If I could give a negative star I would…read more
Thelma owns the business and Leo is her nephew. Their website provides Leo's phone and email information; he was not prompt nor did he answer questions asked in emails. It took a phone call to get confirmation and responses.
One hour before the appointment, they cancelled and rescheduled. The new time was the next day. I waited thirty minutes, got no call, called Leo, and he claimed to be surprised and said he'd follow up. No call back. So I called him, only to get his confirmation the cleaners were on their way, and when I pressed, he gave me the phone number to call Thelma directly.
I got Thelma on the line, and she said they were lost, and I literally sat on the phone and directed her. She arrived and apologized for the cancellation and being late. They brought their own supplies but they were limited. This included a vacuum cleaner.
She continued to clean in the kitchen while chatting with me while I tried to work at my computer. Note, I have a broken foot. Eventually I left the room to give her and her assistant space while they cleaned the kitchen. Eventually they let me know they were done and I came back to my desk to write a check.
THE BIGGEST PROBLEM
While I sat down, Thelma stood very close to me, leaned over me, and gave me a form to fill out. It included the next appointment time and date, and confirming the type of service I received and for what price, and a brief agreement that I had received this service and no valuables were missing from my home. They had me sign this immediately after the session before I had not had a chance to check anything. I realize now I shouldn't have signed anything without looking more closely, but that's what you get when you give people the benefit of the doubt and have a broken foot.
I signed it, feeling she was reputable, and she left. Right after she left I looked beside my desk and discovered the spot she had been standing on in my kitchen was TORN and SHREDDED. This was vinyl on my kitchen floor, and I do not own this property, I rent it.
I called her immediately, and she claimed she'd seen it but said nothing, and that she had done nothing wrong. I insisted she return. She and her assistant (who did not speak English), pointed, spoke, looked all around, but basically shrugged and said they had nothing to do with it and that it was there before they came.
Untrue. When I left the kitchen in Thelma's care, that spot was pristine. When she had me sign her paperwork, she stood ON TOP OF IT to HIDE it from me!
She said she'd get back to me and bring someone with her to look at it at my next appointment time. She asked if I would want compensation I said of course!
Next appointment time, no one shows up. One hour later, I call Leo. Leo says, "Didn't I just speak to you, Mary?" I say, NO, my name is MIRIAM, and Thelma was due here an hour ago.
He says, "Oh ... they went to another client and told us they didn't have an appointment today, let me call Thelma and she'll call you back."
AWESOME. Not only do you have awful follow up, you mix up appointments, names, are late, and lie about destroying people's property. And you claim you'll do "anything" to make your client's house "beautiful."
45 min passes, no callback. I call him again. He obviously doesn't care, and I explain they damaged my floor and I need to hear from Thelma now. I confirm her number and call her myself, and she doesn't answer for multiple attempts for the next hour.
Her phone system does not allow you to leave messages.
I keep calling, and finally get her on the phone. During which she proceeds to continue denying she or her assistant did anything, talks over me, the person who paid her and has the power to write reviews and tell everyone I know to avoid them.
She goes on and on about how wonderful her service is and how she's never had problems with clients property and is so careful and couldn't have done it (I raise examples like the vacuum cleaner), but she denies, denies, denies. She says she has always provided wonderful perfect service and how she couldn't sleep the night after I told her about the problem as if I'd personally wounded her. As if I really get my kicks of destroying reputations. All I want is my floor back!
I press on and she says she can bring her lawyer/specialist with her to come see the floor, but that her husband and her specialist say that she is not liable and if she didn't do anything she owes me nothing. I ask her whether she has a specialist OR a lawyer, she says he's BOTH. Yeah right. I say, well if you have a lawyer, that's fine I can get one too, if I don't get a resolution on this I'm going to tell everybody all about it.
So here I am. She never followed up like she promised she would and I wanted to write this so she and Leo can see how satisfied this customer is with all their broken promises. STAY AWAY FROM THEM!
