The Cleaning Authority

Revdex.com spoke with MrL [redacted] from the business regarding this communication issueHe will be looking into the matter of unreturned calls to see if there is an issue with their intake systemHe let our office know that there is a phone service system that does allow for messages but will review and reach out to the customer directlyHe thanks the customers for bringing this matter to his attention

Neither my wife or I ever said specifically they never showed up We said no work was done and they must have had a blindfold on when Dave M [redacted] checked out the house afterward The Cleaning Authority is continually giving information Nothing was done so I was not willing to pay until the problem was corrected If they had cleaned the house I would have paid immediately and we would have kept them as a service I have since had to hire another company to do the cleaning The credit card they talk about that was declined is my credit card and I never gave them my credit card Why did they keep charging it? The opening sentence of your first Revdex.com complaint:“They did not show up to clean our house.”It is interesting to be accused of providing information when statements like this present themselves, but this is exactly why the process of arriving at a resolution here has been impossible The reality is that this client’s only goal was to receive services for free, and they’re willing to perpetually assert claims on review platforms to leverage such They’re just unable to keep the fairytale consistent – even only over a few days between Revdex.com reviews Another example is the accusation that someone at our office illegally obtained their credit card information The card was provided to our office back in November (11/11/2016), following weeks of our management team reaching out to receive payment for a cleaning that occurred on 10/26/(the credit card they had provided has also returned declined) Since then, the card has been processed for cleanings on: 10/26/2016, 11/09/2016, 11/23/2016, as well as the move in & move out cleans (only after being declined for “insufficient funds” until 12/15/2016) Again, another completely claim in this erroneous narrative In terms of resolving “issues” with the cleaning, here is an excerpt from the Feedback Survey [redacted] submitted through our website:“ THE WORST!!!!!!If someone does not clean my other house on Monday I will be looking for a new service and writing bad reviewsI am ANGRY now! Dave called me after days of me calling and mailingI finally threatened to go to another serviceHe said he wanted INSISTED it be that day and it was inconvenient for us to have to go over and leave the remote to the garage and leave it open againNot to mention the neighbors could break inhe insisted we let him in to see what was NOT cleanedI can see he did not believe meHe said he knew they went in and cleanedthen you need to show them what cleaning is because that was not clean NOT ONE THING WAS CLEAN!!!!!!!!!!!! NOT ONE!!!!!! THEY NEVER WENT IN!!!!!! PLUS THERE WAS NO PAPER SAYING THEY WERE THERE!!!!!!!!!!!!! SO, Dave saying that was lying to meMaybe he was lied to as well but then that made him a liar to me!...”The fact of the matter is that David reached out immediately once informed that there were issues with the services The narrative that our management team actively ignored this customer is completely fabricated We concede that it did take more “phone tag” than we would prefer to get [redacted] on the phone, but then David immediately offered to come over and assess the work; [redacted] substantiates this point in the above excerpt, albeit that didn’t work with their schedule David then worked with her to arrive at an amicable time to enter the home the following day After assessing the work, David brought the garage opener back to the office due to [redacted] above mentioned concerns over her neighbors breaking into the home Following the inspection, David attempted to go over his findings with [redacted] Apparently, [redacted] & [redacted] are not fans of being spoken to in a “very calm” or professional tone, because [redacted] hung up – only after he provided an irate outburst - before David could finish lending that he found everything was delivered in accordance to our agreed upon terms at the home

We have waived the fee and the clean was free Sincerely John A***

Extortion: the practice of obtaining something, especially money, through force or threatsThis matter is simple The agreed upon terms were labor hours of time dedicated to the client’s home; we dedicated labor hours (we did not charge them for the additional time) The job was booked “sight unseen,” with the client being unrealistic about what was needed to get the home caught up to their landlord’s standards We delivered our end of the agreement Now the client is using threats & online reviews to receive a refund for services already rendered, or to try and force us into cleaning their new residence In the 15+ years (and over 200,services) we have been serving Arizona families, this is one of the oddest Revdex.com complaints we have ever addressed A client claiming we do a terrible job, who then turns around and tries to strong arm us into continuing to service their new home; makes no sense at all We wish them the best of luck in finding another company as their house cleaning solution, but no further business will be rendered to them from our office, no refunds will be issued, and I hope other companies read these exchanges before dealing with this customer If there was a Revdex.com page for clients, they would receive an F

