On Demand Professional Multi Services, LLC

Initial Business Response / [redacted] (1000, 6, 2015/12/07) */ Our company recently added Residential Home Cleaning to our services offered (client knew this)She was our first client for home cleaning, and for whom we cleaned on occasionsShe insisted we use her dish soap to clean everything and provided a cleanser and toilet cleaner for the bathroomShe provided a few rags, sponges, and a mopThere was no mop bucket or toilet brushThe provided mop would leave puddles of water behindOn the 3rd clean, I brought the following items along to improve results: mop, mop-bucket, magic erasures, soft cloth, disposable gloves, toilet brush, and scrub brushShe would leave a pre-written check for payment Prior to completing any cleaning services for this client, I designed and provided to her, a cleaning check list catered to her specific needs (which were determined on our initial walk through)She agreed with the list and clarified that we would be dusting with a wet ragTo ensure consistency, we used this checklist each time we cleanedI did, however, fail to complete a Residential Cleaning Contract containing a satisfaction guarantee and complaint procedure Client requested that the woodwork be conditioned or cleaned only periodicallyBecause of her sensitivity to smells, I had been trying to find a product that would be okay for herOn our 3rd clean, I brought a product to ask her aboutI demonstrated it by using a tiny amount on a cloth and wiping a small area on a surface (about in x in)I also buffed a table with the clean side of the clothI discussed this with her, showed her, and asked if the smell in the cloth was bothersomeI was trying to determine if this would work for the future periodic deeper cleansShe said it was not that badRegarding the accusation that we used a chemical cleaner to clean her whole house, we did notWe didn't have any of our cleaning products along The first times we cleaned took minutes longer than anticipatedShe was pleased with the results each timeI discounted the first bill enough so that her payment would cover itWe offer discounts to all new clients 1st cleaning serviceOn the 2nd bill, the actual time worked was charged leaving a remaining balanceAfter a discussion with the client, as a courtesy, I agreed to discount the services again and apologized for the surpriseOur original estimate stated that it would take "right around hours" each visitShe made it clear that she did not want to pay for anything more than hours, so going forward we were not to go over that On the 3rd cleaning, we stopped at hoursClient was there the whole time, so upon finishing we had a discussion about some specific problem areas I had Later that day the owner received a text msg from herShe was claiming that we did not wash the floors at all, used chemicals to clean with, and moved furniture unnecessarilyI witnessed my employee washing the kitchen & bathroom floor on her hands and knees with the customer's rags and the dish soap(The client said she preferred them to be done this way.) The dirty rags were put into a hamperApparently we did not get all of the old food that was stuck to the kitchen floor Because the client limited us to hours, we could not spend any extra time cleaning areas where it was neededWe did wash the floors, but apparently not very well I understand the upset over the kitchen floor needing to be redone, and informed her that we would happily return to do so, but she did not give us the opportunityShe said she spent the afternoon cleaning them herselfI made several attempts to appease this angry customer and rectify the situation by communicating to her exactly how and what was cleaned that dayEach written response from the client contained profanity, additional accusations, and demands for a full refundDespite that, I made one last attempt to resolve the situation by offering to refund 1/of what she paidMy offer was apparently rejected The claim that I did not provide contact information is also falseMy documentation shows that she received emails all together that provided my phone numberWe also communicated back and forth via text messages, the most recent being on the day we cleanedShe claims that there is no contact number on our website which is also falseThere are phone numbers that have always appeared directly under our business name (the owner's & mine) The accusation that we stole from her is appalling and a defamation of characterI was unaware of any missing sponges until I read one of her online complaintsI immediately checked our cleaning caddy and discovered sponges I had never seen in there before (we don't use sponges)I mailed them to her and apologized for the mistake and inconvenience, as they were accidentally collected and packed along with the supplies we brought I handle all business transactions in a professional manner, being respectful and polite to everyoneThe unprofessionalism and the way this customer handled the situation and was appallingI informed her that I was no longer interested in providing our services to herShe then said I was harassing her Going forward, each new client will be given a standard cleaning contract