MaidPro Crestwood

"Dear member, Thank you for sending me this feedback. I am sorry that our service did not meet your satisfaction. I wish I would have notified when I called you on March 28, 2013 which was the day after we performed the cleaning. I was told that the clean was great and it appeared that you were interested in signing up for regular service at that time. We strive to surpass your expectations and our 24 hour re-clean guaranteed is part of our policy to ensure that every customer is happy with our service. Sincerely, Apple"

"Thank you so much (deleted member name) for your great review and I am so glad that we provided you the service that met your satisfaction and you were happy with the clean. Sincerely, Apple Volpe"

"We really wanted to understand what went wrong with the first cleaning session, and as the customer pointed out, it did take some time to coordinate a re-clean with a different team member. My wife and I, who are the local owners of the Maidpro that serviced this customer were very appreciative of her patience in working with us. We always strive for 100% customer satisfaction, and we were thrilled that the customer was happy with the results of the re-clean, and the Service Provider who performed the work. It's always great to have a perfect result the first time every time, but it's equally rewarding to work with an understanding customer and, when given the opportunity, show them that you back up your promise. We couldn't do it without the high integrity of the Angie's list customers, though."

"Regarding the cleaning for (member name removed), it is difficult to understand the chronology of events as they unfolded by reading his review, as the review is a bit convoluted and very inaccurate. However, we did arrive at his home approximately one hour past the initial estimated arrival time given to (member name removed), and we neglected to notify (member name removed) of our delayed arrival, so this issue is a legitimate complaint and we (my wife, myself, and Maidpro) take personal and professional responsibility for causing (member name removed) the inconvenience of having to wait without the courtesy of being updated as to a new arrival time. Maidpro’s company policy states that we have a 2-hour arrival window which provides us flexibility if we have to spend more time on a housecleaning prior to the next home for any reason. The problem arose when our policy was not published on our Angie’s List Big Deal, and compounded when we did not inform (member name removed) of the policy prior to service. From that point forward, my wife and I both attempted to placate (member name removed) and compensate him for his inconvenience. (member name removed) and my wife mutually agreed to add 3 extra man-hours to this first clean as partial compensation for our late arrival. When I contacted him, I expressed my sincere apologies to (member name removed) that we had not been more communicative, and at that point, he mentioned that the Service Provider was doing an excellent job. After my conversation with (member name removed), it became clear that our staff of Service Providers (now 3, as my wife had sent 2 others to assist in the 7-hour extended service) did not feel safe and/or comfortable at the home of (member name removed), who, even after a 45 minute conversation with me, was still very upset and vocal. He gave them an ultimatum ending with “….if you don’t like it, you can leave”. Well, they left, which did not accomplish either of our goals; ………..(member name removed) wanted his home cleaned, and we wanted to please a customer. Since that time we have made several attempts, with assistance and guidance from the Angie’s List CSR’s to find a solution to fulfill (member name removed)'s needs, including a face-to-face meeting in his home at (member name removed)'s request to attempt a resolution. At that time I asked (member name removed) if there was any reasonable offer that would result in a better outcome. His response was a resounding “NO!” Why I was asked there for a meeting, I’m still not sure. As an aside, Maidpro has accepted no payment from Angie’s List (or any other person/entity) for servicing (member name removed)'s home. In all, we provided 6 hours of cleaning and finished everything except one room. Since this clean, along with the next 2 have been “gifted” to (member name removed) by Angie’s List, he was not being charged for anything. The irony then, of receiving an “F” grade in the price category when (member name removed) has not paid anything for the service is puzzling to say the least. I am sorry that we were not able to satisfy this customer’s needs. I do feel however, that we have exhausted all reasonable efforts and have gone well beyond any reasonable expectations in our striving to please this customer."

"Good morning [member name removed], First of all, I am really sorry for my late late and late reply. Next, I am so glad that we delivered the service that met you and your mom's satisfaction. Thank you so much for your awesome feedback and choosing Maidpro. Have a great weekend, Apple Volpe"