The Cleaning Authority-Grayslake

I am sorry that our customer is so frustratedYes, our cleaner did break the shower doorIt was stuck and when she tried to move it for cleaning it shattered into tiny piecesIn over years this is the first time this has happenedI went out on the same day while the cleaners were still there and cleaned up the shattered messOur cleaner was slightly hurt but nothing serious enough for professional medical treatmentRunning a small business is no small task and I do personally address all breakagesThe breakages do not happen very often but when they do I know they need my personal attentionI am quite handy and can usually find a way to fix the broken item or replace itI of course accepted this responsibility for this customerThe communication issues that our customer experienced were based on two basic misunderstandingsOne, when she called she did not usually let the call roll over to the call center at our corporate headquartersThe call center is there to support all the franchiseesMost phone calls go through the local office and then get picked up by the call center; the call center then posts a message for the local officeUnfortunately, our customer did not let the call center pick up the call so we never got the message back to the local office that someone calledThe second issue for our customer was me not responding to her text messagesWhat our customer did not realize was that the number she was texting was our land line that does not accept text messagesThere was no way for us to know that a text message was ever sent and therefore no way for me to respondAfter reading this complaint from 5/1/I spoke with this customer and explained the misunderstandings aboveShe understood the issues and we agreed to keep in touch via emailWe have done that and are now just waiting for the delivery of the new shower doorsWhen they arrive they will be promptly installedOur customer has been very patient in working with me to be sure we found the right solutionI am grateful for that [redacted]

I am sorry that our customer is so frustrated. Yes, our cleaner did break the shower door. It was stuck and when she tried to move it for cleaning it shattered into tiny pieces. In over 10 years this is the first time this has happened. I went out on the same day while the cleaners were still there...

and cleaned up the shattered mess. Our cleaner was slightly hurt but nothing serious enough for professional medical treatment. Running a small business is no small task and I do personally address all breakages. The breakages do not happen very often but when they do I know they need my personal attention. I am quite handy and can usually find a way to fix the broken item or replace it. I of course accepted this responsibility for this customer. The communication issues that our customer experienced were based on two basic misunderstandings. One, when she called she did not usually let the call roll over to the call center at our corporate headquarters. The call center is there to support all the franchisees. Most phone calls go through the local office and then get picked up by the call center; the call center then posts a message for the local office. Unfortunately, our customer did not let the call center pick up the call so we never got the message back to the local office that someone called. The second issue for our customer was me not responding to her text messages. What our customer did not realize was that the number she was texting was our land line that does not accept text messages. There was no way for us to know that a text message was ever sent and therefore no way for me to respond. After reading this complaint from 5/1/17 I spoke with this customer and explained the misunderstandings above. She understood the issues and we agreed to keep in touch via email. We have done that and are now just waiting for the delivery of the new shower doors. When they arrive they will be promptly installed. Our customer has been very patient in working with me to be sure we found the right solution. I am grateful for that. [redacted]