To Whom It May Concern,Mrs [redacted] has totally unfounded and exaggerated complaints We have done a very good job for her and have fulfilled our contract with her Her contract is for times a month general inspection of her home which we have done each month since Dec 31, She is supplied with a written inspection report each month When they found that their built in custom freezer had failed we were alerted and subsequently started trying to get it fixed It is a specialty item and it was looked at by a few subcontractors only to tell us they did not have the equipment to fix During this process the ***s were informed that we were having difficulty and if we could find someone it would be very costly Mrs [redacted] when learning it wouldn't be ready for a special guest visiting became belligerent I gladly was able to speak with Mr [redacted] and he was reasonable and pleasant to deal with I explained that we had done the best we could and yes it would be fixed once the correct parts could be obtained I was at the mercy of specialty repair companies and special parts He was appreciative I in no way said we had made a mistake as we had done nothing but help them in a timely manner and I stressed we had and would keep doing this to the extent humanly possible He again was appreciative We did miss her patio furniture being left out one winter and I have apologized for this as she likes to bring it up each time she wants things to go her way She has never been fraudulently charged for anything, in fact we've done much work as a favor to keep peace with her at no cost Cleanings have been asked for and performed as well as billed each month and she has not up until this claim said there was a problem We have a reservation form we ask all of our clients to use for booking a clean Its clear what we are asking for She repeatedly belittles our procedures as well as my staff The last straw for our company was when she at the last minute asked for a clean on a busy weekend demanding that it be done prior to guests arriving the next day We were booked solid but I asked her to complete the form and I would see what I could do She once again treated us badly but turned the form back in with as little information as possible I opted not to keep making an issue with her as she gets very rude and hostile to deal with I found someone who would graciously do her clean if it could be done at a certain time on the weekend day she requested Mrs [redacted] agreed My cleaner showed up to find items all over the place and a dog in the home We do not, except on special arrangements, clean while guests are in residence and absolutely not when animals are left there My cleaner called me and I promptly contacted Mrs*** She did not return my message until a few hours later causing me to send my cleaner away to finish her other houses Once Mrs [redacted] contacted me she left a very rude demeaning message I was on hold with a plumbing emergency at the time but after hearing the message knew I needed to try and get my cleaner back I was happy my cleaner graciously agreed to go back and work as quickly as possible now that we knew it was not a mistake and she had intended us to clean around all the stuff left out and the animal Her form did not state that and it seems just to prove a point she is above complying with what I've asked - she clearly did not give us this information Regardless I contacted her letting her know via text that I had someone coming now She was livid and again very rude and demanding a phone call right then I unfortunately was dealing with an emergency and still trying my level best to get her helped She shows no appreciation for anything We tried to do a clean request based on information We even came back to try and rectify it but she returned home and rudely excused my cleaner and demanded a key from her The cleaner gave her one key back Once I was contacted by the cleaner I then made the decision that we are not a good fit and can never seem to make Mrs [redacted] happy I don't feel we need to keep bending over backwards for someone who each time something doesn't go her way treats us so badly The amazing thing is she is accusing myself of being rude and threatening when that is simply not the case but as shown in the attachments how she behaves towards us I informed her that we were choosing to terminate the contract and would not be charging her for the clean that was started that day I also let her know that her account was clear as of August 4th and her credit card information is not stored so she need not worry about any further charges I asked how they would like the remaining keys returned She sent a termination letter of her own and asked the keys be returned today under the front door mat She also made once again threatening statements about being defrauded and non fulfillment of services, and she would be giving us write ups to the home owners association here as well as to the Revdex.com I sent one last letter which is also attached to her email only to have it returned I printed it and enclosed it with her keys and garage opener that we have I warned her not to slander Second Home Care or we would take appropriate action I have proof of all work done and payments made that have gone undisputed until now Mrs [redacted] exaggerates and her claims are totally unfounded I've attached the email correspondence as well as the letter given to her at the time of termination with the keys Please let me know if you'd like further proof of interaction as we keep all correspondence Phone calls are not recorded so the way she speaks to us except for the demeaning current phone message which I do have can be provided Thank you for your time and listening to our side of this ugly and untrue accusationSincerely,Second Home Care
