Upper Crust Cleaning

Complaint: [redacted] The three page response made by the owner exemplifies the rhetoric we have received since we contacted her about the damage her company causedHow does "almost years in business" and "over 30,cleanings" make them immune to making mistakes? UpperCrust damaged our appliancesThe comment saying the damage "could have been done by others and not limited to your employees working in the home" simply serves to indemnify UpperCrust from any liability for any damage they cause, past or futureClients bewareHonestly, we are disappointed but not surprised that she continues to deny responsibility and place blame elsewhere We did hire someone to refinish our appliances and replaced the stovetop - all for under $400; a small price to pay for UpperCrust to take responsibility and remedy the damage they caused, yet they chose not to Sincerely, [redacted]

To: [redacted] /Revdex.com Resolutions ConsultantI received your letter stating the complaint of damage at [redacted] and [redacted] ’s residence.First off let me begin by noting that my company has been in business for almost years and we have logged well over 30,cleanings I have always run my company with the highest of business ethics Currently we service approxhomes on a regular basis, with dozens of clients that have used our services well over a decade Many of my employees have been with me for 10+ years also I have never had a complaint of damage to any stainless appliances in my years of business, and certainly have never had a complaint issued to the Revdex.com All of my staff members are put through a rigorous training program, and are all given manuals on both our company policies, and our cleaners and how to use them safelyI have also had “training” sessions with clients and recommended products for them to use safely on their appliances for in between cleanings.Wendy W***, who was assigned the [redacted] ’s home, started cleaning for them the first part of June, While Wendy was newer to the company, she had owned a cleaning service herself for years prior and had employeesDuring our first cleaning for them in June, I accompanied her I was responsible for cleaning the kitchen There were horrible stains surrounding their burners and I did use a product that we have used for nearly years to remove the stainsThe [redacted] ’s contacted me shortly thereafter and noted the mild surface scratches around the burners and asked that we not use any harsh cleaners on their appliances I assured them that we would not, and made a note to their client sheet and notified Wendy W***.I did not hear from the [redacted] ’s again regarding any cleaning issues until September 26th, two weeks after their prior cleaning, on Sept 12th, in an email stating that they now noticed more scratches on their stainless I responded immediately, and let Wendy know to please be extra careful with any metal surfaces as she was to clean for them that day I explained to the [redacted] ’s on how they themselves should clean their stainless appliances in between cleanings, and to ensure anyone touching them not even use paper towel or any household sponges for cleanupsThey have two young boys so I also noted that they be made aware on how to be careful when in the kitchen Also, when stainless appliances become dirty, any prior scratches fade but once cleaned again with the stainless polish, any scratches will stand out[redacted] responded back to me and asked if I would come out to take a look at the appliances There was no “coaxing” to have me come out at all as stated in Mr [redacted] ’s letter I made an appointment with [redacted] for that Friday per her request, as she said she was working from home that day.When I arrived both [redacted] and her husband [redacted] were there I looked at both the stove and microwave oven There were strange scratches on both On the microwave there was a scratch pattern on the far upper left hand side of the microwave on the opposite corner of the handle Their microwave is by a window and not above the stove It was strange to me the location of the scratch marks as they were not even in an area where a microwave door would become dirty On the stove I noted a couple of the same type of scratches, again, in a strong vertical pattern, and oddly placed as they again weren’t where spatters and grease would accumulate There was one long scratch on the refrigerator along the handle, indicating a ring would have scratched it upon opening or closing the door No damage was indicated on the dishwasher however, both [redacted] and [redacted] commented that “they wished it had been the dishwasher as they didn’t like it anyway.” They also mentioned that the stainless sink was scratched which was a surprise as pots, pans, silverware, etcwould be placed in there by the homeowners for cleaning.I told them we had never had an issue in the past but did have a client that had sustained some damage on the front of their high end stove (not by us), but that I would check with her as I know she was able to have it repaired I also stated I would contact my insurance company to see what they might suggest While I was there I asked specifically if they had any other issues with Wendy W***, and they both said no and that they would like to continue having her as their cleaner, as long as she was careful with the appliances.I contacted my insurance company and waited to see what they would propose as far as issuing at best, a referral to have their appliances repaired I heard from my agent, [redacted] She cited that they do not have referrals for repair and that any services performed would have to be contracted by the homeowner At this point I contacted [redacted] and told her