The Cleaning Authority

"Thanks for your post [Member Name Removed]. It is appreciated. I'll be sure to pass along your kind words to the team."

"Thank you so much for your review. Your feedback is greatly appreciated. We have appreciated you & the years you have been with The Cleaning Authority. We look forward to the many years to come."

"Thanks so much for your post. I will be sure to pass along your kind words to your team. We appreciate you taking the time to post about our awesome employees & our company. We will continue to work hard for you & look forward to working with you moving forward. THANK YOU!! Enjoy your weekend!! Rhonda & Bryan"

"[Member name removed] did indeed receive a full refund within minutes of ending the call. The call was ended because after listening politely to everything she had to say, she would not allow the owner to speak. She was yelling over him. There is no way to deal with someone who yells over top of you while speaking. How could he let her know what we can do to fix something if he can’t be heard? So he politely said thank you for the opportunity, have a nice day & hung up. [Member name removed] did in fact leave an E-Mail. But, in our business, we are out of the office meeting with customers thru out the day, not sitting in front of a computer. Her E-Mail would have received a response before the end of the business the same day. But, she sent addt’l E-Mails & then called. Her call was answered by our National call center, not someone in a car. Most people wait to hear back from a company & allow a REASONABLE amount of time to do so. Before close of business on the same day is a reasonable amount of time. Not every customer should be taken on by a company. This is one of those instances. The shape the house was in was not one that allowed for us to do much. We should have been more proactive in letting this customer know. We went the polite route. But, she was told that the better prepped the house was, the better the clean would be. She was told we would clean around clutter. It’s also in the literature we leave behind, and on the back of the signed cleaning agreement. She told the estimator she would be sure the clutter was picked up. But, this was not the case. We cannot fix years of neglect in 1 clean! We cannot clean efficiently if there is clutter. This customer’s expectations for 1 clean were unreasonable given the state of her home. Items customer claims “they didn't even attempt:” Bath tubs: THIS WOULD TAKE MULTIPLE VISITS TO COME CLOSE TO GETTING IT BACK TO SOMEWHERE CLOSE TO CLEAN DUE TO YEARS OF NEGLECT. Ceiling fans: ALTHOUGH THE FANS WERE DUSTED, THEY STILL LOOKED DIRTY AS THEY HAVE BEEN SEVERELY NEGLECTED. HUGE CLUMPS OF DUST FELL TO THE FLOOR TO BE VACUUMED UP. Blinds: ALTHOUGH THE BLINDS WERE DUSTED, THEY STILL LOOKED DIRTY AS THEY HAVE BEEN SEVERELY NEGLECTED. THEY WOULD HAVE BEEN HAND WIPED ON THE ICB CLEAN. Missed half of the living room floor: DID WHAT WE COULD WITH THE BOXES SITTING EVERYWHERE. AND AROUND ANIMAL ISSUES. Didn't even pull the dining chairs back from the table to sweep under it: THE TEAM DID IN FACT PULL OUT THE CHAIRS & VACUUMED WHAT THEY COULD WITH EVERYTHING THAT WAS UNDER THE TABLE. THE TEAM LEADER EVEN SPOKE TO CUSTOMER ABOUT THE CLUTTER & EXPLAINED SHE DID WHAT SHE COULD. Cobwebs in bathroom, which was on the "detail clean" list: TEAM WOOLIED, BUT COULD HAVE MISSED A COBWEB. No grout scrubbing: GROUT WAS SCRUBBED, BUT DUE TO YEARS OF NEGLECT, DID NOT APPEAR CLEAN. Didn't wipe down appliances or fully clean the glass stove top: APPLIANCES WERE IN FACT CLEANED, BUT HAD BEEN SEVERELY NEGLECTED. Our teams clean 4-6 houses per day. This customer was 1 of only 2 on the team’s schedule. They had plenty of time allotted for the clean. To say they were rushed is disingenuous. They cleaned what they could, as best as they could. The customer was also aware we are a green company. We do not carry harsh chemicals such as bleach or ammonia. We will use them if the customer wants to provide them, or any specialty cleaners. She did not choose to provide any bleach or ammonia, or any specialty cleaners. As a company, we decided that we were not the company that would be able to provide the type service this customer needs, and it would be best to let her know she needed to find someone else to clean her home. And again, she was given a 100% refund, even though she had not asked for one."

"Thanks soooooo much. We work hard for our customers and its very nice to hear the warm fuzzies."

"Thanks Member! We strive everyday to increase our quality and customer service. It's nice to be recognized. Besides, the Teams really love the warm fuzzies when we pass along the Good Jobs they get"

"Member, you were a 11 year customer with 265 cleanings. We have registered 3 complaints in that timeframe. I would have loved the opportunity to respond to your issues before posting on Angie's List. We welcome the feedback always and if given the opportunity, we make things right with no hassle. We'd certainly love the opportunity to earn your business back so we can improve your rating you gave us."

"Thanks [member name removed]. We work very hard for our customers and its always nice to hear that we are doing well for you"

"[member name removed], as you know we'll be the first to admit our mistakes and the first to offer solutions. Thanks for posting how easy it is to work with us. This really resonates with so many consumers. Also, its important to us. We work hard daily to serve our customers professionally and treat them with respect. Again! Thanks for seeing the value in us."

"[Member name removed], As always you are awesome. We appreciate you and your business. When you refer your friends and family, that's the biggest compliment you can pay us. It tell us you have faith and trust we can serve the ones you love."

