Business Stated" In good faith, and to continue consumer satisfaction we offered a resolution and the consumer rejected itThe customer has not accepted our offer to send someone out a 2nd time free of charge to take care of minor issues she has and our offer for one hour partial refundWe are not obligated to refund any monies, especially when she did agree to the terms and conditions listed on our website when she made the purchaseOur terms and Conditions states 30-Day Refund Guarantee (only if package hasn’t been used) – when used packages are non-refundable
I am rejecting this response because:What was said is not trueThe girls were here hours not I was handed a paper to sign saying they were here & not that I approve of work doneI did not have reading glasses on but didn't see much writing just a blank line to signMy bedrooms were not cleaned at allI was told they would arrive between p.mto 1:but they arrived at noonI had my purse & another purse on my bed & was transferring from one to the other when the door bell rangI forgot about them until they were leaving & I went into my room & saw it not cleaned at all & asked when they were going to clean the bedrooms & was told my time was upOne girl was dusting in the living room where I was the other who mainly spoke Spanish was in my roomLater I found money was missing from my purse so I had to change all my credit cards since she had time to take pics of all my ID's with her phoneI ended up having to do all the cleaning myself since a carpet cleaner was coming soonThe amount taken from my purse was more than they earnedI will never again buy through [redacted] I thought they used good servicesI called Legacy & reported all this to them & asked for someone to come to my house to see first handAlso deep scratches were put into my bathroom faucetI will have to replace my waterfall faucetThe worse thing of all was after they left I saw a cloth on my antique desk my Grandma gave me (priceless) & it was dampWhen I lifted it the wood was all white! I tried hard to restore it but it is damagedNo one was willing to come lookI can send pics but time limited here
Hi ***,Thank you for your correspondence, and we are very sorry to hear that you were not fully satisfiedIn our previous phone conversations, I explained that our cleaning crew works only for the hours that you purchase and will do the best they can in that time frameUnfortunately cleaning up
cat hair, as you specifically requested to be addressed by our cleaning technicians, was a very time consuming project and like you mentioned, the girls worked very hard for the full hoursAfter the purchased hours of cleaning were completely used up, our technicians received your approval for the work that was completed to your satisfaction and you signed the Certificate of Completion on June 16th, of accepting the work which was performed for you according to your specific instructionsThis is what is stated:Legacy Cleaning Services ("Contractor") has fully completed all cleaning services for which it has been retained to be performed at the above referenced Real Property Address ("Premises")Customer hereby certifies and acknowledges that 1) Customer has inspected the Premises, 2) Contractor's cleaning services have been adequately performed to Customer’s satisfaction, 3) Contractor's services are now fully complete within the scope of work, and 4) that Premises are in suitable condition for Customer to use for Premises' intended purpose.Please let us know if you would like us to mail you a copy of a signed Certificate of Completion so you can have it for your file. Respectfully,*** ***Office Manager
Dear [redacted],We apologize for any inconvenience we might have caused you. Most of our clients are very happy with the services we provide and we get a lot of great compliments our way. In very rare cases we get a call from a customer who is not fully satisfied because some of the things might have...
been missed while cleaning service was performed. When something like this happens we take all the necessary measures to insure the problem is fixed. Our company has certain policies and procedures. One of them is that if the customer is not fully satisfied with the service - we gladly send out a cleaning personal to fix the issue and take care of the items that might have been accidentally missed by our cleaning techs at no additional cost to the client. This only applies if an estimate was performed and contract is signed with set price for a set scope of work, but if a person purchased a cleaning package this does not apply. When purchasing a cleaning package you pay for the time our cleaning staff works for you - not for a full house cleaning or a deep cleaning. Some houses need for example 14 hours to be fully cleaned but customer purchases only 8 because that's what they think it would take to clean their house fully. And what it could mean is that the customer's house will not be cleaned 100% as expected but only what was possible to do within the time frame purchased. Our customers do have an option to purchase additional hours if they see that the time purchased is not enough, but in your case you chose not to, which is absolutely up to you. This was disclosed to you at the time of purchasing the package.In your feedback you stated that the service has not been done, which is not a true statement. Our cleaning crew was cleaning for full 8 hours and did the best they could within the time frame you have purchased. I apologize you didn't feel that your house was cleaned to your full satisfaction and that is only because it required more time to be fully cleaned to meet your highest expectations. Nevertheless, we made a special exception for you and send out a cleaning crew the second time at no additional cost to you just to make you happy, and they cleaned for an additional hours, but unfortunately that was not enough. I apologize you felt like the cleaning tech was rude to you but that could have been probably a reaction to how you approached them in a first place. This is actually the first time we have someone say that our cleaning personal was rude to them. All of our girls are super sweet and do an excellent job cleaning, that's why we are won Super Service Award for many years and known as a best cleaning service company in Sacramento Area. Per our policy would have to bill you for an additional cleaning service performed the second time, but we are gladly willing to waive the fee for you and hopefully this will be satisfactory. Again, we really apologize we couldn't make you 100% happy, but I can say for sure we tried our Best! Sincerely, Legacy Cleaning Services Team!
