Premier Residential Services

Initial Business Response / [redacted] (1000, 5, 2016/03/29) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @premier-residential-services.com This client began using Premier Residential Services housekeeping services in July The client has always refused to pay for more than hours of housekeeping for each departure clean for their rental unit in La Quinta, CA and in many cases that is all the time we had when the arrivals and departures were the same day It became apparent in the client's last e-mail that our client was expecting us to perform more than just housekeeping when she stated: "How hard is it to get a ladder to clean a vent or to put a battery in or pick up a VCR off the floor? If a lamp is missing a shade, ask me and I will tell you to throw the lamp awayThose are not issues that are hard to fix." These items are not the responsibility of our housekeepersOur housekeepers are there to clean onlyOur housekeepers do not wash windows, perform inventory checks, inspections for damage, carry around ladders (for insurance reasons are actually forbidden to go on a ladder), do not pick up televisions, etc Our records also indicate that the house has not had a deep clean nor the windows washed since we took over housekeeping and that was in All our other rental homes include a deep clean, window washing, high ledges, mechanical checks, etcat least annuallyOur client's expectations on what our housekeepers should be doing in their limited time are neither fair nor realistic The client also expected us as a company to advise her when work was required and take care of it, but did not want to pay us to check her home for issuesTo the best of our knowledge client has not seen the home, but is taking the word of the rentersThe renters are not going to know what the housekeepers responsibilities are in regards to carpet stains, upholstery stains, dirty windows, etcWe can send photos of the state of the home and e-mails over the years requesting the client to become a full service or corporate rental client so that we could manage their homeAs you can imagine a heavily rented home over this period of time with no preventative maintenance or deep cleans is in desperate need of both E-mails from the client are available as to where she indicates she can not understand why our housekeepers couldn't replace a smoke detector battery in the ceiling (no ladder, no battery, etc), as well as us asking them to become rental clients and not just housekeeping clientsPhotos are also available to show the condition of the home In a recent inspection we noted the following items to our client that needed attention before she was going to receive good reviews and for the house to look clean: - All carpets need to be cleaned or replacedStains and filthyBathroom carpets bad - Walls need to be paintedBlack marks on many walls - Upholstery is dirty and stainedNot sure if you need new furniture or if it can be cleaned, but personally I wouldn't even want to sit on it - Windows in and out are filthyMakes house look dirty even when it is clean - Ceiling vents are black with dirt - too high for housekeepers - Soap holder in shower coming off - Guest bathroom shower was unable to come clean even with bleachNeeds to be re-caulkedCaulk is black - Bed spreads need to be replaced - All linens need to be replaced due to wear and tear - Most blinds are brokenStrings do not work, are on floor and blinds do not go up or down - Valances need to go to the dry cleaners - Lamp shades are all worn, stained, broken or missing - VCR on floor - Coffee maker needs to be replacedStains will not come off - Outside shade broken and tornVery dangerous and should be removed immediately - Wires on floors is safety issue - Smoke detector in hall has no battery and is coming off - Kitchen floor will not come clean - For a rental home the closets need to be cleaned outThere is junk in every one of them - Drawer liners need to be replaced - Broken window held together with tape We were not asked to perform a deep clean until late February and the clean was performed on March 2, Client is stating in her e-mail that she is receiving complaints from January before the deep clean Client owes us $1,712.50, as they have not paid us for any services performed in January, February or March The work was done and the money is dueWe will happily provide the housekeepers names, dates work was performed and time spent performing basic housekeepingWe will go to court if necessary to receive all funds due to us for services provided over the last three months Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is an absolute lie that I have ever told them they cannot spend more than hours cleaning our condoI have NEVER restricted the number of hours that Premier could clean in their regular service, they never asked me to extend the service beyond hours or told me they thought that was neededThe recent "deep clean" they say they did left a list of things that are still not done that is extensive that do relate to cleaning so I don't see why they think additional time on regular cleanings would have helped them anywayThey supposedly had hours and could not accomplish anything as far as I can tell from that listIt seems like no matter how much time they have this season they are not getting the job doneThey are the only ones who have cleaned the unit for the past several years, so if things are beyond they ability to be cleaned at this point, that is on them and only themMaintenance items are not the issue here, and those items on their list of to do's are not relevant to this conversationThat is not what I expect of them unless I ask them to hire a professional on our behalfI expect them to cleanIt would have been nice if they alerted me to some of those maintenance items, but they didn't and that is not the basis for my complaintAsking that they move a VCR they found on the floor that clearly does not belong there is not the same as maintenance or asking that they move a TV (which I did not do), and weighs less than a vacuum cleaner they have to lift up and down the stairs to get to our living floor anyway so thinking they could have picked that up off of the floor does not seem like a big deal - just common courtesy and part of straightening up They did try to "upsell" me additional service, but I do not have a large amount of volume of renters (by choice) and the expanded service they tried to upsell me was not warranted by the short duration of the rental seasonTheir upsells involved year long management services for a month seasonThis is not a business for me, this is my family's vacation home and we rent it out a moderate amount to offset our expenseThis is the first year they have specifically, directly recommended the deep clean to us that I can recall and it was in reaction to the complaint information I relayed to them from my guests Being present to clean and doing a good job while you are doing it are two entirely different things, and the fact that they were present to clean does not mean they did what they were supposed to doI too have photos from guests who photographed the unit immediately upon arrival to show me things Premier did poorly or failed to do and many went out and bought cleaning supplies and cleaned the unit so they could stay in itWhether these guests know what Premier considered to be