Hi Betsy,
Thanks for taking your time to write the review about the experience you had. Again, when you 1st hired us, we gave you an estimate of time/ price based on the size of the house, but explained that time could vary according to conditions of the property and your expectations. You were never over charged, and we never went over the estimated time which was 6-8 man hrs of work. As soon as the team left you called me and mentioned some details were missed and you wanted to bring to my attention, which we offered right away to have the team back right away to fix whatever was missed. You said you didn't want them back because there was no time. Later at night you said you were fixing yourself, and I told you I could be there myself 1st thing in the next morning, and you didn't want as well. Then to make up to you we offered you 30% off, which is something we don't do it, but without hesitation I have e-transfered you the amount, but was not enough, you wanted 30% of the deposit as well. Then few days later you sent us another message asking for full reimbursement of the service, which we have declined, and for this reason you have wrote this bad review to us. I have no fear to admit made a mistake of missing important details on your cleaning, but we offered prompt solution to you. Which I insisted few times to go back and fix.
We are dealing with people that could make mistakes sometimes, not with intentionally, but because there is no perfect business. But the most important is that we never ignored you, overcharged or anything, I gave you support, attention, listened to your comcerns and tried to fix. You were charged by the hours of service you had, and then had 30% of discount based on the details missed on the job since you declined the return 2 times saying you had no time. But you made time for yourself to go back to the property and fix? In our policy which is very clear on the form you have signed prior to confirming your booking, states that you are responsible by checking the service and in case of insatisfaction, flag the team right away so they can fix immediately, or if you cannot be at the property by the time we finish the service, that you have 24 hrs to contact us in cases of any concerns so we can reschedule a return visit because we do not provide any discounts or reimbursements. We are very clear in our negotiations.
Again, our sincerely apologies if you had a fruatrating experience with us. We take every feedback in consideration to improve our services and provide better experiences. We have definitely learned a big lesson after working with you.
Also, I just want to clarify that I have never asked google to delete any reviews, also because google doesn't delete reviews, however, there are also customer policies for reviews and if it's not following their rules they might not post your review.
