BOOKER BEWARE!! I was a client of Signature every 4 weeks and while they do a wonderful job cleaning I must warn others of the experience I had when they broke my microwave. We were at the cottage when Signature cleaned last, they were the only people in our condo while we were gone, and we got home our microwave light was on and door was open. Turns out the latch to the door had broken between we left for the cottage and we arrived home. When I first called I was told there had been a quality supervisor present for my cleaning who had check the microwave and so they knew it wasn’t them. The microwave repair person informed me that the latch would’ve only be able to break under pressure while being closed and cost me $280. I called the owner, Joanne, and she had the audacity to suggest that my microwave broke because the construction across the street shifted my condo and apparently only affected my microwave latch. While laughable, I found it insulting that she would pass the blame from her team like that. Do not book if you expect your cleaners to fix something they broke.
- Approximate cost of services:
- $135.00
- Company Response
Dear Michelle,
First let me apologize. I hate the thought of leaving someone feeling this way about our company because I built this company on accountability. Over the years, we have replaced countless items that we have broken or even suspected we may have broken. Sometimes we think we broke something, and then the customer says it was already broken. We do not have a punitive system in place for employees who accidentally break something. Sometimes we break something on the very first clean! While that is bad luck, and we cringe when we tell the customer, we still ALWAYS do. We teach that it’s not the breakage that will make us lose a customer, it’s how we handle it that counts: with honesty accountability and integrity. I can see here how we failed you by not collaborating on a solution to this problem. The microwave appeared to close without incident when our team cleaned it and when our supervisor quality checked it. If we had a problem closing the microwave, we would have called you to let you know there was a problem. There was no incident at all to report and we do not understand why the microwave was open when you returned home from the cottage. However, I know that is not helpful to you in the end so please forward us a copy of the repair invoice and we will send you a check for the repair item. And hopefully you may feel better about this situation.
Kindly, Joanna