Pacifica Cleaning Group

Review: I sent a letter to Inland Empire First Choice Maids regarding poor service – the letter and their response to my letter is below – beginning with my letter- followed by their response which I received within five minutes after sending my letter via email. In response to their allegation that I did not contact the office within 24 hours is not true- I contacted them via phone on March 14, 2014 – the next day – and I have a text message as well to confirm contact took place within 24 hours.

My letter sent via e-mail:

March 25, 2014

Inland Empire First Choice Maids

Corporate Headquarters [redacted]

Attn: Executive Offices

To Whom It May Concern:

I am writing regarding the services I did not receive from First Choice Maids on March 13, 2014. An employee arrived at my home to perform a four hour detail maid services – unfortunately for me the employee did not perform the cleaning services expected and as promised by your company. When I returned home and inspected my home – it was obvious the services I requested and paid for were not done. Your employee failed to clean several rooms in my home to include the bathrooms – as I walked through my home I was aghast to see that my home appeared to have not been touched by your employee. I was very disappointed and upset because I expected to return home to a clean home – which is what I paid for. I contacted your company and spoke with a represented to voice my concerns and complaint – I also asked him to please cancel all future scheduled home cleaning services from your company.

I researched your company online and noticed that your philosophy is “Satisfy 100% of our clients 100% of the time” – your philosophy was not fulfilled with this client. Not only did I not receive the services I paid your company for - I had to contact another maid services company and pay to have someone come into my home the following day and do the cleaning that your employee failed to do.

I am requesting to have a full refund of the fees paid to your company for services that were not provided by your employee. I also would like to have confirmation sent to my email address reflecting future scheduled maid services for my home have been cancelled.

Thank you for your time. I look forward to hearing from you regarding the above concerns.

Sincerely,

[redacted] Email: [redacted]

First Choice Maids Response to my letter:

Original message ------ From: [redacted] Date: 3/28/2014 9:28 AM To: [redacted] .; Subject:Feedback Thanks for contacting us! Our philosophy is simple. If you are not satisfied, contact us within 24 hours to "re-do"the task we missed. You are contacting us weeks after the appointment we had made.

Your future services are of course cancelled.

We are sorry you feel the way you do, however, we worked hard in your home and nobody was home to prioritize the cleaning essentials as most clients tent to do.

There will be no refund of labor rendered to you. We apologize.

Warmly, First Choice Maids, a division of PACIFICA Cleaning Group, L.L.C. [redacted]Desired Settlement: full refund

Business

Response:

Thank you we love all our clients and appreciate the feedback received:

This client was very difficult from the get-go. The scheduling was difficult and the initial communication was also difficult.

We assisted the client by being on site remotely and making sure her alarm was set.

We cleaned her home to all requested parameters, even though she was not home to assent (typically clients are home).

She called us well past the time we have reasonably sustained for re-cleaning requests.

No refund shall Issue. We apologize.

Review: I hired Pacifica Cleaning Group/First Choice Maids to clean my home for a move-out inspection service with extra money paid for "deep cleaning of appliances" and the company failed to complete the job as well as honor their satisfaction guarantee policy to fix any non-cleaned areas in the home within 24 hours. The services were paid for up-front via credit card for 5 hours of work by at least 1 person with the possibility of 2 persons. The cleaner showed up late and left early and cleaned the home in an extremely poor manner. The home was filthy in all aspects guaranteed by Pacifica Cleaning Group and the worst (or most filthy) parts of the home were the appliances, which were supposed to have been the focus of the cleaner and which I paid an additional $69 to have completed. I have several photographs of the home and video that show how poorly the home was cleaned. I contacted the company several times to have someone complete the job when I finally received a response the following day after the cleaning; I have record of each correspondence. [redacted], whom I had spoken with regarding the contract, claimed he would have someone out that day. I hadn't received a solid response for a time that they would come back to clean and so after 24 hours following the cleaning contract (per PCGs policy) they hadn't come to clean and I asked for a refund. Mel Konians threatened to send me to me to collection for the amount owed (which had been paid 2 days prior) and confirmed that he would NOT come back to my home. I informed him that I would dispute the charge with my credit card company. It took 9 additional hours to clean the home for inspection, which Pacifica Cleaning Group guaranteed would have already been done per our contract. This is the worst company and person I have ever dealt with in any business matter.Desired Settlement: I would like for Pacifica Cleaning Group to refund my entire payment because they failed to honor ANY aspect of their agreement. I paid up-front for the services in good-faith and they acted in poor-faith and bad business ethics. I would also like an apology and for Revdex.com to look into this company with full scrutiny for their business practices. [redacted] is completely unprofessional; he threatened me with collection and made no attempt at customer service outside of the initial contact in which he was obliged to take my credit card information.

