National Dusters

The customer purchased a one time cleaning through another website called Thumbtack Please see the attached quote sent to the customer on 5/9/ The quote clearly states that the service purchased is for an amount of time and not by taskIt also states it is the customers responsibility to review the work to make sure everything they need done is completed

I contracted with this business to clean my houseI recv'da quote of $ for people for manhours apiece Cleaners arrived late, didn't do a very good jobI wanted one downstairs cleaning and the other upstairs, then, to join together if one was not finished They both worked upstairs for hours and informed me that they did not even start downstairs and did I want them to finish Of course, I said, that's why they are here When they did finish, I was informed that I didn't have to pay them as the manager had my card # (a precursor to making an appointment) and he would send me an invoice The invoice arrived via email with a charge of !!!!! After talking with the manager, he told me that the extra time was charged for finishing the work I hired them to do in hours, but, took man-hours !! I informed him that they were supposed to split up and work independently and join later when the downstairs was done He told me to read the policy as it states that he charges $per man-hour and that I was obligated to pay it and he charged my debit card with those chargesI searched for this policy he referred to, but, to no avail Then I explained that they spent all their time upstairs and still did not make the bed properly (not tucking in of sheet, blanket was left off), master bath toilet was not cleaned, stickiness on tile floor, there were water spots left on the wooden kitchen floor after moppingI then told him that the work was far below expectations even for the original $00, never mind the $ I may seek litigation after talking with attorney

Cleaner came into my home, damaged my hardwood floor while cleaning a room, and lied about doing so Her manager accused my husband and me of lying
The problem happened on 3/7/ While cleaning the floor in our office, the worker from National Dusters, while moving furniture, put a deep, long scratch into our new hardwood floor Our home is newly built (Oct 2016) and is in pristine condition from top to bottom As soon as we returned home both my husband and I immediately noticed the scratch I e-mailed the customer service manager (Jason ***) letting him know what happened He sent me an e-mail the next day (3/8/16) that read:
"I spoke with my crew lead this morningShe noticed the scratch on the floor when she first entered the office to clean it yesterdayThis is not something we are responsible for."
This is simply false I called the customer service manager as soon as I received his e-mail and he said "I am not going to argue with you I believe my workerW

This company cleaned my carpetThey bought out the company I used last year and expected the same results: a clean carpet Not so with my cleaning from National Dusters It was a poor jobThey offered to come and redo it, but is doing the same thing again going to improve the results? No!

The customer's statements are trueWe did provide service and we did break his vacuum during the service and we agreed to pay for it It is my understanding that a check was mailed out but not received The customer contacted me through amazon and informed me he had still not received
the check I forwarded the information to the owner of the company and told him to cancel the check and send another one I will be meeting with him again today to discuss the issueHe will be checking our bank records to see if the check was cashedIf it was not- we will send out another check for the amount due

We have this service out to our house multiple times, and twice now they have left without doing a proper jobThe first time, we asked to have the house re-cleaned, but the second time was worse and we decided to ask for a refund and a termination of serviceThey have refused to do soIn addition, this is the second time they have damaged out houseThe first time, in an effort to clean the shower, they removed around three inches of caulking/sealant from the showerI let that one goThis time, they used a something abrasive to clean the front part of the stove and you can see scratch marks all over it now

I will address the current issue only in this response as the other incident occurred months ago and is not relevant as we were not informed that the re-service we provided was not adequate The customer emailed me requesting a full refundWe offered to send a crew lead back with another crew
member to fix the items mentioned in the customers email Since the customer also says we damaged an item in the home we also needed to come to the home to investigate and come up with a solution if our crew was at fault The customer refused and will not allow us in to the home to fix the issues mentioned or to investigate the damaged item Our policy in regards to customer complaints about quality of service require that we provide a free service to include the items we missedWe do not issue refunds for service quality issues Further investigation is needed to determine the cause of the scratches on the stove Our cleaners use sponges to clean

This is a review about customer serviceI called to schedule appointments for Groupons I had purchased for my friends and self and the man who answered the phone started saying that it did not matter if I purchased the coupons for myself and otheis only coupon purchased per householdI had tried to schedule at least of the and not have to deal with a total loss and then when I asked to speak to his manager or owner he called me the B word under his breath but audible and then said they would not honor any of my coupons -any of themWhen I said I needed more of an explanation regarding their Groupons he tried to tell me what his owner Carlos would tell me; that I am out of luckI said I only wanted to talk to someone of more authority to see if we could work to make things rightThen he hung up on meI was firm, calm and respectful to him the entire call and simply wanted to talk to his boss regardless of if I was right or wrongNow I am stuck on on the phone with Groupon for hours (they would only refund of Groupon's) This franchisee does not seem to have an consistent and ethical that reflects a practice of valuing their customersParticularly If they let receptionists be the gate keeper and speak for themI am a successful entrepreneur myself and I know that small businesses need to work with their customers individually at times and offer transparency so things can be resolvedSIDE NOTE: Groupon will not refund your money on purchases you buy more than business days- no matter what the situationYou need to go back to your credit card company and complain

