Need Advice Regarding A Complaint

[clarkeservices]

Hello we cleaned a move out on Friday, I could not believe the mess. I made the mistake of giving a price of $80 for a 2 bedroom, 1 bath got there and the place was the worst I have ever cleaned. The refrigerator took over an hour, it was terrible so much food stuck to everything. We deep cleaned everything took 3.5 hours for 4 of us, looked like she never had a vacuum, emptied the vacuum, 4 times, carpet very stained. Cleaned inside of over, cabinets everything. She left right after we arrived, paid and said that she would come back to apartment to check that night or next morning. We did everything we were to do, moldings everything. She writes and email to me this Morning, Monday and says that she is very dissatisfied with service, says that we did not do many, many things that were done, said that the bathroom, that I personally spend 1.5 hours scrubbing looks like it was not touched, and that she wants a refund. She said there was toothpaste on the sink, I was like WHAT? She wants a full refund saying that she has pictures of things that we did not do which was all done, says she will complain to the attorney generals office, and take us to small claims court for the $80 plus her time having to clean on Sunday, her cleaning supplies that she bought on Sunday, and her lost day when she has to take us to court. She is a young girl, early 20's, complete slob lived there with her boyfriend.

What do you do when someone acts like this when you did everything you were to do?

[Kevin]

Well........ sounds like you got in a little over your head, and bid the job wrong, but we live and learn.

Regardless of her age. I would be polite and glady explain to her no refund, but you will gladly touch up any areas that she is unsatisfied with. A deal is a deal, regardless if you made the wrong deal.

Her also being 20ish she probaly does not realize how good of a deal she received. You might want to point that out to her in a nice polite fashion using as few slang words as possible.

Some people, who does this girl think she is Paris Hilton or something ....geeez!

Just wondering? Did you see the place before the bid? What happened how did it go wrong?

[Kathleen]

OMG - So sorry...I feel your pain. Sounds like she did not get her full deposit back from her land lord.

One or two questions for you..Did you take photos? It sounds like an intial walk through was needed, these can and are sometimes the worst case jobs.....I always charge by the hour..never by the job. And if I am not sure how long a job will take ..then i give them a rough estimate and expect 50% of the lesser hours paid upfront. And this is in my service contract. I would have charged her an min of $150.

For move in/out cleanings....I always take digital photos before any work is started.....just in case of this type of situation. That way, when and if someone tries to take me to court. ... I could state that I have before photos of the home's condition prior to cleaning and after..then ask them if they need to reconsider their position. You need to make sure that when you are having them sign a service agreement, you get their written approval to take the photos and also tell them that you can make them available to them once work is completed.

Best of Luck

****
Below is an example of terms and conditions that I recently designed for this "Special - Move-out" for a rental property. It was nasty...just in 10 minutes I had over 15 flea bites around my ankles..all in my socks and shoes. All I had in my truck was OFF - bug spray...sprayed the hell out of my clothes and shoes and stuff..gave me the chills and creepy crawlies all day until I could shower...just gross.

Scope of Work: 11 Areas/Rooms:
Kitchen: Oven, Stovetop, Refrigerator, Sink, Counter tops, Cabinets (in & out), Bedroom#1, Closet, Bathroom, Laundry Room, Dining Room, Family Room, Bedroom #2, Bed Room #3, Basement (vacuum and removal of cobwebs only), Wall –Exterior of house – remove egg splatter. *All rooms will be cleaned and sanitized. All inside windows will be cleaned. All mini- blinds will be cleaned ** Client has declined the spot washing or full washing of walls. Client has declined having drapery laundered.

(1) Client will have the property professional treated by a pest exterminator for the infestation of fleas before any work will be started. The client will provide K & B Cleaning Service with documentation from an exterminator (i.e. paid invoice) indicating that the treatment for the infestation of fleas was completed.
(2) Client will have water, gas, and electricity in working order before any work will be started.
(3) Client will pay a retainer of $135.00 before any work will be started (approximately half of predicted time to finish the job).
(4) Client understands and agrees that the payment is due in full upon completion of work. We accept cash, checks, or you can pay online by credit/debit card through PayPal at www.KBClean.com. Checks make payable to: K & B Cleaning Service. *Note: A $25.00 charge will apply if the check is returned for non-payment. Accounts 30 days past due will be charged 1 ½ % per month (18% APR). Accounts 90 days past due will be turned over for collection. All legal and collection fees will be debtors’ responsibility.

(5) K & B Cleaning will not attempt to clean or remove hazardous materials I.e. mold within or on walls, floors or any other fixed construction of the premise. We can recommend a certified mold removal specialist for such work.
(6) K & B Cleaning Service will remove and discard all property left on the premise, unless noted by client.
(7) K & B Cleaning Service will notify client of any repairs needed to the premise.
(8) K & B Cleaning Service will document the conditions of the premise with photographs before and after work has been completed. The client will have the right to have a copy of such photographs, sent via the Internet.

[Mike R.]

(3) Client will pay a retainer of $135.00 before any work will be started (approximately half of predicted time to finish the...

Just so you know.... You can only ask the customer legally for 1 third up front. Just my personal thoughts........
Mike R.

[Kevin]

Is that the state law in Maine. I can`t even count how many times we charged a customer for the full amount before any work was started. Basement sanitations, bio, move out`s, nasty carpet, nasty floors, evictions... you name it we have received the full amount before any work. Wanna know what my answer is to customers who are new and not trustworthy and who do not pre-pay on labor intensive jobs?

You can pre-pay or you can call somebody else!

[Mike R.]

It must just be the state law in Maine if you can get away with it. I know that it is this way in Maine for sure, though. Trust me.... there's been many times I wish I could of charged more than a third.

[Kathleen]

Good question for my attorney. - thanks...but he never said anything about it when he was reviewing my documents/contracts. Better ask anyway. I will never start work on a move out that does not have a retainer or a contract in place. I learned my lesson well once and that's all it took me to never go against my policy.

I have never had any problems with the contracts that were in place this way..all of them understood. I only have a three people that I directly invoice only after a contract is signed......only because I trust them and have a long standing relationship with them..and so it goes both ways for us like this.

Mike R. ---can you design a contract in which it states that you will perform 1/3 of the work and then have it inspected......then resubmit another contract in which the 2nd third is paid upon inspection of the first. ..and so on. Or is that just too complicated? Just a babbling thought...thinking out loud again.