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Oregon Green Clean Reviews (4)

Complaint: [redacted] I am rejecting this response because: I just want them to be accountableWe said none of that stuff to that girlShe barely spoke/ or understood EnglishIn four hours I could have done a immaculate job in my kitchen and washed the sliding glass window and sweptwhen I could of walkedI was not feeling well that day and thought since Stacey said she was a hard worker that I didn't need to sit and watch her the first time aroundObviously I didWhen you ask somebody to deep clean you assume that more than surface grime would be taken care ofYes my pantry was horrible and old potatoes are not rotten foodbut I assumed that deep cleaning when I said clean the pantry she would take every thing off shelves and wash shelves offWe don't have grease buildup because we fry like 1-times a monthIm just saying this because of the fabrication of lies hereI will leave well enough aloneI have had housekeepers in my houses before and they have done times the work she did for half the price and did a immaculate job I just want other people to know that they dont live up to their promises She has blocked me from commenting for review and I think she should allow me to comment since I did use her serviceSince other people in the Eugene/Springfield might use themI have been in customer service for years and know what to expect for my money and feel like I didn't get my money's worthMy sister and my mom spent hours each cleaning to their specificationsI want MsA [redacted] to not bad mouth me to the cleaning house communityNone has occurred as yet but it would not be fair since I was a customer and are en tilted to my opinioni did try to contact her after saying dont because I wanted to resolve this without your Bureau stepping in but since she didnt return my calls I had no choice except to contact your BureauSincerely, [redacted]

