Elite Cleaning of Washington

Response to Revdex.com in regards to complaint # [redacted] (SEE ATTACHED DOCUMENTS) Dear [redacted] , Revdex.com Resolutions Consultant: The Revdex.com email states this is the second attempt to contact my company; however, this is the first notification I have receivedMy response is below: On 4/6/16, [redacted] contacted ECOW via phone, requesting a deep cleaning for her new home the first week of May; she was referred to us My assistant, Cheryl B***, called 4/at 2:08p and LM CB called 4/@ 10:31a and LM CB called 4/@ 9:28a and LM and again CB called 1:50p We were informed that Ms [redacted] will be out of country until the first week of May, but would like estimate appointment with Realtor to be set for 5/2/with clean taking place 5/5/ HANDLED – CB On 4/28/16, [redacted] contacted Cheryl B [redacted] via phone; stating “ [redacted] left message on CB cell that the person handling estimate/clean for her would like the clean moved to the 6th of May (Fri.) instead of the 5th, which has a 'green block' already set” Later that day I, SJ, check scheduled to see if we can clean 5/instead of 5/ SCHEDULED AND HANDLED - CB/SJ On 5/2/16, [redacted] was on my schedule for an estimateI arrived at the home and no one was there, but there was a notice on the door that the water had been shut-offI reviewed the appointment notes “ [redacted] out of country; meeting with ***: [redacted] (she called CB 4/w/ update)”I called the number for ***; he answered and said he was minutes awayI waited for another minutes before he arrived The estimate was like normal, looked around the house and took standard notes for the checklist processI spoke with [redacted] about the water shut-off notice and he promised to make sure the water was on for the cleaningWe talked about the cleaning that Friday (5/6/16) and that Dan with DKB Restoration (carpet cleaner) was contacted to complete that jobDan and I are quite familiar with each other and complete many jobs together On 5/3/16, ECOW sent [redacted] the cleaning checklistSee partial notes below: “Price: $per Hour/Employee (rough estimate for this size house if 10-hrs = $300-$450) plus $Travel Fee*The Travel Fee is $10-$and is based on geographic location of clean(i.e., Olympia - $10; Shelton - $15) Date & Time: May 6, *Carpets are being cleaned at 8:am) - MEET WITH [redacted] *There is a NO WATER notice on door ( [redacted] will handle this.) Entire House including de-cobweb outside entrance area/back patio SPECIAL INSTRUCTIONS: Need tall Pole No Windows” On 5/4/16, [redacted] and I had an email exchange [redacted] asked, “This looks good, thank you! I would like to keep it as close to as possibleCan you plan on people for hours?” I stated, “We have to send more team members than three, because some of them are part timeThey are very good at keeping track of the hours so that they don't go over a specific time if they need toWe will do are best to keep it to the $Do you want us to leave even if it's not finished at the hours?” [redacted] commented, “hours is ideal, but would like the job doneWe are moving in Saturday morning!” I thanked her In addition, [redacted] texted me stating the request for $mentioned aboveI reference to the “people for hours”, I advised that more gals would be there because some gals leave at 2pmHe asked me to respond to ***’s email and I told him I was On 5/5/16, I received a call from Dan leaving a message inquiring a contact number for [redacted] because he was having a hard time getting through the community security gate and no one was home to let him in Dan then texted me asking if there was another number for [redacted] ; I provided ***’s number only because [redacted] had informed me days earlier that Dan with DKB Restoration was the carpet cleaner assignedDan asked, “what relationship [redacted] was to ***”I advised, I met him for the estimate; I thought he was a family member or assistant Later I get a message from Dan stating that [redacted] thought my team was coming today (5/5/16) between 2:30-3pmI told Dan that I would contact *** After Dan’s information, I contact [redacted] showing him a image of the agreed date 5/6/and approximate arrive time 1pm [redacted] texted asking if we could “do it today”I advised we were full today, I scheduled based on ***’s request for the 6th [redacted] asked about the 1pmI advised, “That’s the estimated arrival timeWe can call you when we are on the wayWe usually not more than 15-early or late from the estimated time.” He said, “Okay sounds good” Later Dan texted asking if we edge vacuum because [redacted] was worried there was dogs in the house before and the carpet cleaning might loosen up any dog hairI advised we do edge and no worries we’ll vacuum again tomorrow 0n 5/6/16, [redacted] was texted around 12pm stating the team was at ***’s house and to let them in and [redacted] texted that he was in Renton and to give him minutes to get to ***’sAfter dealing with [redacted] several times and him being consistently lateI texted that they’ll be charged for the team waiting [redacted] stated the appointment was 1pmI had already explained to [redacted] that the team can be early, so I had my team hang door hangers On 5/11/16, ECOW sent [redacted] an invoice for hours of cleaning x $= $plus a $monthly travel charge (we pay our staff to travel from property to property and all clients share this cost) On 5/20/16, Dan texted me asking if I had been paid by [redacted] because she still hadn’t paid himI said no, I hadn’t received payment yet On 5/25/16, Dan and I texted whether [redacted] had paid either of us yet; Dan mentioned sending her to collections On 5/25/16, [redacted] emailed me: Hello, Unfortunately we aren't satisfied with the work that was performed and feel a bit taken advantage of with the significant difference between the $we wanted to spend and the $being invoiced to complete the job Regarding the work performed, the windows sills on the bottom floor were still dirty and the security sticks weren't even picked up to remove the dead bugs underneathThe refrigerator and dish washer interiors weren't fully