Complaints

• Initial Complaint

  21/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** *** **** ** **** * ********* ***** **** ******** ** ******* ***** *** ** ********* ********* ****** *** *** ****** **** **** ****** ********* *** ***** ******* We had this company weekly for about 6 months. Every single week they missed multiple extremely obvious cleaning items. Each week I would call or email with photos right after my clean to say what they had missed. At first I tried to be understanding, it was their first times in the house so I figured it would take awhile. And it was a new crew every single time ******* ***** ******** **** ********* But it kept happening over and over. A couple times it was so bad I had to reclean everything. Yet every time they still charged me full price. *** ***** *** *** ******** ***** *** **** **** *** **** **** ** *** ********** *** *** *** ***** ** *** **** ***** **** ** ** ****** ******* ***** ****** **** ******* * ***** **** ***** * *** ******** *** *** **** ***** *** ******* ** ** * ******** ******* ** **** **** *** *********** **** ***** ** ****** ****** ******* *** *** ****** ** ********** ******** **** ****** *** ****** *** **** *** **** ***** ******* Once it was so bad that they literally left my toilets completely dirty and didn’t clean the house at ALL and they still charged me full price for 3 hours of cleaning. I had company coming the next day and immediately called the office to complain. They didn’t answer my call or email with photos until FOUR DAYS later!!! The only thing they offered to do then was to come in and fix their mistake but still at full price. I told them not to bother coming to fix it because I had had to clean it all myself for my company anyway and I wanted at the very least a discount on the fact that they literally had done nothing in the house. They never gave me one. The cleaners were late pretty much every week. They could come anywhere from 20 minutes to a few hours late. Sometimes they cancelled for weather which was fine but interesting that they could be late or cancel without penalty but we couldn’t. They also charged us $** extra just for owning a pet. Even though our dog doesn’t shed and makes no mess. Even when our dog wasn’t home. I kept going with them because I didn’t have time to find someone else. But continuously they missed things. ***** **** **** ******** **** ********* ** **** ****** ******** **** But recently was the last straw. I had to take my husband to the emergency room one night and was in emergency all night and none of our family had slept. My kids and husband and I got home from the hospital an hour before our cleaners were supposed to arrive the next day. I had not called earlier to cancel because we were in emergency and in crisis so it wasn’t top of mind. Plus in the back of my head I guess I figured if we weren’t home it didn’t matter if the cleaners were there. But when we got home and nobody had slept and I needed to get my husband and kids in bed and get medications and take care of everything and call my work and my husbands work and my kids schools to update on the emergency I IMMEDIATELY (before doing anything else) called the office to let them know we had had an emergency and had to cancel. **** **** ********** *************. They said they would still charge me full price because it was a same day cancellation. Which I get if I cancel for no reason. Or if I cancel frequently. I had never cancelled in 6 months. Even when their cleaners did a horrible job every time. Even when I or someone in my family was sick with a cold or something same day. Even when they charged me full price for me to reclean my own home. **** *** ** ******* ** *** *** *** **** **** ** *** **** ** ****** *** ***** *** * *** * ***** **** ******* ** ***** Instead of displaying any empathy ** **** ****** ** ** **** ** ** *** ** ****** they rudely complained about how they had to reschedule their cleaners to a different house. ***** ******** **** **** *** *** ***** ** **** **** ******** **** ** **** **** ** ******** **** ** *** ****** **** ***** ***** ****** *** * ********* ****** ***** **** ******** * ***** *** **** **** **** *** ******* **** **** *** *** *** ************ ********* *** ***** ****** *** ******** ********** *** ****** ** **** *** **** *** ** ******* ** ******* ** *** ** ***** we had told them a couple months ago to take our credit card off their files because they kept charging us for cleans that were terrible without us giving approval however they still charged us once after we told them to remove the card. **** ***** **** ***** ******* **** ** ******** ********* ******** **** ********** ** **** **** ***** **** ******** *** ***** We said they couldn’t because they were not allowed to have our card on file and we had it in writing. They charged our card anyway. ***** ***** they kept our card on file even after we explicitly told them they did not have permission to do so.