Neither my wife or I ever said specifically they never showed up? We said no work was done and they must have had a blindfold on when Dave M [redacted] checked out the house afterward? The Cleaning Authority is continually giving information? Nothing was done so I was not willing to pay until the problem was corrected? If they had cleaned the house I would have paid immediately and we would have kept them as a service? I have since had to hire another company to do the cleaning? The credit card they talk about that was declined is my credit card and I never gave them my credit card? ? Why did they keep charging it? ? ? The opening sentence of your first Revdex.com complaint:“They did not show up to clean our house.”It is interesting to be accused of providing information when statements like this present themselves, but this is exactly why the process of arriving at a resolution here has been impossible? The reality is that this client’s only goal was to receive services for free, and they’re willing to perpetually assert claims on review platforms to leverage such? They’re just unable to keep the fairytale consistent ?" even only over a few days between Revdex.com reviews? Another example is the accusation that someone at our office illegally obtained their credit card information? The card was provided to our office back in November (11/11/2016), following weeks of our management team reaching out to receive payment for a cleaning that occurred on 10/26/(the credit card they had provided has also returned declined)? Since then, the card has been processed for cleanings on: 10/26/2016, 11/09/2016, 11/23/2016, as well as the move in & move out cleans (only after being declined for “insufficient funds” until 12/15/2016)? Again, another completely claim in this erroneous narrative? In terms of resolving “issues” with the cleaning, here is an excerpt from the Feedback Survey [redacted] submitted through our website:“ THE WORST!!!!!!If someone does not clean my other house on Monday I will be looking for a new service and writing bad reviewsI am ANGRY now! Dave called me after days of me calling and mailingI finally threatened to go to another serviceHe said he wanted INSISTED it be that day and it was inconvenient for us to have to go over and leave the remote to the garage and leave it open againNot to mention the neighbors could break inhe insisted we let him in to see what was NOT cleanedI can see he did not believe meHe said he knew they went in and cleanedthen you need to show them what cleaning is because that was not clean NOT ONE THING WAS CLEAN!!!!!!!!!!!! NOT ONE!!!!!! THEY NEVER WENT IN!!!!!! PLUS THERE WAS NO PAPER SAYING THEY WERE THERE!!!!!!!!!!!!! SO, Dave saying that was lying to meMaybe he was lied to as well but then that made him a liar to me!...”The fact of the matter is that David reached out immediately once informed that there were issues with the services? The narrative that our management team actively ignored this customer is completely fabricated? We concede that it did take more “phone tag” than we would prefer to get [redacted] on the phone, but then David immediately offered to come over and assess the work; [redacted] substantiates this point in the above excerpt, albeit that didn’t work with their schedule? David then worked with her to arrive at an amicable time to enter the home the following day? After assessing the work, David brought the garage opener back to the office due to [redacted] above mentioned concerns over her neighbors breaking into the home? Following the inspection, David attempted to go over his findings with [redacted] ? Apparently, [redacted] & [redacted] are not fans of being spoken to in a “very calm” or professional tone, because [redacted] hung up ?" only after he provided an irate outburst - before David could finish lending that he found everything was delivered in accordance to our agreed upon terms at the home?

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ Contact Name and Title: [redacted] ,Pres Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com At The Cleaning Authority our mission is to be the BEST residential cleaning service in the areaWe understand there are many choices for housecleaning service and appreciate that you chose usOur goal is to provide a consistent cleaning service at a fair price, while being dependable and trusted by our customersWe strive to retain the best employees by providing a good working atmosphere, a consistent paycheck and other benefits including constructive feedback and trainingOur objective is never to make our customers feel uncomfortable, and we apologize that our relationship ended with you feeling that wayWe do hold our Professional Cleaners accountable for their work, we are all human and make mistakesIt is not often that we receive complaints, however, it happens from time to time, and we simply use the feedback to grow and become better cleaners as a unitWe sincerely apologize for not meeting your expectations with our recent cleaning of your homeAs you know we do offer a Satisfaction Guarantee, meaning if you are unsatisfied for any reason we will come back out and correct the issue(s) wihoursThis service was offered to you as stated in your agreementYour comments are invaluable, although we are disappointed that we were not given the chance to correct our errors, services were rendered and we fulfilled our obligations to you in accordance to the agreementYour feedback is greatly appreciated in assisting us to constantly improve our quality and employee trainingThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regarding your response "As you know we do offer a Satisfaction Guarantee, meaning if you are unsatisfied for any reason we will come back out and correct the issue(s) wihoursThis service was offered to you as stated in your agreement." First, you only cleaned half the items on the list provided that we agreed upon to be cleanedIt was not as if I was unsatisfied with a completed service, it was INCOMPLETEYou DID NOT provide the service we agreed uponYou DID offer to come back out and re-clean ONLY if the SAME staff, that I clearly stated to you (multiple times) I had issues and discomfort with, came back out to cleanNo customer who has any logical sense would agree to thatThat is not in the customer's best interestThe staff did a poor job, was unprofessional, and went through my personal itemsTherefore, I was left with an incomplete cleaning job and no realistic option to have the problem remediedYou DID NOT provide the service I paid for

