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Neat Freaks Housekeeping

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Neat Freaks Housekeeping Reviews (4)

This is a client that we serviced times and from the onset, she continually wanted us to alter our business protocols and required countless phone conversations Some requests we were flexible with, others we were not We let her split the charges on cards even though it doubles some of my fees We let her change her billing date on her card We don't mind if the homeowner is home, but we kindly ask them to let our staff do their job She continually interrupted our staff; even making one of them cry inconsolably while telling her all about "her life and her problems" We did special favors for her such as hanging her shower curtain even though she is capable Eventually, when out of members requested not to go back, we cancelled her account After we cancelled her account, after her 3rd cleaning, she cancelled all but one credit card that she had on file We billed her one card for the total services for the agreed upon charges of $ I have attached all of our communication so that you can follow along after the 3rd and final cleaning.Here is our billing policy: Our billing policy:The first cleaning we bill hourly ($per man hour), then after that we give a reoccurring flat rate, regardless of the total hours cleaned...sometimes we go a little over, sometime it's a little under, but we don't bill hourly each cleaning.On June we spent man hours cleaning We have a GPS tracking system on the cleaners so we know exactly how long they are at each job.We charged the client for the previously agreed upon rate of $250, if we had charged her by the hour, it would have been $ She received a discountWe went over because of her excessive conversation with the staff that had nothing to do with cleaning.On July we spent man hours cleaning Again, as our policy states we charged for the reoccurring agreed upon rate of $250.I explained our billing policy in numerous emails and over the phone, yet she still wanted it to be hourly every cleaning That is not how we do business.Ultimately, we ended up refunding her the the $and charged her for man hours spent totaling $200.At this point, we are all square on the cleaning hours.Regarding the repairs:The client told me herself the storm door was installed incorrectly and never worked properly There were plastic pieces that weren't made well and she had already had them replaced by the big box store that installed it She agreed the door was not our fault and was going to go back to the store that installed to repair it again The sink problem is merely the stopper just needs to be reattached or replaced due to age Its a $part

I've attached the cleaners time-sheets for June of the actual hours that were spent at her home per her request.I've attached the invoices for June and July showing exactly what we charged her for, you will see it's accurate and we didn't over charge her.I've attached her credit card report, showing after her July cleaning we tried to run her card, many attempts were declined. We did have one card on file that went through for $227.50. After we spoke, we ended up charging her hourly (despite our policy) and gave her the credit.It is clear in June we charged her for hours or $250, even though we did actually spend cleaning hours which would have totaled $300, (I guess she actually owes us $50.) We didn't charge her for the hours because we were already on the flat rate billingIn July we charged her for $for the hours at $per man hour we spent cleaning.I've copied and pasted the pertinent portion of our policies and procedures statement below:Bid Process: We strive to ensure the accuracy and reliability of our estimates but in some cases, this is not always possibleThe following situations may result in fees which are above or below our estimate:1. All first time jobs are billed on an hourly basis and all jobs within the first month of service may be subject to additional feesWe will discuss this with you, if necessary, at the time of your estimate.2. Changes to your cleaning plan, such as adding a room, requesting additional services or an abdegree of messiness, may result in increased service time which will be billed at a rate of $per man-hour. 3. If your cleaning appointment varies from our original plan, your fees will be adjusted. For instance, if you are originally scheduled for a biweekly service and convert to monthly, your fees will be increased. If you are a monthly client and convert to biweekly, your fees will decrease.Billing: Service is paid within the current month. You will receive an electronic invoice at the end of each month detailing your future dates of cleaning, fees for the month and any fees for extra tasks. Please note your scheduled cleaning dates on your calendar so that your home can be ready for usWe do not accept checks or cashAll accounts are set up on an automatic credit card billing system. Credit cards are run in batches on Thursdays according to the first letter of your last name. Letters A-G 1st Thursday; H-M 2nd Thursday; N-T 3rd Thursday; U-Z date specific: 25th of the month. The entire invoice balance is charged on your Thursday. All fees must be collected prior to the end of the business month. We do make exceptions to the billing system; just communicate your needs to us.As you can see, our billing policy is just an alphabetical batch, we don't ask all of our clients to "pre-pay," some clients pay before their cleaning, some after, it's just how we handle our accounting We did, however,make an exception on our billing policy for her after she told us we could only run her card after the cleaning was complete. She became an end of the month billing client.Regarding the repairs, I had called her a week after the cleaning regarding a future scheduling matter and at the conclusion of the conversation she said "oh by the way there was a breakage etc." I thought it was strange an entire week went by before she even mentioned it At that point we discussed it at length over the phone where she admitted the door had previous issues and she was going to go back to the store to have them replace the part because it was still under warranty and she was going to take care of all of it. We offered at that time to have our on staff handyman come over to do the repair on the door and stopper drain and she declined. At that point we thought the repair discussion was at rest.No other discussion was brought up regarding the repair until this Revdex.com complaint. At this point we feel too much time has passed to still hold us liable for these repairs.Our invoices reflect we did the best we could at compromising with her on payment and fees.Bottom line every consumer has the option to decide wither or not to do business with a vendor We do not have contracts Therefore at any point in time she could have cancelled our services Likewise, if the vendor feels that relationship is not a fit we can do the same, which is exactly what we did We are already out $and countless man hours in the officeThis will conclude our conversation on this matter

