I hired this company for full house cleaning to prepare for staging and listing to sell.
I am selling my home, and arranged for full house cleaning, specifically targeting washing windows, window wells, baseboards and light fixtures, for an agreed price of $200. I scheduled this cleaning for 8/29/13 for 11:00am. I was told by Office Manager ************* there would be 3-4 coming. I advised her that a photographer was coming at 4pm that day for house adviserting, and I needed the job to be completed and cleaners out of the house by 3:45pm. This was agreed to verbally.
At 11:30am on 8/29/13, I called to see where the crew was. I was advised by ***** that the crew was delayed, and would be there within the hour. I again verified they would be cleaning windows, baseboards, etc and ***** confirmed that would be completed.
The crew of 2 arrived at 1:40pm. I asked the ladies where the others were, and they said they were the only ones coming. I explained the timeframe to them and they said they would be finished. I went to the bonus room to be out of their way.
The ladies were finished by 3:45, but had completed a "Rotation 1" cleaning, concentrating on the kitchin, eating area and laundry room. No windows, light fixtures, baseboards or window wells were cleaned.
I called the office on 8/30/13 to complain. I was told the ladies did the job they were supposed to do. When I mentioned the specified areas, ***** was they were done. I asked that owner, ***** ****** call me. I called 2 times after that and never received a callback.
On 9/4/13 a withdrawl of $175 was made on my debit card by The Cleaning Authority. I went to the neighborhood ******* bank on 9/4/13 to see if payment could be reversed for work not completed. Unfortunately, this cannot be completed on a debit card. However, the officer of the bank, ****** offered to call The Cleaning Authority regarding this issue. She talked to *****, and then put me on the phone. ***** advised me the work was completed, the ladies called in from my home phone at 12:30 to report they were at my house. I advised her I have never had a home phone, and no one used my cell. She then advised me I "ordered them out of my house" at 3:45pm, which is not true. I asked her why $175 was taken from my account instead of the agreed upon fee $200. She advised me the ladies were at my home for 3 hours, and that was the charge for 3 hours of work.
I again asked for the owner to call, but as yet have not heard from him.
Refund of $175.00.
When I previously had this company on a bi-weekly basis, I was involved with Rotation 1,2,3 and 4 and paid $75 each visit, and know what that entails. However, in this instance I did not receive the specified service I had requested. I specifically asked if they did whole house cleaning, and was advised by ***** they did.
I have already set this house for staging, with people already scheduling viewings, and even though ***** claimed they would "make it good even though it was my fault", I would rather not have to tear the staging down for a possible full house cleaning, then re-stage again as well as postpone possible buyers. I have spent alot of time trying to get this issue resolved with no results.
Friends have asked why I went to this company for this service. Mr ****** is a veteran, and even though this is a national company, he owns the franchise and I want to support our local business.
In this instance, I am not sure Mr. ****** is even aware of this situation since I can't seem to get past the office gatekeeper.
Business' Initial Response
Contact Name and Title: *************** Owner
Contact Phone: 615-758-9994
Contact Email: *************
This is not my customer. I do not service the Murfreesboro area.
Consumer's Final Response
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept this resolution of full refund.
Please advise ********* the only work scheduled were the windows washed, window wells cleaned and baseboard washed. If this is not a service Smyrna Cleaning Authority provides I should have been informed on the intial call. This would have saved a lot of aggrivation for both parties.
Business' Final Response
Contact Name and Title: Wylie N. McNair
Contact Phone: 615-459-0262
This customer had used our regular bi-weekly service from Oct 24 2011 until Oct 13 2012, or one year and is very familiar with our system and how we operate as teams of two. In the 21 cleans she received from us, this was our standard team. She also is aware we do not clean the glass on windows, we thoroughly wipe the window sills, ledges, frames, blinds as we did for our one year of regularly scheduled service.
I always schedule an in home estimate, even on One Time Only cleans, to insure I can see what the job entails and give the prospect an exact quote so there will not be any surprises on either end. Since she was a long time satisfied customer and already knew our program very well, and since my manager went over the pricing and amount of time we would clean for that price, we agreed to go ahead and schedule her over the phone. We told her if we did not stay the full time quoted, we would not charge her the full amount.
Our customers receive a "rotation slip" with each clean that explains which area of their home is on "detail" that week and what additional items would be done in those areas. The entire home gets a great clean each time, but one area is on special emphasis. Since this was an old customer getting an extra cleaning, the system generated this "rotation slip" instead of the "One Time Only" letter that explains we detailed all areas of the home. My manager did not catch this, but it was explained very well to the team this was a One Time Clean and also to the customer. (Statements on file from employees and manager)as to knowing what was to be done in home. They also explain in these statements they did all of what was supposed to be done. This was an experienced team, one employee having been with me for over 4 years.
We use a very sophisticated software system for clocking in/out of homes. The team leader dials an 800 number to both clock in and out of the home. By entering the customer account number, the system recognizes through GPS their location to insure they are at the customer location and clocks them in to home. Their team color changes from white to pink on our computer day screen to indicate they are in home. When they clock out, it changes to gray to indicate they have completed the clean and left. If they use their cell phone to clock in, we also have them call the office at that time to let us know they are there. The team clocked in to this home at 12:37 PM and clocked out at 3:14 PM. When we initially spoke with this customer on Sep 3, she indicated they did not arrive until 2:45 PM. Her recollection changed later to 1:40.
We cleaned this home on Thursday, August 29th. We did not process her credit card for payment until the next week. We did not hear from this customer at all during these 5 days as to any complaints. As a long time regular customer, she is also aware of our Satisfaction Plus Program, which states if she is not happy with any thing about our clean, she can contact the office within 24 hours and we will be back out same day to fix to her satisfaction.
She contacted our office after she went to her bank and tried to stop payment. When they told her she could not (the bank called us and we explained we would be happy to take care of her concerns if she would call us) my manager spoke with her and she stated she was fine with us coming back out to meet her and fix whatever she felt was not right. I wanted the same team to go back out to this home, along with my manager and myself, so she could state to my team they were "lying" as she put it about when they arrived and what they did. I wanted to get this cleared up and to insure she received everything she paid for and was happy with the clean. The customer was supposed to call back and arrange this time with the manager.
The next day a man entered our office while I was out and identified himself to my manager as a Private Investigator?? but did not provide ID. He stated if the money was not returned to this customer by noon the next day, they would haul us all to court the next Wednesday. My manager explained I was out of the office with prospects, but if he returned the next morning between 8:30 - 10 AM I would be there. He said he would do so. He never returned.
Even after this bizarre and unusual incident, my manager tried to call the customer again to get resolved and set up a time to redo the clean. She would not answer her phone. I decided it best to not have further contact and wait for this "court date"?? to explain our case.
The next I heard from this customer was just a couple of days later in the form of this complaint.
I pride myself on making sure every customer gets what they feel they paid for, but also hold steady to the belief that I do get paid for our services. I believe if she would have contacted us immediately upon my team leaving her home with her concerns, we could have resolved that very same day.
My company's reputation is very important to me. I will refund this customer the entire amount of this clean ($175) as long as she states this is satisfactory arrangement and will not impune this company in any form going further.
Thanks. I can forward the statements from employees and manager via email if you would like. I would also like to provide additional information and can be reached at 615-459-0262. PLEASE CHANGE CONTACT INFORMATION FOR THIS OFFICE!! YOU SENT TO THE MT JULIET OFFICE OF THE CLEANING AUTHORITY.