Something Better, Incorporated

April 6, Our response to *** ***'s complaint; ID *** dated 3/27/We have enjoyed serving this client for the last year and a halfShe is particular about how her home is cleaned and we very much respect thatWe have sent a manager to her home previously for touch-up
cleanings because client satisfaction is a key component of the service we offerIn order to understand the detail our clients want as well as to learn when our well-trained staff occasionally misses a client expectation, we do not offer discounts but instead offer to return to touany misses within business hours after being notified of the problemThis client called to express concerns with how the laundry room, powder room, and foyer floors were cleaned and wanted a 50% discount on her billAs she knows, our policy is to fix those areas but unfortunately she performed the touherself before even notifying us there was an issueWe are so sorry this client chose to not let us help her.Regards,Margaret Z
Owner

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: some information in the letter from Something Better, Inc. is incorrect.  I have attached my response.
April 6, 2015My response to Something Better Inc. : ID [redacted] dated April 6, 2015I started using this cleaning service in October 2013. At that the same two cleaners would come to my home once a month. I had initially requested every two weeks but was told since it was only my husband and me we really didn't need a cleaning service more than once a month. As time went on I found out that the service was not sending the same two cleaners to my home.The manager that was sent to my home was quite some time ago and only one time. I haven't had an issue until recently. This last time I took two photos and emailed them to Margaret, the owner, who never mentioned them in her email back to me. These were of the foyer, laundry room and powder room. I didn't take photos of the other areas. I had also told her of items being broken and left for me to find. I stated understood this happens at times but it would have been nice if the cleaners had left me a note instead of me having to find these broken items on my own. My phone call to Margaret, the day the cleaning service was here, was to let her know l was cancelling my service with them because I was extremely disappointed in how my house was being cleaned. I'm sorry but I do not know how two cleaners can clean a 3,000 sq. ft. home in 1 1/2 hours (total 3 hours-1 1/2 hours for each cleaner).
I did not come out and ask for a 50% discount. What I said was I did not think I should be responsible for the entire bill and would be happy to pay half. The service response to me was “you received three hours of cleaning”. I responded “if I received three hours of cleaning why am I spending the weekend cleaning my home”? I promptly paid the entire bill.I would caution anyone that uses this Something Better Inc. to be very careful of the lack of consistency provided by this cleaning service.Sincerely,
Regards,
[redacted]