Hawley Home Maintenance LLC

We provided you with an estimate of $45 per hour for one cleaner. During your conversation with our office staff, you specifically asked how many cleaners would be sent, and we informed you that one cleaner would be assigned. You then requested two cleaners, and we clearly explained that the adjusted rate would be $40 per hour per cleaner. The written estimate also stated that we anticipated the job would take approximately 4 hours for one cleaner at $45 per hour. You later stated that two cleaners were sent without your knowledge or approval. However, I recall that you contacted us when the cleaners were approximately five minutes late, and I informed you they were on the way and provided you with their names. At that time, there was no concern raised about the number of cleaners being sent. Additionally, our team reported that a gentleman was present on-site throughout the service, and he expressed that the cleaners did a very good job, worked hard, and remained productive. In our subsequent text message conversations, you did not dispute this statement, even after it was mentioned multiple times. When my office manager attempted to address your concerns, you declined to speak with her and insisted on speaking directly with me. During our conversation, you requested that your invoice be reduced by 50%. As I explained, I was willing to offer a discount due to the concern you raised regarding a possible miscommunication about the number of cleaners. However, you had also acknowledged that the work completed was satisfactory, and there were no complaints about the quality of service at that time. Only after this discussion did you begin listing multiple issues (floors, lamps, countertops, etc.). At that point, I clarified that throughout our prior communications, you had not mentioned any dissatisfaction or requested a return visit to address concerns. Furthermore, you stated that you were present during the entire cleaning. If that is the case, and you believed there was an issue with the number of cleaners or the time being spent, you had the opportunity to address it in real time. Instead, you allowed the cleaners to complete the full service without objection and only raised concerns after receiving the invoice. Despite this, I still offered a resolution, including: A discounted hourly rate An additional 15% discount Sending the cleaners back to address any concerns at no cost Personally ensuring the work was corrected to your satisfaction You declined all of these options and instead demanded a 30% reduction, stating that if we did not comply, you would leave a negative review to harm our business. At this point, we have: Photos of the property before, during, and after the service A signed invoice from your on-site representative confirming hours worked and satisfaction with the service We have made multiple good-faith efforts to resolve this matter professionally and fairly. However, refusal to pay for completed services leaves us no choice but to proceed accordingly. We value our employees and the honest work they perform. They deserve to be compensated fairly for the services they provided.