  Business response

  22/02/2023

  We appreciate all feedback and appreciate the opportunity to share our point of view on this complaint. The client started her cleaning services with us on July 25, 2022 and we completed 22 cleaning visits at her residence. Before all clients begin their services with us we have them agree to our Terms & Conditions numerous times. It is labelled on our quote form, website & emails prior to booking. It is a requirement for booking in the cleaning services.

  When we look back in our email conversations we can see that things had gone well in the past. Feedback such as "everything was really well done" & "super happy" were emailed to us after numerous visits. We also did get notified of all the cleans that the client felt were not done properly, and we responded quickly by offering a Fix-Up Clean every time. ** ***** ** ***** ** ***** ***** ***** ******* *** **** ******** ******* ** ** ***** ** ******** *** ***** * ********** ***** **** *** ***** * **** ************ ********** ****** ****** ** ** ***** ** ***** ********* ** ****** ** *** *************** ****** ***** ** **** ******** ****** **** ******** *** **** *** *********** ** **** ** **** **** ** *** *** ******** ***** **** **** *** **** **** ** **** **** ******* *** ****** ***** **** * **** **** ** ** ********** **** *** ************ ****** * ******** **** ** **** ****** ** ** ** *** **** ************* ** **** ***** * ******** ** *** *********** ** ** *** ***** ******* *** ******** ********** At one visit on 09/22/22 we were unable to offer a Fix-Up Clean due to availability so we offered a discount and we were thanked for the reconciliation.

   

  It is our preference to send the same cleaning team to every cleaning visit for our clients. This is beneficial to the cleaning staff and the company, so we always do our best although if someone is on holidays or at home ill, we send a replacement so that we do not have to cancel the clean all together. ** ****** ** *** ****** ** ***** * *********** **** **** ** ** ******* *** **** *** **** **** ** ***** **** **** **** ** **** ***** ******* **** *** ****** *** ** ****** **** **** ******** **** *** *** ****** ** **** * ********** ******* ***** ***** ****** ** ** ***** *** *** ******** ** *** **** *********** ********* ** *** *** ******** ** ****** *** ** ** *** ******* * *** **** **** *** *** ********* **********  *

   We care about our staff deeply and pride ourselves in operating a company with prioritizing our staff and their needs. We have many individuals on staff who would attest to this. In fact, it is one reason that we do not allow them to drive on dangerous roads. This does mean that we may have to cancel some of our clients cleaning visits, as much as we know it can be inconvenient for our client, our staffs safety is the utmost important. *** ** *** ****** ** ******* ***** ** *** ***** ***** ********* ****** *** ****** ******* ****** ****** *** ** ********* ******** ** ******* *** ***** ** ********** **** ******** ***** ******* ** *** ************* ** **** ****** *** ** ****** ** ** **** ** ********** **** *******

   

  At times we will arrive late to a cleaning visit and state clearly in all notifications prior to the visit that we have a 1hr time buffer and would be scheduled to start the cleaning visits 1 hr before or after the scheduled time. If for any reason we needed to change the time of the visit above and beyond that 1hr buffer  we would call the client as soon as we knew.  This is mentioned in the Terms & Conditions and is to cover the possibilities of getting stuck in traffic, weather, working late at a previous clients job etc. 

   

  We also pride ourselves in delivering a very prompt response to all emails & phone calls. Although we do not take calls from clients outside of office hours, or on Long Weekends, which explains the 4 day response time that the client mentions in the complaint. The complaint was made on Friday & we responded on Tuesday when we were back in the office after the Long Weekend.

   

  It is a requirement for all clients to have a credit card on file. This is to hold the booking and to pay for the booking ifs the client chooses so or fails to pay their invoice within 7 days as listed in the agreed upon Terms & Conditions, **** ******* **** ******* * ****** **** ** **** ** *** **** ** ******** ** ******* *** ***** ** ****** *** **** ** **** ** ** **** *** ******** *** ***** **** ** ******* ****** * **** ** *** ******** *******  All clients have the choice to auto-charge their cleaning visits for convenience. As soon as this client requested we turn off that option, we most definitely did. We would never charge for a service that was not rendered or charge a card without authorization.