cleaned, there were several scuffs on the wall that I easily wiped off, and there was soap sm on the handle and shower door track, among other little things that we would have expected to be done In addition the frost coating on the master shower door was damaged and requires us to repair it How would you propose resolving this? We don't intend not to pay you, but don't feel $is fair or appropriate I was away on a family emergency and didn’t return until 6/1/ On 6/1/16, Dan and I texted whether [redacted] had paid either of us yet; Dan mentioned sending her and/or [redacted] to collectionsDan has said that attempts had been made to pay via credit card, but all attempts had been declined In addition I sent [redacted] the below email: Hi ***, Sorry for the late responseI had a family emergency to handle First, As per your checklist, for this size home the rough estimate is $300-$ We had a discussion about the price and I specifically asked you about the "Max of $you wished" and you said no you wanted the house cleanedHence, that was your wish but not what it took to clean your home In addition, your friend was quite late and my staff had to wait for an hour plus before he came from Bellevue to let them inI told him the times and the dayHe got everything turned around and even thought we were coming the day beforeI didn't charge you for that wait time, but I certainly can, as it's the client's responsibility to let us in the home to clean Second, as previously discussed, we have a cleaning guaranteeIf you didn't like something, you should have contacted us immediately to correct itWe would have gladly come out and cleans my areas missed Third, we did not damage your frost shower doorWhen the cleaner simply wiped the door the fake frost stuff came off I think you were hoodwinked by the prior owner to make it looked frosted or they did it improperlyOnce the first wipe happened, my team called meI told them not to touch the door any longer and this was communicated to you or *** Finally, I'm truly sorry if my team missed items they should have cleanedIt doesn't happen often but it has happenedThat's why we have the guarantee Anyhow, from your email here and your description of things missedI can credit you hrs of cleaning which totals $ Please remit payment subtracting the $within the next week so avoid the $late charge for not processing payment within days of cleaning date [redacted] sends me another email: Hello, in response: First, you're correct I did want the job done; however, that did not occurIt was a half [redacted] job at best, yet your invoice even exceeds your quote Second, [redacted] was not lateI know for a fact that he was there at 1pm as scheduledWe are not responsible for any amount of time your staff arrived prior to that Third, we relied on your services to be done on the date agreedWe returned from our vacation that day and immediately moved in to our new house, and my children started a new school the following MondayI am also a month into a new jobI have had entirely too much on my plate to follow up on this until now Fourth, your theory regarding the shower door is irrelevantThe fact is our shower door was damaged in the process of being cleaned by your staff and now requires us to repair it Fifth, your response of blame and excuses is disappointing and unprofessionalAfter further discussion with my husband, we believe half the invoice amount is fair and appropriate given the half [redacted] job My husband will send the $via check in the near future I replied to ***: HI ***, You certainly can choose to pay half, but you'll be send to Grimm Collections for the remaining balance Thank you On 6/2/16, [redacted] sent the email below: We have mailed you a check for $today and filed a complaint with the Revdex.com to resolve the remaining $($total) balance We will also let our social community know about your poor services I sent [redacted] a reply: Hi ***, You have the right to those optionsAnd as s business owner, I have my options as well Thank you, Scottiejo On 6/3/16, Dan texted he was finally paid Today is 6/13/and I have not received any payment whether partial or full payment from [redacted] or her Husband I agree that [redacted] hired Elite Cleaning of Washington, Incto preform a move in clean her home on 5/6/We completed those services and [redacted] & [redacted] were both advised of our cleaning guarantee to come back and fix anything missedThere are hundreds of thousands of surfaces in a houseIn addition, we did not damage her shower doorThis was a move in clean and clearly someone sprayed fake frost on the shower door, which came off with a simple wipeMy team immediately called me with this information and it was passed on to [redacted] that dayAs a cleaning company that completes move in cleans regularly; we see all kinds of things where prior owners try and “spruce up” a property to look good at a glance, but when you’re touching everything; we can tell when things aren’t right and notify the owners immediately, so that can handle appropriately [redacted] was too busy to notify us about small items missed at her clean for weeks and now demands a 50% discount in servicesThis is not reasonableI provided a $Good-Faith discount if submitting payment in the next week to avoid $late charge for not processing payment within days of the cleaning Elite Cleaning of Washington, Inchas behaved professionally and with excellent customer service to handle this matter with regard to communicating with [redacted] & ***We even assisted in helping the carpet-cleaning vendor for ***We notified her of the fake frost, so she could address with the prior owners or realtorI provided a Good Faith discount because [redacted] waited so long to contact us to correct the small items missed Due to the lack of payment and the time passing, [redacted] will be sent to Grimm Collections for not paying per bill in a timely and appropriate mannerThe Good-Faith discount is revoked and standard late charges will apply Thank you, Scottiejo M [redacted] , President Elite Cleaning of Washington, Inc Washington St NE PMB Olympia, WA 360-529-