The following is a detailed response to a negative review, in an attempt to have it removed as invalidIf the original review is ultimately posted online, we would like the opportunity to provide a shorter public online responseThank you for your timeWe know this is lot of detail, but we have an excellent reputation for quality work and customer service, and we would not want one customer’s misunderstanding or frustration with her own circumstances to affect anyone’s opinion of our company Our interaction with this customer is an unfortunate incident of misunderstanding on her partThis customer asked us for a short weekly cleaning at her home (hours), and a slightly longer service for her first cleaning (hours)The condition of the home was such that we could have used hours or more on this first serviceIt is not unusual for us to find a home in a neglected state, and we completely understand that not everyone can afford a longer service to thoroughly clean every area of the home on their first serviceWe work with each customer to make a plan based on their cleaning priorities and their budgetThe plan we made with this customer over the phone, was to tackle a little bit each week, to eventually get the home back to “maintenance level”On this first day, she had a written task list already prepared with a few areas to work on, and then showed our employee exactly what she wantedThe house cleaner then did exactly as she was shown; this employee is an experienced house cleaner who we trust to make good decisions Throughout this service, all three adult residents of the home repeatedly apologized for the condition of the houseIt had not been cleaned in several months, and had layers of dust, the hair of three dogs, and in the kitchen, mixed with layers of cooking greaseThis is certainly not the worst condition we have seen, and we are not complaining about this condition! We are simply stating that a project such as this one typically needs either some extra work at the beginning, or the patience and time to eventually clean all areas of the homeOur scheduled three hours on this first day could seriously have been spent solely in the kitchen, but compromises had to be made in this room in order to clean some other areas of the houseOur employee worked with the cooperation of the customer, asking her priorities at several points along the wayShe felt that she had made the proper judgment calls regarding items to skip, such as behind the microwave oven and other items on the kitchen counterShe was told several times by the residents that “It’s OK, you can get that next time” and “That part doesn’t matter” Regarding the panty, the customer only pointed out the pantry floor to our employeeThis floor was filthy, and covered with mud, spoiled food, rodent droppings and a dead rat(Again, this is to explain, not to complain.) As instructed, all items were removed from the pantry floor, the floor was swept and hand-scrubbed, and then these items were restacked and/or thrown away; this sorting process did take a little whileIn a later discussion, the customer said she wished we could have cleaned the entire pantry, including all of the shelvesYes, we could certainly do this on a first service or later, if we are asked to do so and also allotted some time to do itThis pantry project alone could have taken much of our scheduled time, if it were done completely and thoroughlyAfter doing the requested preliminary work in the kitchen & pantry, our employee spent the remainder of her time on some heavy dusting, floors, and a glass door & track that was filthy on both sides (you know how it is with dogs!) In order to help this family out with their situation, we agreed to let the house cleaner stay an hour longer than scheduled, and give the customer some additional, uncharged (free!) cleaning timeOverall, this customer received four hours of deep-cleaning time, but was only charged for three hours at our “regular customer rate”Upon leaving, our employee made a plan with the customer for her next weekly serviceThey agreed that additional time (estimated as another full hour) should be spent in the kitchen in order to get to their lower priority items, and they also discussed tackling some other rooms of the house, such as bathroomsThe customer again apologized for the condition of her home, and thanked our employee for her hard work After this service was over, the customer decided that more work should have been done on this first day of her ongoing projectIt seems that she didn’t understand the quantity of work that was accomplished in our limited time - she only saw what was still left undone, which we agree was a lotWe believe she is mistaken in her assumptions of how much work was done by our employee, and how much could have been done, in the given amount of time under these conditionsRather than wait for their next weekly service, one resident went ahead & finished the extra work in the kitchen herselfThe customer says she was “embarrassed” that she needed additional help from her family Rather than giving us the opportunity to return on future occasions, as planned, and continue with her deep-cleaning project, this customer called to complainWe reminded her that we had done four hours of “deep-cleaning” work (value of $160) for the price of three hours of “regular house cleaning” (cost of $90), which represents a 40+% discountShe continued to insist that she had not received her money’s worth We then asked the customer what it would take to make her happy; she said an additional discount or additional free cleaning timeAt this point we agreed to not to deposit her check for the original serviceThis meant that her entire cleaning was completely free! She thanked me for this solution to her concerns and told me not to call her back The following day, we received an email from this customer, asking for a refund, and stating “Please don't call me because I will not answer to you.” She doesn’t seem to understand that there is no refund to be made because we never received any payment from herWe chose to respect her repeated requests to not call her, take the high road, and not respond to this rant - we figured she had some steam to vent She then placed a negative review with her referring agency ( [redacted] )This review is in dispute because she is not a paying customer of our companyAlso we believe that her review is without merit, due to the circumstances listed aboveThe agency advised that we cease communication with this customer during this dispute The customer then left a voice mail asking for additional free work to be done at her homeWe chose not to reply to this message for obvious reasons Our company is known for its communication and customer service - We would have replied immediately to any another customer! But this customer specifically asked us both verbally and in writing, not to call herFor her to complain about our lack of response is completely unreasonable; we were doing exactly what she requested/demanded Then this customer filed a complaint with the Revdex.comWe think anyone can see that this dispute should be dismissedFirst, because there is no dollar amount to dispute - this customer received a completely free cleaning service from usSecondly, the basis of her complaint is that we ceased communication with her - yes, we did this per her own repeated demands and upon advice from her referring agencyAnd thirdly, based on the circumstances described above, we provided the exact service that she had requested, both verbally (over the phone and in person), and written on her task listThis service was provided at a substantial discount, then ultimately for free It is puzzling that a person would continue to ask for a refund, even when told that their service was provided free of chargePerhaps she doesn’t understand that we did not deposit her check; we will shred it and mail it back to herWe believe that this customer’s review & complaint are without merit & should be dismissedThank you for your consideration, and please contact us with any questions ADDITIONAL DOCUMENTATION We were advised to provide some documentation regarding this customer’s servicePlease see our web pages describing our “Regular House Cleaning” (http://www.oregongreenclean.com/regular-service) and “Deep-Cleaning Services” (http://www.oregongreenclean.com/spring-cleaning)As you can see, both pages quote our rate as $40/hour for an initial service, then $thereafterThis customer was offered our lower rate for her initial cleaning, even though the conditions required a deep-cleaningThis was because the customer agreed to a schedule of weekly services, to eventually bring her home back to “maintenance level” Please also see the attached photosThe first is a copy of the customer’s check, which we agreed not to depositIt is written for $90, which is for hours at our lower rateThe customer received hours of service which should have been charged at our higher rate (total of $160)This represents a discount of over 40%Again, this check will not be deposited, so the customer’s total cost for her cleaning service is zero(The name on the check is the customer’s mother.) The second photo shows the checklist written by the customer in advance of our employee’s visitAll items requested were performed on that day(Not all items were crossed offThe employee used this note for personal reference that day, and didn’t know it would become evidence.) Again, thank you for your time, and please contact us with any questions

