This client has been with us since January of 2013 on an every other week schedule. So we have been cleaning for them for nearly a year. They have two, very large, aggressive, Doberman Pincher dogs. Because they are aggressive, the client wanted us to come on Saturdays for a while so that the dogs could "get to know" our staff. We are not normally open on Saturdays, but we tried to make this work for the client and agreed to come on Saturdays. Our first Tech, Dee, cleaned for them for 4 cleanings. The client was unhappy, and wanted to try another tech, so, again, we did the first cleaning on a Saturday, again at her request, and then scheduled follow up cleans during the week. We sent Patti as her new tech. At this point Patti had been with us for over two years. We arrived on time each visit, and worked around the dogs, which were loose in the home and still growled at us. Unfortunately, we had to let Patti go, and sent another tech, Jalinda. Again, we scheduled the first visit on a Saturday, when we are normally closed, so that the dogs could get used to us. In early July, Jalinda found a higher paying position, and we lost her as an employee. The strange thing here is that the client wanted Jalinda's personal cell phone number, and when I would not give out her personal info, she got aggravated with me. Aware that this client had had a few techs,and quality issues initially, we assigned her Jami...our quality assurance manager, and a tech that has been with us for almost 5 years. Jami again, went on Saturday at first so that the dogs could get to know her. Everything was fine with this client, and her last 3 quality emails that she sent us, for the last 3 cleanings, were scored by her as 1, 1, and 2. 1's are "Keep up the Great work!" and 2's are "Good Work. We are happy with your service". Things get strange when, on 7/20/13, one of the clients dogs bit our staff member Jami. We then sent an email asking them to please put the dogs up in a locked room, or outside while we are there. Instead they moved their regular day to Fridays, when Brian, the man who lives there, would be home. They still did not put the animals up however, and only put the dogs on leashes. The dogs continued to have issues with our techs. At this point the client started asking us to stay longer, and do things that we don't normally do on a maintenance cleaning. Keep in mind this client never paid for a heavy spring cleaning, and only wanted us to do maintenance cleanings because they were our cheapest offering. She also had us cleaning the upstairs only once a month, and cleaning the downstairs every other week to keep it as cheap as possible. She never would agree, since the very begining ,to allow us to do a deep cleaning, and only wanted to pay for maintenance cleanings which are clearly described on our website. When I informed her how we do maintenance cleanings, she said that was not good enough, and it wasn't how "she" would clean. Well, we offered to do things as she wanted us to, but it would have taken us longer, and cost more, and this made her angry, and she demanded that we clean her way, but at our cheapest price point. I tried to explain that, when we are limited by time, we will clean the items that have been used, and if a bathtub hasn't been used for example, we might skip it to save time, and focus on other things that need our attention. Why clean it if it hasn't been used since our last visit? We use our time when it is limited,to clean the areas that client uses the most. This made the client even more angry, but again, she refused to accept that she needed to purchase more time if she wanted us to be able to do more. There really is a time difference between wool dusting things, and hand wiping things....hand wiping takes ALOT longer. At this point, having bent over backwards to try and work around her dogs, and trying to provide the best customer service that we could for a difficult client, I decided that it would be best if we parted ways. She is trashing us all over the web, because we actually made a decision to not accept her business any longer, after 8 months of trying. Frankly, she was a pain, and her dogs were dangerous and they were not willing to keep them away from our employee's. The complaints about our tech not staying very long is because those were the days that she paid less, to have us only clean the downstairs...but she forgets to mention that in her complaint above. As for her floor being ruined, she never asked us to pay for it. She hasn't sued us, or, other than meeting me that one time right after they started service with us, gotten back to me. We clean, literally, 100's of wood floors every week, and we use the same process and tools each time. We don't use chemicals at all. Never have. Her floors were warping from beneath them, because water had gotten under them and sat there, warping and discoloring the wood. I did assume that she might have a leak under her floor, as this made the most sense to me. We mop wood floors with a damp rag on a stick...it would not damage a floor like that unless water had been sitting underneath it for a LONG time. Anyway, she claimed we did this right when we started cleaning for her, yet, she kept us on as her cleaning service for almost a year...only now that we have decided to part ways with her as a client, is she coming here and trashing our ratings. She didn't fire us...we fired her. We respectfully request that the BBB take this rating down, as the client is only telling her side of the story here. We have documentation of everything that I have described above, and will be faxing it over for your review.