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 belowThere was no offer of resolution provided by the companyI have copied/pasted their response below with my concerns set forth in Blue as follows:MESSAGE FROM BUSINESS:I was hired to clean the Apartment located at [redacted] Rd., [redacted] , NY *** The client explained that she was diagnosed with Dust Mite AllergyDue to this fact, I offered a 52-Point Spring Clean, our most thorough cleaning, as what would be the best for her needs We also offer a less expensive General Clean, which is routine, surface cleaning I clearly defined the differences (see copy of email confirmation)Additionally, I provided a detailed point-by-point description (checklist) of what is included in each cleaning optionsChristian's email to me (as attached to complaint) stated "A General Clean is like the 52-Point Spring Clean™ except your maids will not hand wash all of the baseboards, door frames, door jambs, doors, or kitchen cabinets They skip cleaning the inside of your refrigerator and oven, and do not vacuum under the seat cushions of upholstered couches and chairs"None of these spring clean additions had any impact on the dust level in our homeTherefore the General Clean was agreed upon without any warning or expression from the company that it might be inadequateAdditionally, I am concerned that he is misrepresenting the descriptions found in the company's check listsHand washing of the items mentioned, from door jams to inside ovens, is not suggestive of dusting, but of cleansing areas of dirt and grime with water, solvent and rag or spongeIt is also disconcerting that where dusting is clearly mentioned in the correct context (nick nacks, light fixtures, blinds, ceiling fans etc), there is no specification of how the dusting is performedNO adjectives are mentioned, such as the use of feather duster or ragCan you imagine the amount of dust that goes airborn upon feather dusting the top of a ceiling fan?? This was why I asked for the rag dusting to begin with, upon working with him to prepare a quoteWith him knowing my needs to specifically be dust removal (as he confesses knowing here), should he not have been straight forward, and offer a higher quote for the Spring Clean? After all we arranged on the same fee monthly as at first visitHad he been honest, I would have had the opportunity to compare prices with other companiesInstead I came home to find after the second clean that I did NOT get was I was led to believe I was paying forAttempts to see the apartment before the cleaning were not possibleAn offer or request to stop by was not ever mentionedSo all arrangements were made over the phone / InternetThis was his decision and lack of initiation to visit my homeTherefore, pricing was based entirely on what the customers saidI was careful in telling [redacted] that the cost was “depending on the actual situation in the house” I am not sure HOW this is relevant, as I was quote happy with the price we agreed upon (see my attachment for details, 109$ for first and all following cleanings)The question of cleaning with feather dusters or rags should have no relationship with the actual situation of the house, which is very tidy and uncluttered anywayOtherwise, the conversation would have been, "***, we need to charge you more for the visit, the apartment took longer to clean etc than we thought"On the contrary, nothing was said to me, and there was no advisement that rag cleaning would be discontinued next time[redacted] decided explicitly for the General Clean, despite the fact that “we will dust the surfaces” and “we will NOT hand wash” Please see my comments under paragraph #However, dusting was impossibleWhat? Maid Pro comes in every month for me and removes dust with rags beautifully for a better priceAmazing! How can dusting be impossible? For no additional cost to [redacted] , we decided to perform the more expensive, more thorough 52-Point Spring Clean for the initial clean Naturally, the home owners appreciated the “premium” service, at the lower “general” cost - a monetary advantage of $This was not advised to us, and I am surprised by this! My oven is evidence to the contrary! Our receipt from the service also states "General Clean"We appreciated [redacted] as a new recurring client, and valued her business, so we did not even mention that conditions were more challenging than she described, or the additional work that was required, or the time, labor and supplies that were used to get her home to a high level of cleanGiven the health issue, a courtesy such as this should have been clearly communicated, with their knowledge of my need for dust removal and the arrangement to have them back monthly for that purpose.In regards to dust, we exclusively use the only Hepa Filter Vacuum that is required by the American Lung Association, to conclusively remove as much dust as is possibleI appreciate the feature, but when you take feather dusters and throw everything into the air, it takes at least hours for it to settle againWhen it settles, it isn't all going to conveniently land on the rug so it can be vacuumed upIt falls on all other surfaces besides the floor, where vacuuming is not possibleThis goes back to dust removal, not throw it around and try to vacuum it all upHowever, [redacted] declined weekly or every-other-week service, and wanted us to clean every weeks Naturally, dust will accumulate in weeksI personally dust everything I can touch in my bedroom once a week so that I am not sick to remove it and so I can live in my home between cleaningsI am unable to keep up with the whole house in this way every week, which is why I hired the company monthlyHe was trying to come more often so that he could make more money to throw less accumulated dust around with dusters each visitMy wife and a cleaning associate cleaned the apartment on the next service, weeks later, as well as the basement added extra to the service planYes, we happily agreed to include the basement after the great job done at first cleaning for an added priceIt would now be about 150/month up from 109.A couple of days later [redacted] complained that one bedroom had not been touched by the MaidsNote: we have a 24-hour guarantee Also, there's only one bedroom in this apartment, and my wife personally cleaned that roomMy mom came over to watch my personal belongings and keep an eye out while the crew was in, she reported that the assistant cleaned the bed room, not the wifeShe also banged equipment into the walls and shook dirty rugs into the air INSIDE the house! I found one month's worth of thick dust on the front of the dresser where I do not routinely dust as part of my weekly routine, plus the one week's worth of dust was left untouched on the bed frame, and dresser tops where I weekly dustI was sick after the second cleaning and did not submit my complaint within the hours, not realizing I was limited by hoursWhen I have a dust reaction, I have a terrible skin reaction from head to toe, and even steroids don't stop the itching effectivelyStill, we care about our customers, and we take complaints seriously, even when we are contacted some days later, and one of the owners was on site for the entire service So, a week after the cleaning, I inspected the room of concern The low level of dust was appropriate for a few days, and not for over a monthAs stated, every week for weeks out of the month I do it myself, so there should only be week's layer notedHe "made a note" to be sure it gets done next timeI also showed him the shelves in the bathroom where dust was not removed at all.Still, I offered to 52-Point Spring Clean the surfaces in the concerned room immediatelyPlease see comment paragraph #Appliance washing is not going remove dust carefully from dresser tops, nick nacks, shelves, etcBut the homeowners decided not to at that momentWe were still trying to figure out what happened to our rag dusting agreementWe spoke about the service and more specific about their needs and came to the conclusion that a more frequent cleaning as well as wet ragging the surfaces instead of feather