Pure Cleaning Agency

Revdex.com:I have reviewed the 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 I apologize for my delay in response, my husband was in a car accident last week and deployed on Friday so it's been very challenging to add this to dealing with this issue as well I'm not sure the purpose of this email but there are so many pieces below that are simply untrue that I don't know where to start Then to add to the small omissions that are placed on top of this it's even more difficult to address I don't understand your position, it's based on lack of caring and accountability First of all, the item we are dealing with a collectible, limited edition item that appreciates in value When I purchased it it was available at a certain amount and is now only available on the secondary market I have asserted from the beginning it was never about the money which is why the $100/month was unacceptable as a resolution as it did not allow me to replace my item, it would take OVER THREE years to have enough money to even pursue a replacement by which time given the current rate of appreciation might not even be enough to cover the cost As to your offer of repair, broken collectible items (broken by an agent of your organization while performing services in my home) instantly devalue the item hence still leaving me at a loss which was also unacceptable So when I was told a potential replacement had been found I was content to wait But during all this time I was not communicated with and constantly had to put in several phone calls to follow up when your agent again broke a valuable item in my home whilst on the phone with your mother I still haven't seen what I originally signed though since you purchased the business you have been authorizing my credit card for several years have you been doing so with my signed authorization on file? I have asked for this documentation SEVERAL times and it is my right to have this document presented to me or we have an even bigger problem The document you sent me is simply a word document you recently drafted with your new logo I had never seen before You are the business and have the burden of proof to conduct business professionally and legally You offering to give me information to sue [redacted] is unacceptable, Pure has had several cleaners come to my home over the years but I have never ONCE paid these cleaners, not even a tip (though I have given gifts on the holidays) so my business relationship is with Pure and hence you You refuse to put a claim in against your business insurance to resolve my issue and this information is what I do want known about you I'm a military spouse and do not own a home so my belongings and art are what make a place a "home" to me For you to feel no obligation to communicate regularly me and make EVERY reasonable attempt as a business to resolve and help recover my expensive item is completely baffling to me as such a long term customer with the personal experiences you know I've endured from deployment, cancer, radiation, treatments, and now another deployment I'm exhausted by the effort I've had to expend on this and astonished you feel your actions have been acceptable This matter is not resolved, Revdex.com if you have any questions please contact me at [redacted] To summarize, I would not have even filed this complaint if you had simply contacted me on a regular basis as you promised to do when I called you almost in tears and hung in frustration and then called back to apologize for my behavior The way you have treated me is insult to injury especially when the only person who is hurt here is me, I am without an item, I am without cleaning services, and I now have to deal with this in addition to my already stressful life which I was paying you to help me deal with.Regards, [redacted] ***

Dear Mrs***, This email is in regards to the be@rbrick x karimoku 400% brick-style-tile figure which your cleaning provider, ***, broke on Monday, August 8th during her regularly scheduled, monthly green cleaning at your homeFirst, let me convey how sorry I am that your collectible bear was broken during the cleaning and that, since my knowledge of the situation, I have been doing my best to mediate a fair and prompt resolution for you bothI sincerely regret having been unable to do more for you, but please know that I understand your desire to recuperate your loss and it is this understanding that has been fueling my efforts in trying to help [redacted] find a way to replace the broken bear for you As you know, I have conveyed ***'s messages and pleas to accept the many offers she has made to you in restitution for the damageHer first offer, given on August 8th, was to either have the bear professionally reconstructed, have her make payments in $installments up to the original cost of the bear (which you originally informed her was $1,000), or find a similar item to replace it with After these offers were turned down, I suggested to both you and [redacted] on August 9th, that she have it repaired by sending all of the original pieces to the manufacturer, [redacted] , so that they could replace the broken plastic parts with original partsAs I told you at the time, I called [redacted] the site where you originally purchased your collectible and inquired about having it repairedI then called you to inform you that the person I spoke with, [redacted] , said you would need to send photos of the item to determine if it can be repairedThey would then contact the manufacturer and send the pieces back for repairPotentially, the bear would retain it’s valueTo inquire, you would need to email: [redacted] the order number along with the photos of the current condition Since, these offers did not agree with you [redacted] then made a final offer, on August 12th, to pay you the $2,you had agreed to take if I did as you requested and put a claim on my insuranceAs I explained, because Pure cleaning Agency is not the employer of the domestic workers whom we refer, they are not covered under the agency's insurance policyWhen I spoke to you about ***'s offer, I also mentioned the conditions she needed from you: To pay your invoice for your last cleaning appointment, as she did clean the whole house as usualYour recurring charge for $for that visit was declined That the be@rbrick x karimoku 400% brick-style-tile figure, along with the receipt, proof of purchase, and box with authenticity/the serial number be given to her so that she could contact [redacted] to have the bear repaired and sell it so that she could get some of the money back That you sign a contract stating that her debt has been paid in full The first request you agreed