"Thanks! We certainly appreciate the atta boys. We know it taks just one awe @!#$ to wipe out all the ata boys! With us though, we welcome the constructive feedback and will improve with each opportunity"

"We certainly appreciate what you do for us!"

"(deleted member name) was terminated by our companies Quality Manager. Upon completion of the 2nd cleaning (deleted member name) called with a couple of issues. Namely, the couch cushion being crooked, a streaked mirror, and sticky hardwood floors, along with a claim of counters being scratched. She was upset and irate because the owner did not call her back immediately. The owner was on a scheduled appointment. Therefore, the Quality Manager (the owners son), Nick tried to resolve the issues she had. There was no making this customer happy. Upon hearing that she could not speak with the owner immediately, she resorted to calling him a liar and a cheat and other assorted names. Even so, Nick still made an appointment with her to visit, same day in the afternoon. Yes, he did not take his shoes off. Nor did I when I initially performed the estimate. Nothing was said to me at that time so as a company I guess we are supposed to be able to anticipate our customer’s thoughts. Upon arrival (deleted member name) showed and demonstrated the issues to Nick. The mirror was in fact streaked. The couch cushion was in fact askew. Nick corrected this issue in a matter of seconds by repositioning the cushion. She then stated the floor weren’t clean because her bare feet stick to the floors. Nick merely bent down, wiped his finger on the floor and got the squeaky clean sound we typically will get on clean floors and glass (basically any gloss surface). Our policy of how we handle excessive cluttered areas was thoroughly briefed to (deleted member name) at her in home estimate. (deleted member name) then claims Nick argued with her. Not true. Nick merely stated our policy. (deleted member name) didn’t like being reminded of this although she was fully aware. She promptly berated Nick about this. Nick, being a great Manager then offered to do the extra work for a small fee of $3 to $4 plus tax using our Ala-Cart program. He tried to resolve these issues. However, each attempt he made was met with resistance and petty comments. Nick politely informed her, that he was sorry but she was no longer a customer of The Cleaning Authority. A decision I support 100%. When told this she again continued with the name calling and threats to contact Angies List with a negative report. She then demanded her key. Nick didn’t have the key. Ironically, the cleaning team left the key as instructed. Nick then excuses himself and tries to leave. She, follows him outside, then stands next to Nick car with her foot under and behind his tire yelling for her key. She literally held him against his will. She told him she’d call the police too. She Did!! I come into my office this morning to a message from the Sheriff’s Dept about her key. (deleted member name) key has never left her property. If she’d ever return my phone call she’d know this. So, she inconveniences the Sheriff’s Dept for no reason. Customer claims the cost was $292. This is not true. Actual cost was $146.59 that was charged to her credit card. Upon terminating her as a customer we quickly voided this transaction at our discretion (she did not ask for this). Her cost was $0. At the end of the day TCA has built its brand on our quality of clean and our customer service. We were not allowed the opportunity to exercise this due to this customer’s lewd and abusive nature. We will make mistakes. We will correct them if given a chance. This case was not one of those. We value all our customers and Angies List member’s."

"Dear Member, you were a customer with our company for 145 cleans over a 5 1/2 yr period. A very long time. In that time you only called regarding dissatisfaction 6 times. When you called, everything was corrected to your satisfaction. When we came out to clean the last time, the house had been under construction. During that time, we did what we could, at your request, to work around areas of issue. When you notified our office of your complaint about the floor, we apologized & we most certainly offered to make it right with you. You were adamant that you did not want us to come back out to the house. Our staff are human, and we make mistakes. We let our customers know this up front when meeting with them. All we ask is to be able to correct our mistakes. It was your choice & your choice alone to forgo allowing us to do that for you. How can we make it right if you the customer do not allow us to do so? I hope you would look at the history you had with our company as a whole. Yes, there was an issue that last clean. Yes we tried to make it right. I wish you had let us do so. Out of 145 cleans, you were a satisfied customer 139 times. I think those stats speak for themselves."

"Dear Member, you have been with us a year now & we appreciate you as our customer! We took your review information & spoke to the team responsible for cleaning your home. We want you to be a satisfied customer each & every time we visit your home. As we are human, when we make mistakes, all we ask for is the opportunity to make things right. THANK YOU for allowing us to do so! They visited you on April 16th. I know the team leader spoke to you at length & fixed any & all issues you had. We appreciate you sharing your positive feedback about our products, pricing & referral program. Feedback is always appreciated! We use it to make ourselves better! In regards to your friend, she did not share her dissatisfaction with the service. The feedback we received from her was she was happy . She sent an E-Mail stating " I'm very pleased with the results and the ladies are very conscientious about providing great service. Thanks again......I'm very happy! " When she contacted us about stopping her service she stated she was going back to her individual cleaner to ensure she had the same person each & every time. Thank you again for taking the time to offer feedback & allowing us the opportunity to fix the issues you had. We hope you continue to be a customer with The Cleaning Authority long term."

"Customer, Thanks so much for the comments. We try daily to improve our service to our customers. My only question is what could we have done to get an A rating? We are always looking to improve and welcome the feedback."

"Member was a TCA regular customer from 2/12 to 8/12. During this time we had no complaints registered. Numerous attempts were made to find out the issues so we could correct. Still no contact from customer. How can we correct and make things right if we do not know what the issues were? Customer rates a C on price when this was an Angies Big Deal and 1/2 off. Member states no specifics. If the member were to contact TCA. We'd make this right with them."

"Thanks for the warm fuzzy! We appreciate any feedback from our customers!"

"Member, I'm glad you enjoyed your cleaning. Please do keep us in mind for the future. We love to earn your business."