Regal Maid Service

"Thank you for taking the time to post your feedback and comments. I have spoken with the customer and agreed the next steps to rectify the situation. I sincerely apologize for the delay in returning the photo frame and obviously the initial damage. I had been trying to find some glass to repair the photo but this was not possible. I understand the sentimental value of the photo and frame and will make sure everything is returned to you in a timely manner. I will also speak with the ladies regarding the consistency of the cleaning. Your feedback is very important and I appreciate you taking the time to send it to me and also to discuss it with me over the phone."

"Thank you very much for your comments and feedback. Joanne"

"I am surprised that this person had the nerve to actually provide feedback and I welcome the opportunity to respond. The girls spend 10 hours cleaning what can only be described as an extremely dirty house. The customer did contact me and sent me photos of a leather sofa that had not been cleaned. I did explain that the ladies do not carry a leather cleaner and if she would like to supply one the girls would come back and clean it. She proceed to "blackmail" me by saying she would post photos and feedback on all social media of what a terrible company we are. I did send some ladies back to clean for an additional 4 hours at no expense to the customer.She then told me she was satisfied and would like the ladies to come back and clean for her every 2 weeks. Needless to say we will never be going back! She also uses a different name when booking the cleaning for some reason. The girls always work hard to provide an excellent service but sometimes it is not possible to perform miracles!"

"Thank you for your kind comments and feedback. Joanne"

"We cleaned the clients home from 2011 until they moved out in 2013. We accommodated a late appointment as the clients could not leave work until 3.30 -4pm and always called as requested when the girls were on their way. The late appointment and sometimes late arrival of the clients incurred additional costs for the cleaning ladies but we always went above and beyond to meet their expectations. When the ladies had an accident with Clorox we always reimbursed the clients for the cost of replacement. Unfortunately after two years of service the incident with the move out clean has resulted in negative feedback which is very unfortunate. The previous day I had called the client to confirm the appointment and the time the girls would arrive. The girls had a regular schedule and we had to schedule the move out clean at a time of day that did not work for the clients. I tried every available avenue to get the ladies there earlier but unfortunately it was not possible. I had a new lady working in the office who was unaware that we could not make any changes and this was explained to the clients. After numerous heated conversations with the clients I had to speak with her husband as she was very stressed and irratated which is understandable when moving house but her husband was much more reasonable and the ladies cleaned and everything worked out in the end. I am sorry that after all this time of providing good service and accommodating changes in days and times the clients found it necessary to post unfavorable feedback."

"Thank you very much for your kind feedback. We look forward to cleaning your home in the future."

"Thank you (Member name removed)."

"It is always a pleasure working with you (Member name removed) and I truly appreciate your kind comments."

"Thank you. It is a pleasure to take care of your home and you are always very kind and considerate to the ladies."

"Thank you very much."

"Thank you [member name removed]."

"Thank you very much [member name removed] ."

"Thank you for taking the time to post your feedback. I am disappointed to learn that you were not happy with the service. It is regretful that the ladies arrived late. Your home is in a very new development and it is not always easy to find a new property as it is not on a GPS system and some of the streets are not yet named or have street signs. You had two ladies come to clean your home one of which does speak english. You do sometimes need to speak slower as this is not the girls first language but you can communicate. Our Quality Manager did visit your home and although your wife/girlfriend indicated she was happy with the cleaning my QM was not and insisted the girls came back to fix the issues. I am sorry that you were dis-satified with the service."

"Thank you for your feedback. I was surprised by your comments as the feedback you had given me over the phone was only positive and we had worked together to address your concerns. The house was empty and you had left a key for the ladies so I was suprised by the C for punctuality as you had specified that you were flexible with the time as the house was empty. The following day when the ladies returned they arrived before you left for work as you had wanted to show them the areas that they had missed. My comment regarding the "Girls running out of steam" was not an excuse but a fact as they had been cleaning your home for 7 hours. The house was empty but was extremely dirty and needed alot of attention. This was also confirmed by your Realtor. There were certain things the girls could not do for example clean inside the cabinets as there was still food items and household goods inside. When I talked with you and explained that we would come back and address the extra areas you required cleaning you were happy with this arrangement and the girls spent an additional 2 1/2 hours cleaning which you were not charged for. I think your feedback is extremly unfair as you had requested that your house be made to "look like new" which in this case is an unrealistic expectation. I take on board your feedback and appreciate your business."

"Thank you for taking your time to post your feedback. I am sorry that we did not meet your expectations and requirements. Your feedback will be shared with the ladies that cleaned your home."

"Thank you for taking the time to provide your feedback. When ever I received a call from the customer I always called her back! unfortunately some of the calls i received were after hours as the customer is a teacher and would call me sometimes at 8 -9pm and then again on Sundays. I always ALWAYS call people back and find it very upsetting when this is not acknowledged. As indicated in the feedback the customer had specific requirements in terms of cleaning products that were used in her home. We do provide cleaning materials and trash bags but sometimes these do need meet the requirements of the customer or certain trash cans. Where ever possible this is discussed at our initial meeting and the customer is made aware that if they have certain cleaning product they prefer to use then it is their responsibility to provide these products. I have always tried to be accommodating to the customers requests and requirements. I met with the customers husband to provide documentation on the ladies cleaning their home and always tried to be flexible with changes in schedule. Unfortunately when a customer is not happy with the cleaning provided by certain ladies and requests a new team then the continuity is lost and the standards can fall as the girls are not familiar with the customers home. There is no excuse for the problems with the bed sheets and these issues have been discussed with the ladies concerned. I am sorry that things didn't work out and continue to work to provide excellent customer service."