Marlow Moore <marlowlu@gmail.

com>

Purple Fig Appointment Time! 🌱

12 messages

Purple Fig Eco Cleaning Company <thefigtree@cleanfig.com> Fri, Mar 25, 2022 at 2:56 PM
To: Marlow Moore <marlowlu@gmail.com>

Hi Anne,

Thanks so much for hanging tight for an appointment! You're in luck! 🎉

We found a spot for your home this Monday, 3/28 around 1:15pm. I know we already confirmed over the phone, but here's
the official confirmation for you too!

If you're ready to book, we just need a few more items of information, then you will be on your way to a sparkling and
naturally clean home!
____________________

*Is there a gate code?:

*Where should our team park? (We require parking for at least 2 vehicles either in a driveway or on the street in front of
the home):
*What kind of pet/pets do you have and what is its/their name?:
*Where are your kitchen trash bags and outside trash bin located?:
*Where is your breaker box located?:
*We provide all cleaning supplies except for a toilet brush, do you have one of those for each bathroom? (If not we can
bring one for each bathroom for you to keep for an additional $5 each):
*Will someone be there to let us in, will you leave a key, or is there a lockbox/keypad?:
*If you would like your bed linens stripped and changed, please leave a fresh set out on the bed. Dirty sheets will be
bundled in a pillowcase and placed near your washing machine.
*Do you have any notes/special requests for your clean?:
*What's your preferred communication method? (text/call/email):
*The last thing we will need is a credit card to put on file (your appointment is not confirmed until we have this on file).
Feel free to give the office a call anytime between 8:00 am and 4:00 pm, Monday through Friday before your scheduled
clean. We also have a client portal and will be emailing you a login soon where you can update your information online! 
____________________

**A note about our Initial Cleaning Estimate: Our estimate for your McKinney Falls package is $500 - $540 + tax. This
is a range that most clients fall into based on our experience. If we think we might exceed the high end of the estimate we
will give you a call to give you the details why, a firm price (above the high end of your quote) and you will have the ability
to approve or deny this overage. If you deny the overage we will discuss priorities with you and guide the team to the
agreed upon stopping point. If we are unable to contact you during your clean, we will stop at the high end of your quote
and let you know what areas we were able to complete.
*INITIAL HERE ACKNOWLEDGING YOU HAVE READ AND UNDERSTAND THIS _______

Our residential cleans are booked between 9:00 am and 2:00 pm, Monday - Friday. Please allow for a 2-hour arrival
window (1 hour before and 1 hour after the original start time, except for 9am appointments) to allow for flexibility as we
navigate Austin traffic driving from clean to clean.

**IF you cancel or reschedule an Initial appointment with 24 business hours notice or less you will be charged a 50%
cancellation fee of your Initial quoted price (Business hours Monday - Friday 8:00 am - 4:00 pm) *INITIAL HERE
ACKNOWLEDGING YOU HAVE READ AND UNDERSTAND THIS _____

 If you have any questions feel free to call, text, or email and I would be happy to answer them for you. Thanks so much
and have a fabulous weekend!

*INITIAL HERE ACKNOWLEDGING YOU HAVE READ AND UNDERSTAND OUR POLICIES AND COVID PROTOCOLS
______

On Fri, Mar 25, 2022 at 11:13 AM Marlow Moore <marlowlu@gmail.com> wrote:

Hi Courtney,

Thanks so much for getting back to me. I was really hoping to get this done as soon as possible so we can begin
unpacking - what's the next available time right now? I would definitely like to take any canceled appointments that
open up!

---Anna

On Fri, Mar 25, 2022 at 11:06 AM Purple Fig Eco Cleaning Company <thefigtree@cleanfig.com> wrote:

Hiya Anna,

Thank you for filling this out! We are so excited you are interested in booking with The Purple Fig.

We have some availability coming up in a couple weeks. Did you have a specific date in mind for when you were
looking to schedule a cleaning? If you would like me to send you a date for your Initial clean, please let me
know and I'll send you our next available appointment time.

