Things did changeThe customer added things that caused the clean to go beyond the "wipe down" that the customer originally contracted (verbally) forOne of the extras involved removing stickers from what were apparently new windowsAny time one deals with windows, including the elimination of smears, it takes a lot of extra timeOur records also show that we mopped the floor times to deal with the customer's "special" floor cleanerThe bottom line is the Supervisor told the customer that it would take extra time to satisfy his wishes and asked if he wanted to authorize the extra chargeHe agreed to the extras, altering our "contract"We are not asking for anything more than is due us, and it is the customer's failure to honor the agreement that resulted in the need to refer the matter to collectionsI hope this response clears any and all misunderstandings
Some products, where ever they are purchased, work better on some surfaces and in some situations, than others.It's obvious in this case the product was ill chosen, since we had to apply it times to get minimally acceptable results.This, of course, took a significant part of our extra time in the house. Depending on the number of windows and complexity of removing stickers, it could take from a few minutes to several hoursWe never maintained that the windows took all of the extra hour. It's presumptive of the customer to determine for us what payment methods we acceptOur services are not by any means only provided C.O.D. Our customers are always "billed" for the hourly rate quotedWe quote a time estimate or a time range estimate based on the answers to questions we ask new customersFactors are the size of the home, the number of people and pets in the home, and at least a dozen other criteriaSome people don't even know the size of their homes, by the way. So yes, unfortunately, some people are billed for more time than we are able to estimate based on incomplete knowledge or on changes requested by the customerHowever, we never continue past the contracted time without obtaining customer approvalAnd of course, that is what happened in this caseThe customer approved the additional timeApparently, since the Supervisor read the time wrong and accepted the check, the customer thought he was getting a pretty good deal, even though the Company Manager informed him almost immediately of the billing error
Things did change. The customer added things that caused the clean to go beyond the "wipe down" that the customer originally contracted (verbally) for. One of the extras involved removing stickers from what were apparently new windows. Any time one deals with windows, including the elimination of...
smears, it takes a lot of extra time. Our records also show that we mopped the floor 5 times to deal with the customer's "special" floor cleaner. The bottom line is the Supervisor told the customer that it would take extra time to satisfy his wishes and asked if he wanted to authorize the extra charge. He agreed to the extras, altering our "contract". We are not asking for anything more than is due us, and it is the customer's failure to honor the agreement that resulted in the need to refer the matter to collections. I hope this response clears any and all misunderstandings.
First, there "special" floor polish is a commercially available product at any Home Depot or Lowes and the instructions clearly state to apply one coat only. Maids N More was informed about this prior to providing a quotation for their services.Second, it doesn't take an hour to remove stickers from new windows and if it did then you shouldn't be in there cleaning business.Third, if the contract had been changed and a new price was agreed to then Maids N More would not have accepted my check as payment since their services are provided C.O.D.I would hate to think that other customers end up getting billed for more than they were quoted.II
Things did changeThe customer added things that caused the clean to go beyond the "wipe down" that the customer originally contracted (verbally) forOne of the extras involved removing stickers from what were apparently new windowsAny time one deals with windows, including the elimination of smears, it takes a lot of extra timeOur records also show that we mopped the floor times to deal with the customer's "special" floor cleanerThe bottom line is the Supervisor told the customer that it would take extra time to satisfy his wishes and asked if he wanted to authorize the extra chargeHe agreed to the extras, altering our "contract"We are not asking for anything more than is due us, and it is the customer's failure to honor the agreement that resulted in the need to refer the matter to collectionsI hope this response clears any and all misunderstandings
Some products, where ever they are purchased, work better on some surfaces and in some situations, than others.It's obvious in this case the product was ill chosen, since we had to apply it times to get minimally acceptable results.This, of course, took a significant part of our extra time in the house. Depending on the number of windows and complexity of removing stickers, it could take from a few minutes to several hoursWe never maintained that the windows took all of the extra hour. It's presumptive of the customer to determine for us what payment methods we acceptOur services are not by any means only provided C.O.D. Our customers are always "billed" for the hourly rate quotedWe quote a time estimate or a time range estimate based on the answers to questions we ask new customersFactors are the size of the home, the number of people and pets in the home, and at least a dozen other criteriaSome people don't even know the size of their homes, by the way. So yes, unfortunately, some people are billed for more time than we are able to estimate based on incomplete knowledge or on changes requested by the customerHowever, we never continue past the contracted time without obtaining customer approvalAnd of course, that is what happened in this caseThe customer approved the additional timeApparently, since the Supervisor read the time wrong and accepted the check, the customer thought he was getting a pretty good deal, even though the Company Manager informed him almost immediately of the billing error
Things did change. The customer added things that caused the clean to go beyond the "wipe down" that the customer originally contracted (verbally) for. One of the extras involved removing stickers from what were apparently new windows. Any time one deals with windows, including the elimination of...
smears, it takes a lot of extra time. Our records also show that we mopped the floor 5 times to deal with the customer's "special" floor cleaner. The bottom line is the Supervisor told the customer that it would take extra time to satisfy his wishes and asked if he wanted to authorize the extra charge. He agreed to the extras, altering our "contract". We are not asking for anything more than is due us, and it is the customer's failure to honor the agreement that resulted in the need to refer the matter to collections. I hope this response clears any and all misunderstandings.
First, there "special" floor polish is a commercially available product at any Home Depot or Lowes and the instructions clearly state to apply one coat only. Maids N More was informed about this prior to providing a quotation for their services.Second, it doesn't take an hour to remove stickers from new windows and if it did then you shouldn't be in there cleaning business.Third, if the contract had been changed and a new price was agreed to then Maids N More would not have accepted my check as payment since their services are provided C.O.D.I would hate to think that other customers end up getting billed for more than they were quoted.II