At this point I'd give negative stars if possible....I wrote the original review in April, after Mary failed to provide a service in which she set up. About a month later, we received a phone call from Mary who was following up with potential clients. She explained to us that a client had asked her to clean some extra rooms, last minute and that subsequently caused her to run over her expected schedule that day she set an appointment with us. She apologized for this and wanted our business to make up for her mistake. She even offered a discount on the cleaning to make up for it. Now, at this time, she had made no comment about the yelp review, which tells me she wasn't aware of it. My wife thanked her for the call and apology and told Mary that if we needed a house cleaner, we'd consider calling her in the future. Fast forward about a month later....
My wife and I talk about how impressed we were that Mary took the time to call us (albeit a month later) and apologize for her lack of service. Needing a house cleaner, we decided to call Mary to set up an appointment for her to clean our home. My wife asked if she remembered us and Mary said she did. Immediately, Mary asked if we were the ones who wrote the negative review about her on Yelp. We told her yes, we were, and that that review was written the same day that she messed up our first appointment. Mary started to argue about the negative yelp review we'd left, instead of taking this opportunity to change our minds, and or follow through on her previous offer to clean the house. Seriously, we called her to give her business another chance!
I then told Mary that the yelp review is based on her lack of service as a business and that we were now giving her a second chance to change it, which is what she wanted when she called us a month ago. It was clear by the tone in her voice that she was frustrated. I told her we could have called any business to clean our home but we wanted to give her another try. She ended the call by telling us "you can call whoever you want, have a nice night." and hung up on me. This was very odd, as we were never rude to her during this conversation. Frankly, I was surprised she'd even bring up the yelp review, rather than just being content with picking up the business and opportunity to have the review changed!
Mary, after asking us if we wrote the negative yelp review, and after we told you yes, the best thing you could have done was simply say "great, I want to take this opportunity to change your minds and your review" ....Instead, you complained about the review, became argumentative and reneged on the offer you made after calling and apologizing for your admitted poor service. I'm sure you clean a house just fine, but you're clearly a poor communicator. It was proven to us in the original review and you have proven it again today. You failed to provide a good service on our first meet. This type or lack of service is precisely what yelp is for. Now you can complain about 2 terrible reviews!! read more