*We also have a cancellation list, and can let you know if anything opens up sooner!

Once you have had an Initial visit, we guarantee a spot on our recurring calendar for your home.

Again, it was a pleasure talking to you and we are so excited to hear from you soon!

Courtney McDevitt
THE PURPLE FIG ECO CLEANING CO.
Assistant Office Coordinator
She/They/Babe
 www.cleanfig.com

         

Marlow Moore <marlowlu@gmail.com> Sat, Mar 26, 2022 at 8:49 AM

To: Purple Fig Eco Cleaning Company <thefigtree@cleanfig.com>

Hi Courtney,

Sorry for the delay in getting this back to you! Please let me know if you have any questions.

Thank you!
---Anna

On Fri, Mar 25, 2022 at 2:56 PM Purple Fig Eco Cleaning Company <thefigtree@cleanfig.com> wrote:

Hi Anne,

Thanks so much for hanging tight for an appointment! You're in luck! 🎉

 We found a spot for your home this Monday, 3/28 around 1:15pm. I know we already confirmed over the phone, but
here's the official confirmation for you too!

If you're ready to book, we just need a few more items of information, then you will be on your way to a sparkling and
naturally clean home!
____________________

*Is there a gate code?: No

*Where should our team park? (We require parking for at least 2 vehicles either in a driveway or on the street in front of
the home): Street or driveway
*What kind of pet/pets do you have and what is its/their name?: 2 rabbits (Allen and Echo)
*Where are your kitchen trash bags and outside trash bin located?: bags under the sink, bin in front of the garage
*Where is your breaker box located?: garage
*We provide all cleaning supplies except for a toilet brush, do you have one of those for each bathroom? (If not we can
bring one for each bathroom for you to keep for an additional $5 each): Yes
*Will someone be there to let us in, will you leave a key, or is there a lockbox/keypad?: I will be there
*If you would like your bed linens stripped and changed, please leave a fresh set out on the bed. Dirty sheets will be
bundled in a pillowcase and placed near your washing machine.
*Do you have any notes/special requests for your clean?: No
*What's your preferred communication method? (text/call/email): Call or text
*The last thing we will need is a credit card to put on file (your appointment is not confirmed until we have this on file).
Feel free to give the office a call anytime between 8:00 am and 4:00 pm, Monday through Friday before your scheduled
clean. We also have a client portal and will be emailing you a login soon where you can update your information online! 
____________________

**A note about our Initial Cleaning Estimate: Our estimate for your McKinney Falls package is $500 - $540 + tax.
This is a range that most clients fall into based on our experience. If we think we might exceed the high end of the
estimate we will give you a call to give you the details why, a firm price (above the high end of your quote) and you will
have the ability to approve or deny this overage. If you deny the overage we will discuss priorities with you and guide
the team to the agreed upon stopping point. If we are unable to contact you during your clean, we will stop at the high
end of your quote and let you know what areas we were able to complete.
*INITIAL HERE ACKNOWLEDGING YOU HAVE READ AND UNDERSTAND THIS __AMM_____

Our residential cleans are booked between 9:00 am and 2:00 pm, Monday - Friday. Please allow for a 2-hour arrival
window (1 hour before and 1 hour after the original start time, except for 9am appointments) to allow for flexibility as we
navigate Austin traffic driving from clean to clean.

**IF you cancel or reschedule an Initial appointment with 24 business hours notice or less you will be charged a 50%
cancellation fee of your Initial quoted price (Business hours Monday - Friday 8:00 am - 4:00 pm) *INITIAL HERE
ACKNOWLEDGING YOU HAVE READ AND UNDERSTAND THIS __AMM___

If you have any questions feel free to call, text, or email and I would be happy to answer them for you. Thanks so much
and have a fabulous weekend!

*INITIAL HERE ACKNOWLEDGING YOU HAVE READ AND UNDERSTAND OUR POLICIES AND COVID
PROTOCOLS __AMM____

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Purple Fig Eco Cleaning Company <thefigtree@cleanfig.com> Mon, Mar 28, 2022 at 9:13 AM
To: Marlow Moore <marlowlu@gmail.com>

Good morning, Anna! 

