"We at Arizona cleanPROS are saddened and offended by this customer’s allegations and review of our services. We have NEVER been accused of stealing ANYTHING from our customers. If any employee at Arizona cleanPROS is caught stealing anything they would go straight to jail. We are very fortunate that we have never had to encounter this problem. We have worked hard over the years building our reputation as being very honest, fair, and providing the highest quality cleaning services available in Phoenix. The cleaning team that serviced this customer’s home has been with us for years. They provide excellent service and have received many of the “A” ratings from our Angie’s List customers. We stand behind this team and all our cleaning teams 100%. This customer was very abrasive on the phone when she called to mention the missing earrings. We would have offered to send both the team in question and our Director of Cleaning Services to her home to assist her in locating the earrings but she abruptly ended the call. She also stated that all cleaning companies steal from their customers and cannot be trusted. Arizona cleanPROS as well as the other highly rated companies on Angie’s List would not be successful if we all stole from our customers. Again, we are very offended by this customer’s “Fairly certain” allegations and expect an apology both personally and on Angie’s List once she finds the earrings wherever she placed them. Steve Armour President, Arizona cleanPROS, Inc."

"We at Arizona cleanPROS always appreciate feedback from our customers. When the feedback is objective and true it helps us become a better company. We also take every job and customer very seriously to ensure that we provide a level service in the valley that is second to none. When the feedback we receive is less than truthful we must take a look at what really has transpired. This customer is correct in that she had scheduled an additional cleaning scheduled for 7:30. We must have entered the job into our system with an incorrect start time. We take full responsibility for this error. As part of our service we send out a “Reminder” email to every customer each day that has a scheduled job the following day. The “Reminder” email also includes the start time of the scheduled cleaning appointment. In addition, we also call each customer the evening before their appointment as a courtesy to again remind them of their appointment and start time. We leave a message if there is no answer. Had this customer either read the “Reminder” email or checked her voice mail she would have discovered that we did have the incorrect start time and would have corrected the error immediately. There also appears to be a less than truthful statement regarding this customer’s “Regular” start time. The following dates and start times are from the scheduling software we use: 11/6/2013 – 12:00 PM, 11/15/2013 – 1:00 PM, 12/12/2013 – 3:30PM, 03/6/2014 – 8:00 AM, 3/11/2014 – 8:00 PM, 3/25/2014 – 9:00 AM, 4/8/2014 – 9:00 AM, 4/21/2014 – 11:00 AM, 5/9/2014 – 12:30 PM, 6/3/2014 – 9:00 AM, and 6/17 – 8:00 AM. We are having a difficult time understanding “"regular" time was 8 am every other Tuesday (not 9:30)......” based on the actual data that we pulled from our scheduling software. There is not even a pattern of start times we are able to consider. There was no “chuckling” from either the office staff or leadership while communicating with this customer. We knew there was a problem and were trying to correct it ASAP to help out this customer whose father just passed away. This customer was also less than truthful about not responding to her email to us before posting this review. The following is our reply that we sent (07/08/2014 @ 10:52 AM to her after reviewing to her email she sent on 07/08/2014 @ 9:41 AM: “Hi [removed member name], We apologize for any confusion and inconvenience this morning. I am going to talk with our administrative staff this afternoon to see exactly what transpired. Do you remember which day you called to setup this special cleaning appointment and whether it was in the morning or afternoon? I did speak to the cleaning team and they indicated that you told them “Not Now” and slammed the door shut. It is your choice to write a review of our services. When I need to respond to either positive or negative reviews I wait a day or so to calm down and be more objective. If you do submit a review we will respond accordingly. Again, we apologize for any inconvenience during these difficult times.” This customer’s final statements “the crew was so concerned about my health and sadness, and all hugged me to try and make it better. They are the gems” are misleading as well. When the cleaning team showed up this customer told them “Not now” and slammed the door shut. There were no hugs or words of concern. The cleaning team did not have the opportunity to say anything to this customer since the door had been slammed shut (See our response in the reply email we sent her). We realize that this customer was going through difficult times and attempted to do whatever was necessary to help her. We always admit fault when we make mistakes as we did with this customer. We are human. We do not appreciate, however, when customers are less than honest in their feedback and reviews. We wish this customer all the best in the future. Steve Armour President, Arizona cleanPROS"