Dear Ms***, I have provided a Good Faith Discount, which encompasses all discounts as previously stated ECOW payroll records show that the new gal was there hours ($67.50) and the items missed wouldn’t take more than an hours time to clean ($30)I sent Ms [redacted] a text message on April 29,2016, asking how long it took Ms [redacted] to clean the missed itemsMs [redacted] never replied Nearly days later, when Ms [redacted] will be sent to collections if her account is not paid by July 26, All of this demanding discounts starts, etcI already removed of the $late fees due to ECOW had the email address off by letter Ms [redacted] and I emailed for nearly days, I have compiled with Ms [redacted] request to re-label the Good Faith Discount to (New Gal) then she wants another discount There is only Good Faith Discount for $that encompasses all discounts Again, this account is severely passed due, if Ms***’s account is not paid in full by July 26, I will be forced to send this account to collections and will be removing the Good Faith Discount and assessing the May thru July late fees Thank you and have a great day

Complaint: ***I am rejecting this response because:I was promised both a new girl training discount and discount on the poor cleaningImages show that clearly cleaning was not fulfilled.Sincerely,*** ***

Complaint: ***I am rejecting this response because:My apologies for the delayed response
Due to the fact that ECOW’s business owner (BO) included a significant amount of irrelevant and subjective details in her response, it took time additional time on my part to provide a concise rebuttal Although the BO disclosing my personal information regarding interactions with another vendor is concerning, I don’t intend to address those items However, I do believe it’s important to point out the lack of professionalism on her part.The fact is the work performed by ECOW staff at our home on 5/6/and invoiced to me on 5/11/was unsatisfactory, and our bathroom shower door was damaged in the process Attached are the supporting pictures taken during the first weeks in our new home, as they came to our attention While the BO asserts we were “bamboozled” in the home buying process, she has no facts to support her theory and she did not identify the issue in her estimate prior to the cleaning or inspect our home after the work was completed.My response to the BO on 5/25/regarding our multiple concerns and the invoiced amount was within the day initial payment window, and was clearly an attempt to resolve the issue and pay our billI believe it’s important to note that while the BO faults me for not responding in a timely manner, she took a full week to respond to me as well.My husband and I discussed the BO’s disappointing response and agreed we would pay half the invoice (although we paid $instead of $230) and file a Revdex.com complaint to resolve the $balance On 6/1/I was very transparent with our intentions in my email response to her On 6/2/I emailed her again to advise her that we had mailed the partial payment, which was in the day initial payment window.When I followed up with her on 6/16/regarding the uncashed check, she indicated that she did not receive it, had responded to our Revdex.com complaint and sent our account to collections I find it difficult to believe that she did not receive our check at all due to the fact that she made no attempt to follow up with me regarding the partial payment after I notified her on 6/2/that it had been sent and it has not been returned.Despite sending her partial payment and our effort to resolve the balance with her directly and subsequently through this Revdex.com complaint, it came to our attention on 6/20/that she revoked the $“good faith” discount, applied a $late charge, and sent our account to Grimm collections in the amount of $(attached) At this time, we have a $bill in collections and a $uncashed check that we believe was received by the BO.Our proposed resolution is for the BO to retract the bill from collections and agree to settle for $as full and final paymentIf the BO is in possession of the check for $240, we will send another check for the additional $ Otherwise, we will put a stop payment on the check and issue a new check for the full amount We feel this is a fair and reasonable resolution Please advise how to move forward
Thank you,*** & *** ***