Complaint: [redacted]
Again, I am rejecting this response because:There are several statements that were made by [redacted] that are completely not true.1 - [redacted] wants to charge her clients for work BEFORE it is completed - two weeks prior to the cleaning that was scheduled in June, I was charged for cleaning services that had not yet been rendered - yes, I had an issue with that - I would be out $250 if Neat Freaks were to close their doors - it appears that this company may be undercapitalized if they are having to charge their clients for services that have yet to be fulfilled.2 - [redacted] also charges for more time than was spent cleaning the home - [redacted]'s process to charge for the cleaning services provided was discussed at the time I hired Neat Freaks - I was told if the estimate was too high - it would be lowered - [redacted] refused to lower the estimate and charged me for 5 hours of work even when only 3.5 hours (June) and 4 hours (July) was actually worked.3 - [redacted] was aware that two credit cards would need to be charged prior to my hiring Neat Freaks - there was never a mention of her credit card fees being doubled, but a .10 transaction fee for an additional credit card shouldn't that big of a deal of a company with sufficient cash flow.4 - The cleaning occurred on July 19h, the charges that I was disputing were charged to my credit card AFTER I sent an email on July 26th stating:  On Tue, Jul 26, 2016 at 12:03 PM, [redacted] <[redacted]> wrote:Yes, we did discuss everything at length; however, Neat Freaks has yet to adhere to any of the agreements that were made. Examples of our agreements were:When I hired Neat Freaks, if it was determined that the 5 hour quote was too high the hours would be decreased to be closer to the actual number of hours worked – Neat Freaks has refused to lower the quote to be more in alignment with the actual time the cleaners worked – 4 hours on July 19th and less than 4 hours on June 17th.When I hired Neat Freaks, you were made aware that there would be two credit cards to cover the cleaning – one for my business for the cleaning of the business space and one for me personally for the cleaning of my personal living space – but now this is considered an “administrative problem” in your email below.Again, when I hired Neat Freaks, I explained that I work in my home and would be home when the cleaners came. I have not constantly interrupted the cleaners, but I do have to watch them since they forget to clean specific areas or they break things (e.g. the storm door and the spare bath drain), which I have yet to receive an offer of compensation to get these items fixed.Neat Freaks no longer has access to credit/debit cards to receive payment –  so please send me an invoice for DQP and Holper for $100 each (I will NOT pay for time that was not worked!! I have also discussed this at length with you) and I will send a check for each invoice. Neat Freaks’ “half hour discount” is not acceptable since the cleaners did not work the a full hour – I’m confused as to how this considered a discount. I have already replaced Neat Freaks with another cleaning service and will be filing a Revdex.com complaint on Neat Freaks and its fraudulent business practices shortly.[redacted] 4 - The Neat Freaks billing policy provided in [redacted]'s response does not match the billing policy on the Neat Freaks website.5 - [redacted]'s staff would "forget" to do things I asked them to do - the inside windows where my dog puts her nose as an example. I had to watch them to make sure they got everything since I had different cleaning staff the first time, second time and one employee carried over to the third cleaning. There was no continuity in what I communicated to have done each time the cleaning staff came6 - I have no clue who was "crying inconsolably" or why - I would like more information on the circumstances in which this was to have occurred.7 - [redacted] has never met me and has no idea what I am capable of doing or not - my dog and I were attacked in February 2016 and I sustained injuries (which I am still be treated for) to my upper body during that attack which makes it very difficult for me to hang a new shower curtain. This attack was communicated to the staff member with whom I discussed hiring Neat Freaks with.8 - I question [redacted]'s statement that "3 out of 4 members requested not to go back" - with all the other issues I have with the truthfulness of [redacted]'s statements I don't considered this statement to be factual.9 - I would like to see the evidence from the June 17th cleaning where [redacted] is stating the cleaners spent 6 hours - they were there for 5.10 - The cleaning on July 17th has been reduced to the $200 that was owed - I'm fine with July. However, I am still owed $150 for the June cleaning where the cleaning staff only worked 3.5 hours ($100/hr for 2 people = $150)11 - The storm door was installed by my handyman, not "the big box store" and the door was installed and has worked fine until your staff broke it. Initially, there was a part that wasn't working correctly which was replaced by the manufacturer and has been working as advertised for 5 months with no problems. The part that was broken was where the air canister attaches to the door frame. The cleaner from Kiowa sheered that METAL piece (not plastic) right off the door frame. This same cleaner also broke the bathroom sink - no one from Neat Freaks has ever been over to look at the damage to the storm door or the sink drain so for [redacted] to state that a $5 will fix the problem- how would she know that? The cleaner from Kiowa also didn't own up to breaking the sink drain, just the storm door, but the storm door was a pretty obvious break. In addition, [redacted] has not taken into account that I will have to hire my handyman to fix these items - which will cost $50.12 - I am continuing to request the Revdex.com to assist me in collecting the remaining $200 in overcharges for cleaning and repair services and parts for the storm door and sink to be repaired.Sincerely, [redacted]

