Response from Maintenance King
Today is September 23, 2015, I logged in to check my emails and realized there was a review left by this member back in May 2015. I was surprised because we had not worked for this Angie’s List member in 6 months. As I read the review I was puzzled by the comments and the score. I pulled their file and spoke with the supervisors that worked for this customer. 1) According to our records, we serviced this customer monthly from August 2014 until March 2015. Our agreement for monthly cleaning was a $107.00 per visit. Each visit we dusted and wiped all the furniture, dusted all doors and moldings, checked for finger prints on doors and light switches, vacuumed all floors (kitchen and 2 bathrooms), cleaned all surfaces in the kitchen and bathrooms, mopped all tile or wood floors. Their townhome is neat and organized and did not warrant a higher charge for the amount of work required. 2) The work completed was on November 19, 2014 but their comment of “what they didn’t finish in an hour that was it” was not posted until May 19, 2015. I went back to check our records and we had a crew of 5 working that day. The crew consisted of 2 supervisors/owners and 3 crew members. The crew worked for 1 hour. We clean until all the work on our check list is complete. Not by the hour. This is how we calculate the amount of time we clean a customer’s home. For example: 5 (crew) x 1 hour = 5 man hours or if only 3 (crew) x 4 hours = 12 man hours of cleaning. In actuality, this customer received 5 hours of cleaning on November 19, 2014 and not 1 hour of cleaning. If there were any issues or complaints the 2 supervisors/owners would have addressed it immediately. 3) In response to will they “Hire again” their response is “no”. But, we continued to clean this customer’s home for more 4 months. Also, this member was home every time we cleaned. If there were any issues or complaints they had a number of opportunities to discuss them with us. The date the customer posted this review on Angie’s list was on May 19, 2015 exactly 6 months after the date of service on November 19, 2014. The last conversation we had with this customer was in April 2015. We called as a reminder that she was on our schedule for that day. She said she needed to cancel and reschedule because she had a doctor’s appointment. This was not the first time this customer had a last minute cancellation. This happened on a regular basis. We decided not to continue servicing this Angie’s List member for that reason.