to, but the other two you declined, mentioning that you had paid much less than the original cost of the bear which was $849.99, as stated by [redacted] When we talked again, I informed you that [redacted] was looking to see if she could find an authentic bear for less than the [redacted] amount, that she had found one for $and she wanted to know what to look for to authenticate the itemUnfortunately, by the time she had given her friend the information the bear had been sold, as I communicated to you on September 1stIt was at this time that I passed on her message that she did not have $4,and that her final offer was to pay you $2,for the bear and that she understood if you declined her offer and decided to [redacted] herThat there was nothing she could do Finally, when you called me on September 13th to ask what ***'s highest offer was, I informed you, after checking with her, that her Mother had needed an emergency surgery and she could no longer afford to pay the $2,she had previously offered Unfortunately, [redacted] has informed that she is very stressed out by this situation and does not want me to mediate any longerAs you know, she is not my employee and I cannot force her to do anything about it.I understand that this is the worst possible outcome for you, however I do feel that went above and beyond trying to mediate with you and [redacted] to make sure that you both had a fair and just resolution to this unfortunate incident Should you decide to [redacted] ***, please know that I can provide her informationI know that in the past you have mentioned that you do not have any of her contact info, as you have contacted her through our agency for the most partWe do not withhold any information from our clients, so long as the cleaners authorize us to divulge their informationAgain, I do wish I had been able to get both of you to come to an amicable agreement and pray that you will understand my situation Sincerely, [redacted] | Office Manager Pure Cleaning Agency [redacted] CLEAN HOUSE, CLEAN CONSCIENCEa green home + carpet cleaning referral agency Business hours: Monday – Friday 8:am – 5:pm

Revdex.com:I have reviewed the 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 This business owner has not even taken the most basic action of filing a claim with her general liability insurance I find it disturbing that they cannot put their hands on my files and have been charging me without even seeing a signed authorization for several years I am fairly certain if this is a problem for me it must affect other clients [redacted] wants me to sue ***, but again, I have a business relationship with pure cleaning agency I went with an agency to have protection against broken items because I do have items that are valuable and wanted to make sure if something was broken I had recourse My goal is not to financially hurt an individual, it's for a business to use the recourse and protection it has for these cases through insurance to make it right when an agent of their organization (contractor or otherwise...they pay [redacted] so there is some implication of an employment relationship) has broken am item in my home, while cleaning after getting a text then a phone call from the owners mother Please help to intervene, it's hard to believe that my item is broken and I'm the one who is going through this All I want is my item replaced, that's not too much to ask Sorry to add onto this but I forgot to mention in my previous email; even if the document had been mailed I would have needed to email or scan it back so the previous as a business should have a copy on file to accept any payment from me Also you did not follow up with ***, she called you, in my presence AFTER we researched the value of the broken item If you texted her then that would be three texts to a service provider who you knew was cleaning a home with valuables and I'm sorry if the owners and her mother called or contacted me multiple times right after I made a decision to stop working as a team, I'd call to to avoid negative repercussions It IS relevant despite what you say, there isn't an employee alive who wouldn't treat the owners family member who is a coworker differently it's why nepotism is frowned on in any workplace Thanks for your attention and hopeful action to do the right thing and file a claim and work with [redacted] to make me whole for an item that was broken in truth through no fault of my own but you can't sleep at night and say it was not in some part yours and your mothers.Regards, [redacted] ***

Hello,
I have asked for a copy of my contract I have in my records only an email asking me to forward back something I signed but I don't have in my records what I signed I have asked REPEATEDLY for*** at Pure Cleaning to provide me a copy of what I've signed INCLUDING my credit card authorization but she cannot find it NOR can she get it from the previous owner which makes me feel that she has been charging me without authorization for several years
I am sorry for the delay in response, this email went to my spam folder
Thanks,***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
This business owner has not even taken the most basic action of filing a claim with her general liability insurance. I find it disturbing that they cannot put their hands on my files and have been charging me without even seeing a signed authorization for several years. I am fairly certain if this is a problem for me it must affect other clients
** *** wants me to sue ***, but again, I have a business relationship with pure cleaning agency. I went with an agency to have protection against broken items because I do have items that are valuable and wanted to make sure if something was broken I had recourse. My goal is not to financially hurt an individual, it's for a business to use the recourse and protection it has for these cases through insurance to make it right when an agent of their organization (contractor or otherwise...they pay *** so there is some implication of an employment relationship) has broken am item in my home, while cleaning after getting a text then a phone call from the owners mother. Please help to intervene, it's hard to believe that my item is broken and I'm the one who is going through this
All I want is my item replaced, that's not too much to ask
Sorry to add onto this but I forgot to mention in my previous email; even if the document had been mailed I would have needed to email or scan it back so the previous as a business should have a copy on file to accept any payment from me. Also you did not follow up with ***, she called you, in my presence AFTER we researched the value of the broken item.
