Please implement hygiene SOPs!
They were very fast and rushing for time. Could have done a better job. Never liked the fact that they were walking inside the premise with their shoes on. Told them to remove it but apparently, they should not be working barefoot due to work hazards (Totally ACCEPTABLE!). Then please get a spare shoe to be used in the customer premise or a shoe cover at least. I have a toddler at home and you can't be walking inside my house with the same shoe you are going around the town/neighborhood. They cleaned the carpet and walked on the same carpet with the same shoe. Although the carpet looks slightly better than before, overall experience I am not happy with the job done and will be looking for another service provider.
- Approximate cost of services:
- $250.00
- Company Response
Thank you for taking the time to share your feedback, although I must say that your review raises some concerns about its accuracy and completeness.
Firstly, I'd like to address your statement about our technicians being fast and rushing for time. Our team is trained to provide efficient yet thorough services, ensuring a high-quality outcome within a reasonable timeframe. In the case of your 3-bedroom condo, the 56 minutes spent on-site, in addition to the time spent commuting, aligns with industry standards for similar projects. Our pricing is based on standardized rates to offer fair and transparent services to all our customers.
Regarding the issue with shoes inside the premise, it is our standard practice to use indoor shoes or boot covers to maintain cleanliness and hygiene within our customers' homes and to reduce the risk of cross-contamination. Our technicians did explain this to you during the service, but you insisted on the removal of the shoes, which was rightfully declined due to safety concerns. We take safety seriously and prioritize the well-being of both our technicians and your family.
It's essential to provide a comprehensive account of the situation. Unfortunately, you omitted some crucial details in your review:
During the service, our technicians faced challenges due to the presence of loose items in the rooms, which slowed down the process. While we understand that preparing for a cleaning service can be overwhelming, we send reminder emails to help customers get ready for the appointment. Proper preparation ensures a smoother and more effective cleaning process.
Moreover, your children's actions during the service caused additional delays and distractions. They popped balloons all over the room, requiring our technicians to clean up before proceeding with the steam cleaning. We strive to provide the best service possible, but external factors like this can impact the overall experience.
We have been in the cleaning industry for over 25 years, and our reputation is built on honesty, transparency, and customer satisfaction. If we ever fall short of your expectations or miss something, we stand by our satisfaction guarantee. We encourage customers to reach out to us directly with any concerns, so we can promptly address and rectify them.
It is unusual to see a customer who expresses dissatisfaction through MULTIPLE ONLINE REVIEWS yet leaves a generous tip of $25. We value honest feedback and aim to improve based on constructive criticism. However, when the reviews are not consistent with the service provided, it raises doubts about their accuracy and intent. It seems you were more upset about the technicians not removing their shoes than the actual services itself.
Once again, we apologize for any inconvenience you may have experienced during the service and thank you for bringing these matters to our attention. We remain committed to delivering exceptional service and will continue to improve our processes to ensure our customers' satisfaction. If you'd like to discuss this further or require any assistance, please feel free to contact us directly.