I have very bad experience with National Dusters.I called them before taking their groupon promotion and asked them if I can take it and also asked them if I can get scheduled for next day.They gave consent and I went ahead and took the groupon.I registered through their website as they mentioned in groupon and paid the 11.92$ taxes and fees and called them up again to confirm my appointment.They said they will send an email confirmation.I never received any email confirmation.Next day morning prior to appointment I called them up to see why I didn't get any emails and wanted to confirm the appointment.They said they will not honor the groupon as I have purchased from them earlier and they cannot schedule the visit unless I pay them full priceI mentioned I have already called them twice the day before and I had to loose a day of work waiting for the carpet cleaners to arrive.The lady behind the phone was very rude.I pointed out I called them and took permission before even taking the grouponAt last she said she will hour the groupon but I still have to pay another 16$ for cleaning up environmental waste or else she wont scheduleNow I remember even last time they did not do a good job in cleaning up the carpet.They are just money looters.My experience with them and especially the lady behind the phone was horrible.She was yelling at me

Terrible hack job of cleaning.Quote was for a move-in/move-out cleaning via thumbtack
Toilet bowls not cleaned completelyStains still there after cleaning.Kitchen cooking range top not cleanedJust wiped with moist cloth.Not all window sills cleanedThese I believe are the core of any house cleaning services
Rooms vaccuumed mediocre
Seems like a bait and switch tactic due to the fact that they don't honor the cleaning checklist on their website if service is requested from THUMBTACKThis part is NOT made clear BEFORE the cleaning is doneI was made aware of the fact after I complained about the incomplete cleaning done by the crew
Regional manager - Jason's email response:
"The cleaning checklist on our website is not the same as what we use for Thumbtack Thumbtack cleanings are billed by the hour and not the task."
I had to spend and hrs cleaning all the toilets and kitchen cooking range

They are a scam company stay awayDuring the cleaning they called me times trying to upsell meNot by $25-$but $200-$That's triple what we paidThey called different time demanding we do thisWhen we refused the final time they said well you won't even notice we were thereSo we paid for literally nothing Stay away

I ordered a hour cleaning service from this company through Amazon services They came out on Nov9, for the appointment They did not bring a vacuum to the cleaning so they asked to used ours They did and in the process the vacuum was damaged The cleaner told us to contact the company and they would take care of it I contacted the company and spoke to Jason He said that if I send him the invoice for the repair that he would send out a check I sent the invoice shortly after and did not receive a check I called Jason and he said he forwarded the issue to Mark and that Mark sent the check At that time Jason said he could not send the check and it would be up to Mark I left Mark a voice mail and did not get a response I filed a complain with Amazon and they followed up with the company and they told Amazon they sent a check and that they would put a stop payment on the check and resend a check I again did not receive a check and sent another complaint throug

We have nothing further to say.

The customer purchased a one time cleaning through another website called Thumbtack.  Please see the attached quote sent to the customer on 5/9/16.  The quote clearly states that the service purchased is for an amount of time and not by task. It also states it is the customers...

responsibility to review the work to make sure everything they need done is completed.

I am rejecting this response because:
I consider this issue Not resolved.

Initial Business Response /* (1000, 5, 2016/03/09) */
On 3/7/16 we dispatched a crew to clean [redacted] home. They were sent there to clean the shower drain and a couple of offices that we did not clean during our regular service on 3/4/16. I received an email from Mrs [redacted] that was...

written on 3/7/16 stating that our cleaners had damaged her wood floors while cleaning. On 3/8/16 I called my crew lead to ask her about the scratch on the floor. My crew lead stated that she had noticed the scratch right away when she first walked in to the room before she started cleaning. I emailed Mrs [redacted] after getting the report from my crew lead and let her know that our crew did not do the damage. Mrs [redacted] called me on 3/8/16. I again told her that our crew did not do the damage, and that all of our staff is trained to report anything they damage immediately to our office. I told Mrs [redacted] what my crew lead reported. At no time did I call Mrs [redacted] a liar, nor did I even mention her husband. Mrs [redacted] however, then stated that my crew was lying and that we did the damage. I told Mrs [redacted] that I would not argue with her about who did the damage. Mrs [redacted] stated in her complaint that I did not even give her a chance to explain her side of the story. I would have gladly listened to her, but she said "I'll be calling my lawyer" and then hung up.
The invoice I sent was for services rendered.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I absolutely do not accept this response because it does not accurately reflect Mr. [redacted]'s tone, implications or what he communicated. He specifically said that his workers would have no reason to lie. I don't know the worker or her history, but in this case she lied about the floor being scratched. Mr. [redacted] was not open to hearing anything about his worker or the situation, stating that, "we did not do the damage so we are not responsible. I believe my worker", in essence shutting down the communication, and implying that we were lying. So, if Mr. [redacted] is telling me that his worker did not do the damage, and I am telling him that she did, and he is strongly insisting that she didn't, what other word for his belief is there other than he believes that my husband and I are lying? If Mr. [redacted] does NOT believe that my husband and I are lying, then National Dusters is responsible for the scratch on the floor, as I said from the beginning. This is an example of extremely poor customer service. Mr. [redacted] was never at the house so he doesn't know what actually happened. Additionally, when Veronica did the initial walk through to assess the cleaning needs and to take notes on what needed to be done, she never saw or mentioned a scratch on the office floor because there was not one.
Final Business Response /* (4000, 9, 2016/03/10) */

The crew lead has been working with our company for over 3 years and has never falsified a report about damaging anything in a customers home. She has had incidents in previous homes that she reported immediately to the customer and our office. Our employees have no reason to falsify their reports to us. They know there will be no disciplinary action taken against them if they damage something at customers home, it happens. National Dusters will always take responsibility for broken items in a customers home if we are at fault. As far as Veronica not reporting the scratch on the floor during her initial walk through for a cleaning estimate; the purpose of a walk through is to determine the tasks to be completed during service and how long it will take- not to assess damage to the home or it's contents.