Baker Home Services Inc.

"(Member name removed) has been a monthly cleaning customer of ours since December 2010. There were a few occasions that she called stating the cleaning was not to her expectations. Our office immediately responded and resolved any issue, either by correcting the mistake or offering a discount. Each time she seemed satisfied. Four days after her last cleaning her husband sent an email to our office that he noticed the floor had been damaged when he came home the evening of the cleaning. At no time did I question why he waited so long to contact our office; rather, I immediately began the process to determine what had happened. My staff said that a bottle of floor cleaner had fallen over on the floor and explained the circumstances. Upon entering the home and placing their equipment down, the customer's newly installed alarm system activated startling the crew. They immediately left the premise and called the office since we were not given a code or told of the alarm. We made contact with the customer and resolved the alarm issue; however, in their haste to run out the floor cleaner was knocked over but the crew thought they had removed all of it from the floor. I am in no way placing any blame on the customer; I just want to explain how this happened. As a professional company, we did the right thing and immediately tried to correct the situation. I personally contacted 2 flooring companies to make sure there was a company that could accommodate the customer's schedule, as they travel frequently. I met with the homeowner and the flooring company to access the damage and determine if it could be fixed. Unfortunately, the flooring company said that the current floor was not from any line that they carry nor could find in their research and therefore could not make the repair. I then immediately made contact with my insurance company to resolve the problem. My insurance carrier has assured me they took into consideration the rating of the floor, quality, condition, age and issue a check to the customer accordingly. It is unfortunate that this could not be resolved to the customer’s expectations but I do feel as a company we did everything that was expected. While I do understand her frustration, I do not understand the term “lazy” in her description of my staff or company as we have over 100 satisfied clients. Also, I am not aware of any of our referred customers being dissatisfied. We solicit feedback daily from our customers and welcome any comments or concerns. This is a tool we use for growth and improvement."

"We sent 2 employees to clean 2 bathrooms, a hall bath and a "sink, toilet & floor". The owner expressed during a consultation that all she wanted cleaned were the bathrooms. The cleaning crew were in the house for nearly 2 hours, which is 4 man hours of cleaning. When the team was completed, they tried to ask the owner to go over the bathrooms and express her approval or let them know if there were areas that she wanted them to work on longer. The owner was on a phone call the entire visit and at this point just walked in both bathrooms and nodded her approval. The day following the cleaning, our Office Manger called and left a message for the customer to obtain feedback and make sure she was satisfied. At which time, if the customer is not, we will offer a resolution. To date, the customer has not responded to our office with any complaints."