Edit: here's the transcript of the email since my attached pictures of the email was reported (I wonder who ) and deleted.
Thank you for the feedback and we apologize your expectations were not met. We would like to address your concerns as follows to make sure you better understand how we operate and why we stand out.
We entered into this agreement to provide service with your husband, not sure if you read all the paperwork we made him read before he could sign them. We were actually supposed to send you another bill for that refrigerator which not only needed to be deep cleaned five times, but also we had to use so many tool to get all the dried up food and whatever brownish drippings that were almost everywhere in the refrigerator.
Same thing for the oven, the tubs, and your floors looked like they had never been cleaned before. We normally charge extra for those but we did not. We also had to make last minute changes to accommodate your request, we also charge $70 for those last minute cancellations and changes as we have to get a whole new team re-assigned.
Your husband signed the forms that explained the way our guarantee works, you were supposed to be present after the team was done to do the walkthrough, or utilize the guarantee within the six hours after the cleaning. Our office are on JBAB, we are very proactive when it comes to fixing our mistakes. Had you let us know of the concerns immediately, we would have made things right for you. That's what we do. We take ownership and have never had a single complaint before.
About trash, again, it is very important to let the person who actually read and signed our agreement to address some of these concerns because we have never promised anyone that we will empty their outside trash bins or take the trash with us. It is your responsibility to let our team know where to leave the trash if your tote is already emptied and ready for inspection. We have to use those totes to put the trash in when we clean.
We feel very strongly that we went above and beyond in providing you with the best experience unlike the movers did, who made us cancel and reschedule your appointment last minute.
We hope this helps clarify how we operate.
Thanks and good luck with your move.
Christina.
Original review:
Soldier's mom was ok for cleaning but they lost major points due to their customer service.
First off, I give them kudos for being flexible with military moves. We had issues with our movers that were assigned to us by the military and Soldiers mom was understanding of our situation and rescheduled us at a later time.
Fast forward to after the cleaning. We were set to clear housing on Bolling AFB the next day after soldiers mom cleaned. The extra that we paid for our garage to be cleaned was only a sweep of the floor and all the dead bugs/webs on the window sill and blinds were left untouched. The window sills throughout the house and marks that were easily wiped up by some baby wipes on the floor were left on the floors. The ceiling fans had strings of dust hanging from them.
I admit, my house was dirty after I had movers come through back and forth for 4 days, and had dirty spots throughout the house, which is why I hires a cleaning company to come clean. And id like to note that my refrigerator, tub, garage, etc. were in the same condition as it was when she walked through 6 days prior to the cleaning; she specifically said she had nothing else she wanted to see when she was doing the walk through and gave us a 7/10 rating. I filled out a survey internal to their company of my experience (which was sent to
my email), and here's the response from Christina. the chain of events weren't really wasn't something that I would've written a negative review on but it was her response that lead me to write this review. If she wanted my husband's opinion (which apparently matters since he's the one who signed the contract) then she should've sent him the survey and not me.
But seriously, save yourself the drama and headschewith this company and pay the extra $80 or so through housing. I wish I did. read more