Washington Roofing Solutions, LLC

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? Once again I have a hard time to digest that it took TWO employees hrs to ‘clean’ a 900’ sq ft cottage, when the cleaning job did not include cleaning? the interior cabinets and some exterior cabinets.? Here is what I saw when after Molly Maid cleaned the cottagerooms were vacuumed? ? rooms ?" window sills were dry-wiped ceiling fans ?" dust cleaned from blades Kitchen floor mopped Counter-top wipedStove top cleanedRefrigerator / outside wipedRefrigerator- didn’t need any interior cleaning already doneBathroom ?" enclosure, sink and toilet cleanedBathroom- floor mopped? What I didn’t see or notice:Kitchen cabinets ?" some exterior but ALL interior cabinets were not ‘touched’This includes wall and base cabinets.Stove- inside not cleanedBathroom-sink cabinet & drawers not wiped out? You mention a large amount of ‘dust’ and ‘cob webs;’? since I was in the house and took out furniture I would think I would have noticed an over abundant of cob-webs and dust.? I did notice some in the corners of the wall but nothing excessive.? “Major appliances took a lot of effort” - ? in what regard.? The refrigerator was empty; they only had to clean the outsideThe stove top was cleaned but not the interior.? The dishwasher exterior was wiped.? All of sudden you are now mentioning mold and pet odor? Each time you respond to me there is something ‘new’ you want to bring to my attention.? This is bad business.? As far as mice droppings, I don’t know of many households that do not have some mice droppings in pantry’s or floor cabinets but it isn’t like they made a nest and living there as you are implyingBed Bugs ?" once again your employees were wrong and NEVER mentioned until I made the first call to you about my concerns.? I have receipts and comments from an exterminator that there are no signs of roaches, bed bugs, or mice in the house.? Again we are talking about TWO EMPLOYEES working hrs and did not deep clean.? I understand you are defending your employees which is commendable but I am a person of principle (as noted in an earlier email) and have no problem paying for work performed.? The problem is the work was inadequate for the time and charge.? Regards, [redacted]

I hope you are well.? I wanted to respond to your most recent letter and help clarify any confusion about the service provided on July 7th.? The service you hired was for a move-in/move-out clean of your cottage on Lafayette.? When we do move-out cleans it can be a little tricky because we haven’t seen the home before we send the team.? What we do is offer a ballpark idea of how long a home about the size of yours would generally take.? We go by the hourly rate of $per hour for the team of two trained professionals.? This allows us to have a team out as soon as you need us, without the delay of having our estimator come out.? When we go by the hourly rate you are only charged for the time the team spends cleaning your home.? A lot of our customers prefer this option because they can prioritize the areas cleaned and stick to a specific budget.? When you booked the clean, the ball park estimate was for ?" hours, with a note to get your authorization for anything exceeding hours.? As I mentioned in my previous e-mail, our most veteran route manager recognized immediately that the clean was going to be challenging from the get-go.? As the team worked and approached the hour mark they checked in with the office to make sure they were good to continue the cleaning.? We spoke with you on the phone to authorize the team for another hour.? Per your authorization the team spent hours to clean your home.? I am sorry you were dissatisfied with the cleaning of your cabinets.? As you mentioned it took you over ten minutes to clean them.? If the team had spent more time to clean them as you had, the total cleaning time would have been more than hours.? Since we are going at the hourly rate, you are only charged for the time the team spent to clean your home.? The team performed hours of work, and you were not charged for any work not performedI again am sorry that you feel that we did not provide the service you were looking for.? I genuinely think there was confusion about how our service works when going by the hourly rate for a move-in/move-out clean.? I assure you, you were only charged for the work the team performed If you have any other questions please let me knowHave a wonderful day, Christopher

We have resolved this issue with the customer and we refunded the client in the full amount of her orderThe client was refunded $on November 3, No further credits are dueIf you have further questions or would like to discuss in more depth, please feel free to contact me at the telephone number below

