Management lack of diligence and conscience
Summary:
They advertise a cleaning fee for 180 Euro on their site. We were ok with that, as we booked anyway, but expected an apartment in good condition. It was not. There were also items missing, and we did not have sheets and towels for one of the three bedrooms. I made a complaint the very evening of check in, and then again 32 hours later as they did not communicate back. I set up a time slot for AIC to drop off the missing items, which also would have served to show them around the apartment, but instead they entered the apt without us being there. I requested a refund of 100 Euros of the 180 Euro cleaning fee, as the cleaning that was done on the apt was a simple wipe down clean, wiping surfaces, cleaning the bathroom, sweeping floors. This does not add up to 180 Euros. My problem with ApartmentinCopenhagen, is that they are charging a cleaning fee of 180euros but only providing a 50-80 Euro clean. They are using an excessive cleaning fee to put money into their pockets instead of delivering a 180 Euro clean as advertised. When I have spoken with them they have made every excuse in the book, and keep trying to put it back on me saying my request did not sound urgent to them or that I did not complaint in their 24 hour time frame, when I did. Well, if taking time from my vacation to list out problems in the apartment on two occasions isn't something that is urgent, than they need to understand why I'm here and the time it takes away from my vacation to do such a thing. At first, I'd like AIC to admit something went wrong, and refund at least a partial amount of the cleaning fee. But, instead, I got denial and aggravation back, so I people need to know what kind of company they are dealing with. This has become a matter of principle not money.
Timeline of emails......
July 2 check- in mid afternoon
July 2, 8:01 pm: First contact to AIC
“We are short on some items in the apartment. There are 6 people staying.> Here is what we are missing.. Please deliver between 4:30-5:30 pm Monday. 2 large towels.> 2 duvet covers> 2pillow covers
> A note on condition of the apt.
> The shade in one of the rooms is crooked and coming off the rod, it really
> should be fixed or replaced.
> One of the duvet covers seems to have some violet staining.
> There are several coat hooks hanging off the wall.
> Door handle to the toilet door is falling off, as well as the toilet roll
> holder.
> The handle to the front door of the apt's screws have been removed.
>
> Bottom line: it feels a bit dilapidated in here. Better care needs to be
> taken, and these minor fixes done to uphold the apt's prestige.”
Monday, July 3rd. We came back to the apt around 4pm, and found that a representative of AIC had entered the apartment without our permission, and left a bag of towels and linens. We asked them to deliver between 4:30-5:30 when we were in the apt. We would have also showed them around the apt to show them the problems at this time. They also did not respond anything via email, just dropped off missing items, and seemingly screwed back in the entry door handle which was missing screws and loose. AIC did not either acknowledge or refute anything else mentioned above. AIC made no communication.
Tuesday, July 4 at 5:19am Since, AIC had not responded back from the email sent on July 2nd, I sent an additional email further elaborating on problems in the apt. I suggested that since we have had problems from the get go, there be an adjustment to the 180 Euro cleaning fee.
Tuesday, July 4 at 10:25 am John wrote back
On Tue, Jul 4, 2017 at 10:25 AM, John wrote:
> Dear leAnne,
>
> We appreciate your feed back, by then we can only improve. We will not
> have time to check today the issues you have been ponting out, but
> exceptionally we can accept you to leave the apartment at 11.00am tomorrow.
> When coming tomorrow after 11.00am to clean after you we check the issues
> you have been pinpointing we will be back to you.
>
> Best regards
>
> John Hansen
July 5, 2017
We received an automated email to review the property with a link. John did not get back to us, as he mentioned he would in the last communication.
July 23, 2017
It looks like I tried to send a follow up email, but it did not go through. I completed the review 2 days later
July 25, 2017
Completed the review, citing problems and another request for refund of part of the cleaning fee
August 24, 2017
I sent a follow up email requesting for a refund of 100 euro of the 180 euro fee. Citing that the cleaning and condition of the apt did not warrant such a high fee. I also noted that the after I wrote a negative review of the apt on AIC website, the apt disappeared from their website. My speculation is that either AIC fired the apt, or the owners of the apt fired them. Or that AIC is trying to hide a bad review. Either way, it clearly demonstrates the apt wasn’t being kept in good condition by one party or the other.
