Image Maids

"Dear Mrs. [Member Name Removed], We worked very diligently with you on your laminate floors of 22 years. We went above and beyond by your request to hand and knee clean your laminate floors, with scrubbing brushes and liquid comet, which is not a realm of our service. I explained this would take up much of the cleaning time of 4 hours on a home of 1950 square feet. I had quoted you 2.5 up to 3 for a vacant home, which is typical, but added an hour to accommodate more time to hand scrub the 22 year old laminate floors. The team leader discussed your home upon arrival once she saw you wanted them to use toothbrushes to get in every tiny crack and crevice from the window ledge to the baseboards. She explained that we don’t use toothbrushes to clean, and our chemicals are all high grade Zep products. We do not use harsh chemicals to clean any home. She explained you were speaking of a cleaning that would take 8-10 hours and if you are having the interior painted it would not need that in-depth cleaning with a toothbrush and magic erasers. I did reply with an email and explained the best I knew how. I feel that the home, according to our team leader, was ready for renovations/painting/ as the possibility of the home being flipped for a sale was very possible. Your email in the last paragraph said 4-6 areas were missed. Certainly, we will return to correct missed areas, which I did within 2 hours of our email conversation. It was no more than 40-50 minutes of time in the home for those areas and 1 person, including spending time with you looking over the home. We felt you were under the assumption that the home was going to be gone over again, as you wanted her to use a toothbrush and magic erasers. She did go back over any areas mentioned in the paragraph that you felt were not done. As explained, we had agreed on 4 hours, and you were looking for work of 8-10 hours with a team of 3, which you did not want to pay for that amount of time. We wish you only the very best in your future endeavors and new home."

"Mr. [Member Name Removed]. We followed up with you the day after service and we were unable to contact you. We were able to reach you two days after service and at that time you did not have any complaints with the cleaning service provided. We guarantee our work and will always correct any areas of concern. I understand you spoke with Lori this morning (5 days after the cleaning service) and she offered to come correct any areas that you were not happy with. You declined the offer. We have made every effort to ensure you are completely happy with Image Maids. It was not communicated to us in the follow up phone call that you had concerns, had it been, we would have returned to your home immediately or even today, 5 days after the initial cleaning."

"An Image Maids CSR spoke with Mrs. [Member Name Removed] within an hour of the service being completed and the areas of concern were discussed. We made arrangements for a team to return the same day to correct the areas. When the team was in route to the home, Mrs. [Member Name Removed] would not let them return. We do guarantee our work with a 100% Satisfaction Guarantee: If you are not happy with any area that we have cleaned, simply call the office within 24 hours and we will come back and re-clean free of charge."