To Whom It May Concern,Mrs [redacted] has totally unfounded and exaggerated complaints We have done a very good job for her and have fulfilled our contract with her Her contract is for times a month general inspection of her home which we have done each month since Dec 31, She is supplied with a written inspection report each month When they found that their built in custom freezer had failed we were alerted and subsequently started trying to get it fixed It is a specialty item and it was looked at by a few subcontractors only to tell us they did not have the equipment to fix During this process the ***s were informed that we were having difficulty and if we could find someone it would be very costly Mrs [redacted] when learning it wouldn't be ready for a special guest visiting became belligerent I gladly was able to speak with Mr [redacted] and he was reasonable and pleasant to deal with I explained that we had done the best we could and yes it would be fixed once the correct parts could be obtained I was at the mercy of specialty repair companies and special parts He was appreciative I in no way said we had made a mistake as we had done nothing but help them in a timely manner and I stressed we had and would keep doing this to the extent humanly possible He again was appreciative We did miss her patio furniture being left out one winter and I have apologized for this as she likes to bring it up each time she wants things to go her way She has never been fraudulently charged for anything, in fact we've done much work as a favor to keep peace with her at no cost Cleanings have been asked for and performed as well as billed each month and she has not up until this claim said there was a problem We have a reservation form we ask all of our clients to use for booking a clean Its clear what we are asking for She repeatedly belittles our procedures as well as my staff The last straw for our company was when she at the last minute asked for a clean on a busy weekend demanding that it be done prior to guests arriving the next day We were booked solid but I asked her to complete the form and I would see what I could do She once again treated us badly but turned the form back in with as little information as possible I opted not to keep making an issue with her as she gets very rude and hostile to deal with I found someone who would graciously do her clean if it could be done at a certain time on the weekend day she requested Mrs [redacted] agreed My cleaner showed up to find items all over the place and a dog in the home We do not, except on special arrangements, clean while guests are in residence and absolutely not when animals are left there My cleaner called me and I promptly contacted Mrs*** She did not return my message until a few hours later causing me to send my cleaner away to finish her other houses Once Mrs [redacted] contacted me she left a very rude demeaning message I was on hold with a plumbing emergency at the time but after hearing the message knew I needed to try and get my cleaner back I was happy my cleaner graciously agreed to go back and work as quickly as possible now that we knew it was not a mistake and she had intended us to clean around all the stuff left out and the animal Her form did not state that and it seems just to prove a point she is above complying with what I've asked - she clearly did not give us this information Regardless I contacted her letting her know via text that I had someone coming now She was livid and again very rude and demanding a phone call right then I unfortunately was dealing with an emergency and still trying my level best to get her helped She shows no appreciation for anything We tried to do a clean request based on information We even came back to try and rectify it but she returned home and rudely excused my cleaner and demanded a key from her The cleaner gave her one key back Once I was contacted by the cleaner I then made the decision that we are not a good fit and can never seem to make Mrs [redacted] happy I don't feel we need to keep bending over backwards for someone who each time something doesn't go her way treats us so badly The amazing thing is she is accusing myself of being rude and threatening when that is simply not the case but as shown in the attachments how she behaves towards us I informed her that we were choosing to terminate the contract and would not be charging her for the clean that was started that day I also let her know that her account was clear as of August 4th and her credit card information is not stored so she need not worry about any further charges I asked how they would like the remaining keys returned She sent a termination letter of her own and asked the keys be returned today under the front door mat She also made once again threatening statements about being defrauded and non fulfillment of services, and she would be giving us write ups to the home owners association here as well as to the Revdex.com I sent one last letter which is also attached to her email only to have it returned I printed it and enclosed it with her keys and garage opener that we have I warned her not to slander Second Home Care or we would take appropriate action I have proof of all work done and payments made that have gone undisputed until now Mrs [redacted] exaggerates and her claims are totally unfounded I've attached the email correspondence as well as the letter given to her at the time of termination with the keys Please let me know if you'd like further proof of interaction as we keep all correspondence Phone calls are not recorded so the way she speaks to us except for the demeaning current phone message which I do have can be provided Thank you for your time and listening to our side of this ugly and untrue accusationSincerely,Second Home Care