containing a complaint procedure and an individualized check listWe will utilize a digital camera at every service for to document problem areas as they ariseIt is my goal to provide the best customer service possible and retain customer satisfactionWe will continue improving this service being prepared and solving potential problems before they become a real problem Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The emails with any contact info were received long before I hired this companythe invoices did not include contact informationbefore the cleaners left, they did talk to me about cleaning woodwork; I told her I could smell the cleaner she used, and she provided an old sock with the cleaner on it for me to smellI specifically left out cloths and approved cleaners, which they did not useI heard her vacuuming the tile floors (they are new, less than years old) in the kitchen, but there was visible dirt that wiped up without effort - proving that they did not wash them with the provided mopThey are easy to clean, and always look good, but this is a priority for me, and something clearly statedAfter realizing this, I found the bathroom tile to also be dusty with easily washed away dirtNot sure if this space was even vacuumed as requestedAgain, it is newer tile, clean and in good conditionI pay a cleaner to wash them with provided soap and mopThis was not done Last week this owner texted me a photo of a piece of a mop; and then mailed me two old spongesPostage due, no lessThey should be ashamed of themselves Final Business Response / [redacted] (1000, 11, 2015/12/22) */ It is regretful that you are unhappy with the results of the third time we cleaned for youAgain I would like to apologizeI understand your frustration that we failed to clean the kitchen floor and bathroom floor to your satisfactionI am embarrassed that they would have been left in the condition that you claimThis was unintentionalThough we used provided cleaner and rags, we should have scrubbed them betterI appreciate bringing my attention to the missing contact number on our invoicesI will redesign them to include the same phone numbers we list on our websiteMy offer to reimburse $still standsThe two floor areas consist of a small percentage of the whole house cleaning, but I am still offering a 50% refundAgain, I sincerely apologize for any inconvenience

I am the Vice President of a condo association and this is the first time I've enlisted the help of others with my condominiums because I don't trust people other than close friends, but I was pleasantly surprised with this company which I found on *** ***A representative showed up at my convenience to do a walk through with me, and the next day I received thoroughly itemized list of duties they would preform on a very professional letter head with costs clearly representedI was contacted and set up a time to let them in the condo which I did on my way to work, and on my way home, I met them and inspected the workIt was immaculate, the place smelled new, and details which I would never have bothered to look at were spotlessThey brought all their own supplies and stayed within the proposed budgetI intend on hiring this company for many years to comeThank You and keep up the good work

Initial Business Response /* (1000, 6, 2015/12/07) */
Our company recently added Residential Home Cleaning to our services offered (client knew this). She was our first client for home cleaning, and for whom we cleaned on 3 occasions. She insisted we use her dish soap to clean everything and...

provided a cleanser and toilet cleaner for the bathroom. She provided a few rags, sponges, and a mop. There was no mop bucket or toilet brush. The provided mop would leave puddles of water behind. On the 3rd clean, I brought the following items along to improve results: mop, mop-bucket, magic erasures, soft cloth, disposable gloves, toilet brush, and scrub brush. She would leave a pre-written check for payment.
Prior to completing any cleaning services for this client, I designed and provided to her, a cleaning check list catered to her specific needs (which were determined on our initial walk through). She agreed with the list and clarified that we would be dusting with a wet rag. To ensure consistency, we used this checklist each time we cleaned. I did, however, fail to complete a Residential Cleaning Contract containing a satisfaction guarantee and complaint procedure.
Client requested that the woodwork be conditioned or cleaned only periodically. Because of her sensitivity to smells, I had been trying to find a product that would be okay for her. On our 3rd clean, I brought a product to ask her about. I demonstrated it by using a tiny amount on a cloth and wiping a small area on a surface (about 1 in x 12 in). I also buffed a table with the clean side of the cloth. I discussed this with her, showed her, and asked if the smell in the cloth was bothersome. I was trying to determine if this would work for the future periodic deeper cleans. She said it was not that bad. Regarding the accusation that we used a chemical cleaner to clean her whole house, we did not. We didn't have any of our cleaning products along.