Complaint: [redacted]I am rejecting this response because:
I was told by [redacted] that I would receive a discount for the poor cleaning and was also told I would receive a discount for the person training. I only sent her three pictures to give her a sample of the lack of cleaning done. At the time my home was empty and they were instructed to clean everything! In addition to not cleaning, leaving drawers dirty, fridge dirty, explaining they wouldn't clean the entire dust on cabinets because they didn't have a step latter, the list goes on and on. 
 
I was promised I would be taken care of when we nicely spoke, but when the bill came it didn't reflect her promises. When I emailed her that she told me she would not charge the full amount on the individual training she simply changed the discount invoice from discount(due to cleaning) to new girl discount. The bill should reflect both discounts. 
Sincerely,[redacted]

Response to Complaint # [redacted]
Dear Ms. [redacted],
On April 21, 2016, the seller hired ECOW for 4 hours to assist her in cleaning this move out home (2398 sq ft). When the seller and I spoke, she was fully aware that a move out clean takes on average 10-15 hours, but she said, “She’d cleaned the...

rest”. At the clean that day, I sent the seller a text stating that the list she left the cleaners was not what we discussed and agreed upon. I reminder the seller that we were only there for 4 cleaning hours and we would be cleaning the items we discussed, etc. The seller replied, “No problem. I just didn’t get to the other stuff…but I can do it tomorrow. Thanks!”
As Ms. [redacted] is aware, the seller didn’t clean the house.
On April 25, 2016, the seller called and requested that ECOW come out and redo a full move out clean for free. I declined due to ECOW cleaned for the 4 cleaning hours, the seller requested. The seller paid her bill on April 26, 2016.
Yes, there were quite a few calls and texts with the seller, Ms. [redacted], my assistant, Ms. [redacted] and myself on April 25, 2016 to accommodate Ms. [redacted], the buyer, to move into her home that weekend.
On April 26, 2016, ECOW team arrived at 1:40pm and cleaned until 5:30pm, which is the end of our workday. There were still items we needed to clean, so Ms. [redacted] and I made arrangements to have the team return April 27, 2016 to finish up.
On April 27, 2016, ECOW team arrived at 2:00pm and cleaned until 3:45pm. Ms. [redacted] and her mom checked the home when the cleaners were there and approved them to leave. Right after the ECOW crew left, Ms. [redacted] texted that it seemed the team showed no urgency and in addition 1 cleaner was training and showed no to little experience, etc. I stated that there was a new cleaner training and you would not be charged for her time in your home.
On April 29, 2016, Ms. [redacted] sent 3 pictures: a single cobweb on a ceiling fan, inside a kitchen cabinet not wiped out, and a single freezer door cubby not cleaned and asking for a discount for these 3 items. I asked Ms. [redacted] to “let me know how long it takes you to clean these items.” Ms. [redacted] never replied to this text message.
On May 11, 2016, ECOW’s bookkeeper emailed Ms. [redacted] an invoice and it came back undeliverable. I asked my Office Assistant, Ms. [redacted], to connect Ms. [redacted] for a correct email address.
On May 13, 2016, my Office Assistant, Ms. [redacted], emailed what the corrected email address is and that the invoice was re-sent to the corrected email address.
On June 3, 2016, ECOW’s bookkeeper emailed Ms. [redacted] an invoice and it came back undeliverable. Personally, I sent Ms. [redacted] an invoice on June 3rd after I noticed the bookkeeper sent a Past due invoice notice to the incorrect address again. (See attachments)
On July 7, 2016, I sent another Past due invoice notice and next step is [redacted] Collections. I provided a $100 Good Faith discount for the new person and the few items missed on every invoice sent to Ms. [redacted]. Per our company policy, if the bill is not paid within 30 days of the date of service, a $30 late charge is assessed to the account and between 60-90 days, I inform all outstanding accounts that if not paid by a select date (July, 26, 2016); the account will be sent to collections.
We have emailed several times over the past 10 days within 2 email strings (See Attachments). I have compiled with Ms. [redacted]’s request for certain verbiage be change on the invoice labeling the discount as “new person” and I removed the May of the late fees.
However, Ms. [redacted] has offered $250 as a fair resolution, made attacks on our professionalism, and making threats of posting negative social media.
Unfortunately, when you go to the store and get to the cashier; you don’t get to negotiate the price of your groceries. Furthermore, your employer doesn’t get to negotiate your salary, once you’ve performed the work duties for them.
I provided a Good Faith discount on all of the invoices and removed the May Late fee as a courtesy. There is NO more discounts or refunds.
Again, if payment in full is not received by July 26, 2016, I will remove the Good Faith discount and add May & July late fees and sent this account to [redacted] Collections for handling.
Unsure is all 8 items attached.
Thank you and have a great day.