When this customer sought our services, they indicated they had been using [redacted] to clean their hardwood floors and requested for us to do the samePer their request, we used [redacted] on their hardwood floorsThis customer eventually asked the cleaners to use vinegar because they reported [redacted] had a recall which had caused a white, cloudy residue on their floorsThey stated they had to do an intense re-clean on their floors with vinegar solution because of the cloudy residue that was caused by the [redacted] cleanerIn our experience, we have found cleaning with vinegar solution to be damaging to the floor, as it can break down the finish on the floor and will eventually reduce the shine, leaving a dull appearanceThis is why most manufacturers will void the warranty if vinegar is usedIt is our standard process to have any customer who asks us to use a vinegar solution to sign a waiver stating that The Cleaning Authority is not responsible for any damages that may occur as a result of cleaning an area with vinegarBecause this customer never signed the waiver, and to avoid incurring potential damage to her floors, we used our neutral floor cleanerOur floor cleaner is an environmentally responsible, green cleaner that is safe to be used on any floor surface, including hardwood floorsWe have never received a complaint similar to what this customer is claiming in our nine years in business until nowWe have provided this customer the Safety Data Sheet of our floor cleaner, including the contact information of the manufacturer so that she may verify that it is safe to use on any floor surface, including wood floorsShe refused to do thisNow, she complained that we also damaged her bathroom vanityAfter talking to the cleaners who serviced their home, the streaky finish was already an existing issue that the customer had asked them to clean offUnfortunately, our product was not able to remove the streaky finishWhile we do not feel as though we were at fault for the vanity, we did recommend someone to check the problem that this customer is claimingThis person is not an employee of The Cleaning Authority and any communications between them and the customer do not involve us.At this time, we feel we cannot take the blame on either the hardwood floor or the vanityIf we are given the proper documentation on the [redacted] recall, including a copy of their manufacturer warranty indicating that vinegar is an approved cleaning solution for their floors, we would be willing to work with the customer to further investigate the cause of the problems with the floor.Sincerely, [redacted] The Cleaning Authority [redacted]

