Perfect Cleaning

This response it is in reference of the case number [redacted] The house cleaning service was provided on October 16th to Mrs [redacted] in [redacted] The ladies arrived within the estimated time which was between 8:00am and 8:30amThe phone call they received was from our officeWe always call the ladies before they start the service to give them additional information before they start the cleaning, especially for being a initial cleaning or first time they had been to the customer's homeOur office is closed on SaturdaysBut we definitely responded to MrsDavis' email as soon as we collected additional and relevant information from the ladiesWe always collect information from the cleaning crew before replying to any customer's emailWe replied to her email on Monday by 10:00amWe respectfully apologize for her dissatisfaction with our servicesIn any moment we refused to send our team back to reclean any areas that was not properly cleaned or not cleaned up to her expectations Our 48-hours policy for a customer to make a complaint didn't not apply to her because she sent us an email less than a day after we had performed the serviceWe however, in any moment refused to send our team back to the serviceIn fact, we were going to send the ladies back to reclean the entire house at no chargeBut Mrs [redacted] did not accept our offer to have the ladies back to fix the areas that were missed or not properly cleanedAfter we explained that it is our policy, to first, offer to send the ladies back to redo the service before offering for a refund, she declined itAfter a few emails back-and-forth discussing this point she continued to insisting on getting our money backWe can never tell if the customer is telling the truth without having the opportunity to go back to his or her houseMrs [redacted] never gave us an oh putting it toto go back and re-clean the areas that she felt was not properly cleanedWe have and can provide the copies of the conversation that we had with her via emailWe are open to work with her and come to an agreement as we do for any customerI have to tell that in all the years that we've been serving our community, this is the first person that we understand makes a complaint to Revdex.comSincerely, [redacted]

First, I would like to mention that we have been serving the Richmond community for over Years and having more than [redacted] hundred regular customers whose houses we clean on a weekly, every-other week and monthly cycle When someone calls our office to inquire about our services and prices we are always very clear about that I personally don't remember having a single customer who were surprised about the price after we've cleaned their home or did not understand what was agreed over the phoneWe operate normally Mondays to Fridaysand Sunday we serve only those who has a special need or emergency cleaning need; therefore, for Sunday services we charge a little moreMrs [redacted] *** initially asked about our hours / ladies for $ [redacted] per hour, we said that this special was only for Monday to Friday like any other special She also inquired about the [redacted] special, again we kindly explained that the [redacted] special was only for Mondays to FridaysAt the end she agreed to pay for our Sunday rate of $ [redacted] / hour / cleanersShe, in any moment, said that she only wanted hours of serviceWe always explain to our customers that when it is a moor move-out cleaning we cannot predict exactly how long the cleaning will take, we can give, however, just a rough ideaThe time of the cleaning will always depend on the situation of the houseUsually the kitchen and the bathrooms will require more time to cleanIn that specific case her kitchen appliances needed more attention from our cleaning ladiesOur teams are always dispatched to job to finish it; otherwise, informed differently by our officeIn that case, our office never received any information or request for the service to be of a maximum of hours, neither the ladies who cleaned the apartment received any information from the customer that they should stop when hours of cleaning were completedIt does not make any sense that someone calls a cleaning service for a move-out cleaning, which was the request, but would limit it to a maximum of hours We know exactly what time they start and what time they finish each jobOur team arrived at ***' [redacted] by 8:20am and finished the cleaning by 11:30am The customer was home when our team arrived and when they leftNothing was said to them in any moment about the quality or about our cleaning procedureOn the contrary, for someone that would not be happy with the service would not give a tip, but Mrs [redacted] *** gave a total of $ [redacted] to the ladiesShe never called us to complain about anything related to the service! Only when she saw the charge on her credit card was then when she mentioned that she was somewhat not happy with the cleaningShe said that we had applied too much chemicals over her stoveOf course, that we could not save cleaning products for that cleaning, because there was a good amount of cooking grease over the stoveAnd we said that was necessary to use enough cleaning products to clean the area We sincerely felt that it was a customer who wanted to take advantage of our small family owned business because she kept insisting on the special and [redacted] vouchers that we offered, also threatening us from the beginning to report our business to Revdex.comThat when used the term “people like you’ to refer to someone that had clearly shown the intention to take advantage of our business and denigrate our reputationWe never referred to her race or ethnicity! Even this shows her intention to use this statement out of context against usI personally feel very sorry for our people who volunteer to work on Sundays to help customers in need, when they could be enjoying the day off with their families

