Extreme Maids

"Hello Ms. [Member Name Removed], Thank you for your feedback. At Extreme Maids we try to ensure our customer's satisfaction at every turn. We pride ourselves on customer service and making sure the customer experience is one so great they want to "tell a friend." It is our standard policy to call every customer after our team has left their home to inquire about their level of satisfaction with our service. We did not deviate from this model with you. After your home was cleaned on Monday 11/20/2017 we followed up with our standard phone call to inquire about your experience and level of satisfaction. Unfortunately, we didn't get an answer so we left a message. So we called again on Tuesday 11/23/2017 with no answer, but fortunately for us your husband returned our call and when we ask our usual questions about his level of satisfaction with the service and the team he said the following... "I am completely satisfied. She's very professional. She even did a few more things I did not expect her to do. It was great!" Since this sentiment was conveyed to our customer service team we had no reason to believe you or your husband were unsatisfied with or so unsure about what was included for your hard earned dollars. We encourage all customers to read our website as it contains the most comprehensive explanation about what you receive and if that is not enough we encourage our customers to call us if we can assist with explaining anything in further detail. We understand that husbands and wives don't always agree on the definition of clean but if both of you weren't happy we would definitely like to remedy that. We called you again today after we read your review to discuss how we can make you happy with our 200% guarantee. We would appreciate the opportunity to make you as happy as we made your husband."

"Ms. [Member Name Removed], I'd like to begin by saying thank you for bringing your experience with Extreme Maids to our attention. All feedback is appreciated so we, as a company, can continually improve and evolve. Delivering exceptional customer service is of the utmost importance to our business. With that being said, I would like to sincerely apologize if the service you received on Friday 17 November, 2017 did not meet your expectations. We strive to provide all of our customers with the transparency of Extreme Maids' policies, procedures, and what to expect when we are welcomed into your home. In light of this, there are a few specific items you mentioned in your review that I would like to personally address and provide further clarity on. As noted, our team provided an extreme cleaning service in your home on Friday 17 November, 2017. While we try where possible to accommodate weekend requests, they are not a guarantee as our usual business hours are Monday to Friday. This is clearly outlined to each customer upon booking an appointment. Our teams are trained not to move any furniture or valuable objects during their cleaning to avoid the risk of damaging floors or personal items. We communicate this very clearly with our customers, in-person, over the phone and online, to ensure such items are moved or stored away prior to our teams' arrival. Unfortunately, when our team arrived at your home, they found the house was in the process of being moved, with many of your personal effects out of place. This required our team to be very strategic in their cleaning process - and in deciphering what could and could not to be touched or moved. Our team of three cleaners spent five hours in your home, and delivered the best level of service for the situation. Furthermore, while it is against our company policy due to the high level risk of liability, our team gladly assisted you in moving large appliances, including both a dryer and stove, outside of your home. We were very surprised to learn of your disappointment with our service, as when we completed our walk-through with you after the cleaning, you emphatically thanked our cleaners for a job well done, and included a $20 tip per team member. When we completed our follow-up call within 24 hours to ensure you were happy, you did not give any indication that you weren't satisfied, and requested we call back on the following Monday. As per your request, we called you several times on Monday November 20, 2017 and Tuesday November 21, 2017. Though we left voicemail messages with each call, we were unsuccessful at reaching you both days, and failed to receive a call back to further discuss your experience. After reading your review and making numerous attempts to contact you to correct your experience, we decided to issue you with a $240 refund. This is part of our policy, whereby if a customer is unhappy with the service, we will send the team back to re-clean free of charge. If we are unable to reschedule, we issue a refund for the services - this was our only solution for your case, as we could not get in touch with you. We strive to provide all of our customers with an exceptional experience on every clean, and we apologize again that you did not feel our service lived up to your expectations this time. Based on the above insight, I hope we have provided you with more clarity on our processes, and I hope we have the opportunity to provide a better experience for you in the future. Sincerely,"

"Hello Ms. [Member Name Removed], We are very sorry to hear you did not have a great experience with us. At Extreme Maids, we pride ourselves on our customer service, and strive to have every customer walk away with a smile, so we sincerely apologize that you are not 100% satisfied with our service. After requesting your cleaning estimate online on Sunday evening, we sent you a booking confirmation email. This email very clearly states that your request must be confirmed for availability by our team, and that we would be in touch with you to finalize your booking. By Monday evening, we had confirmed your home cleaning booking by email for Wednesday. Unfortunately, your initial requested time of 4:30-5:30 PM was unavailable, so we proposed the time of 1:00-3:00 PM instead. We had scheduled to call you first thing on Tuesday morning at 9:00 AM as part of our final confirmation of the booking, but you ended up calling us first. As per our phone conversation, we politely explained that your original booking request online was not a confirmed booking and the email you received afterwards clearly stated our team must confirm your requested times for availability. It is part of our policy to manually confirm every booking with each client after they request a booking online. When needed, we usually call our customer to personally discuss their booking, their needs, and how we can best serve them. You also mentioned you did not want your entire home cleaned, however, as our customer service representative kindly advised, we do not offer partial home cleaning. It is also clearly stated on our website that we only offer full home cleaning services, and we estimated your cleaning rate accordingly. Unfortunately, since you only wanted partial home cleaning, we were unable to provide you with this service. We are extremely sorry that we could not rectify the situation on this occasion. Thank you for reaching out with your concerns on this matter, we greatly appreciate your feedback as it helps us to create a better customer service experience and further develop our company to be the best it can be. Kind regards,"