Feb19, [redacted] was scheduled for her 2nd clean on Feb.19, She called the office around 10:am and confirmed her job ticket asked the team to call her when they were on their way so she could put her dogs awayI confirmed it was on the job ticket and I also confirmed the phone number she wanted us to contact her atI confirmed that the team would be there around 11am I then contacted [redacted] the team leader and asked her to call her next customer when they were on the way [redacted] called the customer when she was leaving first home on the way to the [redacted] ’s, then notified me that no one answered I then called and left [redacted] a massage that the team was on the way (customers answering machine states their names) The team arrived and rang the doorbellDogs were barking on the inside and there was beware of dog sign on the door The team called the customer again and then called me to report they were unable to get inI told the team to sit tight for 20-minutes that the customer may have gone to lunch and would return shortlyI then called the phone number and left a message the team was there and unable to get in to please call and that I would have them wait 20-minutes to see if they would return [redacted] called after the 20-minutes and asked what they should do as they still were unable to get into the home I asked them to go to their next house and then call the [redacted] again when they finished there so they could go back I also called and left [redacted] another message explaining I had sent the team on and to please call and discuss getting into the home and that I could have the team return to clean her home around 2pm I called [redacted] again an hour later and again received no responseI double checked the phone number on the contract and the number I had written down earlier when I confirmed with herI then called [redacted] and went over the directions street by street to see if they had been at the wrong house she was confident they were not We also discussed the fact that the customer had wanted to put the dogs away before they got there, but when we arrived they were inside and the there was a warning sign on the outside of the doorBy this time we had called the phone number given to us times I had told her the arrival would be around 11am and it was now 12:30pm you would think they would have called confirming our messages or where the team was I then received a vulgar phone call from [redacted] reprimanding me because the team had never shown up I tried to explain to her that we had called several times and left messages for her to call usShe inquired why and I told her that they were unable to get in She yelled something and then said she had been in her living room the entire time I asked her if the dogs were inside and she said yes why?? I asked her “didn’t you want us to call you when we were on the way so you could put the dogs away?” She said “yes” and I tried to explain that when the team arrived the dogs were barking and inside the house She mumbled something about us being unreliable as I was trying to confirm the address and tell her we could come back later and she hung up on me I was trying to confirm that the team had arrived at the correct home and never got the opportunity to do that nor did I get a chance to confirm if she wanted us to go back to her home around 2pmI then gave her around 5-minutes to settle down and called her back at the same number she had called from twice and that we had called times and left another message asking her to please call back that I could have the team return the home around 2pm but that if I did not hear from her within 10-20mins I would understand that she did not want us to returnI then called [redacted] minutes later to tell her not to go back to [redacted] s residence and we gave them another residence to go to instead I then received a call from [redacted] wanting to know if I was the Owner/ manager who had spoken to his wife His tone was hostile I confirmed that I indeed was the one He went on to tell me how unreliable of a company I had and had never before dealt with someone like me I then spoke up and tried to explain that we had tried several times to call [redacted] and no one answered nor did they return our phone calls or messages, and that the team had not been able to enter the home He laughed at me and told me that I was ridiculous among other things and that they had been in their living room the entire timeAt this point he was hostile and ignorant to meHe then replied that they were quitting the service I then told him that I had already terminated their service with us, that sometimes business relationships just don’t work out and that it sounded like we were both in agreement our relationship was not going to workHe was stunned and yelled “WHATEVER,” paused and then stated something vulgar about the TCA again and hung up We called several times to communicate with the customerHad they answered, returned our calls or given us another contact number, I am confident none of this would have happenedI am also confident that I remained professional through all three of my interactions with the [redacted] ’sI believe Dr [redacted] is only upset that I had already terminated them before he got the chance to and I simply upset his ego I know what the individual communication was between the [redacted] ’s and myself, however, I do not know what the conversation was between each of themI have requested a call log from my phone company to confirm the incoming and outgoing phone calls from the contact number given to us twice by the [redacted] sThe threats and indignation of Mr [redacted] is a safety concern and we choose to avoid further contact [redacted] Owner/manager

Hi, my name is Zach and I hear youI’m tracking down Doug and looking into this immediately, and I’ll get back to you as soon as possibleIf you have any questions, contact me directly at [redacted] rest assured to ease any burdens I placed the $back into your account before starting our review because honestly I really do not want any customer to feel that way about us

[redacted] On the rare occasions we find ourselves in a situation such as ours, your and mine; I recall once read words: "Relationships are like bank accountsIt takes time to build themIf either parties actions cause a large withdrawl, what took so long to build can be so damaged it can take even longer to rebuild." In our interaction with you we present the following facts*We entered our relationship with good faith and high expectations.We completed the first clean and did a good job.We were scheduled to complete the next scheduled clean.We were called the morning of the clean requesting 1/notice of arrival.We make the call requested as requestedThere was no answer.The team arrived, carried equipment to the doorstep and inquired with a door bell/knockNo one greeted us.The team returned to their car and called the office and were instructed to wait there for a call back from the office.The office called the number on file and there was no response and left a message.The office instructed the team to try the door again and if no response they were to advance to their next scheduled home and call office when finished.With option of returning to your home for the 3rd clean of the day; the office dialed the number on file more times to offer a return visitNo response.We made several attempts to contact you and left several messages.The team called after completing their 2nd clean and were instructed to return to the officeThey preferred to get more hours on their work day as did the office.No problem for you, we charge lockout fees only if they become repetitious.A minor inconvenience to us, but systems are automated to reschedule a timeThe first call returned was too late in the afternoon, the available associates had been sent home early.Our option was to reschedule your clean Whatever was said during your call was unacceptable to the office associates Whether expressed in word or taken as aggressive by either party is where the with drawl occurred So here we both are with a broken relationship and debating for victory Either we start rebuilding or we move on without malice The entire incident is a speck of sand to you or us We sustained vandalism of windows in a Company car last Sunday eveningAgain, a speck of sand They were replaced the next day, they don't leak, and we move on We regret loosing the opportunity to serve you and take your payment We are not perfect, we loose of customers every year, have endured not only the economic downturn, a tornado demolishing our previous office, collisions with wheel tractor trailers, dog bites, broke down cars and all else you might have experienced in your life We ought to be able to return to what's important We're listening, and we are doing our daily routine with or without whatever outcome you choose There is possibility our team went to the wrong houseWe are willing to find if that is so, as soon as we find time in our high volume seasonSpring Cleaning We have attached the most recent [redacted] reviews for ourselves and your service businessInteresting looking at [redacted] kind request after having experienced the ***ers regarding your service business Not exactly stellarWisps may be small and unfounded As business persons you will never see a negative [redacted] from us or towards any other business or individualIt is a matter of professionalism [redacted] Owner/ManagerThe Cleaning Authority

