It is a privilege and an honor to be invited into customer's homes to clean. We will respond to a few of the inaccurate statements:
1. The customer was informed that the lost cleaner was having trouble finding the home and had a church cleaning that ran long. This was explained via phone call.
2. The statement was made that our head cleaner had helped at my home and if I had someone clean it would be her. This statement was 100% accurate and words were twisted by the customer for her own gain.
There were many inaccuracies in the request and the experience was terrible for our small business:
1. We offered an in person quote of the customer's home before scheduling a cleaning. This offer was turned down and we were informed the home was 3,000 sqft. The home, according to county records, is near 7,000 sqft. The amount of time needed to clean the 4,000 sq ft difference would have more than doubled, if we were aware of the actual size of the home.
2. An hour was deducted from the amount due on top of the time lost for the cleaners tardiness. The customer misinformed me about the actual hours worked, which calls her integrity into question because additional free cleaning was received. This is after the very reasonable agreed on price was questioned by the customer.
3. The customer was very hard on the cleaner that was lost. So tough on her that she left the home in tears after the cleaning.
4. My head cleaner, who I trust more than most family member, had to deal with numerous ethnic slurs after telling the customer that it bothered her. We care about our staff and would never put them back in that environment. If we had been made aware during service, they would have been pulled immediately.
5. The customer states that she was unhappy with the cleaning, but did attempt to poach the staff that did her cleaning for future cleanings. This offer contradicts the statement of unsatisfactory service.
We have the opportunity to clean a large number of homes per week and have been able to EARN over a 90% approval rate. We believe that is a more accurate snapshot of the service we strive to provide.
We try to stay humble and have the opportunity to donate a portion of every cleaning to a local charity. Every cleaning does not go perfectly, but we try to always make things right. To make this right, we are providing this response for any future customers to have a true understanding of this situation. This is also a service to every other provider on Thumbtack to avoid this customer because of the list provided above. We have cleaned around 3000 homes this year and countless in previous years. This is by far the worst experience we have had with a customer and hope that no other service provider has to deal with the extreme circumstances with this customer.