First, I would like to mention that we have been serving the Richmond community for over Years and having more than hundred regular customers whose houses we clean on a weekly, every-other week and monthly cycle. When someone calls our office to inquire about our services and prices we
are always very clear about that. I personally don't remember having a single customer who were surprised about the price after we've cleaned their home or did not understand what was agreed over the phoneWe operate normally Mondays to Fridaysand Sunday we serve only those who has a special need or emergency cleaning need; therefore, for Sunday services we charge a little moreMrs*** *** initially asked about our hours / ladies for $** per hour, we said that this special was only for Monday to Friday like any other special. She also inquired about the *** special, again we kindly explained that the *** special was only for Mondays to FridaysAt the end she agreed to pay for our Sunday rate of $** / hour / cleanersShe, in any moment, said that she only wanted hours of serviceWe always explain to our customers that when it is a moor move-out cleaning we cannot predict exactly how long the cleaning will take, we can give, however, just a rough ideaThe time of the cleaning will always depend on the situation of the houseUsually the kitchen and the bathrooms will require more time to cleanIn that specific case her kitchen appliances needed more attention from our cleaning ladiesOur teams are always dispatched to job to finish it; otherwise, informed differently by our officeIn that case, our office never received any information or request for the service to be of a maximum of hours, neither the ladies who cleaned the apartment received any information from the customer that they should stop when hours of cleaning were completedIt does not make any sense that someone calls a cleaning service for a move-out cleaning, which was the request, but would limit it to a maximum of hours. We know exactly what time they start and what time they finish each jobOur team arrived at ***'s aptby 8:20am and finished the cleaning by 11:30am. The customer was home when our team arrived and when they leftNothing was said to them in any moment about the quality or about our cleaning procedureOn the contrary, for someone that would not be happy with the service would not give a tip, but Mrs*** *** gave a total of $*** to the ladiesShe never called us to complain about anything related to the service! Only when she saw the charge on her credit card was then when she mentioned that she was somewhat not happy with the cleaningShe said that we had applied too much chemicals over her stoveOf course, that we could not save cleaning products for that cleaning, because there was a good amount of cooking grease over the stoveAnd we said that was necessary to use enough cleaning products to clean the area. We sincerely felt that it was a customer who wanted to take advantage of our small family owned business because she kept insisting on the special and *** vouchers that we offered, also threatening us from the beginning to report our business to Revdex.comThat when used the term “people like you’ to refer to someone that had clearly shown the intention to take advantage of our business and denigrate our reputationWe never referred to her race or ethnicity! Even this shows her intention to use this statement out of context against usI personally feel very sorry for our people who volunteer to work on Sundays to help customers in need, when they could be enjoying the day off with their families

