Superior Kitchens, Inc.

Initial Business Response /* (1000, 8, 2015/09/01) */
Contact Name and Title: [redacted]
Contact Phone: * ([redacted]
Contact Email: [redacted].**
This complaint has many errors - most important, the client paid for 3 hours and received 3 hours of cleaning yet they have...

repeatedly insisted that they were supposed to have 4 hours of cleaning and so are owed an additional hour. A second major point is that as the client admits we made many attempts to communicate with them, had 3 conversations attempting to resolve this, and our last two messages were not returned.
With respect to the cleaning time, during the cleaning booking [redacted] (the owner) recommended at least 4 hours. The client however chose to have only a 3 hour visit, against this recommendation. (The rate can be checked on our website, where the price for our discounted "trial" 3-hour cleaning - our lowest rate - is what the client paid.) After the cleaning a conscientious House Whisperer employee left a note indicating that they were unable to complete everything the client wished in the time booked and suggesting they could return at another date. Also, the employee noted that the client's own vacuum was malfunctioning because it was clogged with pet hair, and could not be used on their carpet as planned. Still, the team had plenty to do in this home during the 3 hours contracted including dusting, kitchen, dishes, counters, garbages, floors, and all but 1 bathroom. We assume that the client interpreted this to mean they were owed more time.
As the client points out, the House Whisperer owner and schedule-maker was [redacted] and so a senior employee and partner to the business both spoke to the client trying to resolve the issue. Because the scheduler was not available the client's false belief that they had paid for 4 hours was responded to with an offer to return or to repay the final hour. (The client in fact was incorrect about having paid for 4 hours, and as above can check their payment to confirm their mistake.) The reason the client spoke to more than one person is that the first person found them rude and aggressive. The second person offered to send a team back the next day at The House Whisperers's expense. Unfortunately the team was held up and could not arrive at the scheduled time. The team called the client and the client again was rude to them telling them not to bother. When the client called to rescheduled later that day she left a very insistent voice mail which was quickly replied to by a House Whisperer representative. The client's husband answered the call and insisted we either return or give them a refund. The House Whisperer representative offered to send them back the next day OR refund the one hour he was told by the client was owed to them. Mr [redacted] refused to give an email address for a refund but agreed to having them back the next morning. A message was left on the client's phone 15 minutes later confirming the scheduled visit and asking the client to confirm that they would be in the home at the time discussed but this message was not returned by the client. Still, wanting avoid any further upset, The House Whisperer sent the team to the home as promised in the message we left. This additional (free) team knocked on the door but though there were cars in the driveway there was no answer.
After her return from [redacted] the owner also responded to the clients [redacted] post that she publicly posted for any of our 1800 follows to see accusing us of short-changing them. [redacted] replied to this comment but the client did not respond. [redacted] removed both comments after several days as the clients message made reference to [redacted] wanted to keep private.

At The House Whisperer we work very hard to please our clients and resolve complaints. Even though the client's basis for this complaint was false, we tried very hard, under difficult circumstances to please them. At this point we consider the matter closed, and are comfortable that we made a more than reasonable effort to satisfy an unreasonable client.
Initial Consumer Rebuttal /* (3000, 10, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We believe that there are many interpretations occurring here. I was not told that it was a discounted 3 hour clean; therefore why would I expect a 3 hr clean when it was supposed to be 4 hrs.
There are a few false claims in the response. At the cleaners request, we called back. My husband spoke to [redacted] and found things to be chaotic and disorganized. I spoke to [redacted] and I was never rude to her - if laughing and talking calmly are signs of rudeness then I do apologize. We scheduled another time and the cleaner calked 10 mins after she was to arrive saying she just arrived at another contract that would be
Final Business Response /* (4000, 16, 2015/09/15) */
The original argument was that Mr and Mrs [redacted] felt they were owed one extra hour and we have settled that no time was owed. Mrs [redacted] feels she booked in for 4 hrs but my notes clearly state that we discussed 4 hrs but she settled on 3 hrs. Not something that is uncommon-as our 3 hour trial offer is a good deal. However, I understand, there was some confusion and she thought they would be there for 4 hrs. But the bottom line is the staff where sent for 3 hrs, they billed them for 3 hrs and the clients paid for 3 hrs. Therefore no time or money is owned. The client admitted on the phone that they were happy with the work that was done (even though some areas the team didn't have time for). While I stand by my work and would normally send my team back to redo anything that was not cleaned to standard in this case I feel my staff did everything they could to please these clients.
Final Consumer Response /* (4200, 18, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I suppose my question would be how do you determine the scope of work over the phone? Seems you are cutting corners and the client is suffering. I would never send a cleaner to a home/business without seeing it firsthand so I can give accurate pricing. This makes it fair for the cleaner and client. The work done was fine (which is not great or fantastic) but it wasn't finished. I would hope on a regular basis this is not normal, to leave a house unfinished. The company has not done everything they can to resolve this issue and they seem unwilling to provide exemplary customer service. We stand by our dissatisfaction and will continue to until the company admits they were wrong and step up to the plate. Internal disorganization is not the fault of clients.