Business ProfileforPixie Dust Cleaners, LLC

I was first quoted $260 for my four bedroom two bathroom house for a standard cleaning, and $340 for a deep clean. Then I asked for quote for a standard clean of just two bedrooms two bathrooms, kitchen and living room, "about $165".
The day of my cleaning we decided to go with the two bedroom two bathroom standard clean option because the other rooms in my house don't get used as much.
My charge ended up being $325 -I feel like I wasted at least $200 of it. Contessa did an excellent job in my master bedroom and master bathroom, however things were missed in every other room in the house, and my kitchen was barely cleaned at all.
Contessa highlighted the excellently cleaned areas when they finished and I paid them without question assuming that all the other areas were cleaned as excellently, (although very disappointed with the enormous increase in price). Soon after they left on a Friday evening, I began to realize that most of the house was not cleaned well at all, and notified Contessa immediately. She told me they could come Monday, but she had two houses to clean first, or she would give a $50 refund. A $50 refund was totally unacceptable to me considering the overall charge. I made sure that I was home all Monday afternoon, and told Contessa so, she told me that it may be late by the time they come over. I tried to contact her several times through Monday evening and did not get a response until after 8 PM saying that they were still working on their last house. I told her I'd be available first thing the next day, she said that she already had somewhere to be, so I asked when she could come and told I was very flexible and mostly available over the next couple of days. I did not get a response.
Very disappointed to have one adult and two teenagers show up to clean my house and charge/expect to be paid $150 an hour.
I have hours of wasted time and now work to do to correct all the problems.

Check ****** review to see the cleaners response.

Yes we did quote you $165 for the standard cleaning of the rooms mentioned however it was not disclosed to US during our phone interview in which we gave you the estimate that you had severely neglected the cleaning over several months due to a recent surgery.

The client signed a service terms and agreement that the price is subject to change based on the amount of times it takes at $50 per hour per person. It does not matter the age of my employees my teenage daughters are 13 and 15 years old and are both legally able to work. This client is discriminating against their age.
As far as the cleaning goes this client was happy when we left after we completed a walk-through, I did not only highlight the areas that were done excellent. I did show her the areas that she had pointed out as concern areas such as her shower because she stated she's had "every other cleaner in town" and not one of them was able to get the soap scum out of her shower which I was able to do. However it did take extra time because this was at least 6 months worth of soap scum.

The only items that were missed in the kitchen were the large appliances on the countertops that did not get moved and cleaned under however the rest of the kitchen was thoroughly cleaned. The other area that was complained about was that we did not move a large rocking horse and bean bag in her daughter's room and vacuum under it however it states in our service agreement which she signed that we do not move large items. The fireplace mantle was missed and the left bed post in the master bedroom. Does the only complaints the customer had and now they have changed it to the entire cleaning was not done appropriately.

When she contacted me on Friday evening I apologized and told her I could come back Monday to fix it but I had two other clients to clean that day and that I was not sure what time it would be. I reached out Monday afternoon to let her know that it was looking like it was going to be late before I could make it there. I then messaged her again at 8:00 p.m. while I was still at a client's house working late to let her know that I was working late. She then let me know that she would be available the next morning to which I informed her I already had a client scheduled for that morning. She then asked when I could come the next day to which I had not yet responded because I was still out working. That's when she got upset and sent me a message stating that she doesn't think it's fair that she's not given priority over my other clients. I explained to her that I cannot call and reschedule my appointments to come back and do 1 hour worth of work and that I was trying to fit her in. She started the $50 refund I offered her was not enough that she wanted $100 back. I told her it was insulting that she asked for $100 back because the amount of stuff that was missed was not equal to 2 hours worth of work.

I explained I had already discounted her because instead of charging her for 3 people I charged her for 2.5 people because one of my daughters was still training.

She told me to refund her the $50 because she didn't want to wait for me to fit her in. To which I did refund $50.

After refunding her the $50 is when she then went and left me a bad review and has now submitted this to the better Business bureau. The only reason she is unhappy and complaining is because I wouldn't refund her 50 more dollars.

I feel as if I did everything I could to correct the situation. I responded immediately when she messaged me with her complaints, I apologized, I offered to either refund her $50 or come back and fix the problem, I tried to fit her in my schedule as soon as possible, and when all that failed I refunded her $50.

Boy you are pulling out all the stops. Yes I think you charging your full $50 hourly rate for NOT FULLY TRAINED teenagers is entirely unfair, when no one would expect that. Why? Because they are, for one, going to be slower, not being fully trained -and two more likely to make mistakes. Call that age discrimination if you want!
Also, I told you all the companies I've tried in town miss things- just like you, come to find out... but any of the rest of them prioritize all their clients equally even after they've been paid! I told you they missed things- go read it, not they couldn't get the soap scum out of a fiberglass shower... you and I discussed in person, one company that doesn't use appropriate products that didn't, not couldn't get the soap scum off.. You're not the only cleaning company out there that uses Dawn and a magic eraser. You can refer to the picture/screenshot on your ******** page's review of our conversation- the picture that also contains me telling you I had surgery scheduled for 9/8, two weeks prior to cleaning. Weeks not months. Anyone can also go there and see the picture of my little girls rocking horse- that you said you didn't move because it's a "large rocking horse" it's hollow and plastic, weighs less than five pounds. That's an exaggeration, just like you saying cleaning had been severely neglected for months... I have pictures of absolutely everything missed and those alone shows some dust, not severely neglected dust. The reason I said I'd settle for a $100 refund is everything that was missed and your very poor customer service of leaving me waiting all afternoon and evening Monday- I understand you're not great at estimating how much time it would take you to do my house, or the house you were at the day you left me waiting, but a simple text would do- you could've said something before the evening!!! At maybe 5 or 6 o'clock to let me know you were in fact not going to make it. I would've accepted a $100 refund of my money for the mistakes and all of my time you wasted, THAT would be customer service/100% satisfaction guarantee, but you refused ignoring the fact that you have inconvenienced me on top of not completing the job well. We're talking 6 or 7 hours I spent waiting around on you from your vague description that "it might be late" Do you have any idea what my time is worth??? But you didn't care, the clients that had yet to pay you were more important... $100 I would've been satisfied enough, with what work was done and the over all price paid. But you refused and would not schedule me to fix the mistakes so I instead accepted your $50 refund and have given you an honest review- which as I've already said is the only thing that has gotten your attention. You say it's only an hour of work- then why was it so hard to fit in?
I was not happy with your work when you left- no that's something different, I took you at your word... that you "do a good job" and given the areas you showed me, I thought the rest would be the same.. I did not realize you needed to be checked behind, so that is my fault, obviously you do. I also thought you had integrity and would show up to fix the mistakes, and then when you didn't even do that I assumed you'd at the very least schedule a second time to come finish the work. After all of those failures yes I expected a more substantial refund. So you're upset that I have given you poor reviews. All of this is poor business practice. Do you really think this is how you should treat customers? I have not said a single thing that isn't true and most of it is in photographs and our messaging. But the truth is offensive to you? I'm not satisfied. And you think you're going to argue me and your potential future customers reading this into thinking that I should be satisfied.
You'd have had much more success honoring your word, or refunding me what I requested.