The Cleaning Authority

Hired this company to do a one time cleaningA team came to the house I left The team was gone when I returnedAs the day went on I noticed that the top of a high boy in our bedroom had not been dustedOk So they missed one thing It can happen So I dusted it and went about my dayWhen my husband came home, he asked me if the floor was washed It was not As we Tom a closer look , more than a little was untouched I called to complain and was told there was a GPS on the car and they were there as he would expect Well, being there and doing your job are completely different thingsPhil agreed to send a team again and give me an hour free We set upA date I arranged to be home this timeI waited, and waitedAfter an hour, I called the compan and was told was not on the schedule I went to my e-mail from PhilI had the correct time and dayNeedless to say, I would advise everyone NOT to use The Cleaning Authority forANY purpose

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,
*** *** *** ***

Hired Merry Maids for bi-weekly cleaning back around the Month of JulyUpon the initial clean my stainless steel range was covered in scratches both the doors as well as the front faceAfter contacting Brett he came out to as the damageWhen he arrived he admitted to his employees causing the damage and said he would order the replacement partsSeveral months later the cheaper front face was replaced and Brett also stated the employees that had been cleaning my home had been fired due to multiply complaints against themNovember comes around and I once again had to speak with Brett because his employees had informed him they had broken my microwaveWhile I was speaker with Brett to get a replacement microwave he told me the oven doors were on backdoor and he would try to find a door from another retailerNow we are in January and I once again ask him about the doorBrett asks me to resend the information (model number, serial number) of the range so he can get that ordered f

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*** 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 have waived the fee and the clean was free
Sincerely
John A[redacted]

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 same. Per their request, we used [redacted] on their hardwood floors. This customer eventually asked the cleaners to use vinegar because they reported [redacted] had a...

recall which had caused a white, cloudy residue on their floors. They 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] cleaner. In 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 appearance. This 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 vinegar. Because this customer never signed the waiver, and to avoid incurring potential damage to her floors, we used our neutral floor cleaner. Our floor cleaner is an environmentally responsible, green cleaner that is safe to be used on any floor surface, including hardwood floors. We have never received a complaint similar to what this customer is claiming in our nine years in business until now. We 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 floors. She refused to do this. Now, she complained that we also damaged her bathroom vanity. After talking to the cleaners who serviced their home, the streaky finish was already an existing issue that the customer had asked them to clean off. Unfortunately, our product was not able to remove the streaky finish. While 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 claiming. This 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 vanity. If 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]

Susan S[redacted] purchased a new 2014  [redacted] from our dealership in March 2015. We have made many attempts to address her concerns and make warranty repairs on her car .We are unable to satisfy Ms. S[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.

Initial Business Response /* (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 area. We understand there are...

many choices for housecleaning service and appreciate that you chose us. Our goal is to provide a consistent cleaning service at a fair price, while being dependable and trusted by our customers. We strive to retain the best employees by providing a good working atmosphere, a consistent paycheck and other benefits including constructive feedback and training. Our objective is never to make our customers feel uncomfortable, and we apologize that our relationship ended with you feeling that way. We do hold our Professional Cleaners accountable for their work, we are all human and make mistakes. It 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 unit. We sincerely apologize for not meeting your expectations with our recent cleaning of your home. 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) with-in 24 hours. This service was offered to you as stated in your agreement. Your 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 agreement. Your feedback is greatly appreciated in assisting us to constantly improve our quality and employee training. Thank you.
Initial Consumer Rebuttal /* (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) with-in 24 hours. This 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 cleaned. It was not as if I was unsatisfied with a completed service, it was INCOMPLETE. You DID NOT provide the service we agreed upon. You 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 clean. No customer who has any logical sense would agree to that. That is not in the customer's best interest. The staff did a poor job, was unprofessional, and went through my personal items. Therefore, I was left with an incomplete cleaning job and no realistic option to have the problem remedied. You DID NOT provide the service I paid for.