This response it is in reference of the case number *** The house cleaning service was
provided on October 16th to Mrs*** *** in *** ***. The ladies arrived within the estimated time
which was between 8:00am and 8:30amThe phone call they received was from
our
officeWe always call the ladies before they start the service to give them additional information before
they start the cleaning, especially for being a initial cleaning or first time
they had been to the customer's homeOur office is closed on SaturdaysBut we
definitely responded to MrsDavis' email as soon as we collected additional
and relevant information from the ladiesWe always collect information from
the cleaning crew before replying to any customer's emailWe replied to her
email on Monday by 10:00amWe respectfully apologize for her dissatisfaction
with our servicesIn any moment we refused to send our team back to reclean
any areas that was not properly cleaned or not cleaned up to her expectations
Our 48-hours policy for a customer to make a complaint didn't not apply to her
because she sent us an email less than a day after we had performed the
serviceWe however, in any moment
refused to send our team back to the serviceIn fact, we were going to send
the ladies back to reclean the entire house at no chargeBut Mrs*** did
not accept our offer to have the ladies back to fix the areas that were missed
or not properly cleanedAfter we explained that it is our policy, to first, offer to send the ladies back to redo the
service before offering for a refund, she declined itAfter a few emails
back-and-forth discussing this point she continued to insisting on getting our
money backWe can never tell if the customer is telling the truth without having
the opportunity to go back to his or her houseMrs*** never gave us an oh
putting it toto go back and re-clean the
areas that she felt was not properly cleanedWe have and can provide the
copies of the conversation that we had with her via emailWe are open to work
with her and come to an agreement as we do for any customerI have to tell
that in all the years that we've been serving our community, this is the first person that we understand
makes a complaint to Revdex.comSincerely, *** ***

We are really surprised and at the sometime disappointed that we were not able to make this customer satisfied with our services.  We, however, gave the best we could to not only provide the best service at the first visit, but also to correct and redo any area that the customer felt it was not...

properly cleaned. when we came back for the second time. Our name and reputation are very sacred to us, so we always strive to provide an excellent service right at the first time. Having to go back to redo a cleaning is very unusual to us, but if we have to do it, we will gladly return to the customer’s home to re-clean any area at no charge.  The customer here in question in fact called us after the service was provided and told us that there were a few areas that need to be cleaned a little more. The customer sent us some pictures so that we could understand which areas those were, and therefore, pass the precise information to the cleaning crew of what they should re-clean.  Our crew went back to the house to re-clean all the areas that the customer had requested.  The customer indicated to the ladies that everything was good, and the service was approved. The customer never mentioned any thing else after our crew went back to her house.  Our business’ procedure to resolve any complaint from a customer is to first send the cleaning crew back to the property to redo the service.  If, after we redo the service, and the customer is still not satisfied, we will send a supervisor to see and evaluate the service to make sure that the dissatisfaction of the customer is in fact a cleaning related problem.  Sometimes, peeling paint, discolored tubs, mildew underneath the shower Silone, sun burned blinds, soiled wood floors can give an impression of a poor cleaning service.  We clearly explained to the customer our policy for complaint resolution, but since the first time the customer was insisting on having her money back. We told her that we had to first follow our company’s policy and procedure for a not satisfied service.  We even offered her **% off her next service which usually we do not do it until we have gone through the process of correcting the service according to our company’s police.  We understood that after we came the second time the customer became satisfied. We are open to come anytime to re-clean the entire house at no cost.As the customer mentioned, we were referred to her by her friend which we been cleaning for her over three years. We send the same crew that has been cleaning her friend’s house. The friend is extremely happy with our services. We feel sorry to see that some people are so eager to denigrate a good and honest business image before giving it a chance to correct the problem. This is very sad.

First, I would like to mention that we have been serving the Richmond community for over 20 Years and having more than [redacted] hundred regular customers whose houses we clean on a weekly, every-other week and monthly cycle.  When someone calls our office to inquire about our services and prices we...

