The Cleaning Authority - Broadview Heights

"Thank you for your review on Angie's List. We appreciate the overall grade of "B." These grades are important to us, we work hard everyday to earn an "A" rating. After reviewing the member's account we would like to note that our price on 12.27.12 was $88.17 + tax. Our team was in the home for 1 1/2 hours. That would be a rate of $58.78 per hour for a two person crew, not $95.00 per hour as indicated in the review. Additionally the 14 times we cleaned the member's home in 2012 we averaged 1 hour and 25 minutes per clean, that is 2 hours and 50 minutes of labor with a two person crew. A quality inspection was also completed and recorded on 5 occasions in this home. After 7 years in business we have never charged a client $95 an hour and feel this comment is misleading for potential clients that may be reading this review. We thank the member for the review an wish them an enjoyable retirement."

"As always, The Cleaning Authority offers a 100% Satisfaction Guarantee for every clean. Our records indicate this member used our service 60 times, starting service on 10.10.07 with only 1 complaint on 04.16.08 that was resolved to the member’s satisfaction. The member states that the price was raised every year however the price increase(s) were incurred on 01.21.09 due to changing service frequency from every two weeks to every four weeks and subsequently increased $6.51 on 06.10.09 (general price increase) and increased to $14.85 on 01.11.11(due to increased time required to clean member’s home). This would result in two price increases in 5 years. The member referred our services to one of her friends on May 4th, 2009 and another on June 2nd, 2011. As the member claims not to be satisfied with our service I am surprised to find these referrals. While completing an inspection of our cleaning crew on 03.16.11 the member commented on the cleaning crew “They’re wonderful, great job” Member states she last used our service on August 3rd, 2012. Our records indicate the last clean by our company was completed on March 14th, 2012 The member terminated our service on 04.09.12 under the pretense of “having financial issues” but states in her review “I ended up canceling them and got another cleaning team” A phone call placed to the member on 12.03.12 to discuss this review has gone unreturned. I would hope anyone reading this review will consider the inaccuracies stated by this member and remember anyone making comments while remaining anonymous has the ability to say anything with no regard to fact (or fiction)."

"Thanks for the great review!"

"I agreed to re clean the member’s home at no additional cost and was told no by the member. I was asked to accept half of the agreed upon payment and refused. I was told by the member that a stop payment would be put on the check giving to my cleaners. I did file a small claims complaint for the $168.00 owed. The member neglects to mention the legal action that followed. After receiving the small claim complaint from Garfield Heights Municipal Court in the amount of $168.00 the member’s attorney filed 44 pages of legal documents with the court for the following; 1. A motion to transfer my small claim complaint filing to the civil docket and demand a jury trial. 2. A notice of deposition of myself and employees that cleaned her home. 3. Collect punitive damages in an amount in excess of $3000.00, stating that my actions “demonstrated a malicious ill will, recklessness, willful and wanton misconduct, actual malice, and a total disregard for Defendant.” I would hope the negative comments be disregarded due to the fact we offer a 100% satisfaction guarantee and in fact offered to re clean the home. It is not our policy to accept less than the agreed upon price. The fact that the member refused to pay the amount owed, offered half the amount owed as payment, stopped payment on the check received by the cleaning crew, and then filed a motion to have a jury trial and file a counterclaim in the amount in excess of $3000.00 says it all! The member was gracious enough to agree to a mutual withdraw of all legal action. This allowed us to avoid any additional legal costs and resulted in no payment of $168.00 for 8 man hours of work completed in member’s home. Terry DeLap / Owner"

"After following up with the client today (08.02.11) and was told everything was OK we were a bit surprised to find these comments regarding our service. We offer a 100% satisfaction guarantee on every clean we perform. When something goes wrong we make any and all corrections to make it right as evidenced by a complete re-clean of this home on 08.02.11 (less than 24 hours after the client complaint). This client has used our service 40 times since 11.10.08 (cleaning every 3- 4 weeks) and has contacted our office 2 times with complaints. Both times we have resolved these complaints. After reviewing the members Angie’s List report history I found numerous negative reports regarding various service providers. Additionally I reviewed our records and found the following comments sent to us via email; After breaking a container in the home. “Thanks so much for trying to match it. That took some doing. …. Thanks again for your concern” On making the beds. “I just think they were in a rush this time, usually they look great” After responding to the client complaint on 08.01.11 “The house looked SO much better last night. Thanks so much for your attentiveness” Clearly the homeowner(s) have varying opinions of the quality of our service. After discussing the comments left in this review (that again also included negative comments left on the August 10, 2010 review) we have terminated service with this client."

"As we are always looking for new business especially from referrals we were disappointed we were not available to accommodate this client’s scheduling request. In fairness to our existing clients, not even “half a house for double price” would not have changed our schedule availability. In addition the Member did not mention that I agreed to contact her in the event of a cancellation and actually called another cleaning service that was available to clean her home. Our call was not returned We have since contacted the Member to clear up any misunderstanding that may have occurred during our conversation and have mailed her a discount coupon for any future cleaning needs."

"Client has restarted service as of 12.06.10. We have resolved entry/exit issues."

"The member's home was cleaned in 1 hour and 58 minutes with two cleaners, which is nearly four hours of labor in this 1300 square foot home. This is a reasonable amount of time for a home this size with two bathrooms, three bedrooms, a living room, dining room and kitchen. This client seemed to be most interested in a "one time only" clean but decided to sign up for service on an every 4 week basis as the initial clean would be less expensive than a "one time only" clean. She left a message with our call center and terminated service after the first clean saying she was not happy with the cleaning. Her home was cleaned on a Thursday and she made this call the following Monday. We attempted to contact her to understand her complaint and provide our 100% satisfaction guarantee - we would return to the home and ensure all areas of concern would be taken of. She failed to return our calls. We feel this rating is unfair in that we were not given the opportunity to address her concerns as we always do with our clients to ensure their satisfaction. Our goal is 100% satisfaction for our clients. We always offer to return to a client's home within 24 hours of the clean when the client feels we have missed somethings or have not provided the detailed cleaning they were expecting. This client waited four days to complain then would not return our calls when we attempted to rectify any issues. We had a seasoned employee leading the team in this home. She has a large volume of clients that have specifically asked for her on their team and always has high inspection scores and positive customer feedback. She has had three minor complaints in the past 12 months and has performed close to 1000 cleans in this time period. We feel this is an outstanding record and trust that she did not comprimise her quality to the extent this client would rate an "F" on Angie's list. We take our ratings on Angie's List very seriously and recommend this site to our client prospects when they ask for references. After being a recipient of the Angie's List Super Service Award for 2009 we were very dissappointed to see this rating for a client that did not give us the opportunity to rectify her complaint. The Cleaning Authority"