Vanguard Cleaning Systems of Central Virginia

Better Business Bureau: I have reviewed the 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 We would like a record of this complaint to exist [redacted] did not notify us that our cleaner would not be coming, and once I contacted him about it, he told me he knew the situation and was frustratedThis was last Friday and he said he expected our cleaner back that same dayWhen he did not come, [redacted] did not return phone calls or emailsWe went without a cleaning service for about days and we were the ones trying to find out what was going on and if we would have someone We expected Vanguard would provide another crewRegardless of the situation, [redacted] was asked to call me back Friday afternoonI gave him my home phone numberHe avoided our calls and emails and did not get back to us until days laterNot acceptable Regards, [redacted]

Our cleaner experienced a family emergency and could not clean for several daysThis pattern was very unusual for the cleanerWe did not have the information to provide until this crisis was resolvedI have spoken with [redacted] and it appears we have this issue resolved at this point

Our cleaner experienced a family emergency and could not clean for several days. This pattern was very unusual for the cleaner. We did not have the information to provide until this crisis was resolved. I have spoken with [redacted] and it appears we have this issue resolved at this point.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
The issue was not that the person had a family emergency, the issue was the way the situation was dealt.  There was no communication on their part to let us know, where we could have found a solution instead of coming in and having the surprise.  After the first instance and second instance we asked the manager to contact us if there would be another day that person would not be here.  He failed to do so the third time of no-show even when he knew in advanced this was going to happen. 
We have been let out of our contract which is what we wanted but we also want others to know that this is how they work with their clients.
Regards,
[redacted]

Our cleaner could not attend to this customers building because of a family emergency. We understand that they are a school and have cleaning needs that require their being cleaned daily or their function as a school may be compromised.
 
We have allowed this client to...

terminate their contract early and have returned their keys. 
 
The issue experienced here was a family emergency and should not happen again to other customers.

Better...

Business Bureau:
I have reviewed the 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.
We would like a record of this complaint to exist. [redacted] did not notify us that our cleaner would not be coming, and once I contacted him about it, he told me he knew the situation and was frustrated. This was last Friday and he said he expected our cleaner back that same day. When he did not come, [redacted] did not return phone calls or emails. We went without a cleaning service for about 10 days and we were the ones trying to find out what was going on and if we would have someone.
We expected Vanguard would provide another crew. Regardless of the situation, [redacted] was asked to call me back Friday afternoon. I gave him my home phone number. He avoided our calls and emails and did not get back to us until 6 days later. Not acceptable.
Regards,
[redacted]

Review: We have a contract with Vanguard and they have not showed up to clean for three days straight. The general Manager, [redacted], said he could not find anyone else to replace the person that was out for personal reasons. He stated that the cleaning person would be here this week, and if not he would call us to notify us. This morning, I called him and he said he was aware the cleaning person would not be available yet he did not call us to inform us. I asked him why he didn't contact us to let us know, that this is irresponsible on his side. He hung up the phone.Desired Settlement: We want to be let out of our contract effective immediately, we want the keys turned in and we would like the bill to reflect the price of the days they did not come to clean our building.

Business

Response:

Our cleaner could not attend to this customers building because of a family emergency. We understand that they are a school and have cleaning needs that require their being cleaned daily or their function as a school may be compromised.

Review: We contracted with Vanguard Cleaning over a year ago to clean our business 6 days a week. They suddenly stopped coming over a week ago. We talked to [redacted], the franchise owner/mgr on Friday, Jan. 31 and he stated that he was very frustrated with our cleaning person. There had been a family emergency and he should be back that very evening. He never came back and [redacted] will not return our calls or e-mails. Every phone number listed for the company now goes to his cell phone. No other employees are returning emails. I called another business nearby that also contracts with them and they said the exact same thing has happened to them. They also talked to [redacted] on Friday and have not been able to reach him since.Desired Settlement: To find out what is going on and to have this complaint on record for this business.

Business

Response:

Our cleaner experienced a family emergency and could not clean for several days. This pattern was very unusual for the cleaner. We did not have the information to provide until this crisis was resolved. I have spoken with [redacted] and it appears we have this issue resolved at this point.

Consumer

Response:

I have reviewed the 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.

We would like a record of this complaint to exist. [redacted] did not notify us that our cleaner would not be coming, and once I contacted him about it, he told me he knew the situation and was frustrated. This was last Friday and he said he expected our cleaner back that same day. When he did not come, [redacted] did not return phone calls or emails. We went without a cleaning service for about 10 days and we were the ones trying to find out what was going on and if we would have someone.

We expected Vanguard would provide another crew. Regardless of the situation, [redacted] was asked to call me back Friday afternoon. I gave him my home phone number. He avoided our calls and emails and did not get back to us until 6 days later. Not acceptable.

Regards,