HELPING HANDS HOUSEKEEPING

Description of Work: House cleaning

Description of Work: This is from a complaint that I filed with the BBB: Helping Hands Housekeeping did damage to some furniture in our home. The wood finish was stripped from the headboard, and two wooden steps to the bed, along with the tops of four of my kitchen chairs. My last clean with the company was, October 31, 2014. Approximately two weeks before I noticed a scratch on my bedroom dresser. I addressed my concern to ****, the team head cleaner, showed her the scratch and said in the future to please be careful. About one week after my last October 31st clean, I noticed the wood finish was stripped from my headboard. I noticed the kitchen chairs had lost the finish as well. The bedroom furniture was purchased at ******'s Furniture Store; it has the most damage. I called the salesperson at ******'s, and sent him pictures of the damage. He sent me a referral to *******'s Furniture Restoration, a company that ******'s uses for their repairs. I do not have a date documented, but around the beginning of the second week of November, once the damage was noticed, I called the owner. She denied all wrongdoing. She was defensive and interrupted constantly, finally saying that she had to go and ended the conversation quickly. My husband called ****** in the evening, that same day, and told her about the damage done. She was nervous and kept looking to end the conversation. In both instances my husband and I found ourselves cut off, and actually telling ****** to wait because we were not done speaking. The conversations were brief, lasting no more than two minutes. November, 12, 2014. I contacted ****** on her business phone. I made her aware of the damage to the kitchen chairs, and the bedroom headboard and frame, for a second time. She was defensive and dismissive. I found it very difficult to speak with her, as she kept interrupting. I made ****** aware that a restoration specialist was coming to my home to assess the damage the following day, November 13, 2014. I invited her to come to my home to see the damage. November, 12, 2014. 4pm. ******, along with **** and another senior cleaning lady, came by my home to look at the damage done. I invited them to get up on the bed and take pictures for their own records. None of them looked at the damage, and I even asked her why she wasn't taking pictures for her own documentation. She refused to look at the damage. ****** was dismissive and kept trying to show me her "green cleaners," and how this was not done by my cleaning ladies, and how her company refuses to accept responsibility for this. I told ****** that her not taking responsibility for the damage is unacceptable, and that we will be moving forward with a complaint, and the eventual repair of our furniture. ****** kept claiming how honest she was, and I too claimed that I was honest. She denied all claims saying over and over again that it was not her service that did the damage, and perhaps it was myself. She also commented that the finish was probably bad on the wood furniture. November 13, 2014. *******'s Furniture Restoration came to my home to give an estimate. My husband and I discussed how to proceed. November 22, 2014. I left a message on ******'s business number, asking for her business email so that I can mail the restoration estimate. I went on the Helping Hands website to look for a business email address. I was unable to find one. November 24, 2014. I spoke to ****** personally, on the business line. She claimed to not remember who I was, or why I was calling. I asked twice for her business email address to send the restoration estimate. She absolutely refused to give her public business email address so that I could send the restoration estimate. She raised her voice, yelling at me, that this was not her fault and actually hung up on me. That was my last communication with her. I am writing to the BBB because there has been no "good faith effort" to resolve this dispute in any way. This business has not appropriately responded to my concerns about the damage done to my furniture, and has failed to acknowledge my complaint. I am very dissatisfied with the owner's conduct, and hope that we can come to a fair resolution. Thank you. Outcome/SettlementDesired Settlement: RepairHelping Hands Housekeeping did damage to my wood furniture. I would like them to pay for the damage done. I had a hard time proceeding with this complaint because the owner has been difficult, and outright refused to disclose a public business email address. I called the AZ BBB, explained the situation, and I was quickly given the email address so that I could proceed with my complaint. I am not happy with the owner's conduct at all. She has been very difficult to deal with, becoming defensive and rude when confronted with a complaint or concern. I do not expect an apology. I do not feel this owner, or her business should be posting an A+ rating on your site.

Description of Work: Cleaned whole house.

Description of Work: I use them for my housecleaning services.

Description of Work: House Cleaning Service (3 hrs)

Description of Work: Cleans all floors, bathrooms,kitchen,dust entire house.

Description of Work: Mary Ann comes in and cleans once every two weeks. She is always thorough and professional. She will perform additional task as needed. Including helping organize and put items away where requested.