Run away! We were promised upon time of the booking that there would be no extras or additional charges. We booked them for both carpet cleaning and furnace cleaning on the same day, and they were only able to do the carpet cleaning as they over booked themselves that day and needed to come back to do the furnace cleaning. Never fun taking the day off and not have the work completed. Then when they called back to reschedule, we flat out asked if there would be any additional charges to their estimate. Again they said no, just like the front page of their website states. Wow, did we get taken for a ride this time. The problem we ran into is a friend from out of town was staying at our house that day, and volunteered to be at the house for the Magic clean / Kilroy staff member. They did nothing (not a single thing) more than the estimate indicated on the work order, but when we got home we saw the paid invoice of an additional $180. Why you might ask? Great question...still waiting after 3 weeks for an actual phone call back from the company. I have left 7 messages in the past 3 weeks asking for someone to call me. Still waiting...
- Approximate cost of services:
- $476.78
- Company Response
Dear Shane
We’re sorry to hear your experience with us was less than perfect! As well, our sincere apology that such a long time has lapsed and you have not received a response!
Our technicians are given work orders specifying the work to be completed and the price to be charged prior to leaving our office based on what the customer tells our booking administrator. For example, a customer calls in and says, “I have a three bedroom home that I think is about 1400 square feet with two levels and maybe 14 or so stairs.” The booking administrator will give a quote and complete the work order for the technician based on that caller’s information. Should the technician arrive at the property and the home is actually closer to 1800 square feet or there is double the number of stairs or any other different information than what the quote was based on – the price will change. We strive to give the most accurate quote and have no hidden costs or surprises. Unfortunately, this cannot always be possible for reasons beyond our control.
Anyone can appreciate the frustration of booking off a day and waiting for a service that is then not provided. Issues such as staff being unexpectedly sick or vehicle or equipment maintenance can cause us to be suddenly overbooked. As the customer, this can be a big inconvenience that we understand and apologize for. Our booking staff strives to be sure all unexpected issues can be covered and welcome feedback for improvement. If you could provide the date of service, we can assist them in seeing what could have been improved on that day.
We are looking into the delay in your call being returned and again apologize for that. Without your last name or contact information, I am unable to contact you directly but invite you to contact me to discuss this further and perhaps be able to resolve some of your concerns.
Sincerely
Rina McDermott
Client Relations
587-225-7368