dusting were needed, so we were discussing a service every other week with an adjusted plan with an adjusted service chargeThe homeowners wanted to think about different options we discussed, but we agreed on re-doing and paying special attention the room of concern with next service, supposedly within the next coming days (weeks from last service)Unfortunately, there was no offer such as thisHe only made a "note to talk to the maids" to be more careful next timeAfter expressing my concern, trying to understand why we were going to be charged more to have the service we received at first clean, I received only one response email and it was not connecting in reasoningI broke down and requested a refund for misrepresentation of services and fracture of our initial agreementMy messages were not returned.But instead the homeowners wanted to keep the monthly cleaning and kept on insisting on either the cleaning (of the entire house) for no charge (We requested he come in and rag dust as promised and payed for - or so we thought) (I refused, pointed to re-clean the area!), or refundWe requested a 50% refund, as we hired them for "dust removal", again not servicedThey filally turned to HQ with the complaint that I don't honor our guaranteeBut the guarantee says: complaint within 24h, concerned area, and not the whole house I submitted all concerns to his franchise headquarters as a last resort, as he did not respond to my emails of concern and request for negotiation and reconsideration of his changed offerThey stated they were sorry but have no jurisdiction over how he runs his companyI did not realize that there was a hour limit on the guarantee (which I can understand in his line of business), however the main complaint again is his failure to follow through on the agreement at large; poor service was the icing on the cake!Our Guarantee is proudly promoted on our website It states:“If you are not happy with any area we’ve cleaned, simply call within hours and we will come back out and re-clean it free of chargeThis makes hiring You’ve Got MAIDS® virtually risk free.”Our guarantee is more than many cleaning companies offer, as people start to ‘live’ in their house immediately...yet I went above & beyond by offering to do a deep cleaning of the area for no charge a week after the cleaning, just to make them happyDeep cleaning? NO such offer was provided! To that end, I felt that the more I tried to make them happy, the more they asked forOur final conversation was over the phoneChristian was taking us in circles, justifying himself repeatedly without logical connections as in this report In any event, the last attempt the home owners called me to ask for 50% refund, and threatened that if I don't grant that, they will go public, online etcYes I didBecause poor business practice such as this will most likely reoccur for someone else, and consumers should be given the opportunity to make safe judgement calls in terms of how they spend their hard earned money, to avoid being taken advantage of, especially those in vulnerable positions including the sick, disabled and elderly.This request is even out of proportion, 50% refund for room of concern? Decline my free offer to re-clean several days later? I am really offended at this level of dishonesty.I don't believe my request is out of proportionThe company did not uphold our agreement, but left me with a filthy dust air born house still in need of cleaningI thank you for looking in this matterBest regards,Christian K.As a person of integrity, I would honestly have given him a refund were I him, and he meI believe in treating people the way I would myself like to be treatedA good business person is honorable and acknowledges their errors, especially if they incur harm or such significant misunderstandings of legitimate concernA good business person does not neglect his costumer's needs and deny there is a problem or any fault with his company's actions, deflecting sound reasoningI very much regret doing business with this personAt this point I am more seriously concerned that they be justly dealt with than anything elseIt was really painful for me to read his responseI am really totally disgusted at the whole thing.Thank you for your time and consideration, [redacted] ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively
Resolved]
Complaint: ***
I am rejecting this response because:
The business owner clearly remembers that we spoke of my trying to reach them on a number with no response before actually getting through to them on their company number(As I said before, I have clear phone records of all the attempts, and the actual times we did connectI can furnish you with this prof on request.) Strange he doesn't remember that, as he admits rejecting my warrantee rights when hearing about my issuesI cannot make this business tell the truth, and I will not have further dealings with them because of the poor service and rude contact we've had, so I guess if they refuse to own up to their mistakes, I may need to take the next step in legal actionPlease advise as to your recommendations so I may proceed in the best pathRoughneck Pest Control is lying to you, and trying to defraud me, so I'd like to escalate this case to the proper levelI fear they may have used unsafe chemical practices inside my home, as evidenced by a conflict in terms on the work order(I was made aware that *** may be unsafe indoors, and I was questioning him about that on the phone when he refused to engage in a civil conversationThis is just more proof of the incompetence of the companyThank you.
Regards,
*** ***
Roughneck Pest Control provided services is governed by rules the customer failed to listen and review our terms and conditions.We scheduled our follappointment between the hours of and we arrived at 2:p.mand waited until 2:p.mentrance to the property customer rejected two phone
calls so there's no way to provide serviceUnder our terms and conditions 9-which we provide to all our customers along with a receipt of transactionThis is includedRoughneck Pest Control has been trying to get in touch with this customer to render service your call has not been returnedToday days after the customer refused serviceThe customer calls up to yell and scream at us for his mess upAt this time Roughneck Pest Control provided services under the agreementCustomer need with a week's notice the time and date the follserviceMiss or refusal of scheduled follow upsAre a void in warranty we have chosen to inforce this due to the customer bad attitude and demeaning BehaviorAll sales are final
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:The Customer rejects the Business' response for the following reasonsAgain, the terms of service were not presented before work was completed and payment was received (only after)They differ from the verbal agreement made between the Business and CustomerTerms of Service must be bilaterally negotiated between partiesAlso, verbal agreements count as bilateral agreements and contractsThe Business is in violation of its contractual obligations to the Customer. The Business didn't exhaust basic measures to service the propertyYes, this is a gated communityHowever, walking access is availableA simple walk of an additional feet would have been all that was requiredAlso, access was not only available via the Customer, but via the property management company. The Customer in attendance and present at the time of service at the property locationThe Business was, is, and has been, rude and condescending to the Customer and previous Customers as evidenced by reports via the Revdex.com and YelpTherefore, claims of mistreatment of the Business by the Customer as a reason for service termination are unfounded and without proofThe Business has no evidence of condescending language or accusations made by the CustomerWhereas the Customer and the Revdex.com have 3rd party published evidence of the accused behavior by the Business to other customers In Conclusion - The Customer rejects the Business' assertion, the Complaint should be upheld, and money refunded to the Customer.