Thank you for getting these back to me! You should see your Client Portal email now and can add your payment
information as well as set any notification preferences there! Feel free to call with payment info if that is easier. 
 Looking forward to our visit today!

Thanks,

Courtney McDevitt
THE PURPLE FIG ECO CLEANING CO.
Assistant Office Coordinator
She/They/Babe
 www.cleanfig.com

         

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Marlow Moore <marlowlu@gmail.com> Mon, Mar 28, 2022 at 10:04 AM

To: Purple Fig Eco Cleaning Company <thefigtree@cleanfig.com>

Thanks, I just filled it out. I think the billing info for the card I'm using is actually a different address - should I correct that
under My Billing Addresses? I didn't want to add confusion by adding another address if it's not necessary, but I definitely
want the card to work!

---Anna

(512) 919-9750
marlowlu@gmail.com
8202 Peaceful Hill Lane
Austin, TX  78748
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Purple Fig Eco Cleaning Company <thefigtree@cleanfig.com> Mon, Mar 28, 2022 at 10:20 AM
To: Marlow Moore <marlowlu@gmail.com>

Hi again Anna! Yes, if you can correct the billing address, that would be great!  It won't affect the cleaning address we
have set up already. 

Thanks again for taking care of things!

Courtney McDevitt
THE PURPLE FIG ECO CLEANING CO.
Assistant Office Coordinator
She/They/Babe
 www.cleanfig.com

         

[Quoted text hidden]

Marlow Moore <marlowlu@gmail.com> Mon, Mar 28, 2022 at 11:31 AM

To: Purple Fig Eco Cleaning Company <thefigtree@cleanfig.com>
 Ok I added it but I'm not seeing a way to delete the other address. Let me know if I should do anything else!

Thank you!
---Anna

(512) 919-9750
marlowlu@gmail.com
8202 Peaceful Hill Lane
Austin, TX  78748
[Quoted text hidden]

Marlow Moore <marlowlu@gmail.com> Tue, Mar 29, 2022 at 1:41 PM

To: Purple Fig Eco Cleaning Company <thefigtree@cleanfig.com>

Hi Courtney,

Thanks for your call yesterday. After the crew left we definitely found several areas that were still lacking cleanliness,
some of which were things we pointed out during the walkthrough before they gave it another try (tops of door frames,
flooring corners, scrubbing floors, blinds). We understand that this is an old house and not all damage or stains are
removable, but the spots that we found were missed are getting easily fixed when we try simple wiping or scrubbing. I'm
not sure we're comfortable having another pass taken at these areas. Is there a more detailed team that can be assigned
to this? Please let me know your thoughts!

---Anna

(512) 919-9750
marlowlu@gmail.com
8202 Peaceful Hill Ln
Austin, TX  78748
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Purple Fig Eco Cleaning Company <thefigtree@cleanfig.com> Thu, Mar 31, 2022 at 2:55 PM
To: Marlow Moore <marlowlu@gmail.com>

Hi Anna,

Thank you so much for taking the time to send in these photos. We really appreciate it!

After reviewing the photos you sent and touching base with our team, I hope I am able to help shed light on these issues
for you.

With respect to the pictures of your blinds and baseboards, I do see there is residual grime in the photos you sent.
Unfortunately, if hand wiping with a cloth does not take care of the grime, we consider that beyond our scope. If our team
had to scrub the baseboards or blinds with additional tools, we would worry about damaging them.

We are sorry that the team missed the small toy in the corner behind the bedroom door. I did touch base with them about
the floors, and they let me know that they mopped the floor multiple times in the areas that required the most attention. I
do see the grime in the corners, but as with hand-wiping baseboards with our cloths, we do not scrub floors with any tools
beyond mopping with our usual method involving our rubber head mops and microfiber cloths.

