# Customer Complaint Rework: Link It to the Job

Source: https://maito.app/workflows/turn-a-complaint-into-a-linked-rework-task

When a customer emails a complaint, Maito links it to the original job, attaches the checklist and photos and opens a rework task.

A quality complaint becomes one linked issue with evidence, an owner and a rework visit, so nothing floats.

[Operations](https://maito.app/workflows/team/operations) · [Home services](https://maito.app/workflows/industry/home-services) · When something happens · Updated October 19, 2026

Works with

-   Slack
-   Email
-   Gmail
-   Microsoft 365
-   Superhuman Mail
-   [Linear](https://maito.app/workflows/tool/linear)
-   [Asana](https://maito.app/workflows/tool/asana)
-   [ClickUp](https://maito.app/workflows/tool/clickup)
-   [Jira](https://maito.app/workflows/tool/jira)
-   [Trello](https://maito.app/workflows/tool/trello)

## How do you turn a complaint into a linked rework task?

To turn a complaint into a linked rework task, have customers email Maito's address. It finds the original job in Jobber, attaches the checklist and photos, checks the history and contract, creates a rework task, and posts it for the supervisor with a reply draft.

## How it's done today

The complaint sits in an email, separate from the original job.

## What Maito does

1.  Link the complaint to the original job
2.  Gather checklist and photos
3.  Create a rework task for a supervisor
4.  Track until the customer confirms

## Example

Loop run: New email from Vandelay Imports

**Maito** (1:12 PM):

Vandelay Imports emailed at 12:58 PM: the kitchen wasn't cleaned on Monday's visit.

Linked to job 2301 (Mon Oct 19, Ana and Dee).

• Checklist: kitchen is unticked, all other areas done  
• Photos: 9 filed, none of the kitchen  
• History: this is the second kitchen complaint in 60 days (Aug 31, job 2170)

Rework task created: kitchen clean, proposed Thu Oct 22, 7 AM, before staff arrive. Assigned to Ana pending your OK.

Catch: the contract adds a $75 fee for missed areas that were reported within 24 hours. The report was at 12:58 PM, so it's within that window.

Reply draft is attached. Nothing sent.

**Tom** (1:20 PM):

move rework to Dee, waive the fee. Draft the reply with the Thursday time.

**Maito** (1:21 PM):

Rework reassigned to Dee. The fee is noted as waived. Draft: "Sorry about the kitchen. Dee will be there Thursday at 7 AM to finish it at no charge." Ready for your approval.

## How to set it up

When something happens Turn a complaint into a linked rework task

Ask your agent

“When a customer emails maito@northstar.example saying our cleaning was incomplete, link it to the original job, attach the checklist and photos, and create a rework task. Post it in #ops for the supervisor.”

Connect email

-   Gmail
-   Microsoft 365
-   Superhuman Mail

Connect field service software

-   Jobber

Connect task tracker

-   Linear
-   Asana
-   ClickUp
-   Jira
-   Trello

Not connected yet? Your agent sends you a link to sign in.

## What it won't do

It can't decide whether the complaint is fair or whether a fee applies. It lays out the facts for your supervisor.

## Questions

### Does it reply to the customer?

It drafts a reply and sends nothing until you approve.

### Does it assign the rework?

It proposes an assignee and a time. A supervisor confirms.

### Which tools does it use?

Gmail or Microsoft 365, Jobber and a task tracker such as Linear, Asana or Jira.

## More operations workflows

-   [Chase missing inputs Ask people for what's missing, by Slack or email, until it's in. Operations · On a schedule Works with Gmail, Microsoft 365, Airtable.](https://maito.app/workflows/chase-missing-inputs)
-   [Monday report from connected tools The weekly operating report built from the tools you already use. Operations · On a schedule Works with BigQuery, Supabase, Intercom, Pylon, Stripe, PayPal.](https://maito.app/workflows/monday-report-from-connected-tools)
-   [Turn a process into a written guide Describe how something is done and get a clean step-by-step guide. Operations · When you ask Works with Slack, Email.](https://maito.app/workflows/turn-a-process-into-a-written-guide)
-   [Keep a shared spreadsheet clean Fix formats, fill gaps and flag odd rows in a sheet everyone edits. Operations · On a schedule Works with Airtable, Microsoft 365.](https://maito.app/workflows/keep-a-shared-spreadsheet-clean)
-   [Book travel within policy Get flight and hotel options that fit the travel policy. Operations · When you ask Works with Slack, Email.](https://maito.app/workflows/book-travel-within-policy)
-   [Answer "who owns this?" Find the right person or team for any system, process or question. Operations · When you ask Works with Slack, Email.](https://maito.app/workflows/answer-who-owns-this)

[See all workflows](https://maito.app/workflows)

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