"In response to Ms [Member Name Removed] I never told Ms [Member Name Removed] that her moms house ; a pretty spacious home that had not been cleaned in a VERY-LONG TIME would ONLY take 4 hours to clean top to bottom.. That would be an impossibility! She and her mother were present as I did a walkthrough and I pointed out out all the areas of concern; Mom wanted to stay within her budget and said that she understood that it would take more than one 4 hr cleaning to get the house up to parr. It was made clear to me that she intended to have us return once a month to continue working and to maintain her home as time permitted. She understood very clearly when I bent down to show her how dirty the baseboards alone were in her bathroom. I swiped up a huge ball of hair, dander and soil with my bare hands .... to her surprising embarrassment. I also pointed out that the kitchen alone would take at least 2 hours if it was to be done top to bottom as the cabinets were heavily soiled with grease and dirt. All of the countertops were full of articles and small appliances that were all in need of more than a “wipe down” Furthermore I expressed concern of having the cleaning start at 3pm as it would be a tough job at the end of the day. and I would prefer for it to be started first thing in the morning ( which is what we always do on first time cleanings) where there would be plenty of light and the housekeeper would be fresh and ready for her day. The housekeepers pace of “slow” was because of the simple reason that the house was very dirty! And we simply don’t do “fluff” cleanings! which is what I believe now to be the cleaning Ms [Member Name Removed] wanted.....and not a true deep cleaning. Last, the very thing that sets my company apart from others, is that I assign a housekeeper - ONE HOUSEKEEPER; however in situations such as this one I definitely would have recommended having 2 housekeepers to tackle such a job. It was offered to her mom but she preferred to just have the ONE housekeeper come. Kailynn, the housekeeper that cleaned for the [Member Name Removed] family has over 7 years experience cleaning and is quite the work horse! She does speak broken English but she has no issues communicating as Ms [Member Name Removed] expressed. Just about all of her established clients are English speaking and if this was a problem then obviously she could not conduct her job. This is a plain exaggeration of the client, which I will not tolerate going un cleared. I’ve cleaned my self for over 26 years, and it has come to my understanding that not everyone that hires us knows how to clean... really clean! Its the ONLY KIND OF CLEANING WE DO! This kind of cleaning takes time and effort and very little talking."