Our statement that the client had been in possession of the shoes for days was to indicate that there was a week period when the damage could have occurredYes, we do allow returns for up to days assuming that the product is in new and unused condition, which these shoes were notThe damage to the shoes is the following - there are crease marks in the leather on top of both shoes and there is a white mark on the right side of the right shoePerhaps this damage could have occurred from the customer trying the shoe on if the shoes were too small for himIrregardless, the shoes are damaged and were damaged in the client's possession and they cannot be resold to another client in this conditionThe shoes were brand new when shipped and inspected by our quality control team before being sentTherefore, we are unable to accept them back for a refund as we have told the client on several occasionsWe stand by our decision that we will not accept these shoes back from the client

Hi ***! Thank you so much for taking the time to reach out to usWe are always looking for ways to improve, and your feedback helps us greatlyFirst, I’m sorry the team did not deliver the Molly Maid clean that we are known for. We always want to exceed your expectations and it looks like
that did not happen. As a part of our 100% Satisfaction Guarantee we will have the team come back and retouch any areas you are not satisfied with either that same day, or the following business day. I believe the timing was unfortunate, as the earliest we could have a team to perform this re-clean was Monday morning. If you should ever need our service in the future please don’t hesitate to call. As you mentioned we have credited your account for a free hour of cleaning. We will also ensure the Quality Checker is on site to make sure we deliver a perfect cleaning for you. Thank you again for sharing your experience with Molly MaidWe hope to hear from you soon!

Thank you very much for your support regarding complaint #***.I apologize for not responding sooner; I was out of the country and only returned last night. I wanted to update you that I took the shoes in question to the Hermes store in DC, where I now live, and the sales team at the store was terrific. They apologized profusely about what they saw as a clear mistake (they saw no damage after inspecting the shoes). Further, they allowed me to exchange the shoes at full value, even though the day return policy had passed. They indicated they had never heard a story of such poor service from their New Jersey center and stated their intention to raise the matter with their management.All in all, I'm happy with how the issue was resolved, thanks to the team at the store in DC. I would definitely warn other customers about their online sales center in NJ. I know I myself will never again use them

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint I have discussed the context of Molly Maid by previous conversations with Christopher S I am a person of principal. There is no way it can take people hrs to clean a square foot cottage (logically that is hrs for person). There was no furniture so rooms only were vacuumed and window sill wiped with a dry cloth. Two of the rooms have ceiling fans which had to be wiped/cleanedThis leaves a very small bathroom with a new tub enclosure, no grout to clean.This leaves the kitchen. I left all cabinets door open for Molly Maid to clean the inside and outside of the cabinetry. The inside was NOT touched and I have photos to show the dirt. Some of the outside cabinets were also still dirty. Molly Maid said they cleaned the stove, yet it was wiped on the top but inside nothing was done.Molly Maid (Christopher S.) said the move-out was a deep-cleanIt was not. I don't know how the employees of Molly Maid spent hrs but it was not dedicated to cleaning this small cottage. Christopher Sstated he has GPS on their vehicle and knows they were at the cottage for the entire time; this may be true but they did not spend the time cleaning.It was not until I complained that Mr Ssaid the employees found mice drippings and a bed bug. I would think that if this is the case, especially any sign of bed bugs, that Mr Swould have told me this prior to my complaint. This is just good business. After it was mentioned, I told Mr Sthat I had already scheduled exterminators to spray and check for any unwanted creatures. There was NO sign of roaches, mice or bed bugs. I have the receipt for this too.Mr Smentions in his response that "I told him" it took me minutes to clean the cabinets so he returned $6.50. He must of misunderstood our conversation since it took me over an hour to do a job they should have completed within the time noted.I am not asking for the entire payment be returned but hr (or $78). I recognize they did some cleaning but definitely not a move-out or deep cleaning.Thank you for assisting in resolving this matter
Regards,
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***---I just want it to be clear that no one came out to clean the house and the company charged $for a service they did not provide. How can money be charged when they didn't have anyone available to clean the house?

