The Green Mop

Wow! Really surprised by this information!? Will copy our response below.? First of all we apologized and tried to find a solution, confirmed that we are not late at all ?" arrived around? 3pm? when he said? 8-6pm? and wouldn’t be home so no issues.How come he says here 4h late??? We worked hard for full hour in people and he wanted a Full Refund for something that he claimed we didn’t do in minutes ?" yes, see his words “? It takes minutes to change a duvet cover.” ? Also, he said we stained a mat and wanted us to pay too but we didn’t use bleach and he refused to ask his guestsNot sure if this is a rental type of place which we have no issues with that but we came up with all this days after the cleaning and with people at his home after that! Does that make sense to you all? Still we told him we would investigate by asking our cleaners to find a solution and reminded him of our policy that we can always send them back free of charge for missed areas but can’t hear all this a week later when people used the placeSorry but we are very fair and admit our mistakes and fix them right away ?" we have hundreds of emails like that but can’t accept information to take advantage of small business like ours working hard to keep our thousands of happy clients out thereAppreciate your time for reading and understanding!? Email response below.? Hey ***, this is C - sorry about that as very unusual but let me break it down and investigate that for you- I don't think we had any arrival issue since you let clear on your final email "The crew would need to come on Monday, July 18th? anytime after? 8:00am? and before? 6:00pmWe will not be home, so to access our place”- That was a big list for such a small place but it was done - I can forward you the list sent but as you mentioned - you weren't there so best to check with whoever stayed at your place after our cleaningWe charge by the hour so if they really didn't do it, then you weren't charged for that extra time- Not sure what caused the marks since we don't use bleach - we are a green cleaning company but again, good to check with your guests but of course we can investigate with our team as well.Not sure if you informed that before, but we do clean several properties like yours with no issues but I would recommend to be there and check on job prior new guests arrival as this is really the only way for you to see if was properly doneOf course, if there's ever a missed area - per our policy we don't offer refund but send them back to reclean specific areas right away within 24hours.Again, our apologies!?

Hello,I was very specific in the resolution I asked forI also would like a refund for the service. Also, you have a typo in your automatic emailIt reads "If something other that what is listed is requested, you must be specific in how you would like the business to resolve your
complaint. It should say than instead of that. *** ***

Wow! Really surprised by this information!? Will copy our response below.? First of all we apologized and tried to find a solution, confirmed that we are not late at all ??" arrived around? 3pm? when he said? 8-6pm? and wouldn’t be home so no issues.How come he says here 4h late??? We worked hard for full hour in people and he wanted a Full Refund for something that he claimed we didn’t do in minutes ??" yes, see his words “? It takes minutes to change a duvet cover.” ? Also, he said we stained a mat and wanted us to pay too but we didn’t use bleach and he refused to ask his guestsNot sure if this is a rental type of place which we have no issues with that but we came up with all this days after the cleaning and with people at his home after that! Does that make sense to you all? Still we told him we would investigate by asking our cleaners to find a solution and reminded him of our policy that we can always send them back free of charge for missed areas but can’t hear all this a week later when people used the placeSorry but we are very fair and admit our mistakes and fix them right away ??" we have hundreds of emails like that but can’t accept information to take advantage of small business like ours working hard to keep our thousands of happy clients out thereAppreciate your time for reading and understanding!? Email response below.? Hey ***, this is C - sorry about that as very unusual but let me break it down and investigate that for you- I don't think we had any arrival issue since you let clear on your final email "The crew would need to come on Monday, July 18th? anytime after? 8:00am? and before? 6:00pmWe will not be home, so to access our place”- That was a big list for such a small place but it was done - I can forward you the list sent but as you mentioned - you weren't there so best to check with whoever stayed at your place after our cleaningWe charge by the hour so if they really didn't do it, then you weren't charged for that extra time- Not sure what caused the marks since we don't use bleach - we are a green cleaning company but again, good to check with your guests but of course we can investigate with our team as well.Not sure if you informed that before, but we do clean several properties like yours with no issues but I would recommend to be there and check on job prior new guests arrival as this is really the only way for you to see if was properly doneOf course, if there's ever a missed area - per our policy we don't offer refund but send them back to reclean specific areas right away within 24hours.Again, our apologies!?

