Housewarmers Maids

---------- Forwarded message ----------
sans-serif;">From: *** ***-*** Date: Thu, Jul 3, at 9:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: "[email protected]"
We were unable to fulfill The *** service due to an issue with our company and *** that is true, ** *** however immediately secured a refund from ***, before we could even contact her She sent us an email the same day saying she ways looking for a service and it was unfortunately not going to be ours She had gotten a refund In our minds the case was closed; she had gotten her money back; she did not give us an opportunity to make it up to her*** has not paid us for the service We cannot perform the service at no cost which was partly our problem with *** in the first place
Had *** paid us for her service we would have performed the service and would have happily provided a complimentary service on top of it
*** ***

Review: I have been a customer of Housewarmer Maids for approximately one yearThe incident in Nov is not the first time the service performed badly or did not show upI gave them chances in the past, and on this occasion to make good on their commitments but they failed, and in the process, cost me additional moneyOn Nov the maids came for their regular serviceWhen I returned home I found many things sloppily done, items pulled out of place and not returned and the house in generally poor conditionAs this was not the first time, I took pictures of the issues, made a list and sent them to [redacted]She responded by asking me if I wanted the maids to return the next day (an appropriate response) I explained that I needed to make arrangements to put my big, unfriendly dog in daycare so that the maids could enter (my usual procedure) which was not possible the next day was would be possible for the following day - Friday - if I knew for sure they would comeShe sent me back a confirmation that the maids would be there on FridayI incurred a $charge for doggie daycare for that dayThe maids never cameWhen I confronted [redacted] with that she told me they were overbooked and just couldn't make itI reminded her that I had incurred the extra cost at her directionShe began to make excuses for why her crew did a poor job! She did offer me a free oven cleaning, but she had offered that in the past as a remedy for a poor cleaning and then never made good on the promiseThis time I asked her for a refund because not only was the service unsatisfactory initially, but the maids no-showed on the day they were to make goodIn addition, she cost me an additional $for the wasted day care dayI still have all the pictures, and the correspondence with her where she committed to having them come back with the stipulation that I would have the big dog in day care.Desired Settlement: I want no further service from themThey have failed to clean or failed to come on serveral other occasionsAll I want is a refund
Business
Response:
[redacted] contacted our office to complain about the last service she received; and provided picsThe first problem the team had was that [redacted]'s service is for hours; they are not required to stay beyond that time, because the home may need more work than is part of her rate/service; not without additional paymentThe second concern the team had was that the pics she provided did not appear to be from the rooms that they cleanedThey stated she had a room(s) that they were not required to clean; and since they did not recognize the area or items (dresser legs) they felt they were from a different roomThe team also states that her pets - yes more than one - are always home when they cleanThis was the first time any of us had heard about pet day careShe did tell me she was going to make arrangements for her pet; but in no way are we or have we ever been responsible for her pet careWe offered to come back out of a courtesy not an obligation because the service time had been met; also our primary/priority areas are the kitchen and the bathrooms; any additional time left after those rooms is spent in other areas of the home; the kitchen and bathrooms are not what she had a problem with; but we agreed to come back anywayWe did not tell her about why the team could not come back that Friday to make excuses; we told her because she demanded to knowWe originally asked to come Thursday the next day - she insisted on Friday and they did the best they could to comeAlso she had been offered a Fridge cleaning in the past and she keeps saying they did not do it but they didWe are not liable for refunded her entire or any part of her service and the pet services are her own responsibility

Review: In May 2013, by phone I had requested to have my home cleaned on four separate occassions. I verbally added onto that service cleaning of my basement. A few days later I decided I did not want the basement cleaning added onto my services. The company agreed to refund my money since the housecleaning services hadn't been performed yet. My home was cleaned 4 times, and the basement was never cleaned. However, my $100 refund still has not been processed after multiple emails on my part and promises from the company to do so. Email was indicated as the company's preferred way to communicate.Desired Settlement: I would like the $100 refund promised to me to be executed.

Business

Response:

We have checked our records and the client is correct ... we will refund the charge this week...

Review: I tried to call HouseWarmers to schedule a house cleaning, but the number provided, ###-###-####, is not functional so I sent an email. I received a response on 4/24 that asked for the pertinent information (address, phone, property description). We went back and forth on setting a date, and the responder from HouseWarmers emailed that I was scheduled for Wed., 5/28. Yesterday, 5/27. I emailed asking for an expected time of arrival and did not receive a response. I emailed again this morning and stayed home all day waiting for the house cleaners. It is now after 6 p.m. and no one came, nor did I receive any call or email informing me of any problem.Desired Settlement: At the very least, I am owed an explanation and apology. I have company coming this weekend and was expecting help in getting ready. I believe the appropriate remedy is a complimentary house cleaning.