I hope you are well.? I wanted to respond to your most recent letter and help clarify any confusion about the service provided on July 7th.? The service you hired was for a move-in/move-out clean of your cottage on Lafayette.? When we do move-out cleans it can be a little tricky
because we haven’t seen the home before we send the team.? What we do is offer a ballpark idea of how long a home about the size of yours would generally take.? We go by the hourly rate of $per hour for the team of two trained professionals.? This allows us to have a team out as soon as you need us, without the delay of having our estimator come out.? When we go by the hourly rate you are only charged for the time the team spends cleaning your home.? A lot of our customers prefer this option because they can prioritize the areas cleaned and stick to a specific budget.? When you booked the clean, the ball park estimate was for ??" hours, with a note to get your authorization for anything exceeding hours.? As I mentioned in my previous e-mail, our most veteran route manager recognized immediately that the clean was going to be challenging from the get-go.? As the team worked and approached the hour mark they checked in with the office to make sure they were good to continue the cleaning.? We spoke with you on the phone to authorize the team for another hour.? Per your authorization the team spent hours to clean your home.? I am sorry you were dissatisfied with the cleaning of your cabinets.? As you mentioned it took you over ten minutes to clean them.? If the team had spent more time to clean them as you had, the total cleaning time would have been more than hours.? Since we are going at the hourly rate, you are only charged for the time the team spent to clean your home.? The team performed hours of work, and you were not charged for any work not performedI again am sorry that you feel that we did not provide the service you were looking for.? I genuinely think there was confusion about how our service works when going by the hourly rate for a move-in/move-out clean.? I assure you, you were only charged for the work the team performed If you have any other questions please let me knowHave a wonderful day, Christopher

? I hope you are doing well.? I’m sorry you were unhappy with your cleaning on July 7th, and I again appreciate you taking the time to give us your feedback.? I had a chance to speak with the team again to try and get a few more details about the cleaning as you had requested.? First, the route manager of your team is one of our most veteran route managers, having worked with us for over three years.? She said this clean was particularly challenging from the beginning.? Although the house was empty, the amount of dust and cob-web build up was substantial and required special attention? They said there was a strong pet odor, which usually will require thorough scrubbing of all surfaces? Typically the team will start from the top of the room and work their way to the bottom.? They mentioned the ceiling fans needing a lot of work to get the caked dust off, and there were cob-webs hanging from floor to ceiling.? The team leader also said the major appliances took quite a lot of effort due to the buiand mold? The team said the majority of their time was devoted to cleaning the kitchen? While cleaning the kitchen cabinets the team noticed evidence of mouse droppings.? This can be a tricky situation as a cleaner.? Of course we want to provide you with the very best clean but we have to be careful not to put our workers at risk in an unsanitary environment.? The team said they did the best they could to remove all the droppings and clean the cabinets accordingly.? Your cleaning was at our hourly rate, and you are only charged for the time the team spends to clean your home.? Therefore if there were time not spent to clean certain areas , you were not charged for it.? The team usually wraps up the cleaning by vacuuming and mopping their way out.? While doing this the team leader noticed bed bugs on the curtains.? In this situation we have to think of our other customers, and cannot risk contaminating their houses? The route manager wrapped up the mopping and made her way out the front door.? All in all the cleaning took hours at the hourly rate of $78/ hour for the two person team.? The total came to $for your cleaning, however after seeing your pictures of the cabinet wipe out you were credited for ten minutes of cleaning ($6.50), bringing your total to $266.50.? I hope this helps to answer your questions about where the team spent their time in your home.? If you have any other question please feel free to give me a call Have a wonderful day, Christopher

The client ordered the shoes from us on April 19th and they were delivered on April 27, 2016. The client had the shoes in his possession for 15 days before sending them back for a refund. The return was initiated on May 13, 2016. Per our return policy, the client must notify us within...

10 days of receipt if there is a problem with the order. The client never contacted us to let us know there was any damage to the shoes upon receipt. We believe the client is being deceitful in trying to return shoes that he has worn. We rejected the client's return and sent a letter on company letterhead on May 23, 2016 stating that we would not accept the shoes for return. The client claims that he called us on 6/10, 2016, however we never received a call from him on this date. The client did not contact us again until over two months after we rejected the return, on July 23, 2016. After reviewing the order notes, the Manager on our team called and left the client a voicemail reiterating the policy on July 27, 2016 and the client never responded to this voicemail message. The shoes were sent brand new to the client and have clearly been worn.

We have resolved this issue with the customer and we refunded the client in the full amount of her order. The client was refunded $719.40 on November 3, 2015. No further credits are due. If you have further questions or would like to discuss in more depth, please feel free to contact me at the...

telephone number below.