Brittany Maids

"[Member Name Removed], we do apologize for the way this situation was handled. Although our employee has denied the theft of the coins, we are taking actions to address the possibility. [Member Information Removed] dishonest employee is absolutely unacceptable. Since you feel certain we are responsible, we are sending you [Member Information Removed] $100 reimbursement check. Thank you for allowing us to serve you for 3 ½ years."

"Thank you so much for sharing your experience, so that we can learn from the oversight and rectify the situation -- personally for you, and for all our clients. I am sure it is frustrating to feel that the service you received recently fell short of the usual work our teams have done. We spoke with a member of your household on the day we performed the service and offered to come and clean the room that same day. He indicated that it wasn't a major problem and that we didn't need to send a team back, and we accepted that. It is clear, however, that it is a problem to you, and we want to make it right. I will call you this afternoon to discuss what you would like us to do. Our cleaning teams are trained to follow a standard procedure when they clean, so that no area of the home is left untouched. This procedure requires that every team perform a final walk-through of the home with the personalized service instructions, to make sure that no area of the home, nor any specific requests have been overlooked. We appreciate being notified of this shortfall in your home, and we have emphasized the extreme importance of this procedure during our daily Training Meetings, which are attended by all our teams"

"We endeavor to be consistent from one cleaning to the next. I hope that you contacted the office to let us know what your dissatisfaction was. Our staff is a very stable staff. It's not that we hope that we hope that people "show up" to work. However, we do have a lot of working moms who are the main care givers for their children. Therefore, when a child is sick, mom has to go or not come into work at all that day. We can never guarantee that certain people will always go to the same house each time. There too many variables which the company has no control over. One is mentioned above. Another is endeavoring to accommodate as many customers as we can, taking into consideration the jobs at hand. But, at the end of the day, we strive to produce an "A" effort in the customer's mind. If we fall short of that, we want to know so that we can get it right."

"Dear Member, It is very gratifying for the team members to hear that they have been doing a great job for you and that you appreciate their hard work. Thank you for your positive comments. They will be shared with the entire staff. :)"

"This is the first that I have heard that you were leaving us, and Atlanta altogether! My Office Manager, Laurie, had not shared that with me as of yet. We have so much appreciated having you as a customer for such a long time. You were one of our clients who had been the foundation of our company over these last 20 years. You were there almost from the beginning of getting our company "off the ground". Thank you for having faith in a fairly new company when you first began and thank you for your continued support over these many, many past years since. I hope that your move out of state will be a great experience for you and your family. Again, thank you for the support which you have shown us over the years and the trust that you have had for Brittany Maids. Respectfully yours, Richard Wilson, President"

"Dear Member, Thank you for the feedback. We do endeavor to be a "value driven company". We want you to get your money's worth. While we aren't the cheapest company in Atlanta, we certainly aren't the most expensive either. I hope that you found enough value and quality in our service that you will consider using us in the future. Thank you for your patronage."

"Dear Member, Thank you for your feedback. Though not every team will be as "fast" as another, we certainly expect them all to clean in the most expedient manner that they can while maintaininng the high level of quality that our customers have come to expect from Brittany Maids. Evidently, this Team was not only a little less efficient in their speed of work, but also they were rated less than an A in "quality" in your assessment. That certainly is NOT "signature service". I will have the Operations Manager come out to conduct a quality edit when you are next scheduled to be cleaned. I'm sure that you will have an A experience, not only on that cleaning but on an ongoing basis as well. Please let us know any time that you receive less than an A level cleaning."

"Thank you very kindly for your response and patronage."

"In response to your “not so accurate” disparagement of our Company, 90% is centered around your dog and I will address that a little later. But first, I want to clarify the real circumstances. To be polite, your residence, a 2BR / 1BA home, was in a “well lived-in condition” to say the least, but we can handle that type of cleaning as well. But it took the same amount of time to get your small residence cleaned, as it would take the same Team to clean a normal lived-in 4BR / 3.5 BA house. That’s quite a big difference! You can’t expect, after allowing so much “accumulation” of household dirt and grime to build up, to be able to be make the front cover of “Southern Living Magazine”. But I agree, we did miss a few items on the first cleaning. One that you didn’t mention was not picking up a grill plate on the stove to wipe underneath it. This, along with the other minor items from the first cleaning should have been taken care on the second. This brings us to the real heart of the matter… your dog. When our Office Manger consulted with you at your home, your dog went “bananas” even before she entered the house, as your dog could see her approach by looking out of the big front window. Your dog ran around the house barking and carrying on while the OM was trying to converse with you. But you assured our OM, since the dog does get “hysterical”, that you would be home during the cleanings, which happened on the first one, but you opted not to on the second cleaning. It is clearly notated and signed by you, that you would be there to handle the dog. Our entire staff is very pet friendly and takes client’s pet instructions seriously. You put us in an impossible position on the second cleaning. The Team entered the house, without any equipment, but the dog went “ballistic” anyway! It ran through the residence in “hysterics”, barking and urinating all over the floors and on the couch. But, per instructions, they were able to coax it outside The “heavy duty vacuum” that you accused us of bringing in, was in fact the same size and weight as the Oreck that we all have seen on TV. And by no means did you give any written instructions, not to bring in the vacuum. The OM goes out to get first hand information so something like this doesn’t happen. The Team cleaned up the urine on the floors, blotted up the urine on the couch and lifted up the couch cover so that it would dry. But, I do agree with you here, the Team should have taken it off altogether. After the cleaning, the dog would not come back in the house, so the Team left food and water out for it, since they had no idea when you would return. It’s one thing to use a public forum like this for a valid, but fair complaint and assessment, and I welcome the chance to better our Company. But to embellish and distort the actual events is reprehensible because our hardworking and caring employees, though not perfect, certainly don’t deserve this type of degradation."