August 25, 2017
John returns my email by stating the property is no longer in their portfolio. He stated that “We checked the cleaning situation after your left, and could not recognize the caracter of the cleaning as you described it.” He also stated that the claim was made 2 days after I entered the property and could not refund any amount. ( LeAnne notes: This is incorrect, as the claim started on first communication July 2, the day of check in, well within their 24 hour policy, and LeAnne set a time for them to inspect or deliver the missing items the next day between 4:30-5:30pm, which they did not take advantage of)
August 30th, 2017
LeAnne corresponds back that the claim started on July 2, 8:01 pm and copies the thread again to John. LeAnne suggests that 100 refund of the 180 is a fair resolution. LeAnne states that the issues with the apt have not been addressed because AIC ignored my communications and chose not to address any issues.
August 30th, 2017
John reinsists: “As I can see it you sent the second e-mail on July 4, 2 days after you came to the apartment, and that is the reason we have to reject to refund you, as claims according to our Terms and Conditions has to be done latest 24 hours after you have moved in.”
August 30th, 2017
Due to continued frustration with AIC, LeAnne posts review of her experience with AIC on trusted review sites.
August 31st, 2017
John states: “This will be my last answer. If you look at the mails you have sent it is clearly that you are frustrated of the amount you have paid for the cleaning and towels of the apartment. Your frustrations have led to several assumptions about me and our company in the e-mails to us and latest published on social media.” Next John goes onto to quote partially my former emails, and insists “Please look below in the correspondance you have sent to us. And you will see at no moment the specific cleaning issues was informed as an urgent matter.” (This is incorrect: I asked for AIC to deliver the missing items between 4:30-5:30pm. They could have chosen to inspect the apt at this time. Their own lack of diligence, and refusal to inspect the property on several occasions with me present, is the problem. If someone told me all these issues were going on with an apartment I was managing and that it look dilapidated, within hours of check in, I would come over straight away to assess the situation.)
August 31, 2017
LeAnne responds in summary:
Problems were informed within hours of check in, first on July 2, at 8:01pm, and because they were not responded to in writing or verbally by AIC, LeAnne followed back up on July 4, 4:59am with listing some of the same and some additional problem items. AIC simply did not take my comments seriously. They chose not to correspond back.
AIC had the chance to inspect the apt between 4:30-5:30pm on July 3rd and chose not to. AIC also had 24 hours before check out to inspect the property after my second email on the 4th, and again, chose not to.
AIC entered the apt on July 3rd without my presence or my permission before 4pm (the time slot I gave them was 4:30-5:30pm, which they neither confirmed or refuted) and dropped off the missing linens and towels. Last time I checked, this isn’t a hotel, and AIC should not be entering the apt without notice or permission.
AIC is charging a rather significant cleaning fee of 180 Euros. I expect an apt to be in good condition for such a fee. The apt was dilapidated and items broken or broken down, with wipe down cleans, but not anything that would justify a 180 Euro cleaning fee. I stated to John that paying 80 Euros for the cleaning would be more fair than charging 180 Euros. I requested what I believe to be fair, which is a 100 Euro refund.
AIC keeps trying to play down that the complaints were made, within their 24 hour time frame, My first round of complaints were made at this time. The first complaint was made on July 2 at 8:01pm. Instead they keep focusing on the further elaboration of the complaint on July 4, 5:19am in order to say that they can deny any claim and any responsibility. The further elaboration was because they never responded to the first complaint.
John Hansen of AIC, on said he did not have any time to inspect the apt, and “we” would inspect it after check out. John should have made the time since there was a "claim" in progress. Once again, AIC did not come by between 4:30-5:30 pm on the 3rd, and John said at 10:25am on the 4th said they didn’t have time to come by before we checked out at 11am on the 5th. AIC is the negligent party for failure to follow up on a "claim" with the customers present.
John Hansen of AIC is, instead of doing the right thing buy the customer, who initiated the complaint process within AIC specified timelines of 24 hours after check in, instead, he is trying to come up with any excuse to deny responsibility for AIC’s own mismanagement and lack of diligence with customer complaints.
September 2, 2017
Unprompted review