Regards,
Luke B***
Listen cannot leave vehicle outside gated communitySecond of all to gain access to the property with the property management company tenant needs to express written permission for this to happenCustomer has more than one occasion verbally assaulted roughneck pest controlOther people's reviews have nothing to do with this situation the customer did not gain us access to property the date pick up the telephone during the scheduled timeTerms conditions or emailed at time of service along with all our other paperworkThe customer refuses to acknowledge the fact that they were not present for the serviceAt this time roughneck Pest Control has nothing to say additional we stand by our decision and void the warranty do this customer not complying with our terms and conditions
Again showing photographs that you dial the number doesn't mean that any contact was given the rougheck Pest ControlFurthermore all practices on the use of *** by roughneck pest controlTreatment was legally within coordinates to the label on the chemical productThe customer has not contacted Roughneck Pest Control to schedule anything with this customer is lying about this because he is trying to rip this company offWe welcome our day in court because again as I can see from his responses he's already in violation of our Terms and ConditionsThere's nothing more I can say on the subject because the customer has not called us at all to rectify this matter
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. There was no offer of resolution provided by the company. I have copied/pasted their response below with my concerns set forth in Blue as follows:MESSAGE FROM BUSINESS:I was hired to clean the Apartment located at [redacted] Rd., [redacted], NY [redacted]. The client explained that she was diagnosed with Dust Mite Allergy. Due to this fact, I offered a 52-Point Spring Clean, our most thorough cleaning, as what would be the best for her needs. We also offer a less expensive General Clean, which is routine, surface cleaning. I clearly defined the differences (see copy of email confirmation). Additionally, I provided a detailed point-by-point description (checklist) of what is included in each cleaning options. Christian's email to me (as attached to complaint) stated "A General Clean is like the 52-Point
Spring Clean™ except your maids will not hand wash all of the baseboards, door
frames, door jambs, doors, or kitchen cabinets. They skip cleaning the
inside of your refrigerator and oven, and do not vacuum under the seat cushions
of upholstered couches and chairs". None of these spring clean additions had any impact on the dust level in our home. Therefore the General Clean was agreed upon without any warning or expression from the company that it might be inadequate. Additionally, I am concerned that he is misrepresenting the descriptions found in the company's check lists. Hand washing of the items mentioned, from door jams to inside ovens, is not suggestive of dusting, but of cleansing areas of dirt and grime with water, solvent and rag or sponge. It is also disconcerting that where dusting is clearly mentioned in the correct context (nick nacks, light fixtures, blinds, ceiling fans etc), there is no specification of how the dusting is performed. NO adjectives are mentioned, such as the use of feather duster or rag. Can you imagine the amount of dust that goes airborn upon feather dusting the top of a ceiling fan?? This was why I asked for the rag dusting to begin with, upon working with him to prepare a quote. With him knowing my needs to specifically be dust removal (as he confesses knowing here), should he not have been straight forward, and offer a higher quote for the Spring Clean? After all we arranged on the same fee monthly as at first visit. Had he been honest, I would have had the opportunity to compare prices with other companies. Instead I came home to find after the second clean that I did NOT get was I was led to believe I was paying for. Attempts to see the apartment before the cleaning were not possible. An offer or request to stop by was not ever mentioned. So all arrangements were made over the phone / Internet. This was his decision and lack of initiation to visit my home. Therefore, pricing was based entirely on what the customers said. I was careful in telling [redacted] that the cost was “depending on the actual situation in the house”. I am not sure HOW this is relevant, as I was quote happy with the price we agreed upon (see my attachment for details, 109$ for first and all following cleanings). The question of cleaning with feather dusters or rags should have no relationship with the actual situation of the house, which is very tidy and uncluttered anyway. Otherwise, the conversation would have been, "[redacted], we need to charge you more for the visit, the apartment took longer to clean etc than we thought". On the contrary, nothing was said to me, and there was no advisement that rag cleaning would be discontinued next time.[redacted] decided explicitly for the General Clean, despite the fact that “we will dust the surfaces” and “we will NOT hand wash”. Please see my comments under paragraph #1. However, dusting was impossible. What? Maid Pro comes in every month for me and removes dust with rags beautifully for a better price. Amazing! How can dusting be impossible? For no additional cost to [redacted], we decided to perform the more expensive, more thorough 52-Point Spring Clean for the initial clean. Naturally, the home owners appreciated the “premium” service, at the lower “general” cost - a monetary advantage of $90. This was not advised to us, and I am surprised by this! My oven is evidence to the contrary! Our receipt from the service also states "General Clean". We appreciated [redacted] as a new recurring client, and valued her business, so we did not even mention that conditions were more challenging than she described, or the additional work that was required, or the time, labor and supplies that were used to get her home to a high level of clean. Given the health issue, a courtesy such as this should have been clearly communicated, with their knowledge of my need for dust removal and the arrangement to have them back monthly for that purpose.In regards to dust, we exclusively use the only Hepa Filter Vacuum that is required by the American Lung Association, to conclusively remove as much dust as is possible. I appreciate the feature, but when you take feather dusters and throw everything into the air, it takes at least 2 hours for it to settle again. When it settles, it isn't all going to conveniently land on the rug so it can be vacuumed up. It falls on all other surfaces besides the floor, where vacuuming is not possible. This goes back to dust removal, not throw it around and try to vacuum it all up. However, [redacted] declined weekly or every-other-week service, and wanted us to clean every 4 weeks. Naturally, dust will accumulate in 4 weeks. I personally dust everything I can touch in my bedroom once a week so that I am not sick to remove it and so I can live in my home between cleanings. I am unable to keep up with the whole house in this way every week, which is why I hired the company monthly. He was trying to come more often so that he could make more money to throw less accumulated dust around with dusters each visit. My wife and a cleaning associate cleaned the apartment on the next service, 4 weeks later, as well as the basement added extra to the service plan. Yes, we happily agreed to include the basement after the great job done at first cleaning for an added price. It would now be about 150/month up from 109.A couple of days later [redacted] complained that one bedroom had not been touched by the Maids. Note: we have a 24-hour guarantee. Also, there's only one bedroom in this apartment, and my wife personally cleaned that room. My mom came over to watch my personal belongings and keep an eye out while the crew was in, she reported that the assistant cleaned the bed room, not the wife. She also banged equipment into the walls and shook dirty rugs into the air INSIDE the house! I found one month's worth of thick dust on the front of the dresser where I do not routinely dust as part of my weekly routine, plus the one week's worth of dust was left untouched on the bed frame, and dresser tops where I weekly dust. I was sick after the second cleaning and did not submit my complaint within the 24 hours, not realizing I was limited by 24 hours. When I have a dust reaction, I have a terrible skin reaction from head to toe, and even steroids don't stop the itching effectively. Still, we care about our customers, and we take complaints seriously, even when we are contacted some days