Dear Ms. [redacted],
I have provided a Good Faith Discount, which encompasses all discounts as previously stated.
ECOW payroll records show that the new gal was there 2.25 hours ($67.50) and the 3 items missed wouldn’t take more than an hours time to clean ($30). I sent Ms. [redacted] a text message on April 29,2016, asking how long it took Ms. [redacted] to clean the 3 missed items. Ms. [redacted] never replied.
Nearly 90 days later, when Ms. [redacted] will be sent to collections if her account is not paid by July 26, 2016. All of this demanding 2 discounts starts, etc. I already removed 1 of the $30 late fees due to ECOW had the email address off by 1 letter.
Ms. [redacted] and I emailed for nearly 10 days, I have compiled with Ms. [redacted] request to re-label the Good Faith Discount to (New Gal) then she wants another discount.
There is only 1 Good Faith Discount for $100 that encompasses all discounts.
Again, this account is severely passed due, if Ms. [redacted]’s account is not paid in full by July 26, 2016. I will be forced to send this account to collections and will be removing the Good Faith Discount and assessing the May thru July late fees.
Thank you and have a great day.

Response to Revdex.com in regards to complaint #[redacted] (SEE ATTACHED DOCUMENTS)
 
Dear [redacted], Revdex.com Resolutions Consultant:
 
The Revdex.com email states this is the second attempt to contact my company; however, this is the first notification I have received. My response is...

below:
 
On 4/6/16, [redacted] contacted ECOW via phone, requesting a deep cleaning for her new home the first week of May; she was referred to us.  My assistant, Cheryl B[redacted], called 4/7 at 2:08p and LM.  CB called 4/8 @ 10:31a and LM.  CB called 4/11 @ 9:28a and LM and again CB called 1:50p.  We were informed that Ms. [redacted] will be out of country until the first week of May, but would like estimate appointment with Realtor to be set for 5/2/16 with clean taking place 5/5/16.  HANDLED – CB
 
On 4/28/16, [redacted] contacted Cheryl B[redacted] via phone; stating “[redacted] left message on CB cell that the person handling estimate/clean for her would like the clean moved to the 6th of May (Fri.) instead of the 5th, which has a 'green block' already set”. 
 
Later that day I, SJ, check scheduled to see if we can clean 5/6 instead of 5/5.  SCHEDULED AND HANDLED - CB/SJ
 
On 5/2/16, [redacted] was on my schedule for an estimate. I arrived at the home and no one was there, but there was a notice on the door that the water had been shut-off. I reviewed the appointment notes “[redacted] out of country; meeting with [redacted]:  [redacted] (she called CB 4/28 w/ update)”. I called the number for [redacted]; he answered and said he was 10 minutes away. I waited for another 20 minutes before he arrived.  The estimate was like normal, looked around the house and took standard notes for the checklist process. I spoke with [redacted] about the water shut-off notice and he promised to make sure the water was on for the cleaning. We talked about the cleaning that Friday (5/6/16) and that Dan with DKB Restoration (carpet cleaner) was contacted to complete that job. Dan and I are quite familiar with each other and complete many jobs together.
 