The following is a detailed response to a negative review, in an attempt to have it removed as invalid. If the original review is ultimately posted online, we would like the opportunity to provide a shorter public online response. Thank you for your time. We know this is lot of detail, but we have...

an excellent reputation for quality work and customer service, and we would not want one customer’s misunderstanding or frustration with her own circumstances to affect anyone’s opinion of our company.
Our interaction with this customer is an unfortunate incident of misunderstanding on her part. This customer asked us for a short weekly cleaning at her home (2 hours), and a slightly longer service for her first cleaning (3 hours). The condition of the home was such that we could have used 8 hours or more on this first service. It is not unusual for us to find a home in a neglected state, and we completely understand that not everyone can afford a longer service to thoroughly clean every area of the home on their first service. We work with each customer to make a plan based on their cleaning priorities and their budget. The plan we made with this customer over the phone, was to tackle a little bit each week, to eventually get the home back to “maintenance level”. On this first day, she had a written task list already prepared with a few areas to work on, and then showed our employee exactly what she wanted. The house cleaner then did exactly as she was shown; this employee is an experienced house cleaner who we trust to make good decisions.
Throughout this service, all three adult residents of the home repeatedly apologized for the condition of the house. It had not been cleaned in several months, and had layers of dust, the hair of three dogs, and in the kitchen, mixed with layers of cooking grease. This is certainly not the worst condition we have seen, and we are not complaining about this condition! We are simply stating that a project such as this one typically needs either some extra work at the beginning, or the patience and time to eventually clean all areas of the home. Our scheduled three hours on this first day could seriously have been spent solely in the kitchen, but compromises had to be made in this room in order to clean some other areas of the house. Our employee worked with the cooperation of the customer, asking her priorities at several points along the way. She felt that she had made the proper judgment calls regarding items to skip, such as behind the microwave oven and other items on the kitchen counter. She was told several times by the residents that “It’s OK, you can get that next time” and “That part doesn’t matter”.
Regarding the panty, the customer only pointed out the pantry floor to our employee. This floor was filthy, and covered with mud, spoiled food, rodent droppings and a dead rat. (Again, this is to explain, not to complain.) As instructed, all items were removed from the pantry floor, the floor was swept and hand-scrubbed, and then these items were restacked and/or thrown away; this sorting process did take a little while. In a later discussion, the customer said she wished we could have cleaned the entire pantry, including all of the shelves. Yes, we could certainly do this on a first service or later, if we are asked to do so and also allotted some time to do it. This pantry project alone could have taken much of our scheduled time, if it were done completely and thoroughly. After doing the requested preliminary work in the kitchen & pantry, our employee spent the remainder of her time on some heavy dusting, floors, and a glass door & track that was filthy on both sides (you know how it is with dogs!).
In order to help this family out with their situation, we agreed to let the house cleaner stay an hour longer than scheduled, and give the customer some additional, uncharged (free!) cleaning time. Overall, this customer received four hours of deep-cleaning time, but was only charged for three hours at our “regular customer rate”. Upon leaving, our employee made a plan with the customer for her next weekly service. They agreed that additional time (estimated as another full hour) should be spent in the kitchen in order to get to their lower priority items, and they also discussed tackling some other rooms of the house, such as bathrooms. The customer again apologized for the condition of her home, and thanked our employee for her hard work.
After this service was over, the customer decided that more work should have been done on this first day of her ongoing project. It seems that she didn’t understand the quantity of work that was accomplished in our limited time - she only saw what was still left undone, which we agree was a lot. We believe she is mistaken in her assumptions of how much work was done by our employee, and how much could have been done, in the given amount of time under these conditions. Rather than wait for their next weekly service, one resident went ahead & finished the extra work in the kitchen herself. The customer says she was “embarrassed” that she needed additional help from her family.
Rather than giving us the opportunity to return on future occasions, as planned, and continue with her deep-cleaning project, this customer called to complain. We reminded her that we had done four hours of “deep-cleaning” work (value of $160) for the price of three hours of “regular house cleaning” (cost of $90), which represents a 40+% discount. She continued to insist that she had not received her money’s worth.  We then asked the customer what it would take to make her happy; she said an additional discount or additional free cleaning time. At this point we agreed to not to deposit her check for the original service. This meant that her entire cleaning was completely free! She thanked me for this solution to her concerns and told me not to call her back.
The following day, we received an email from this customer, asking for a refund, and stating “Please don't call me because I will not answer to you.” She doesn’t seem to understand that there is no refund to be made because we never received any payment from her. We chose to respect her repeated requests to not call her, take the high road, and not respond to this rant - we figured she had some steam to vent.
She then placed a negative review with her referring agency ([redacted]). This review is in dispute because she is not a paying customer of our company. Also we believe that her review is without merit, due to the circumstances listed above. The agency advised that we cease communication with this customer during this dispute.
The customer then left a voice mail asking for additional free work to be done at her home. We chose not to reply to this message for obvious reasons.  Our company is known for its communication and customer service - We would have replied immediately to any another customer! But this customer specifically asked us both verbally and in writing, not to call her. For her to complain about our lack of response is completely unreasonable; we were doing exactly what she requested/demanded.
Then this customer filed a complaint with the Revdex.com. We think anyone can see that this dispute should be dismissed. First, because there is no dollar amount to dispute - this customer received a completely free cleaning service from us. Secondly, the basis of her complaint is that we ceased communication with her - yes, we did this per her own repeated demands and upon advice from her referring agency. And thirdly, based on the circumstances described above, we provided the exact service that she had requested, both verbally (over the phone and in person), and written on her task list. This service was provided at a substantial discount, then ultimately for free.
It is puzzling that a person would continue to ask for a refund, even when told that their service was provided free of charge. Perhaps she doesn’t understand that we did not deposit her check; we will shred it and mail it back to her. We believe that this customer’s review & complaint are without merit & should be dismissed. Thank you for your consideration, and please contact us with any questions.
ADDITIONAL DOCUMENTATION
We were advised to provide some documentation regarding this customer’s service. Please see our web pages describing our “Regular House Cleaning” (http://www.oregongreenclean.com/regular-service) and “Deep-Cleaning Services” (http://www.oregongreenclean.com/spring-cleaning). As you can see, both pages quote our rate as $40/hour for an initial service, then $30 thereafter. This customer was offered our lower rate for her initial cleaning, even though the conditions required a deep-cleaning. This was because the customer agreed to a schedule of weekly services, to eventually bring her home back to “maintenance level”.
Please also see the attached photos. The first is a copy of the customer’s check, which we agreed not to deposit. It is written for $90, which is for 3 hours at our lower rate. The customer received 4 hours of service which should have been charged at our higher rate (total of $160). This represents a discount of over 40%. Again, this check will not be deposited, so the customer’s total cost for her cleaning service is zero. (The name on the check is the customer’s mother.)
The second photo shows the checklist written by the customer in advance of our employee’s visit. All items requested were performed on that day. (Not all items were crossed off. The employee used this note for personal reference that day, and didn’t know it would become evidence.)
Again, thank you for your time, and please contact us with any questions.