later, and one of the owners was on site for the entire service. So, a week after the cleaning, I inspected the room of concern. The low level of dust was appropriate for a few days, and not for over a month. As stated, every week for 3 weeks out of the month I do it myself, so there should only be 1 week's layer noted. He "made a note" to be sure it gets done next time. I also showed him the shelves in the bathroom where dust was not removed at all.Still, I offered to 52-Point Spring Clean the surfaces in the concerned room immediately. Please see comment paragraph #1. Appliance washing is not going remove dust carefully from dresser tops, nick nacks, shelves, etc. But the homeowners decided not to at that moment. We were still trying to figure out what happened to our rag dusting agreement. We spoke about the service and more specific about their needs and came to the conclusion that a more frequent cleaning as well as wet ragging the surfaces instead of feather dusting were needed, so we were discussing a service every other week with an adjusted plan with an adjusted service charge. The homeowners wanted to think about different options we discussed, but we agreed on re-doing and paying special attention the room of concern with next service, supposedly within the next coming days (2 weeks from last service). Unfortunately, there was no offer such as this. He only made a "note to talk to the maids" to be more careful next time. After expressing my concern, trying to understand why we were going to be charged more to have the service we received at first clean, I received only one response email and it was not connecting in reasoning. I broke down and requested a refund for misrepresentation of services and fracture of our initial agreement. My messages were not returned.But instead the homeowners wanted to keep the monthly cleaning and kept on insisting on either re-do the cleaning (of the entire house) for no charge (We requested he come in and rag dust as promised and payed for - or so we thought) (I refused, pointed to re-clean the area!), or refund. We requested a 50% refund, as we hired them for "dust removal", again not serviced. They filally turned to HQ with the complaint that I don't honor our guarantee. But the guarantee says: complaint within 24h, re-do concerned area, and not the whole house …I submitted all concerns to his franchise headquarters as a last resort, as he did not respond to my emails of concern and request for negotiation and reconsideration of his changed offer. They stated they were sorry but have no jurisdiction over how he runs his company. I did not realize that there was a 24 hour limit on the guarantee (which I can understand in his line of business), however the main complaint again is his failure to follow through on the agreement at large; poor service was the icing on the cake!Our Guarantee is proudly promoted on our website. It states:“If you are not happy with any area we’ve cleaned, simply call within 24 hours and we will come back out and re-clean it free of charge. This makes hiring You’ve Got MAIDS® virtually risk free.”Our guarantee is more than many cleaning companies offer, as people start to ‘live’ in their house immediately...yet I went above & beyond by offering to do a deep cleaning of the area for no charge a week after the cleaning, just to make them happy. Deep cleaning? NO such offer was provided! To that end, I felt that the more I tried to make them happy, the more they asked for. Our final conversation was over the phone. Christian was taking us in circles, justifying himself repeatedly without logical connections as in this report. In any event, the last attempt the home owners called me to ask for 50% refund, and threatened that if I don't grant that, they will go public, online etc. Yes I did. Because poor business practice such as this will most likely reoccur for someone else, and consumers should be given the opportunity to make safe judgement calls in terms of how they spend their hard earned money, to avoid being taken advantage of, especially those in vulnerable positions including the sick, disabled and elderly.This request is even out of proportion, 50% refund for 1 room of concern? Decline my free offer to re-clean several days later? I am really offended at this level of dishonesty.I don't believe my request is out of proportion. The company did not uphold our agreement, but left me with a filthy dust air born house still in need of cleaning. I thank you for looking in this matter. Best regards,Christian K.As a person of integrity, I would honestly have given him a refund were I him, and he me. I believe in treating people the way I would myself like to be treated. A good business person is honorable and acknowledges their errors, especially if they incur harm or such significant misunderstandings of legitimate concern. A good business person does not neglect his costumer's needs and deny there is a problem or any fault with his company's actions, deflecting sound reasoning. I very much regret doing business with this person. At this point I am more seriously concerned that they be justly dealt with than anything else. It was really painful for me to read his response. I am really totally disgusted at the whole thing.Thank you for your time and consideration,[redacted]
I was hired to clean the Apartment located at [redacted] Rd., [redacted], NY [redacted]. The client explained that she was diagnosed with Dust Mite Allergy. Due to this fact, I offered a 52-Point Spring Clean, our most thorough cleaning, as what would be the best for her needs. We also...
offer a less expensive General Clean, which is routine, surface cleaning. I clearly defined the differences (see copy of email confirmation). Additionally, I provided a detailed point-by-point description (checklist) of what is included in each cleaning options.Attempts to see the apartment before the cleaning were not possible. So all arrangements were made over the phone / Internet. Therefore, pricing was based entirely on what the customers said. I was careful in telling [redacted] that the cost was “depending on the actual situation in the house”.[redacted] decided explicitly for the General Clean, despite the fact that “we will dust the surfaces” and “we will NOT hand wash”. However, dusting was impossible. For no additional cost to [redacted], we decided to perform the more expensive, more thorough 52-Point Spring Clean for the initial clean. Naturally, the home owners appreciated the “premium” service, at the lower “general” cost - a monetary advantage of $90. We appreciated [redacted] as a new recurring client, and valued her business, so we did not even mention that conditions were more challenging than she described, or the additional work that was required, or the time, labor and supplies that were used to get her home to a high level of clean. In regards to dust, we exclusively use the only Hepa Filter Vacuum that is required by the American Lung Association, to conclusively remove as much dust as is possible. However, [redacted] declined weekly or every-other-week service, and wanted us to clean every 4 weeks. Naturally, dust will accumulate in 4 weeks. My wife and a cleaning associate cleaned the apartment on the next service, 4 weeks later, as well as the basement added extra to the service plan. A couple of days later [redacted] complained that one bedroom had not been touched by the Maids. Note: we have a 24-hour guarantee. Also, there's only one bedroom in this apartment, and my wife personally cleaned that room. Still, we care about our customers, and we take complaints seriously, even when we are contacted some days later, and one of the owners was on site for the entire service. So, a week after the cleaning, I inspected the room of concern. The low level of dust was appropriate for a few days, and not for over a month. Still, I offered to 52-Point Spring Clean the surfaces in the concerned room immediately. But the homeowners decided not to at that moment. We spoke about the service and more specific about their needs and came to the conclusion that a more frequent cleaning as well as wet ragging the surfaces instead of feather dusting were needed, so we were discussing a service every other week with an adjusted plan with an adjusted service charge. The homeowners wanted to think about different options we discussed, but we agreed on re-doing and paying special attention the room of concern with next service, supposedly within the next coming days (2 weeks from last service).But instead the homeowners wanted to keep the monthly cleaning and kept on insisting on either re-do the cleaning (of the entire house) for no charge (I refused, pointed to re-clean the area!), or refund. They filally turned to HQ with the complaint that I don't honor our guarantee. But the guarantee says: complaint within 24h, re-do concerned area, and not the whole house …Our Guarantee is proudly promoted on our website. It states:“If you are not happy with any area we’ve cleaned, simply call within 24 hours and we will come back out and re-clean it free of charge. This makes hiring You’ve Got MAIDS® virtually risk free.”Our guarantee is more than many cleaning companies offer, as people start to ‘live’ in their house immediately...yet I went above & beyond by offering to do a deep cleaning of the area for no charge a week after the cleaning, just to make them happy. To that end, I felt that the more I tried to make them happy, the more they asked for. In any event, the last attempt the home owners called me to ask for 50% refund, and threatened that if I don't grant that, they will go public, online etc.This request is even out of proportion, 50% refund for 1 room of concern? Decline my free offer to re-clean several days later?I thank you for looking in this matter. Best regards,Christian K.DirectorBuffalo Real Estate Management, LLC dbaYou've Got MAIDS®
