Our company was contacted by Rebecca Wagner, a employee of Hearthview Residential. Ms. Wagner indicated that she was looking for a quote on 9 properties. She indicated that her company was not pleased with their current cleaner, based on the rates they were being charged. Ms. Wagner stated that the rate she was quoted by us was acceptable and much lower than the rates they were currently paying.
Ms. Wagner was informed that no contract would be required regarding any certain amount of cleans her company needed to schedule. She was informed that we would offer a discounted rate off of our normal rates, with the understanding that we would be cleaning approx 9 properties per month.
We contacted Ms. Wagner about a week later and she indicated that she was confident that they would be using our company and would touch back with us when it was approved. We received a call from Ms. Wagner on 11-9-07 asking our staff to check the schedule and call her on Monday, (11-12-07) with what day we could get the properties cleaned. We attempted to reach Ms. Wagner on Monday, but we were directed to leave a message on the main voicemail.
On Tuesday, 11-13-07, Ms. Wagner contacted our office and agreed that we would send the terms via email to her and to "go ahead and schedule 3 properties for Thursday, Nov. 15. Our company sent the terms via email several times to Ms. Wagner. The emails were sent on 11-13-07 at the following times:
1:50 2:04 3:13 3:27 At approx. 3:51pm, Ms. Wagner e mailed our office requesting nothing more than the name to be changed from CRG Residential to Hearthview Residential. (CRG Residential is the name which appears on our Caller ID System). She simply stated she could not sign it until it is changed. There was never any discussion or concerns mentioned. At 6:31pm, the changes were made and the email sent. We attempted to reach Ms. Wagner the following day, 11-14-07 and were sent to voicemail.
At approx. 3:31pm, Ms. Wagner contacted our office and indicated that she needed to cancel the services and reschedule for after the Thanksgiving holiday. We replied to that email indicating our next available date would be 11-27-07. Another email was also sent when it was brought to our attention that Ms. Wagner had failed to provide our company with the 24 hour cancellation notice.
This email was not holding Hearthview responsible for the fees. It was nothing more than a friendly reminder indicating that the terms of our agreement could be cancelled and this needs to be avoided. Ms. Wagner replied to the email stating that she was under the impression that she would not be placed on the schedule until the paperwork was returned, however she was fully aware that she was on the schedule when she spoke with our company and agreed to the appointment. Why would you have to cancel an appointment if you were "not officially on the schedule"?
Ms. Wagner then indicated she wanted to be "off the schedule" for 11-27-07. She also indicated that there were "a couple of items in the terms and agreement that (she) felt could pose significant problems". She never indicated what those problems were. Ms. Wagner indicated that Hearthview would "not be employing services at this time". At this point, we accepted her cancellation and held Hearthview liable for the fees associated in our standard policy.
We also spoke with Ms. Kelly Lawrence, Ms. Wagner's supervisor, and a partner with Hearthview. Although our company tried to remain professional and explain the situation to Ms. Lawrence, it is not our belief that Ms. Lawrence was cooperative. Ms. Lawrence continued to interrupt our staff and make crude comments. She also indicated that she "would tell everyone NOT TO USE" our company. At this point we simply believe that Hearthview has acted quite immature and unprofessional. Do we need to "watch our backs" when up a dark alley now? Threats are nothing more than the irrational actions of a person who has issues dealing with problems. Our company will not be threatened.
We have done nothing wrong. Ms. Lawrence was informed that we record incoming and outgoing phone calls. The offer to let her LISTEN to the conversation she had earlier with our staff was declined by Ms. Lawrence. She actually stated "I do not have time for it". Is it not human nature to WANT to hear or see something that would correct someone that was being told they were incorrect? We simply think if Ms. Lawrence would have LISTENED to our company and staff and heard the recorded conversation, Ms. Lawrence would have agreed that Hearthview acted unprofessional in this matte
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