Complaint: [redacted]I am rejecting this response because: I just want them to be accountable. We said none of that stuff to that girl. She barely spoke/ or understood English. In four hours I could have done a immaculate job in my kitchen and washed the sliding glass window and swept. when I could of walked. I was not feeling well that day and thought since Stacey said she was a hard worker that I didn't need to sit and watch her the first time around. Obviously I did. When you ask somebody to deep clean you assume that more than surface grime would be taken care of. Yes my pantry was horrible and old potatoes are not rotten food. but I assumed that deep cleaning when I said clean the pantry she would take every thing off shelves and wash shelves off. We don't have grease buildup because we fry like 1-2 times  a month. Im just saying this because of the fabrication of lies here. I will leave well enough alone. I have had housekeepers in my houses before and they have done 2 times the work she did for half the price and did a immaculate job.  i just want other people to know that they dont live up to their promises.  She has blocked me from commenting for review and I think she should allow me to comment since I did use her service. Since other people in the Eugene/Springfield might use them. I have been in customer service for 25 years and know what to expect for my money and feel like I didn't get my money's worth. My sister and my mom spent 2 hours each cleaning to their specifications. I want Ms. A[redacted] to not bad mouth me to the cleaning house community. None has occurred as yet but it would not be fair since I was a customer and are en tilted to my opinion. I did try to contact her after saying dont because I wanted to resolve this without your Bureau stepping in but since she didnt return my calls I had no choice except to contact your Bureau. Sincerely,[redacted]

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Address: Serving Portland Metro, Salem, and Eugene, Portland, Oregon, United States, 97215

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