The Cleaning Authority - Denver South

The customer starts by saying that we sent out a big crew at first We did not send a big crew, but just a team of as usual They did spend hours in the house catching the house up to a standard that we could maintain We normally perform initial cleans the first focuses on the Baths and Kitchen and takes longer The second focuses on the Sleeping and Living areas The second clean had people One of those was newer to our company at the time and so she would have been in training The team that did the first clean did some of the work that would normally be done on the second clean and so the time in the house was shorter We never sent out one lady for one hour as the customer says in his email On the 4th clean, the team of seemed to have some problems, and also broke a ***tmas ornament This is the clean that the customer complained about We normally respond with either a redo (for free) or a discount off of the next clean Since we responded with a redo, I doubt that we offered a free clean We might have offered a redo and $20, or even a little more, but my customer service rep was not authorized to give a free clean without talking to me We would always rather redo a clean The team that was sent out to perform the redo is one of our best One of them won an National Employee of the year award in for our franchise system In 2016, she and her partner have missed days of work between the of them and have complaints They are as close to perfect as a team can get We did not receive a call from the customer telling us that the redo was not good We do NOT clean with "dirty rags, dirty water..." And the customer also is now saying "...the floors were left streaked, as were all glass and mirrors." This wasn't part of their initial complaint In addition, they are now saying that we "...And the cleaners went into the pantry and ate our snacks! And they left rags and garbage in the house." Their complaint states that we left a glove behindnow it is dirty rags and trash We then cleaned again on 12/18, leaving a paper showing that after this clean there would be a balance, and that we hadn't given them a free clean, but a free redo Than on 1/1, the customer responded to an email that we sent asking about us being closed for the holiday The customer responded with "see you on the following Friday" They still hadn't terminated their service And yet in their complaint, the customer says "Well that was bad too, so we cancelled their services" They then canceled cleans, and yet had us clean again on 2/19/with no complaint They would have received a paper on that clean that showed that they had a balance If they didn't want us to clean, they should have called after that clean to tell us to stop coming, but they didn't or we would have taken them off the schedule We then show cancellations, and then a lockout A lockout is when we go to the house, and we cannot get in This customers mode of entry was a key in the milk box, so either the key wasn't there, or the customer was home and told us to not clean Still, no call or email from the customer telling us to terminate their service On 4/15/My customer service rep terminated their service with the message of "Balance too high haven't paid or called back ***" She had tried to contact them since they had a balance and they hadn't responded We sent them to collections on 8/ It usually takes about weeks from the time we submit the customer to collections and the customer receives their first contact I don't understand why we are just having this issue now In their complaint they state, "I see from other complaints on line they do this often" I am aware of one other complaint like this And I hope that it is clear by my timely response to this complaint that we take all complaints very seriously We sent a customer to collections that did complain on [redacted] about us That is the only other complaint that I am aware of It seems to me that this is a customer that just doesn't want to pay for the service that they received They obviously like to play loose with the facts and/or exaggerate in order to sway the Revdex.com's response In looking at what was done, how we responded, etc It looks like we performed well after making a mistake on a clean to take care of the customer Then the customer stopped communicating I have attached the appropriate documents to back up the that that I have presented above One of the reports unfortunately doesn't have the "time in the house" numbers on it, so I added that in by hand and then scanned the report Let me know if you need any additional information

I am sure that there was a key availableWe used codes about keys like, KUM (Key Under Mat) KIM (Key In Milkbox) . On your job ticket, it says KIM and then in the description, it says, "*** ** *** *** ***- Drive is heatedPark in driveway" The customer didn't call to terminate service after the initial complaint and redo. There is a good chance that on that final lockout the customer did tell the team that they didn't want us to come back. However, The customer didn't call us to tell us that the re-clean wasn't good. We cleaned after the reclean and all seemed good. Then we canceled the clean for new years and the customer acknowledged that we would be out in weeks. Then, the customer let us clean again. We eventually realized that the customer wasn't returning calls, hadn't paid us, and we had a lockout. It is possible that at that final lockout, the customer told the team that they didn't want us to come any more. At that point, we terminated their service. We cleaned the customers house, received a complaint, and responded just the way we say we will. Then we cleaned the customers house on occasions where there were no complaints about the quality of the clean. I don't understand why the customer expects to have their house cleaned without paying for the service.We are willing to entertain a compromisebut just cleaning for free doesn't sound fare to us

