advice needed for complaint - Cleaning Talk - Professional Cleaning and Restoration Forum
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post #1 of Old 08-20-2011, 11:37 AM Thread Starter
Join Date: Oct 2010
Posts: 70
advice needed for complaint

I was trying to figure out how to handle this. This year I have been very busy, working 6 days a week and with one employee, We do several rentals, so sometimes we get the third party factor going on.

So I immediately knew when the owner said the tenant requested the floors to be "spotless", I immediately knew there was going to be a problem. So sure enough the tenant calls with a complaint that the floors aren't clean, hair on floor of bathroom and a cobweb, this after doing a double check in/ check out yesterday, and its Saturday Okay, I'll stop crying, what to do? I left early that day and told my employee to make it spotless and double vacuum.

This particular property is a renovated barn, complete with a sliding barn door and painted wood floors. Normally I would say, its Saturday, and I'll give you a credit or something, but to avoid the owner getting a bad write up, or me, I am going up there to re mop the floors for an hour, because the owner is a good client..
These floors, since its a barn are painted with spaces between them. Anyone have any advice? I wasn't sure what to say , wait to Monday, credit, what?
They are only there until Thursday.
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post #2 of Old 08-21-2011, 01:48 PM
Join Date: Jun 2011
Posts: 66
A cobweb in a barn, renovated or not, may be new. Hair is another matter.
I'd want to see the cobweb and the hair.

If the web appears dirty or ragged, it's your employees fault. If you just dust to remove webs it could be your fault. Whre I live there is spider that builds and lives in a very small, strong web in corners that is almost invisible.

Hair is another matter but the owner might have done a walk through with a pet.

I would fix it, tell the renter you have spoken to your employee, and report the incident to the owner. I'd want to do it in person to watch for signs that the owner is aware this may be a problem renter.

Maybe it is your employee and you should pay attention to this.


Just tell the renter that the last people who lived there disappeard after calling 911 and screaming about big hairy spiders...
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post #3 of Old 08-21-2011, 04:35 PM Thread Starter
Join Date: Oct 2010
Posts: 70

Well I went there yesterday, actually what happened is the tenant called the owner who called me, sometimes the owners live in other states. It was a husband and wife with a two and a one year old, and they brought grandma. Husband and grandma were okay, but hte wife was as scary as a barn on Hawlloween, so I made sure my equipment was spotless, and bought some biokleen,, did a damp mop, buffed with microfiber, took a swiffer, yeah there was a cobweb. The babies screamed the whole time, and I think they had the a.c. off, so after one hour I felt like drinking vodka, no I wasn't drinking vodka when I cleaned it

The floors were certainly done well enough. Its kind of weird there, they have some significant spaces between the wood, and it seems stuff blows up through them, also there is a lot of mud in front of the barn. But I'll tell you one thing for a clean freak, she had thrown a wet diaper right on the rug, and no I don't get a lot, if any complaints,
So I decided to just do it for the owner, do any of you have policies on redos? I should put in my agreement something about redos on a WE.
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post #4 of Old 09-29-2011, 03:55 PM Thread Starter
Join Date: Oct 2010
Posts: 70
Thanks for the reply royeldeal. As it turned out, I did bill her for that hour, and raised my rate up for going
out on Sunday. It does become a bit different, because it involved a third person and I do not have a direct agreement with that person, the owner
does. The owner is a bit picky, but they had quite a lot happen during their first few months renting.
I do trry to throw in freebies as you mention. I am still working for them too. I agree if someone is
too picky why work for them, unless you really need the work. the other day someone asked me to clean their oven, I grumbled to myself,
but did it for free because that client referred me to one of my best clients.
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