The Cleaning Authority

These folks are great! They've done home warranty work on our manufactured home for years & we will let no one else touch our heatingThey came & checked out why we didn't have much heat, told us it is a gas valve problem and told us it could be handled under our home warranty & didn't even charge us for inspection AND told us honestly it could be handled under warranty instead of charging us a fortune or telling us to replace the heaterSuch honesty will be rewarded by our continued business & recommendations!

Mrs*** sent me a couple of e-mails that fully explain her position at the time three weeks after the occurrence. Since that time her position has changed a great deal. I will forward the original e-mail so that you can see her position shortly after the service was
provided. As regards the camera she said "I can see how this could easily happen while cleaning the blinds." She further says "even though I wasn't home, I knew exactly what happened since I no longer received motion updates". In this regard she has no first hand knowledge that we did the damage. She assumes we did. As regards the picture frame she said "Until I get the pictures more firmly hung, if possible, I don't want to risk any more pictures broken. " Here she all but admits that the pictures were not securely hung.Please note that even though the damage is supposed to have occurred May 9th she had us back May 23rd. She did not notify me until June 2nd that there was a problem with the May clean. By that time the issue was too stale to investigate. Further when I originally responded to her e-mail I said that the ladies cleaned her home May 9th were gone and that they did a poor job on other homes. I was mistaken. I was looking at the wrong team. The leader to the team reviewed all the work done before she left and she did not see a problem. She is still an employee in good standing

Complaint: ***
I am rejecting this response because: First of all, we do not have a sign warning about dogs on our front door so that is a complete falsificationSecond, the cleaners never came to the front door and never rang the door bellThird, my wife had our dogs in the backyard on a very cold day as she waited for over an hour for the cleaners to show upFourth, I never uttered any vulgarities to Ms***. Her statement is a complete fabrication because the first thing she told me when she identified herself as one of the owners of the company was that she had terminated our agreement right after her conversation with my wifeThat was a minimum of hour before I called herWhen I called her, I wanted to discuss the situation and I did not have any kind of attitude when I first calledIT was Ms*** that immediately told me that she had already terminated our agreement and she is the one that had attitude right from the startAt that point, I did call her company unprofessional after which I hung up the phoneI NEVER SAID ANY VULGARITIES, and I do not appreciate her insinuations.I do know that we had an EXCELLENT maid service prior to this company and we used them for five years without a complaintUnfortunately, the owners of that cleaning company decided to retire and we were forced to find a new cleaning serviceWe certainly choose the wrong cleaning service as a replacement.
Regards,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

My husband and I contracted with The Cleaning Authority to clean our home Their work was acceptable, although they were not extremely carefulA couple of items were broken and our walls were dinged in a few placesThere was a significant turnover in personnel throughout that timeWe tried to work with themWhen they called and said they needed to change our cleaning time to assist another customer, we agreedWe also gave the workers gifts at Christmas timeWhen my husband contacted them regarding the stoppage of cleaning early this summer, his calls were not returnedWhen he went to the business, the owner was very rude to him Recently, I called them and asked for our keys to be mailed to usWe did not receive them for well over a weekWhen I called to inquire, I left a message with the answering service and no one returned my callWhen I called again, after insisting to speak with someone in the local office, I was treated very rudely by the owner, Bryan B*** I was told our keys got stuck in the postal machine and that they were mailed out again todayNeedless to say, we will no longer use their services

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
Suzanne S***

Dear Revdex.com This notice is confusing as I understood that this matter is settled. After much effort and disappointment, the insurance company would not recognize and pay her claim of theft. We did not have an employee conviction, nor was the customer able to prove that the employee
stole anything from her. I recognize that providing that sort of proof is a very high bar. We try very hard to always do the right thing, which includes performing due diligence in understanding such significant claims. We could not get help from the insurance company, and Dr*** was not able to locate the jewelry in the last year. Therefore, without being able to prove or produce evidence that the person cleaning her home stole, but recognizing Dr *** insistence that this happened, she and I agreed to an amount and The Cleaning Authority issued a check to her with the understanding that the matter was settled. Dr *** remained a customer of ours for the period of time since the loss incident, but terminated services upon our agreement about settling this issue. I hope that my receiving this complaint and the incident having been settled are just sort of “crossing in the mail”, and that Dr *** is satisfied, or as satisfied as one can be after a bad experience
*** ***

