Maid Green, LLC

"What a great client this is, we just love cleaning for her! However, to be fair we have tried on many, many occasions to schedule this client for regular monthly service at a regular time on a regular day, but when we call to remind her of the upcoming appointment, more often than not that specific date and/or time is not convenient due to special circumstances on her part. Therefore she either requests a different day or a different time on her given day for us to service her residence and often times we are unable to meet the specific time constraints she requests due to being booked. We have many clients that call us every month or so to clean their residences simply because they do not wish to have a regular service schedule and we accommodate them with a first available appointment. And because of this clients special circumstances we thought it best to just have her call us with a schedule that was most convenient for her. This is my statement."

"To be perfectly honest, I am taken-back by this client’s complaint. Just two weeks before she canceled her service she sent an email praising her cleaning teams work. Please allow me to address these issues in order of her complaints. • I am unsure as to what she means by “quarterly cleaning”; we only provided bi-weekly service to this client. • Dusting: Maid Green Clean provides multiple levels of service in an effort to fit every budget; the most popular being our “Valued Service”. With our valued service we can save the client money by simply dusting surfaces with a commercial style “Swiffer®”, versus polishing every surface. I had never been informed about this client’s discontent with her dusting and if I had I would have gladly agreed to upgrade her to the next cleaning level. • Different teams: With regards to sending different personnel to clean this client’s home, we sincerely do our best to send the same team to a client’s home on each and every occasion, however some circumstances are beyond our control and therefore the best case scenario is that there will always be at least one familiar face on each visit. Furthermore, this client was NEVER home during a cleaning! • Tired of calling: The only time I was ever personally contacted by this client was after her second cleaning where she addressed the issue of us not placing her “Bath Mat” back in its correct place. The other time this client contacted my company was via email where she stated: Hi, As of 23 Sep 11, I will no longer require my bi-weekly cleaning service, please cancel. At that time, please finalize any payments due. Thank you for your service. Member Why the “Thank you for your service” if we had performed so poorly? This is my statement."

"One of the greatest freedoms in our wonderful nation is without a doubt the freedom of speech, and as a member of Angie’s List I truly believe that it is member comments such as this one that keeps businesses such as ours honest. With that being said, as my 8-year old son would say…”REALLY” a B. I must have read this client’s statement at least a dozen times in an attempt to understand where we went wrong. So, I finally decided to dissect the statement sentence by sentence so that I could perhaps make better sense of why we didn’t receive the A++ rating that the client’s statement clearly defines. Here’s what I came up with: “Information and consultation were without issue.” - - - And yet we received a “B” for Professionalism “Set a date and was able to come a day sooner after a cancellation.” Summer is an odd time for us with client’s going on vacation - - - this allowed us move around some schedules in an effort to accommodate this client's needs. - - - And yet we received a “B” for Responsiveness “Called for a earlier visit to the apartment to spray the stove and oven.” Normally we are at the mercy of time and have to spray the oven upon our arrival and hope that it has time to fully activate while we clean the rest of the premises; sometimes the oven is not as clean as we would like because the cleaner did not work effectively. However, on this occasion we were able to visit the premises at an earlier time in order to spray the oven in advance thus guaranteeing better results and ultimately saving the homeowner time and money. - - - And yet we received a “B” for Punctuality “Later that appointment day, two others came and finished the job.” This statement clearly states that we finished the job and I can only assume without issue since none was stated. - - - And yet we received a “B” for Quality. “Walked through with the apartment manager later with no issue.” - - - And yet we received a “B” for Overall As for the Price, we quoted a price and delivered our services at the agreed upon price. - - - And yet we received a “B” for Price. We take our client’s feedback very seriously and that is why we offer a 100% Satisfaction Guarantee for all cleanings we provide; although I’m not exactly sure that we did anything wrong with this client. We also take our business very serious, and that’s why we take the time to write a response to a client’s feedback so that others seeking a professional cleaning service will better understand our challenges. We do not claim to be perfect, but we do strive for perfection daily in our business practices. This is my statement."

