At the white Glove we strive to give an excellent customer service experience to every customer we serviceTo accomplish this we try to make it very clear to every customer what to expect in the cleaning and what to expect if they have a complaint by making our policies very clearThese policies
are explained over the phone and also emailed to the client prior to the cleaning via a confirmation emailI have enclosed the confirmation email that the *** received prior to their cleaning These policies specifically say that the customer will be given the opportunity to inspect the cleaning after we finish and that if there is a problem we will send team members back to redo anything the client is unhappy withIt also states that NO CASH REFUNDS are available. After we completed the cleaning Mr *** called us right around noon shortly after cleaning was completed, our carpet cleaner was still in the home at that time He asked if we cleaned the windows and walls as part of the cleaning, he was told we do not, as was specified in the email they receivedHe said he understood and did not mention any other areas that might need to be redoneLater the same day Mrs *** called and some some things did not meet her expectationsShe was offered the opportunity to have a redo done that day or at the latest the next day which she refusedShe said she had fixed it alreadyI asked her how long it took her she said hours. Our carpet cleaner was still in the house when they returned and they did not complain to him about anything in the house expect areas that are not included in the job. He said the *** were complaining about the walls not being wiped, the windows not being cleaned and shelf paper still being stuck in the drawers and cabinets and began to clean these areas. Our carpet cleaning employee did a walk through and said the maids had done a complete and full cleaning. I explained to MrsLthat we DO NOT offer cash refunds but as a one time courtesy I would give her a three man hour discount - which she accepted Several days later Mr *** called and questioned the amount billedI again explained to him what I had offered his wifeI also reiterated that we our policy offers no refunds only redos and I extended the discount as a courtesyHe told me his wife was not happy about the amount and that was why he was callingWe had a very productive conversation and I made another offer as a gesture of our good will to try to leave them satisfiedAs well as the discount I had already given I offered to do an additional future cleaning at a 50% discount He said he could understand our position that the maids stayed hours and said they finished, our carpet cleaner was still in the house when the maids finished and said they had done a good jobMrand MrsL did not complain to him about anything in the house expect areas that are not included in the jobOur carpet cleaning employee did a walk through and said the maids had done a complete and full cleaningMr L said he thought our offer was balanced and fairHe agreed to this offer but said he would talk to his wife MrsL called back later and over rode him and demanded that we give her a 90% discount, which is unreasonable and we cannot do We did our best to accommodate this clientIn summary: We made our policies very clear by email and phone prior to the cleaning. Our carpet cleaner walked the house before leaving after the maids had finished and said the maids had done a complete and good job. He also said the *** were complaining about the walls not being wiped, the windows not being cleaned and shelf paper still being stuck in the drawers and cabinets and began to clean these areas while he was finishing the carpetsThese three things are all things we don't doThey did not complain about any other areas of cleaning to him or he could have fixed themHer husband understood our position and said a future discount was fair was willing to accept a future discount. Our original offer still standsWe will do a future cleaning at a 50% discount as a courtesy
At the white Glove we strive to give an excellent customer service experience to every customer we serviceTo accomplish this we try to make it very clear to every customer what to expect in the cleaning and what to expect if they have a complaint by making our policies very clearThese policies
are explained over the phone and also emailed to the client prior to the cleaning via a confirmation emailI have enclosed the confirmation email that the *** received prior to their cleaning These policies specifically say that the customer will be given the opportunity to inspect the cleaning after we finish and that if there is a problem we will send team members back to redo anything the client is unhappy withIt also states that NO CASH REFUNDS are available. After we completed the cleaning Mr *** called us right around noon shortly after cleaning was completed, our carpet cleaner was still in the home at that time He asked if we cleaned the windows and walls as part of the cleaning, he was told we do not, as was specified in the email they receivedHe said he understood and did not mention any other areas that might need to be redoneLater the same day Mrs *** called and some some things did not meet her expectationsShe was offered the opportunity to have a redo done that day or at the latest the next day which she refusedShe said she had fixed it alreadyI asked her how long it took her she said hours. Our carpet cleaner was still in the house when they returned and they did not complain to him about anything in the house expect areas that are not included in the job. He said the *** were complaining about the walls not being wiped, the windows not being cleaned and shelf paper still being stuck in the drawers and cabinets and began to clean these areas. Our carpet cleaning employee did a walk through and said the maids had done a complete and full cleaning. I explained to MrsLthat we DO NOT offer cash refunds but as a one time courtesy I would give her a three man hour discount - which she accepted Several days later Mr *** called and questioned the amount billedI again explained to him what I had offered his wifeI also reiterated that we our policy offers no refunds only redos and I extended the discount as a courtesyHe told me his wife was not happy about the amount and that was why he was callingWe had a very productive conversation and I made another offer as a gesture of our good will to try to leave them satisfiedAs well as the discount I had already given I offered to do an additional future cleaning at a 50% discount He said he could understand our position that the maids stayed hours and said they finished, our carpet cleaner was still in the house when the maids finished and said they had done a good jobMrand MrsL did not complain to him about anything in the house expect areas that are not included in the jobOur carpet cleaning employee did a walk through and said the maids had done a complete and full cleaningMr L said he thought our offer was balanced and fairHe agreed to this offer but said he would talk to his wife MrsL called back later and over rode him and demanded that we give her a 90% discount, which is unreasonable and we cannot do We did our best to accommodate this clientIn summary: We made our policies very clear by email and phone prior to the cleaning. Our carpet cleaner walked the house before leaving after the maids had finished and said the maids had done a complete and good job. He also said the *** were complaining about the walls not being wiped, the windows not being cleaned and shelf paper still being stuck in the drawers and cabinets and began to clean these areas while he was finishing the carpetsThese three things are all things we don't doThey did not complain about any other areas of cleaning to him or he could have fixed themHer husband understood our position and said a future discount was fair was willing to accept a future discount. Our original offer still standsWe will do a future cleaning at a 50% discount as a courtesy