100% INACCURATE Let me just start this rebuttal by simply saying “I value ALL of my customers”; my livelihood depends on them 100%. To treat anyone without the utmost courtesy & respect would only lead to my own demise. I would never treat a customer the way this customer claims I treated her and her home. I think 28+ other people on Angie’s List would say otherwise. I think the folks at Angie’s List would also say different since they are the ones who awarded us the “2012 Super Service Award”; They also recommend my company regularly to area customers who call in for referrals. Not a status easily attained; we have worked very hard over the last several years to achieve and maintain our A-rated, “Super Service” reputation. This level of recognition & achievement was not attained by treating customer homes in the way that this customer describes. One quality that people use to describe me which you will find mentioned over & over again in past reviews, is that I am personable & professional. With regard my work, I am very meticulous and had one customer go so far as to say I had “super hero” cleaning powers. All qualities that this customer feels that I lack and was not shy about verbally attacking me in her follow-up email regarding her dissatisfaction. Had she addressed me in a professional and adult natured manner, I would have been more than happy to rectify her dissatisfaction. However, due to the nature of the email, I knew there was nothing that I could do at that point since she already had us pegged as disrespectful, incompetent & unprofessional amongst other things. With these type of people, I choose not to engage in a drama-filled losing battle. At some point, I have to draw the line with the way I allow people to treat my team and I; we are people too, not just “the help” and deserve just as much respect as the next person. Unfortunately that is not the email I received. I will give a fact-only account of actual events and refrain from attacking anyone’s character for whom I do not know. My reputation depends on running my business honestly and I have no reason to start running it any differently. Again, 28+ other people have reported the exact opposite regarding their experience with my company. 1st, there were no scheduling issues. I fell ill and was bed-ridden for over 72 hrs. Since it is my policy to participate on all first time cleans, I asked for a reschedule. Don’t tell me how sorry you are that I am so sick, wish me well and tell me to feel better soon because these things happen, then later call them scheduling issues. If I could have worked, I would have, but it was physiologically impossible. The year before last, I told my Dr. on a Friday evening, “No, you can’t admit me to the hospital for pneumonia because I have customers that I have committed my time to and can’t risk not being out by Monday”. He gave me the strongest antibiotics legally possible outside of a hospital setting and that following work week, I cleaned 10 houses because I was committed to do so. If that gives you any inclination as to my level of customer commitment, well, there it is. 2nd, to use the phrase “strewn about” regarding how we left things would be to imply that we threw things around. 100% untrue. YES, we move things. Any GOOD cleaner does! Sometimes we purposely & strategically leave a few things out of place so that a new customer can see that we don’t just clean or vacuum around things – WE MOVE THEM! A torchiere lamp pulled away from the wall to remove dog hair and dust that was as high as its 2” base or leaving an ottoman pulled away from the couch to show that we moved it to vacuum hardly constitutes the entire home having things “tossed about”, nor was anything left in the center of any room….I walked through that house before I left and there was nothing else out of place as this customer is claiming. Cabinet doors being left open? I don’t even open closet doors to vacuum without the expressed permission of the home owner. Insides of closets, cabinets and drawers are a “no-clean” zone, unless we are asked or given permission to do so. I do not invade anyone’s privacy when I clean. Which brings me to the living room hutch. The cabinet doors where a TV would be was in much need of a wipe out; since the cabinet doors were open, I wiped it out. At no point were the drawers ever opened. I personally cleaned it myself so when the customer conducted her “inspection” and found something wrong with a drawer, I know with 100% certainty that it was not caused by me dusting it with a Swiffer or wiping down the outside of the unit with a lightly dampened, buffing cloth. As for the small throw rug (hardly an area rug) that was left FOLDED, not tossed across the room, but laid over the dog bed - we left it there so as not to put it down on the wet floor because the item was covered with dog hair despite our best efforts to vacuum over it several times. The