ComplaintsforMaple Premium Services Ltd.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of Transaction: 08/29/2022 and 08/30/2022.Money Paid to the Business: $345.45. Invoice #****-Carpet Cleaning-31 ******************.Business committed to clean the Carpet on my basement, 3 stairs with carpets, and a small rug.I requested the company to reimburse the money paid as the work was not well done and the carpets are still dirty. They are not willing to do it.The business did tried to resolve the problem and because I complaint immediately for the bad result on the 29th on August, they re did the service the next day on the 30th.Unfortunately the result continued being not according to a professional service.Owner of the company came on the 29th and admitted that the work was not well done, and that is why they had to re do it the next day.******** Pictures and Video after the company had come twice to my place.

  

  Business response

  08/09/2022

  1.I want to express my total disappointment with this complaint that in my opinion my company doesn't deserve. 2.On August 29th one my cleaners went to the house in question, in order to do a carpet cleaning job. 3.Before my cleaners started the job, they realized that some of the steps of the carpet (the white carpet stairs) had a special stain. So, my cleaner notified the owner verbally: The white stairs carpet may or may not remove some deep stains especially in the high traffic areas. 4.Despite the warning, the owner agreed to start the job.5. At the end of the job there were no complaints at all, instead the owner was so happy that she gave my cleaners chocolate bars and paid the invoice. 6.On August 30th the client called us to complain about the job, so we answered her:  in case you are not satisfied with the service provided and a recommended time was given, we are willing to return within the next 24 hours to resolve the questioned area, without extra charges. As our policy mentions in the quote before the job. The owner didn't want our cleaners back, she just wanted the devolution of the money, however, I decided to visit the house and review the job and I decided to redo it and my cleaners came back on August 31rst and they did all the work again and even cleaned out the basement that they shouldnt have done.7. Despite all our work being delivered promptly, the client was still dissatisfied and began sending too many messages to both the company cell phone and company email using negative adjectives towards our company and our cleaners. She also threatened us that if we did not return the money she would place us in BBB.8.We answered her by mail, explained all the process we did, and we told her that our policy mention We do not make refunds as we stand behind our work with professionalism .Finally we got proof in order to show our professional job and we ******** some photos and the note that my cleaner posted into our professional platform. *******************

  Customer response

  09/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  The statement done by the Company is inaccurate, because it is presenting the events in a wrong way. ** ** *** ************ ** ****

  There is no resolution to my complaint. The job was still poorly done, and my stairs are still dirty and the rug at the entrance of the house was not cleaned.

  If they say that they do not refund money because they stand behind their work with professionalism, in my case their work was not professionally done, as the results can prove.

  I want my stairs and my rug clean, because that was what I paid for.

  Please help me to recover my money so I can hire another company that can deliver a service with quality.

  Thank you

  
  Sincerely,
  
  *****************************

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