   

  We are very sympathetic and empathetic towards our clients, staff & management here at Luxe. Our Terms & Conditions state our late cancellation, rescheduling & lockout fees. ***** ************* ** *** **** ** ****** **** ******** ***** *** *** ******* ** ******* * ******* ** ** ***** ****** **** *** ***** ***** **** **** ** ***** ****** ** ********** * **** ************ *** **** ** ******* * **** ************ *** ** *** ** **** ******** ***** ***** ****** *** ********** **** *** ************* **** ** ******* * ******* **** ******* **** ** *** *** ****** *** **** ****** ****** **** **** ** *** **** ** **** ******** ****** ** **** ** ********** * ******** ** *** *** ******* *** **** ** ****** **** *** ** ********** ************* ** **** ***** ** **** ** ********** * ******** ******** *** ******* **** ** *** ********* ******* ****** In the situation that the client mentions above, the cancellation was made at 9:01am via email when the cleaning visit was schedule at 10:00am for that same day. Therefore a lockout fee was charged. We expressed empathy & sympathy both by email and on the phone. We understand unexpected situations arise, out of fairness to other clients & our cleaning crew we reserve the right to charge the fees listed below regardless of the situation.

   

  If we were to let every single client depict the Terms of our company, it would are very difficult to operate. We did our absolute best to resolve this situation with phone calls & emails, but unfortunately the client was unsatisfied with the resolution as they didn't feel that the Terms & Conditions were fair, even though they were agreed to upon booking the service. 

  Customer response

  22/02/2023

   
  Complaint: ********  
  I am rejecting this response because they did not have the right to have my credit card on file any longer. I had specifically asked them to remove it from their files and was told it would be. After telling them to remove my card from their files on the phone and then being told they would, they still auto charged me for one clean right after that. *** ******** ***** **** ** ****** ********** **** *** ******* **** ***** **** * *** *** *********** **** **** ** **** *** ******** ********* ** ****** * ***** **** **** ** ****** ***** ******** *** **** ** **** ** **** ***** ******* ********
  **** ** **** ** **** **** ** **** ****** ****** ****** * *** *** **** ** *** **** ***** * *** **** ******** ** ****** ** *** **** **** *** *** **** ****** ******** ****** ****** ******* *** ******* *** ****** *** **** ***** ** ********* ** ****** ******* *** ***** **** **** *** *** ** *** *** **** *** ***** ****** **** ** **** ** *** ***** ** *** ****** ****** **** **** ******* ******** ***** *** ** *********** * *** ************* ** **** *** *** *** ***** *** **** ******** **** ****** ** ****** **** *********** ********** *** **** ******* *** *********** ** **** ****** ***** ** **** **** *** ** ***** ** ***** **** ** *** ***** *** ********** ***** *** ****** ** **** ** ***** *** ** ****** *** ** *** ***** ****************** ** **** *** **** **** ***** **** ****** ** **** ******** **** **** **** *** * ******* ***** ******** ***** *** ****** **** *** ** ****** ** **** ** **** ***** **** *** ** ********* ** ****** ***  ****** **** **** ******* ****** **** ***** ** ****** **** ******* **** *** ** ********* * ***** ****** *** ***** ******** *** ***** **** ***** ******* *** **** ******* *************. 

