I’ve been waiting for this review because this client actually told us she would tell everyone not to use our services so let me address her comments, I’m thinking it’s would be a crime to employ a child of 14 or 15 years of age when they should be in school, all of our cleaners are at least 18 years of age or older we do not base our hiring on the fact that someone looks young or old for their age. This appointment was scheduled for 1:30 in the afternoon and it would be a crime to have a young child working when they should be in school if she thinks this is the case my comment to her would be call an report cause a crime is being committed.
Secondly Andrew did arrive late however, what the client failed to mention is that a phone call was made to her in advance to let her know that they were running behind and that they would be there shortly. They arrived an hour and 20 minutes later, and she seemed to be okay she didn’t complain about it.
Upon arriving a walk-through of the space was done and actually the condition of the space was very, very neglected something that she also acknowledged, we're talking about borderline pestilence here it was that bad I'm sorry but I have to be honest here, the previous owners/tenants really neglected the space and to be honest it could have used an extra cleaner. But we don’t care we’re in the business of cleaning checkout our pictures at http://www.justcleanit.ca
The client was told up front that it would take at least 8 hours for the job to be completed, because the space is in such poor condition, yes the square footage is only 840 square feet but the condition of the space throws that out the door.
The rate of the cleaning was explained to her again and it was also explained to her that there is a 4 hour minimum and that after the 4 hours she can call time, it was also explained to her that she could also customize the cleaning she agreed to go ahead with the cleaning knowing that the estimated hours would be at least 8 hours, May I add that Just Clean It never starts a job without going over the rate with the client again, once the cleaners arrive we always let the client know the estimated hours it’s going to take in addition, the client also received an estimate by email we take these extra precautions so we are sure we have “meeting of the minds”, which we though we had but that quickly changed I guess when the 4 hour mark arrived and it wasn’t finished.
Let me also add that the client upgraded the bathroom cleaning to the deluxe bathroom cleaning package because the bathroom was in such poor condition she also added tile cleaning in the kitchen not to mention she added carpet cleaning service a few days before the appointment as well these things all add extra cost. I’ll break down the cost at the end.
Let me also address the oven situation, the client has a self cleaning oven which means that the oven cleans its self all we'd have to do is wait for the oven to cool down which she had a problem with because t when she came back the kitchen was cleaned but the oven still was hot and hadn’t been wiped out Andrew explained that he had to wait for it to cool down before he could put his hand in to wipe it, she had a problem with this and actually emailed the office regarding that. Once the oven cool down the oven was wiped thoroughly and during the final walk through she opened it was fine and when asked it was clean to her satisfaction the answer was “Yes”
The client returned at the 3 or 4 hour mark and was not pleased with the amount of work that was done it was at this point she started to ask the age of the cleaner, it was at this point she started saying and I quote "I don't know if I have enough money to pay for this" at that point Andrew again said to her do you want us to stop? She said “no”.
She started complaining that their not moving fast enough which is interested because she had just arrived and wasn't there to witness how fast they were moving. It's interesting that she didn't bother to mention that instead of the estimated time of 8 hours they manage to complete the cleaning in 7 hours and extra time was given to her off the clock that we didn't charge her for, I wonder why she neglected to mention that? Oh did I mention the whole entry space got cleaned because of the extra time that she didn’t pay for.
Also please note that normally the time it would take to clean a space of that size 840 square feet under normal conditions is 5-5.5 hours that is based on spaces we've cleaned of similar, Andrew also mentioned that to her.
After the cleaning was completed another walk-through was done with the client and her husband and was asked if everything was to their satisfaction, was everything okay with the cleaning her response "everything is great" let me also add that while the client was complaining her husband had to ask her to “stop talking and allow them to complete the work “he said “if there is anything we have an issue with they can complain about it later” may I add her husband never complained about anything, so I'm absolutely floored that she would say that she's unhappy with the cleaning and that she had to re-clean anything.
Let me also mentioned while she says that the second cleaner was standing motionless at the door the cleaning had already been done and the second cleaner had packed away the equipment and was waiting for the walk through to be completed and the billed to be settled which took sometime because she had it in her mind that she should only pay for the 4 hours even though she knew and it was repeated to her time and time again that she could stop the cleaning after the minimum of 4 hours, and was told that she could customize it ,the client decided to allow the cleaning to run it's entirety, she knew exactly what she was doing. I will break down the real cost and timing at the bottom of this response. Oh and another thing our teams always stand by the door once the cleaning is competed while the team leader settles the bill.
Just Clean It, has a 24 No Hassle Guarantee on all services, and the client was told that we will gladly come out to redo any work in question, I myself asked her what areas are you unhappy with? She didn’t respond; up to this very day she has not said “if it was a light switch a baseboard a toilet nothing not a word, because I’m thinking if you’re so dissatisfied and you’ve just spent $600 plus dollars wouldn’t you want the cleaners to come back to correct it I mean why would she have to do it her self? The company is not charging her any additional money to correct the work in question so I don’t understand.
What I do understand is her problem was the fact that the cleaning cost her more than she wanted to spend. So to recap Andrew did tell her the amount of hours it would take and she still agreed to have the cleaning and when asked if she wanted to stop she said “no” so sorry there would be no discount, however we did give her extra time off the clock.
I would like to sum this up by breaking things down the cleaning of the condo minus the additional service was $490, 7 hours instead of 8 hours which was originally quoted to her, if the client didn’t add the extras that she did that would have been her cost plus HST, the client added, tile cleaning in the kitchen, upgraded to our deluxe bathroom cleaning services, and added carpet cleaning which added another $180 to her bill. Please do the math here. The additional services added up but that was her choice the price of these services was told to her before they were performed.
I don’t know what more we as a company could have said or done to make the client understand but I know with out a doubt she was given all the information necessary for her to make an informed decision.