Clean & Green Solutions

"This situation unfolded very differently from a Clean & Green perspective. We received no negative feedback on services provided to this residence until after we put the account on hold last week. After notifying the client that the account was on hold, we were finally able to connect with the client, by phone. It was during this billing-related call that we received our first complaint and then subsequently this review. The complaint was in regard to the stairs not being vaccumed well, and we assured the client that this is something that we could correct. The client was agreeable to this, so it is unclear as to why we received this review."

"Hi [Rmeoved Member Name], we are not a smoke remediation company. When we called to notify you that we were not best suited to do the work, we were in the process of referring you to a local company that would be able to help you (as we had already connected with them); however, you hung up while I was still explaining this to you. I think if we could have finished our conversation - you would have been very satisfied with the outcome."

"Hi [member name removed], I am very sorry to hear that you feel mislead. However, I stand firm in the fact that our written proposal was clear and consistent with common industry practice. The proposal stated that you would be charged $24/hour and that it would take approximately 13 hours ($24/hr multiplied by 13 hours would result in a total cost of $312). The clean took over 12 hours and you were charged $24/hour for a total of $308 - just to be clear - this is less than the amount that you agreed to in the written proposal. As I explained in my email - we quote the job in the total number of hours because the number of team members we send on a given day varies. That said, I want to be very clear - if we had sent 1 team member it would have been billed for 12 total hours. If we had sent 3 team members, each of them would have cleaned for 4 hours, which would still result in 12 billable hours. In some cases we even send 4 team members in which case the team would’ve been there for 3 hours, or a total of 12 hours. It is our intent to avoid any potential for confusion with our customers and to try to be as transparent as possible, so we ALWAYS quote in total hours so our customers have a clear understanding of the total cost. To reiterate, the total actual cost of the job was in line to slightly below the approximate time that Jennifer quoted you. I do not think this situation was avoidable given your response to my email last night: "Thank you for your response but the total cost was not outlined in the proposal. All that was outlined was $24 per hour and that was the rate we expected to pay. We were told it could be 10-13 hours but that was all." From our perspective your response indicates you had all the relevant information. Regardless, I am truly sorry for the way you feel. We were excited to welcome you as a new customer and were looking forward to working with you. We are disappointed with this outcome. Building trust with our customers and operating with integrity is key to the success of Clean & Green. We look to build a long-term relationship with each of our customers and acting in a manner as you suggested would not be conducive to this goal. Kind regards, Lori, Clean & Green Solutions"