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Imperial Cleaning Company

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Imperial Cleaning Company Reviews (1)

Review: We had purchased this home and one day prior to moving in, we called this company. There was no furniture to be moved. This is a cleaning service that failed to provide a proper cleaning of my home. I requested that specific parts of my home be thoroughly cleaned and was assured that it would be done. Namely: the mouldings, the bathroom vanities, the oven, etc. They spent 4 hours supposedly cleaning, but that was not the case. It seemed that all had been done properly, so we paid $368 and off they went. Upon further inspection, we discovered that none of the requested areas were cleaned. We called and complained and they sent the same crew. Still, these areas were not cleaned. We tried several times to have the owner of the company call us so we could discuss this in a polite manner. We did not receive a call. We stated that we wanted at least half of our money returned because they did half a job....and that was being generous.Desired Settlement: Cash or check.

Business

Response:

We did receive a phone call from [redacted] as detailed in the customers statement.

Our estimate process for cleaning services was thoroughly explained over the phone, and [redacted] seemed to indicate that she understood our process, terms and scope of services. Our standard procedure for cleaning services is to charge $105.00 per hour, which is a base rate for a professional cleaning crew consisting of 3 employees. Since this was a new customer and move-in cleaning, we also sent a [redacted] to oversee the requested work.

Upon completion of our basic cleaning service and inspection by the customer, we received payment as described in the Customer Statement. We were surprised to receive a follow-up phone call from the customer, stating that we did not complete the agreed services. Our procedure and policies were again explained, however as an act of good faith and general courtesy we agreed to dispatch our employees for a 30-minute follow-up visit at no charge. Once again a crew of 3 employees returned to the Customer residence, again accompanied by our [redacted]. Our employees stayed on-site beyond the 30-minute standard follow-up, however the level of detail cleaning the customer began to specify was clearly beyond what was originally agreed to. This included detailed cleaning of mouldings, throughout the house, a service which can take several hours.

While we value the response and feedback of our customers, in this situation the requested level of detail cleaning exceeded the original request & quote for services. We can assure you that our employees are well trained in residential cleaning techniques, and in addition there was a supervisor on staff. When our [redacted] tried to explain the circumstances and requirement for additional labor and charges, the customer simply disregarded this as an option. Unfortunately, this leaves us at an impasse with a customer whom we ultimately wanted to satisfy.

We would be happy to return to the customer's home and complete any requested services & details to satisfaction, provided we are compensated for the time required.

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is the standard ** reply. The fact is that the cleaning crew was unable to clean what was required---namely, the oven, microwave, and moldings. The [redacted] said that these were not a problem. Their crew looked like they were cleaning, but really weren't. My husband and I did the dirty work. The microwave was filthy. As was the oven. I can understand that cleaning the moldings would take some time, but there was really no effort at all to even run a wet cloth over them. And, by the way, the medicine cabinet was another request that was totally ignored. The fact is that, although they claim to be professional cleaners, they really use amateurs in their crew.

Sincerely,

Business

Response:

We regret that we were unable to meet the expectations of this customer, however our employees are true cleaning professionals. Employees are interviewed, screened and properly trained in residential-specific cleaning methods. This situation was unique because a general quote-for-services was provided over the telephone and the customer initially approved of the work completed the first day. Upon learning of the customer's dissatisfaction, we again visited the residence to provide additional service as part of our customer satisfaction policy at no charge. We believe that the level of service which was provided exceeded the work-list originally disclosed by telephone. An example of this would be moving the washer and dryer units to clean behind them and cleaning a 2nd refrigerator in the garage area, both of which were not disclosed during the phone inquiry. We are happy to assist with cleaning all items and areas within the customers residence and to their personal level of satisfaction, as long as all items and expectations are disclosed in advance of our services and they are willing to pay for the time that it takes. It is for this reason that we charge by the hour. As stated previously, we would have been more then willing to complete the entire job as requested had the customer been willing to pay for the extra time which they were not.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and I realize that no matter what I say, this company will have an excuse. Therefore, I will never recommend them to anyone who may ask for a cleaning service. I consider the matter closed.

Sincerely,

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Description: CLEANING SERVICES

Address: 21 Edison Avenue, Unit A, West Babylon, New York, United States, 11704

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