First, we would like to thank you for taking the time to share your opinions and review with the Angie's List community. We appreciate your time and your honest review. More importantly, we want to apologize that you were not completely satisfied with our services. I am also terribly sorry that you viewed our administration as pushy. Most of our clients appreciate how much time we spend in communicating with them as this helps us set clear expectations which we aim to exceed. We apologize that this was not your experience with us. Since we only communicated electronically before your cleaning appointment, I took the time to read over our email conversations to try and find out where we went wrong. I noticed that I sent an initial email to you at 10:34 a.m. on 12/19/2016, just 31 minutes after you purchased our 4 hour cleaning offer. As you had not indicated a preference for the date of your appointment, I explained our schedule was nearly full before the holidays. In addition to asking for your preferred cleaning date, I explained how much we could realistically accomplish in 4 labor hours. And then I closed asking for your priority list of tasks you were hoping to have us complete in your 4 hour cleaning. You replied that your house was reasonably clean, and that you were not in a hurry to have the house cleaned. You told us that sometime after the holidays would be great, and you said your wife would make a priority list for us. I responded, thanking you for your reply. We also thanked you for having your wife make a priority list. I explained that the first time we clean a home, it takes much longer to clean each room because we deep clean everything from baseboards and doors to switches light fixtures. We gave you an idea what we could realistically accomplish, and we gave you a list of available dates we had for January. Your wife responded back asking for dates in February. We sent your wife several days and times we had available in February, and we explained our detailed cleaning to her. We also offered the option to perform less detailed cleaning, skipping the scrubbing of baseboards, switches, doors, etc. in order to spend more time dusting, vacuuming, scrubbing bathrooms or mopping. Your wife replied back with a date for February, and she sent us what we thought was a very reasonable priority list. We confirmed her date, thanked her for the list and added you to our schedule. The only other communication that took place between us was our appointment reminder email/text message, our follow-up email asking how we did, and an email note 2 months ago saying we would love to clean for you again in the future. You didn't return our phone call or respond to our messages. Thus, I apologize that we were not able to correct any problems you had with our services. As the owners, my wife and I are always looking to grow and improve our small company. Thus, we have spent time thinking about your review and trying to find out where we can improve. As I try to put myself in your shoes, I can see how our multiple requests for a priority list may have come across as pushy. I can also imagine how you might expect that more cleaning could have taken place in the 4 hours for which you hired us. Again, we apologize that we were not able to meet or exceed your expectations. We do not make excuses, because we are aiming to provide the best cleaning service in all of Charleston with a goal of 100% customer satisfaction. In order to steadily work toward this goal, my wife and I have found that investing time in communication has helped us to achieve consistently excellent results. By comparing our Angie's List reviews, our consecutive years of winning the Angie's List Super Service Award in 2015 and 2016, or looking at our reviews on Google or Facebook, we believe our formula for success is working. Yet, in order to achieve these great results, we have developed our PRISTINE cleaning to systematically clean a home from top to bottom until it sparkles. This highly detailed cleaning naturally takes longer on the first visit, and this extra work equates to a higher price. Yet, over 98% of our clients are thrilled at the value they receive from our PRISTINE cleaning. Furthermore, from describing our company as the Mercedes Benz of cleaning companies, to our fine print which describes exactly what we can accomplish in 4 hours of cleaning, we are up front with each of our clients. In this way, our clients know exactly what to expect if they decide to hire us. In looking over your review, I noticed you gave us a B for quality, and a B for responsiveness. As to quality, you said "the workers were great" and "what they did was done well." And as for responsiveness, I am not sure what else we could do: we provided 5 emails to you prior to your cleaning, one of them coming 30 minutes after your purchase; we called you to follow-up, and then we emailed you twice. I will leave it for other Angie's List members to decide on their own, but it sounds like we at least deserve an A grade for the Quality and Responsiveness categories. As this review is the first feedback we have received from you and your wife, we have not had the opportunity to turn you into a satisfied customer. If you have specific areas in which we can improve and you would like to give us another chance to provide you with an "A" quality service, we are willing to give you a 50% discount on your next cleaning. Again, we apologize that you were disappointed. We hope we have the opportunity to change your view of our small company. Warm regards, Michael & Amber Miller Owners Pristine Reflections 843.254.2400 www.pristine-reflections.com PristineReflectionsNow(at)gmail.com