- Report: #770897
Complaint Review: Teresa's Family Cleaning in Rocky Point - Rocky Point New York
Reported By:
dissatisfied -
East Northport, New York, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Teresa's Family Cleaning in Rocky Point
341 Rte. 25A, Rocky Point, New York, United States of America
Phone:
(866) 744-4021
Web:
www.teresasfamilycleaning.com
Categories:
Business Rating:
(0)
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Teresa's Family Cleaning in Rocky Point Teresa Ward charged debit card greater amount than authorized Rocky Point, New York *EDitor's Suggestions on how to get your money back into your bank account that someone wrongfully takes it from you!
I would like to inform potential customers of Teresas Family Cleaning that this company cannot be trusted to keep any verbal agreement.
I contacted Teresas Family Cleaning looking for a team to clean a house I had just bought from a hoarder. It hadnt been cleaned in what appeared to be years and there was an awful lot of pet hair in addition to the general grime. I informed the woman with whom I placed the order of this and that another company I had previously contacted informed me upon seeing the home that they felt unequipped to clean the property. She gave me an estimate of 3-6 hours. I told her that my budget for the job was about $500, but I understood if the cleaners required the full 6 hours (which would have come out to $580) that was fine. I asked to be billed and she said that the cleaners would leave a bill, but that she needed to take a credit card number for security. Thinking that sounded reasonable, I obliged. (The manager later told me that the cleaners never leave invoices, so perhaps the sales rep had only been mistaken.)
When I arrived at the property the day of the cleaning, the team had been in the home for going on 10 hours. I asked how long they expected to stay and the lead woman said at least 2 more hours. I excused them, even though the job was not near finished. I did not engage her in a conversation about billing because I believed it would be better to contact the office in the morning to find out how they expected to charge me for the job, rather than argue with the maid.
When I called the office at 11am the following day, I was informed by the sales rep that Teresas Family Cleaning had ALREADY charged my card for $1,000. I explained that I had expected the job to take no more than 6 hours and could not afford to pay $1,000 when I had not authorized the job or the charge. I was told by the office manager that the estimate was not binding, nor did it constitute cap on the job. She also said that upon entering the house, the team could tell that the job would take far longer than the previously quoted estimate. However, AT NO TIME DID THE COMPANY CONTACT ME to ask whether I wanted the job done for TWICE the estimated cost.
They preformed work we did not request nor want/need done (scrubbing the floors when we were going to have them refinished a few days later, etc.) I asked the manager if she would be alright with her mechanic acting the same way (taking the car for an oil change and then replacing other "needed" parts) and she said absolutely not, but that this was somehow "different." She could not say how.
I sent a number of detailed emails to the sales rep and to Teresa herself, without response. Finally, when the office manager contacted me a week later, she simply reiterated what I had been told on the phone, that the 6 hours was not a cap and the girls were authorized to stay as long as it took to perform the job.
Teresa herself could not be bothered to address the matter.
This company effectively stole about $400 right out of my bank account.
Their website is beautiful and they claim to do a fair amount of charity, but the fact is that in this case, Teresas Family Cleaning acted unprofessionally and unethically. The work was good, but dont trust a thing they tell you. If you decide to use Teresas Family Cleanings services, make sure you get everything in writing and, if you can avoid it, dont give them your credit card.
EDitor's Suggestions on how to get your money back!
HERE IS WHAT RIP-OFF REPORT SUGGESTS YOU DO:
Go to your bank within 60 days of the charge, or as soon as you know about the charge, don't delay, and tell them that there has been fraudulent activity within your account. Explain that you wish to file a dispute, and demand that they assist you in accordance with Federal Regulation E.
According to the majority of victims interviewed by Rip-off Report, those who immediately called their banks to dispute the charges did not get very far. Many victims got the following responses from their banks: we could not do anything for you or you waited too long; it has been more than 60 days.
If the bank is says that you have waited too long, explain to them how you called their 800 number as soon as the charges were found, and were told by the bank that nothing could be done. Remind the bank that they failed to assist you properly at the 800 #, and instead, provided you with an inadequate explanation of your right to dispute. Tell the bank that it's their fault time has expired, and since they gave you the wrong info to begin with, they will just have to deal with it, take the loss and reverse the charges.