With regard to the picture of the window sill, similar to my comments above, anything that requires the interior of windows
to be scrubbed in order to remove is considered beyond our scope. Though I do apologize if any of the interior sliding
compartments were unnecessarily skipped, as the crew may have been prioritizing areas they felt would have the greatest
impact.

As to the doors, I do understand your concern. I can tell from your photos that it appears the team did attempt to remove
as much dust as they could with their dusters. However, the accumulation of grime in older homes often makes dust quite
sticky, requiring cleaning solutions and scrubbing to remove, which, again, was beyond our scope.

In an effort to avoid redundancy, I would like to include this link to our website that lists everything that is included in our
cleaning packages, as I believe it provides very useful information in letting our clients know what to expect from their
Purple Fig clean.

On the invoice we sent with your final total (attached below), you can see we applied a $191 discount, as our team did
exceed the budget for your home and we wanted to ensure that they were able to make significant improvements to
the house without charging you more than what you were quoted. 

Again, we do appreciate you taking the time to communicate your expectations and disappointments with us. We are
always working to improve our own processes, and communication such as this from our clients is our most valuable
asset in this endeavor. That said, I have thoroughly looked over the before and after photos that our team sent us from
your appointment and can see that they did what we would consider a thorough job for an initial visit. I am more than
happy to share these photos with you as well if you would like. Please let me know. As mentioned they did stay beyond
our quoted budget for your home to work hard to bring things up to Purple Fig standard to the best of our ability.

I would like to say that we try our best to bring all Initial visits up to Purple Fig standard, but sometimes due to how well
lived in the home is and the amount of build up, our team does have to do what they can at that visit and then we hope
that we are able to continue to give the home TLC at recurring visits to bring things up to standard.

I do apologize if you truly feel that they did not perform an adequate job or for any misunderstanding regarding
expectations. We do our best to communicate as thoroughly as possible, and we understand that we're not always the
best fit for homes.

Thank you again, and please let me know if I can help with anything further.

 Phil Blackwell
THE PURPLE FIG ECO CLEANING CO.
Culture Coordinator
She/Her
 www.cleanfig.com

         

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INVOICE-EAAAAGSsL2IbYHyzpmkHNPtj5SOSLzrs8KxiRhowNCZnFg3J-03_31_2022184102.pdf

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Marlow Moore <marlowlu@gmail.com> Thu, Mar 31, 2022 at 9:26 PM

To: Christopher Hill <mr.christopherhill@gmail.com>

Hi Phil,

I was very careful to explain the condition of the house to both Courtney over the phone when requesting an appointment,
and to the crew when they showed up. The only thing ever conveyed to me by anyone at Purple Fig was no problem, we
can handle that. I wish I had been informed that purchasing your most intensive package would still not be able to get my
house to a liveable level of cleanliness. It was never mentioned that in order to get to that point I would need to schedule
weekly cleanings afterward for an indefinite period of time. Had I known that was the case, I would have sought help
elsewhere. I believe it would benefit your company to be very upfront about what the "scope" of the work performed will be
so that customers aren't expecting a clean home when it's not a possibility. If it was mentioned at any time that there
would be no scrubbing involved, I would have immediately known that this was not going to be a good fit.

As for the blinds, I was able to get the smudges off by wiping with a sponge and water - this was not a detail that required
any kind of scrubbing. Your website states that the blinds would be cleaned and they are definitely not. I wish someone
had been specific with me that the floors would not be scrubbed at all, given the amount of dirt buildup that I tried my best
to explain. Also to be clear, all of the interior sliding compartments of the windows were skipped and all windows had been
opened for easy access to these areas. Even if they had just vacuumed the dirt out of these areas, it would have been
helpful. I'm not understanding your explanation about the crew prioritizing certain areas. I was under the impression the
McKinney Falls package was to be a complete cleaning - was there a time or workload restriction I'm not aware of?