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 belowThere was no offer of resolution provided by the companyI have copied/pasted their response below with my concerns set forth in Blue as follows:MESSAGE FROM BUSINESS:I was hired to clean the Apartment located at [redacted] Rd., [redacted] , NY *** The client explained that she was diagnosed with Dust Mite AllergyDue to this fact, I offered a 52-Point Spring Clean, our most thorough cleaning, as what would be the best for her needs We also offer a less expensive General Clean, which is routine, surface cleaning I clearly defined the differences (see copy of email confirmation)Additionally, I provided a detailed point-by-point description (checklist) of what is included in each cleaning optionsChristian's email to me (as attached to complaint) stated "A General Clean is like the 52-Point Spring Clean™ except your maids will not hand wash all of the baseboards, door frames, door jambs, doors, or kitchen cabinets They skip cleaning the inside of your refrigerator and oven, and do not vacuum under the seat cushions of upholstered couches and chairs"None of these spring clean additions had any impact on the dust level in our homeTherefore the General Clean was agreed upon without any warning or expression from the company that it might be inadequateAdditionally, I am concerned that he is misrepresenting the descriptions found in the company's check listsHand washing of the items mentioned, from door jams to inside ovens, is not suggestive of dusting, but of cleansing areas of dirt and grime with water, solvent and rag or spongeIt is also disconcerting that where dusting is clearly mentioned in the correct context (nick nacks, light fixtures, blinds, ceiling fans etc), there is no specification of how the dusting is performedNO adjectives are mentioned, such as the use of feather duster or ragCan you imagine the amount of dust that goes airborn upon feather dusting the top of a ceiling fan?? This was why I asked for the rag dusting to begin with, upon working with him to prepare a quoteWith him knowing my needs to specifically be dust removal (as he confesses knowing here), should he not have been straight forward, and offer a higher quote for the Spring Clean? After all we arranged on the same fee monthly as at first visitHad he been honest, I would have had the opportunity to compare prices with other companiesInstead I came home to find after the second clean that I did NOT get was I was led to believe I was paying forAttempts to see the apartment before the cleaning were not possibleAn offer or request to stop by was not ever mentionedSo all arrangements were made over the phone / InternetThis was his decision and lack of initiation to visit my homeTherefore, pricing was based entirely on what the customers saidI was careful in telling [redacted] that the cost was “depending on the actual situation in the house” I am not sure HOW this is relevant, as I was quote happy with the price we agreed upon (see my attachment for details, 109$ for first and all following cleanings)The question of cleaning with feather dusters or rags should have no relationship with the actual situation of the house, which is very tidy and uncluttered anywayOtherwise, the conversation would have been, "***, we need to charge you more for the visit, the apartment took longer to clean etc than we thought"On the contrary, nothing was said to me, and there was no advisement that rag cleaning would be discontinued next time[redacted] decided explicitly for the General Clean, despite the fact that “we will dust the surfaces” and “we will NOT hand wash” Please see my comments under paragraph #However, dusting was impossibleWhat? Maid Pro comes in every month for me and removes dust with rags beautifully for a better priceAmazing! How can dusting be impossible? For no additional cost to [redacted] , we decided to perform the more expensive, more thorough 52-Point Spring Clean for the initial clean Naturally, the home owners appreciated the “premium” service, at the lower “general” cost - a monetary advantage of $This was not advised to us, and I am surprised by this! My oven is evidence to the contrary! Our receipt from the service also states "General Clean"We appreciated [redacted] as a new recurring client, and valued her business, so we did not even mention that conditions were more challenging than she described, or the additional work that was required, or the time, labor and supplies that were used to get her home to a high level of cleanGiven the health issue, a courtesy such as this should have been clearly communicated, with their knowledge of my need for dust removal and the arrangement to have them back monthly for that purpose.In regards to dust, we exclusively use the only Hepa Filter Vacuum that is required by the American Lung Association, to conclusively remove as much dust as is possibleI appreciate the feature, but when you take feather dusters and throw everything into the air, it takes at least hours for it to settle againWhen it settles, it isn't all going to conveniently land on the rug so it can be vacuumed upIt falls on all other surfaces besides the floor, where vacuuming is not possibleThis goes back to dust removal, not throw it around and try to vacuum it all upHowever, [redacted] declined weekly or every-other-week service, and wanted us to clean every weeks Naturally, dust will accumulate in weeksI personally dust everything I can touch in my bedroom once a week so that I am not sick to remove it and so I can live in my home between cleaningsI am unable to keep up with the whole house in this way every week, which is why I hired the company monthlyHe was trying to come more often so that he could make more money to throw less accumulated dust around with dusters each visitMy wife and a cleaning associate cleaned the apartment on the next service, weeks later, as well as the basement added extra to the service planYes, we happily agreed to include the basement after the great job done at first cleaning for an added priceIt would now be about 150/month up from 109.A couple of days later [redacted] complained that one bedroom had not been touched by the MaidsNote: we have a 24-hour guarantee Also, there's only one bedroom in this apartment, and my wife personally cleaned that roomMy mom came over to watch my personal belongings and keep an eye out while the crew was in, she reported that the assistant cleaned the bed room, not the wifeShe also banged equipment into the walls and shook dirty rugs into the air INSIDE the house! I found one month's worth of thick dust on the front of the dresser where I do not routinely dust as part of my weekly routine, plus the one week's worth of dust was left untouched on the bed frame, and dresser tops where I weekly dustI was sick after the second cleaning and did not submit my complaint within the hours, not realizing I was limited by hoursWhen I have a dust reaction, I have a terrible skin reaction from head to toe, and even steroids don't stop the itching effectivelyStill, we care about our customers, and we take complaints seriously, even when we are contacted some days later, and one of the owners was on site for the entire service So, a week after the cleaning, I inspected the room of concern The low level of dust was appropriate for a few days, and not for over a monthAs stated, every week for weeks out of the month I do it myself, so there should only be week's layer notedHe "made a note" to be sure it gets done next timeI also showed him the shelves in the bathroom where dust