MyClean Cleaning Services レビュー 149

MyClean Cleaning Services からの回答

2018年9月5日

Hi Henry,

Thanks for the response. I've discussed with the team and understand the frustration you've experienced. And I apologize. I get it - I started this company, because I wanted my place cleaned with the same quality and convenience, clean in and clean out, regardless of my presence.

To the defense of my team, this was a particularly challenging situation, and we are sorry the confusion about our scope of work led to your client's dissatisfaction. The location had painting done and as counter-intuitive as it may seem (it's something we've learned over the years), this causes dust to settled and resettled for days after the paint job. This is why we recommend post-construction cleans in this circumstance. Unfortunately, because you had used us before, you were not directed towards our moving/deep clean questionnaire which would have pointed you towards the post-con service. As a result, our clean did not leave the location clean.

To respond to the first issue, regarding the cleaner's work ethic and honesty, Mel has been with us for 4 years and has made many clients happy during the period. I have no reason to believe that she left early. Instead, she simply could not meet the needs of your client.

As for the second issue, our CS team is trained to quickly identify the differences between a poor cleaning vs. a cleaning that was out of scope. They responded quickly once it was made clear there had been construction (e.g. painting). I apologize for the agent's abrupt messaging and are in discussions on how to improve this difficult message.

Nonetheless, It doesn't sit right with me of what you experienced from both a cleaning experience as well as a customer service experience.

First, I have deleted your payment info. In any case, it was always held securely and encrypted, and MyClean would never charge it without authorization (e.g., if you book a future clean).

Secondly, once you're stateside, I would propose a brief phone call to discuss how we can fix this for you and your client. We want you to get full value from our service, even where there was a miscommunication about what we could and could not do.

If this would interest you, please tell me a day and time when you're back and available, and a number to reach you, so I can call you (and update your records in our system).

I look forward to finding a resolution that can get our relationship back on track, even if you choose to go with another service in the future.

Sincerely,

Mike

MyClean Cleaning Services からの回答

2017年6月2日

Hi Yasser,

Thanks for your thoughtful feedback.

Jolie is great and will do a great job for you.

Your satisfaction is our #1 goal, and we want to give you a 5 star experience. Please let me know how we can get there!

MyClean Cleaning Services からの回答

2017年6月1日

Hi Alexander,

Thanks for your thoughtful feedback.

I am glad that you are happy with Chanmatee. She is great.

In terms of price, I wanted to remind you that we offer discounts for increased frequency and off-peak/flexible start time. Please go to our website or reach out to me here if you'd like more information.

You can also get $50 for every friend you refer. If you'd like more information on this feature, please let me know.

Your satisfaction is our #1 goal, and we want to give you a 5 star experience.

Please respond here or email me at kenny@myclean.com to discuss how we can get there!

MyClean Cleaning Services からの回答

2017年6月1日

Hi Ian,

Thanks for responding to our survey. We want our service to be convenient and thorough. Our customer service staff is always available to help make sure that we tailor our service to your needs.

I see that our COO has reached out to discuss how we can do this.

If there is anything I can do for you, please reply here or email me at mscharf@myclean.com.

I look forward to hearing from you.
Mike

MyClean Cleaning Services からの回答

2017年5月31日

Hi Doretta,

Thanks for your thoughtful feedback.

If you ever feel you don't get full value from a clean, please know that we offer a Great Clean Guarantee, and that we can send a cleaner back to address any areas in which we fell short.

Gail is great and will continue to do a great job for you.

Your satisfaction is our #1 goal, and we want to give you a 5 star experience.

Please respond here or email me at kenny@myclean.com to discuss how we can get there!

MyClean Cleaning Services からの回答

2017年5月31日

Thanks for responding to our survey.

I see that your dealings with "corporate" were not ideal.

I know that Michelle changed her availability and we had to find a new day and time for your cleans. In reviewing our correspondence, that seemed to happen smoothly.

Please know that I am here to handle any concerns you have now or in the future.

I want to get you the 5 star experience you deserve.

Please tell me how we can get there.