ComplaintsforAngelo's Cleaning, Inc.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** review:If I could give zero stars I would. I am updating my review with pictures of the terrible job that was done on a less than 1 year old couch. There was also a large cleaning stain left on my hardwood I already cleaned up, I took another picture and there is some Remanence still there if you look closely. Also to note, it was agreed upon by Angelo himself to refund my money in exchange for me taking the review down this morning via phone. I then called back and requested the check to be mailed back to me and he stated "I wasn't going to tell you but we cashed the check already, you are not a nice person, I will take a bad review so I can explain myself." This man for two days has tried to blame me for his behavior and his employees behavior and it will not be tolerated and I will be reporting it to BBB, etc. The incidents that occurred yesterday as followed: Their customer service was appalling. My scheduled appointment time was 1230. It was near 1 pm and no arrival nor a call. I called the office and a man stated "oh they are still in Havertown they wont be there soon." I then stated I have an appointment at 1:30 as I work from home can they come later and he said "absolutely 230." 3 pm rolls around and I get a call "hey we are on ... road" I said I love on .. drive which was made very clear to whom I spoke to when scheduling. The man rudely stated "I will be late" and hung up. I called the main office to speak with whomever and express my concerns about the cleaning lateness etc. and he said "I don't know what to really say you were the one who couldn't do 130 because of work," I requested compensation due to all what happened throughout the day and he stated "I can give you some off." Two men arrived while I was on the phone with the man in the office, (I now know was the owner Angelo.) When I informed them of the price agreed

  

  Business response

  11/11/2021

  We are very confused about why she is so angry. She was scheduled for us to arrive between 12:30 and 1:30 pm, we always have at least a one-hour window for arrival, which we think is very fair for both parties. We will usually call our customers to update them if we are going to be outside that hour window, but they were in route to be there before 1:30pm. At 12:48 pm only 18 minutes into that window, we received a call asking (long story short)for us to arrive at 2:30 (a new hour window would now start) because she had an appointment at 1:30, we thought we were offering exceptional customer service by trying to accommodate her. Meanwhile the technicians scheduled for her job had to kill an hour and a half, there was nothing they could do, and they still had one last scheduled job to get to, which we were late to our last customer because of this. Our technicians would have arrived right at 2:30 at the new agreed time, but it turns out that simply putting in road after her address instead of drive, it took the technicians 45 minutes away from the right address. She mentions how she pointed that out, but our scheduling program will only allow us to put in what ****** recognizes and thats what it recognized. They immediately called to explain what had happened and basically said they were now going to be later than 2:30. Most people would have understood. At 3:15 I answered her call and knowing only that she had requested a 2:30 appointment she took a very angry stance with me and demanded I give her a discount, or she will send us away, fearing that she would give me a bad review if a refused, I offered her $25. Off a $150 Job. She demanded $50.00 off and even refused to pay the sales tax on what she did pay, so now I must pay her sales tax. We gave her a whopping 33% off because we went to the wrong address, while still within our 1-hour window. The technicians arrived while I was being told how I had to give $50 Off and my tech did exclaim something to the effect that was mentioned.This morning when I called to follow up with how the sofa turned out and hopefully to get her to remove the bad review and talk about yesterdays events, she immediately got defensive and said that I was talking very inappropriately to her when I was trying to explain our 1-hour window. Now she was demanding me to refund all her money because she wasnt happy with the sofa cleaning. I explained that we have a 30-day satisfaction guarantee and she refused. The pictures posted look like some areas still needed to dry or a quick touch up visit to address these areas, which is covered by our 30-day satisfaction guarantee.  She said to refund the whole job,or she was going to post this review. I originally agreed, feeling this was the best way to put an end to this. When I hung up, I found out that the check was deposited the night before. I decided I was not going to call her for fear of other false accusations about me being inappropriate. When she called me to ask me to mail the check back to her, I explained that it had already been deposited.When asked what I was going to do, I said I will take the bad review so I can explain our side and I felt like I was being black mailed, and I wasnt going to have it. -Angelo - Owner

  Customer response

  11/19/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: they are lying. I was never told of a window of time and the verbal abuse is unacceptable and should have never happened by the staff and owner. 
  
  Regards,
  
  ******* *
  

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