Adrianne's Housekeeping

"Thank you so much for the fantastic review!! :) Adrianne"

"First off let me apologize for the lengthy reply, but this is a serious accusation and deserves a full response. We value our customers above all else and we take accusations of this magnitude very seriously, just as we hold any praise very highly. Integrity and honesty build the foundation of success in any business, but especially one that we are in homes and around our client's valuables every day. We are very upset to have a client feel this way about one of our employees. With any accusation we have a process we follow to resolve any situation and to make things right with our clients. 1) We communicate with our client and document the accusation in our files as well as the employee’s file. 2) We privately discuss the issue with the employee, getting their side of the issue, as both sides of the situation are important in finding a resolution. More often than not it’s a simple misunderstanding. 3) We will gather all information needed, including discussing it further with the client and employee, doing a search of the employee’s vehicle and belongings, getting a urinalysis for the employee if applicable, and then discussing the results internally. Once all avenues have been exhausted a decision has to be made as to how to proceed and if necessary the employee is either terminated, suspended, or a note is documented in their file, depending on the severity of the problem. After a thorough investigation we found nothing that verified our employee stealing medication from the client. The client was there when the medication was being moved for cleaning, making it virtually impossible for the medication to be opened and stolen, with the client stating he was clearly watching the accused cleaner while she was cleaning that area. When the team got back to the office, all of their personal items, bags, vehicle, etc. were immediately searched by one of the owners and there was nothing found. The accused employee has been a faithful worker and has been with us for about 1 year, and has no history of any issues like this in her file, and this is the first accusation of this sort we have ever even had in the history of our company. She was devastated by the accusation and requested a polygraph test. With that said, we aren’t saying the client is lying, only that we investigated the issue as thoroughly as we can and found no evidence of any medication on her person or with anyone on the team. Regarding the other issue you mentioned about different teams.... we don’t advertise that we guarantee the same team each time. In a team-based service business like this one it’s virtually impossible to promise that. We have the same issues that every other company has with people getting sick, taking vacation, family emergencies, being unavailable, etc. However we do try as much as possible to have the same team each time, we feel like that improves the customer experience and makes the teams more efficient. But if it’s not possible, the substitute team will always have an up-to-date list of all your preferences so it should be a seamless transition. As far as the non-English speaking employees go, the leader of each cleaning team speaks clear and fluent English (we require this of all of our team leaders) and should be the one addressing issues and priorities with the client. We are not going to discriminate against hiring non English speaking employees, and the people we hire are brought on board because they are great workers and anyone not yet fluent will hopefully gain more English skills as time progresses. We are deeply sorry for this situation and we would love the opportunity to continue service to this client, as he is a valued customer, but we also understand the concerns. There is always a remedy to any situation and we hope that this won’t dissuade others from trying our service. Thank you, Adrianne White Owner"

"Hello, Thank you very much for the great feedback!! I will pass the compliments along to the cleaning team. We look forward to working with you again in the future. Thanks!"

"Hello, First off I want to apologize for the communication problem. We have a policy to never cancel for any reason, and if the teams are running behind for any reason we try to communicate as much as possible so you aren't sitting and waiting for the teams to arrive. Our dispatcher clearly made a mistake regarding scheduling, so again I am sorry about that. On the cleaning side - I'm glad you were happy with the cleaning results! Thank you for the detailed feedback and I look forward to working with you again."

"Thank you for the great feedback, we really appreciate it!!"

"Hello, I'm glad we were able to help and that the service worked out for your neighbor. Hopefully we'll get a chance to do work for you as well in the future. Thanks and take care!"

"Hello, Thank you for the detailed feedback on your experience, and I am sorry you weren't very happy with the service. Since everything for us is based on time, we try to be as efficient as possible and stay within the budget set. It sounds like the team took longer than planned but after talking with you we immediately issued a refund for the extra cost. I apologize about the back and forth on that, and if you ever would like to try our service again please call and ask for Carmine, and we will make sure you have a much better overall experience. Thank you again and take care!"

"Thank you very much for your review! It was our pleasure, let us know if you need anything in the future. Cheers, Carmine"

"Hi (removed member name), Thank you very much for sharing your experience! I want to apologize about the early miscommunication about our arrival window policy, we should have made sure it was clearly communicated. But I'm happy you had a good overall experience and I look forward to working with you in the future. Thanks and talk to you soon! Carmine"