"As with all potential new clients, either by way of our website or through a handout which we provide upon providing a free on-site quote, our cleaning processes were clearly explained to this member. The following is a written reply from Mrs. Kim Mardis, the President of Maid Green Clean in response to comments/allegations that this member made regarding the quality of services provided by her company. When we speak with new clients we always explain that no one is perfect and no service is without an occasional fault. With that in mind we always ask that our clients let us know immediately if there were any issues with a cleaning so that we may honor our ‘Satisfaction Guarantee’ by sending out a team to remedy any errors or omissions on our part. This client did contact us and explain that her team missed a cobweb and that the issue was not serious enough for us to return and that she was okay with us removing the cobweb on our next visit. All professional cleaning services (licensed, bonded and insured) base their rates on the amount of time it takes to perform a job, and while we too base our rates on time, we also provide two (2) levels of service to the price conscious home owner or business. Our ‘Basic Rate’ which as our website describes is a great option for those who desire a well cleaned home or business without paying for extra hours of tedious work such as moving and replacing clutter or valuable knickknacks or other items which they themselves will move the day before we arrive so that we are able to efficiently clean all surfaces in an expeditious manner thus saving them money. With regards to this client’s remark about dusting around and behind things, she is referring to a computer monitor which sits in a corner desk. She asked why we did not remove the computer monitor, dust behind the computer monitor and then replace the computer monitor, and I explained that she was quoted a ‘Basic Rate’ which means we will dust everywhere we can reach. I also explained to her that when we move and replace valuable items then we must charge a ‘Priority Rate’ which allows us to dedicate additional time to these specific requests. The client also wanted to know why we did not move the furniture from the walls in order to vacuum behind them. I first explained that we vacuum every floor surface that is accessible and that moving heavy furniture is prohibited for any female team member in our employ; this is a Workman’s Compensation regulation via our insurance, but that we could schedule a male team member to come and move these furniture items on occasion – we do this on most first time cleanings. Secondly, I explained that although she did not think that it would take but a second to perform this task, she was quoted a specific rate which did not include the extra time it would take to move her furnishings and then replace them. This is my statement."

"As with all potential new clients, either by way of our website or through a handout which we provide upon providing a free on-site quote, our cleaning processes were clearly explained to this member. The following is a written reply from Mrs. Kim Mardis, the President of Maid Green Clean in response to comments/allegations that this member made regarding the quality of services provided by her company. Baseboards: We vacuum any baseboard that we are able to reach without having to move furniture, boxes or other clutter. We do not wet-wipe baseboards in a basic clean package, however we do provide this option for client’s wishing to upgrade to another package; this package actually saves the client money because the rate is charged in 15-minute increments versus an hourly charge – after the first hour. Dusting: I cannot speak for how this member feels the dusting should have been done, however when we dust, we use a lightly damp Microfiber cloth and/or a commercial Swiffer over dry dusting methods in order to attract and remove more dust from the areas we clean. If there is an issue with accessibility, we explain to our clients that if an area is excessively cluttered they must organize or remove those items in order for Team Members to clean the surface area beneath. A Lady and Two Male Workers: It is our policy to send a supervisor with Team Members to every new account, and it just so happened that I was available to join this member's Team Members the day her home was cleaned. We have Team Members of both sexes, and the Team scheduled for this member that day was a Team that consisted of two gentlemen. Broken Item: I was personally responsible for the breakage and not a Team Member as this member described. A glass candlestick with a glass shade was on the bathroom vanity and when I went to move the item in order to clean the vanity, the shade fell from the pedestal because it was not attached and it was designed to have been. I brought the broken item to the member’s attention and I was the one that suggested payment for my mistake. Total Paid: When I first met with this member, she explained to me that her husband was disabled and she had become overwhelmed with his care and that she merely did not have the energy to keep with the housecleaning. I soon realized that her home had not been maintained in quite some time and therefore it would take a cleaning team approximately six hours to get her home in order. And although I should have quoted the cleaning at a much higher price, I agreed to a price of $215.00 to clean her home, in which we were paid $138.00 for the following reasons: • She provided an Angie’s List coupon for $25 off her first cleaning. • She received a 15% discount ($28.00) because she was a Senior Citizen (we usually only extend one type of discount per visit). • She was compensated $25 for the item I broke. This was an exceptional value for this member especially since it took both Team Members and myself more than nine (9) Man-Hours to get this member's home in order. Quality of Work: We strive for perfection on each and every visit, and that is why we confidently offer a 100% Satisfaction Guarantee to all of our clients. This guarantee is boldly stated on our website as well as our company brochure. We realize that no one and no service is perfect and that mistakes will occur on occasion, but to date we have only had to return on once in order to satisfy a client. With that in mind I personally went through the home with this member after we finished working so as to ensure that our services met with her complete satisfaction; her comments at the time were that of a satisfied client. I have not heard from this member since we cleaned her home in November (not December as her report claims). This is my statement."