this, and included in my email a link to a service that does stainless repairHer response was that “they were going to wait to see what the insurance company said.” I even went as far as contacting the repair company I had referred them too several days after giving them the recommendation, and spoke with the ownerHe said he hadn’t been contacted by the [redacted] ’sIf they were so interested in repair, why hadn’t they acted on this?Wendy W [redacted] serviced their home again on October 10th I received an email from [redacted] four days later on Friday evening the 14th This is where things got really strange [redacted] cited that now, not only was the appliances damaged, but there was a film on all of their faucets and they were now scratched too! She did go on to say that she did want to continue service but wanted to be assigned another cleaner Why would you want to continue service with a company that had damaged not only ALL of your appliances, but now all of your faucets too? Wendy W [redacted] was also aware of the seriousness of the situation and we have never used any abrasive cleaners on faucets, ever, so why would she then start using an abrasive on their faucets that day! At this point I felt as though the company was being falsely accused and there was more to the story.I had a long conversation with my insurance agent the morning of October 14th, before I received the email from [redacted] citing the damage then to the faucets also My agent recorded our conversationThe interview lasted about minutes We reviewed all of the circumstances surrounding this issue One thing that was noted is that I lied about who was cleaning the [redacted] home The Revdex.com is more that welcome to check on this with my insurance company, [redacted] as in the interview it was stated that Wendy W [redacted] was their cleaner Wendy works for my company part time and is assigned other homes that she services on a regular basis (all but one are biweekly, one is weekly) All of her clients have stainless steel appliances with the exception of one client (the weekly client), having not only full high end stainless appliances in their kitchen, but also have a covered outdoor kitchen with all stainless appliances that Wendy maintains We haven’t received any other complaints of damage from ANY other client that Wendy services, or any other clients for that matter in my almost years.I interviewed Wendy W [redacted] in length on Thursday, the 13th of October, and she cited there was no way she had damaged the [redacted] ’s appliances, and she reviewed with me the products she used She uses the same protocol on all of her homes After the long interview conversation with my insurance agent the next day, on the 14th, we were both left scratching our heads as this didn’t add up [redacted] , my agent was going to check with their lawyer to see what their take on this situation was After receiving the last email from [redacted] however that Friday evening the 14th, is when I realized that this was bigger than what was originally intended, with yet more claims of damage What next? I responded to [redacted] first thing Monday morning the 17th in a long letter explaining my position With my company’s perfect track record, speaking with Wendy W [redacted] their house cleaner, and my insurance agent, we deduced that the damage was not caused by my company, and if they wanted to pursue damages they would have to do so through the court system I did ask [redacted] in my final email to her why had it taken her 1/months for her to say anything about more damage and her response was, “we simply didn’t notice it.” How would you not “notice” damage when you live and cook in your kitchen every day? I also explained that my heart was heavy as I had never had to deal with a situation such as this, and the court system would be the best way if they wanted to pursue damages.I will however not have my company name slandered as there is no proof in their claim I spoke with [redacted] , my insurance agent again on Tuesday the 18th, and let her know how I would proceed if need beAt this time she informed me that she had spoken with their attorney and I quote from my insurance company’s letter of claim, “Upper Crust Cleaning Company provides cleaning services for [redacted] and [redacted] ’s residence On September 26th, 2016, you were notified by the [redacted] ’s of their claim that your workers had caused scratching damage to the surfaces of stainless steel appliances during the cleaning process Your inspection of the appliances did show some damage However, the alleged damage could have been done by others and not limited to your employees working in the home.”If the [redacted] ’s feel that my company has done this damage then they need to pursue this through the proper channels as I indicated in my email to [redacted] on the 17th of October I do hope that things work out for them but unfortunately on our side, we are not accepting the claim of damage.Thank you for your time and review,Marie S***, OwnerUpper Crust Cleaning Co.206/713-

Complaint: [redacted]The three page response made by the owner exemplifies the rhetoric we have received since we contacted her about the damage her company caused. How does "almost 20 years in business" and "over 30,000 cleanings" make them immune to making mistakes? UpperCrust damaged our appliances. The comment saying the damage "could have been done by others and not limited to your employees working in the home" simply serves to indemnify UpperCrust from any liability for any damage they cause, past or future. Clients beware. Honestly, we are disappointed but not surprised that she continues to deny responsibility and place blame elsewhere.  
