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The Front Desk Belle, LLC

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Reviews The Front Desk Belle, LLC

The Front Desk Belle, LLC Reviews (4)

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted]’s allegations have absolutely nothing to do with the issues at hand. I’m quite shocked at her defensive lies and accusations in response to my Revdex.com complaint which make me question her professionalism.  At no time have my cats ever peed on the walls, ever been locked in the bathroom, nor do I allow them on my kitchen counters. I live in a rental and I would have been evicted if any of those activities were occurring in my home. Especially considering that my landlord and his wife drop by without notice on a regular basis and have been doing so for the last 9 years. Please see attached email document from [redacted] and [redacted].  I am not questioning [redacted]’s generosity or her involvement in the community nor am I trying to tarnish her name. Her community involvement, her job status, or her husband’s military status has no bearing on the way the Front Desk Belle handled my account. I prefer to refrain from comments of a personal reference as they distract from the actual point of contention. I prefer to stick to the topic in dispute, which is that the Front Desk Belle invoices were sent to me in a haphazard manner and tardiness after repeated requests, and the communication was both unclear and inconsistent. I was never provided a fee structure at the start of my services and the late fee policy was not disclosed to me until 26 July 2016. [redacted] was very vague about the initial cleaning and would only use the terminology “a little more” than the estimate, but 366% more than the monthly fee was outlandish – and I find it very suspicious that I received  the August 2015 invoice 10 months after the service and after all the monthly bills.Had I gotten the invoice as I should have this service would have stopped immediately based on that first invoice.  I have provided a detailed timeline of factual events including our initial agreement, carefully documented.  While I realize that [redacted] would like an additional $156 and if I do not provide her with such by September 5th, she has threatened to file a legal claim against me. While she has in her possession $410 worth of checks from me that she has chosen not to cash.  Please note in [redacted]’s reply to my Revdex.com complaintit was mentioned I didn’t have a mop and didn’t disclose that information to her, see 5 August 2015, box 3 to see the text where I tell her I do not have a mop and she says that is fine.  [redacted] doesn’t seem to understand why I feel threatened and harassed: ?Threatened oIn a few emails she has threatened me with legal action and late fees that I was unaware of until 26 July 2016. oI’ve been warned by individuals (prior clients)  to pay her as she could be volatile ?While I’m not sure I believe that, but I do know when I asked detailed questions about my bills on 25 July 2016, she became very curt and defensive.oOn 25 August 2016, I received a text message from [redacted] with just my last name ?I found this odd since I had asked her not to contact me, however, my thought is that she was sending my last name to someone via text and accidently texted me ?Granted this is all an assumption on my part, but a little scary. Please see image of August 25 text message.  ?Harassed oOn several occasions in the spring if I didn’t answer her right away she would email me again. And when I stopped answering her emails by choice, she would send me reminders. I do not need reminders from her about my bills as I am a fairly organized individual.  ?Being confused and suspicious of her billing as I was. I was [redacted] as much time as I needed to audit all communications and decide what to do. My desired outcome is for [redacted] and the Front Desk Belle is to cash the $410 of checks and discontinue contact with me.  [redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted]
Regards,
[redacted]

ID[redacted]COMPLAINTT INFORMATIONCustomer Information:[redacted]The above was a client of The Front Desk Belle, LLC from August 2015 until after 7th January 2016.  She had hired our company to supply her with housekeeper(s) for her home.  I gave her...

