In their first sentence, they state they didn't understand what they were getting and purchased 3 hours of cleaning. If you will go to our Storefronts, you will see Angie's List has shown that is for one person. Angie's List Copy Write Department in their corporate office has to make Storefronts work for all cleaning companies across the US, and since Angie's List doesn't know how many employees each advertiser has, they make it generic for one person. In the Deal Details that plainly show on the Storefront, it states we have teams of 3 so a package they purchased gives our team of 3 one hour. First, and foremost, any homeowner has access to contact Angie's List toll free number with any questions 24 hours a day, but secondly, before purchasing any Storefronts, many Members contact service providers to ask questions, clarify information and get all the details they need, if they still aren't sure after reading all the Deal Details (fine print) that's listed on every Storefront. However, even beyond all that's available for the Member before purchase, we go above and beyond and contact the Member within moments of purchase sending a Thank you, and also clarifying the package they purchase in case there are still any lingering questions. This Member said we neglected to contact them before the work was done or what to expect, but if Angie's List will please take a look at the Message section of our profile and the Members Message section as well, you will see many messages back and forth between us spelling out what they purchased, how much time they would get, what the typical timeframe is for a house that size, etc.. In addition, I've also copied and pasted the very first email I sent them upon purchase clarifying again what they purchased, what to expect, arrival window, etc., even though all this information Angie's List requires the Member to read before making the final Storefront purchase. What has happened in this case, was I fully communicated in writing so there would never be any miscommunication or lack of proof for every step of the way on this transaction. It's just what I do, so no one has any questions of misinterprets the Storefronts Angie's List Copy Write Department creates for it's advertisers. This house was very, very dusty and cluttered and we actually went over what the Member paid for on both visits, causing us a total loss on each clean. As stated right here in this review, they themselves admit to having a 3,400 square foot house but yet they only bought a 1 hour package of time. I have never heard of a cleaning company being able to clean a house that size in 1 hour, especially on the first visit, when the house is not up to a pristine level of excellence from weekly or bi-weekly, professional house cleaning. Their expectations are very unrealistic, but of course I did tell them that is the most professional, courteous and friendly way in the welcome message (the one copied and pasted below). Then they even state here that our second visit we stayed 3 1/2 hours, which again is way over the cost of the Storefront they purchased, and never once did we ever ask for additional funds. We just stayed because we work with excellence and because the house was so dusty. If we would have left at the time the client paid for, we wouldn't have been able to get a lot cleaned, and we know our good reputation is on the line. We CHOSE to stay longer then they paid for and take a total loss on the house to gain a repeat client and try to get the house clean. It was that bad in their house. Also, as our Storefronts reflect, they are priced for a team of 3, but because of the level of dirt and dust in this house, we sent a 4th team member for FREE, so this Member made out with hundreds of dollars in free cleaning from us but their house requires so much more than any cleaning company can give them at a fair price. This house is just not a good fit for us as they only want to pay a small amount for cleaning such a dusty, huge home. As our emails and messages show, though, we did try, and go beyond what they paid for on both occasions, but just aren't able to continue to do that for them. The Master's Touch Cleaning Services Inc 4/30/2015 Thank you for your purchase! The Storefront Offer you purchased showed in the Deal Details that it is for 1 hour for a team of 3. What all the clients do is prepare a cleaning list with their priority rooms at the top in case we run out of time and can't get to the entire home on the first visit. Based on the square footage of your home, most homes that size take between 3 to 5 hours for a team of 3 to get the first time, initial cleaning done before regular every 2 or 4 maintenance visits can be accomplished so since you have only purchased 1 hour we will try to get to as many rooms as possible but probably won't be able to get to the entire home. We most certainly accommodate your 1st request of May 8th. We give 1 1/2 hour arrival windows to allow for traffic, stopping for water, accidents on freeway, etc. So we could drive up sometime between 1 and 230 that day. If that doesn't work, let me know as Monday the 6th would also work as well, a little bit later in the day. Thank you, Joann