Complaint: ***
I am rejecting this response because: Good God, I'm not going to go back and forth with these peopleThis should show what they're all aboutWe asked that they stop coming, even had to make sure they had no way to enter the houseAny so called clean and the so called redo was awfulDo you need money this bad? Let this be a warning for future potential customersI've stated the resolution I want
Sincerely,
*** ***

The customer starts by saying that we sent out a big crew at first.  We did not send a big crew, but just a team of 2 as usual.  They did spend 5 hours in the house catching the house up to a standard that we could maintain.  We normally perform 2 initial cleans the first focuses on...

the Baths and Kitchen and takes longer.  The second focuses on the Sleeping and Living areas.  The second clean had 3 people.  One of those was newer to our company at the time and so she would have been in training.  The team that did the first clean did some of the work that would normally be done on the second clean and so the time in the house was shorter.  We never sent out one lady for one hour as the customer says in his email.  On the 4th clean, the team of 2 seemed to have some problems, and also broke a [redacted]tmas ornament.  This is the clean that the customer complained about.  We normally respond with either a redo (for free) or a discount off of the next clean.  Since we responded with a redo, I doubt that we offered a free clean.  We might have offered a redo and $20, or even a little more, but my customer service rep was not authorized to give a free clean without talking to me.  We would always rather redo a clean.  The team that was sent out to perform the redo is one of our best.  One of them won an National Employee of the year award in 2011 for our franchise system.  In 2016, she and her partner have missed 3 days of work between the 2 of them and have 0 complaints.  They are as close to perfect as a team can get.  We did not receive a call from the customer telling us that the redo was not good.  We do NOT clean with "... dirty rags, dirty water..."  And the customer also is now saying "...the floors were left streaked, as were all glass and mirrors.".  This wasn't part of their initial complaint.  In addition, they are now saying that we "...And the cleaners went into the pantry and ate our snacks! And they left rags and garbage in the house.".  Their complaint states that we left a glove behind... now it is dirty rags and trash.  We then cleaned again on 12/18, leaving a paper showing that after this clean there would be a balance, and that we hadn't given them a free clean, but a free redo.  Than on 1/1, the customer responded to an email that we sent asking about us being closed for the holiday.  The customer responded with "see you on the following Friday".  They still hadn't terminated their service.  And yet in their complaint, the customer says "Well that was bad too, so we cancelled their services".  They then canceled 2 cleans, and yet had us clean again on 2/19/16 with no complaint.  They would have received a paper on that clean that showed that they had a balance.  If they didn't want us to clean, they should have called after that clean to tell us to stop coming, but they didn't or we would have taken them off the schedule.  We then show 2 cancellations, and then a lockout.  A lockout is when we go to the house, and we cannot get in.  This customers mode of entry was a key in the milk box, so either the key wasn't there, or the customer was home and told us to not clean.  Still, no call or email from the customer telling us to terminate their service.  On 4/15/16 My customer service rep terminated their service with the message of "Balance too high haven't paid or called back [redacted]"  She had tried to contact them since they had a balance and they hadn't responded.  We sent them to collections on 8/24.  It usually takes about 2 weeks from the time we submit the customer to collections and the customer receives their first contact.  I don't understand why we are just having this issue now.  In their complaint they state, "I see from other complaints on line they do this often".  I am aware of  one other complaint like this.  And I hope that it is clear by my timely response to this complaint that we take all complaints very seriously.   We sent a customer to collections that did complain on [redacted] about us.  That is the only other complaint that I am aware of.  It seems to me that this is a customer that just doesn't want to pay for the service that they received.  They obviously like to play loose with the facts and/or exaggerate  in order to sway the Revdex.com's response.  In looking at what was done, how we responded, etc.  It looks like we performed well after making a mistake on a clean to take care of the customer.  Then the customer stopped communicating.  I have attached the appropriate documents to back up the that that I have presented above.  One of the reports unfortunately  doesn't have the "time in the house" numbers on it, so I added that in by hand and then scanned the report.  .  Let me know if you need any additional information.