Superior Cleaning

"In order to clarify any misunderstanding of our policies and practices both for the client and for prospective clients, I'd like to address each point made. * We do have a policy that if more than a month goes by between the estimate and the initial cleaning, an additional $20 is added, however, there is nothing in the e-mail we send prospective clients stating that $20 will be charged for a canceled date. This can be confirmed by anyone who has ever received an estimate e-mail and/or the policy from Superior Cleaning. * We require a 50% deposit prior to an initial cleaning in order to secure the slot. For the client's convenience, we offer to send a driver to pick it up. Otherwise, the client can bring the deposit to our office or mail it. We are happy to supply receipts for any payment received, which can also be confirmed by all of our clients including the countless clients who have opted to have a driver pick up their payment. * We did speak with the client to make a change to the initial cleaning date by one day, which the client agreed to. The client was never charged an additional $20 because she scheduled the cleaning within the 1 month time frame. Even if the requested change had put her outside of that time frame, she would have never been charged because we asked her to make the change as opposed to the other way around. * We require that our clients either be home to let us in or make arrangements for us to enter for cleaning. The client is correct that the message regarding the keys was never sent to us, therefore, we proceeded to her home expecting someone to be there to open the door. There were no visible keys left outside. Even if there were, we were not notified about them, so we would not have been legally able to use them without authorization from the customer. We called, texted and e-mailed the customer and the provided alternate contact repeatedly and never received a response. * The reason the client lost the 50% deposit is because it is non-refundable which was also clearly stated in the estimate e-mail sent to her. A crew of 5 professionals plus a supervisor plus a driver went to the client's home to complete a full-day cleaning that could not be completed despite our doing everything in our power to contact the client and find a way to still proceed. Our employees are guaranteed their weekly salaries and were still paid in full for the day they lost. This is why we require another deposit if we need to re-schedule a cleaning we were not able to complete due to a mistake made by the client. In consideration of the client's phone problem, we reduced the amount she would have to pay to re-schedule. We did not require a full deposit as we normally would , but still required a deposit, which we felt was fair. It is unfortunate that a series of misunderstandings lead to this particular client having such a negative experience working with us. It is a unique case that we have never experienced which any customer who has used our service in the past 24 years can attest to. We offer superior service and do our best to move forward in the most fair way possible if a customer misunderstands something or makes a mistake. The same holds true if we make a mistake. We will continue to offer the superior results and customer service we are known for."

"Superior Cleaning has been in business for 20 years and is fully licensed, insured and bonded. Our clients can confirm that anytime an incident occurs (as mistakes do happen when a cleaning is as thorough and complete at ours is), we always take care of replacing or compensating them for it. Our company, however, had no knowledge of this breakage, otherwise it would have been taken care of immediately. All of our teams are structured with a team leader that is thoroughly trained to oversee all operations in the home. A team leader was with the team the entire time. Our team took the job very seriously and worked extremely hard for a full day. The home was empty, however, the previous owners left the home in exceptionally poor condition, particularly in the kitchen, bathrooms and closets. There were corrections that needed to be made after the cleaning and the company owner returned with a full team to take care of those corrections. Our notes indicate that when we followed up with the customer after the corrections were made, she indicated that everything looked great. This review was made approximately 9 months after the service was performed, so as the homeowner continues to find spots that don't appear to be clean, it cannot be correlated with Superior Cleaning's work. We do everything in our power to ensure that our customers are completely satisfied with the work we do and for the majority of our customers, they are beyond satisfied as we normally far exceed their expectations."

"We appreciate the comments made at the beginning of the review, but just want to address the post-renovation cleaning concern. We are extremely detailed both in our work and communication. Our client's home is a multi-level (5 levels) home in which we cleaned only one level during the kitchen renovation. We did not have the team go through the rest of the home and limited their access only to the level they cleaned. When the post-renovation quote was given, we were under the impression (as any professional service would be) that the other levels of the home would have been professionally sealed off, but they were not. This is a standard practice during renovations. In addition, we were only notified of work being done in the kitchen. We were not told that work would also be done (carpet removal/hardwood floor installation) on another level of the home. This was done after the previous time we cleaned the client's home, so we had no knowledge of it. The team was also asked to do extra work in the kitchen when they arrived which was not included in the quote. The quote we provided our client with did not include the extra work created from the floor installation since we were unaware of it and did not include the clean-up of dust on all the other levels. We expected to do extra work in the area where the construction we knew of took place and to do only a regular cleaning of the rest of the home. Extra work had to be done on every level of the home (all walls, ceilings, fixtures, vents, exhaust fans, woodwork and trims, furnishings, inside empty kitchen cabinets and drawers etc.) Given the circumstances, we doubled the price (3x the price is inaccurate) and thought this would be fair as our cleaning team did about 4x the amount of work we prepared them for. We did allot extra time for the cleaning, but only for the job we planned to do, not what we actually ended up doing. We will always thoroughly complete the job that needs to be done, even if it takes more time and work, but we expect fair compensation for what we put into it. Again, we appreciate the review, but simply wanted to clarify this specific issue."

"Our prospective clients are always given a half-hour window arrival time when we come for an estimate which has been our practice for many years. This is to allow for possible delays due to traffic or running late from the estimate before. We are very thorough, making sure our prospective clients have all their questions answered and have a perfectly clear understanding of what we do which may cause us to run over the amount of time scheduled for the estimate. This is another part of why we need to give that window. If we will arrive outside the window of time, we will call the prospective client to notify him or her. In this particular case, the client was given a window of time as we were not made aware of any time constraints. We have developed a reputation for being extremely thorough over the past 20 years we have been in business and our customers expect certain things to be done in their homes. We have made some items like the removal and cleaning of exhaust fans standard. If they are not cleaned, dust and debris can be blown out of them and cover other items in the home which is why we keep them clean as well. In general, we manage our clients' homes and make the decision as to what needs more attention and cleaning which is what our clients hire us for. Our costs reflect our high standard of cleaning and thoroughness and examples of our costs can be found in the various reviews we have on Angie's list already. The home of this particular client is extremely large and very heavily lived-in. In order to bring this home to our standard of clean, it will require 4 professionals and several hours of time which the cost provided reflects. Again, we are not a wipe around company which means we make sure that all items in the home are deeply cleaned and disinfected. We do not simply come in and make the home look clean on the surface. We make sure the home actually is clean while properly conditioning all woodwork according to the finish and taking care of natural stone correctly to prevent problems that arise when these things are not taken care of professionally."

"This is a very busy season for the cleaning industry and thanks partially in part to the great reviews we've gotten on Angie's list, our schedule is full of estimates. We are doing our best to accommodate prospective clients with estimates. It is best to call as far in advance as possible to ensure an estimate can be scheduled and completed in time for a cleaning to be done when needed. We fully understand that there are situations in which a client needs a cleaning without knowing very far in advance and in those situations we will do out best to schedule as soon as our schedule allows. Our estimates are very detailed as we take specific notes on furnishings, types of wood, stone, counters, finishes etc. We inform prospective clients in detail how we operate, how we clean, products we use etc. as well as take notes about allergies, product preferences, and pet peeves. We do this in order to provide the superior service we have come to gain a reputation for. We will not schedule an estimate that we have to rush through because we want to give everyone our full attention and put together the best package possible specific to each client's needs. This is what our clients like about us and it is an expectation that we will continue to uphold."