On Sept 23, 2016, I met with both Mr and Mrs [redacted] at the house that they had just closed on that day. It was explained to me that an elderly couple in their 90's had just moved out, the house was very dirty. They had specific things that they wanted done and some things they didn't want done, I... did not understand why they wanted us to clean it as soon as possible because they were going to rip up carpet, take out cabinets, countertops, flooring, some lights. To me, I would have done all the construction 1st then have us come in and clean, but this is what they wanted us to do, I gave them an estimate of what I thought it would take. We cleaned 16 hours on Sept 26, both the [redacted] 's where there, they told the girls what a wonderful job they had done and gave them each a $20.00 tip. We returned on Wednesday, Sept 28 to finish the job, just like I told them we would. When the girls got there Mr [redacted] was ripping up carpet in the master bedroom, which we had just cleaned that Monday. After washing down all the baseboards, windows, walls and built ins, he was ripping up carpet and padding which was covering everything we had done with dust. We continued to finish the job on Wednesday, another 12 hours of cleaning. I knew Mr [redacted] was not an easy man to deal with, so I asked ***, the lead on this job, to have him double check everything before they got paid and left. When she got back to the office, she told me they both had walked through the entire house before they gave her a check and said everything looked fine. I was surprised, I felt like there might have been a problem, but apparently everything was ok. I was pleasantly surprised. A week later on Monday, Oct 3, 2016 I get a message late in the day from Mr [redacted] telling me he would like to talk to me about the cleaning. Because it was late in the day, I returned his call the next morning. He starting insulting the people that cleaned his house, saying he could have gotten high school students to do a better job than the girls I sent to his house, when I asked why he waited an entire week to call me, he said he didn't find things until the next week. I offered to come out and see what we could do, or I could send the girls back out to clean, he said he did not want them to come back that he had already cleaned up everything they did not do. He told me if I wanted to send him a check back for half of the cleaning, he would go away and forget the whole thing, other wise he was going on social media and tell all of Morton what kind of cleaning my company did. I told him I will not be blackmailed into returning his money, he would not let me come see what he was talking about, and said he had already cleaned it all, he did send me 5 pictures of 3 outlets, the front of one toilet a blind and a thermastat. They still had finger prints on them, but there was no date on these pictures, not sure if the pictures were taken before we cleaned or after. I offered to send him a check for 3 hours of cleaning, he again said, he would settle for 1/4 this time not 1/2 of the cleaning bill. To me, this is like hiring a plumber to put in a new toilet, paying him and a week later telling him it didn't work, so just send me my money back, I fixed it myself. He and his wife were satisfied with the cleaning the day we finished it, they checked the whole house before the team left and said everything was satisfactory. I don't know what happened in that next week, but I am not responsible for the house a week later, after ripping up carpet, cabinets flooring, of course it will have to be cleaned again. Mr [redacted] never said he was filing a complaint with the BBB, like he told you he said to me, but this like a few other things he said to me was a lie. He had told me that my lead person had left the job to get supplies, and he felt he shouldn't have to pay for this, when in fact she never left the job. He also said that she had car trouble and was talking to her husband on the phone because the car would not start, and he said she wasted an hour doing that which he didn't think he should have to pay for, when in fact, when she found out her car would not start, it was when she was getting ready to leave, they had already done the walk through and he had already paid her. I am very sorry that they are dissatisfied customers, but I feel they are probable dissatisfied customers with a lot of other small business in this town also. I tried very hard to make this right with them, but Mr [redacted] 's request for 1/2 or 1/4 of the money back was unreasonable. I have not stayed in business for 26 years because of dissatisfied customers, my record stands for itself. Sorry this is so lengthy, thank you for taking the time to read this. Sincerely, Terri [redacted]
I am rejecting this response because:
The quality of service provided by Terri Maids was unacceptableTerri did not inspect the job when finished, even though I complained to her team lead at the beginning of the second day, sighting numerous areas that needed re-cleanedAlso, these were areas that were highlighted as needing significant attention at the beginning of first day before work startedI provided pictures that demonstrated the poor cleaning, they are dated, they are all after service was providedThe house was not occupied during this period which resulted in finding the dirty areas over the following week as we gradually spent time in the houseTerri Maids had been cleaned and re-cleaned ares we complained about on day These dirty areas were completely unrelated to removal of carpet in one bedroom at opposite end of houseWe properly cleaned dirty areas ourselves one at a time as we found themThis became so many that we felt we should communicate this back to TerriWe thought she would like to know since she did not visit the job site during or after service was provided, even though she new we complained on day
On Sept 23, 2016, I met with both Mr and Mrs [redacted] at the house that they had just closed on that day. It was explained to me that an elderly couple in their 90's had just moved out, the house was very dirty. They had specific things that they wanted done and some things they didn't want done, I...
did not understand why they wanted us to clean it as soon as possible because they were going to rip up carpet, take out cabinets, countertops, flooring, some lights. To me, I would have done all the construction 1st then have us come in and clean, but this is what they wanted us to do, I gave them an estimate of what I thought it would take.