On 5/3/16, ECOW sent [redacted] the cleaning checklist. See partial notes below:
“Price: $30 per Hour/Employee (rough estimate for this size house if 10-15 hrs = $300-$450) plus $10 Travel Fee. *The Travel Fee is $10-$15 and is based on geographic location of clean. (i.e.,   Olympia - $10; Shelton - $15).
 
Date & Time: May 6, 2016 *Carpets are being cleaned at 8:30 am) - MEET WITH [redacted]
*There is a NO WATER notice on door ([redacted] will handle this.)
 
Entire House including de-cobweb outside entrance area/back patio
 
SPECIAL INSTRUCTIONS:
Need tall Pole
No Windows”
 
 On 5/4/16, [redacted] and I had an email exchange. [redacted] asked, “This looks good, thank you! I would like to keep it as close to 300 as possible. Can you plan on 3 people for 3 hours?” I stated, “We have to send more team members than three, because some of them are part time. They are very good at keeping track of the hours so that they don't go over a specific time if they need to. We will do are best to keep it to the $300. Do you want us to leave even if it's not finished at the 10 hours?” [redacted] commented, “10 hours is ideal, but would like the job done. We are moving in Saturday morning!” I thanked her.
 
In addition, [redacted] texted me stating the request for $300 mentioned above. I reference to the “3 people for 3 hours”, I advised that more gals would be there because some gals leave at 2pm. He asked me to respond to [redacted]’s email and I told him I was.
 
On 5/5/16, I received a call from Dan leaving a message inquiring a contact number for [redacted] because he was having a hard time getting through the community security gate and no one was home to let him in.
 
Dan then texted me asking if there was another number for [redacted]; I provided [redacted]’s number only because [redacted] had informed me days earlier that Dan with DKB Restoration was the carpet cleaner assigned. Dan asked, “what relationship [redacted] was to [redacted]”. I advised, I met him for the estimate; I thought he was a family member or assistant.
 
Later I get a message from Dan stating that [redacted] thought my team was coming today (5/5/16) between 2:30-3pm. I told Dan that I would contact [redacted].
 
After Dan’s information, I contact [redacted] showing him a image of the agreed date 5/6/16 and approximate arrive time 1pm. [redacted] texted asking if we could “do it today”. I advised we were full today, I scheduled based on [redacted]’s request for the 6th. [redacted] asked about the 1pm. I advised, “That’s the estimated arrival time. We can call you when we are on the way. We usually not more than 15-30 early or late from the estimated time.” He said, “Okay sounds good”.
 
Later Dan texted asking if we edge vacuum because [redacted] was worried there was dogs in the house before and the carpet cleaning might loosen up any dog hair. I advised we do edge and no worries we’ll vacuum again tomorrow.
 
0n 5/6/16, [redacted] was texted around 12pm stating the team was at [redacted]’s house and to let them in and [redacted] texted that he was in Renton and to give him 45 minutes to get to [redacted]’s. After dealing with [redacted] several times and him being consistently late. I texted that they’ll be charged for the team waiting. [redacted] stated the appointment was 1pm. I had already explained to [redacted] that the team can be early, so I had my team hang door hangers.
 
On 5/11/16, ECOW sent [redacted] an invoice for 15 hours of cleaning x $30 = $450 plus a $10 monthly travel charge (we pay our staff to travel from property to property and all clients share this cost).
 
On 5/20/16, Dan texted me asking if I had been paid by [redacted] because she still hadn’t paid him. I said no, I hadn’t received payment yet.
 
On 5/25/16, Dan and I texted whether [redacted] had paid either of us yet; Dan mentioned sending her to collections.
 
