Response from Arizona Cleaning
According to company records, a phone call was made on 02/11/15 to customer to remind him/her about the service for the next day. He answered so an estimated time of arrival was given. Customer mentioned there was no electricity in the home, so the customer service representative said to him that it is imperative to have electricity in the home while cleaning not only to provide electricity to the vacuum, but to supply light to the rooms and an adequate workplace environment for team members; customer replied that he was going to take care of it. On the day of the service, on 02/12/15, the team arrived to the home at the address displayed on Angie’s list website. When the team pulled up in the driveway, the team leader called customer. She answered the call and said, “What are you doing here?”, the team leader responded that they were ready to clean their place. Customer in an elevated tone said: “This is not the address; don’t you read your emails? I sent you an email with the address.” There is no evidence of emails on Angie’s list showing any other address than the one the team had just arrived to. During this conversation, customer provided a new address. Team leader advised customer to reschedule the service since the team had already invested three man hours of driving time and the new address would add up another two man hours. When the customer was advised to reschedule the service, she said, “This job needs to be done today, if you don’t do it today, I will give you a bad review.”, and she hang up the phone. In an attempt to meet the customer’s expectations, the team was advised to drive to the new address. When the team arrived to the place, team members made a quick walk through the house and noted there were no light fixtures in any of the rooms or bathrooms, so there was no lighting. The microwave was broken. In addition, there was a cable hanging off the balcony which connected to the neighbor’s home. This cable was there to supply electricity for the vacuum, but not to provide light into any of the rooms. Although the company members prefer to work with lights, and at a temperature controlled home, team members strived to provide the best quality of service. Eight man hours were invested in the job. During this time, team members dusted walls; in the bathrooms, they cleaned mirrors, sinks, counters, cleaned insider covers by hand, cleaned and disinfected toiled inside and outside, washed showers, and cleaned floors on hands and knees. In the kitchen a deep cleaning was provided, cleaned inside appliances such as refrigerator and oven, covers were cleaned in the inside and outside; floors were vacuumed and cleaned on hands and knees. All the other rooms received a deep clean; they cleaned: closets, doors, door frames and door knobs, blinds, window sills and baseboards, carpets were vacuumed and floors were vacuumed and mopped. 60 rags were used to complete the job. On the day before the cleaning, the company should have reassured that the address shown on Angie’s list web site was indeed the home that needed to be cleaned. The company staff believes they delivered an outstanding quality of service, because the company mission is not just to clean, but also to follow a proven cleaning system that goes beyond customer’s expectations. Another company goal is to respect customer’s opinions and facilitate the execution of the service in a respectful-communicative environment.