Initial Business Response / [redacted] (1000, 5, 2014/10/09) */ [redacted] I have also cleaned for Mrs [redacted] and her family numerous times in the past with no issues [redacted] I think this is the case because I always ask every customer the same questions as follows: (1) What would you like cleaned? (2) Do you want any furniture moved or just traffic areas cleaned? (3) If customer says they want furniture moved, I always respond by saying- I can give you an approximate price based on exposed areas only but cannot give a price for moving furniture, as it depends on what type of furniture and how many pieces we will be movingIf a customer ever wants an approx price for moving furniture, I always give a very broad price range ie like $30-more dependingI gave Mrs [redacted] a quote of $because in our 1st conversation we both agreed on cleaning only exposed areas and that she would move any furniture she wished before we came to cleanShe did not state that she wanted us to clean under the furniture At the time of cleaning, she told [redacted] what to move which was substantial, and after completing the job, [redacted] phoned me to discuss the price and what he typically would charge, and We decided that $was more then fair [redacted] then phoned me back after Mrs [redacted] expressed her concerns and we decided to include the GST to make her happyShe was still upset so I tried to speak with her on the phone to work things out, and she hung up on meIn the end we charged her $not $as she stated, which is a very good price [redacted] If Mrs [redacted] wants a $refund, she can call our office and we will refund it [redacted] Best Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to ***'s response to my complaint I would like to say the following: 1) I agree that Steam Clean Express Ltd has done work for me and my family on numerous occasions, [redacted] 2) [redacted] 3) I never at any time any time said the only area to be cleaned was the exposed areas, as indeed I never did on the "numerous times in the past" when I gave them my businessAt no time was the furniture removal cost of $30-discussedI genuinely believed there was a mutual understanding of the job required and the price to be paid 4) [redacted] 5) [redacted] 6) I would further add that the job was scheduled to talke place at 2:00pmI received a voicemail at approximately one hour before to say that the cleaner would not arrive till 2:30pm - 2:45pmAs I had a previous engagement, this then required me to leave my front door openI returned to the house at the house at approximately 3:30pmThe cleaner had finished and was tidying upI asked him when he arrived, to which he replied, "At about 2:35pm." At all times was I courteous, [redacted] Clearly I was unhappy with the overcharge 6) [redacted]
Initial Business Response /* (1000, 5, 2014/10/09) */
[redacted] I have also cleaned for Mrs [redacted] and her family numerous times in the past with no issues....
[redacted] I think this is the case because I always ask every customer the same questions as follows: (1) What would you like cleaned? (2) Do you want any furniture moved or just traffic areas cleaned? (3) If customer says they want furniture moved, I always respond by saying- I can give you an approximate price based on exposed areas only but cannot give a price for moving furniture, as it depends on what type of furniture and how many pieces we will be moving. If a customer ever wants an approx price for moving furniture, I always give a very broad price range ie like $30-80 more depending. I gave Mrs [redacted] a quote of $200 because in our 1st conversation we both agreed on cleaning only exposed areas and that she would move any furniture she wished before we came to clean. She did not state that she wanted us to clean under the furniture.
At the time of cleaning, she told [redacted] what to move which was substantial, and after completing the job, [redacted] phoned me to discuss the price and what he typically would charge, and We decided that $250 was more then fair. [redacted] then phoned me back after Mrs [redacted] expressed her concerns and we decided to include the GST to make her happy. She was still upset so I tried to speak with her on the phone to work things out, and she hung up on me. In the end we charged her $238.10 not $250 as she stated, which is a very good price.
[redacted] If Mrs [redacted] wants a $38 refund, she can call our office and we will refund it. [redacted]
Best Regards, [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to [redacted]'s response to my complaint I would like to say the following:
1) I agree that Steam Clean Express Ltd has done work for me and my family on numerous occasions, [redacted]
2) [redacted]
3) I never at any time any time said the only area to be cleaned was the exposed areas, as indeed I never did on the "numerous times in the past" when I gave them my business. At no time was the furniture removal cost of $30-80 discussed. I genuinely believed there was a mutual understanding of the job required and the price to be paid.
4) [redacted]
5) [redacted]
6) I would further add that the job was scheduled to talke place at 2:00pm. I received a voicemail at approximately one hour before to say that the cleaner would not arrive till 2:30pm - 2:45pm. As I had a previous engagement, this then required me to leave my front door open. I returned to the house at the house at approximately 3:30pm. The cleaner had finished and was tidying up. I asked him when he arrived, to which he replied, "At about 2:35pm." At all times was I courteous, [redacted] Clearly I was unhappy with the overcharge.