On 5/25/16, [redacted] emailed me:
Hello,
Unfortunately we aren't satisfied with the work that was performed and feel a bit taken advantage of with the significant difference between the $300 we wanted to spend and the $480 being invoiced to complete the job.
Regarding the work performed, the windows sills on the bottom floor were still dirty and the security sticks weren't even picked up to remove the dead bugs underneath. The refrigerator and dish washer interiors weren't fully cleaned, there were several scuffs on the wall that I easily wiped off, and there was soap sm on the handle and shower door track, among other little things that we would have expected to be done.  In addition the frost coating on the master shower door was damaged and requires us to repair it.
How would you propose resolving this? We don't intend not to pay you, but don't feel $480 is fair or appropriate.
 
I was away on a family emergency and didn’t return until 6/1/16.
 
On 6/1/16, Dan and I texted whether [redacted] had paid either of us yet; Dan mentioned sending her and/or [redacted] to collections. Dan has said that attempts had been made to pay via credit card, but all attempts had been declined.
 
In addition I sent [redacted] the below email:
 
Hi [redacted], 
 
Sorry for the late response. I had a family emergency to handle. 
 
First, As per your checklist, for this size home the rough estimate is $300-$450. 
We had a discussion about the price and I specifically asked you about the "Max of $300 you wished" and you said no you wanted the house cleaned. Hence, that was your wish but not what it took to clean your home. 
 
In addition, your friend was quite late and my staff had to wait for an hour plus before he came from Bellevue to let them in. I told him the times and the day. He got everything turned around and even thought we were coming the day before. I didn't charge you for that wait time, but I certainly can, as it's the client's responsibility to let us in the home to clean. 
 
Second, as previously discussed, we have a cleaning guarantee. If you didn't like something, you should have contacted us immediately to correct it. We would have gladly come out and cleans my areas missed. 
 
Third, we did not damage your frost shower door. When the cleaner simply wiped the door the fake frost stuff came off.   I think you were hoodwinked by the prior owner to make it looked frosted or they did it improperly. Once the first wipe happened, my team called me. I told them not to touch the door any longer and this was communicated to you or [redacted]. 
 
Finally, I'm truly sorry if my team missed items they should have cleaned. It doesn't happen often but it has happened. That's why we have the guarantee.   Anyhow, from your email here and your description of things missed. I can credit you 3 hrs of cleaning which totals $90. 
 
Please remit payment subtracting the $90 within the next week so avoid the $30 late charge for not processing payment within 30 days of cleaning date. 
 
[redacted] sends me another email:
Hello, in response:
First, you're correct I did want the job done; however, that did not occur. It was a half [redacted] job at best, yet your invoice even exceeds your quote.
Second, [redacted] was not late. I know for a fact that he was there at 1pm as scheduled. We are not responsible for any amount of time your staff arrived prior to that.
Third, we relied on your services to be done on the date agreed. We returned from our vacation that day and immediately moved in to our new house, and my children started a new school the following Monday. I am also a month into a new job. I have had entirely too much on my plate to follow up on this until now.
Fourth, your theory regarding the shower door is irrelevant. The fact is our shower door was damaged in the process of being cleaned by your staff and now requires us to repair it.
Fifth, your response of blame and excuses is disappointing and unprofessional. After further discussion with my husband, we believe half the invoice amount is fair and appropriate given the half [redacted] job.
My husband will send the $240 via check in the near future.
I replied to [redacted]:
 
HI [redacted],
 
You certainly can choose to pay half, but you'll be send to Grimm Collections for the remaining balance.
 
Thank you.
 
 
On 6/2/16, [redacted] sent the email below:
 
We have mailed you a check for $240 today and filed a complaint with the Revdex.com to resolve the remaining $130 ($220 total) balance.
We will also let our social community know about your poor services.
I sent [redacted] a reply:
 
Hi [redacted], 
 
You have the right to those options. And as s business owner, I have my options as well. 
 
Thank you, 
Scottiejo 
 
 
On 6/3/16, Dan texted he was finally paid.
 
Today is 6/13/16 and I have not received any payment whether partial or full payment from [redacted] or her Husband.
 
