Nook and Cranny Homekeeping NWA

Mr. Best, In response to your review: 1. When your wife contacted us the day of the walk through, we explained we had the walk through written on a different day. We took full responsibility for the mix-up and offered to come immediately. We were told no, it was fine. We previously explained we use the walk through simply to know the layout of your home prior to going in. However, you did schedule one and we were very apologetic about the mis-scheduling. 2. In our phone conversation prior to the cleaning, I explained we always do a foundation clean in a team of at least three and in a house your size, our goal would be to complete your cleaning in four hours. Making a total of 12 labor hours with three cleaners. We started your clean at 8:15 and left at 1:30. We completed 12 hours of cleaning labor in your home. We understand that you were concerned that the third cleaner was sick and not available, but had she been present at the cleaning, we would have finished in 3.5-4 hours, which would have totaled 10.5-12 hours. Our labor time was equivalent to what we estimated. On our initial conversation, you stated the house was brand new and cleaned/dusted daily. In which case, there was no need for a fourth cleaner. 3. When we first enter a home, we always open all blinds/curtains, allowing as much natural light in as possible. This allows us to see all areas of dust/accumulation, especially on glass and floors. With your home being a new construction surrounded by homes being built and under construction, the amount/type of dust was thicker than described to us. Absolutely, removing dust is one of our biggest priorities in a foundation clean and we attempt to remove as much as possible. This is not a problem or "dislike" of ours, however, we cannot truly gauge the amount of dust in a home until we start cleaning it. Walk through or no walk through. 4. "Sweating". You arrived home in the middle of our clean. You voiced your concern with the fact we did not have a third cleaner and why our quote on the job was not lower due to us operating in a team of two, instead of three. I attempted to explain that we would go over that four hour goal because she was not present, but that we were working as hard as possible to compensate for her time. Commenting that she was "sweating" was in a slap knee context, trying to reaffirm that we were really working hard to meet that goal time we had discussed. Due to your concern, I asked that you not pay us until you and your wife had the opportunity to thoroughly dissect our clean after we left, then pay us what you thought was fair for our service. You insisted on paying then, saying the house looked great. When we completed our clean (12 hours), I attempted to return some of the payment to your wife, she very graciously would not accept. We visited about the amount of new construction dust that is invading your home (she wanted to know some good techniques to keep it maintained) and I offered to do another clean for you up to 40% off. 5. I spoke with your wife upon arrival about changing the bed linens, we were asked not to. There was no mention of us cleaning out from under the beds. Due to the nature of personal items, valuables, guns, etc., we do not go under the beds, except for under the edges. We dry swept and vacuumed underneath all furniture, including beds (master was mopped), as far as the appliances could reach. We do not move beds and the personal belongings underneath to get under the center. You mention that cleaning is physically laborious. Yes it is. There is value in the deep clean we did on your home, which is what we asked for you to determine and pay us accordingly. As you and I previously discussed, due to the nature and labor of a whole house deep clean, we prefer to work in a team of three to "lighten" the physical taxation, for our benefit and efficiency. We attempted to not let the absence of one cleaners hinder our quality of service. We have never provided an initial/foundation clean in a home without all three of our team members. Unfortunately, sickness hit our team one by one this week and your home was the first time it happened. With all of our cleaners being hit with a "bug", to say it has been a hectic week is an understatement. Even so, you should have gotten your pictures sooner. Three days is too long and we apologize. We want every client to be 100% satisfied with our cleaning service. While I cannot change that one of our cleaners was sick, I have attempted to refund part of the payment, asked not to be paid until you were 100% satisfied and then offered a steep discount on another clean. We would genuinely like to try and make up for where you feel we have lacked in service. We would be happy to still refund your payment or return and do a cleaning at a discounted price.