MJ Cleaning Solutions Sdn Bhd replied:

Hi BettyButter, we extend our deepest apology for causing deep dissatisfaction on your side which occurred after your cleaning service appointment on 27/10/2016. Summary of Cleaning session performed: Your Appointment was: -2maids 2hours for Afternoon Session 2.00PM-4.00PM on 27/10/2016. -Your house is a 2 storey terrace House in Sungai Long. -Our maid arrived on time at 2.00PM. Our maid left the premise at 4.30PM. Do note that there was extra 30mins given to you FOC. Our Company have been trying to contact you numerous times since then but you do not wish to listen to pick up phone calls from our personnel, hence, we choose to do our clarification here on few things: 1. You were not present during the cleaning session. From our information, it was your mother that was supervising the cleaning process. On the matter of "aged maids", the 2 maids that were sent to you over were in fact of the age of 29 and 49. They are not exactly old if that was your meaning. 2. On your comment on our maids' speed and thoroughness to clean, we are sorry that we are not able to produce "magic" in the sense that we, or we believe anyone that do cleaning service, would be able to do a THOROUGH SPRING CLEANING in 2 hours time with just 2 person for a Double Storey Terrace House. We try and go beyond our promised time to help to finish up the task, however, do take note that we charge on hourly basis and not on lump sum basis. It is impossible, in our definition, to finish up the task that you put up to us. We think that this is a mismatch of expectation from your side. 3. On the miscommunication with our maids about the Promo Code, our Company has successfully refunded RM20 to your bank account on 28/10/2017 via Instant Transfer. We have acted swiftly on the refund. We even offered to refund RM20 by hand on 28/10/2016, however you refuse and do not want it by hand. Therefore, we opted to transfer online to you. Once transferred at 1.30PM on 28/10/2016, we even sent the proof of transfer to you via IBG. However, you denied that you did not received the money on the same day, it is normal because it would take 2-3 days for the transfer to go through, especially considering that 29th and 30th were weekends. However, we think that you are a little offensive on your reply in our conversation about the transfer whereby we were claimed by you to be "cheap skate by using IBG and not Instant Transfer", which we think is not fair as we were not told that you needed the refund so urgently. 3. We do admit that we have technical mistake on our administration whereby we forgot to key in price without entering a note to our driver and maids about the promotional code by Kao Dim. We have apologized quickly on this matter. All in all, the Company still wishes to extend our deepest apology for causing deep dissatisfaction on your side even though we are at the receiving end of the barrage of criticism from you. Our Company feel that we needed to give such clarification on this matter in the public platform as this is about our image and reputation. Our Company strives on quality of service in all departments. Having said this, we charge accordingly to what was promised and we shall not be taken for a ride to fulfill all customer's request. We do fair business and we deliver on all fairness. Thank you. From the Management of MJ Cleaning Solutions Sdn Bhd