Silvia's Cleaning Services

The company did not complete the services that were promised. When contacted for a refund or payment adjustment, they declined.I hired Silvia's Cleaning Service on April 5, 2016 for a Move In Cleaning which they have described on their website as well as in the initial communication we had. They stated this service would be $120 and would include all rooms dusted, base boards wiped, toilets/showers/sinks cleaned, floors vacuumed/swept/moped,ceiling fans and blinds dusted, air vents cleaned, appliances cleaned inside and out, trash emptied, etc. When I asked if this would include a deep cleaning of oven and refrigerator, she stated it would be an addition $40. However, on the website it states it should be included. I agreed to proceed with the service and we settled on the time of 2 pm on April 7, 2016 and she stated it would take about 2-3 hours. She emailed me that evening and said that her staff would arrive at 230-3 pm. I stated that we agreed on 2 and if she was unable to arrive that I would find another person, and eventually she stated she would arrive at 2pm. On the day of service, 2 women arrived and began to clean. They were there for 3 and a half hours during which they were listening to music, chatting on the phone, and having personal conversations. As they were cleaning, I had to point out several areas which they missed. Once they were done, I handed them the check for payment and they hurried out the door before I had a chance to look over the home. Upon inspection, I found several areas which they left a mess. The blinds were left half open and in disarray. Many of which were not dusted at all. They did not dust ceiling fans, there were brown spots in 2 of the bathroom sinks, there was food caked between the oven and counter as well as grease and food all over the top of the stove, they left water in the fridge which caused a moldy smell to develop. There were several crumbs and dust left on the kitchen floor, there was spaghetti sauce splattered on the backsplash of the kitchen, ALL of the outlets and light switches were very dirty as were many of the doors with fingerprints. I took pictures of these and emailed Silvia to let her know of the issues. She said she did not offer refunds (which is listed nowhere on her website) and that she would come back to clean. I told her I was not comfortable allowing her staff to come back and that I already had to clean over her in order to move my belongings into the home. I states she could at least refund me for the deep cleaning extra charge since that was obviously not done. She then completely stopped responding to any of my emails.Desired SettlementI would like a partial refund from the company. I do not believe I should have had to pay the extra $40 dollars they required because the services I needed were listed as included on the website. It also appears they did not even perform these services because the items that were to be "deep cleaned" were left filthy and had to be recleaned. Business Response Contact Name and Title: [redacted] - OwnerContact Phone: XXX-XXX-XXXXContact Email: [redacted]@silviascleaningservicesllc.comWe were hired on April 5th 2016 for the cleaning service on April 7th 2016. We send her a reminder a day before explaining that our ladies would arrive between 2 to 3 p.m. She responded that if we weren't there at 2:00 p.m. she would look for another company. I told them we will be there at 2:00. Our personnel arrived at 1:49 p.m. and performed a labor of more than 3 hours doing everything specified in our website. She was there all the time complementing our ladies' work, literally saying she was happy with the service and she like the smell on the house fresh and clean.When we get a client is give them a letter that shows everything they can expect from our services. In the letter says that we don't refund. Our work is guaranteed if the client is not satisfy, we come back within 24 hrs to do a re-do totally free. Another thing is that our website specified that oven, refrigerator and windows are extra labor, because of this, they have an extra charge. Even though it is in our website I make her notice it before we took her and she agreed.On April 7th, we cleaned the house and she makes the complaint on the 10th, three days after of the service. For consideration to our clients I offered to her a free service at first time in the morning of the next day, April 11th. Even though there was already three days pass. There was nothing else that we can offer.Bottom line:1- She agreed to pay $40.00 for extra services.2- We arrived before 2p.m as she asked (1:49 p.m.)3- The service last 3 and a half hour.4- She was there during the service.5- She paid for the service.6- She compliment the service several times.Consumer Response The ladies DID NOT arrive at 149. It was actually 2:03 pm on the dot. I was NOT there the entire time. I left for at least an hour, during which they apparently did nothing. I only complimented that it smelled better like cleaning solution and the air freshener they sprayed instead of the smell left by the previous owners. SEVERAL times I had to point out things they missed. Again, I have multiple photos to show the areas that were left FILTHY. The reason it took me several days is because as we were moving things in, I was finding more and more unclean areas and wanted to be sure I had all information before contacting the owner. It is CLEARLY stated on the website under "Move In/Move out Cleaning Service" that cleaning inside and out of refrigerator and oven is included in the service. Why was I charged $40 extra for these services? That is total misrepresentation. I insist that the extra money is refunded since it was fraudulently demanded for service that was advertised as included in the Move in/Move out service.Final Business Response We are in our best position to resolve this situation. We would like to offer her a deep cleaning service absolutely free,done by a different team that will be supervised by the operation manager, which will include a check list.