an estimate of the monthly charge, for after the initial cleaning.  Prior to the initial cleaning, I informed her that the initial cleaning would take longer and after she told me twice how "disgusting" her home was, I reminded her the initial cleaning would take longer, especially after the condition she told me it was in (text messages attached).  She was correct, it took a lot longer due to the condition it was in, even having to scrub walls due to cat urine on them. The housekeeper had to run out and get cleaning pads, as the client did not have a mop and did not inform me ahead of time.  Client was not charged for that time. The initial cleaning took a total of 14 man-hours. Since it took so long and she wanted to be a bi-weekly client, I extended her our Silver Package rate for 20 hours that month.  That brought her hourly rate down from $25 for the first man-hour per service and $22 per additional man-hour per service, to $17.95 per man-hour.  Package Rates are usually confirmed and billed at the beginning of the service month, but I extended that to her.  That saved her approximately $100.The client had to leave her key and came home for lunch frequently on cleaning days, including having her mother bring the key when she forgot to leave it, so she was well aware of when and usually how long cleaner(s) were there.  Initially I estimated two man-hours, bi-weekly, but after the initial clean, it was verbally agreed that it would take three man-hours.  She was billed for and paid three monthly invoices at that rate of $138.  It actually should have taken more time and I did inquire to add time, as she lets her animals walk over every surface, including the kitchen counter and one cat had an issue and would urinate all over a bathroom she kept it in during the day.  I believe that is why there was urine on walls in the house, which required the wall scrubbing. After the initial cleaning, she was very happy and messaged me so.  She also often left [redacted], her regular cleaner, little thank you notes for what a great job she was doing. Below is a partial thread of Facebook messages.  Since she used Facebook, text (to both [redacted], the main housekeeper, and me) and phone calls, it's hard to follow, BUT she was a satisfied client and knew when her home was serviced.August 11, 2015[redacted]8/11, 3:59pm[redacted]I've been trying to sit down and get a message to you all day, but the work just keeps coming in.I just want to thank you for yesterday. The girls you sent yesterday did fantastic...they seemed much faster than [redacted] and very on the ball - they were both very organized. I certainly didn't expect them to wash the walls or wipe down the inside of the fridge. It looks great. I did laugh when I came home at lunch that and [redacted] was sitting between [redacted] and [redacted] on the floor expecting attention.Just one question, typically when someone comes to clean they will not keep coming and going. Like I mentioned the other day I was really disappointed and I just wanted to make sure that wasn't typical.Thanks again for all your patience with me.[redacted] [redacted]8/11, 4:05pm[redacted] [redacted], no, usually it is one trip.  When you told me how bad it was, I honestly didn't realize it was as bad as it was.  When I went over, I knew it would take more to get it done correctly.  Glad you are happy!  [redacted]August 19, 2015[redacted] [redacted]
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[redacted] [redacted]Hi [redacted], may schedule you for cleaning tomorrow morning?  I hope you are having a good week!  [redacted]August 19, 2015[redacted]8/19, 3:45pm[redacted]That's fine, but weren't they at the house last week?I'll leave the key under the mat.[redacted] [redacted]
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[redacted] [redacted]No, it was the week before...we were in [redacted] all last week.[redacted]8/19, 4:00pm[redacted]See, I can't keep up with the days...sorry.[redacted] [redacted]
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[redacted] [redacted]No problem.  :)[redacted]8/19, 4:01pm[redacted]thanks for keeping me straight.[redacted] [redacted]
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[redacted] [redacted]8/22, 4:26pm[redacted] [redacted]Hi [redacted],  just chec[redacted] if you are satisfied with your service this week.    [redacted]Hi [redacted], we're you happy with your service the other day?  Thank you, [redacted]August 24, 2015[redacted]8/24, 2:45pm[redacted]Yeah, everything was fine. I don't think the couch was touched, but I'm not sure that gets vacuumed.Have a great day!It is nice to come home and have everything clean.[redacted] [redacted]
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[redacted] [redacted]I will remind her about the couch.  :)[redacted]8/24, 2:46pm[redacted]thanks.We were acquaintances with the client in our community, so we saw her on occasion.  She is always saying how thing were always going wrong in her life, she had this bill, that bill, etc... , so I tried to be understanding.  We have long-term clients that pay over 90 days, so I was patient that eventually she would catch up her account.After her first service of January 2016, she sent me the below Facebook message:[redacted]after paying some bills yesterday and wor[redacted] on my 2016 budget. I am going to need to take a break from [redacted] for a bit. I just can't spend money I don't have and although it has been great not to worry so much about the house work, I need to pay the dentist, the vet, and get new tires.[redacted] [redacted]
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[redacted] [redacted]No problem let me know if you ever need us.[redacted]1/18, 8:12am[redacted]I will. I hope to be up and running soon. Big unexpected bills just got in the way...so extras have to get out of the way.After the above message, I sent her final invoice for Dec and the one service beginning of January.  In January, I always mail our clients a Thank You and Happy New Year card, along with their invoice.  When we'd see her around town, she repeatedly had said how she knew she was behind and would catch up, I took her at her word.  She had her initial invoice outstanding and now her final invoice.  She paid three invoices, Sept/Oct/Nov through an online system I was using.  Intuit stopped supporting QuickBooks, so I can't access it anymore.  Note from the Excel spreadsheet, when there were three services in the month of October, I did not charge her for the extra service, and have not added our standard 10% per month late fee for balances on accounts over sixty days past due. Checks in the amount of $50 dated 19 July and $360 dated 4 August were received, but we have not deposited because she had "Final Payment" in the memo and that was not true as she still would have a balance of $156.00 due on her account. I had not added the late fees, which our policy is available on our website, as she had expressed how doctor, vet bills, etc... had her finances tight.  As I said, we ran into her or I'd see on Facebook she'd been at different places.  I always thought it funny that someone claiming to be so strapped for money was out, but I tried to continue to be understanding.  It wasn't until after seeing on Facebook that she was on her second extended trip, the first I believe was out west and then another to [redacted], that I contacted her about the balance on her account.Attached are emails of email threads to try and show she was pleased with our services, knew she owed us money and made excuses to stall - ranging from having me resend the same invoices multiple times, waiting weeks in between responding, asking for our mailing address that is at the top of each of our invoices, saying she was meeting with financial adviser and might have to borrow money to pay us, etc...  Then to pick apart our business, sending partial payment with a check memo "Final Payment" (checks have not been deposited based on that memo being inaccurate), and contacting the Revdex.com stating she feels "threatened and harassed", is beyond my comprehension, as I have been nothing but kind and understanding throughout this entire situation.  I am Supervisor over [redacted] for a division of the [redacted] and my husband a retired [redacted].  We operate The Front Desk Belle, LLC to afford people work at better than average wages, while offering clients quality services at fair rates.  Both my husband and I, along with our companies, [redacted] assist others through giving back to our community through our time volunteering with and financial support of charities and non-profits.  If there is any question to this, one may contact the local [redacted] organization, [redacted], etc... to confirm our commitment to helping others.  I extended this help to her too, by giving her an extremely discounted rate in August, not charging her for the third bi-weekly service in October and trying to be understanding regarding her money issues.Unfortunately, her recent actions and decision not to pay and her attempt to tarnish our and our company's name, will leave us no alternative, but to file a legal claim against her.  This claim will include all funds due, late fees, additional charges for the time her actions required me to spend answering her complaint and to collect what she owes, all court costs and any legal fees.  I will extend the deadline for her to pay the balance in full until 5 September 2016.  If she pays the remaining balance of $156.00 prior to 5th September, I will apply the checks she sent, but we have not deposited because she had "Final Payment" in the memo and that was not true as she still would have a balance of $156.00 due on her account.  As I stated prior, checks in the amount of $50 dated 19 July and $360 dated 4 August were received, so they would pay her oldest outstanding invoice of $349 and part of her December/January invoice for $207.00.  I truly hope she pays her outstanding balance of $156.00, so I can apply the other checks held because of her memo of "Final Payment",  If not, I will have to retain legal counsel and handle this matter in court.Thank you for your time in this matter, I truly appreciate it!Sincerely,[redacted]The Front Desk Belle, LLCGifTicket, Inc.