Tell them the truth; this was unauthorized and your account was NOT to be charged! Keep emphasizing how you never authorized anything! Direct them to the hundreds of victims reports that were filed on Rip-off Report.com. And if you're at the bank, walk them over to their computer and make them go to this site! If you are on the phone with them, tell them you will wait while they access this site! Either way, be persistent!
DO NOT TAKE NO FOR AN ANSWER!
Let them know nicely, that you were advised to Report them (the Bank) and this situation to the Banking Commission in your state. Since each state has a different name for the agency/controller over banks, find that name before you call or get to the bank so you can throw it in their face. The more knowledgeable you appear to be, the further you will get.
And just continue to demand the Federal Regulation E form! The bank CAN, MUST and WILL reverse the charge! But, you must be persistent; ask to speak to the supervisor or the area manager for all the branches in the state.
Let the bank personnel know you are meeting with the media later in the day, that you would much rather they do the right thing (as most other banks have) by looking at the complaints and immediately reversing the charge(s) to your account; no matter how long ago it was. Be sure to call the Media if necessary so you are telling the truth.
If you have to, be loud (but nice) in front of other customers. If you are just calling by phone, the above tactics should still work. The bank can easily fax or mail to you the Federal Regulation E dispute form.
CHARGES TO YOUR CREDIT CARD
If the charge was to your credit card (not debit card, check card, or checking account), contact the credit card company as soon as possible to request a dispute form. Consumers usually have a little longer to dispute fraudulent credit card charges (up to 6 months), but it is better to act right away. In this type of situation, credit card disputes are usually successful since fraudulent companies often won't contest the disputed charge. In rare cases, credit card companies will review disputes, but refuse to reverse the charges. If this occurs, complain to a manager and let them know you will be filing a report here.
Remember Don't let them get away with it! Make sure they make the Rip-off Report .. The more Reports filed on a Company or individual, the more likely it is that the authorities, media and attorneys will want to take action.
And good luck Let us know how you do!
ED Magedson Founder RipoffReport.com Author of www.ripoffrevenge.com
Rip-off Report PO Box 310, Tempe, Arizona 85280
I contacted Teresas Family Cleaning looking for a team to clean a house I had just bought from a hoarder. It hadnt been cleaned in what appeared to be years and there was an awful lot of pet hair in addition to the general grime. I informed the woman with whom I placed the order of this and that another company I had previously contacted informed me upon seeing the home that they felt unequipped to clean the property. She gave me an estimate of 3-6 hours. I told her that my budget for the job was about $500, but I understood if the cleaners required the full 6 hours (which would have come out to $580) that was fine. I asked to be billed and she said that the cleaners would leave a bill, but that she needed to take a credit card number for security. Thinking that sounded reasonable, I obliged. (The manager later told me that the cleaners never leave invoices, so perhaps the sales rep had only been mistaken.)
When I arrived at the property the day of the cleaning, the team had been in the home for going on 10 hours. I asked how long they expected to stay and the lead woman said at least 2 more hours. I excused them, even though the job was not near finished. I did not engage her in a conversation about billing because I believed it would be better to contact the office in the morning to find out how they expected to charge me for the job, rather than argue with the maid.
When I called the office at 11am the following day, I was informed by the sales rep that Teresas Family Cleaning had ALREADY charged my card for $1,000. I explained that I had expected the job to take no more than 6 hours and could not afford to pay $1,000 when I had not authorized the job or the charge. I was told by the office manager that the estimate was not binding, nor did it constitute cap on the job. She also said that upon entering the house, the team could tell that the job would take far longer than the previously quoted estimate. However, AT NO TIME DID THE COMPANY CONTACT ME to ask whether I wanted the job done for TWICE the estimated cost.
They preformed work we did not request nor want/need done (scrubbing the floors when we were going to have them refinished a few days later, etc.) I asked the manager if she would be alright with her mechanic acting the same way (taking the car for an oil change and then replacing other "needed" parts) and she said absolutely not, but that this was somehow "different." She could not say how.