was not removed at all.Still, I offered to 52-Point Spring Clean the surfaces in the concerned room immediatelyPlease see comment paragraph #Appliance washing is not going remove dust carefully from dresser tops, nick nacks, shelves, etcBut the homeowners decided not to at that momentWe were still trying to figure out what happened to our rag dusting agreementWe spoke about the service and more specific about their needs and came to the conclusion that a more frequent cleaning as well as wet ragging the surfaces instead of feather dusting were needed, so we were discussing a service every other week with an adjusted plan with an adjusted service chargeThe homeowners wanted to think about different options we discussed, but we agreed on re-doing and paying special attention the room of concern with next service, supposedly within the next coming days (weeks from last service)Unfortunately, there was no offer such as thisHe only made a "note to talk to the maids" to be more careful next timeAfter expressing my concern, trying to understand why we were going to be charged more to have the service we received at first clean, I received only one response email and it was not connecting in reasoningI broke down and requested a refund for misrepresentation of services and fracture of our initial agreementMy messages were not returned.But instead the homeowners wanted to keep the monthly cleaning and kept on insisting on either the cleaning (of the entire house) for no charge (We requested he come in and rag dust as promised and payed for - or so we thought) (I refused, pointed to re-clean the area!), or refundWe requested a 50% refund, as we hired them for "dust removal", again not servicedThey filally turned to HQ with the complaint that I don't honor our guaranteeBut the guarantee says: complaint within 24h, concerned area, and not the whole house I submitted all concerns to his franchise headquarters as a last resort, as he did not respond to my emails of concern and request for negotiation and reconsideration of his changed offerThey stated they were sorry but have no jurisdiction over how he runs his companyI did not realize that there was a hour limit on the guarantee (which I can understand in his line of business), however the main complaint again is his failure to follow through on the agreement at large; poor service was the icing on the cake!Our Guarantee is proudly promoted on our website It states:“If you are not happy with any area we’ve cleaned, simply call within hours and we will come back out and re-clean it free of chargeThis makes hiring You’ve Got MAIDS® virtually risk free.”Our guarantee is more than many cleaning companies offer, as people start to ‘live’ in their house immediately...yet I went above & beyond by offering to do a deep cleaning of the area for no charge a week after the cleaning, just to make them happyDeep cleaning? NO such offer was provided! To that end, I felt that the more I tried to make them happy, the more they asked forOur final conversation was over the phoneChristian was taking us in circles, justifying himself repeatedly without logical connections as in this report In any event, the last attempt the home owners called me to ask for 50% refund, and threatened that if I don't grant that, they will go public, online etcYes I didBecause poor business practice such as this will most likely reoccur for someone else, and consumers should be given the opportunity to make safe judgement calls in terms of how they spend their hard earned money, to avoid being taken advantage of, especially those in vulnerable positions including the sick, disabled and elderly.This request is even out of proportion, 50% refund for room of concern? Decline my free offer to re-clean several days later? I am really offended at this level of dishonesty.I don't believe my request is out of proportionThe company did not uphold our agreement, but left me with a filthy dust air born house still in need of cleaningI thank you for looking in this matterBest regards,Christian K.As a person of integrity, I would honestly have given him a refund were I him, and he meI believe in treating people the way I would myself like to be treatedA good business person is honorable and acknowledges their errors, especially if they incur harm or such significant misunderstandings of legitimate concernA good business person does not neglect his costumer's needs and deny there is a problem or any fault with his company's actions, deflecting sound reasoningI very much regret doing business with this personAt this point I am more seriously concerned that they be justly dealt with than anything elseIt was really painful for me to read his responseI am really totally disgusted at the whole thing.Thank you for your time and consideration, [redacted] ***
No one has contacted our office *** *** ***Customer needs to contact out office on this matter
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively
Resolved]
Complaint: ***
I am rejecting this response because:
The business owner clearly remembers that we spoke of my trying to reach them on a number with no response before actually getting through to them on their company number(As I said before, I have clear phone records of all the attempts, and the actual times we did connectI can furnish you with this prof on request.) Strange he doesn't remember that, as he admits rejecting my warrantee rights when hearing about my issuesI cannot make this business tell the truth, and I will not have further dealings with them because of the poor service and rude contact we've had, so I guess if they refuse to own up to their mistakes, I may need to take the next step in legal actionPlease advise as to your recommendations so I may proceed in the best pathRoughneck Pest Control is lying to you, and trying to defraud me, so I'd like to escalate this case to the proper levelI fear they may have used unsafe chemical practices inside my home, as evidenced by a conflict in terms on the work order(I was made aware that *** may be unsafe indoors, and I was questioning him about that on the phone when he refused to engage in a civil conversationThis is just more proof of the incompetence of the companyThank you.
Regards,
*** ***
Roughneck Pest Control provided services is governed by rules the customer failed to listen and review our terms and conditions.We scheduled our follappointment between the hours of and we arrived at 2:p.mand waited until 2:p.mentrance to the property customer rejected two phone
calls so there's no way to provide serviceUnder our terms and conditions 9-which we provide to all our customers along with a receipt of transactionThis is includedRoughneck Pest Control has been trying to get in touch with this customer to render service your call has not been returnedToday days after the customer refused serviceThe customer calls up to yell and scream at us for his mess upAt this time Roughneck Pest Control provided services under the agreementCustomer need with a week's notice the time and date the follserviceMiss or refusal of scheduled follow upsAre a void in warranty we have chosen to inforce this due to the customer bad attitude and demeaning BehaviorAll sales are final
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:The Customer rejects the Business' response for the following reasonsAgain, the terms of service were not presented before work was completed and payment was received (only after)They differ from the verbal agreement made between the Business and CustomerTerms of Service must be bilaterally negotiated between partiesAlso, verbal agreements count as bilateral agreements and contractsThe Business is in violation of its contractual obligations to the Customer. The Business didn't exhaust basic measures to service the propertyYes, this is a gated communityHowever, walking access is availableA simple walk of an additional feet would have been all that was requiredAlso, access was not only available via the Customer, but via the property management company. The Customer in attendance and present at the time of service at the property locationThe Business was, is, and has been, rude and condescending to the Customer and previous Customers as evidenced by reports via the Revdex.com and YelpTherefore, claims of mistreatment of the Business by the Customer as a reason for service termination are unfounded and without proofThe Business has no evidence of condescending language or accusations made by the CustomerWhereas the Customer and the Revdex.com have 3rd party published evidence of the accused behavior by the Business to other customers In Conclusion - The Customer rejects the Business' assertion, the Complaint should be upheld, and money refunded to the Customer.
