countertop. I personally went to take a look at the countertop, and as I said that day, it did not appear the scratches were caused by cleaning. Again, I gave the benefit of the doubt and said I would look into trying to find out if they could be buffed out. However, I would need to know what kind of surface it was. The client didn’t think this was an important factor and just wanted the countertop fixed. However, it is very important to know what kind of surface is to be buffed since there are different buffing pads for different surfaces. It took a couple of weeks for the client to figure out what kind of surface it was. After we obtained the information we needed we started our investigation process. Could the scratches be buffed out…yes. Did we cause the scratches…no. We backed up our opinion with actual countertop specialist, and didn’t go by just our 26 years of business experience. We were told the countertop was purchased at [redacted]. That is the first vendor we contacted since it’s always best to go the place of purchase. [redacted] asked for pictures, and pictures were sent by the client to us. [redacted] stated from the pictures sent to them they found it very hard to believe a cleaning crew could cause those types of  scratches. We decided to ask around more. We contacted [redacted] and [redacted]. They requested the same thing [redacted] did; pictures of the damage and type of surface it is. They too said the same thing; this could not have been done just by cleaning. All three vendors stated a sponge and/or brillo pad being used with abrasive cleaner would not leave that type of damage. Their opinions were someone used a sharp object; like a knife and cut directly on the counter without any protection. So in other words, a cutting board was not used in the process of cutting something. [redacted] actually offered to personally look at countertop and speak with the client directly. This was declined since I offered to schedule an appointment, but was never asked to. I was only asked if he came out if we were going to pay to repair or replace the counter top. Finally, since all 3 stated the same thing in what likely happened, we decided we were not going to repair/replace the countertop. All of this was emailed to the client. I again find it very odd [redacted]’s offer to go and take a look with his own eyes was not taken! I do not think it is fair to put blame on someone or a company for something they did not do. Especially when there is no evidence! We did our part to investigate if these scratches could have been done by cleaning, and we were told no. We already knew our cleaners did not do it since they do not carry any sharp objects and clean kitchen countertops with a sponge, dish soap, and a disinfectant spray. We just needed time to obtain the proof from countertop professionals we could have not caused those types of scratches to the countertop. Regards, Carla R[redacted]