I sent a number of detailed emails to the sales rep and to Teresa herself, without response. Finally, when the office manager contacted me a week later, she simply reiterated what I had been told on the phone, that the 6 hours was not a cap and the girls were authorized to stay as long as it took to perform the job.
Teresa herself could not be bothered to address the matter.
This company effectively stole about $400 right out of my bank account.
Their website is beautiful and they claim to do a fair amount of charity, but the fact is that in this case, Teresas Family Cleaning acted unprofessionally and unethically. The work was good, but dont trust a thing they tell you. If you decide to use Teresas Family Cleanings services, make sure you get everything in writing and, if you can avoid it, dont give them your credit card.
EDitor's Suggestions on how to get your money back!
HERE IS WHAT RIP-OFF REPORT SUGGESTS YOU DO:
Go to your bank within 60 days of the charge, or as soon as you know about the charge, don't delay, and tell them that there has been fraudulent activity within your account. Explain that you wish to file a dispute, and demand that they assist you in accordance with Federal Regulation E.
According to the majority of victims interviewed by Rip-off Report, those who immediately called their banks to dispute the charges did not get very far. Many victims got the following responses from their banks: we could not do anything for you or you waited too long; it has been more than 60 days.
If the bank is says that you have waited too long, explain to them how you called their 800 number as soon as the charges were found, and were told by the bank that nothing could be done. Remind the bank that they failed to assist you properly at the 800 #, and instead, provided you with an inadequate explanation of your right to dispute. Tell the bank that it's their fault time has expired, and since they gave you the wrong info to begin with, they will just have to deal with it, take the loss and reverse the charges.
Tell them the truth; this was unauthorized and your account was NOT to be charged! Keep emphasizing how you never authorized anything! Direct them to the hundreds of victims reports that were filed on Rip-off Report.com. And if you're at the bank, walk them over to their computer and make them go to this site! If you are on the phone with them, tell them you will wait while they access this site! Either way, be persistent!
DO NOT TAKE NO FOR AN ANSWER!
Let them know nicely, that you were advised to Report them (the Bank) and this situation to the Banking Commission in your state. Since each state has a different name for the agency/controller over banks, find that name before you call or get to the bank so you can throw it in their face. The more knowledgeable you appear to be, the further you will get.
And just continue to demand the Federal Regulation E form! The bank CAN, MUST and WILL reverse the charge! But, you must be persistent; ask to speak to the supervisor or the area manager for all the branches in the state.
Let the bank personnel know you are meeting with the media later in the day, that you would much rather they do the right thing (as most other banks have) by looking at the complaints and immediately reversing the charge(s) to your account; no matter how long ago it was. Be sure to call the Media if necessary so you are telling the truth.
If you have to, be loud (but nice) in front of other customers. If you are just calling by phone, the above tactics should still work. The bank can easily fax or mail to you the Federal Regulation E dispute form.
CHARGES TO YOUR CREDIT CARD
If the charge was to your credit card (not debit card, check card, or checking account), contact the credit card company as soon as possible to request a dispute form. Consumers usually have a little longer to dispute fraudulent credit card charges (up to 6 months), but it is better to act right away. In this type of situation, credit card disputes are usually successful since fraudulent companies often won't contest the disputed charge. In rare cases, credit card companies will review disputes, but refuse to reverse the charges. If this occurs, complain to a manager and let them know you will be filing a report here.
Remember Don't let them get away with it! Make sure they make the Rip-off Report .. The more Reports filed on a Company or individual, the more likely it is that the authorities, media and attorneys will want to take action.
And good luck Let us know how you do!
ED Magedson Founder RipoffReport.com Author of www.ripoffrevenge.com
Rip-off Report PO Box 310, Tempe, Arizona 85280
2 Updates & Rebuttals
Nicole
Rocky Point,New York,
United States of America
How much clearer could we be?
#2UPDATE Employee
Fri, October 12, 2012
I remember this like it was yesterday because we rarely have customers complain about pricing due to how clear we are prior to booking any appointments. When we book any first time appointments we clearly state that we are $89.50 per hour for a team of two people. We give a rough estimate over the phone but we clearly tell the customer that it depends on the condition of the home! After we book the first appointment we then send the customer a Consent of Polices to sign and send back to us. The consent of polices states that we are $89.50 per hour and hold a two hour minimum. At any point during the phone conversation or even during the cleaning if the customer would have stated she had a budget we would have simply placed a Cap on the job. We went to the home and after spending all the time in the house the customer then turned around and stated that she had a budget and did not want to pay for the time the crew spent in the home.
