New Century came to do an initial cleaning at a cost of about $200, which I paid at the time. After they had gone, I discovered that a kitchen gadget had been broken and there were marks on the wooden floor.
I called the company and was told that the broken item was "no problem" - they would pay for a replacement. Regarding the floor, I was told not to attempt to fix it myself, but that they had a guarantee and would come back to redo the floor without charge. Although I was frustrated by the need for both these things, I accept mistakes happen.
However, when the team came back they were unable to remedy the marks on the floor. Now they are refusing to pay for my replacement gadget ($50) and are claiming I owe them a call out fee ($100) for coming back to redo the floor!
- Approximate cost of services:
- $200.00
- Company Response
This is an unfortunate situation with this client. We did a deep cleaning of this 70 year old house. We did our usual thorough cleaning and this client was satisfied except for the condition of the floors. They were previously scratched from years of use. Regardless we returned to re-clean the floors. We explained to the client that with a thorough cleaning, the wear and tear and old scratches on the floor would not disappear. This client then insisted that we pay for refinishing or pay to replace the floors, which I'm sorry to say is not acceptable. She has also posted another review on a different cleaning service that has been doing regular cleaning for her and breaks items, as she says. We are always happy to repair or replace items if anything is our fault and our experienced crews are trained to report any accidental damages, in the rare case they occur, to the office immediately. We regret this situation and hope she understands our position.