Denver Cleaning Service Company

To whom It May Concern: We are sorry for the delay in getting a response back to youMs*** scheduled a reservation with us for August 23rd , and her service took hoursThis brought a total of $for her serviceBefore leaving, the cleaners asked to do a walkthrough (this is part of
our standard procedure with the customer) to ensure that the client was happy with the serviceThe customer checked everything and said everything looked greatTen minutes after our crew had left, Ms*** had contacted our office to let us know about her floorsWe do thousands of customers a year, and this is the first time that we had a situation where we were told our cleaning products had done damage to a customer's homeAll issues with our customers are always resolved within 24-hours with the exception of this particular situationShe threatened that she needed her floors fixed before 8:am the next day or she would be suing usDespite all this, we wanted to take care of this issue for our client.We had two floor specialists that came out that night to remove any spots on the floorsMs*** contacted our office the following day and said she was not happy with the way her floors lookedWe had told her that we could have our floor specialist come out within the hour to fix whatever she was not happy withShe said she didn't trust our company and she would hire a company of her choiceWe even explained to her that these type of issues have to be reported and filed to our insurance company but in order to expedite this process for her we would be paying out of pocket for these damagesAfter the back and forth conversation, we had come to the amicable conclusion of her choosing the company of her choice not only to redo these spots on the floor but her entire floorAnd that we would take full responsibility whether it was our crew that had done this or notAlso, we would be contacting this Floor company directly to pay for the service. After our phone conversation, we noticed that Ms*** had started attacking our company publicly online even after we had agree to all of her demandsWe then, contacted Ms*** and asked her to remove her negative feedback as we were in the process of resolving this situation for herMs*** then refused to take down her negative feedback until we had resolved everything she was asking from usWe advised this customer that in order to move forward in resolving this issue that she would need to do that first, as this was affecting our reputationWe told her that in order to cover both parties we would make an agreement that would state us taking care of any damages done to the floorSo there would be no reason for her to worry that our company would not do what we said we would do for herAll we were asking in return is for her to take down her already posted negative feedback online.As a small local business, we rely on our reputationIt is very important to come to a resolution with our customers when they are unsatisfied with our servicesBut keeping that in mind, we also cannot accommodate every unreasonable request, and we must follow our company's standards in order to reach a resolutionUnfortunately, Ms*** wasn't willing to work with us in resolving thisFurthermore, to resolve this issue we find that it would be fair to refund Ms*** in full for the amount of $for her serviceThank you for taking the time to read this. Respectfully, Denver Cleaning Service Company