"Hello, We are pleased that you were happy with the quality of the work, and are surprised that you gave us a B rating. We're sorry for any confusion regarding the price and wish you had taken the time to contact the office to discuss the perceived pricing issue. We reviewed your email quote and the subsequent telephone quote that you requested. Both quotes state an estimate for two hours of cleaning with a discount of $25 off of a two hour clean. The hourly rate for the team of four people is $170 per hour. It took the team two hours to clean your home. You were only charged $315, as reflected on your credit card statement."

"Thank you Ms. [Member Name Removed]! It's always a pleasure to service your cleaning needs! We hope to see you soon. Daniela Thiele"

"Hello Ms. [Member Name Removed], We are very sorry that you could not experience our usual quality at this move in cleaning. Having power plays a big part of our cleaning process since vacuum it's a valuable function that was completely missed from your cleaning. Our vacuum person will vacuum all ceiling fans, vents, carpets, cob webs, blinds, wood/ tile and vinyl floors and if there is upholstery, we will vacuum those too. We damp wipe baseboards, window sills and door ledges but depending on the job sometimes we even vacuum first and then damp wipe also. Please understand our position and we hope you will consider using our services again. Thank you, Daniela Thiele"

"We are sorry to hear this member had a poor experience with our service.We did get there 20 minutes later than planned, which occasionally happens due to circumstances beyond our control such as traffic. We apologized for this. The original estimate for the home was 2 - 2.5 hours, and we explained that this is only an estimate & it may take more time to clean depending on the level of cleanliness of the home. When the appointment was made with us, we were never told that we needed to be out within 2.5 hours. The member told us of the time limitation after we had arrived at the home. If we knew in advance what our customers' needs were, we could have worked with them to find a solution. Had we been informed of the time constraints, we would have found a different time or day that better accommodated the member's schedule, so that we could have fully cleaned the home. Our cleaning system requires our team members spread out throughout the house to complete whichever cleaning function each member is assigned to (kitchen, bathrooms, dusting, vacuuming) in the most efficient way possible. Dusting one room while vacuuming another ensures that the cleaners are not running into each other & slowing each other down. Our crew synchronize their tasks to finish the home at the same time. After an hour and a half of cleaning, it was clear the team would need more time to finish the home, bringing the total cleaning time to the 2.5 hours estimated, perhaps 3 hours. Our Field Manager asked for more time and we were told we would not have the time to completely finish cleaning the home. When we were told we had only half an hour to finish a 1.5 hour job, we asked what priorities were most important and were told "the living room, the guest bath or the powder room" were at the bottom of that list. We did clean the rooms at the top of your list in the time left to us. We believe that the root cause for this member's poor experience was a lack of communication. We apologize for our role in the lack of communication."

"Hello [member name removed], it appears as though you may have confused our company with another one. The Maids Home Services does not provide any type of service in the yard, or outside of the home. We offer residential and commercial services for all types of cleaning needs inside homes or offices, but nothing outside."