We are a two parent working family. I have recently chosen that it is money well spent to have someone come and clean our house 2x per month instead of doing it myself. In essence, I choose to spend the time with my kids instead of cleaning my house.
We found what I thought was a good local cleaning service made up of two related women. They had excellant communication, very nice, good/comptetive price. It was the good communication in the begining that really impressed me.
Well one was sick, but the other came two weeks ago. She didn't mop the hardwood floors, only swept/vaccumed. The kitchen counters were not wiped very clean either. Only two things that I mentioned in a follow up to the cleaning, and otherwise praised her work and relayed my best wishes to the individual not feeling well. The reply from the one lady is that we are very sorry, I'll make sure that it is taken care of on our next visit. It was a cordial exchange, I started out praising their work, sandwiched in the complaint (actually called it an oversight), and ended praising their work.
Fast forward to today. My husband lets them in and leaves so that they can work their magic. He called and tells me that, once again, the floors are not mopped. So I email the lady and ask her if she did the mopping and if so what products were used? Her response....
"We appreciate your business but we as a successful bussiness ourselves require any extra task be charged extra at our expenses of supplying the services to you. Now if you want your hardwood floors done you have to supply whatever products you use on your floor to us. My mother asked your husband about the solution but whether she received a response I can't tell you. You have to understand you are paying for time and with time we can extend our time longer or shorter depending upon the demand of the job. I have enjoyed your living area however complaints is something we have never received. We thank you for your business but we are no longer interested in cleaning your house any longer."
They never mentioned that it was "extra". I would have gladly worked with them if they had said so. It was in their cleaning spec. I specifically asked before they ever came if they provided their own cleaning supplies, and they said yes. I had tried to be nice and non-confrontational, wanting to work through the issues but they just quit.
Well, I guess thats easier for them!
I guess we will find someone else. This experience has just been very disappointing. Any advice on finding a good cleaning person?
We found what I thought was a good local cleaning service made up of two related women. They had excellant communication, very nice, good/comptetive price. It was the good communication in the begining that really impressed me.
Well one was sick, but the other came two weeks ago. She didn't mop the hardwood floors, only swept/vaccumed. The kitchen counters were not wiped very clean either. Only two things that I mentioned in a follow up to the cleaning, and otherwise praised her work and relayed my best wishes to the individual not feeling well. The reply from the one lady is that we are very sorry, I'll make sure that it is taken care of on our next visit. It was a cordial exchange, I started out praising their work, sandwiched in the complaint (actually called it an oversight), and ended praising their work.
Fast forward to today. My husband lets them in and leaves so that they can work their magic. He called and tells me that, once again, the floors are not mopped. So I email the lady and ask her if she did the mopping and if so what products were used? Her response....
"We appreciate your business but we as a successful bussiness ourselves require any extra task be charged extra at our expenses of supplying the services to you. Now if you want your hardwood floors done you have to supply whatever products you use on your floor to us. My mother asked your husband about the solution but whether she received a response I can't tell you. You have to understand you are paying for time and with time we can extend our time longer or shorter depending upon the demand of the job. I have enjoyed your living area however complaints is something we have never received. We thank you for your business but we are no longer interested in cleaning your house any longer."
They never mentioned that it was "extra". I would have gladly worked with them if they had said so. It was in their cleaning spec. I specifically asked before they ever came if they provided their own cleaning supplies, and they said yes. I had tried to be nice and non-confrontational, wanting to work through the issues but they just quit.
Well, I guess thats easier for them!I guess we will find someone else. This experience has just been very disappointing. Any advice on finding a good cleaning person?
. I would just leave it and move on. They do realize that you will relay this story to everyone you know and it will get to potential customers. I guess I might email her back and just say that you are sorry there was a misunderstanding about this and according to the original quote this was included but since you don't do business with people that are not honorable you too are sorry that the relationship can not continue.
I agree with this response. 