We apologized if she felt we had "Ripped her Off" but she contracted us by the hour. We went we to her house and cleaned every second we where there. We have been in Business for 23 Years. We are a reputable company and do not pride our selves on "ripping people off". We would not be in business if this was the case. The credit card company also felt the same way as we did otherwise she would have won the charge back she had done on her credit card. We felt that the customer was trying to do what ever they could to get something for nothing. Sure we could have given her a free cleaning afterwards but we donate cleanings free of charge to anyone under going cancer treatment and that means that is one less cleaning for people that under going treatment and truly need the services for free. Any questions please don't hesitate to contact our office obviously i can not go into detail about this specific customer but call to book an appointment and see how clear we truly are.
Teresa''s Family Cleaning
Rocky Point,New York,
USA
Rebuttal from Teresa's Family Cleaning
#3REBUTTAL Owner of company
Thu, September 01, 2011
When the home owner called in on August 5th, an approximate estimate of the time we anticipated the home cleaning would take was created based on the information he provided. It was made clear that this was only an estimate, and the cleaning may take longer then the estimated time. The level of dirt and debris in the home exceeded what the home owner described over the telephone. The home owner informed our crew upon his visit to the home that there were two cleaning companies that were contacted before Teresas Family Cleaning that refused to clean the home.
The billing process was also explained at that time Teresas Family Cleaning pre authorizes your credit card the day before the cleaning to ensure the funds are available. This is released upon receipt of payment, but may take several days for your credit card company to release the funds. At the time of service, we accept cash, check or credit card. If payment is not rendered at the time of service, the charge will be placed on the credit card on file. This is clearly spelled out in the contract
that the home owner signed on August 5, 2011. Our crews do not have the ability to leave a bill or invoice at the home.
Our crew arrived at the home at 8:20 am. The home owner arrived at the home at approximately 5:45 pm. At that time the crew stated that they had approximately two more hours of cleaning in order to complete the home. The home owner then began a telephone conversation after which he came back to the crew and asked the crew to do a few more small things and asked them to wrap up after those items were completed. The crew then provided a quality control check list, and the crew leader noted that they had been there ten hours and that the homeowner did not want living front room vacuumed or mopped no molding windowsill damp wiped dusted only.
The total charge for the cleaning amounted to $1002.07, which was charged in several increments - $500, $500 and $2.07 totaling out to $1002.07. The card was charged in increments due to the fact our credit card company will only let us charge a maximum of $500 per transaction. Billing is completed every evening upon the crew's return from the field, or first thing next morning if the crew returns after the office is closed for the evening.
On the initial call the home owner was given a brief rundown of all the services we provide in the home - All rooms get dusted ceiling to floor, we use dusters as well as cloths. We damp wipe ceiling fans, light fixtures, window sills, baseboards, doors, mouldings, and mini blinds. The bathrooms get fully scrubbed from top to bottom. In the kitchen, all appliances, cabinets, counter tops and eating areas get wiped down. All floors will be vacuumed. All floors that can be mopped will be. Sliding glass doors get cleaned inside and out, outside weather permitting. Trash is collected from room to room and discarded at the end of the job. We also informed the customer we will add on services as needed, such as cleaning inside of cabinets, but that will add time to the service. The customer requested the inside of everything in kitchen and bath get done along with the windowsills, baseboards and walls. This was noted for the crew going to the home.
Both of the homeowners - husband and wife have been in touch with us. The husband is the person who made the initial call, all other communications have come from his wife. If a cap had been requested, a cap waiver would have been sent out along with the contract, credit card authorization form and a damage waiver, all of which were signed and returned to our office promptly by the homeowner.
Teresa's Family Cleaning charged the homeowner the hourly rate that was quoted during the initial call, we did not "steal" money from the homeowner. The homeowner stated to get everything in writing from Teresa's Family Cleaning, and they did receive our policies which explain all of our polices - which they signed and returned to us as noted earlier in this statement.