This is a client that we serviced 3 times and from the onset, she continually wanted us to alter our business protocols and required countless phone conversations.  Some requests we were flexible with, others we were not.  We let her split the charges on 2 cards even though it doubles some...

of my fees.  We let her change her billing date on her card.  We don't mind if the homeowner is home, but we kindly ask them to let our staff do their job.  She continually interrupted our staff; even making one of them cry inconsolably while telling her all about "her life and her problems".  We did special favors for her such as hanging her shower curtain even though she is capable.  Eventually, when 3 out of 4 members requested not to go back, we cancelled her account.   After we cancelled her account, after her 3rd cleaning, she cancelled all but one credit card that she had on file.  We billed her one card for the total services for the agreed upon charges of $200.  I have attached all of our communication so that you can follow along after the 3rd and final cleaning.Here is our billing policy: Our billing policy:The first cleaning we bill hourly ($50 per man hour), then after that we give a reoccurring flat rate, regardless of the total hours cleaned...sometimes we go a little over, sometime it's a little under, but we don't bill hourly each cleaning.On June 17 we spent 6 man hours cleaning.  We have a GPS tracking system on the cleaners so we know exactly how long they are at each job.We charged the client for the previously agreed upon rate of $250, if we had charged her by the hour, it would have been $300.  She received a discount. We went over because of her excessive conversation with the staff that had nothing to do with cleaning.On July 17 we spent 4 man hours cleaning.  Again, as our policy states we charged for the reoccurring agreed upon rate of $250.I explained our billing policy in numerous emails and over the phone, yet she still wanted it to be hourly every cleaning.  That is not how we do business.Ultimately, we ended up refunding her the the $50 and charged her for man hours spent totaling $200.At this point, we are all square on the cleaning hours.Regarding the repairs:The client told me herself the storm door was installed incorrectly and never worked properly.  There were plastic pieces that weren't made well and she had already had them replaced by the big box store that installed it.  She agreed the door was not our fault and was going to go back to the store that installed to repair it again.  The sink problem is merely the stopper just needs to be reattached or replaced due to age.  Its a $5 part.

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