If you texted her then that would be three texts to a service provider who you knew was cleaning a home with valuables and I'm sorry if the owners and her mother called or contacted me multiple times right after I made a decision to stop working as a team, I'd call to to avoid negative repercussions. It IS relevant despite what you say, there isn't an employee alive who wouldn't treat the owners family member who is a coworker differently it's why nepotism is frowned on in any workplace
Thanks for your attention and hopeful action to do the right thing and file a claim and work with *** to make me whole for an item that was broken in truth through no fault of my own but you can't sleep at night and say it was not in some part yours and your mothersRegards,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below I apologize for my delay in response, my husband was in a car accident last week and deployed on Friday so it's been very challenging to add this to dealing with this issue as well. I'm not sure the purpose of this email but there are so many pieces below that are simply untrue that I don't know where to start. Then to add to the small omissions that are placed on top of this it's even more difficult to address. I don't understand your position, it's based on lack of caring and accountability
First of all, the item we are dealing with a collectible, limited edition item that appreciates in value. When I purchased it it was available at a certain amount and is now only available on the secondary market. I have asserted from the beginning it was never about the money which is why the $100/month was unacceptable as a resolution as it did not allow me to replace my item, it would take OVER THREE years to have enough money to even pursue a replacement by which time given the current rate of appreciation might not even be enough to cover the cost. As to your offer of repair, broken collectible items (broken by an agent of your organization while performing services in my home) instantly devalue the item hence still leaving me at a loss which was also unacceptable
So when I was told a potential replacement had been found I was content to wait. But during all this time I was not communicated with and constantly had to put in several phone calls to follow up when your agent again broke a valuable item in my home whilst on the phone with your mother
I still haven't seen what I originally signed though since you purchased the business you have been authorizing my credit card for several years have you been doing so with my signed authorization on file? I have asked for this documentation SEVERAL times and it is my right to have this document presented to me or we have an even bigger problem. The document you sent me is simply a word document you recently drafted with your new logo I had never seen before. You are the business and have the burden of proof to conduct business professionally and legally. You offering to give me information to sue *** is unacceptable, Pure has had several cleaners come to my home over the years but I have never ONCE paid these cleaners, not even a tip (though I have given gifts on the holidays) so my business relationship is with Pure and hence you.
You refuse to put a claim in against your business insurance to resolve my issue and this information is what I do want known about you. I'm a military spouse and do not own a home so my belongings and art are what make a place a "home" to me. For you to feel no obligation to communicate regularly me and make EVERY reasonable attempt as a business to resolve and help recover my expensive item is completely baffling to me as such a long term customer with the personal experiences you know I've endured from deployment, cancer, radiation, treatments, and now another deployment. I'm exhausted by the effort I've had to expend on this and astonished you feel your actions have been acceptable.
This matter is not resolved, Revdex.com if you have any questions please contact me at*** To summarize, I would not have even filed this complaint if you had simply contacted me on a regular basis as you promised to do when I called you almost in tears and hung in frustration and then called back to apologize for my behavior. The way you have treated me is insult to injury especially when the only person who is hurt here is me, I am without an item, I am without cleaning services, and I now have to deal with this in addition to my already stressful life which I was paying you to help me deal with.Regards,*** ***

Dear Mrs. [redacted],
This email is in regards to the 
FONT-FAMILY: -apple-system-font">be@rbrick x karimoku 400% brick-style-tile figure which your cleaning provider, [redacted], broke on Monday, August 8th during her regularly scheduled, monthly green cleaning at your home. First, let me convey how sorry I am that your collectible bear was broken during the cleaning and that, since my knowledge of the situation, I have been doing my best to mediate a fair and prompt resolution for you both. I sincerely regret having been unable to do more for you, but please know that I understand your desire to recuperate your loss and it is this understanding that has been fueling my efforts in trying to help [redacted] find a way to replace the broken bear for you. 
