This company has a very polished image and says all the right things about its commitment to client happiness etc. on its very nice web page and charming corporate video. I chose a package that included a discounted initial deep clean and a discounted hourly rate for one month thereafter. The web page makes it clear what services are offered in the initial deep cleaning and I also confirmed some of the specific items by email. I made sure I had the supplies requested, which involved actually purchasing one item I wouldn't ordinarily use but the staff seemed unfamiliar with. The staff were very pleasant and appeared to work hard but shortly after they left I realised many things were just not done, including the interior of the shower and the main floor baseboards. So I contacted the owner to say I was overall fairly satisfied as the price was very reasonable and some things were done quite well, but I let her know that there were some other important things that I was disappointed about. I said that I would go ahead with future cleanings per the package I had chosen and gave her some dates, but that I would want her to make sure to send more detail oriented staff next time. She apologised and said she would "address it" and be in touch to arrange future cleanings after looking at the schedule the next day. I didn't hear anything further so contacted her 6 days later -- during that period I found that even less had been done than I originally thought. Items that were specifically on the list that I am so far aware have not been done are: about 90% of the baseboards; the shower; there was still a ring around the bath tub; most window ledges were still dusty and dirty; a light fixture that is accessible at the very least with a long handled duster, if not by wiping while standing on a step stool, does not appear to have been cleaned. While I could find fault with some of the things that were actually done, I will admit that I am quite picky ... but when items on the list are completely missed then that just seems wrong. When I contacted the owner again to let her know that I was disappointed I hadn't heard from her she was surprised and seemed to assume that just saying "sorry" at the time had been sufficient, and there was no mention of the failure to follow up on future appointments -- but how long was I expected to wait to get this organised? I let her know that I had decided to try another company so would not be booking any more cleanings. She said that she was sorry I felt that way and offered to waive the usual requirement to repay the discounted amount if I was not going ahead with future cleanings. However, a lot of service providers will move to address a customer complaint immediately - not just by saying "sorry" but in a case like this by actually doing something like coming back to clean the missed areas or offering the next cleaning at a significantly reduced rate. Nobody is perfect, and I believe this company has many satisfied customers, so I wish them well and hope they have learned something from this - specifically, I think most successful businesses know that resolving issues proactively, promptly and meaningfully is one of the best strategies for driving client loyalty and enhancing a company's reputation. This is not the first company I would recommend to friends, but it's also not the last, hence the 6 star rating. Others may wish to give them a chance in future as long as the specifications of the job are clear and more importantly, it is agreed in advance what will happen if the job is not completed or does not meet the customer's expectations in terms of quality.
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