The owner arrived at our EMPTY two bedroom condo for a move in clean. He texted a quote of 5-6 hrs for two people (so 10-12 hrs) and asked if we wanted windows done also. I agreed. I then got a bill for 16 hours, or almost $700!! For an empty condo which had already been surfaced cleaned. There is no way the windows took an extra 4-6 hrs especially because they weren't fully cleaned (presumably they stopped at the height that they couldn't reach) and other . I emailed them about my disbelief and got no reply. I emailed again and a response in which he fabricated about what happened, in terms of timeframe and excused me of misunderstanding. I have the text and email proof, however, and he also said that he "assumed" I wanted it fully cleaned. I've attached a photo, does this look like a fully cleaned condo?
- Company Response
Dear Ms. Smith,
Thank you very much for your feedback and for the opportunity to clarify any miscommunication that may have happened during the process of you contacting BRILHO to perform a cleaning at your apartment.
BRILHO has been in business for nearly 8 years. We rarely receive complaints from clients and have enjoyed positive feedback from most of our clients.
During our first phone conversation, we agreed to schedule two people for 4-5 hours each and that once we arrived into the unit we would adjust the number of hours ; either more or less.
On June 6, 2012 at 9:30am, we did call Ms. Smith to let her know that the cleaning would take longer than the 4-5 hours agreed. We were unable to get in touch with Ms. Smith, hence we sent her a text message.
Ms. Smith did email us the next day complaining about the invoice. Since this is a busy time of the year for our business, my assistant thought that I had replied to her email and I thought that my assistant had done the same. We take full responsibility for the delay in replying to Ms. Smith’s email and we have apologized for that. We learned our lesson, communication is the key.
Our goal at Brilho is to provide excellent customer service as well as to provide convenience and stress free service to all our clients.
On the other hand, our employees are not perfect and they do miss things here and there, this is why we have a post assessment and we request a feedback from our clients.
We have offered to return and fix what Ms. Smith is not happy with.
Our associates were there working and in accordance to the labour laws, they must be paid.
It is in our best interest to enjoy client’s satisfaction; therefore, our offer to return and clean what was missed is still available.
I look forward hearing from you.
BRILHO Luxury Cleaning & Services Inc.