part of their routine or not, they knew that the place was not properly cleaned and were very vocal about itIf it were one guest, I would chalk it up to that guest being picky but it has been SEVERAL guests this seasonThat is why I am upset and why I filed this complaintI have refunded almost $1,to guests this season and each and every one of those refunded guests stated the condo was not being cleaned even close to an acceptable standard If they want to spend money to take this to court, I can tell you that I will fight vigorously and the only people who will truly win in that will be the lawyersAt a minimum, in the end I am certain that if I had to pay anything for the poor service I have received from Premier (which I doubt), it would without question be offset by what I have had to refund Final Business Response / [redacted] (4000, 9, 2016/04/04) */ In response to Mrs [redacted] 's March 29, reply: Our computer stated not to go over hours of housekeeping without client permissionThese directions are put into our system at client's request In an e-mail dated 3/2/15, client is requesting a clean for a 3/5/arrivalShe is also stating that she wants the "housekeepers to make sure the light bulbs are replaced if not working, check on inventory, specifically toilet, paper and paper towels, make sure carpet stains are cleaned well and let me know if anything else needs to be repaired." Again none of these requests are the job of the housekeeperOn 3/4/we received a request for housekeeping on 3/8/On 11/22/received a housekeeping request to be done prior to 11/24/ All these last minute housekeeping requests that we fulfilled does not leave any time to perform extra workWe had to shuffle schedules just to get the work done There are numerous times that we have e-mailed the client with additional issues: -On April 10, we e-mailed client that toilet was broken, oven had damage stains and carpet was stained even though this is not our job, nor did we charge the clientNo response from client ever received -On April 16, we e-mailed client that home was very dirty, master bedroom toilet not working and carpet was wetWe also advised client and charged client for removing trash and one hour of extra cleaningNo response from client in regards to maintenance issues -On April 23, 2015, we informed client that bathroom with purple towels had leaking toilet and carpet is wet, all bed covers have a bad odor and mattress cover has a large red stainNo response from clientWe did spend two hours over the four hours of cleaning which is all the time we hadAgain, no response or authorization from client to go ahead and take care of these items Dryer broken on 1/15/departure cleanLinens taken off site to be dried and returned again to property On numerous occasions over the years we have recommended that the client become a full service client so that we could take of all the items that the client seemed to expect us to do E-mail to client: "You really need to become a Full Service Client if you wish to have us do things beyond housekeeping and window washingPlease see attached price list Our housekeeper is at the house now and reports the unit was set at but is workingWe had her raise it to If you still want me to, I will try to have one of our HVAC vendors go out today." ***We not only took care of this issue but paid the vendor on behalf of the client and waited until 6/25/to get reimbursed from client On January 27, we e-mailed client the following: "Our housekeepers are scheduled to clean your home onlyThey do not have time to perform inventories, check light bulbs, check for broken objects, leaks, report linen issues, shop for supplies, etc If you would like to continue services with us we will have to switch you to our Corporate Rental programThe rates and included features are attached for your convenienceThis monthly fee would also allow you to use our lower rates for housekeeping and any other additional services you might requireA dedicated client service associate that deals with rentals will be assigned to your account when you sign up for the Corporate Rental program and will be the only person that you need to work with It is just not cost effective for us to continue in the same manner as the past and even if we charged you for all the additional administrative time we are not set up properly to handle your requests in a timely fashion If you should continue services with us, our housekeeping supervisor highly recommends a deep clean prior to the season startingShe will also perform a supervisor inspection to make recommendations regarding your linens, carpets, supplies, etcas these areas appear to be a source of many of the complaints." In addition, we made a special exception to allow the client to shorten the one year agreement as stated in this e-mail: "Thank you for your prompt responseNormally the Corporate Rental program is a commitment for one year, but since you have been a client for some time we will go ahead and make an exception for this season only if you desire to go forward with this program." No response from client The only client complaint with any detail that was received by the client's renter reads as follows: [redacted] , The condo is pretty dirtyI had to remop the kitchen floor and wash all the cabinets which had food residue all overTop of fridge was covered in dusty dirtAlmost no towels and none that matchAll towels are badly stainedMaster bedroom lamp has no shadeToilet not fixedRugs are spotted and dirtWashed the kitchen throw rugs which were filthyWashed bedspread which had some unknown stuff on it I have to go to the store and buy towels I'm not a happy renter so far As you can see, not all these issues are housekeeping issuesTowels that need to be replaced, missing master bedroom lamp shade, broken toilet, dirty rugsWe do not have time with only one washer and dryer to wash the throw rugs and bed spreads in addition to the towels and sheetsWe also need to know what the arrival date is for this complaint We also have photos that show the state of the home that we would like to includePlease advise the best means to get these photos to you If the client can be more specific to the arrival date for the above complaint and any additional detailed housekeeping complaints we will be happy to review themWe need the detail as to exactly what the renter considered dirty and the arrival datesThe photos the client mentioned would also be helpful Final Consumer Response / [redacted] (3000, 16, 2016/06/02) */ I did not respond after Premier's last reply because it is obvious they are not going to take any responsibility for their own actions and it is a waste of time to try to get them to see they have caused us harmThey are flat out wrong that I never provided detail about the cleaning issues, I did it repeatedly this year when and as the issues occurred and would not enhance service with them in April because I am not about to pay them more for more service when they don't provide basic cleaning service well (as you can see from the complaint they pasted into their reply)I had hired another cleaning company by thenThe refunds I gave to guests who complained were about their cleaning, and whether they believe it or not, it is trueNow they have sued us in small claims court in California and we will have our say in court with a judge who will make sure they listen for once