  Also, while we had a couple good cleans we had mostly bad ones. * **** **** ****** ** ***** *** ****** **** *** ********. Many times they did not complete what they were supposed to complete and we still paid full price every time. *** ******** ****** **** * ****** **** ***** ******** ***** * ********* * *** *** ********* ** **** ******* ****** *** **** ********* ******** *** *********** *** *** ********* **** ********** ******** ******* ******* *** ** ********* ** *** **** ****** 
  

  Also, the weekend in question where I literally recleaned my entire home but they still charged me full price was not a long weekend. And my email and call to them was sent at 12:02 pm on Friday. Hours before the office closed for the day and yet I received no response. *** ****** **** ** ***** **** **** ***** *** **** ***** ** **** ** ****** ******** *** ******** **** ** ***** ******* 

   

  Also, I cancelled the clean the MOMENT I was able to. I called multiple times before I emailed and nobody picked up. I tried repeatedly to get ahold of somebody because I wanted to give them as much warning as I could. I cancelled it before doing anything else. It was an intense emergency situation. * **** **** ******* **** ******* **** ** **** ** ** **** ******* The company did NOT have sympathy. They were actually very rude. On top of that, we were understanding when they cancelled last minute on us because of not great weather but they were not understanding of us when we cancelled last minute due to a life threatening medical emergency. This is not acceptable. 
  
  On top of this, even though I fired them on the phone on January 20th when they were rude to me ***** * *** ****** *** ** * ******* ****** I got an email the next week saying they were still coming to clean! ********* **** *** ******** ** ******* ***** ** ***** ********** *** ******** ****** **** ** ** ******** ** ***** ***** ****** * ***** **** ******* ******** *** **** ** ******* ***** They had told me on January 20th someone would follow up with me. Nobody ever did. 
  

  ** *** ** **** **** ******* ** ********* ***** ***** *** **** ***** ********* *** *****. ** *** ** ** *** ***********  * *** ***** ************ **** ******** ******** ***** *** ********* *** ***** **** **** ******** ** ******** *** ****** ** ** **** **** ********* *** ******** *** ******** * ****** ** ******* ****** ****** ********* *** **** ******* *** *** ******** ****** ***** *** ********* ******* ****** **** ** * ******** ******** * ** *** ** **** ** *** **** ****** ***** *** ***** ******* ****** ******** ******** ** ***** ****** *** ***** * **** ******** 

  The fact that I stuck with them for so many months even though the service was horrible shows that I was MORE than patient with them. At the very least they can refund me the money **** ******* *** ***** ******* *** ******** ** **** ********** **** ** **** ** * ******* ******* 
  

  I will accept nothing less than a refund. 

  
  Sincerely,
  
  Carissa ******

  Business response

  23/02/2023

  We appreciate the opportunity to respond to this feedback and clarify any misunderstandings. 

  All clients are required to have a credit card on file to secure the booking and to have on file in case of failure to provide payment within 7 days of the cleaning visit. We have an auto-charge option available to all clients to provide a simplified process. This is an optional feature, it is not mandatory. On December 16 the client had requested to remove the auto-charge option, which we confirmed and completed. * **** ******** *** ************ *** ** **** ** *** ***** ****** ********** **** ** ** ****** *** ***** **** *** ********* *** *** ***** ** * ********** ** *** ******* * ******* ********* *** *** ** *** ******* ********** **** *** ****** **** *** **** ******* ** ******** *** ** ** **** ****** ** **** ** *** *** **** **** *** ****** ***** ***** *** *** *** **** *** ******* *** **** **** ***** **** ****** ***** ***** *** **** *** *********** ****** *** ****** **** ****** **** ** ** *** **** *** ******* ***** **** **** **** ** *** **** ***. As the client mentions in her last response, she "assumed" that by turning off the auto-charge feature that meant that her credit card was taken off her file, which is not the case as we require all clients to have a credit card on file. We would have happily clarified this if we were aware there was any confusion. We are sure to provide the client with this information prior to their booking in the Terms & Conditions that are required to be and were approved by the client prior to their first visit. 