As you know, I have conveyed [redacted]'s messages and pleas to accept the many offers she has made to you in restitution for the damage. Her first offer, given on August 8th, was to either have the bear professionally reconstructed, have her make payments in $100 installments up to the original cost of the bear (which you originally informed her was $1,000), or find a similar item to replace it with. 
After these offers were turned down, I suggested to both you and [redacted] on August 9th, that she have it repaired by sending all of the original pieces to the manufacturer, [redacted], so that they could replace the broken plastic parts with original parts. As I told you at the time, I called [redacted] the site where you originally purchased your collectible and inquired about having it repaired. I then called you to inform you that the person I spoke with, [redacted], said you would need to send photos of the item to determine if it can be repaired. They would then contact the manufacturer and send the pieces back for repair. Potentially, the bear would retain it’s value. To inquire, you would need to email: [redacted] the order number along with the photos of the current condition.
Since, these offers did not agree with you. [redacted] then made a final offer, on August 12th, to pay you the $2,500 you had agreed to take if I did as you requested and put a claim on my insurance. As I explained, because Pure cleaning Agency is not the employer of the domestic workers whom we refer, they are not covered under the agency's insurance policy. When I spoke to you about [redacted]'s offer, I also mentioned the conditions she needed from you:
    1. To pay your invoice for your last cleaning appointment, as she did clean the whole house as usual. Your recurring charge for $120 for that visit was declined. 
    2. That the be@rbrick x karimoku 400% brick-style-tile figure, along with the receipt, proof of purchase, and box with authenticity/the serial number be given to her so that she could contact [redacted] to have the bear repaired and sell it so that she could get some of the money back. 
    3. That you sign a contract stating that her debt has been paid in full. 
The first request you agreed to, but the other two you declined, mentioning that you had paid much less than the original cost of the bear which was $849.99, as stated by [redacted]. When we talked again, I informed you that [redacted] was looking to see if she could find an authentic bear for less than the [redacted] amount, that she had found one for $800 and she wanted to know what to look for to authenticate the item. Unfortunately, by the time she had given her friend the information the bear had been sold, as I communicated to you on September 1st. It was at this time that I passed on her message that she did not have $4,000 and that her final offer was to pay you $2,500 for the bear and that she understood if you declined her offer and decided to [redacted] her. That there was nothing she could do.
Finally, when you called me on September 13th to ask what [redacted]'s highest offer was, I informed you, after checking with her, that her Mother had needed an emergency surgery and she could no longer afford to pay the $2,500 she had previously offered. 
Unfortunately, [redacted] has informed that she is very stressed out by this situation and does not want me to mediate any longer. As you know, she is not my employee and I cannot force her to do anything about it.I understand that this is the worst possible outcome for you, however I do feel that went above and beyond trying to mediate with you and [redacted] to make sure that you both had a fair and just resolution to this unfortunate incident. 
Should you decide to [redacted], please know that I can provide her information. I know that in the past you have mentioned that you do not have any of her contact info, as you have contacted her through our agency for the most part. We do not withhold any information from our clients, so long as the cleaners authorize us to divulge their information. Again, I do wish I had been able to get both of you to come to an amicable agreement and pray that you will understand my situation. 
Sincerely,
[redacted]
[redacted] | Office Manager
Pure Cleaning Agency
[redacted]
[redacted]
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
CLEAN HOUSE, CLEAN CONSCIENCEa green home + carpet cleaning
referral agency
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Business hours:
Monday – Friday
8:00 am – 5:00 pm

Revdex.com:I have reviewed the 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.
 I apologize for my delay in response, my husband was in a car accident last week and deployed on Friday so it's been very challenging to add this to dealing with this issue as well.  I'm not sure the purpose of this email but there are so many pieces below that are simply untrue that I don't know where to start.  Then to add to the small omissions that are placed on top of this it's even more difficult to address.  I don't understand your position, it's based on lack of caring and accountability.
