Casa Bella General Services

Hello there. When *** was provided with cleaning services. She asked to be given an estimate of how long it would take to clean the whole home. The estimate was of around 8 hours so $200. As the cleaning when on it was clear there was a lot more that wasn't taken into account which would take longer. The total time worked was 10 hours but she was just charged for the 8 Hours that she agreed to.

All this was explained to her to same day. The following day she asked about some products that she couldn't find. I told her that the cleaner would be asked once I got a hold of her. When told where it most likely would be she said that is wasn't there. So we offered to help her find it because the crew as been with us for years and have never had anything like this happen. She denied the offer which seemed really weird. The products missing were supposedly creams that helped with her rashes.

Our procedure before giving a full refund must be to rectify the "Issues" free of charge. Since those offers were denied our client *** was denied the refund.

When it comes to an hourly job. Our trained cleaners do their best to get to as much as possible with the time allowed. From previous experience a two bedroom one bathroom can take anywhere from 6-8 hours. This was a one bedrooms apartment, so worst case scenario it was thought to take up to 8 hours. Due to requests of doing major organization she was told that there was another specific crew that is dedicated to organizing but that the currently crew knew somewhat what to do. Mrs. said that was fine and agreed to allow the team to continue. You can't do an 12 hour in 10 hours and certainly not in 8 hours. It must be understand that not every house is in the same condition so when given an estimate it should be treated as an "estimate". With all the factors that took place into this project like 2 Free hours with a value of $60 plus offering to rectify and help find any items that were misplaced, again Mrs. does not qualify for a full refund.