I agree that [redacted] hired Elite Cleaning of Washington, Inc. to preform a move in clean her home on 5/6/16. We completed those services and [redacted] & [redacted] were both advised of our cleaning guarantee to come back and fix anything missed. There are hundreds of thousands of surfaces in a house. In addition, we did not damage her shower door. This was a move in clean and clearly someone sprayed fake frost on the shower door, which came off with a simple wipe. My team immediately called me with this information and it was passed on to [redacted] that day. As a cleaning company that completes move in cleans regularly; we see all kinds of things where prior owners try and “spruce up” a property to look good at a glance, but when you’re touching everything; we can tell when things aren’t right and notify the owners immediately, so that can handle appropriately.
 
[redacted] was too busy to notify us about small items missed at her clean for 2 weeks and now demands a 50% discount in services. This is not reasonable. I provided a $90 Good-Faith discount if submitting payment in the next week to avoid $30 late charge for not processing payment within 30 days of the cleaning.
 
Elite Cleaning of Washington, Inc. has behaved professionally and with excellent customer service to handle this matter with regard to communicating with [redacted] & [redacted]. We even assisted in helping the carpet-cleaning vendor for [redacted]. We notified her of the fake frost, so she could address with the prior owners or realtor. I provided a Good Faith discount because [redacted] waited so long to contact us to correct the small items missed.  
 
Due to the lack of payment and the time passing, [redacted] will be sent to Grimm Collections for not paying per bill in a timely and appropriate manner. The Good-Faith discount is revoked and standard late charges will apply.
 
Thank you,
Scottiejo M[redacted], President
Elite Cleaning of Washington, Inc.
325 Washington St NE PMB 405
Olympia, WA 98501
360-529-2277

Complaint: [redacted]I am rejecting this response because:
This has digressed to the point the BO is making personal character attacks and refuses any compromise on a fair resolution.  We have never made a threat of any kind during this interaction, and I had referred to the work as having been “half [redacted] done” which is commonly used phrase.  Her assertion that I’ve sworn in emails is a complete mischaracterization.
 
She states we have been nothing but impossible; however, we have only pursued a fair resolution to the remaining $130 balance which is now $220 because she revoked her good faith discount and applied a late charge. Since she states she never received our check for $240 we will put a stop payment on it and issue a new check with a return receipt, but we still are in dispute over the remaining balance.
 
She also states we “clearly wanted services for free” which is clearly inaccurate.  We were transparent in our communication with her and have followed through by mailing a partial payment for $240 on 6/2/16 and filing this complaint to resolve the remaining balance.  We’ve now offered to pay an additional $60 for a total of $300, but she refuses any attempt at a resolution.Sincerely,[redacted]

Response to Complaint: [redacted]
I have not received any payment from the [redacted]’s of any kind. Per our company policy, the [redacted]’s will remain in collections and be handled through the collections process.
The documentation filed previously is every communication related to this clean and all the details are quite valid. My company and I have been very professional and have an excellent reputation within our community. We communicated with the [redacted]’s and their friend at every step of this process. And Ms. [redacted] was rude, unprofessional, made threats, and swore in emails.
On June 2nd, when Ms. [redacted] emailed, “We have mailed you a check for $240 today and filed a complaint with the Revdex.com to resolve the remaining $130 ($220 total) balance.”
I replied, “You have the right to those options. And as s business owner, I have my options as well.” As she was previously, advised that by only paying half: she would be sent to Grimm Collections.
Once I received this Revdex.com complaint and no payment was received, as per our company policy, the [redacted]’s were sent to Grimm Collections.
On June 16th, the [redacted]’s emailed asking if I received the payment. I replied that I had not, replied to their Revdex.com complaint and sent the account to collections. The [redacted]’s emailed, “Good to know! You should be embarrassed of your terrible and unprofessional service.”
Additionally, the 5 pictures sent with this complaint have nothing to do with this clean. As previously stated, when the fake frost wiped off the shower door, I advised my team to stop cleaning it and informed the [redacted]’s that day.
The other 4 pictures are of windows tracks. As stated on the [redacted]’s checklist, they request no windows cleaning ($8 a pane & Tracks/Screen $4.50) which involves the window tracks. We cleaned the window sills which are the painted 4 inch areas at the base of window openings.
At this point, the [redacted]’s have been nothing, but impossible to work with via swearing in emails, making threats, and above all not paid their bill. They were in the Bahamas, had a friend stand in for them; they didn’t bother to understand the checklist contract and clearly wanted services for free.
This account is in the hands of Grimm Collections and will be handled accordingly.
Thank you and have a great day.