I was very clear with staff that this is an older home and that grime would be involved because of the state it was left in by
previous tenants. Due to the agreeable nature of everyone, I was given the impression that that was not beyond the scope
of the cleaning package I ordered. I completely understand that this home was probably in worse shape than you guys are
used to seeing, but I don't know how I could have been any more transparent that that would be the case here. I'm not
trying to make the argument that the team didn't make any improvements and I appreciate that they went beyond what
they felt they should have done, however I wish it was made clear to us the condition our home would be left in and how
much work we would have to put in, after paying for your service, to actually get it clean enough to move into. I think
communication is a major issue here and had I known what the result would be, I would have gone with a company more
willing to do a thorough job.

I'm really disappointed that there is no offer at this point from you guys to try to make this right. When I spoke with
Courtney after our walkthrough, while the crew was retrying some areas, she let me know that the team had to leave after
those touch-ups but if there was anything left that we were still unsatisfied with, that someone else would come finish up
as soon as possible and work around us as we were moving in. At that point I was optimistic that Purple Fig was
determined to leave us happy and provide what I initially asked for - a deep clean. I was hoping we could agree on
something before adding my experience to a review, including the photos you received as well as others we've taken in
the meantime. Based on my communications with other companies, this was not an inexpensive service and I don't feel
as though I got nearly what I thought I was paying for. Would you still be willing to attempt resolving this?

---Anna Moore
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 INVOICE-EAAAAGSsL2IbYHyzpmkHNPtj5SOSLzrs8KxiRhowNCZnFg3J-03_31_2022184102.pdf

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Marlow Moore <marlowlu@gmail.com> Fri, Apr 1, 2022 at 8:13 AM

To: Purple Fig Eco Cleaning Company <thefigtree@cleanfig.com>

Hi Phil,

I was very careful to explain the condition of the house to both Courtney over the phone when requesting an appointment,
and to the crew when they showed up. The only thing ever conveyed to me by anyone at Purple Fig was no problem, we
can handle that. I trusted that that meant our concerns would be addressed and we would be left with a clean home. I
wish I had been informed that purchasing your most intensive package would still not be able to get my house to a
liveable level of cleanliness. It was never mentioned that in order to get to that point I would need to schedule weekly
cleanings afterward for an indefinite period of time. Had I known that was the case, I would have sought help elsewhere. I
believe it would benefit your company to be very upfront about what the "scope" of the work performed will be so that
customers aren't expecting a clean home when it's not a possibility. If it was mentioned at any time that there would be no
scrubbing involved, I would have immediately known that this was not going to be a good fit.

As for the blinds, I was able to get the smudges off by wiping with a sponge and water - this was not a detail that required
any kind of scrubbing. Your website states that the blinds would be cleaned but they are definitely not, and why would the
statement "smudges removed" in the link you sent not apply to the smudges left on the blinds? The website also mentions
baseboards being cleaned. If the baseboards are dirty enough to require some scrubbing, why would that not be
encompassed in the term "cleaned" unless otherwise specifically stated? I would ask the same question about the
refrigerator - if your website's statement is that it will be cleaned, why would it be left so dirty that I have to clean dirt and
food off of it afterward? Also, why is touching the showerhead not included in cleaning the tub area as the website
mentions? What does the claim "remove cobwebs" entail if there are cobwebs left on door hinges and vents (particularly
the kitchen A/C vent)? I should also tell you I've recently started recleaning the drawers and cabinets in the kitchen and
there was a lot of dirt left behind. Even after we did a walkthrough and pointed out the issues with the blinds, door jambs
and baseboards and were made to feel it would all be taken care of, they were still not left clean.

I wish someone had been specific with me that the floors would not be scrubbed at all, given the amount of dirt buildup
that I tried my best to explain. Also to be clear, all of the interior sliding compartments of the windows were skipped and all
windows had been opened for easy access to these areas. Even if they had just vacuumed the dirt out of these areas, it
would have been helpful. I'm not understanding your explanation about the crew prioritizing certain areas. I was under the
impression the McKinney Falls package was to be a complete cleaning - was there a time or workload restriction I'm not
aware of?