Susan S [redacted] purchased a new *** [redacted] from our dealership in March We have made many attempts to address her concerns and make warranty repairs on her car .We are unable to satisfy MsS [redacted] and have made the decision to decline any more repair work on her car

It is unfortunate discussing this matter publicly, as we strive to find reasonable and acceptable solutions with our customers when damage and/or breakage occur at their home.? Fortunately, damage and/or breakage are rare.? But, when it does happen we work quickly to better understand the scope of the situation and determine sensible and reasonable resolutions, often more than fair from the perspective of our customers.? ? At The Cleaning Authority, it is our policy that cleaners do not get in trouble should an accident occur at a customer’s home, no matter how big or small the incident.? Unfortunately, accidents can happen from time to time when touching, moving and cleaning a homeowner’s belongings.? But, our cleaners understand and appreciate our breakage policy and report damage and/or breakage to us immediately and without hesitation.? It is very rare for a customer to inform us of breakage and/or damage before we have been made aware of it ourselves by our crews.? However, even with our policy and assurances that our crews report all issues to us, there is a chance that a crew isn’t aware of any damage and/or breakage that they cause.? Thus, in these situations, although gray, as it’s impossible to know for sure what happened, we work toward finding an acceptable solution for our customers.? ? In this case, the home owner contacted us two weeks after our cleaning crew was in their home regarding the damage to their cooktop.? A lot can happen at a customer’s home in two weeks, and it’s reasonable to consider other offenders, such as children, visitors of the home owner, the home owners themselves, other service people and even pets.? We once had a customer first assume our cleaners were at fault for damage to the stainless steel on their range, only to discover later that their dog was jumping up onto their range with its front paws sniffing out yummy morsels causing scratches on the stainless.? In addition to not hearing from the customer for two weeks after we were last in their home, our cleaning crew never reported anything to management because they were not aware of any damage.? This particular crew is a seasoned crew and has a history of reporting damage and/or breakage when it arises, thus establishing their trustworthiness and accountability.? However, we recognize and understand that there is still a chance that the crew made the damage without their awareness.? ? Thus, we sent our manager to the customer’s home to further investigate.? The home owners were adamant that the scratches came from our cleaning crew and were not willing to consider any other options.? They were very unamicable and focused only on what restitution they would receive from us.? They would not consider any repairs, and demanded an entire new cooktop.? ? Regardless of their discourteous nature, our manager remained professional and polite and attempted to explain that while she recognizes the homeowners feel we are at fault, given the circumstances it’s reasonable to consider that we may not be the ones to blame.? Regardless, we would like to make right by them in some manner.? However, it is not realistic to replace a perfectly well performing cooktop due to aesthetic scratches alone.? If one had a small scratch on their car, the insurance company wouldn’t replace the entire car, but instead repair the aesthetic damages.? Thus, our manager informed the home owners that although we can’t determine who is at fault, as a gesture of good faith we could look into hiring a professional to make the cosmetic repairs to their cooktop, or issue a credit in the amount of one clean toward their account so that they could handle the aesthetic repairs themselves.? At which point the home owners became irate, steamrolled our manager verbally, threated that lawyers would be in touch, that we were fired and that she should “get out of their [redacted] house”.? ? Obviously, such behavior makes finding resolution difficult.? Yet, after the unfortunate interchange, the manager called the home owners the next business day and left a message requesting further discussion to resolve the situation, and that our gesture of good faith to offer a credit equal to the price of one clean still stands.? After a few days with no response from the home owners we went ahead and applied the credit to their account and closed their account.? A few weeks later we received a letter from the Revdex.com notifying us of this complaint.? While we no longer service this customer and find the situation sad and frustrating, we do consider the matter closed

