Denver Concierge

"I am writing as the owner of Denver Concierge to personally respond to this review. It is unfortunate that people can come online so easily and attempt to damage the reputation of solid companies like the one we run. We perform 15,000+ house cleanings a year in the Denver market. We have 450 very happy, regular clients that never complain, they pay their bill on time and we rarely have any issues. We visit another 300+ homes every year for special cleans, holidays, etc. We are A+ rated with the BBB and enjoy a stellar reputation in our market. When we do have the inevitable issue, we bend over backwards to make sure our client is happy. Our rating and reputation has been earned by doing just that. Unfortunately, every now and then, all businesses encounter clients that just “aren’t right for them”. This is one of those cases. We had a poor prior experience with this client in 2010. In the booking and cleaning process, there was evidently an issue with our communication and we did not meet the expectations of this customer. We discussed it with them and ended up giving a substantial discount (50%) to this client for the services we provided. It was clear after experiencing this that we probably weren’t the best fit for this home. The client did not book on a regular schedule and we did not expect to hear from them again due to their expressed dissatisfaction. In May of this year, however, this same client called us back for a booking, despite the fact that they were not happy when they used us in 2010. While that surprised us, we elected to return to this home to see if we could provide a better experience this time around. Regretfully, that was a poor decision on our part. The situation that our employees encountered was difficult at every turn. The client estimate of how long it would take in the home versus the reality of cleaning and the effort to clean this home to our standards were miles apart. The client also followed our team around, creating huge inefficiencies in our work. They also repeatedly called the office to complain and it was very clear we were not pleasing them. It seems they made every effort to begin the negotiating process to reduce the price almost as soon as we started. We ended up sending an additional team of three to this home to complete the work and we did so at no charge to the client. The total bill for this clean would have been over $1,100 under normal circumstances. It should be noted that this amount is significantly above amounts that clients usually pay and it is reflective of the very difficult conditions and time consuming cleaning efforts we provided. Due to the obvious dissatisfaction that this customer had once again, we made the decision to again discount the amount owed, and the client was charged $650, which she agreed to. Needless to say, we will not be returning to this home and have made every effort to please this client. We stand behind our work 100% and hope that our reputation and history help offset the remarks made here. We appreciate the opportunity to offer our side of the story and thank Angie’s List for allowing that. Most Sincerely, John Kitts Owner, Denver Concierge"

"Note: this complaint was recently rejected by a local television station consumer advocate person as invalid. Response: Denver Concierge does on average 15,000 cleans a year, is A+ and Gold rated with the BBB for one reason: we take excellent care of our clients homes. We have offered previously and are more than happy to have our insurance company do a full investigation into this matter, as we would never shirk our responsibilities and have been serving delighted clients since 1999, cleaning many sizes of homes across the entire front range, some sized over 10,000 square feet and some we clean more than once per week- this would not be possible were it not for our utmost service to our clients. As soon as the member called to say there was damage, we sent out our quality control manager to take a look, and offered to pay for Furniture Medic to also come out and see what happened. We did pay $150 dollars to repair the stairs in her home, even though we did not truly believe we did the damage, but because we always strive to serve our clients in the utmost manner. After agreeing with us that we would pay Furniture Medic to come out, the member had another furniture person come into her home, which is her right to do of course, but this was not what we agreed upon. The member states that Sherri from Furniture Medic told her that cleaning companies do a lot of damage in general/’standard behavior’ with backpack vacuums, but Sherry told our Client Service Director, that she did not say that, and that the member wasn’t home when she was there, but that her husband was. Also, we are green certified and do not use harsh chemicals, ever. We use a barely damp microfiber cloth and nothing more on wood. We have never had a complaint like this in 12 years, we do thousands of cleans every year, and thus we do not feel that we did this damage. That said, again we are happy to involve our insurance company to do a full investigation."