Regards,
Luke B***
Listen cannot leave vehicle outside gated communitySecond of all to gain access to the property with the property management company tenant needs to express written permission for this to happenCustomer has more than one occasion verbally assaulted roughneck pest controlOther people's reviews have nothing to do with this situation the customer did not gain us access to property the date pick up the telephone during the scheduled timeTerms conditions or emailed at time of service along with all our other paperworkThe customer refuses to acknowledge the fact that they were not present for the serviceAt this time roughneck Pest Control has nothing to say additional we stand by our decision and void the warranty do this customer not complying with our terms and conditions
Again showing photographs that you dial the number doesn't mean that any contact was given the rougheck Pest ControlFurthermore all practices on the use of *** by roughneck pest controlTreatment was legally within coordinates to the label on the chemical productThe customer has not contacted Roughneck Pest Control to schedule anything with this customer is lying about this because he is trying to rip this company offWe welcome our day in court because again as I can see from his responses he's already in violation of our Terms and ConditionsThere's nothing more I can say on the subject because the customer has not called us at all to rectify this matter
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. There was no offer of resolution provided by the company. I have copied/pasted their response below with my concerns set forth in Blue as follows:MESSAGE FROM BUSINESS:I was hired to clean the Apartment located at [redacted] Rd., [redacted], NY [redacted]. The client explained that she was diagnosed with Dust Mite Allergy. Due to this fact, I offered a 52-Point Spring Clean, our most thorough cleaning, as what would be the best for her needs. We also offer a less expensive General Clean, which is routine, surface cleaning. I clearly defined the differences (see copy of email confirmation). Additionally, I provided a detailed point-by-point description (checklist) of what is included in each cleaning options. Christian's email to me (as attached to complaint) stated "A General Clean is like the 52-Point
Spring Clean™ except your maids will not hand wash all of the baseboards, door
frames, door jambs, doors, or kitchen cabinets. They skip cleaning the
inside of your refrigerator and oven, and do not vacuum under the seat cushions
of upholstered couches and chairs". None of these spring clean additions had any impact on the dust level in our home. Therefore the General Clean was agreed upon without any warning or expression from the company that it might be inadequate. Additionally, I am concerned that he is misrepresenting the descriptions found in the company's check lists. Hand washing of the items mentioned, from door jams to inside ovens, is not suggestive of dusting, but of cleansing areas of dirt and grime with water, solvent and rag or sponge. It is also disconcerting that where dusting is clearly mentioned in the correct context (nick nacks, light fixtures, blinds, ceiling fans etc), there is no specification of how the dusting is performed. NO adjectives are mentioned, such as the use of feather duster or rag. Can you imagine the amount of dust that goes airborn upon feather dusting the top of a ceiling fan?? This was why I asked for the rag dusting to begin with, upon working with him to prepare a quote. With him knowing my needs to specifically be dust removal (as he confesses knowing here), should he not have been straight forward, and offer a higher quote for the Spring Clean? After all we arranged on the same fee monthly as at first visit. Had he been honest, I would have had the opportunity to compare prices with other companies. Instead I came home to find after the second clean that I did NOT get was I was led to believe I was paying for. Attempts to see the apartment before the cleaning were not possible. An offer or request to stop by was not ever mentioned. So all arrangements were made over the phone / Internet. This was his decision and lack of initiation to visit my home. Therefore, pricing was based entirely on what the customers said. I was careful in telling [redacted] that the cost was “depending on the actual situation in the house”. I am not sure HOW this is relevant, as I was quote happy with the price we agreed upon (see my attachment for details, 109$ for first and all following cleanings). The question of cleaning with feather dusters or rags should have no relationship with the actual situation of the house, which is very tidy and uncluttered anyway. Otherwise, the conversation would have been, "[redacted], we need to charge you more for the visit, the apartment took longer to clean etc than we thought". On the contrary, nothing was said to me, and there was no advisement that rag cleaning would be discontinued next time.[redacted] decided explicitly for the General Clean, despite the fact that “we will dust the surfaces” and “we will NOT hand wash”. Please see my comments under paragraph #1. However, dusting was impossible. What? Maid Pro comes in every month for me and removes dust with rags beautifully for a better price. Amazing! How can dusting be impossible? For no additional cost to [redacted], we decided to perform the more expensive, more thorough 52-Point Spring Clean for the initial clean. Naturally, the home owners appreciated the “premium” service, at the lower “general” cost - a monetary advantage of $90. This was not advised to us, and I am surprised by this! My oven is evidence to the contrary! Our receipt from the service also states "General Clean". We appreciated [redacted] as a new recurring client, and valued her business, so we did not even mention that conditions were more challenging than she described, or the additional work that was required, or the time, labor and supplies that were used to get her home to a high level of clean. Given the health issue, a courtesy such as this should have been clearly communicated, with their knowledge of my need for dust removal and the arrangement to have them back monthly for that purpose.In regards to dust, we exclusively use the only Hepa Filter Vacuum that is required by the American Lung Association, to conclusively remove as much dust as is possible. I appreciate the feature, but when you take feather dusters and throw everything into the air, it takes at least 2 hours for it to settle again. When it settles, it isn't all going to conveniently land on the rug so it can be vacuumed up. It falls on all other surfaces besides the floor, where vacuuming is not possible. This goes back to dust removal, not throw it around and try to vacuum it all up. However, [redacted] declined weekly or every-other-week service, and wanted us to clean every 4 weeks. Naturally, dust will accumulate in 4 weeks. I personally dust everything I can touch in my bedroom once a week so that I am not sick to remove it and so I can live in my home between cleanings. I am unable to keep up with the whole house in this way every week, which is why I hired the company monthly. He was trying to come more often so that he could make more money to throw less accumulated dust around with dusters each visit. My wife and a cleaning associate cleaned the apartment on the next service, 4 weeks later, as well as the basement added extra to the service plan. Yes, we happily agreed to include the basement after the great job done at first cleaning for an added price. It would now be about 150/month up from 109.A couple of days later [redacted] complained that one bedroom had not been touched by the Maids. Note: we have a 24-hour guarantee. Also, there's only one bedroom in this apartment, and my wife personally cleaned that room. My mom came over to watch my personal belongings and keep an eye out while the crew was in, she reported that the assistant cleaned the bed room, not the wife. She also banged equipment into the walls and shook dirty rugs into the air INSIDE the house! I found one month's worth of thick dust on the front of the dresser where I do not routinely dust as part of my weekly routine, plus the one week's worth of dust was left untouched on the bed frame, and dresser tops where I weekly dust. I was sick after the second cleaning and did not submit my complaint within the 24 hours, not realizing I was limited by 24 hours. When I have a dust reaction, I have a terrible skin reaction from head to toe, and even steroids don't stop the itching effectively. Still, we care about our customers, and we take complaints seriously, even when we are contacted some days later, and one of the owners was on site for the entire service. So, a week after the cleaning, I inspected the room of concern. The low level of dust was appropriate for a few days, and not for over a month. As stated, every week for 3 weeks out of the month I do it myself, so there should only be 1 week's layer noted. He "made a note" to be sure it gets done next time. I also showed him the shelves in the bathroom where dust was not removed at all.Still, I offered to 52-Point Spring Clean the surfaces in the concerned room immediately. Please see comment paragraph #1. Appliance