It is unfortunate discussing this matter publicly, as we strive to find reasonable and acceptable solutions with our customers when damage and/or breakage occur at their home Fortunately, damage and/or breakage are rare But, when it does happen we work quickly to better understand the scope of the situation and determine sensible and reasonable resolutions, often more than fair from the perspective of our customers At The Cleaning Authority, it is our policy that cleaners do not get in trouble should an accident occur at a customer’s home, no matter how big or small the incident Unfortunately, accidents can happen from time to time when touching, moving and cleaning a homeowner’s belongings But, our cleaners understand and appreciate our breakage policy and report damage and/or breakage to us immediately and without hesitation It is very rare for a customer to inform us of breakage and/or damage before we have been made aware of it ourselves by our crews However, even with our policy and assurances that our crews report all issues to us, there is a chance that a crew isn’t aware of any damage and/or breakage that they cause Thus, in these situations, although gray, as it’s impossible to know for sure what happened, we work toward finding an acceptable solution for our customers In this case, the home owner contacted us two weeks after our cleaning crew was in their home regarding the damage to their cooktop A lot can happen at a customer’s home in two weeks, and it’s reasonable to consider other offenders, such as children, visitors of the home owner, the home owners themselves, other service people and even pets We once had a customer first assume our cleaners were at fault for damage to the stainless steel on their range, only to discover later that their dog was jumping up onto their range with its front paws sniffing out yummy morsels causing scratches on the stainless In addition to not hearing from the customer for two weeks after we were last in their home, our cleaning crew never reported anything to management because they were not aware of any damage This particular crew is a seasoned crew and has a history of reporting damage and/or breakage when it arises, thus establishing their trustworthiness and accountability However, we recognize and understand that there is still a chance that the crew made the damage without their awareness Thus, we sent our manager to the customer’s home to further investigate The home owners were adamant that the scratches came from our cleaning crew and were not willing to consider any other options They were very unamicable and focused only on what restitution they would receive from us They would not consider any repairs, and demanded an entire new cooktop Regardless of their discourteous nature, our manager remained professional and polite and attempted to explain that while she recognizes the homeowners feel we are at fault, given the circumstances it’s reasonable to consider that we may not be the ones to blame Regardless, we would like to make right by them in some manner However, it is not realistic to replace a perfectly well performing cooktop due to aesthetic scratches alone If one had a small scratch on their car, the insurance company wouldn’t replace the entire car, but instead repair the aesthetic damages Thus, our manager informed the home owners that although we can’t determine who is at fault, as a gesture of good faith we could look into hiring a professional to make the cosmetic repairs to their cooktop, or issue a credit in the amount of one clean toward their account so that they could handle the aesthetic repairs themselves At which point the home owners became irate, steamrolled our manager verbally, threated that lawyers would be in touch, that we were fired and that she should “get out of their [redacted] house” Obviously, such behavior makes finding resolution difficult Yet, after the unfortunate interchange, the manager called the home owners the next business day and left a message requesting further discussion to resolve the situation, and that our gesture of good faith to offer a credit equal to the price of one clean still stands After a few days with no response from the home owners we went ahead and applied the credit to their account and closed their account A few weeks later we received a letter from the Revdex.com notifying us of this complaint While we no longer service this customer and find the situation sad and frustrating, we do consider the matter closed