 First of all, the item we are dealing with a collectible, limited edition item that appreciates in value.  When I purchased it it was available at a certain amount and is now only available on the secondary market.  I have asserted from the beginning it was never about the money which is why the $100/month was unacceptable as a resolution as it did not allow me to replace my item, it would take OVER THREE years to have enough money to even pursue a replacement by which time given the current rate of appreciation might not even be enough to cover the cost.  As to your offer of repair, broken collectible items (broken by an agent of your organization while performing services in my home) instantly devalue the item hence still leaving me at a loss which was also unacceptable.  
So when I was told a potential replacement had been found I was content to wait.  But during all this time I was not communicated with and constantly had to put in several phone calls to follow up when your agent again broke a valuable item in my home whilst on the phone with your mother.
 I still haven't seen what I originally signed though since you purchased the business you have been authorizing my credit card for several years have you been doing so with my signed authorization on file?  I have asked for this documentation SEVERAL times and it is my right to have this document presented to me or we have an even bigger problem.  The document you sent me is simply a word document you recently drafted with your new logo I had never seen before.  You are the business and have the burden of proof to conduct business professionally and legally.  You offering to give me information to sue [redacted] is unacceptable, Pure has had several cleaners come to my home over the years but I have never ONCE paid these cleaners, not even a tip (though I have given gifts on the holidays) so my business relationship is with Pure and hence you. 
You refuse to put a claim in against your business insurance to resolve my issue and this information is what I do want known about you.  I'm a military spouse and do not own a home so my belongings and art are what make a place a "home" to me.  For you to feel no obligation to communicate regularly me and make EVERY reasonable attempt as a business to resolve and help recover my expensive item is completely baffling to me as such a long term customer with the personal experiences you know I've endured from deployment, cancer, radiation, treatments, and now another deployment.  I'm exhausted by the effort I've had to expend on this and astonished you feel your actions have been acceptable. 
 This matter is not resolved, Revdex.com if you have any questions please contact me at[redacted]  To summarize, I would not have even filed this complaint if you had simply contacted me on a regular basis as you promised to do when I called you almost in tears and hung in frustration and then called back to apologize for my behavior.  The way you have treated me is insult to injury especially when the only person who is hurt here is me, I am without an item, I am without cleaning services, and I now have to deal with this in addition to my already stressful life which I was paying you to help me deal with.Regards,[redacted]

Revdex.com:I have reviewed the 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.
 This business owner has not even taken the most basic action of filing a claim with her general liability insurance.  I find it disturbing that they cannot put their hands on my files and have been charging me without even seeing a signed authorization for several years.  I am fairly certain if this is a problem for me it must affect other clients.
[redacted] wants me to sue [redacted], but again, I have a business relationship with pure cleaning agency.  I went with an agency to have protection against broken items because I do have items that are valuable and wanted to make sure if something was broken I had recourse.  My goal is not to financially hurt an individual, it's for a business to use the recourse and protection it has for these cases through insurance to make it right when an agent of their organization  (contractor or otherwise...they pay [redacted] so there is some implication of an employment relationship) has broken am item in my home, while cleaning after getting a text then a phone call from the owners mother.  Please help to intervene, it's hard to believe that my item is broken and I'm the one who is going through this.
All I want is my item replaced, that's not too much to ask.
Sorry to add onto this but I forgot to mention in my previous email; even if the document had been mailed I would have needed to email or scan it back so the previous as a business should have a copy on file to accept any payment from me.  Also you did not follow up with [redacted], she called you, in my presence AFTER we researched the value of the broken item. 
If you texted her then that would be three texts to a service provider who you knew was cleaning a home with valuables and I'm sorry if the owners and her mother called or contacted me multiple times right after I made a decision to stop working as a team, I'd call to to avoid negative repercussions.  It IS relevant despite what you say, there isn't an employee alive who wouldn't treat the owners family member who is a coworker differently it's why nepotism is frowned on in any workplace.
Thanks for your attention and hopeful action to do the right thing and file a claim and work with [redacted] to make me whole for an item that was broken in truth through no fault of my own but you can't sleep at night and say it was not in some part yours and your mothers.Regards,[redacted]

Please know that I am very sorry that you are having to deal with these situations, as well as for not being able to do more for you, as I've stated before. Also, I am sorry if you feel I was not as thorough in addressing all of your concerns in my previous response. I assure it was not done out of any malice or purposeful neglect, but in an effort to be concise and direct in my response in order to not confuse the person at the Revdex.com in charge of sorting out this situation. This email should hopefully address them all adequately. 