We did hire someone to refinish our appliances and replaced the stovetop - all for under $400; a small price to pay for UpperCrust to take responsibility and remedy the damage they caused, yet they chose not to.  Sincerely,[redacted]

To: [redacted]/Revdex.com Resolutions ConsultantI received your letter stating the complaint of damage at [redacted] and [redacted]’s residence.First off let me begin by noting that my company has been in business for almost 20 years and we have logged well over 30,000 cleanings.  I have always run...

my company with the highest of business ethics.  Currently we service approx. 120 homes on a regular basis, with dozens of clients that have used our services well over a decade.  Many of my employees have been with me for 10+ years also.  I have never had a complaint of damage to any stainless appliances in my years of business, and certainly have never had a complaint issued to the Revdex.com.  All of my staff members are put through a rigorous training program, and are all given manuals on both our company policies, and our cleaners and how to use them safely. I have also had “training” sessions with clients and recommended products for them to use safely on their appliances for in between cleanings.Wendy W[redacted], who was assigned the [redacted]’s home, started cleaning for them the first part of June, 2016.  While Wendy was newer to the company, she had owned a cleaning service herself for years prior and had employees. During our first cleaning for them in June, I accompanied her.  I was responsible for cleaning the kitchen.  There were horrible stains surrounding their burners and I did use a product that we have used for nearly 20 years to remove the stains. The [redacted]’s contacted me shortly thereafter and noted the mild surface scratches around the burners and asked that we not use any harsh cleaners on their appliances.   I assured them that we would not, and made a note to their client sheet and notified Wendy W[redacted].I did not hear from the [redacted]’s again regarding any cleaning issues until September 26th, two weeks after their prior cleaning, on Sept 12th, in an email stating that they now noticed more scratches on their stainless.  I responded immediately, and let Wendy know to please be extra careful with any metal surfaces as she was to clean for them that day.  I explained to the [redacted]’s on how they themselves should clean their stainless appliances in between cleanings, and to ensure anyone touching them not even use paper towel or any household sponges for cleanups. They have two young boys so I also noted that they be made aware on how to be careful when in the kitchen.  Also, when stainless appliances become dirty, any prior scratches fade but once cleaned again with the stainless polish, any scratches will stand out.[redacted] responded back to me and asked if I would come out to take a look at the appliances.  There was no “coaxing” to have me come out at all as stated in Mr. [redacted]’s letter.  I made an appointment with [redacted] for that Friday per her request, as she said she was working from home that day.When I arrived both [redacted] and her husband [redacted] were there.  I looked at both the stove and microwave oven.  There were strange scratches on both.  On the microwave there was a scratch pattern on the far upper left hand side of the microwave on the opposite corner of the handle.  Their microwave is by a window and not above the stove.  It was strange to me the location of the scratch marks as they were not even in an area where a microwave door would become dirty.  On the stove I noted a couple of the same type of scratches, again, in a strong vertical pattern, and oddly placed as they again weren’t where normal spatters and grease would accumulate.  There was one long scratch on the refrigerator along the handle, indicating a ring would have scratched it upon opening or closing the door.  No damage was indicated on the dishwasher however, both [redacted] and [redacted] commented that “they wished it had been the dishwasher as they didn’t like it anyway.”  They also mentioned that the stainless sink was scratched which was a surprise as pots, pans, silverware, etc. would be placed in there by the homeowners for cleaning.I told them we had never had an issue in the past but did have a client that had sustained some damage on the front of their high end stove (not by us), but that I would check with her as I know she was able to have it repaired.  I also stated I would contact my insurance company to see what they might suggest.  While I was there I asked specifically if they had any other issues with Wendy W[redacted], and they both said no and that they would like to continue having her as their cleaner, as long as she was careful with the appliances.I contacted my insurance company and waited to see what they would propose as far as issuing at best, a referral to have their appliances repaired.  I heard from my agent, [redacted].  She cited that they do not have referrals for repair and that any services performed would have to be contracted by the homeowner.  