Business

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Thu, Jul 3, 2014 at 9:20 AM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].

To: "[email protected]" <[email protected]>

We were unable to fulfill The [redacted] service due to an issue with our company and [redacted] that is true, [redacted] however immediately secured a refund from [redacted], before we could even contact her. She sent us an email the same day saying she ways looking for a service and it was unfortunately not going to be ours. She had gotten a refund. In our minds the case was closed; she had gotten her money back; she did not give us an opportunity to make it up to her. [redacted] has not paid us for the service. We cannot perform the service at no cost which was partly our problem with [redacted] in the first place.

Review: My husband and I purchased a "Deal" for this company to clean our 2 bedroom condo. We made an appointment for them to come on Friday May 3, 2 days before our wedding and then to leave the country for 8 days on our honeymoon. They called on Thursday, May 2nd saying they had an emergency in the company and needed to reschedule our appt that was scheduled for Friday, May 3rd and that they were going to attempt to come on that day, May 2nd. They said they would talk to the team and call us back. They did not call back, instead we then tried calling them MULTIPLE times to see if they were coming. As you know the weekend of a wedding is very busy and we couldn't just wait around for them to show up. We left on May 6th and did not return to the country until May 14. My husband had a vacation setting put on his email so when the company finally emailed us back around May 13th they said they had gone to our house and couldn't get in because there was no key. We never scheduled for them to come. There was no follow up with after the cancelled on us.

Since then we have tried multiple times to resolves things with them, for them to understand they are at fault for showing up at our house when we had not scheduled for them to come. We tried to reschedule them and they wanted to charge us a rescheduling fee for them showing up and them not being able to get in our house. There is no way we would have scheduled them to come while we were out of the country. We have shared all the email correspondence with them and yet they take no responsibility.

I am no longer comfortable with them coming to my home so that is off the table.Desired Settlement: This business has a terrible reputation. We looked at various reporting/reviewing sites and they are terrible with their customers and terrible communicators. This is no way to treat customers. I would like my money refunded and I would like them to put systems in place to honor and respect the customer.

Business

Response:

**. [redacted] ... On April 18th ... [redacted] set up an appointment for house cleaning service with a voucher purchased from [redacted] ... the date he choose was for Friday May 3rd ... we had a couple of team emergencies that week and were forced to reschedule ... as you will see from the email sent on May 2nd we did indeed keep in touch with [redacted] ... I prefer emails but he kept calling so there is not a trail of our conversations ... the date that was set was May 13 Monday ... they were also offered a complimentary oven cleaning ... [redacted] agreed ... onFriday May 10th we sent a confirmation email as we always do ... we got an auto response that stated they were out of town on their honeymoon ... "auto response is not a acceptable method of cancellation, especially since they were never expected to be home ... they were leaving a key under the mat ... I sent [redacted] an email letting him know that the ladies had been to his home and were unable to get in to perform the service ... we did not hear from [redacted] until mid June at which time we told him that the rescheduling fee would be $45 ... he agreed - though he wasn't happy about it - he asked for a date and we conveyed it to him twice; July 8th ... we never heard from him again ...

We will not perform the service without him paying the rescheduling fee ... and we will not be refunding him ... I am going to check with [redacted] to confirm if they refunded him ...

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because: the fact is they are lying. We never agreed to a date to have our condo cleaned when we were to be out of the country. We wanted it clean before our wedding so we could come back to a clean house. We did keep calling because we were extremely busy, had a lot of plans and needed to know if they were going to make it on Friday (the day after the original date scheduled). [redacted] did refund us our money but in no way will I drop my complaint because they are refusing to own up to their part of the deal. My husband never agreed to rescheduling for a fee because we never scheduled the date of May 10th to begin with. We got married on May 5th and were out of the country, there was no way we did that. I want the record shown officially that this company is deceitful so others are not treated the same way.

Regards,

Business

Response:

We are being completely truthful, and the Revdex.com in 17 years has never know us to be untruthful ... As I stated, and as you see from the emails that I "forwarded" - directly from the clients husband, he did indeed agree to the rescheduling charge, he asked for the next available date ... and once again we never spoke to [redacted] ... [redacted] agreed to Monday May 13th and agreed to a complimentary OVEN cleaning to make up for us cancelling the May 3rd service ... you can also see from the emails, that they were notified the same day of the NO SHOW ... and that they did not respond to us for a month ... there is a very good reason why [redacted] has also refused their complaint/refund ... I am sorry that I cannot show you documentation of every communication, but as [redacted] stated ... they called us numerous times, so I can't document those calls in which [redacted] agreed to the 13th ... I think the inconsistency of what [redacted] is stating, versus the emails that back up my statements of the events, should be enough to state our case... Thank you again for your consideration......