The complainant is not accurate or truthful in statements.  Her initial cleaning was approx. $250.  Her initial invoice of $359 included her initial cleaning, a second cleaning 20th August and 1.5 hours applied to hours over in September and October.  I did that to extend a package rate of $17.95 per man-hour, with our 20 man-hour per month package, instead of the Pay-As-You-Go rate of $25 first man-hour per visit and $22 each additional man-hour per visit.   Regarding the cats, urine in bathroom, need to scrub walls and the home's condition, please see attached text messages.  Those are from three housekeepers during the times cleaning the home.   I submitted the two text messages where [redacted] apologized for how disgusting her home in my initial response.  Yes, it took that long to get the home clean and she was aware of when they were cleaning her home.The mop was only referenced as she didn't have one and her steam mop was broken, that's the reason the housekeeper had to leave. [redacted] told me about not having a mop and her steam mop being broken at 9:27pm the night before the first cleaning day.  I did reply we'd work around it, so the next morning the housekeeper went to get clean pads for our Swifter and the client was not charged for the time it took. Her final invoice included two December cleanings and her final cleaning in January. As her messages show, she was very happy with the services.  The invoices were sent to her, discounted rates and additional time to pay were extended.  I did this due to her stating, on numerous occasions, all the issues she was going through.  Why?  Because helping people is something we strive to do.  That is why I stated about our jobs, community involvement and financial contributions, as it shows that her not paying her outstanding balance matters to the community.  The housekeepers were paid for all work done for her.  We pay them promptly, bi-weekly.  We take no pay or profit from this company, it goes to pay the workers and back into the community, both here and in Florida.  So, when she decided she wasn't paying her full balance, she's taking away from the communities.  I truly attempted to help her, by extended her a discounted rate for the cleanings in August, gave her a free cleaning in October (there were three cleaning dates in the five week month, I billed her for only two), gave her ample time to catch up and never applied the late fee.  She states she didn't know about costs, rates and late fee policy.  All the information has been on our website since we opened. The text she noted receiving on 25th August, of just her last name in bold text, was a "little scary", to her?  Yes, her thinking I was sending her last name to someone else is just as she stated, an assumption on her part.  I was attempting to save her text messages to a file labeled [redacted] on my phone, in order to send them to the Revdex.com.I don't know where [redacted] came up with her statement "I’ve been warned by individuals (prior clients) to pay her as she could be volatile."  Most of my clients are long standing, repeat clients. I only have three former clients in [redacted] County, that we do not service anymore or are not on-call and handle spring cleanings, parties, etc...  One is a good friend and there wasn't an issue receiving final payment from any of them.  Between that statement and her statements "her defensive lies and accusations", "makes me question her professionalism", she is once again attempting to tarnish my name and reputation.  When someone either doesn't reply to an email or replies and advises they will review the invoices that weekend/that night/are getting with their financial advisor so they can pay you, you expect them to follow through.  Resending an email when someone doesn't respond or inquiring when they do not follow through with what they told you, is not harassing or threatening. [redacted] states she decided to stop replying and she doesn't need reminders.  Advising someone of the next course of action, in this case legal action, if they do not pay their bill, is not threatening someone. I advised her, if she didn't pay her bill, we will apply the late fees and take legal action to collect the balance due on her account.  I believe I followed the proper steps.What is a business owner suppose to do when someone has an outstanding balance, keeps making excuses, sends a partial payment check marked "Final Payment", decides to stop communicating and reports your business to the Revdex.com?  You tell the truth, as I have, keep helping others and communities, doing what's right and don't let another's actions dim your hope for humanity.

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