I am rejecting this response because: There was no message to read. I am extremely upset about the water damage to my cherry wood antique desk. It can not be repaired. It was a deliberate action of one of the ladies just before leaving when I was asking when my bedrooms would be cleaned & one of them was asking for a tip which took a lot of nerve since the "cleaning" was the worse I have ever experienced & I was left to do the work myself after paying $400.00 a ridiculous overcharge not remotely earned. They had a lot of nerve asking for a tip & was mad so put that wet cloth on my desk. Then when I went to order a pizza delivered found money stolen from my purse. I had marked on the outside $20. the amount (how I keep track of cash) that 20 was gone. Estimate 60 maybe more was stolen. The one that was in my room stole it so the other that was out here asking for the tip didn't know & she must have been the one that put the wet cloth on my desk. I have to replace my bathroom faucet too. The gal that was supposed to be cleaning the bedrooms did clean bathroom sink & counter but not clean enough & deep scratches were put in my faucet.
I am rejecting this response because: In order to get you guys to actually respond to me I had to turn in a claim to the Revdex.com. I have many examples of how the cleaners did a poor job. I called the manager and asked what I should have expected. Sweeping the floors was part of the listed things as was cleaning the bathroom showers. The pictures I attached are the floor I swept as your cleaner was there, because she wanted me to "show her". I swept a huge pile of dirt. That is unacceptable. I also showed her the ahower where they just put the shampoo bottle over the dirt. She told me they forgot to come back. So I also cleaned the shower. I would like a full refund.
Business Stated" In good faith, and to continue consumer satisfaction we offered a resolution and the consumer rejected it. The customer has not accepted our offer to send someone out a 2nd time free of charge to take care of minor issues she has and our offer for one hour partial refund. We are not obligated to refund any monies, especially when she did agree to the terms and conditions listed on our website when she made the purchase. Our terms and Conditions states 30-Day Refund Guarantee (only if package hasn’t been used) – when used packages are non-refundable.
I am rejecting this response because:What was said is not true. The 2 girls were here 4 hours not 8. I was handed a paper to sign saying they were here & not that I approve of work done. I did not have reading glasses on but didn't see much writing just a blank line to sign. My 2 bedrooms were not cleaned at all. I was told they would arrive between 1 p.m. to 1:30 but they arrived at noon. I had my purse & another purse on my bed & was transferring from one to the other when the door bell rang. I forgot about them until they were leaving & I went into my room & saw it not cleaned at all & asked when they were going to clean the bedrooms & was told my time was up. One girl was dusting in the living room where I was the other who mainly spoke Spanish was in my room. Later I found money was missing from my purse so I had to change all my credit cards since she had time to take pics of all my ID's with her phone. I ended up having to do all the cleaning myself since a carpet cleaner was coming soon. The amount taken from my purse was more than they earned. I will never again buy through [redacted]. I thought they used good services. I called Legacy & reported all this to them & asked for someone to come to my house to see first hand. Also deep scratches were put into my bathroom faucet. I will have to replace my waterfall faucet. The worse thing of all was after they left I saw a cloth on my antique desk my Grandma gave me (priceless) & it was damp. When I lifted it the wood was all white! I tried hard to restore it but it is damaged. No one was willing to come look. I can send pics but time limited here.
