Complaints

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  According to my Acknowledgement of Services with Tishco, I am paying for housekeeping services two times per month (can not be opted out of). These services have, for the past 9+ years, been scheduled for 2:00 pm the first and third Tuesday of each month. I know the current housekeeper knows this, because she has actually shown up on those dates at the right approximate time previously. She has not indicated she wants to change the day or time. I usually call the front desk when she doesn't show up to ask if she was out and they simply forgot to notify me. I have called at 3:30 pm before and was told she had been in but already left, and that she wouldn't be making up the missed work, so I now call around 3 pm as needed. I have always been told she is in, but she doesn't show up. I have been asked by the receptionist what I need done, as the housekeeper would only have time to check my fire extinguisher (not perform any of the other housekeeping duties she is supposed to provide). She didn't show up at all in December 2023. She showed up January through March, but I had to call the first April appointment, and for the first time ever she showed up after a call. It's after 5pm Tuesday May 7, 2024 and she hasn't shown up. I shouldn't have to call the front desk to get a service I have an appointment for, and Tishco is obligated to provide. I shouldn't be told that the missed service, which I am obliged to pay for if she provides or not, will not be made up (past housekeepers always made up missed work). If she wasn't in today, I was never notified.

  Business response

  05/08/2024

  Hello,

  *** ****** actually denies service on numerous occasions. I have attached the Housekeeping Sheets where the housekeepers notate what service and when. I've also attached the "Housekeeping Etiquette" Flyer/Notice that is distributed.

  The "housekeeping sheet" that shows everything we do on the regular housekeeping day. If we cannot make it or there are any issues our housekeeper will ask the resident if they want to have a make up day for any missed day. She will set it up with them on a day that she has an available slot or a project day. We have sent out notices and inform all the residents to please understand the times will very due to some apartments needing more work, appointments being cancelled or for the housekeeper to get from one unit to another. We ask the resident to call the front desk if she is more then 15min late and we can give them an update. If for any reason the service is missed we always make sure they get a make up day. If the housekeep goes to the apartment and no one is there, she will try again and if they are not answering the door and we do not have permission to enter the housekeeper will not go into the apartment and will have to continue on to the next one. 
  
  When it comes to ******* she declines housekeeping every week. (she has done this since the manager has been there) Her housekeeping day is on the 1st and 3rd Tuesday of each month.  She will let the housekeeper enter her apartment once a month to check the fire extinguisher and do the inspection. Then on her next day she will tell the housekeeper she is not needed. Any time the housekeeper is not at her door exactly at 2pm, she will not answer the door. 
  
  The Manager spoke with housekeeping regarding yesterday and she said that she was running late and tried to knock on her door 2:15pm and then tired again at 2:30pm and at 3pm. She did not answer the door to any attempts. The housekeeper makes her best effort to be at her unit at 2pm but we have told everyone that times will very. If someone's bathroom needs extra time, or something is stuck in the vacuum that all takes time. ******* will not even answer her door if she is a couple minutes early. Even when she makes it to her place on time ******* declines service every time. Because it is her day to check the fire extinguisher she was planning on going to her place again today at 2pm. 

  Thank you,

  ******* *********

  Management Assistant

  TISHCO Properties LLC

  Customer response

  05/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  If it happens again, I would like to reserve the right to file another complaint, unless the BBB specifically does not allow it.

  Regards,

  ******* ******

   

  Business response

  05/09/2024

  Hello,

  *** ****** has every right to file a complaint; however, our procedure is to email ************************ or ************************ per the Procedure attached.

  I am more than happy to review any concerns she may have and investigate it to my upmost ability.

  Thank you,

  ******* *********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