Initial Business Response /* (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 area. We understand there...

are many choices for housecleaning service and appreciate that you chose us. Our goal is to provide a consistent cleaning service at a fair price, while being dependable and trusted by our customers. We strive to retain the best employees by providing a good working atmosphere, a consistent paycheck and other benefits including constructive feedback and training. Our objective is never to make our customers feel uncomfortable, and we apologize that our relationship ended with you feeling that way. We do hold our Professional Cleaners accountable for their work, we are all human and make mistakes. It 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 unit. We sincerely apologize for not meeting your expectations with our recent cleaning of your home. 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) with-in 24 hours. This service was offered to you as stated in your agreement. Your 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 agreement. Your feedback is greatly appreciated in assisting us to constantly improve our quality and employee training. Thank you.
Initial Consumer Rebuttal /* (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) with-in 24 hours. This 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 cleaned. It was not as if I was unsatisfied with a completed service, it was INCOMPLETE. You DID NOT provide the service we agreed upon. You 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 clean. No customer who has any logical sense would agree to that. That is not in the customer's best interest. The staff did a poor job, was unprofessional, and went through my personal items. Therefore, I was left with an incomplete cleaning job and no realistic option to have the problem remedied. You DID NOT provide the service I paid for.

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 false 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 false 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 false 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 10/26/2016 (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 false 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 reviews. I am ANGRY now! Dave called me after days of me calling and mailing. I finally threatened to go to another service. He 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 again. Not to mention the neighbors could break in. ......... he insisted we let him in to see what was NOT cleaned. I can see he did not believe me. He said he knew they went in and cleaned..... then 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 me. Maybe 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.

The Cleaning Authority's implication that I am extorting them is absurd. We paid for a cleaning service that was simply not done. If a "professional" cleaning crew can't clean a 700 sq ft apartment in two hours, then perhaps they should rethink their methods. I have attached a few of the pictures I have of the apartment taken immediately after the cleaning crew left. The pictures show that nothing on our priority list was so much as touched. I refuse to accept this companies response and will take this matter as far as I have to in order to satisfy my complaints. I 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 customers. We paid for a service that was not done and I have numerous pictures and videos to compliment my complaint. I also have records of the multiple times we tried to contact The Cleaning Authority management, and the unanswered messages that I was forced to leave. I would appreciate a reasonable solution to my grievances in the near future.

Revdex.com spoke with Mr. L[redacted] from the business regarding this communication issue. He will be looking into the matter of unreturned calls to see if there is an issue with their intake system. He 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 directly. He thanks the customers for bringing this matter to his attention.

We met with Mrs. [redacted] on Thursday, July 9 to discuss a move-in clean 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 3.  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 24 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 3 was not our first interaction with Mrs. [redacted].  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 24 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 $125 from $525 down to $400.  Mrs. [redacted] was made fully aware that we were charging her credit card $400 for the services provided.  We made her aware of this when we informed her about the price reduction from $525 to $400.With regard to the quality of the clean itself, we strongly feel our ability to perform the clean to Mrs. [redacted]'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. [redacted]'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 10 - 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 70 employees and close to 1,000 customers.  We perform over 20,000 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.

Hi, my name is Zach and I hear you. I’m tracking down Doug and looking into this immediately, and I’ll get back to you as soon as possible. If you have any questions, contact me directly at...

[redacted]…rest assured…to ease any burdens I placed the $48 back into your account before starting our review because honestly I really do not want any customer to feel that way about us.