Initial Business Response /* (1000, 5, 2015/08/01) */
In good faith we have credit Ms*** account for $and removed her home from our cleaning scheduleWe consider this matter closed
Initial Consumer Rebuttal /* (2000, 7, 2015/08/03) */
(The consumer indicated he/she ACCEPTED the
response from the business.)
After receiving a mediocre clean and an insulting email from management, this was the right thing to do and I appreciate their response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Attached is the *** Warranty page that CLEARLY STATES TO USE VINEGAR AND WATERNow, if The Cleaning Authority unilaterally decides to use something different, the consequences of such action is THEIR RESPONSIBILITYIn our original complaint to the Revdex.com we provided the contractNow, all of a sudden, ** *** refers to "...our standard process to have any customer who asks us to use a vinegar solution to sign a waiver..." in his response to youTHEY HAVE NEVER DISCUSSED AND/OR OFFERED SUCH A WAIVERAnd, as you can see from the string of emails I am also attaching, they have had ample time and many ways they could have provided such a form, if one even truly existsAs you can see from the emails, the DAMAGE TO THE VANITY CAME FIRSTI had been complaining about that prior to October 3rd, all verballyOnce my requests for someone within the company to respond to me failed, that's when I went to communicating by emails, for the paper trailIn the emails you will see a reference to a *** ***This is the "contractor" that The Cleaning Authority uses on a regular basis, according to *** ***The Cleaning Authority sent him to us for an estimate to fix/repair/replace the vanityHe came to look at our vanity and AGREED THAT A PRODUCT AND OR CLEANING TOWEL/SPONGE OR THE LIKE, CAUSED THE DAMAGE AND HE'S SEEN IT BEFOREAfter discussing with him the problems we are also having with The Cleaning Authority and the products they decided to use on our bamboo floors, WITHOUT OUR PERMISSION, *** went on to say that, "The Cleaning Authority cleans my home too and my floors also have a cloudy whiteness to them." So, for ** *** to say, "...We have never received a complaint similar to what this customer is claiming..." must be just a BOLD FACE LIEI do not need a Safety Data Sheet for any products that I DID NOT AUTHORIZE TO BE USED IN MY HOMEI DO NOT NEED TO CONTACT A COMPANY THAT PROVIDES THE CLEANING PRODUCTS TO THE CLEANING AUTHORITY, TO JUST RECEIVE A BIASED RESPONSE*** *** also said that he will give his estimate to The Cleaning Authority and that THEY WILL BE IN TOUCHSo, again, in ** ***'s response to you when he says, "...any communications between them and the customer do not involve us..." IS ANOTHER BOLD FACE LIE.THERE NEVER WAS A *** RECALL TO MY KNOWLEDGE, NOR DID I EVER SAY SUCH A THINGWhat was told to them was after talking with the *** Warranty company, *** informed us that *** must have changed their formula, because a lot of their customers were complaining of the residue that *** was leaving behindThey went on to CONFIRM that using the vinegar and water solution was the best answer for our floorsTHIS IS WHAT WAS TOLD TO THE CLEANING AUTHORITY. If ** *** would have bothered to come to our home and see and address the problems, it never would have came to thisThe fact that NONE of their employees speak English fluently, is also a clear reason for the mis-communications, I'm sureThey refused to respond to our endless calls, emails and complaintsThey have left us no choice but to ask for outside helpWhat they have done and are doing, is downright despicable! They owe us a vanity top and they owe us for hours of cleaning times people at the same rate they charge us for their so-called "cleaning!"
Regards,
*** *** *** ***

