Louisville MaidPro

"Dear Angie List Members, We are sorry that the review that was posted was not a good review. MaidPro tries to do everything in our power to make sure a customer is satisfied with our service. I looked back at the notes - the clean was on September 8, 2012. We have in the notes that a picture frame was broke and that we responded to replace the frame & send us the receipt & we would credit the customer on the next clean. We also shared with them that there was a $14 credit that would be applied on the next clean, as it took 30 minutes less for the First Time Clean. The next clean never happened - the schedule was canceled on September 17, 2012 before her next Biweekly Clean on September 21, 2012. Her original cleaning price was rebilled at the One Time Rate, because she only had one clean, not the recurring schedule she set up. This pricing information is shared both over the phone & in writing when, if for any reason a schedule is canceled after just one clean, the rate will be charged is at the One Time Cleaning Rate. But since we had not received the receipt for the picture frame that was broken, we did not charge her the difference in the Biweekly Rate & the One Time Clean Rate and the balance was written off. I'm not sure what else we could have done. When the email came in to cancel the service it stated "that having a cleaning service wasn't right for them right now". I'm sorry that after almost 1.5 years this review is just now being posted and we weren't given any information that there was a problem. We offered to replace the frame, give her a credit & didn't charge her for the difference in the Biweekly and the One Time Clean rates. We Are very Customer Service sensitive and these kind of reviews break our hearts! Rhonda MaidPro"

"Thank you [member name removed] for your wonderful review. This customer has been with MaidPro of Louisville (off and on) since November 2004! We will be celebrating our 10 years of Service in the Louisville area this fall and we are so excited to see this positive post about our service. I believe [member name removed] started with us within the first month of us starting our business in Louisville and are very grateful to her for her business over the years. Thank you again! MaidPro of Louisville Rhonda Peege & Carla Stone MaidPro Co-Owners"

"Member, Thank you so much for the excellent report for MaidPro. MaidPro of Louisville is independently owned & operated by myself (Rhonda Peege) & Carla Stone. MaidPro is a part of a franchise system in which we bought the Louisville territory that we service in Oct. 2004. The costs for most "company owned" services are a little more expensive due to the overhead you pay for to have safety & security when hiring MaidPro to come into your home. Legitimate businesses like ours that operate out of a business office, that pays taxes, that has insurance to protect our service providers & our customers and that drug screens our employees are just a few things MaidPro does, but it does add to the cost for company run services. Thank you again for your business & great review!"

"Thank you for using MaidPro, we welcome occasional repeat customers, as well as recurring & One Time Clean customers. Thank you for the positive feedback! Rhonda MaidPro Co-Owner"

"The member's name that we serviced was in the Springhusrt area, not sure if she moved to Fern Creek, so I'm just guessing this is the same person. I'm sorry that there was a misunderstanding about the type of services provided. In a general clean, we just dust & vacuum, clean & disinfect the kitchen & bathrooms. The 49 Point Check List is for a detailed "spring" type cleaning, that generally we add 2 hours to the estimate to perform this type of service (wet wiping baseboards, window sills, blinds, ceiling fans, etc.). This was the 3rd time we've cleaned this customers home & the same cleaner cleaned the 1st & 3rd cleans and all 3 cleans were for the same amount of time. We followup via email to allow the customer to tell us what they thought of their clean & after 3 cleans this is the first time I ever knew there was a problem. We offer a 24 hour guarantee, that is if something that we cleaned wasn't done to the customers standards, they just have to call/email us & we will send a cleaner back out to correct what wasn't cleaned properly. But if we are not given enough time (the extra 2 hours to perform the 49 Point Check List ), we can't be expected to do what we weren't given the time to do. Our rates are very competitive with other tax paying legitimate cleaning companies that have an office, insurances & protections in place to protect our customers. I wish folks that were not happy with our service would allow us to make it right, we have all the policies in place to assist them in the situation that if a service provider has an off day - a reclean. We have over 150 very happy recurring customers that we service each month, along with many positive reviews on Google, Yahoo & Yelp . So sorry we didn't have the opportunity to make this right or even know there was a problem. We really do care about our service & doing what we say we are going to do."

"Thank you for your review! I am once again am having a difficult time identifying the correct customer for this review, it looks like I am thanking the member, at least that is the customer we have listed at the above address. It is our goal to provide a top notch clean & if given the proper time to clean & it isn't satifactory to our customer, then we will make it right. Thank you for the confidence you have placed in MaidPro! Yes, we are locally owned & operated, but we do belong to a National Franchise which provides us with marketing, cleaning processes, software, website/internet presence & many other very valuable resources. Once again thank you!"

"I am responding to this late as I've had a hard time figuring out whose house we cleaned. The customer name on our account is one name, but these comments are from another name. I am pretty sure I am responding about the correct clean. The home estimated it would take 8-10 hours to deep clean it (including baseboards, window sills, blinds, etc.). When we have customers that request their home to be cleaned in less than the estimated amount of time, we share with them that we can clean for whatever period of time they would like, but it would then be a customer directed clean. In order for our Service Providers to have feedback & understand the complete desires of the customer, we usually expect they will stay to give them feedback, as the home is being cleaned or at the end of the clean. "Specials/Coupons" such as the $89 clean for 4 hours (normal rate would have been $160 for a one time clean) often hurt our company as folks often have an unrealistic exceptation of how long it takes to deep clean a home - especially one that is over 5,000 sq. ft. It is always our goal to satisfy a customer, it is unfortunate that we were not able to accomplish the clean this customer thought she was buying."

"This service was performed November 18, 2005. When we did our follow up of their clean it was reported that the service was excellent. They called November 29, 2005 to cancel their service stating: "Customers have decided they can't afford service at this time. It is not a service issue." I am not sure why they rated us a "C" the price is given up front before we come out to clean & we never charge more than the estimated amount without getting prior approval from the customer. Truly sorry if there was some kind of miscommunication regarding the price."