THE CLEANING AUTHORITYOF PEARLAND TX

"Yes, I agree that the team was ½ hour early and although our policy is to give a time window of arrival to our customers upon request and to respect that time window, we do not call before arrival because the cleaning ladies are not required to carry cell phones. In this case however, we should have called her from the office to let her know that the team was running ahead of schedule but the office manager was at the bank at the time and was not aware that the team would not meet the time window. We definitely take responsibility for our error. With respect to the photo that was taken in the customer’s kitchen, when my employee went into the kitchen she immediately called the office and reported to my office manager that there was expired food with worms and larvae in pots in the sink and she did not want to touch the pots to clean the sink. My office manager told her that she thought she was exaggerating and without being told to do so, my employee took a photo with her phone and sent it to my office manager to prove that it was true. The employee was reprimanded when she returned to the office because I believe that we should never take a photo without a customer’s consent but this situation had never occurred before. My office manager spoke with the customer regarding the areas that were missed and offered to send the Quality Inspector the next day to take care of the areas that were not cleaned to her satisfaction but she declined the offer. I (the owner) then called her and left a voicemail message apologizing and reassuring her that we always stand behind our work and that we would like the opportunity to make things right and I also sent an email but I did not hear back. I run my company with the highest of ethics, I will stand behind our work and I believe in going above and beyond what is expected. I would have loved the chance to show this to the member had I been given the opportunity. We try very hard to continuously improve our service for our customers and I believe that is one of the main things that sets us apart from our competitors."

"I am happy to hear that the member was pleased with our service outside of the issue regarding the missing item. However, I think there may have been some confusion or miscommunication with respect to how the accusation was handled by my company and me. When I spoke to her, I asked her as many questions as possible about what the item was, where it was last seen, etc. The item was a Gameboy-type toy. Although I did tell her that I would be shocked to know that any of the 3 ladies that were in her home would steal from anyone, I also told her that I take any accusation of theft very seriously and will speak to the ladies and get back to her promptly. I spoke with each one of them separately and tried my very best to give each of them an opportunity to confess by telling them that if they did steal this item that they could admit to it right now and they would lose their job but that I would pay for the Gameboy and there would be no involvement with the police but that if they did steal the item, they need to be aware that most likely the police will become involved which would definitely escalate the situation and if they are found guilty then they would have a permanent record showing theft. One of the ladies said that when she was dusting the night stand that she saw some cartridges that might be for a Gameboy but did not see an actual Gameboy unit. The other ladies did not see a Gameboy in any of the areas that they cleaned. I called her back and told her about the conversations with the ladies and how I gave them an opportunity to confess without too much of a consequence but that they each said that they had not seen the Gameboy. I told her the next step would be for her to file a police report and that she had my personal guarantee that my staff and I would cooperate fully. She chose to terminate the service with us and to not file a police report."