Exceptional Cleaning Services

This is a computer copy of my dealings with them: Final note: We are not using this company again. They did a lousy job. They finally came a second time to "clean better" and it cost us an additional $80.00. IT was a terrible job. We had to pay another company to come in and clean and that cost us $200! November 9, 2013 ? From: Tanisha Billops [mailto:ecservicessj@gmail.com] Sent: Saturday, November 9, 2013 9:46 AM To: Rebecca Loretz Subject: Re: 10 am Cleaning Booking today, November 8th @1904 Hamilton, San Jose Rebecca, I appreciate your feedback and the opportunity to resolve these issues. When you initially booked the appointment we had you scheduled for Wednesday when we got clarification on the date I forgot to communicate that Friday is one of our busier days, which we generally have a 1 hour window for appointment arrival. I would like to personally apologize for any inconvenience this may have caused. Now we are clear about the type of service you will need. In the future, we would like to spend more time detailing the properties you schedule with us. As I mentioned to Joe, for the next booking we should schedule days and times that are a little slower. Again, thanks for working with Exceptional Cleaning Services, I hope you will give our company a chance to make it up to you. Feel free to email or call me at 408-455-4486 for any scheduling issues or questions moving forward. Sincerely, Tanisha Billops _______________________________________________________________________________ On Fri, Nov 8, 2013 at 5:45 PM, Rebecca Loretz <rebecca@dgresidentialbuilders.com> wrote: Exceptional Cleaning Services 5542 Monterey Hwy #128 San Jose, CA 95138 Re: Cleaning Services @ 1904 Hamilton, San Jose Dear Tanisha: I am writing you regarding the cleaning that was performed at the above referenced property today. As I told you when we initially spoke, we are looking for a regular cleaning company to service all of our cleaning needs. With the amount of rentals we have, in my opinion, it would be a good account for you to acquire. I would like to bring a few issues to your attention and see if these issues can be resolved which will allow us to work together again for our future rental cleaning needs. I received a call at 10:15 stating the cleaners were running late and would be about 15 minutes behind schedule. My boss, Joe Tesoro called me at 10:30 inquiring where the cleaning crew was. I then called your office and was told by the receptionist that she would find out the status of the crew and call me right back. I never received a return call. When your cleaning crew finally arrived, they were 45 minutes late. When Mr. Tesoro called your offices to bring up the late arrival, (I am not sure if he talked to you or not) he was told ?Rebecca was notified that there is a one hour window for the cleaning crew to show up.? I was never notified of a one hour window during any of our conversations prior to today?s cleaning. I took notes of our entire conversation and read your website and had no knowledge of a one hour window. Second, when scheduling this appointment, I informed you that it was a 1900 sq. ft., 2 bedroom, 2 bath unit. I told you that the appliances, kitchen cupboards, windows, blinds, showers, tubs, wood floors and mirrors all had to be cleaned as it is a college rental and we need it cleaned for rental showings. When the cleaning was completed, Mr. Tesoro arrived to inspect the unit apparently having already talked to you. He inspected the unit and said for the amount of time the cleaners were there they did an ok job but it is not to the extent of cleaning we believed we were going to receive. I told you in my email of November 4th that if upon arriving your staff believes the unit is larger than expected, or it looks as if it will take more time, to just give me a call and we can negotiate a higher rate. I never received a call stating there was a problem with the size of the unit or that they believed it would take them longer than expected. We have no problem paying more, we just need it cleaned to the standards I outlined during our booking appointment. Mr..Tesoro noted the following items that were not cleaned to his expectations: ? The refrigerator was completely untouched ? it still had food in it that had not been discarded and the inside of the refrigerator was dirty. ? The appliances were not cleaned at all. ? The master blinds were dirty and dusty - you could see the dirt just by looking. To the touch they were definitely not cleaned. ? The other blinds were dirty as well. ? Mirrored doors were cloudy and smudgy and they were not cleaned very well. ? The shower and shower door was dirty and the tub had residue left behind. ? The door leading out the front of the unit and out the back of the unit were filthy. ? The light switch covers were not cleaned or sanitized. When quoted for this appointment, I specifically told you the appliances needed to be cleaned as well as the blinds and the bathrooms. If it was a matter of your booking times, such as you expected this appointment to last only 2 hours and the cleaning crew did what they could in the two hours they were there, I understand why these items were not satisfactory. I tried to avoid a problem like this such as asking you for a specific bid of services or quote, so that I could verify in writing what was included in the cleaning so there wouldn?t be any issues. I also told you that if it was more than bargained for to call me and we would negotiate a different amount. How can we resolve this issue? I would like to give Exceptional Cleaning Services an opportunity to resolve this by coming back and cleaning thoroughly. So the doors, windows, appliances, mirrored doors, showers, tubs, floors, light switch covers, that everything is clean and sanitized. If that costs us a little more money, then that can be negotiated. We just want it done right and we want to establish a future relationship with a cleaning company. I have faith that Exceptional Cleaning Services will adhere to the quote I read online, ?Whether it?s a small or large space, private residence or commercial compound, Exceptional Cleaning Services will get the job done. We guarantee the highest quality and ensure true cleanliness.? I look forward to hearing from you to resolve the above mentioned issues and how these issues can be resolved. Very truly yours, Rebecca Loretz Executive Assistant to Joe Tesoro D&G Residential Builders, Inc. dba D&G Construction 650.714.7400 Fax: 408.638.0941 rebecca@dgresidentialbuilders.com