At this point I contacted [redacted] and told her this, and included in my email a link to a service that does stainless repair. Her response was that “they were going to wait to see what the insurance company said.”  I even went as far as contacting the repair company I had referred them too several days after giving them the recommendation, and spoke with the owner. He said he hadn’t been contacted by the [redacted]’s. If they were so interested in repair, why hadn’t they acted on this?Wendy W[redacted] serviced their home again on October 10th.  I received an email from [redacted] four days later on Friday evening the 14th.  This is where things got really strange.  [redacted] cited that now, not only was the appliances damaged, but there was a film on all of their faucets and they were now scratched too!  She did go on to say that she did want to continue service but wanted to be assigned another cleaner.  Why would you want to continue service with a company that had damaged not only ALL of your appliances, but now all of your faucets too?  Wendy W[redacted] was also aware of the seriousness of the situation and we have never used any abrasive cleaners on faucets, ever, so why would she then start using an abrasive on their faucets that day!  At this point I felt as though the company was being falsely accused and there was more to the story.I had a long conversation with my insurance agent the morning of October 14th, before I received the email from [redacted] citing the damage then to the faucets also.  My agent recorded our conversation. The interview lasted about 40 minutes.  We reviewed all of the circumstances surrounding this issue.  One thing that was noted is that I lied about who was cleaning the [redacted] home.  The Revdex.com is more that welcome to check on this with my insurance company, [redacted] as in the interview it was stated that Wendy W[redacted] was their cleaner.  Wendy works for my company part time and is assigned 10 other homes that she services on a regular basis (all but one are biweekly, one is weekly).  All of her clients have stainless steel appliances with the exception of one client (the weekly client), having not only full high end stainless appliances in their kitchen, but also have a covered outdoor kitchen with all stainless appliances that Wendy maintains.  We haven’t received any other complaints of damage from ANY other client that Wendy services, or any other clients for that matter in my almost 20 years.I interviewed Wendy W[redacted] in length on Thursday, the 13th of October, and she cited there was no way she had damaged the [redacted]’s appliances, and she reviewed with me the products she used.  She uses the same protocol on all of her homes.  After the long interview conversation with my insurance agent the next day, on the 14th, we were both left scratching our heads as this didn’t add up.  [redacted], my agent was going to check with their lawyer to see what their take on this situation was.  After receiving the last email from [redacted] however that Friday evening the 14th, is when I realized that this was bigger than what was originally intended, with yet more claims of damage.  What next?  I responded to [redacted] first thing Monday morning the 17th in a long letter explaining my position.  With my company’s perfect track record, speaking with Wendy W[redacted] their house cleaner, and my insurance agent, we deduced that the damage was not caused by my company, and if they wanted to pursue damages they would have to do so through the court system.  I did ask [redacted] in my final email to her why had it taken her 3 1/2 months for her to say anything about more damage and her response was, “we simply didn’t notice it.”  How would you not “notice” damage when you live and cook in your kitchen every day?  I also explained that my heart was heavy as I had never had to deal with a situation such as this, and the court system would be the best way if they wanted to pursue damages.I will however not have my company name slandered as there is no proof in their claim.  I spoke with [redacted], my insurance agent again on Tuesday the 18th, and let her know how I would proceed if need be. At this time she informed me that she had spoken with their attorney and I quote from my insurance company’s letter of claim, “Upper Crust Cleaning Company provides cleaning services for [redacted] and [redacted]’s residence.  On September 26th, 2016, you were notified by the [redacted]’s of their claim that your workers had caused scratching damage to the surfaces of stainless steel appliances during the cleaning process.  Your inspection of the appliances did show some damage.  However, the alleged damage could have been done by others and not limited to your employees working in the home.”If the [redacted]’s feel that my company has done this damage then they need to pursue this through the proper channels as I indicated in my email to [redacted] on the 17th of October.  I do hope that things work out for them but unfortunately on our side, we are not accepting the claim of damage.Thank you for your time and review,Marie S[redacted], OwnerUpper Crust Cleaning Co.206/713-6633