are always very clear about that.  I personally don't remember having a single customer who were surprised about the price after we've cleaned their home or did not understand what was agreed over the phone. We operate normally Mondays to Fridays. and Sunday we serve only those who has a special need or emergency cleaning need; therefore, for Sunday services we charge a little more. Mrs. [redacted] initially asked about our 2 hours / 2 ladies for $** per hour, we said that this special was only for Monday to Friday like any other special.  She also inquired about the [redacted] special, again we kindly explained that the [redacted] special was only for Mondays to Fridays. At the end she agreed to pay for our Sunday rate of $** / hour / 2 cleaners. She, in any moment, said that she only wanted 2 hours of service. We always explain to our customers that when it is a move-in or move-out cleaning we cannot predict exactly how long the cleaning will take, we can give, however, just a rough idea. The time of the cleaning will always depend on the situation of the house. Usually the kitchen and the bathrooms will require more time to clean. In that specific case her kitchen appliances needed more attention from our cleaning ladies. Our teams are always dispatched to job to finish it; otherwise, informed differently by our office. In that case, our office never received any information or request for the service to be of a maximum of 2 hours, neither the ladies who cleaned the apartment received any information from the customer that they should stop when 2 hours of cleaning were completed. It does not make any sense that someone calls a cleaning service for a move-out cleaning, which was the request, but would limit it to a maximum of 2 hours.  We know exactly what time they start and what time they finish each job. Our team arrived at [redacted] by 8:20am and finished the cleaning by 11:30am.  The customer was home when our team arrived and when they left. Nothing was said to them in any moment about the quality or about our cleaning procedure. On the contrary, for someone that would not be happy with the service would not give a tip, but Mrs. [redacted] gave a total of $[redacted] to the ladies. She never called us to complain about anything related to the service! Only when she saw the charge on her credit card was then when she mentioned that she was somewhat not happy with the cleaning. She said that we had applied too much chemicals over her stove. Of course, that we could not save cleaning products for that cleaning, because there was a good amount of cooking grease over the stove. And we said that was necessary to use enough cleaning products to clean the area.  We sincerely felt that it was a customer who wanted to take advantage of our small family owned business because she kept insisting on the special and [redacted] vouchers that we offered, also threatening us from the beginning to report our business to Revdex.com. That when used the term “people like you’ to refer to someone that had clearly shown the intention to take advantage of our business and denigrate our reputation. We never referred to her race or ethnicity! Even this shows her intention to use this statement out of context against us. I personally feel very sorry for our people who volunteer to work on Sundays to help customers in need, when they could be enjoying the day off with their families.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear belowWhen the original service was scheduled, there was no furniture in the home and I didn’t have my children in the home. When the crew returned, there was furniture and I had my two small children in the home. The crew seemed defensive of the work they had done previously and it was clear that  they didn’t really want to be there. They know they didn’t clean the fans and the other things I pointed out. Claudia, person likely responding to this complaint has never been to my home. I underestimated that the pictures I sent would be proof enough, but apparently I was wrong. 
Regards,
[redacted]

This response it is in reference of the case number  [redacted] . The house cleaning service was
provided on October 16th to Mrs. [redacted] in [redacted].  The ladies arrived within the estimated time
which was between 8:00am and 8:30am. The phone call they received was from...

our
office. We always call the ladies before they start the service  to give them additional information before
they start the cleaning, especially for being a initial cleaning or first time
they had been to the customer's home. Our office is closed on Saturdays. But we
definitely responded to Mrs. Davis' email as soon as we collected additional
and relevant information from the ladies. We always collect information from
the cleaning crew before replying to any customer's email. We replied to her
email on Monday by 10:00am. We respectfully apologize for her dissatisfaction
with our services. In any moment we refused to send our team back to reclean
any areas that was not properly cleaned or not cleaned up to her expectations.
Our 48-hours policy for a customer to make a complaint didn't not apply to her
because she sent us an email less than a day after we had performed the
service. We however,  in any moment
refused to send our team back to re-do the service. In fact, we were going to send
the ladies back to reclean the entire house at no charge. But Mrs. [redacted] did
not accept our offer to have the ladies back to fix the areas that were missed
or not properly cleaned. After we explained that it is our policy, to first,  offer to send the ladies back to redo the
service before offering for a refund, she declined it. After a few emails
back-and-forth discussing this point she continued to insisting on getting our
money back. We can never tell if the customer is telling the truth without having
the opportunity to go back to his or her house. Mrs. [redacted] never gave us an oh
putting it toto go back and  re-clean the
areas that she felt was not properly cleaned. We have and can provide the
copies of the conversation that we had with her via email. We are open to work
with her and come to an agreement as we do for any customer. I have to tell
that in all the years that we've been serving our community,  this is the first person that we understand
makes a complaint to Revdex.com. Sincerely,
 