We cleaned 16 hours on Sept 26, both the [redacted]'s where there, they told the girls what a wonderful job they had done and gave them each a $20.00 tip. We returned on Wednesday, Sept 28 to finish the job, just like I told them we would. When the girls got there Mr [redacted] was ripping up carpet in the master bedroom, which we had just cleaned that Monday. After washing down all the baseboards, windows, walls and built ins, he was ripping up carpet and padding which was covering everything we had done with dust.
We continued to finish the job on Wednesday, another 12 hours of cleaning. I knew Mr [redacted] was not an easy man to deal with, so I asked [redacted], the lead on this job, to have him double check everything before they got paid and left. When she got back to the office, she told me they both had walked through the entire house before they gave her a check and said everything looked fine. I was surprised, I felt like there might have been a problem, but apparently everything was ok. I was pleasantly surprised. A week later on Monday, Oct 3, 2016 I get a message late in the day from Mr [redacted] telling me he would like to talk to me about the cleaning.
Because it was late in the day, I returned his call the next morning. He starting insulting the people that cleaned his house, saying he could have gotten high school students to do a better job than the girls I sent to his house, when I asked why he waited an entire week to call me, he said he didn't find things until the next week. I offered to come out and see what we could do, or I could send the girls back out to clean, he said he did not want them to come back that he had already cleaned up everything they did not do.
He told me if I wanted to send him a check back for half of the cleaning, he would go away and forget the whole thing, other wise he was going on social media and tell all of Morton what kind of cleaning my company did. I told him I will not be blackmailed into returning his money, he would not let me come see what he was talking about, and said he had already cleaned it all, he did send me 5 pictures of 3 outlets, the front of one toilet a blind and a thermastat. They still had finger prints on them, but there was no date on these pictures, not sure if the pictures were taken before we cleaned or after. I offered to send him a check for 3 hours of cleaning, he again said, he would settle for 1/4 this time not 1/2 of the cleaning bill. To me, this is like hiring a plumber to put in a new toilet, paying him and a week later telling him it didn't work, so just send me my money back, I fixed it myself. He and his wife were satisfied with the cleaning the day we finished it, they checked the whole house before the team left and said everything was satisfactory. I don't know what happened in that next week, but I am not responsible for the house a week later, after ripping up carpet, cabinets flooring, of course it will have to be cleaned again.
Mr [redacted] never said he was filing a complaint with the Revdex.com, like he told you he said to me, but this like a few other things he said to me was a lie. He had told me that my lead person had left the job to get supplies, and he felt he shouldn't have to pay for this, when in fact she never left the job. He also said that she had car trouble and was talking to her husband on the phone because the car would not start, and he said she wasted an hour doing that which he didn't think he should have to pay for, when in fact, when she found out her car would not start, it was when she was getting ready to leave, they had already done the walk through and he had already paid her.
I am very sorry that they are dissatisfied customers, but I feel they are probable dissatisfied customers with a lot of other small business in this town also. I tried very hard to make this right with them, but Mr [redacted]'s request for 1/2 or 1/4 of the money back was unreasonable. I have not stayed in business for 26 years because of dissatisfied customers, my record stands for itself. Sorry this is so lengthy, thank you for taking the time to read this. Sincerely, Terri [redacted]
As I said before, I am sorry Mr [redacted] is dissatisfied, he did not want me to come to the house, I offered to meet him, he did not want me in his house, I had no ideal he was dissatisfied with the cleaning until the next week. If he had called me the day of or the day after the cleaning, I would have come immediately to see and fix the problem. He was not dissatisfied on the day we cleaned the house, although, they did not live in the house, they were at the house the entire time we were cleaning, and were asked to walk through the house as the girls were loading up, they did walk through, and looked at all the rooms, they said everything was ok, even thanked the girls and paid them. If they were that unhappy, why did they pay the girls and thank them. Why did I not get a call for an entire week later?
