Horrible housekeeping job. Customer service is just as bad. Don't use this company!!!!!!
On March 26, 2014 I had one of Anna's Housekeepers come to my home to clean 2 bathrooms, a living/family room and a kitchen. Their fee was $70 for 4 hours. The person was on time, in fact, about 20 mins early. She told me she would dust, do floors mirrors windex, etc. I wasn't expecting anything dramatic, just clean. When I say nothing was dusted, I have pics to prove it.
I called the supervisor and sent them at least 10 pics (which she claimed she couldn't see the dust in the pic) of things that weren't dusted or cleaned, including coffee tables, bookcase, stereo cabinet, tv, etc. Dirt was swept into the corner, floor cleaned with a paper towel while she pushed it around with her foot. I questioned her about the shower and she said it was the best she could do. At this point I knew I wasn't gonna get anywhere. She left early stating she was done. I guess it was my fault b/c I didn't walk around and inspect everything. I didn't think I had to babysit, but with this company you have to.
I asked for a refund and the supervisor told me she had to believe her employee and I wasn't getting anything back. In her eyes "it's resolved". I could have sent at least 15 additional pics, but it wasn't worth it at this point.
It's not about the customer, it's simply about the cash. Do some research on them, you'll see the negative comments. I told them I was going to submit a complaint to BBB and the supervisor stated "I don't care, do what you want".
I requested a refund of my $70 because I seriously have to re-clean everything all over. It cost me my cleaning materials, b/c I think she poured them down the drain. I would also like to be able to post pics as proof.
From: ****** ******* (mailto:**************@yahoo.com)
Sent: Tuesday, April 01, 2014 4:40 PM
Cc: ANNA'S HOUSEKEEPING; ****** *******
Subject: Complaint # XXXXXXXX/******* ******
Complaint Case # XXXXXXXX
The client's mother called us on Thursday, March 27TH, 2014 because her daughter, ******* ****** had service with one of our housekeepers on Wednesday, March 26, 2014 (scheduled from 1:30pm until 5:30pm) and stated her daughter forwarded pictures to her of what the housekeeper had cleaned and she was upset about the pictures. Her first complaint was that the housekeeper did absolutely nothing and wasn't there for the whole four hours of service. I explained to the mom that I spoke to the housekeeper around 5pm or a little afterward and the housekeeper was there at her daughter's house cleaning. I then explained that the housekeeper would be in later that day and I will address the issues with the housekeeper. The client's mom gave me her phone number and she told me she probably wouldn't be there, so just talk with her daughter.
I then called and spoke to ******* ****** (the client) in reference to her service and she told me the housekeeper arrived early and started working 15 minutes early and she advised me that she stayed and worked the whole four hours. The client told me that before the housekeeper actually could start work, she had a lot of dog hair that she needed to get up first. I Informed the client that I had spoke to her mom and then the client stated that she had pictures that she could show us in reference to the service. I told the client that would be great if she could send them to our email address, so we can go over the pictures with the housekeeper when she comes in later that afternoon and we will then call her back.
After reviewing pictures with housekeeper, we called & spoke to the client to let her know that the housekeeper was in the office and I wanted to confirm what the housekeeper is telling us. The housekeeper said she showed the client 2 spots in the bathroom that was not coming out with the solution the client provided to her. The housekeeper then suggested a product that could possibly do a better job.
The housekeeper also shared that before she left, she asked the client to look around her house and inspect it before she leaves to make sure everything was done to the client's satisfaction, so that if anything needs to be corrected, she could do it before she leaves her house. The client confirmed that the housekeeper did ask her to look around the house and she did take a look before the housekeeper left her house.
I then told the client that I would have my supervisor call her back after she reviews her pictures.
On Thursday afternoon we called the client back and spoke to the client and we acknowledged to the client that we did see dust on some things and we asked the client some other questions about the pictures. The housekeeper asked the office if she could return to the client's home to rectify her concerns and we asked the client and the client stated that she did not want the housekeeper to return to her home.