Business Stated" In good faith, and to continue consumer satisfaction we offered a resolution and the consumer rejected itThe customer has not accepted our offer to send someone out a 2nd time free of charge to take care of minor issues she has and our offer for one hour partial refundWe are not obligated to refund any monies, especially when she did agree to the terms and conditions listed on our website when she made the purchaseOur terms and Conditions states 30-Day Refund Guarantee (only if package hasn’t been used) – when used packages are non-refundable
I am rejecting this response because:What was said is not trueThe girls were here hours not I was handed a paper to sign saying they were here & not that I approve of work doneI did not have reading glasses on but didn't see much writing just a blank line to signMy bedrooms were not cleaned at allI was told they would arrive between p.mto 1:but they arrived at noonI had my purse & another purse on my bed & was transferring from one to the other when the door bell rangI forgot about them until they were leaving & I went into my room & saw it not cleaned at all & asked when they were going to clean the bedrooms & was told my time was upOne girl was dusting in the living room where I was the other who mainly spoke Spanish was in my roomLater I found money was missing from my purse so I had to change all my credit cards since she had time to take pics of all my ID's with her phoneI ended up having to do all the cleaning myself since a carpet cleaner was coming soonThe amount taken from my purse was more than they earnedI will never again buy through [redacted] I thought they used good servicesI called Legacy & reported all this to them & asked for someone to come to my house to see first handAlso deep scratches were put into my bathroom faucetI will have to replace my waterfall faucetThe worse thing of all was after they left I saw a cloth on my antique desk my Grandma gave me (priceless) & it was dampWhen I lifted it the wood was all white! I tried hard to restore it but it is damagedNo one was willing to come lookI can send pics but time limited here
Hi ***,Thank you for your correspondence, and we are very sorry to hear that you were not fully satisfiedIn our previous phone conversations, I explained that our cleaning crew works only for the hours that you purchase and will do the best they can in that time frameUnfortunately cleaning up
cat hair, as you specifically requested to be addressed by our cleaning technicians, was a very time consuming project and like you mentioned, the girls worked very hard for the full hoursAfter the purchased hours of cleaning were completely used up, our technicians received your approval for the work that was completed to your satisfaction and you signed the Certificate of Completion on June 16th, of accepting the work which was performed for you according to your specific instructionsThis is what is stated:Legacy Cleaning Services ("Contractor") has fully completed all cleaning services for which it has been retained to be performed at the above referenced Real Property Address ("Premises")Customer hereby certifies and acknowledges that 1) Customer has inspected the Premises, 2) Contractor's cleaning services have been adequately performed to Customer’s satisfaction, 3) Contractor's services are now fully complete within the scope of work, and 4) that Premises are in suitable condition for Customer to use for Premises' intended purpose.Please let us know if you would like us to mail you a copy of a signed Certificate of Completion so you can have it for your file. Respectfully,*** ***Office Manager
Dear [redacted],We apologize for any inconvenience we might have caused you. Most of our clients are very happy with the services we provide and we get a lot of great compliments our way. In very rare cases we get a call from a customer who is not fully satisfied because some of the things might have...
been missed while cleaning service was performed. When something like this happens we take all the necessary measures to insure the problem is fixed. Our company has certain policies and procedures. One of them is that if the customer is not fully satisfied with the service - we gladly send out a cleaning personal to fix the issue and take care of the items that might have been accidentally missed by our cleaning techs at no additional cost to the client. This only applies if an estimate was performed and contract is signed with set price for a set scope of work, but if a person purchased a cleaning package this does not apply. When purchasing a cleaning package you pay for the time our cleaning staff works for you - not for a full house cleaning or a deep cleaning. Some houses need for example 14 hours to be fully cleaned but customer purchases only 8 because that's what they think it would take to clean their house fully. And what it could mean is that the customer's house will not be cleaned 100% as expected but only what was possible to do within the time frame purchased. Our customers do have an option to purchase additional hours if they see that the time purchased is not enough, but in your case you chose not to, which is absolutely up to you. This was disclosed to you at the time of purchasing the package.In your feedback you stated that the service has not been done, which is not a true statement. Our cleaning crew was cleaning for full 8 hours and did the best they could within the time frame you have purchased. I apologize you didn't feel that your house was cleaned to your full satisfaction and that is only because it required more time to be fully cleaned to meet your highest expectations. Nevertheless, we made a special exception for you and send out a cleaning crew the second time at no additional cost to you just to make you happy, and they cleaned for an additional hours, but unfortunately that was not enough. I apologize you felt like the cleaning tech was rude to you but that could have been probably a reaction to how you approached them in a first place. This is actually the first time we have someone say that our cleaning personal was rude to them. All of our girls are super sweet and do an excellent job cleaning, that's why we are won Super Service Award for many years and known as a best cleaning service company in Sacramento Area. Per our policy would have to bill you for an additional cleaning service performed the second time, but we are gladly willing to waive the fee for you and hopefully this will be satisfactory. Again, we really apologize we couldn't make you 100% happy, but I can say for sure we tried our Best! Sincerely, Legacy Cleaning Services Team!