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Review: I had housecleaning services rendered on Friday, October 16th beginning around 8:15 am. When the service workers arrived, they failed to introduce themselves and one of the workers went to take a phone call which lasted for about 5 minutes. After that, my husband and I introduced ourselves to the workers and I gave a brief overview of our house. At that time, I asked them not to clean one of my 4 bedrooms as my daughter was in the process of moving the next day. They said that was fine and they understood my request. We left a check on the island for $154 and left for work leaving the 2 workers in our home to clean our house. Upon my return home that evening, I noticed first thing that our floors (kitchen, sunroom and family room) had not been cleaned and the bedroom that I specifically asked them not to go in they went in and cleaned and threw away items that weren't trash. I took pictures of the kitchen and sunroom floor to show how dirty the floor still was even after they supposedly cleaned our house. The rest of our house did not look clean either. There was no smell as if it had just been cleaned nor were there any carpet lines indicating the vacuum had been run. The blinds were not dusted, as this was supposed to be part of the cleaning services rendered. I left a voicemail for the company around 7:30 pm, but did not receive a return phone call. I sent an email Saturday morning expressing my dissatisfaction with the service and requesting a full refund. I received an email this morning, Monday, October 19th stating that their policy is to have the workers return within 48 hours to perform the services that we were not satisfied with, but they could not issue a refund. I replied to that email and stated that I did not want nor did I trust any of their workers to come back to my house to perform a service that should have been performed correctly the first time around.Desired Settlement: I want a full refund of the $154 paid for the service that was not performed to my satisfaction. I didn't receive any kind of contract or agreement, nor did I receive an email that stated their policy if the customer wasn't satisfied. The merchant said it is there policy to have workers return within 48 hours to perform the services that we weren't satisfied with, but that policy is not indicated on their website or in any documentation that they provided me with via email. I have the email showing that the merchant said "they were sorry to hear that I'm not a customer that believes in second chances". The bottom line is if the merchant really believed in good customer service, they would have made sure there would be no need for second chances.

Business

Response:

This response it is in reference of the case number [redacted] . The house cleaning service was

provided on October 16th to Mrs. [redacted] in [redacted]. The ladies arrived within the estimated time

which was between 8:00am and 8:30am. The phone call they received was from our

office. We always call the ladies before they start the service to give them additional information before

they start the cleaning, especially for being a initial cleaning or first time

they had been to the customer's home. Our office is closed on Saturdays. But we

definitely responded to Mrs. Davis' email as soon as we collected additional

and relevant information from the ladies. We always collect information from

the cleaning crew before replying to any customer's email. We replied to her

email on Monday by 10:00am. We respectfully apologize for her dissatisfaction

with our services. In any moment we refused to send our team back to reclean

any areas that was not properly cleaned or not cleaned up to her expectations.

Our 48-hours policy for a customer to make a complaint didn't not apply to her

because she sent us an email less than a day after we had performed the

service. We however, in any moment

refused to send our team back to re-do the service. In fact, we were going to send

the ladies back to reclean the entire house at no charge. But Mrs. [redacted] did

not accept our offer to have the ladies back to fix the areas that were missed

or not properly cleaned. After we explained that it is our policy, to first, offer to send the ladies back to redo the

service before offering for a refund, she declined it. After a few emails

back-and-forth discussing this point she continued to insisting on getting our

money back. We can never tell if the customer is telling the truth without having

the opportunity to go back to his or her house. Mrs. [redacted] never gave us an oh

putting it toto go back and re-clean the

areas that she felt was not properly cleaned. We have and can provide the

copies of the conversation that we had with her via email. We are open to work

with her and come to an agreement as we do for any customer. I have to tell

that in all the years that we've been serving our community, this is the first person that we understand

makes a complaint to Revdex.com. Sincerely, [redacted]