Cleaning by Judy, Inc.

"On initial consult with [member name removed] she informed me that her floor was very “sensitive” (red flag to my perception) and asked what we use to clean floors. I told her we use warm water with a very small amount of environmentally safe rinseless floor cleaner and a Micro-fiber mop to wash and dry, but if she had a product she would rather us use, to leave it out in the kitchen. I quoted her a price of $53.00 for bi-weekly cleaning. She said “my floor hasn’t been cleaned for 3 or more weeks and it is really dirty.” At that time it would have been impossible to see the difference between soiled or damaged floor. At the first cleaning on 4-16-2013, my team leader called me to inform me about random spots on her floor that would not buff out with a microfiber mop pad or a microfiber towel and that she hadn’t provided a floor product. I went to [member name removed] home to check the cleaning and the spots on her floor. Upon arrival she said she was extremely happy with the cleaning. I mentioned to her that we had a total of 10 hours into the job which normally would be $212.00 with sales tax (I only charged her $53.00 because she agreed to bi-weekly cleaning). I then brought the random spots to her attention and she said she had never noticed them before and that would purchase product since her supply was gone and again told me how happy she was with the cleaning job. On Sunday 4-21-2013, she texted “Do you think those will come off or is our floor permanently damaged? I tried a cleaner this weekend and they didn’t come off but maybe you have a “trick” that you know of”. My texted reply “We already tried to buff them out with a damp microfiber pad when we first noticed the random spots on the new clean and they didn’t budge. I don’t think any kind of cleaning of them will make those spots go away”. That was the 3rd time I informed her of that. [member name removed] text reply, “So what happens next then? Is there a protocol you follow when things are ruined?”. I was flabbergasted, but not surprised. She seemed to be leading up to this from our first meeting about her “sensitive floor that hadn’t been cleaned for 3 weeks”. I asked her to call me please. She did on Sunday 4-21-2013. She asked what was I going to do about her damaged floor? I AGAIN told her what procedure we used to clean her floor and that there was no way we could have damaged it. We wore slippers and used warm water with a very small amount of environmentally safe rinseless floor cleaner and Micro-fiber floor pads. I can’t take the blame of her damaged floor when obviously it was damaged before our entry of the home. We did not try to “hide” the spots with rugs. Sometimes on a first clean we don’t always remember where exactly all the rugs were placed before we arrived. We brought the random spots to her attention on that first clean to make her aware of the fact that we knew they were there before we ever were. Then she hung up on me. I received a text on Sunday “I have never been so disappointed in a business in my life, please send my key in the mail immediately”. I am glad she was pleased with our cleaning and the price. -Judy Kent, owner"

"We performed a total of four cleanings at $95.40 per cleaning for this client in June and July of 2012. She did not want the lowest level of the house included in the price because she didn’t need that area cleaned. The first cleaning took a total of seven hours even though we were paid for 4.5 hours. I often don’t charge the total amount of hours that a first time clean takes when it is agreed that they will be a bi-weekly customer as was this case. It was extremely dusty and everything had to be wiped down at least three times. The other areas were in need of a lot of extra attention to detail as well. Disappointingly, we did not get the Master Bathroom cabinet as cleaned to this client’s specifications and cleaned to the best of the ability as we always do everywhere. Because she was expecting her ‘Bed and Breakfast’ customers to arrive, she asked us to clean the fourth level (that was not included in the original price per her request) for no compensation which added another hour and a half that we were not paid for. We obliged her because she was not completely happy with the first cleaning. In early March 2013 she asked if we could start cleaning for her again, which repeat clients always make me happy because I then know that they liked our service. At the time, though I had to tell her I had no openings. Shortly after that, she made her post about ‘Cleaning by Judy’ on Angie’s List. -Judy Kent, owner"