washing is not going remove dust carefully from dresser tops, nick nacks, shelves, etc. But the homeowners decided not to at that moment. We were still trying to figure out what happened to our rag dusting agreement. We spoke about the service and more specific about their needs and came to the conclusion that a more frequent cleaning as well as wet ragging the surfaces instead of feather dusting were needed, so we were discussing a service every other week with an adjusted plan with an adjusted service charge. The homeowners wanted to think about different options we discussed, but we agreed on re-doing and paying special attention the room of concern with next service, supposedly within the next coming days (2 weeks from last service). Unfortunately, there was no offer such as this. He only made a "note to talk to the maids" to be more careful next time. After expressing my concern, trying to understand why we were going to be charged more to have the service we received at first clean, I received only one response email and it was not connecting in reasoning. I broke down and requested a refund for misrepresentation of services and fracture of our initial agreement. My messages were not returned.But instead the homeowners wanted to keep the monthly cleaning and kept on insisting on either re-do the cleaning (of the entire house) for no charge (We requested he come in and rag dust as promised and payed for - or so we thought) (I refused, pointed to re-clean the area!), or refund. We requested a 50% refund, as we hired them for "dust removal", again not serviced. They filally turned to HQ with the complaint that I don't honor our guarantee. But the guarantee says: complaint within 24h, re-do concerned area, and not the whole house …I submitted all concerns to his franchise headquarters as a last resort, as he did not respond to my emails of concern and request for negotiation and reconsideration of his changed offer. They stated they were sorry but have no jurisdiction over how he runs his company. I did not realize that there was a 24 hour limit on the guarantee (which I can understand in his line of business), however the main complaint again is his failure to follow through on the agreement at large; poor service was the icing on the cake!Our Guarantee is proudly promoted on our website. It states:“If you are not happy with any area we’ve cleaned, simply call within 24 hours and we will come back out and re-clean it free of charge. This makes hiring You’ve Got MAIDS® virtually risk free.”Our guarantee is more than many cleaning companies offer, as people start to ‘live’ in their house immediately...yet I went above & beyond by offering to do a deep cleaning of the area for no charge a week after the cleaning, just to make them happy. Deep cleaning? NO such offer was provided! To that end, I felt that the more I tried to make them happy, the more they asked for. Our final conversation was over the phone. Christian was taking us in circles, justifying himself repeatedly without logical connections as in this report. In any event, the last attempt the home owners called me to ask for 50% refund, and threatened that if I don't grant that, they will go public, online etc. Yes I did. Because poor business practice such as this will most likely reoccur for someone else, and consumers should be given the opportunity to make safe judgement calls in terms of how they spend their hard earned money, to avoid being taken advantage of, especially those in vulnerable positions including the sick, disabled and elderly.This request is even out of proportion, 50% refund for 1 room of concern? Decline my free offer to re-clean several days later? I am really offended at this level of dishonesty.I don't believe my request is out of proportion. The company did not uphold our agreement, but left me with a filthy dust air born house still in need of cleaning. I thank you for looking in this matter. Best regards,Christian K.As a person of integrity, I would honestly have given him a refund were I him, and he me. I believe in treating people the way I would myself like to be treated. A good business person is honorable and acknowledges their errors, especially if they incur harm or such significant misunderstandings of legitimate concern. A good business person does not neglect his costumer's needs and deny there is a problem or any fault with his company's actions, deflecting sound reasoning. I very much regret doing business with this person. At this point I am more seriously concerned that they be justly dealt with than anything else. It was really painful for me to read his response. I am really totally disgusted at the whole thing.Thank you for your time and consideration,[redacted]
I was hired to clean the Apartment located at [redacted] Rd., [redacted], NY [redacted]. The client explained that she was diagnosed with Dust Mite Allergy. Due to this fact, I offered a 52-Point Spring Clean, our most thorough cleaning, as what would be the best for her needs. We also...
offer a less expensive General Clean, which is routine, surface cleaning. I clearly defined the differences (see copy of email confirmation). Additionally, I provided a detailed point-by-point description (checklist) of what is included in each cleaning options.Attempts to see the apartment before the cleaning were not possible. So all arrangements were made over the phone / Internet. Therefore, pricing was based entirely on what the customers said. I was careful in telling [redacted] that the cost was “depending on the actual situation in the house”.[redacted] decided explicitly for the General Clean, despite the fact that “we will dust the surfaces” and “we will NOT hand wash”. However, dusting was impossible. For no additional cost to [redacted], we decided to perform the more expensive, more thorough 52-Point Spring Clean for the initial clean. Naturally, the home owners appreciated the “premium” service, at the lower “general” cost - a monetary advantage of $90. We appreciated [redacted] as a new recurring client, and valued her business, so we did not even mention that conditions were more challenging than she described, or the additional work that was required, or the time, labor and supplies that were used to get her home to a high level of clean. In regards to dust, we exclusively use the only Hepa Filter Vacuum that is required by the American Lung Association, to conclusively remove as much dust as is possible. However, [redacted] declined weekly or every-other-week service, and wanted us to clean every 4 weeks. Naturally, dust will accumulate in 4 weeks. My wife and a cleaning associate cleaned the apartment on the next service, 4 weeks later, as well as the basement added extra to the service plan. A couple of days later [redacted] complained that one bedroom had not been touched by the Maids. Note: we have a 24-hour guarantee. Also, there's only one bedroom in this apartment, and my wife personally cleaned that room. Still, we care about our customers, and we take complaints seriously, even when we are contacted some days later, and one of the owners was on site for the entire service. So, a week after the cleaning, I inspected the room of concern. The low level of dust was appropriate for a few days, and not for over a month. Still, I offered to 52-Point Spring Clean the surfaces in the concerned room immediately. But the homeowners decided not to at that moment. We spoke about the service and more specific about their needs and came to the conclusion that a more frequent cleaning as well as wet ragging the surfaces instead of feather dusting were needed, so we were discussing a service every other week with an adjusted plan with an adjusted service charge. The homeowners wanted to think about different options we discussed, but we agreed on re-doing and paying special attention the room of concern with next service, supposedly within the next coming days (2 weeks from last service).But instead the homeowners wanted to keep the monthly cleaning and kept on insisting on either re-do the cleaning (of the entire house) for no charge (I refused, pointed to re-clean the area!), or refund. They filally turned to HQ with the complaint that I don't honor our guarantee. But the guarantee says: complaint within 24h, re-do concerned area, and not the whole house …Our Guarantee is proudly promoted on our website. It states:“If you are not happy with any area we’ve cleaned, simply call within 24 hours and we will come back out and re-clean it free of charge. This makes hiring You’ve Got MAIDS® virtually risk free.”Our guarantee is more than many cleaning companies offer, as people start to ‘live’ in their house immediately...yet I went above & beyond by offering to do a deep cleaning of the area for no charge a week after the cleaning, just to make them happy. To that end, I felt that the more I tried to make them happy, the more they asked for. In any event, the last attempt the home owners called me to ask for 50% refund, and threatened that if I don't grant that, they will go public, online etc.This request is even out of proportion, 50% refund for 1 room of concern? Decline my free offer to re-clean several days later?I thank you for looking in this matter. Best regards,Christian K.DirectorBuffalo Real Estate Management, LLC dbaYou've Got MAIDS®