We met with Mrs*** on Thursday, July to discuss a moclean at a home she had recently purchased Mrs [redacted] indicated that she didn't know exactly when she would need the clean performed as she needed to have additional work done on the home before they physically moved in We were able to provide the necessary flexibility of setting the clean date later Mrs [redacted] assured us that the home would be clear of any workers and items/furniture This is important as having clear access to the surfaces allows us a better opportunity to perform the work to everyone's satisfaction.At the end of July, Mrs [redacted] called to schedule the clean for Monday, August After performing the clean, Mrs [redacted] called to express her dissatisfaction with the work done We sent a Manager out to meet with Mrs [redacted] that same afternoon to review the work The Manager brought supplies and equipment to the home and offered to make corrections that same afternoon Mrs [redacted] refused this offer During subsequent phone conversations that same afternoon (Aug 3) we offered to have a team return the very next morning, Tuesday, August 4, and make any and all corrections Mrs [redacted] again declined our offer.All of our work carries with it a SATISFACTION GUARANTEE It's in writing on the back of our cleaning agreements We make a note of pointing this out whenever we meet with a prospective client before they hire us to perform our services We even physically draw an arrow on the client's copy of the cleaning agreement Our satisfaction guarantee reads as follows:The Cleaning Authority guarantees all cleans We are human and we do make mistakes, so please call us within hours of your clean if you are unhappy If necessary, we will return the next business day to correct the clean.The clean on August was not our first interaction with Mrs*** We have performed over a dozen cleans on her prior residence over the past several years Mrs [redacted] took full advantage of our satisfaction guarantee over that period of time and had us come back to touch things up when things did not meet her expectations.Bottom line: Mrs [redacted] did not abide by the simple conditions of the satisfaction guarantee Although she contacted us within hours with her concerns, she refused to allow us to come back and make the corrections She refused our offer to make these corrections not once, but twice In a further effort to resolve the situation in an amicable manner, we reduced her price by a full $from $down to $ Mrs [redacted] was made fully aware that we were charging her credit card $for the services provided We made her aware of this when we informed her about the price reduction from $to $400.With regard to the quality of the clean itself, we strongly feel our ability to perform the clean to Mrs***'s immediate satisfaction was limited by the condition of the home Although Mrs [redacted] had assured us that the home would be free from workers and/or items/furniture, this was simply not the case Tile work was being performed in at least one room and boxes were covering surfaces in a number of rooms One of Mrs***'s primary complaints was that the boxes were not moved and the surfaces beneath the boxes cleaned The simple explanation is: we don't move boxes It's an insurance issue Again, this is covered on the back of our cleaning agreements under item - Safety Mrs [redacted] claims she asked the cleaners to let her know when they needed the boxes moved but they claim they were never given such instructions Certainly no instructions of this nature were communicated to our office We were under the distinct impression that the surfaces would be free from such objects It might have very well been a simple miscommunication Regardless, we would have been happy to come back to the home and clean those surfaces had Mrs [redacted] only allowed us the opportunity.At the end of the day, disputes of this nature are governed by reasonableness We did our best to perform this clean in less than ideal conditions We offered to come back (TWICE) to make any and all corrections Despite abiding by all the conditions of our cleaning agreement we still reduced our price by 24% in an effort to resolve the issue in an amicable manner We feel this is a wholly reasonable response to the situation.The Cleaning Authority is the largest residential cleaning service in the State of Wisconsin We have over employees and close to 1,customers We perform over 20,cleans each year We are not perfect but we're proud of the overall level of service we deliver each and every day Our organization and infrastructure is designed to handle any number of customer issues It doesn't matter if you speak to an Owner or Manager, the goal is to deal with issues both consistently and reasonably

Initial Business Response /* (1000, 7, 2015/06/24) */
We have stopped trying to pursue monies owed to usWe just wrote it off

Our service manager , *** *** contacted Mr *** and apologized for the miscommunications involving his service visits We are continuing to improve the work flow thru the shop , and communicate better with our selves and our cus***ers.*** thanked Mr*** for his comments and he was
happy with that. *** *** GM