I was very clear with staff that this is an older home and that grime would be involved because of the state it was left in by
previous tenants. Due to the agreeable nature of everyone, I was given the impression that that was not beyond the scope
of the cleaning package I ordered. I completely understand that this home was probably in worse shape than you guys are
used to seeing, but I don't know how I could have been any more transparent that this would be the case here. I'm not
trying to make the argument that the team didn't make any improvements and I appreciate that they went beyond what
they felt they should have done, however I wish it was made clear to us the condition our home would be left in and how
much work we would have to put in, after paying for your service, to actually get it clean enough to move into which is
what I was offered when I decided to schedule an appointment. I think communication is a major issue here and had I
known what the result would be, I would have gone with a company more willing to do a thorough job.

I'm really disappointed that there is no offer at this point from you guys to try to make this right. When I spoke with
Courtney after our walkthrough, while the crew was retrying some areas, she let me know that the team had to leave after
those touch-ups but if there was anything left that we were still unsatisfied with, that someone else would come finish up
as soon as possible and work around us as we were moving in. At that point I was optimistic that Purple Fig was
determined to leave us happy and provide what I initially asked for - a deep clean, which is not at all what we ended up
with. I was hoping we could agree on something before adding my experience to a review, including the photos you
received as well as others we've taken in the meantime. Based on my communications with other companies, this was not
an inexpensive service and I don't feel as though I got nearly what I was told I was paying for. I notified you guys of this,
y'all said you would come back and fix it, and are now refusing to do just that.

At this point, we want a full refund because you failed to deliver what I asked for and what was agreed upon, namely a
clean house. Telling me you can provide that for the price I agreed to and then failing and making the claim that fully
cleaning the house is not in your scope of work is not sufficient. The exact statement from your own website is "Your
satisfaction is guaranteed or our job isn’t done." That is entirely contradictory to what you told me in your last email.

---Anna Moore

 (512) 919-9750

marlowlu@gmail.com

8202 Peaceful Hill Ln

Austin, TX  78748

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Purple Fig Eco Cleaning Company <thefigtree@cleanfig.com> Fri, Apr 1, 2022 at 10:59 AM
To: Marlow Moore <marlowlu@gmail.com>

Hi Anna,

Thank you so much for your email.

I'm so sorry we were not able to meet your expectations and I know that is frustrating.  To give you a little bit more color
into the mention of recurring cleans, when a home has been well lived in, there isn't one clean that can go in and bring it
entirely to the level of cleanliness that a consistently well maintained home feels.  
I did take a look at all correspondence and touchpoints between yourself and my office and our process was followed. 
Some of the items you mentioned were within scope of the clean and some were not.  

This said, you are completely correct that we stand by our satisfaction guarantee.  If you think the work done was worth
$0 to you and your home, then you will not be charged.  Please let me know how you would like to proceed.

We wish you the best of luck in finding a better fit for your home!

Warm regards,
  

Amanda May

THE PURPLE FIG ECO CLEANING CO.

CEO
She/Her
 www.cleanfig.com

         

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Marlow Moore <marlowlu@gmail.com> Fri, Apr 1, 2022 at 1:35 PM

To: Purple Fig Eco Cleaning Company <thefigtree@cleanfig.com>

Hi Amanda,

Thank you, we appreciate your willingness to not charge for the cleaning and that's how we would like to proceed. The
stress of this experience due to a lack of communication from you guys has far outweighed any benefits of the incomplete
cleaning the crew was able to perform. I informed everyone involved that the home was well lived in and the first mention
of a recurring cleaning being required was not until I had already voiced my concerns on three separate occasions and
came 3 full days after the cleaning. It was also never mentioned that the initial clean would not get the job done, in fact I
was told the opposite. I feel that I should have been informed what would not be within the scope of cleaning so I had an
accurate idea of what would actually be accomplished for the agreed upon price. Hopefully Purple Fig will be able to be
more honest with your customers in the future.

---Anna Moore

(512) 919-9750

marlowlu@gmail.com

8202 Peaceful Hill Ln

Austin, TX  78748

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