The Cleaning Fairies, Inc.

Initial Business Response /* *** ** *** */
We were contacted by the client to do a move out clean in MayWe sent two of our staff members to the home to do the clean shortly after doing the initial walk through and providing the client with an estimateThe home was fairy clean before
we started, so we knew that this was all about the fine details
The client complained after this initial move out clean about the fine details, mostly the window tracks and the wallsThe windows were fairly old, white, and the tracks were cracking making it difficult to clean them thoroughlyHe wanted us to use putty knives, screw drivers, and other non traditional cleaning methods to attempt to clean the tracksThis is not normally with in our scope of work, but we wanted to make the client happy
As with all client complaints, we sent our Quality Control Supervisor to meet with the client after the initial visit and evaluate the complaintsWe then sent two different staff members over to the home to re-clean the window tracks and wipe down the wallsWhen we sent our staff back out there to the job we also equipped them with the necessary tools and all the notes we took about the areas of concernWe gave them direction on how to focus their time and get through everything to the best of our abilityWe had to send them back there two more times before our staff felt 100% confident in the cleanEvery staff member we sent to this clean has been with the company for a minimum of years, so they are professionals to say the least
We did not communicate effectively with the client towards the end of clean and that we take full responsibility forThere are five people in this office working on scheduling and we failed to get back in touch with the client after we re-did the cleanWe figured after sending our staff back there for an additional hours, it was as clean as it was going to getThe client has now gotten hours of cleaning done for the price of hoursThat is what our service guarantee includes
The client complained again regarding an orange smudge on a wallMy Fairies had told me that they both has scrubbed this spot with various products and a magic eraser, to no availWhen I explained this to the client he said that my Fairies were lying or just plain lazyI understand that the client is always right, but at this point we felt like we were being taken advantage of to a certain degree
We have been in business for almost years and peoples expectations some times fall outside our scope of workWe did the very best we could given the circumstances and we felt the situation was resolved after sending our staff back out there three times
Again, we take full responsibility for our lack of communicating with the client during this processWe did not communicate effectively, and there is no excuse for thatWe also had a mwith our new book keeper who saw him on the schedule for a second time and ran his card for the additional timeShe immediately reversed the charges to ensure he was only charged for the original estimate of hours
While I understand his frustration, I feel that $off for his time spent cleaning should be sufficient given the fact that we have lost money in labor on this clean
Please let us know how you would like us to further resolve this issueThank you for your time
Initial Consumer Rebuttal /* *** ** *** */
(The consumer indicated he/she ACCEPTED the response from the business.)
Accepted