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We have operated in the residential cleaning space since 2001, providing over 200,services to East Valley residents This is the first time – hopefully a single outlier – that we have ever found ourselves dedicating significant management resources to explain that our employees will not clean up animal waste in homes From our Service Agreement and Policies (signed by the client during the in-home consultation): Pets: If you have pets, please secure and pick up after them For sanitary and safety reasons our teams are not permitted to clean flea infested homes or pick up animal excrement We will also not clean if a team feels they are in danger from a dog or other animalsDefinition of excrement (source: Wiktionary) “Any waste matter excreted from the human or animal body, or discharged by bodily organs.”Management and an owner of the company have held multiple conversations with the client to help her understand why the pet waste wasn't cleaned and to compel her to bring the account cu**ent; to no availWe do guarantee all of our services, and – if notified within hours of a cleaning – will dispatch a crew out to co**ect work The client concedes that the entirety of her complaint with the delivered product was that the crew cleaned around the animal waste she failed to address prior to their a**ival The policies agreed to clearly state that cleaning animal waste is not in the scope of our offering Therefore, it follows that we held up our end of the agreement, whereas payment – in full – is demanded As of 8/12/2016, the account remains past due and was deemed delinquent on 08/09/2016; we have since accelerated the collection process by turning the account over to our third-party collections agency Per the cleaning agreement, any charges incu**ed during this collections process are the responsibility of the client and will be demanded in excess of the original cleaning fee

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Once a customer decides to go the route of “Lemon Law” or factory buyback, the dealer is taken out of the mixMy understanding is that [redacted] on two occasions attempted to have Lexus buy back her vehicle, with no success

Cleaning Authority,To your response ......I can tell that you do not listen or care about your customers by not standing by your percent satisfaction guarantee apparently you did not read my first response Your pet policy rule is contradictory to say the leastBy saying PICK UP Really, how do you pick up pet urine? Maybe wipe up or clean up needs to be added to your rule....Now, I have called times and emailed times to be able to speak with the Owner K.O He is the one who came to my home and spoke with me for minutes and promised me my baseboards would be cleaned He met my four dogs and was fully aware of what I expected Now about your hr guarantee I advised your office manager about my streaked stainless steel appliances and the water puddles left on my kitchen floor So again, your guarantee is bogus to say the least.Your definition....any waste matter excreted from THE HUMAN OR ANIMAL BODY really, you clean up human waste off of toilets Urine and FecesHMMMMM yes P.Oyou told me its an OSA LAW! Remember you hung up on me when I told you that I contacted OSHA myself You might want to read my first letter about your lie AGAIN I AM REQUESTING TO SPEAK WITH THE OWNER WHO CAME TO MY HOME FOR MINUTES ....WHY WON'T K.OCONTACT ME TO CLEAR UP THIS MATTER? TO DO WHAT HE PROMISED ME? HE WAS THE ONLY ONE IN MY HOME THAT CAN EXPLAIN WHY MY EXPECTATIONS WER NOT MET...WAITING TO HEAR FROM THE OWNER THANK YOU [redacted] ***

Please see attached file for responseOn April 20, I did the estimate at the Cr*** residence
MsC*** signed up for bi-weekly service at ninety-three (93) dollars per
cleanThe first service was scheduled for April 26th and was
confirmed by the Scheduler in our systemWe never send a
Team to a first clean
without confirmationThe entire home was not scheduled to be cleaned and some
areas of the home were placed on requestOur records indicate that all rooms
that were scheduled to be cleaned were servicedPer the signed Cleaning
Agreement, payment for service was due at the time of serviceMsC*** failed
to pay and was billed via her email, waiving late charges because of “new
customer”, on April 28thAttempting to reach our office via phone is never an issue
since it is staffed from 7:00AM to 5:00PM Monday through FridayIf all lines
are busy the call center answers until 8:00PM, then the call will go to voice
mailWe did receive an email from MsC*** and MsS*** M*** Operations
Manager, tried to contact her and left a message, but the message was never
returned by MsCr***We arrived again to service the home on May 10th
This was the next scheduled date for bi-weekly service per the Cleaning
Agreement and information left behind on April 26thThere was no
one home and the Team leftPer the Cleaning Agreement this is considered a
“lockout” and fees are assessed to pay our folks for travel time and time
waiting at the Cr*** residence while we attempted to contact herThis charge
was waived at the timeWe terminated MsCr*** as a customer on May 11th due to non-paymentOn May 13th MsCr*** was again emailed a
billing statement with the ten (10) dollar late payment fee added with the
following wording in the statement“As indicated in previous contacts, you have an outstanding
balance of $on your account plus a late feeYour account has been
terminated due to non-paymentPlease forward your payment to our office within
ten days to avoid having your account turned over to our Collection AgencyPer
The Cleaning Agreement all additional collection charges are your
responsibility.”On June 3rd MsCr*** contacted our office
wanting to know how she could pay the bill to stop collectionOn MondayJune
6th, the office called MsCr*** and told her that she could pay via
credit card and collection efforts would ceaseMsCr*** then changed her
story and refused to payUnless paid in the near future to the office or
our collection agency, we will also include the “lockout fees” from May 10th along with collection charges all of which are in compliance with the Cleaning
Agreement signed by MsCr***Regrettable that the process has gone this far
and that non-payment will result in a negative credit situation for MsCr***,
but the collection process w