I have sadly made the mistake of putting up with this service far too longMy home is never clean, the dust is pushed around, and some places are missed altogetherThey "spray-and-wipe" the bathroom instead of cleaning itTheir "so called" rotation cleaning is a jokeThey supposedly perform special cleaning in a certain area and rotate the areas for each cleaning appointmentI always have to inspect and clean some areas immediately after each cleanI have called and I have responded to their surveys; however, IF they return your call, they only repeat to you the same concerns you have just madeThey offer a discount (that I do not want) to try to make your complaint go awayBut there's always more of the same and never any improvementsI have tried contacting the owner several timesShe never returns the calls, but hides behind her staff very unprofessional

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowMrL*** offer to look into their process for returning phone calls does not resolve my issue of his not taking action to resolve my concern or return my call. I have placed calls as far back as March, 2016. There have been multiple documented calls answered by the office (not their answering service). I have spoken to the office manager, Cathy, Doris, Sam (at the Corporate Office), among others asking for MrL*** to give me a call. The typical response is that he is out of town or has just left the office for the day. I have placed follcalls 7-days later when I do not receive a response from MrL***. Each time, the person will respond with "My Apologies" which is lovely, but does not result in his returning my call to resolve a complaint brought to the company's attention in March
Regards,
*** ***

March 19, 2015I do not know what not having hot water has to do with the floors being spotted The main water line was connected in the basement and I showed you employee’s where to get water You stated there was no water at the homes This is incorrect Did you see the pictures? Why were the cabinets not vacuumed and drywall dust still on the switch plates? Maybe they should have cleaned the water more frequently No one called and said it may take longer to clean the house then originally stated.*** ***

Initial Business Response /* (1000, 5, 2015/07/02) */
In good faith we have issued a check for $as requested in the complaintWe have removed Mrs*** from our active client list and consider this matter closed
See attachments
Initial Consumer Rebuttal /* (2000, 7, 2015/07/03)
*/
(The consumer indicated he/she ACCEPTED the response from the business.)
Once the check has been cashed I will be quite satisfied

Customer "*** *** " called to schedule a cleaning estimate on 7/2/2014, estimate was completed by owner on 7/7/and Customer "*** ***" was told at the time of the cleaning estimate that he needed to complete plumbing in new house, complete kitchen counters and have HOT running water in home
The customer then called on 7/9/2015 and said house would be ready for cleaning on 7/18/When cleaning team arrived on 7/18/there was no running water in home and the plumbing and kitchen counters were not completedThe cleaning team Spent hours in the home and did the best job they could without hot water, (Cold water was in a tank in the driveway) customer "*** ***" was only charged for what they were able to do given the circumstancesCustomer "*** ***" called in a complaint on 7/20/and was told by Owner that we would come out and fix any problems provided there was HOT water in the homeCustomer "*** *** " declined the offer of a redo and refused to pay for service $Customer was sent numerous invoices which he ignoredCustomer was sent a final invoice by registered mail advising we would be taking futher actionCustomer "*** ***" sent check and check was received on 3/12/Account of "*** ***" was closed and considered settled on 3/13/2015. Thank You, *** ***, OwnerThe Cleaning Authority