Initial Business Response /* (1000, 5, 2016/03/29) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@premier-residential-services.com
This client began using Premier Residential Services housekeeping services in July 2012. The client has always refused to...

pay for more than 4 hours of housekeeping for each departure clean for their rental unit in La Quinta, CA and in many cases that is all the time we had when the arrivals and departures were the same day.
It became apparent in the client's last e-mail that our client was expecting us to perform more than just housekeeping when she stated: "How hard is it to get a ladder to clean a vent or to put a battery in or pick up a VCR off the floor? If a lamp is missing a shade, ask me and I will tell you to throw the lamp away. Those are not issues that are hard to fix." These items are not the responsibility of our housekeepers. Our housekeepers are there to clean only. Our housekeepers do not wash windows, perform inventory checks, inspections for damage, carry around ladders (for insurance reasons are actually forbidden to go on a ladder), do not pick up televisions, etc.
Our records also indicate that the house has not had a deep clean nor the windows washed since we took over housekeeping and that was in 2012. All our other rental homes include a deep clean, window washing, high ledges, mechanical checks, etc. at least annually. Our client's expectations on what our housekeepers should be doing in their limited time are neither fair nor realistic.

The client also expected us as a company to advise her when work was required and take care of it, but did not want to pay us to check her home for issues. To the best of our knowledge client has not seen the home, but is taking the word of the renters. The renters are not going to know what the housekeepers responsibilities are in regards to carpet stains, upholstery stains, dirty windows, etc. We can send photos of the state of the home and e-mails over the years requesting the client to become a full service or corporate rental client so that we could manage their home. As you can imagine a heavily rented home over this period of time with no preventative maintenance or deep cleans is in desperate need of both.
E-mails from the client are available as to where she indicates she can not understand why our housekeepers couldn't replace a smoke detector battery in the ceiling (no ladder, no battery, etc), as well as us asking them to become rental clients and not just housekeeping clients. Photos are also available to show the condition of the home.
In a recent inspection we noted the following items to our client that needed attention before she was going to receive good reviews and for the house to look clean:
- All carpets need to be cleaned or replaced. Stains and filthy. Bathroom carpets bad.
- Walls need to be painted. Black marks on many walls
- Upholstery is dirty and stained. Not sure if you need new furniture or if it can be cleaned, but personally I wouldn't even want to sit on it
- Windows in and out are filthy. Makes house look dirty even when it is clean
- Ceiling vents are black with dirt - too high for housekeepers
- Soap holder in shower coming off
- Guest bathroom shower was unable to come clean even with bleach. Needs to be re-caulked. Caulk is black.
- Bed spreads need to be replaced
- All linens need to be replaced due to wear and tear
- Most blinds are broken. Strings do not work, are on floor and blinds do not go up or down
- Valances need to go to the dry cleaners
- Lamp shades are all worn, stained, broken or missing
- VCR on floor
- Coffee maker needs to be replaced. Stains will not come off
- Outside shade broken and torn. Very dangerous and should be removed immediately
- Wires on floors is safety issue
- Smoke detector in hall has no battery and is coming off
- Kitchen floor will not come clean
- For a rental home the closets need to be cleaned out. There is junk in every one of them.
- Drawer liners need to be replaced
- Broken window held together with tape

