MarLee HomeCleaning

Hi Kati, Per our previous conversation, I’m so very sorry to hear that you were unhappy with our service. In the 6 years we have been in business this is actually the first time we’ve failed to meet a client’s expectations in this way. We TRULLY appreciate your feedback, and hope you will give us an opportunity to make things right. Regarding your specific concerns, I think the problem may be with a lack of mutual understanding of your cleaning requirements. After reviewing the cleaning plan that you gave us, it appears that the inside of your stove and your dressers were not included on it. We consider the cleaning plan that our clients give us to be “the law” and instruct our cleaners not to deviate from it. That’s why we review it together with our clients before we start and both sign it. If you would like us to add those items to the plan we would be very happy to do that. Regarding the other items on your list (a few lights and vents), it is not uncommon for any cleaner to miss something on the first visit. That’s why we have a follow up process where we ask our clients how the first cleanings have gone. We want to know if anything was missed so that we can correct it for the next cleaning. Although you had a few items of concern Kati, I was happy to hear, in our follow up conversation, that you were pleased with how well we cleaned your kitchen, bathrooms, bedrooms, and living/family rooms. I do hope that you don’t judge our entire service by the few things that were missed, but can be quickly corrected. Please feel free to reach out to me directly if you have additional questions/comments, or if there is ANYTHING we can do to serve you better. -Kim