Maid in Heaven Home Cleaning

I apologize Kristin feels this way. We do charge an extra $10 when we accept work in Phoenix because that is the actual cost of the gas to get there. We charged $65 for the cleaning of her friend's home based on the square footage. We charge by flat rate not by time. We want our clients to know what is being charged upfront and therefore there are no surprises later. We did charge an extra $15 because she stated that the floors needed extra attention. During our conversation Kristin did say that the floors were better than they were before the cleaning. I agree I personally do not know how to read a paper road map nor does our home cleaner. Today most people rely on gadgets and computers over manual methods used in the past. We rely heavily on GPS and Map Quest to get to where we need to go. Most people today have a GPS and rely on that as well. In this circumstance both the Map Quest and the GPS showed it recognized the address. However, both the GPS and Map Quest led our home cleaner to a completely different area. I called Kristin to confirm we had the correct address and verify the cross streets. I even Googled the complex name to validate that we had the correct address which we did. Since Kristin does not live at the home our cleaner was going to I asked for her friend's number so we could get the directions from him directly. I figured he would know the area better since he lives there. However, the directions we received kept changing because of where our cleaner were coming from at that moment and construction in the area also resulted in changing the directions. So we had a few short calls just to confirm everything. Our cleaner brought his wife with him because of a commitment they had later in the day. She is on the insurance in the event she would ever need to go along. Unfortunately she did have a panic attack because of being misdirected by the GPS and the friend's directions he felt it would be better to take her back and come alone. We did not want to give a bad impression so he felt this was the better way to handle it. She was quite distraught. Our cleaner was going to go right back, but Kristin's friend said he was going to get a hair cut and requested we return at 3pm. He requested that the cleaner call him before leaving and he would give directions that would get him right there. Our cleaner had no trouble the second trip. According to Kristin there was a patch behind the toilet that was missed and one glass mark left on the glass table. I apologize that this was overlooked. From my understanding this was the only thing that upset her in regards to the cleaning. The cleaner has multiple clients that use him on a regular basis so I am surprised to hear that just based off his record. Her friend even told our cleaner he wanted to use his services once every three weeks. But after his conversation with Kristen he changed his mind. I apologize again that Kristin was upset with the experience.