6) [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/10/09) */ [redacted] I have also cleaned for Mrs [redacted] and her family numerous times in the past with no issues [redacted] I think this is the case because I always ask every customer the same questions as follows: (1) What would you like cleaned? (2) Do you want any furniture moved or just traffic areas cleaned? (3) If customer says they want furniture moved, I always respond by saying- I can give you an approximate price based on exposed areas only but cannot give a price for moving furniture, as it depends on what type of furniture and how many pieces we will be movingIf a customer ever wants an approx price for moving furniture, I always give a very broad price range ie like $30-more dependingI gave Mrs [redacted] a quote of $because in our 1st conversation we both agreed on cleaning only exposed areas and that she would move any furniture she wished before we came to cleanShe did not state that she wanted us to clean under the furniture At the time of cleaning, she told [redacted] what to move which was substantial, and after completing the job, [redacted] phoned me to discuss the price and what he typically would charge, and We decided that $was more then fair [redacted] then phoned me back after Mrs [redacted] expressed her concerns and we decided to include the GST to make her happyShe was still upset so I tried to speak with her on the phone to work things out, and she hung up on meIn the end we charged her $not $as she stated, which is a very good price [redacted] If Mrs [redacted] wants a $refund, she can call our office and we will refund it [redacted] Best Regards, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to ***'s response to my complaint I would like to say the following: 1) I agree that Steam Clean Express Ltd has done work for me and my family on numerous occasions, [redacted] 2) [redacted] 3) I never at any time any time said the only area to be cleaned was the exposed areas, as indeed I never did on the "numerous times in the past" when I gave them my businessAt no time was the furniture removal cost of $30-discussedI genuinely believed there was a mutual understanding of the job required and the price to be paid 4) [redacted] 5) [redacted] 6) I would further add that the job was scheduled to talke place at 2:00pmI received a voicemail at approximately one hour before to say that the cleaner would not arrive till 2:30pm - 2:45pmAs I had a previous engagement, this then required me to leave my front door openI returned to the house at the house at approximately 3:30pmThe cleaner had finished and was tidying upI asked him when he arrived, to which he replied, "At about 2:35pm." At all times was I courteous, [redacted] Clearly I was unhappy with the overcharge 6) [redacted]
Initial Business Response /* (1000, 5, 2014/10/09) */
[redacted] I have also cleaned for Mrs [redacted] and her family numerous times in the past with no issues....
[redacted] I think this is the case because I always ask every customer the same questions as follows: (1) What would you like cleaned? (2) Do you want any furniture moved or just traffic areas cleaned? (3) If customer says they want furniture moved, I always respond by saying- I can give you an approximate price based on exposed areas only but cannot give a price for moving furniture, as it depends on what type of furniture and how many pieces we will be moving. If a customer ever wants an approx price for moving furniture, I always give a very broad price range ie like $30-80 more depending. I gave Mrs [redacted] a quote of $200 because in our 1st conversation we both agreed on cleaning only exposed areas and that she would move any furniture she wished before we came to clean. She did not state that she wanted us to clean under the furniture.
At the time of cleaning, she told [redacted] what to move which was substantial, and after completing the job, [redacted] phoned me to discuss the price and what he typically would charge, and We decided that $250 was more then fair. [redacted] then phoned me back after Mrs [redacted] expressed her concerns and we decided to include the GST to make her happy. She was still upset so I tried to speak with her on the phone to work things out, and she hung up on me. In the end we charged her $238.10 not $250 as she stated, which is a very good price.
[redacted] If Mrs [redacted] wants a $38 refund, she can call our office and we will refund it. [redacted]
Best Regards, [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/10/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to [redacted]'s response to my complaint I would like to say the following:
1) I agree that Steam Clean Express Ltd has done work for me and my family on numerous occasions, [redacted]
2) [redacted]
3) I never at any time any time said the only area to be cleaned was the exposed areas, as indeed I never did on the "numerous times in the past" when I gave them my business. At no time was the furniture removal cost of $30-80 discussed. I genuinely believed there was a mutual understanding of the job required and the price to be paid.
4) [redacted]
5) [redacted]
6) I would further add that the job was scheduled to talke place at 2:00pm. I received a voicemail at approximately one hour before to say that the cleaner would not arrive till 2:30pm - 2:45pm. As I had a previous engagement, this then required me to leave my front door open. I returned to the house at the house at approximately 3:30pm. The cleaner had finished and was tidying up. I asked him when he arrived, to which he replied, "At about 2:35pm." At all times was I courteous, [redacted] Clearly I was unhappy with the overcharge.
6) [redacted]