FullerBrush Cleaning Service

"WHEN THIS JOB WAS SCHEDULED OUR OFFICE WENT OVER THE LIST OF DUTIES FOR THE GENERAL CLEAN AND THE MEMBER SAID THAT OUR LIST WAS VERY COMPREHENSIVE AND SCHEDULED THE CLEANING. THIS HOME HAD 4 BEDROOMS, 4 BATHS, 5 LIVING AREAS AND WE LEARNED THERE WAS A SECOND KITCHEN THAT WAS CONSTRUCTED IN THE GARAGE WHEN WE ARRIVED. UPON ARRIVAL AT THE HOME WE LEARNED THAT WHAT THE MEMBER NEEDED WAS MORE THAN A GENERAL CLEAN AND INFORMED HER THAT IT WOULD TAKE MORE TIME TO DO THE BASEBOARDS, WOODWORK, DOORS, VENTS, OVENS AND EXTRA TIME TO ATTACK THE GREASE BUILDUP IN THE SECOND KITCHEN AND SHE AGREED TO THE EXTRA TIME AND CHARGES. I DO AGREE THAT ON THE SCHEDULED DAY OF CLEANING ONE OF THE CLEANING SPECIALIST CALLED IN SICK SO WE DID NOT HAVE ENOUGH HELP ON THAT DAY BUT WE MADE UP FOR THIS BY BRINGING IN MORE HELP TO COMPLETE THE JOB ON THE FOLLOWING DAYS. THE MEMBER'S MOTHER WAS NOT HAPPY FROM THE FIRST DAY BECAUSE SHE WAS EXPECTING 5 LADIES AS THEY HAD BEFORE AND THE HOME HAD NOT HAD ANY DETAILED CLEANING IN SOME TIME. ONCE WE DISCOVERED HER EXPECTATIONS WE MADE EVERY EFFORT TO ADDRESS THEM BUT THE MEMBER'S MOTHER WAS NOT ACCEPTING ANYTHING WE DID PAST THE FIRST DAY. WE FEEL THAT WE CLEANED EVERYTHING PROPERLY AND REGRET THERE WAS A MISUNDERSTANDING OF THE FULL SCOPE OF THE JOB PRIOR TO OUR ARRIVAL. WE HAD A FULL SCHEDULE THAT WEEK AND WE PULLED EVERY CLEANING SPECIALIST THAT WAS AVAILABLE WITHOUT DISRUPTING OUR REGULAR SCHEDULED CLIENTS CLEANING VISITS TO TRY AND ACCOMMODATE THE MEMBER AND HER MOTHER. WE VALUE OUR CLIENTS' OPINIONS AND TRY TO DO THE VERY BEST JOB POSSIBLE EACH AND EVERY TIME. IN THE PAST 30 YEARS WE ALWAYS TRY TO MEET OR EXCEED OUR CLIENTS' EXPECTATIONS. WE TRULY REGRET THIS UNFORTUNATE INCIDENT."

"AS WE WOULD LIKE TO ALWAYS SEND THE SAME CLEANING SPECIALIST IT IS NOT ALWAYS POSSIBLE. AS LONG AS THE SPECIALIST IS EMPLOYED WITH US SHE IS ALWAYS ASSIGNED THE SAME CLIENTS BUT SHOULD SHE LEAVE THE COMPANY WE MUST ASSIGN OUR CLIENTS WITH ANOTHER CLEANING SPECIALIST THAT SHOULD HAVE THE SAME TRAINING AND EXPERTISE. IF OUR CLIENTS MAKE US AWARE THERE IS A PROBLEM WE WORK WITH THEM AND SEND SOMEONE ELSE OUT THAT MAY BE MORE TO THEIR LIKING."

"OUR RATE FOR CLEANING HAS NEVER BEEN $15 PER MAN HOUR. DURING THAT TIME PERIOD THE RATE WAS $30 PER MAN HOUR BUT SOMETIMES PEOPLE DON'T UNDERSTAND THE PER MAN HOUR CHARGE AND IF WE HAD SENT TWO CLEANING SPECIALIST THAT WOULD HAVE CUT THE TIME IN HALF BUT THE CHARGES WOULD HAVE BEEN EXACTLY THE SAME. THE TIME WAS CALCULATED ON 5.0 MAN HOURS @ $30.00 PER MAN HOUR WHICH EQUALS $150.00 + TAX. IF WE HAD SENT 2 CLEANING SPECIALIST THE TIME WOULD HAVE BEEN 2.50 MAN HOURS FOR 2 LADIES WHICH WOULD HAVE BEEN THE SAME $150.00 + TAX. SINCE THE QUALITY OF WORK WAS NOT DISPUTED I HAVE TO THINK THE ISSUE WAS JUST IN NOT UNDERSTANDING HOW THE RATE WAS CALCULATED. WE HAVE SINCE THIS TIME TAKEN STEPS TO BETTER INFORM OUR CLIENTS OF HOW WE CALCULATE OUR RATE AND HAVE A FULL EXPLANATION ON OUR WEBSITE AS WELL. THANK YOU FOR BRINGING THIS TO OUR ATTENTION."