Clean and Shiny Homes

"I have read over the complaint given to you by (deleted member name) and feel that I must inform you of the events. Originally when I was contacted by the customer I gave an approximate figure and advised her that I would prefer to see the property so that I could give a more accurate figure. She agreed that this would be a good idea. I had taken on a new member of staff who assured me that she was detail orientated. I had used her in another customer’s house who was thrilled with her work, so I took her with me to meet the customer. When we arrived we looked around the house and the customer advised us that she was just moving in. She also stated that she wanted the lanai and garage done as well. I stated that these areas were not usually covered but my new staff member assured me that she would be able to do these areas in an hour each. We agreed on a figure of $50 for the outside areas and $90 for the house with an extra $15 for the fridge and $15 for the stove. The customer arranged for us to come on the Tuesday at 10am. I was told by my staff that when she spoke to the customer, the customer had too many people going in and out of the house on the day of the scheduled clean and therefore cleaning would be impossible and they rescheduled the next day for the clean. My staff member turned up the next day and cleaned. She later informed me that the customer had followed her around from room to room inspecting as she went along. Her son made the bathroom untidy and my staff then had to re-clean the bathroom. My staff informed me that the customer then told her she had a doctor’s appointment she had to attend and rescheduled her again for the next day. (During this time I had not scheduled any other work for my staff member so that she could finish the job). On the Thursday the customer telephoned me and said she was very happy with the work completed but was concerned how long it was taking. I told her that this was not usual practice as we preferred to finish everything in the same day. The customer told me it was unfortunate that she had several doctor’s appointments that week. I advised her that for the next clean I would ensure that her job was the only job scheduled for the day so that we could concentrate on getting the job done exactly to her satisfaction. She asked me how much it would cost for extra jobs such as beds being made and I told her that this would not be a problem. She said she was very happy with my staff member but was concerned that I had only allowed her four hours to do the job. I advised the customer that I charge by the job and not by the hourage. So no matter how long it took the job would be done at the price quoted no more, no less. She was happy with this and said she looked forward to continued service with us. She informed me that Amy was to return to finish the garage which was the only thing left. Otherwise she was very happy. On the Friday I received a text from my staff member that she had broker her foot. I tried calling her to find out what arrangements she had made with the customer. She did not respond and I have since terminated her employment. I tried to contact the customer but she hung up on me as soon as she heard my voice and then wrote a scathing review on another website. I was very hurt by this as I was under the impression, give by the customer, I might add that she was happy with the work. The customer has not tried to contact me to have any of this fixed, nor has she paid any money for work done. Therefore her review is totally unfair. She will not respond to any letters, emails or telephone calls so that this matter can be resolved. So to say I am uncompassionate is false, I always try to ensure my customers are happy and do my best to fix anything that they are unhappy about. (deleted member name) has not given us any chance to do so since she will not respond to any of my communication."