Sent: Tuesday, December 30, 12:PMTo: drteamSubject: Business Response to Complaint ID ***
class=""> Dear Dispute Resolution Team, Please acknowledge receipt of response to subject complaint and advise of any further action required. ------------ Our last date of service to this customer was on 9/ On both 9/and 9/I left messages for her regarding the vase. On 9/I took her return call where she requested $for the vase. In turn, I asked for a receipt, location of purchase or comparable item at any store. She was not happy with her options for compensation, so she initiated a new complaint regarding her kitchen floors, requesting another discount of $30. Reverting to her options for reimbursement for the vase, she demanded to speak to a supervisor, at which point I explained she was speaking to owner and that I was willing to work with her She ended the call promptly, so I followed up immediately with an email requesting more information on the vase. In the interim, I visited, Kroger, Walmart, Target, Hobby Lobby, and At Home, finding no comparable item over $The next week, I later discovered she had filed this complaint on 9/ In closing, this customer agreed to and signed a Service Agreement for Quarter Weekly Cleaning. Terms include; Payment on the day of cleaning, Cancellation Fee of $and Lockout Fee of $65, half the cost of her regular clean price. Over the month period she was a customer, we were only permitted to clean times She abused our schedule with Lockouts and Cancellations, most of which were last minute reschedules she requested. By presenting her card as payment for service, she authorized payment. Had we held her to the Terms of our Agreement, her fees would have exceeded $230, which were never chargedRegards, Kirk P*** Owner The Cleaning Authority *** *** ** * *** * *** ** *** Phone *** *** *** ***

I hired a deep cleaning and they charged me the day before they were to cleanThere were problems right from the beginning of when they got there and had me down for master bedrooms to be cleaned, which I did not haveThe cleaners told me there must be something wrong because this was overpriced, it would only take about hours and to call the managerWhen I did he was awful, even hung up on meSaid I signed the contract and no matter how long it would take that was what I agreed toWhen I got home my front and back door were unlockedThere was no reason why they should have even used the back doors and we had talked about making sure front door was locked even before I I leftThere were Windows and shades open and all the lights onThey didn't clean my sink, didn't wash walls or baseboard, didn't clean my stove top surface, dust, or even sweepI have pictures to prove itThey are not answering any of my callsThey did not do the service they had contracted to do

Do NOT hire these people! I hired them to do a one time fine cleaning of a house I was listing for saleThey showed up late and did a poor job of cleaning, charged me for hours, but only did hours of work, and left some things untouched - like the kitchen light fixture, front door, shower doors, fireplace screen, and baseboards!
They vacuumed the carpets even though I told them the carpet cleaners had just left, and the carpets were still wet - time they could have used to clean what needed to be cleaned
Over the next three days I called several times and requested they finish the jobThe "supervisor" refused to honor their "guarantee"She argued with me and refused to come back Patti, the office manager, blamed me for not paying more ($should be plenty to fine clean an already pretty clean house), harassed me about the job, called me a liar, argued endlessly about the start time, and never offered a solution to fix the problem
All they had to do was come back and finish the minutes they shorted me - but, I ended up doing it myself so I could list the house
When you have to clean after the cleaners - that's a company to avoidNever again!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below.All pictures that hang on walls in my house are securely hung. I've never had a picture fall from the wall. Like almost all pictures that are appropriately hung, they can be made to hang crooked. One of the complaints I had with the ladies from The Cleaning Authority is that they were so rough in dusting that they made them crooked and it took too much time for me to have to go through the house straightening pictures after their cleaning visits. What I meant when I stated in my previous email to Mr*** as that I was trying to figure out how to make it so that the pictures couldn’t be made crooked. And I did come up with an idea to use Velcro tape on the wall and picture on each corner. That said, the picture that was damaged was not hung directly on a wall. It was on a picture shelf that was and still is securely attached to the wall. It could have been easily dusted from the shelf but for some reason the cleaning lady removed it from the shelf and then dropped it and broke it. This was my first experience having my home professionally cleaned and I was very happy about it and that’s why I tried to look past the issues of roughness and damage but after more thought, it was not an acceptable risk to have my property damaged just to have it cleaned. The security camera was securely attached on the inside wall in the window. It could not have fallen out of the window. The careless cleaning lady easily knocked it out of the window. And from the damage it appears she may have stepped on it as well All the china in my house can be easily broken as well but that doesn’t mean that it’s acceptable to break the china or that anyone that does break it shouldn’t be responsible for the damageMr*** called me regarding the damages on 06/17/and asked me to e-mail him details of the items (where/when purchased, cost). I email him the information he requested hours later. He then sent an email stating that he reread my emails and made it clear that he refused to pay for the damage and was comfortable letting a judge settle the matter As I told him, I intend to file claim in small claims court since he refuses to pay directly. As a result, he will unfortunately incur double the expense, as he will also be responsible for court costs and my missed work for having to attend court.
Regards,
*** ***