Initial Business Response /* (1000, 5, 2015/11/30) */
If a customer has received our service than they are agreeing to and acknowledging they are responsible for payment of serviceIt is our policy that payment is due at the time of serviceThe customer did not provide a form of payment at the
time of service, nor did they contact us to make other payment arrangements within a timely manner, therefore the credit card on file was the only form of payment provided to us for services rendered
We have performed over cleans for this customer since September 2013, and so they are very familiar with our policies and payment expectationsThey also know we do not have contracts and they are not obligated to continue service and can cancel whenever they wantInstead, they chose to receive our service and, as such, are responsible for payment
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not questioning that I owed them for the clean and I am not asking for reimbursement for the chargeI am objecting to them charging my credit card without my authorization or knowledgeI am not an AUTO PAY clientI never agreed to automatic withdrawals nor did I sign anything that said if I didn't pay in X number of days that they reserved the right to charge my credit cardThis is the first time in all the cleans that they charged my credit cardMy credit card number should NOT be accessible to themI wasn't able to pay the same day of the cleanThey charged my credit card and caused an overdraft in my accountI am asking to be reimbursed for the OVERDRAFT FEE of $They never informed me that they were going to charge my cardIn fact here is the late notice email I receivedDear ***,
Account # ***
Current Balance: $
Thank you for allowing The Cleaning Authority to clean your homeUpon completing your home this week, the team was unable to locate your paymentPlease forward your payment to our office to avoid the late feeFor your convenience, we also accept debit/credit cards at www.thecleaningauthority.com/minneapolis click on "Access MyTCA Account"
As a friendly reminder payment is due at time of each clean
If you have already mailed in your payment please disregard this correspondenceIf you have any other questions or concerns, please feel free to callAgain, thank you for your business and have a great day
Sincerely,
The Cleaning Authoirty - Minneapolis
This was cut and pasted from the email - yes with the misspelling of 'Authority'
I am disputing their right and authority to charge my card without my authorizationI am pretty sure that is against the law!!
Final Consumer Response /* (3000, 11, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If you credited my TCA account, it is of no use to meI want PAYMENT either refunded to my bank or a check sent in the mailPlease advise as to the way you will be repaying me for the charge
Clearly you violated the law by even HAVING my card to charge toIt should be encrypted and your system should not have allowed you to charge it at willIf you want to continue this dance, I am happy to call my attorney
Final Business Response /* (4000, 13, 2015/12/14) */
To clarify the bank account was credited the $

The Cleaning Authority's implication that I am extorting them is absurdWe paid for a cleaning service that was simply not doneIf a "professional" cleaning crew can't clean a sq ft apartment in two hours, then perhaps they should rethink their methodsI have attached a few of the pictures I have of the apartment taken immediately after the cleaning crew leftThe pictures show that nothing on our priority list was so much as touchedI refuse to accept this companies response and will take this matter as far as I have to in order to satisfy my complaintsI am not the type of person to complain about services to get "freebies"However, I also am not the type of person to let a business walk all over there customersWe paid for a service that was not done and I have numerous pictures and videos to compliment my complaintI also have records of the multiple times we tried to contact The Cleaning Authority management, and the unanswered messages that I was forced to leaveI would appreciate a reasonable solution to my grievances in the near future

We hired Merry Maids to clean our new house before we moved inThe house was already vacant and clean with the exception of very sticky pantry and shelves and dirty oven, there was also dusty window framesWe were charged and told that “every surface” would be touched and that their work was guaranteedOn the night we moved in we found that they had not bothered to clean any part of the pantry, we had to do it ourselves, We could not cook because they had sprayed oven cleaner in oven but didn’t bother cleaning itWindow frames weee not dusted I honestly think they only vacuumed I called several to try to resolve and was told each time that a supervisor would call me backIt is now August and they have not even bothered to call me backI have given up trying to resolve with them because nobody answers phone and when they do nobody will call me back as promisedThey have not honored their 100% satisfaction guaranteed that they advertise

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.

Tying have had the Cleaning Authority team come to clean my house every other week since AprilThe same team has come every timeThey have been punctual and done an excellent job each timeThey are such nice people and trust worthy as well, doing the same amazing job when I am not home as when I am homeThank you Brett and Lori and the cleaning Authority!

When this customer sought our services, they indicated they had been using *** to clean their hardwood floors and requested for us to do the samePer their request, we used *** on their hardwood floorsThis customer eventually asked the cleaners to use vinegar because they reported *** 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 *** 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 used It 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 *** 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,
** *** The Cleaning Authority***
***