This was a move-in cleaning which we were able to accomplish for this client within 24 hours of her initial call to us. Our process includes several interactions with the client before the cleaning to ensure that we are, indeed, on the same page regarding scope and expectations of the...
cleaning. I have reviewed all of the notes generated from phone discussions with the client by our Sales representative and our Client Care representative, and our owner’s notes from his in-home walkthrough with the client the day before the cleaning. Unfortunately, I can find no mention by anyone that the task of washing walls was to be included in the work, despite the fact that several other details of the scope of cleaning were very clearly discussed and documented, including the 8 rooms that we were to clean (2 bedrooms, 2 full upstairs bathrooms, the living room and family room, the breakfast area and the finished portion of the basement, including 2 sets of steps, also including washing the woodwork, interior windows and window tracks in all these rooms), and the 6 rooms that we were not to clean because the client had cleaned some of the rooms herself and was having work done in some of the rooms (the kitchen, laundry room, the master bedroom, the corner bedroom, the sunroom and the half bath on the main floor).My confidence that we followed our process and performed in good conscience is deflated by the fact that we have left this client dissatisfied, which is distressing and not reflective of how we’ve built this business and performed since we opened in 2003. With sincere regret for any inconvenience caused her during the busy time of her move, and as a gesture of good will, I am willing to refund this client 10% of the cost of her cleaning, which would be $37.80 plus tax, or $40.26 (the price of the cleaning was $378 plus sales tax of 6.5%; $402.57). As a point of clarity, the concern indicates that the problem occurred on 9/24/15, our date of cleaning was 9/29/15.Respectfully,[redacted]
I would be satisfied with a refund of $40.26. *** ***
This was a move-in cleaning which we were able to accomplish for this client within 24 hours of her initial call to us. Our process includes several interactions with the client before the cleaning to ensure that we are, indeed, on the same page regarding scope and expectations of the...
cleaning. I have reviewed all of the notes generated from phone discussions with the client by our Sales representative and our Client Care representative, and our owner’s notes from his in-home walkthrough with the client the day before the cleaning. Unfortunately, I can find no mention by anyone that the task of washing walls was to be included in the work, despite the fact that several other details of the scope of cleaning were very clearly discussed and documented, including the 8 rooms that we were to clean (2 bedrooms, 2 full upstairs bathrooms, the living room and family room, the breakfast area and the finished portion of the basement, including 2 sets of steps, also including washing the woodwork, interior windows and window tracks in all these rooms), and the 6 rooms that we were not to clean because the client had cleaned some of the rooms herself and was having work done in some of the rooms (the kitchen, laundry room, the master bedroom, the corner bedroom, the sunroom and the half bath on the main floor).My confidence that we followed our process and performed in good conscience is deflated by the fact that we have left this client dissatisfied, which is distressing and not reflective of how we’ve built this business and performed since we opened in 2003. With sincere regret for any inconvenience caused her during the busy time of her move, and as a gesture of good will, I am willing to refund this client 10% of the cost of her cleaning, which would be $37.80 plus tax, or $40.26 (the price of the cleaning was $378 plus sales tax of 6.5%; $402.57). As a point of clarity, the concern indicates that the problem occurred on 9/24/15, our date of cleaning was 9/29/15.Respectfully,[redacted]