I am rejecting this response because: I feel the only acceptable cleaning that was complete was the kitchen, so I will accept a 6 hour refund.
I am rejecting this response because: There was no message to read. I am extremely upset about the water damage to my cherry wood antique desk. It can not be repaired. It was a deliberate action of one of the ladies just before leaving when I was asking when my bedrooms would be cleaned & one of them was asking for a tip which took a lot of nerve since the "cleaning" was the worse I have ever experienced & I was left to do the work myself after paying $400.00 a ridiculous overcharge not remotely earned. They had a lot of nerve asking for a tip & was mad so put that wet cloth on my desk. Then when I went to order a pizza delivered found money stolen from my purse. I had marked on the outside $20. the amount (how I keep track of cash) that 20 was gone. Estimate 60 maybe more was stolen. The one that was in my room stole it so the other that was out here asking for the tip didn't know & she must have been the one that put the wet cloth on my desk. I have to replace my bathroom faucet too. The gal that was supposed to be cleaning the bedrooms did clean bathroom sink & counter but not clean enough & deep scratches were put in my faucet.
Dear [redacted]Your responses are no longer required as your file has been officially closed. We wish you all the best.
I am rejecting this response because: In order to get you guys to actually respond to me I had to turn in a claim to the Revdex.com. I have many examples of how the cleaners did a poor job. I called the manager and asked what I should have expected. Sweeping the floors was part of the listed things as was cleaning the bathroom showers. The pictures I attached are the floor I swept as your cleaner was there, because she wanted me to "show her". I swept a huge pile of dirt. That is unacceptable. I also showed her the ahower where they just put the shampoo bottle over the dirt. She told me they forgot to come back. So I also cleaned the shower. I would like a full refund.
Business Stated" In good faith, and to continue consumer satisfaction we offered a resolution and the consumer rejected it. The customer has not accepted our offer to send someone out a 2nd time free of charge to take care of minor issues she has and our offer for one hour partial refund. We are not obligated to refund any monies, especially when she did agree to the terms and conditions listed on our website when she made the purchase. Our terms and Conditions states 30-Day Refund Guarantee (only if package hasn’t been used) – when used packages are non-refundable.
I am rejecting this response because:What was said is not true. The 2 girls were here 4 hours not 8. I was handed a paper to sign saying they were here & not that I approve of work done. I did not have reading glasses on but didn't see much writing just a blank line to sign. My 2 bedrooms were not cleaned at all. I was told they would arrive between 1 p.m. to 1:30 but they arrived at noon. I had my purse & another purse on my bed & was transferring from one to the other when the door bell rang. I forgot about them until they were leaving & I went into my room & saw it not cleaned at all & asked when they were going to clean the bedrooms & was told my time was up. One girl was dusting in the living room where I was the other who mainly spoke Spanish was in my room. Later I found money was missing from my purse so I had to change all my credit cards since she had time to take pics of all my ID's with her phone. I ended up having to do all the cleaning myself since a carpet cleaner was coming soon. The amount taken from my purse was more than they earned. I will never again buy through [redacted]. I thought they used good services. I called Legacy & reported all this to them & asked for someone to come to my house to see first hand. Also deep scratches were put into my bathroom faucet. I will have to replace my waterfall faucet. The worse thing of all was after they left I saw a cloth on my antique desk my Grandma gave me (priceless) & it was damp. When I lifted it the wood was all white! I tried hard to restore it but it is damaged. No one was willing to come look. I can send pics but time limited here.