On Sept 23, 2016, I met with both Mr and Mrs [redacted] at the house that they had just closed on that day. It was explained to me that an elderly couple in their 90's had just moved out, the house was very dirty. They had specific things that they wanted done and some things they didn't want done, I... did not understand why they wanted us to clean it as soon as possible because they were going to rip up carpet, take out cabinets, countertops, flooring, some lights. To me, I would have done all the construction 1st then have us come in and clean, but this is what they wanted us to do, I gave them an estimate of what I thought it would take. We cleaned 16 hours on Sept 26, both the [redacted] 's where there, they told the girls what a wonderful job they had done and gave them each a $20.00 tip. We returned on Wednesday, Sept 28 to finish the job, just like I told them we would. When the girls got there Mr [redacted] was ripping up carpet in the master bedroom, which we had just cleaned that Monday. After washing down all the baseboards, windows, walls and built ins, he was ripping up carpet and padding which was covering everything we had done with dust. We continued to finish the job on Wednesday, another 12 hours of cleaning. I knew Mr [redacted] was not an easy man to deal with, so I asked ***, the lead on this job, to have him double check everything before they got paid and left. When she got back to the office, she told me they both had walked through the entire house before they gave her a check and said everything looked fine. I was surprised, I felt like there might have been a problem, but apparently everything was ok. I was pleasantly surprised. A week later on Monday, Oct 3, 2016 I get a message late in the day from Mr [redacted] telling me he would like to talk to me about the cleaning. Because it was late in the day, I returned his call the next morning. He starting insulting the people that cleaned his house, saying he could have gotten high school students to do a better job than the girls I sent to his house, when I asked why he waited an entire week to call me, he said he didn't find things until the next week. I offered to come out and see what we could do, or I could send the girls back out to clean, he said he did not want them to come back that he had already cleaned up everything they did not do. He told me if I wanted to send him a check back for half of the cleaning, he would go away and forget the whole thing, other wise he was going on social media and tell all of Morton what kind of cleaning my company did. I told him I will not be blackmailed into returning his money, he would not let me come see what he was talking about, and said he had already cleaned it all, he did send me 5 pictures of 3 outlets, the front of one toilet a blind and a thermastat. They still had finger prints on them, but there was no date on these pictures, not sure if the pictures were taken before we cleaned or after. I offered to send him a check for 3 hours of cleaning, he again said, he would settle for 1/4 this time not 1/2 of the cleaning bill. To me, this is like hiring a plumber to put in a new toilet, paying him and a week later telling him it didn't work, so just send me my money back, I fixed it myself. He and his wife were satisfied with the cleaning the day we finished it, they checked the whole house before the team left and said everything was satisfactory. I don't know what happened in that next week, but I am not responsible for the house a week later, after ripping up carpet, cabinets flooring, of course it will have to be cleaned again. Mr [redacted] never said he was filing a complaint with the BBB, like he told you he said to me, but this like a few other things he said to me was a lie. He had told me that my lead person had left the job to get supplies, and he felt he shouldn't have to pay for this, when in fact she never left the job. He also said that she had car trouble and was talking to her husband on the phone because the car would not start, and he said she wasted an hour doing that which he didn't think he should have to pay for, when in fact, when she found out her car would not start, it was when she was getting ready to leave, they had already done the walk through and he had already paid her. I am very sorry that they are dissatisfied customers, but I feel they are probable dissatisfied customers with a lot of other small business in this town also. I tried very hard to make this right with them, but Mr [redacted] 's request for 1/2 or 1/4 of the money back was unreasonable. I have not stayed in business for 26 years because of dissatisfied customers, my record stands for itself. Sorry this is so lengthy, thank you for taking the time to read this. Sincerely, Terri [redacted]
I am rejecting this response because:
The quality of service provided by Terri Maids was unacceptableTerri did not inspect the job when finished, even though I complained to her team lead at the beginning of the second day, sighting numerous areas that needed re-cleanedAlso, these were areas that were highlighted as needing significant attention at the beginning of first day before work startedI provided pictures that demonstrated the poor cleaning, they are dated, they are all after service was providedThe house was not occupied during this period which resulted in finding the dirty areas over the following week as we gradually spent time in the houseTerri Maids had been cleaned and re-cleaned ares we complained about on day These dirty areas were completely unrelated to removal of carpet in one bedroom at opposite end of houseWe properly cleaned dirty areas ourselves one at a time as we found themThis became so many that we felt we should communicate this back to TerriWe thought she would like to know since she did not visit the job site during or after service was provided, even though she new we complained on day
On Sept 23, 2016, I met with both Mr and Mrs [redacted] at the house that they had just closed on that day. It was explained to me that an elderly couple in their 90's had just moved out, the house was very dirty. They had specific things that they wanted done and some things they didn't want done, I...
did not understand why they wanted us to clean it as soon as possible because they were going to rip up carpet, take out cabinets, countertops, flooring, some lights. To me, I would have done all the construction 1st then have us come in and clean, but this is what they wanted us to do, I gave them an estimate of what I thought it would take.
