Cleaning Authority Inc

Initial Business Response /* (1000, 5, 2016/01/25) */
Contact Name and Title: [redacted] Owner
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@gmail.com
We apologize for any frustration. However, we have attempted to call this customer at least 10 times leaving personal cell phone numbers...

as call back numbers. The customer does not answer the phone and does not have an answering machine. Therefore we have been unable to alert her when we are running late, need to reschedule or follow up on quality issues. It has been frustrating on our side as well because we take our customer service very seriously and offer a 100% Satisfaction Guarantee.

Initial Business Response /* (1000, 10, 2015/06/17) */
It is stated in our Satisfaction Guarantee that if you are not satisfied with your clean to please call the office (which customer did) and the office will perform a redo within 24-48 hours of the unsatisfied areas. We do not guarantee...

satisfaction with money refunds unless we are unable to perform a redo. The office called the customer back within 24 hours but customer was unable to answer the phone during normal business hours. As such, customer was provided (via voicemail) with the owners personal cell phone number. When we were finally able to connect with the customer they refused a redo even though they were reminded of our policy.
On the date of the clean the customer was provided with 3 cleaners for 2 hours and 20 minutes of service for a total of 7 hours of cleaning (provable via our payroll records). Our standard hourly rate is $35/hr/person. As such this clean was valued at $244. Customer was also provided with a highly requested and seasoned team with over 5 years of experience at TCA. As such, her claims that most rooms in the home were not completed or were completed unsatisfactory seem unfounded.
Lastly, due to normal wear and tear the shower door was accidently removed from the tracks while the team was cleaning the shower. Customer was able to fix the door and return it to its tracks. Again, if the customer would have allowed us to perform a redo, the owner would have reviewed the shower door and if we were unable to fix it, we would have called a repair man to do so at no costs to the customer.