Hello,I was very specific in the resolution I asked for. I also would like a refund for the service. Also, you have a typo in your automatic email. It reads "If something other that what is listed is requested, you must be specific in how you would like the business to resolve your...

complaint. It should say than instead of that. [redacted]

Review: We hired them to clean our new house just after we moved, especially the windows. We paid for 2 cleaners for 2 hours, expecting this would give them time to clean the windows and do a general cleaning. They didn't get much more than the windows done. Some of the windows were adequately cleaned, some were not. Debris was left all over the window sills and floor, as well as water drops. They also left most of the windows open (the HVAC was running full blast for hours) and all of them unlocked. I had to close all of the windows and ensure they were locked as that represented a general security issue as well as a safety issue for our toddler. They rearranged all of my furniture; I had to ask if they were going to return the living room furniture because they had dragged them away from the walls to get to the windows and then were leaving and had not replaced them. When they did, they did not return them to their correct locations; this was consistent with the way our belongings were handled in other parts of the house; I had to return everything to its correct location, and was doing this when they left so I was unable to register my lack of satisfaction with the cleaners at that time. They made gouges in my floors and window sills when they moved items. They claim they were there before and my husband agreed; he did not. He acknowledged there were scratches (previous owner had dogs) but now there are deep gouges when they moved the furniture in spite of having felt pads on all furniture (and even some toys). They dragged a stained glass window across a window sill and left gouges that need to be painted; they claim the marks were already there but the piece had never been moved and they admit to moving it to do the cleaning. They left scuff marks on freshly painted walls when they moved their vacuum around the house and with furniture replacement. They removed a safety plug from a kitchen electrical outlet and did not return it; creating a double safety hazard for our 2 year old son. I tried repeatedly to get management to come view the damage with no luck; they refused to acknowledged that request. After calling the office to register my complaint and dissatisfaction, I have emailed back and forth with "[redacted]", who has apologized for the work done ("sorry about that!"and promised the team would "do a better job moving forward" but will not take responsibility for resolving the poor work, and claims no damage was done. He also says his team are trained and would never have done any of the things we mention and that my husband was in the home when the team left and would never have missed all of those things. I believe he is alluding to the fact that we did not complain to the team. We were not given the chance. I was busy going through the house fixing the windows and furniture and my husband was never offered an opportunity to comment on the cleaning or told/shown what had been done. The team made it clear they were done, the time was up, and we needed to pay them or pay extra for them to stay and finish the job. I called the office the next day and have been fighting with them ever since. At no time were we told we had to find the issues before the team left our house and it is not stated on their website.Desired Settlement: I would like a complete refund of what we paid so I may apply it to what I am going to have to pay my general contractor to fix the damage to my floors and window trim.

Business

Response:

As you know, always 2 sides to a story and then the truth. Here's what the cleaners told us what was going on in this home so we know the truth is somewhere between these two very different stories. The husband was there the entire time and most of this woman's complaints center on what the husband either did directly or ask the team to help him do. The wife came home near the end of the cleaning and according to the team was very upset at the husband - unknown why. The husband was the one opening windows and moving furniture and asking the team to help him do this. We don't open windows unless a client asks us too and the husband was there the whole time so why would we be locking him in as they were coming and going in the home as they were moving in. The husband told our team the floor was all scratched up - this wasn't a brand new home they were moving into. It also was very suspicious the wife immediately asked for our insurance to do "repairs". We take insurance fraud very seriously and just don't let people charge to it. She also accused us of bizarre things like taking child protection out of the sockets - why would we do this? Anyway, we clean 14,000 homes a year and we see all types of nonsense. This one is high on that scale. I would give zero stars as a client based on our review from the team and her emails to us. The husband seemed like a very nice guy stuck in a bad situation according to the team. He approved and was happy with our efforts and paid us and the team left. Then we heard from his wife. She was obviously upset with her husband he is too much of a coward to own up to his overbearing wife as to what he did. We are not responsible for these false accusations that this person is spreading across the Internet and will vigorously defend ourselves against this nonsense.