# Open Customer Service Cases

Track active customer situations here.

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## Case #001
- **Date:** 2026-03-03
- **Service:** Move-In/Move-Out (Emergency/Rush)
- **Amount Paid:** $460 (includes rush surcharge)
- **Customer:** Property manager/landlord (phone: 16475304926)
- **Severity:** Tier 2

### Issues Reported
- Toilet bowl still had waste in it
- Windows not properly cleaned
- Dust remaining on TV
- Grime/dirt on kitchen island sink area
- Cabinet metal surfaces in island not cleaned
- Oven/stovetop not thoroughly cleaned

### Customer Notes
- Has video evidence of all issues
- Had to spend an extra hour cleaning themselves
- Had a showing the next morning
- Originally booked because their regular cleaning company cancelled
- Found NMC through Google (good reviews attracted them)
- Feels it was a surface-level clean, not a deep clean
- Questioning whether full payment is fair

### Resolution
- $230 refund (50% of $460) sent to customer
- Also offered complimentary re-clean if preferred
- Requested video evidence for cleaner feedback
- "End of the world" approach: full accountability, massive empathy

### Status: IN PROGRESS
- [x] Response drafted for customer
- [x] Resolution agreed ($230 refund)
- [x] Email sent by Mike (2026-03-03)
- [ ] Cleaner brief sent
- [ ] Customer responds (refund vs re-clean preference)
- [ ] Video evidence received
- [ ] Follow-up if no response in 48h (by March 5)