Report: #825945

Complaint Review: Kathy Clean

  • Submitted: Fri, January 20, 2012
  • Updated: Fri, January 27, 2012
  • Reported By: Madelynsmomma — Aurora Colorado United States of America
  • Kathy Clean
    710 Wilcox Street
    United States of America

Kathy Clean They would not let me use my voucher from a deal website, Internet

*REBUTTAL Owner of company: Kathy Clean - Family Owned, High Quality, Honest Cleaning Company

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I received a voucher for this company's services through a deals website. Before I bought the voucher I called the company to make sure I could use it for what I needed and a man who worked there stated there would be no problems. I called the company and got an answering service that told me they were booked through the New Year and to fill out a request online (this was the middle of December). I filled one out and did not get a call back. I contacted them in the middle of January after one month of not hearing anything asking when I could set something up.

The lady (Kathleen) told me that they would clean my house, but it would take my voucher plus $300 to clean out my old condo. I thought that was absurd so I asked if I could use it to clean my current home. She had me fill out another request and told me that it would cost me an extra $100. I have never had to pay extra money to use a voucher that I purchased. What is the point of buying the voucher then? I told her all I wanted to do was use the voucher and there was no fine print or terms and conditions that stated I needed to pay more money. She wrote me back a very unprofessional and mean letter. I will quote what she wrote back. "It is abundantly clear that you do not see the need or value in completing what our company considers a proper and thorough first cleaning of your home. 

Additionally, you also expected us to do a move out clean of your condo in 4 man hours.  Again this is not possible.  A first cleaning of any home CANNOT be accomplished in the amount of man-hours you have on your voucher.  We are not going to degrade the quality of a first cleaning just because a client doesnt want to pay more or cant afford it. "  She then wrote: " To continue to waste time and energy on this matter is pointless.  We are not interested in working with you as a client.  That is our right."

How rude! All I wanted was to use my certificate. They take advantage of people and try to make a bunch of money off their clients. I would never work with this company or let them in my house. I would not recommend them either. Obviously if they are using a deal website they are not doing well in their business and should take all the customers they can get. I would not recommend ANYONE ever using them.
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This report was posted on Ripoff Report on 01/20/2012 04:13 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 REBUTTAL Owner of company

Kathy Clean - Family Owned, High Quality, Honest Cleaning Company

AUTHOR: kathyclean - (United States of America)

As the owner of Kathy Clean House Cleaning I just wanted to take a moment to respond to the complaint filed here on Ripoff Report by Mrs. Ollech.

Let me first start by saying that Mrs. Ollech is not and has never been a client of Kathy Clean.  She has never received any services from our company and we have never been to her home.  Therefore, to file a complaint and state things such as, "They take advantage of people...", "I would...never let them in my house", "I would never recommend them either", "they are using a deal website so they are not doing well in their business and should take all the customers they can get", "I would not recommend anyone ever using them", is unfounded and indicative of an individual who is not being honest in their review and simply attempting to libel our company, a company with an A rating with the Better Business Bureau.

The fact of the matter is Mrs. Ollech purchased a voucher from Urban Dealight for (4) man hours of cleaning 51% off.  She then contacted our company via our website requesting an estimate for her rental condo stating that she wanted a "move-out" cleaning.  She was informed that our move-out cleaning minimum was $300 and would take a couple of our cleaners up to (5) hours to complete or (10) man hours.  Move-out cleans take a lot of time and effort to complete.  These are by no means regular cleanings.

Needless to say, her Urban Dealight voucher was only good for (4) man hours.  She was informed that there would be a charge of $180 for the additional (6) man hours required to do the move-out cleaning.  She was upset about this figuring that her Urban Dealight voucher, for which she paid $49, should be sufficient to perform whatever services she needed.  What she doesn't mention correctly is that the $300 is our minimum and that she was offered a credit of $120 for her Urban Dealight voucher(Cost her $49) for a total for a total of $229.  That is a $79 disount or 26% off.  We usually never discount move-in or move-out cleanings so she was being treating very well.

Once Mrs. Ollech realized that she was not going to get a $300 move-out cleaning for $49 she then said she would like to use it on her home, a 2240 square foot ranch home with a fully finished basement, 4 bedrooms, 3 bathrooms, wood floors, kitchen, office, family room, living room, dining room, etc.  When we asked her to submit the estimate request online as all customers do, she became upset at that request.  This is something that takes a customer 1-2 minutes to complete and makes the estimate process much more accurate.  99.9% of customers are happy to do this and find it very helpful.

Based on the submitted information on her home and current real estate reports, we estimated that it would take (8) man hours or (2) cleaners (4) hours to clean her home the first visit.  She was told that she would receive a credit for (4) man hours from her Urban Dealight certificate and that the additional man-hours would cost $100.  We even offered her recurring contract rate for the additional time despite the fact that she had no interest in regular cleaning service.  We were trying to be sensative to her budget.  So she was going to receive a (8) man hour deep cleaning of her home for $149 ($100 + $49 cost of Urban Dealight voucher).  That is an extremely great deal for (8) man hours of cleaning.  Our labor alone on the service is about $115.  We still have other costs as well to perform the service so we were not "trying to make a bunch of money" as she so eloquently stated in her complaint.

Once again, Mrs. Ollech disregarded our estimate insisting that her voucher should be enough to cover the cost of cleaning her home.  What Mrs. Ollech does not seem to realize is that the Urban Dealight voucher is not a one-size fits all, clean all voucher.  We give customers estimates for their cleanings for a reason, so we can know what needs to be done and how long it will take.  That is a normal, fair and honest process used by most all cleaning companies.  It isn't normal for a customer to tell us how long their home should take to clean and at what cost.  What would the point be for any company to offer estimates if that were the case?

It is very important to note that I indicated to Mrs. Ollech throughout this entire process that she was entitled to a refund of her $49 Urban Dealight voucher if she did not want to pay for the service that we were offering.  Her two estimates indicated additional work would absolutely be necessary to complete the jobs, but NOBODY was forcing her to accept our service and pricing.  Most customers who realize that their voucher is only going to cover a portion of the service time needed either agree to pay the additional hours for which they receive excellent service and are quite happy with OR they simply request a refund.  They do not attempt to libel a company with an A rating with the Better Business Bureau, a from which they have NEVER received any service.

Lastly, yes I told Mrs. Ollech that we were not interested in working with her as a client.  As a business owner, I retain that right.  Our company is interested in working with customers who are looking for excellent service at a fair price.  Not customers who expect the world 75% off.  There is a reason we have an A rating with the Better Business Bureau and it is simple.  We are a honest, high quality, family owned cleaning company that cares for its clients and strives to offer excellent service at a fair price.

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