Hello ***In regards to case ***Mrs*** *** brought her vehicle in on 10/31/with 103,miles on her carOne of her concerns was that her headlamps go on and off while drivingThe technician noted that the front bumper, right headlamp and right fender liner all were
damaged and needed to be replacedThe customer approved replacement of all the itemsCustomer then came in on 11/1/with 121,miles stating that we didn’t install the bumper properly and its hanging offWe found that again the bumper has damage on the side and bottom and this time the left fender liner is damagedI have attached the body shop file with photos showing that Mrs*** repeatedly hitting something low damaging the bumper and the covers underneath the front of the car as well as scrapping suspension partsThere is no documented phone calls from Mrs*** after bumper was installed a year and 17,miles ago of any concerns with the way the bumper was installedUnfortunately we decline to offer any assistance to Mrs*** at this time. Thank You,Joel MService DirectorLexus of Cherry Hill*** *** ** *** *** ** ***Phone: ***Fax: ***Email: ***

We have operated in the residential cleaning space since 2001, providing over 200,000 services to East Valley residents.  This is the first time – hopefully a single outlier – that we have ever found ourselves dedicating significant management resources to explain that our employees will not...

clean up animal waste in homes.  From our Service Agreement and Policies (signed by the client during the in-home consultation): Pets: If you have pets, please secure and pick up after them.  For sanitary and safety reasons our teams are not permitted to clean flea infested homes or pick up animal excrement.  We will also not clean if a team feels they are in danger from a dog or other animals. Definition of excrement (source: Wiktionary) “Any waste matter excreted from the human or animal body, or discharged by bodily organs.”Management and an owner of the company have held multiple conversations with the client to help her understand why the pet waste wasn't cleaned and to compel her to bring the account cu**ent; to no avail. We do guarantee all of our services, and – if notified within 24 hours of a cleaning – will dispatch a crew out to co**ect work.  The client concedes that the entirety of her complaint with the delivered product was that the crew cleaned around the animal waste she failed to address prior to their a**ival.  The policies agreed to clearly state that cleaning animal waste is not in the scope of our offering.  Therefore, it follows that we held up our end of the agreement, whereas payment – in full – is demanded.  As of 8/12/2016, the account remains past due and was deemed delinquent on 08/09/2016; we have since accelerated the collection process by turning the account over to our third-party collections agency.  Per the cleaning agreement, any charges incu**ed during this collections process are the responsibility of the client and will be demanded in excess of the original cleaning fee.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Cleaning Authority,To your response ......I can tell that you do not listen or care about your customers by not standing by your 100 percent satisfaction guarantee.  apparently you did not read my first response.  Your pet policy rule is contradictory to say the least. By saying PICK UP.  Really,  how do you pick up pet urine?  Maybe wipe up or clean up needs to be added to your rule....Now,  I have called 3 times and emailed 2 times to be able to speak with the Owner K.O.  He is the one who came to my home and spoke with me for 90 minutes and promised me my baseboards would be cleaned.  He met my four dogs and was fully aware of what I expected.  Now about your 24 hr guarantee.  I advised your office manager about my streaked stainless steel appliances and the water puddles left on my kitchen floor.  So again, your 24 guarantee is bogus to say the least.Your definition....any waste matter excreted from THE HUMAN OR ANIMAL BODY.  really, you clean up human waste off of toilets Urine and Feces. HMMMMM.  yes P.O. you told me its an OSA LAW! Remember you hung up on me when I told you that I contacted OSHA myself.  You might want to read my first letter about your lie.   AGAIN I AM REQUESTING TO SPEAK WITH THE OWNER WHO CAME TO MY HOME FOR 90 MINUTES ....WHY WON'T K.O. CONTACT ME TO CLEAR UP THIS MATTER?  TO DO WHAT HE PROMISED ME?  HE WAS THE ONLY ONE IN MY HOME THAT CAN EXPLAIN WHY MY EXPECTATIONS WER NOT MET...WAITING TO HEAR FROM THE OWNER ... THANK YOU[redacted]

The office originally responded to the complaint while I was on vacation. The story gets better as time moves on. We serviced the [redacted] residence on July 20th for the first and last time. The complaint was that we would not clean up dog waste that is apparently throughout the home. The other initial complaint was that we did not clean inside cabinets. Both of these complaints are items we do not provide. We do not go inside customer’s drawers or cabinets. We do not clean up animal waste. We also do not clean chimneys which I’m sure will be added as a complaint soon. In The Cleaning Agreement, which Ms. [redacted] signed, it states “For sanitary and safety reasons our teams are not permitted to clean flea infested homes or pick up animal excrement”. The East Valley Cleaning Authority has now provided over 210,000 services and this has never been an issue. We do not clean up animal waste. We do spell out exactly what we provide for the service. The 24-hour guarantee would pertain to areas we provided service, but were not properly cleaned. There was no mention until now of stainless steel or floors. Apparently this is made up as we move along. Ms. [redacted], you are rude and have attempted to bully, which does not sit well here. Payment was due at time of service which was not paid. You were billed, given time to pay, and when payment was not made the account was turned over to a third party for collection. Per The Cleaning Agreement, you are responsible for all collection charges and based on your attitude, I am confident that at some point an attorney will be involved. We are out of the collection process. There is nothing to compromise here and I doubt any further contact will be beneficial.

Once a customer decides to go the route of “Lemon Law” or factory buyback, the dealer is taken out of the mix. My understanding is that [redacted] on two occasions attempted to have Lexus buy back her vehicle, with no success