On Friday, March 28TH, 2014, we called the client again to see if she will take another housekeeper and she agreed. We then gave the information to the other housekeeper and she was scheduled to return to the client's house on Monday, March 31st, 2014. We asked the housekeeper to call the client the evening before and the housekeeper confirmed to the office on Monday morning that she spoke with the client Sunday night and that everything is all set to return to take care of the areas/concerns in question.
On Monday morning, March 31st, the housekeeper called the office and was standing on the client's front porch knocking to gain entry and the housekeeper called the client and did not get an answer and the client refused to let her in. The office then called as well and the client did not answer the phone for the office either. We then called the client's mom and she stated that she feels bad because she said she started all of this, but does not know what to tell us.
In closing , we never like to leave a client with a bad taste in their mouth about the company and we are willing to return even now, if the client is willing to allow us back in her home to try and rectify the problem.
I believe that the client reacted prematurely with her complaint and did not allow us time to fix it. The client stated that she was going to blast us all over social media, i.e: BBB, Thumbtack, Angie's List, etc... and that is unfortunate. The cleaning service was Wednesday, we received the complaint on Thursday, the original housekeeper was willing to go back out to rectify the concerns on Thursday or Friday and when the client refused to allow the original housekeeper to return, we found a substitute and had her out on Monday morning bright and early.
I am proud of the office moving so quickly on this and I hope that anyone reading this would be as well.
ANNA'S HOUSEKEEPING PERSONNEL SERVICE, INC.
(The consumer indicated he/she DID NOT accept the response from the business.)
90% of Anna's response is false and lies. I'm not even sure how to respond to all the lies.
I just want to state that the day after the cleaning i called and expressed my problems with them and sent photos, hoping they would simply rectify the problem by sending someone else out. They told me "NO". I asked for a refund and they told me "NO". So I didn't complain prematurely.
I never agreed to a new appointment, nobody ever called to confirm an appointment. I was not even home when they "supposedly" came.
I'm not going to address all their lies because it will take forever and go back and forth. I am 45yrs and have never made a complaint to the BBB for services rendered.
They told me they were recording the conversation between us. I am requesting that they allow anybody who asks to hear it that they play it for them. All the proof is in that recording.
Final Business Response
I am once again saddened by the response of the client. I apologized and offered to fix the areas of concern in my last response. I even asked the client if she would allow the BBB to mediate for us and to help us come to a conclusion regarding when and how we can return to her home and fix the areas of concern. The client did not respond to this offer, but did say that she has requested a refund from her credit card company. It looks like my offer to redo the work and fix the areas of concern, is still not satisfactory and accepted by the client. It looks like there is nothing that I can do to fix this complaint, even after several attempts and apologies by me personally. I think it is noteworthy to mention again that the housekeeper also asked the client to check her work before she left the client's house and the client did check her work and did not ask the housekeeper to correct any areas, but still felt it necessary to lodge this complaint. I then offered to redo the areas of concern and the client is still not accepting our offer.The client spoke about what the service has cost her, I have had to pay the housekeeper that serviced the client and pay the housekeeper who returned on Monday morning March 31st, 2014 to attempt to do the redo work and was not allowed in. I also think it is noteworthy to mention that the housekeeper that serviced this client, before and since her service, have gotten very good ratings from other clients. In closing, I am again so sorry that this has happened and I am sorry that we were not allowed the opportunity to come back out to the client's home and correct the areas of concern.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason I was contacted was b/c I sent another photo of a horrible job on Friday morning, out of pure frustration, anger and disappointment.
Also, no appt time was ever confirmed and nobody called me on Sunday to confirm. There is a very easy way to get the truth. Ask the cleaner to show you a phone call to my home, that lasted more than 20 seconds.
I'm tired of being called a liar. I'm tired of their customer service and rudeness.
I appreciate the apology that is long over due. This could have been solved last Thursday if I spoke to people who cared about the business and the customer.
I have already requested a charge back with my credit card and hopefully you make this easy on me. I didn't receive what was promised to me or what I paid for. Once I get my $70 returned, the matter will be dropped and I will move on.