We cleaned 16 hours on Sept 26, both the [redacted]'s where there, they told the girls what a wonderful job they had done and gave them each a $20.00 tip. We returned on Wednesday, Sept 28 to finish the job, just like I told them we would. When the girls got there Mr [redacted] was ripping up carpet in the master bedroom, which we had just cleaned that Monday. After washing down all the baseboards, windows, walls and built ins, he was ripping up carpet and padding which was covering everything we had done with dust.
We continued to finish the job on Wednesday, another 12 hours of cleaning. I knew Mr [redacted] was not an easy man to deal with, so I asked [redacted], the lead on this job, to have him double check everything before they got paid and left. When she got back to the office, she told me they both had walked through the entire house before they gave her a check and said everything looked fine. I was surprised, I felt like there might have been a problem, but apparently everything was ok. I was pleasantly surprised. A week later on Monday, Oct 3, 2016 I get a message late in the day from Mr [redacted] telling me he would like to talk to me about the cleaning.
Because it was late in the day, I returned his call the next morning. He starting insulting the people that cleaned his house, saying he could have gotten high school students to do a better job than the girls I sent to his house, when I asked why he waited an entire week to call me, he said he didn't find things until the next week. I offered to come out and see what we could do, or I could send the girls back out to clean, he said he did not want them to come back that he had already cleaned up everything they did not do.
He told me if I wanted to send him a check back for half of the cleaning, he would go away and forget the whole thing, other wise he was going on social media and tell all of Morton what kind of cleaning my company did. I told him I will not be blackmailed into returning his money, he would not let me come see what he was talking about, and said he had already cleaned it all, he did send me 5 pictures of 3 outlets, the front of one toilet a blind and a thermastat. They still had finger prints on them, but there was no date on these pictures, not sure if the pictures were taken before we cleaned or after. I offered to send him a check for 3 hours of cleaning, he again said, he would settle for 1/4 this time not 1/2 of the cleaning bill. To me, this is like hiring a plumber to put in a new toilet, paying him and a week later telling him it didn't work, so just send me my money back, I fixed it myself. He and his wife were satisfied with the cleaning the day we finished it, they checked the whole house before the team left and said everything was satisfactory. I don't know what happened in that next week, but I am not responsible for the house a week later, after ripping up carpet, cabinets flooring, of course it will have to be cleaned again.
Mr [redacted] never said he was filing a complaint with the Revdex.com, like he told you he said to me, but this like a few other things he said to me was a lie. He had told me that my lead person had left the job to get supplies, and he felt he shouldn't have to pay for this, when in fact she never left the job. He also said that she had car trouble and was talking to her husband on the phone because the car would not start, and he said she wasted an hour doing that which he didn't think he should have to pay for, when in fact, when she found out her car would not start, it was when she was getting ready to leave, they had already done the walk through and he had already paid her.
I am very sorry that they are dissatisfied customers, but I feel they are probable dissatisfied customers with a lot of other small business in this town also. I tried very hard to make this right with them, but Mr [redacted]'s request for 1/2 or 1/4 of the money back was unreasonable. I have not stayed in business for 26 years because of dissatisfied customers, my record stands for itself. Sorry this is so lengthy, thank you for taking the time to read this. Sincerely, Terri [redacted]
As I said before, I am sorry Mr [redacted] is dissatisfied, he did not want me to come to the house, I offered to meet him, he did not want me in his house, I had no ideal he was dissatisfied with the cleaning until the next week. If he had called me the day of or the day after the cleaning, I would have come immediately to see and fix the problem. He was not dissatisfied on the day we cleaned the house, although, they did not live in the house, they were at the house the entire time we were cleaning, and were asked to walk through the house as the girls were loading up, they did walk through, and looked at all the rooms, they said everything was ok, even thanked the girls and paid them. If they were that unhappy, why did they pay the girls and thank them. Why did I not get a call for an entire week later?