We were not asked to perform a deep clean until late February 2016 and the clean was performed on March 2, 2016. Client is stating in her e-mail that she is receiving complaints from January before the deep clean.
Client owes us $1,712.50, as they have not paid us for any services performed in January, February or March 2016. The work was done and the money is due. We will happily provide the housekeepers names, dates work was performed and time spent performing basic housekeeping. We will go to court if necessary to receive all funds due to us for services provided over the last three months.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is an absolute lie that I have ever told them they cannot spend more than 4 hours cleaning our condo. I have NEVER restricted the number of hours that Premier could clean in their regular service, they never asked me to extend the normal service beyond 4 hours or told me they thought that was needed. The recent "deep clean" they say they did left a list of things that are still not done that is extensive that do relate to cleaning so I don't see why they think additional time on regular cleanings would have helped them anyway. They supposedly had 20 hours and could not accomplish anything as far as I can tell from that list. It seems like no matter how much time they have this season they are not getting the job done. They are the only ones who have cleaned the unit for the past several years, so if things are beyond they ability to be cleaned at this point, that is on them and only them. Maintenance items are not the issue here, and those items on their list of to do's are not relevant to this conversation. That is not what I expect of them unless I ask them to hire a professional on our behalf. I expect them to clean. It would have been nice if they alerted me to some of those maintenance items, but they didn't and that is not the basis for my complaint. Asking that they move a VCR they found on the floor that clearly does not belong there is not the same as maintenance or asking that they move a TV (which I did not do), and weighs less than a vacuum cleaner they have to lift up and down the stairs to get to our living floor anyway so thinking they could have picked that up off of the floor does not seem like a big deal - just common courtesy and part of straightening up.
They did try to "upsell" me additional service, but I do not have a large amount of volume of renters (by choice) and the expanded service they tried to upsell me was not warranted by the short duration of the rental season. Their upsells involved year long management services for a 5 month season. This is not a business for me, this is my family's vacation home and we rent it out a moderate amount to offset our expense. This is the first year they have specifically, directly recommended the deep clean to us that I can recall and it was in reaction to the complaint information I relayed to them from my guests.
Being present to clean and doing a good job while you are doing it are two entirely different things, and the fact that they were present to clean does not mean they did what they were supposed to do. I too have photos from guests who photographed the unit immediately upon arrival to show me things Premier did poorly or failed to do and many went out and bought cleaning supplies and cleaned the unit so they could stay in it. Whether these guests know what Premier considered to be part of their routine or not, they knew that the place was not properly cleaned and were very vocal about it. If it were one guest, I would chalk it up to that guest being picky but it has been SEVERAL guests this season. That is why I am upset and why I filed this complaint. I have refunded almost $1,000 to guests this season and each and every one of those refunded guests stated the condo was not being cleaned even close to an acceptable standard.
If they want to spend money to take this to court, I can tell you that I will fight vigorously and the only people who will truly win in that will be the lawyers. At a minimum, in the end I am certain that if I had to pay anything for the poor service I have received from Premier (which I doubt), it would without question be offset by what I have had to refund.
Final Business Response /* (4000, 9, 2016/04/04) */
In response to Mrs. [redacted]'s March 29, 2016 reply:
Our computer stated not to go over 4 hours of housekeeping without client permission. These directions are put into our system at client's request.
In an e-mail dated 3/2/15, client is requesting a clean for a 3/5/15 arrival. She is also stating that she wants the "housekeepers to make sure the light bulbs are replaced if not working, check on inventory, specifically toilet, paper and paper towels, make sure carpet stains are cleaned well and let me know if anything else needs to be repaired." Again none of these requests are the job of the housekeeper. On 3/4/15 we received a request for housekeeping on 3/8/15... On 11/22/15 received a housekeeping request to be done prior to 11/24/15.
All these last minute housekeeping requests that we fulfilled does not leave any time to perform extra work. We had to shuffle schedules just to get the work done.
There are numerous times that we have e-mailed the client with additional issues:
-On April 10, 2015 we e-mailed client that toilet was broken, oven had damage stains and carpet was stained even though this is not our job, nor did we charge the client. No response from client ever received.
-On April 16, 2015 we e-mailed client that home was very dirty, master bedroom toilet not working and carpet was wet. We also advised client and charged client for removing trash and one hour of extra cleaning. No response from client in regards to maintenance issues.
-On April 23, 2015, we informed client that bathroom with purple towels had leaking toilet and carpet is wet, all bed covers have a bad odor and mattress cover has a large red stain. No response from client. We did spend two hours over the normal four hours of cleaning which is all the time we had. Again, no response or authorization from client to go ahead and take care of these items.
Dryer broken on 1/15/16 departure clean. Linens taken off site to be dried and returned again to property.
On numerous occasions over the years we have recommended that the client become a full service client so that we could take of all the items that the client seemed to expect us to do.
4.24.14 E-mail to client: "You really need to become a Full Service Client if you wish to have us do things beyond housekeeping and window washing. Please see attached price list.
Our housekeeper is at the house now and reports the unit was set at 60 but is working. We had her raise it to 78.
If you still want me to, I will try to have one of our HVAC vendors go out today." [redacted]. We not only took care of this issue but paid the vendor on behalf of the client and waited until 6/25/14 to get reimbursed from client.
On January 27, 2016 we e-mailed client the following:
"Our housekeepers are scheduled to clean your home only. They do not have time to perform inventories, check light bulbs, check for broken objects, leaks, report linen issues, shop for supplies, etc.