[redacted]
[redacted]
[redacted]
[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 accounts. It takes time to build them. If 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 1/2 notice of arrival.We make the call requested as requested. There was no answer.The team arrived, carried equipment to the doorstep and inquired with a door bell/knock. No 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 2 more times to offer a return visit. No 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 office. They 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 time. The 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 2 windows in a Company car last Sunday evening. Again, 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 .007 of customers every year, have endured not only the economic downturn, a tornado demolishing our previous office, collisions with 16 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 house. We are willing to find if that is so, as soon as we find time in our high volume season. Spring Cleaning.  We have attached the most recent [redacted] reviews for ourselves and your service business. Interesting looking at [redacted] kind request after having experienced the [redacted]ers regarding your service business.  Not exactly stellar. Wisps may be small and unfounded.  As business persons you will never see a negative [redacted] from us or towards any other business or individual. It is a matter of professionalism. [redacted]Owner/ManagerThe Cleaning Authority

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. [redacted] 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 [redacted] 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 [redacted] 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 [redacted] is satisfied, or as satisfied as one can be after a bad experience.
[redacted]

Feb. 19, 2015
[redacted] was scheduled for her 2nd clean on Feb.19, 2015.  She called the office around 10:00 am and confirmed her job ticket asked the team to call her when they were on their way so she could put her dogs away. I confirmed it was on the job ticket and I also confirmed the...

phone number she wanted us to contact her at. I 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 doorbell. Dogs 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 in. I told the team to sit tight for 20-30 minutes that the customer may have gone to lunch and would return shortly. I 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 20-30 minutes to see if they would return. [redacted] called after the 20-30 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 response. I double checked the phone number on the contract and the number I had written down earlier when I confirmed with her. I 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 door. By this time we had called the phone number given to us 5 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 us. She 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 2pm. I then gave her around 5-15 minutes to settle down and called her back at the same number she had called from twice and that we had called 5 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 return. I then called [redacted] 30 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 time. At this point he was hostile and ignorant to me. He 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 work. He 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 customer. Had they answered, returned our calls or given us another contact number, I am confident none of this would have happened. I am also confident that I remained professional through all three of my interactions with the [redacted]’s. I 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 them. I 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]s. The threats and indignation of Mr. [redacted] is a safety concern and we choose to avoid further contact.
[redacted]Owner/manager

Extortion: the practice of obtaining something, especially money, through force or threats. This matter is simple.  The agreed upon terms were 4 labor hours of time dedicated to the client’s home; we dedicated 4.24 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 200,000 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Part of the response provided by the cleaning authority is inaccurate. At no time was "tile work" being performed on my home. My husband was laying down wood flooring on the great room of our home. My concern with the quality of work performed and lack there of is mostly related to the insides of cabinets, closets, bathrooms, baseboards, etc. I am not concerned with the one floor that had boxes on them. There were no contractors in my home - My husband and father in law were present. The real problem is that I requested to speak with [redacted] (whom originally met with me in my home) and have been denied even at this time. I at no time provided credit card information to the cleaning authority in the last 1-2 years, and at no time provided them with an open window to charge my debit card. When [redacted] was at my home to provide the initial quote, I asked the question regarding payment and he said "You can just go on the website and pay as you have in the past". In fact, I spoke with the office on that Monday and stated "I will not pay until I receive a phone call from [redacted]", the exact response was "Well then this will go to the collections agency". Lastly, the manager who came to my home offered to "touch up" the next day. I found two problems with this, 1. "touch up", the job was no where near complete, and touch up just would not do. 2. I communicated our plans for our home / move the next morning and that cleaning at this point would not work. The bottom line is that I am a highly dissatisfied customer. I requested a simple phone call and apparently my business and agreement made with [redacted] DOES NOT MATTER. I have left several messages since Tuesday and have not received any phone calls back. I also conveyed that I would like to speak with [redacted] before anyone else came out to the house. Since he has not called and will not answer the phone, I have not been able to take advantage of the satisfaction guarantee. [redacted] I also have a bill that was left at my home stating my total due was $400.00 for the services performed. I don't understand how the bill changed to $525.00 and I received a $125.00 credit - The bill was left at my home prior to me calling or voicing my dissatisfaction. 
Regards,
[redacted]