The first 2 times we cleaned took 15 minutes longer than anticipated. She was pleased with the results each time. I discounted the first bill enough so that her payment would cover it. We offer discounts to all new clients 1st cleaning service. On the 2nd bill, the actual time worked was charged leaving a remaining balance. After a discussion with the client, as a courtesy, I agreed to discount the services again and apologized for the surprise. Our original estimate stated that it would take "right around 2 hours" each visit. She made it clear that she did not want to pay for anything more than 2 hours, so going forward we were not to go over that.
On the 3rd cleaning, we stopped at 2 hours. Client was there the whole time, so upon finishing we had a discussion about some specific problem areas I had.
Later that day the owner received a text msg from her. She was claiming that we did not wash the floors at all, used chemicals to clean with, and moved furniture unnecessarily. I witnessed my employee washing the kitchen & bathroom floor on her hands and knees with the customer's rags and the dish soap. (The client said she preferred them to be done this way.) The dirty rags were put into a hamper. Apparently we did not get all of the old food that was stuck to the kitchen floor.
Because the client limited us to 2 hours, we could not spend any extra time cleaning areas where it was needed. We did wash the floors, but apparently not very well.
I understand the upset over the kitchen floor needing to be redone, and informed her that we would happily return to do so, but she did not give us the opportunity. She said she spent the afternoon cleaning them herself. I made several attempts to appease this angry customer and rectify the situation by communicating to her exactly how and what was cleaned that day. Each written response from the client contained profanity, additional false accusations, and demands for a full refund. Despite that, I made one last attempt to resolve the situation by offering to refund 1/2 of what she paid. My offer was apparently rejected.
The claim that I did not provide contact information is also false. My documentation shows that she received 3 emails all together that provided my phone number. We also communicated back and forth via text messages, the most recent being on the day we cleaned. She claims that there is no contact number on our website which is also false. There are 2 phone numbers that have always appeared directly under our business name (the owner's & mine).
The accusation that we stole from her is appalling and a defamation of character. I was unaware of any missing sponges until I read one of her online complaints. I immediately checked our cleaning caddy and discovered 2 sponges I had never seen in there before (we don't use sponges). I mailed them to her and apologized for the mistake and inconvenience, as they were accidentally collected and packed along with the supplies we brought.
I handle all business transactions in a professional manner, being respectful and polite to everyone. The unprofessionalism and the way this customer handled the situation and was appalling. I informed her that I was no longer interested in providing our services to her. She then said I was harassing her.
Going forward, each new client will be given a standard cleaning contract containing a complaint procedure and an individualized check list. We will utilize a digital camera at every service for to document problem areas as they arise. It is my goal to provide the best customer service possible and retain customer satisfaction. We will continue improving this service being prepared and solving potential problems before they become a real problem.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The emails with any contact info were received long before I hired this company. the invoices did not include contact information. before the cleaners left, they did talk to me about cleaning woodwork; I told her I could smell the cleaner she used, and she provided an old sock with the cleaner on it for me to smell. I specifically left out cloths and approved cleaners, which they did not use. I heard her vacuuming the tile floors (they are new, less than 3 years old) in the kitchen, but there was visible dirt that wiped up without effort - proving that they did not wash them with the provided mop. They are easy to clean, and always look good, but this is a priority for me, and something clearly stated. After realizing this, I found the bathroom tile to also be dusty with easily washed away dirt. Not sure if this space was even vacuumed as requested. Again, it is newer tile, clean and in good condition. I pay a cleaner to wash them with provided soap and mop. This was not done.
Last week this owner texted me a photo of a piece of a mop; and then mailed me two old sponges. Postage due, no less. They should be ashamed of themselves.
Final Business Response /* (1000, 11, 2015/12/22) */
It is regretful that you are unhappy with the results of the third time we cleaned for you. Again I would like to apologize. I understand your frustration that we failed to clean the kitchen floor and bathroom floor to your satisfaction. I am embarrassed that they would have been left in the condition that you claim. This was unintentional. Though we used provided cleaner and rags, we should have scrubbed them better. I appreciate bringing my attention to the missing contact number on our invoices. I will redesign them to include the same phone numbers we list on our website. My offer to reimburse $50.00 still stands. The two floor areas consist of a small percentage of the whole house cleaning, but I am still offering a 50% refund. Again, I sincerely apologize for any inconvenience.