If you would like to continue services with us we will have to switch you to our Corporate Rental program. The rates and included features are attached for your convenience. This monthly fee would also allow you to use our lower rates for housekeeping and any other additional services you might require. A dedicated client service associate that deals with rentals will be assigned to your account when you sign up for the Corporate Rental program and will be the only person that you need to work with.

It is just not cost effective for us to continue in the same manner as the past and even if we charged you for all the additional administrative time we are not set up properly to handle your requests in a timely fashion.

If you should continue services with us, our housekeeping supervisor highly recommends a deep clean prior to the season starting. She will also perform a supervisor inspection to make recommendations regarding your linens, carpets, supplies, etc. as these areas appear to be a source of many of the complaints."
In addition, we made a special exception to allow the client to shorten the normal one year agreement as stated in this 1.27.16 e-mail: "Thank you for your prompt response. Normally the Corporate Rental program is a commitment for one year, but since you have been a client for some time we will go ahead and make an exception for this season only if you desire to go forward with this program." No response from client.

The only client complaint with any detail that was received by the client's renter reads as follows:
[redacted],
The condo is pretty dirty. I had to remop the kitchen floor and wash all the cabinets which had food residue all over. Top of fridge was covered in dusty dirt. Almost no towels and none that match. All towels are badly stained. Master bedroom lamp has no shade. Toilet not fixed. Rugs are spotted and dirt. Washed the kitchen throw rugs which were filthy. Washed bedspread which had some unknown stuff on it.
I have to go to the store and buy towels.
I'm not a happy renter so far.
As you can see, not all these issues are housekeeping issues. Towels that need to be replaced, missing master bedroom lamp shade, broken toilet, dirty rugs. We do not have time with only one washer and dryer to wash the throw rugs and bed spreads in addition to the towels and sheets. We also need to know what the arrival date is for this complaint.
We also have photos that show the state of the home that we would like to include. Please advise the best means to get these photos to you.
If the client can be more specific to the arrival date for the above complaint and any additional detailed housekeeping complaints we will be happy to review them. We need the detail as to exactly what the renter considered dirty and the arrival dates. The photos the client mentioned would also be helpful.
Final Consumer Response /* (3000, 16, 2016/06/02) */
I did not respond after Premier's last reply because it is obvious they are not going to take any responsibility for their own actions and it is a waste of time to try to get them to see they have caused us harm. They are flat out wrong that I never provided detail about the cleaning issues, I did it repeatedly this year when and as the issues occurred and would not enhance service with them in April because I am not about to pay them more for more service when they don't provide basic cleaning service well (as you can see from the complaint they pasted into their reply). I had hired another cleaning company by then. The refunds I gave to guests who complained were about their cleaning, and whether they believe it or not, it is true. Now they have sued us in small claims court in California and we will have our say in court with a judge who will make sure they listen for once.