Business

Response:

We love all our clients. The service was performed well. We retain BEFORE and AFTER photographs of all work performed.

When we attempted to come back

For a touch up session [redacted] became hostile and difficult. We will never endanger our ladies for the sake of cleaning.

Review: I have hired this company 3 times and this time the maid damaged my property. I had my tub reglazed 3 years ago and the girl that cleaned my house the first 2 times used the correct cleanser and a soft sponge as to not damage my tub. The last girl, despite my giving her instructions, used the scouring side of th sponge and took off a huge chunk of my glaze. I contacted the owner/manager of the company and he did not repond. I left 8 messages over a 10 day period with no response. The last message I said I would do a chargeback if he did not get back to me. He still never did. 2 weeks later he saw the chargeback and then called and demanded his money. He recharged me for the services with my permission but also with the understanding that he would look into repairing my tub. Nothing. I sent him pictures and he acted like he never got them. I resent 2 more times. He then sent an email saying the glaze was too new and not ready for cleaning. I sent him the receipt for the work which was from 3 years ago explaining that 3 years was plenty of time to dry. No reply. I requested a reply 2 weeks later. Nothing. I sent an email today saying I would file a complaint and he replied saying he accepts no responsibilty for the way my property was mistreated.Desired Settlement: I would like him to have my tub reglazed. It may be that only the tub portion needs to be redone without redoing the tiles above. As long as it looks cohesive, it is fine with me.

Business

Response:

Thank you, we love all our clients here at the office and understand we cannot make everyone happy all of the time. IN THIS MATTER, we have investigated fully (and spoken with our maid) and actually responded to the client numerous times as copied herewith. We reviewed receipts that were nearly 4 years old and of course are not responsible for poor workmanship, poor/old product especially when the client indicated the glaze was old during a business line communication. Thank you for reaching out, please see below: 05-25-14

Review: I was charged a deposit for their service of $300 (although quoted $200 for the job) about two weeks before job was to start. Job was completed on Feb 28, 2014 and then billed a week later on March 5th for a total of $341.98 with an unauthorized billing of my credit card for an additional $41.98 to pay the "invoice in full". I called the manager and emailed him for an explanation why the service bill was much more than he estimated and why he billed me without my authorization, but he ignored my calls/emails. I then contacted my credit card company to dispute the charge and they credited back the account. Only after this, did I receive an email from the manager that I am being billed for the 41.98 plus $75 legal fees that is being sent to a collection agency for unpaid invoice (On March 22,2014 I received this email). I emailed him back stating he never returned my calls and wanted an explanation for the fees and telling him I would post bad reviews for his horrible customer service and treatment and then he sent me a "cease contact email" or face legal trouble from the police. Completely unprofessional treatment to his customers and bogus charges without authorization.Desired Settlement: I want the $75 legal fee removed and the collection invoice removed with an email stating that it has been removed. If done, I will pay the $41.98 remaining balance.

Business

Response:

Thank you. Here at our company we love all 5,000 of our regular clients we have serviced for over a decade. On occasion we have a dispute

With a new client and we always attempt resolution amicably. When a client "Threatens" a business with non payment and forceful coercion of non payment with a "clear threat that they will write a negative review" if the valid charge is not terminated...... this creates a secondary problem. No business or local resident should be threatened. If there is a dispute there are easy protocols to handle same. The item discussed is a valid charge and has been submitted to collection with legal fees pending. There is a chance that we may not be able to reverse the process, to wit, the additional $75. We will attempt to mediate with collections and advise. Thank you.

Review: I received a cleaning service for their move-out special, the cleaning was not up to par for my final move-out inspection. When I called to complain, they said they would take care of me and correct the deficiencies in their service. They did exactly as they said and sent someone out to clean the areas that needed more attention, then they charged my credit card without my approval for the second cleaning. I called and they have not refunded the extra charge.Desired Settlement: Refund the charges to my credit card to fix their mistakes and correct this problem with the company policy. It's not right to charge customers to fix mistakes made by the company's agents for dissatisfaction.

Business

Response:

We love our clients and strive for perfection each time. In this case we went out to clean a second time due to the abundance of items left to clean. The client underestimated the cleaning needs. More work than stated was required to complete the requested home. While we do return to clean once we are called back....when there is an understated amount we must charge for the additional time injected. In this case we gave an hour for free but the second hour we had to charge for our time worked. Client was informed of same. Thank you. No further adjustments will be made.