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  Out of 22 cleaning visits we have email record of 3 that this client was unsatisfied. In one of those emails the client stated that "I don't want to make a complaint so much as draw this to your attention for the future." With the other two complaints we offered the client a Fix-Up Clean. A Fix-Up Clean means that if the client feels the cleaning job was not up to standards or didn't meet the expectations we will come back and fix up the tasks that were not done properly. After all, we are human and accept the fact that we will forget things and even though trying our best we will not always provide perfection. So we are happy to provide this Satisfaction Guarantee to our clients to rectify any situations that may arise.  A Fix-Up Clean is completely free and allows us to fix-up any of our mistakes. Because we came back and completely rectified the situation, the client is still required to pay the original invoice in full. If a client chooses to forego a Fix-Up Clean that is their own prerogative. If we are are unable to schedule a Fix-Up Clean for the client due to unavailability in our schedule then we will offer a discount. This is the only time we offer discounts for a service rendered. 

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  Our office hours are Monday to Friday 9:00am - 4:00pm. Our personal in-office goal (which its not listed or communicated with the client) is to respond to all emails within 24hrs. The client referenced an email sent at 12:02pm on a Friday. Our goal would be to respond to this email as promptly as possible but for sure by Monday at 12:02pm. I personally responded on Sunday evening from home as I could see the client was very unhappy. The next day you can see we also tried calling, left a voicemail and emailed as well.

  On the date of January 20, the client mentions calling multiple times before 9:00am and then sent an email at 9:01am which we saw and responded to after speaking to the client on the phone. During the phone conversation we discussed the options to have us come and clean the home around them or possibly only specific areas around the home, which is offered to all clients who cancel on the same day. This is an option for the client to avoid any cancellation fees. The client chose to forego this option and we responded promptly after our phone conversation by email expressing our sympathy and letting them know that we would call back on Monday, which we did. I have attached a screenshot of this email thread. This is not the first time we have had to charge this fee and every client that cancels same day is always offered to have us still come and work around them as best as possible. In this situation the team was on route and could have gladly completely the clean, even with the clients in the home. On both Monday and Tuesday we left numerous voicemails trying to reach the client to discuss the plan for moving forward but did not hear back until the client received an upcoming visit reminder on Wednesday, 2 days before the next scheduled visit. At this point we hadn't heard from her yet so we did not cancel the visit until it was confirmed. From there unfortunately the client & her husband escalated the situation where we were spoken to on the phone twice in an aggressive tone with rude name-calling such as "disgusting humans" & had our character brutally questioned, while we remained calm on the other line (with everyone in our office to attest to this). We do not know this couple personally and they do not know us personally. To make hurtful accusations, question character and call names is completely unnecessary.

  The late cancellation and lockout fees are clearly listed in the Terms & Conditions which was agreed to by the client prior to booking services with us. These fees are put in place of our staff members job security, out of respect of our other clients needs and availability for new potential clients. ***** *************** *** **** ** ****** **** ******** ***** *** *** ******* ** ******* * ******* ** ** ***** ****** **** *** ***** ***** **** **** ** ***** ****** ** ********** * **** ************ *** **** ** ******* * **** ************ *** ** *** ** **** ******** ***** ***** ****** *** ********** **** *** ************* **** ** ******* * ******* **** ******* **** ** *** *** ****** *** **** ****** ****** **** **** ** *** **** ** **** ******** ****** ** **** ** ********** * ******** ** *** *** ******* *** **** ** ****** **** *** ** ********** ************* ** **** ***** ** **** ** ********** * ******** ******** *** ******* **** ** *** ********* ******* ******

   

  Being in the customer service industry, we do our absolute to provide top-notch service to all of our clients and a great workplace environment for all of our staff. We have hundreds of clients and staff that have been with us for years who could attest to their amazing experience with us. Although, we would also be naive to think that we will be able to perfect the experience for all staff and clients. We understand and accept the fact that we will have clients or staff members who may leave unhappy. We always apologize if we had done anything wrong and most definitely try our absolute best to make things right. Regardless of our efforts, we are working with people and not everyone will always see eye to eye. Our staff and office members work hard every day to offer a service to help take a load of the shoulders of people in our community.

  We want to reiterate that we are truly sorry for any inconvenience this has caused you and deeply sympathize for any health issues that you may be experiencing. 

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