item really should have found its way to the wash machine before getting laid on a clean floor. Originally, it was directly in front of the dog bed so it was clearly a “dog zone” rug or I wouldn’t have allowed it to be laid over the dog bed to begin with. I cannot comment on the alleged scuffs on the kitchen floor since it was wet when we left. However, the kitchen chairs that I, myself moved were only leaned from side-to-side to remove the wads of dog hair that was built up on the bottoms of the chair legs so that we could mop without catching all the hair. The chairs had sliders on them, so if I created any marks in doing so, it is my experience that these types of scuffs created from sliders, would easily wipe away with a little rubbing action; I would have apologized for the inconvenience for the customer having to do so, but again, with the email I received, she made saying anything just about impossible. Can I just mention that the customer openly admitted that her entire kitchen floor was severely damaged from her dog’s nails. Additionally, I don’t see how there were “wads” of paper towels stuck in the crevices of her drawers when I didn’t have any on me. Paper towels are used in the bathrooms or kitchens and any glass or mirrors throughout a home. I don’t use paper towels to dust or wipe furniture of any sort. Again, a Swiffer and a soft buffing cloth. As for cleanser left all over the master shower door - questionable. We don’t use cleanser on glass shower doors unless they are severely soiled and need a harsh scrubbing. Since her shower didn’t have a detachable shower head to rinse away the residue, we used a cup to rinse away the grit as best as possible. That method was then followed by a vinegar & water wipe down. I did not witness the end result, but my co-worker already stated that the glass was clear when she was finished. I have no reason to believe otherwise. We do leave our final trash bag in the kitchen at most homes we clean, but I can assure you that it was not left open spilling all over the middle of the floor. It was left next to the island which is a pretty common place for us to leave it. We do not take the trash out just in case something accidentally gets thrown out during our cleaning session that the customer needs to retrieve; a receipt for example. If the customer shows us where to put the trash, say in a garage can on our way out, that is not an issue if you just let us know to do so which this customer did not. And finally, I think the only thing through all of this that the customer may have a half-valid complaint about regarding our ACTUAL work performed would be any hair that may have been missed in the living room. However, please take into consideration that for 2 bedrooms, a common hallway between the 2 bedrooms, a couple of area rugs and a living room, we emptied HER Dyson FIVE times!! I can’t be responsible for the performance of your own vacuum; We did our best to repeat the task several times. I would have rectified this portion of the complaint even if I had to bring my SHARK vacuum to her house to redo the vacuuming with a decent vacuum, but again, she did not give me that opportunity to even offer. And let’s not forget about the 4 pg Excel sheet I was handed upon my arrival. The 1 that was so important that the customer left her small baby laying in the middle of the kitchen counter on nothing more than a pillow to leave the room unattended to retrieve. I think we would have been much better off in performing the job the way we are used to working had I not had to refer to this list every 2 seconds so I could honestly and in good faith check off her items 1 by 1. Do you have any idea how many lines are on 1 pg of an Excel sheet? Try at least 50! Side note of my own: Customer apologized for the house being 100 degrees, but did nothing to make working in it anything less than miserable. Call me crazy, but when I have a contractor working on my home, even if it’s just re-running a cable wire, I always offer him or her something to drink whether it’s ice water or a soda. We were visibly red-faced, dripping sweat from our foreheads & noses and despite the ridiculous temperature in the house, the customer couldn’t be bothered to even offer us a glass of tap water. I would have never agreed to invoice a first time customer had I not felt confident that we did our job to the best of our ability. How can one state that the house was more of a mess after having 3 ppl work for 3 hrs non-stop? She never witnessed us just standing around; We were full throttle the entire time. As for these pictures she claims she has, unless she is offering up the b4 pictures, there’s no true comparison. As for anything else in these pics, well, you can snap a pic of anything and call it evidence but I was not there to witness her photography and I know how I left that house so if she has anything different, those too would be questionable.