ComplaintsforHousekeeping Solutions

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/18/2021, a cleaning crew came to the house with three people supposed to be for an hour and twenty minutes with an agreed list of what was supposed to be done PRIOR to service given to the owner. The team leader stated, "We will not have time to do a good job and we can't clean the downstairs". I texted the owner that they can leave if they're not going to do what we agreed on. She called me and said that there's three of them, they should be able to get it done but they just need a little more time. I agreed to do two hours for them to COMPLETE the job. The job was not completed and they didn't do what we agreed on. Now, the owner is CLAIMING that I wasn't honest over the phone about the cleaning job which I was.. it is also HER job to do an accurate quote and if she's concerned about it then look at it first IN PERSON. I would pay the full amount IF they completed the job within two hours which I agreed to after she incorrectly quoted me once. THEY DID NOT COMPLETE THE JOB, BOTTOM LINE. The photos she has posted on her business page of build up is NOTHING LIKE MY HOUSE. HOWEVER, it is not my job to assess cleanliness of a house, it is her job to assess and give an accurate quote. I wish I just made them leave like my gut originally told me. However, the billing needs to be adjusted bc it was NOT A FINISHED JOB!!!!!

  Business response

  11/19/2021

  The condition of her home was not as described to me over the phone. She said "it was not bad" and that she only wanted certain areas cleaned. When my staff arrived they politely tried to tell her husband that it would require much more time. After speaking to her I explained that the quote she was given was an approximate estimated time frame. In our original communication on Thumbtack this was what I had sent her, "Typically to clean the areas you mentioned would require two cleaners for approximately 1.5-2 hrs. The cost for that is between $145.80-194.40. We have an hourly rate of $45/hour/person plus 8% sales tax. Depending on the accumulation the initial clean may require additional time. If you would like to discuss in further detail or schedule an appointment please call the office at ************. Thank you and have a great day!" I never garunteed her that they would get it all done for a flat rate. I do not operate my business in that manner. I have an hourly rate, period. Each customer pay for the amount of time it takes to do the tasks requested. Some jobs take less time and others require additional time. It all depends on the accumulation in the home. I have about 30 pictures to back up what I am saying and the woman has been harassing me all day and threatening to leave bad reviews every where she can. I have saved all communication from her and have every intention of taking her to court if she does not remove the reviews and pay her invoice in full. I have been in business for over 15 years and have never once had to deal with this from anybody. If any further information is needed please call me at ************. Given that I am on a time frame here I cannot transfer all of the pictures from my phone to be able to attach them right now. I am also concerned that they may have exposed my staff to Covid as there was Zinc, cold and flu medicine, and cough drops all over the home. Her children were also home on a school day. I did ask her about it and she got very upset about it. I let her know if that were the case I would notify the Health department. This has been ongoing since 7:39 am this morning when I turned on the work phone. I also have 3 employees that will testify to what I am stating. I feel they are trying to receive free/discounted services. The pictures the girls took of what they were able to complete are evident of a total transformation. She cannot expect a miracle to be performed in 2 hours.

  Customer response

  11/22/2021

  I have a lot more photos to add but apparently can only add ?? things on this. The business owner incorrectly quoted me twice and I have a phone recording attached of the second one where she says three girls should be able to get the job done. If you look at one of the text screenshot, I told her that her staff can leave if they can't get it done. She then called me and said they need more time which I gave and you can hear where she says they should be able to get it done. I wouldn't have used her service if they couldn't. She claims that I lied and claiming I have months of build in my house which is incorrect. I have stains on walls and carpets that they weren't asked to do anything with. They took photos of stains that had nothing to do with the job and which they didn't clean. They also took photos of my cold medicine bc I have it in my house in case anyone gets sick. I also have autoimmune diseases and constantly get dry mouth bc of sjrogens. She lied and said my kids were home from school on a school day which is not true. In fact, I can get my daughter's school to prove that my twins were in school and that we don't have COVID-19. Those are false allegations and harassment. I didn't harass her. I responded back to her bogus photos and lies. I paid the bill in full bc I don't want to waste my time going to court. It's her job to run a cleaning business, if she's concerned about an accurate quote then it is her responsibility to assess the cleanliness of a house before making a quote. She incorrectly quoted me twice and after I agreed to the second quote - they still didn't finish the job. I am not taking my reviews down. I've talked to other cleaning businesses and they said it sounds like the business is run poorly.as previously stated, I can give you more proof of what I'm talking about. I even have photos of months of build from her cleaning page which is nothing compared to mine.

  Business response

  11/23/2021

  I had already sent you that ******** quote. It is clearly an estimate and assummed doable under normal circumstances. I have already sent several pictures and here and will forward more text messages to the email I originally sent the photos. Her home was not a standard clean, not by our standards anyway. I was hoping that they could get it all done for her because my main objective was to have a satisfied customer. The only thing on her list that did not get completed was vacuuming of the stairs to the basememt. A ping pong ball got accidentally stuck in the vacuum hose right at the end of the 2 hours agreed upon. Regardless, they had spent the time agreed on and if they stayed any longer it would have increased the amount of the invoice. If you would like more information/pictures from me I will forward them via email as I cannot transfer them onto here. Within the time frame.

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