************* and devious in their dealings

I laid a formal complaint against Sweepsouth on the 26/06 complaining about their *********** cleaners who was late for her booking and also shattered my shower door whilst cleaning. On HelloPeter their response was concilliatory . accomodating and helpful to assist me to resolve my issue. They requested booking references etc and we provided all the information. Cheslin responded on the 29th with feedback which basically amounted to they would not pay to have my shower door replace. When we did further follow up a lady by the name of Stacy Ngetich basically told us we must claim from our insurance. Why should I claim from my insurance for damage caused by their employee ? I have copied their entire correspondence below to make people aware of how they treat their customers and will post them onto as many social media platforms for high visibility : Cheslyn Jun 29, 15:52 Hi Marlon, Thank you for your email. We would like to sincerely apologize for this unfortunate incident that took place. These types of incidents are managed very seriously internally and we want to be able to assist, guide and support you as much as possible to try to make this as simple as possible within the bounds of our terms. We would like to gently ask you to have a look at our terms, agreed to when creating a booking with SweepSouth (https://sweepsouth.com/terms/). We'd like to apologize for the lengthier email but want to ensure that all necessary detail is shared. Our internal process from here Your feedback will be shared with our operations team who handle our SweepStars They will reach out to the SweepStar in order to address this directly with them and to discuss the importance of being careful when cleaning as well as honesty towards their clients. They will also guide them in any additional training that may be required as a result. This incident will be noted on their profile. I will remain your contact point on this incident however. Claims Process If you carry insurance that would cover you in the event of a claim, such as renter’s insurance, homeowner’s insurance, automobile insurance or an umbrella policy (“Personal Insurance”), you agree that your Personal Insurance is primary and the Satisfaction Guarantee is secondary. If your insurance reject the claim, we would be willing to activate our Satisfaction Guarantee (provided all criteria are met) but please keep in mind that, as per our terms, We do not provide cover for accidental damage for the first R1200 of any loss. 8/6/2020 https://sweepsouth.zendesk.com/tickets/700519/print https://sweepsouth.zendesk.com/tickets/700519/print 2/3 I do need to be completely upfront and honest with you - as per our terms, certain criteria need to be met in order for us to raise a claim on your behalf, including: The incident needs to have been reported, in writing, within 72 hours after the booking took place The damaged/broken item falls under our exclusions list (included in our terms: https://sweepsouth.com/terms/) That being said, while we do have very strict policies and procedures governing insurance claims, as the agent assigned to your case, I would be more than happy to at least attempt to raise a claim. Unfortunately I would be unable to make any promises, and want to alert you upfront that the process to raise a claim is a lengthy one. But, should you wish to proceed, please let me know and I will send you an email outlining the steps from here. Once again, we really do apologise for this and as expressed, I am more than willing to attempt to raise a claim. Warm regards,