 As we have discussed before, over the phone, the fact that [redacted] was on the phone with my mother, who is a registered cleaning provider with our agency, is not relevant to the situation. To recap for the benefit of the Revdex.com, my mother is also referred by Pure Cleaning Agency. She, during the last part of [redacted]'s service with [redacted], cleaned as a team with [redacted], sharing each others clients. Recently, [redacted] decided that she would like to try to cleaning on her own again and only teaming up with my mother, [redacted], when they have a client in common.
The day of the incident was the first day that [redacted] cleaned on her own, after splitting their clients. That morning, I called [redacted] to notify her, leaving a message upon not obtaining a response. I then followed up with [redacted], to inform her that I had done so. It was at this moment that [redacted] let me know about the broken bear and the phone call. Apparently, my mother had called her while she was dusting and she told [redacted] that since my assistant had called earlier, she would pick up in case it was work related and important. 
It is important to note that even if it had been my assistant calling, [redacted] is not obligated to answer the phone. Some of the cleaning providers we refer often go the whole day without picking up and even though it may be urgent, we can do nothing about it as they are not employees of the agency and under no obligation to communicate with us. All of the cleaners whom we refer know that should the matter be urgent, the office will send them a text message letting them know why we are trying to reach them and to get back to us as soon as they are able. 
When [redacted] answered, she asked [redacted] why she was not working, to which [redacted] replied that her appointment got canceled at the last minute, and that in fact, their other friend [redacted] did not receive the message and showed up to the canceled appointment. [redacted] went on to say that the reason for her phone call was just to let her know that there was an earthquake in [redacted] where [redacted]'s friend was on a business trip. Upon realizing that [redacted] was not calling regarding anything urgent, [redacted] told her that she had to hang up as she was dusting.
From what [redacted] has told me, she was putting the phone away with one hand and used the other hand to wipe down the bear, the rag pulled the bear with it, causing it to fall and the plastic joints holding the wooden bear together broke. [redacted] immediately took accountability for breaking the bear and offered to pay for it. Upon being told that the bear initially cost $1,000 when purchased, she offered to make payments. From then on I was asked to mediate for [redacted], as conveyed in my previous email.
From the beginning, it is true that you, [redacted] have asked me to show you the document which you signed authorizing your credit card to be charged and agreeing to Pure Cleaning Agency's terms. As I informed you, the original owner took the agreements with her, but that I had contacted her to obtain yours. I have heard back from [redacted] the previous owner, and she tells me that she does not have yours in her records, but she tells me that after you booked your initial appointment in December of 2011 they switched from mailing the credit card authorization forms you mentioned, along with the agreement, to the referral agreement being emailed, which is the exact document I forwarded in May of this year.
[redacted] tells me that your knowledge of the former method indicates that you did receive the documents in 2011. The logo change you mention is the logo I have added as part of my email signature, but I assure that the referral agreement has not been changed by me. I do still have the email I sent you in May, which has the referral agreement attachment, and that I forwarded to you during the process of attempting to resolve this issue.
Unfortunately, although we do not erase any emails from our system, none of the responses to the emails we have sent you appear on our system. However, I did discuss the referral agreement verbally at the time, prior to following up with an email, and [redacted], and my assistant, [redacted] were present at the time of that phone call and can corroborate that I did in fact discuss the precise portion of the agreement which indicates that the cleaning providers are solely responsible for any damages. 
Regarding the matter of reissuing the referral agreement after I took over the agency as owner, having initially been hired as manager by [redacted] I followed the instructions of [redacted] and the business broker. They informed me that they had placed ads notifying the [redacted] community of the change in ownership. On top of this, [redacted] did tell me that when [redacted] began to accompany her to clean your home, she notified you that she was the mother of the new owner. This was at the end of 2014. At no time did you contact us with any concerns with your credit card being charged prior to this incident. In fact, there were times when the card was declined and we had to call you and update your billing information, as was the case in September of 2015.
Again, I am very sorry that there is not more that I can do for you in this situation. I have mediated as long as [redacted] felt comfortable with my involvement. Should you decide to pursue the matter with her, here is her contact information:
[redacted]