Rochester Maid

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

Rochester Maid was hired to clean our new sqft apartmehad no furniture in it,therefore was easy to clean One person,the owner came to do the cleaning He was finished in three and one half hours and charged $ Upon inspection of his cleaning, many parts of the apartment were not clean , and some were not touched The following are the problem issues: Floors dirty, Mirrors not cleaned, Bathrooms dirty Kitchen counters dirty, Kitchen sink dirty,cupboards dirty, drawers in bathrooms and kitchen dirty My wife and I had to clean the apartment prior to moving in

Rochester Maid was hired to clean our new sqft apartmehad no furniture in it,therefore was easy to clean
One person,the owner came to do the cleaning He was finished in three and one half hours and charged $
Upon inspection of his cleaning, many parts of the apartment were not clean , and some were not touched The following are the problem issues: Floors dirty, Mirrors not cleaned, Bathrooms dirty Kitchen counters dirty, Kitchen sink dirty,cupboards dirty, drawers in bathrooms and kitchen dirty
My wife and I had to clean the apartment prior to moving in

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

This is a reply to a complaint against our company that was filed with the Revdex.com. The ID assigned is: [redacted]. [redacted] and [redacted] contacted my company, Rochester Maid Service, because they were interested in having their new apartment cleaned. They were given an estimate of $149.00...

and they were in fact charged $149.00 + nys sales tax (not $170.00 as claimed). The work was completed on 3/17/16 but the client did not make any payment until 3/20/16. Our company typically accepts payment AFTER work has been completed in order to ensure that our clients are completely satisfied. I personally completed this job since our other staff was busy working with our other clients. I arrived at 1pm and left at 515pm (4 hrs & 15 min). Before I began cleaning, I spoke with [redacted] and [redacted] for approximately 25 minutes about what I would be cleaning. During this pre-work conversation, [redacted] told me "You had better do a good job because I have already had to fire 10 other cleaning companies". I began the work and completely cleaned the entire apartment. I cleaned all bathrooms, floors, mirrors, sinks, cupboards, and drawers. During the 4 hours and 15 minutes that I was there, [redacted] checked in on the work I was doing and the progress I was making at LEAST 3 times. At no time did [redacted] say he was unhappy with any of the work being performed. Upon completion of this job, I went down the hall to [redacted] & [redacted]'s other apartment and spoke with them. I let them know that I was finished and I made them aware of a few areas that could not be "cleaned". The following were issues I made known to the client: 1) Tile floor chipped in kitchen that made floor appear dirty. Client stated "that must have happened when our appliances were being moved in". 2) Master bathroom shower was very old and had rust around the surround that could not be removed. 3) Apartment windows were double paned glass and many of the seals were broken which made windows appear "foggy" and "dirty" even after cleaning. The following are reasons why I refuse to refund these folks $170.00. 1. The client paid $149.00 plus nys tax for this job; not $170.00. 2. The client ([redacted]) inspected our work at least 3 times while work was in progress and made absolutely no mention of being unhappy with anything. 3. The client paid for this work 3 days AFTER service was completed.  This indicated that they were satisfied with the work. 4. The client ([redacted]) told me she has fired 10 other cleaning companies before hiring us. This indicates that the client is either dishonest or simply cannot be pleased. s. As of this writing, the client has NEVER contacted our company in ANY way to let us know they were unhappy. 6. Our company offers a 48 hour guarantee AND a 200% money back guarantee right on our website. This client NEVER gave us an opportunity to discuss their "problem". 7. Lastly, we already offered the client resolution to this matter and we were ignored. The client left us an awful online review which we replied to immediately (it was the 1st we had heard of them being unhappy). We simply asked that the client call us and give us a chance to correct any issues. We further offered 25% off any future services with our company. We received no reply. Sincerely, Mark A. Stappenbacher Owner, Rochester Maid Service