Complaints

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Scheduling problems. I have the blue team, a great team, the first and fourth Thursdays of the month. It is on my record that I only use this team. Twice the scheduler has tried to slip in another team and I have turned them away and called to report this. This time, I found out my husband had outpatient surgery the morning of the 21st. I called a few weeks in advance and was told they would schedule us for 4pm. The day before, I got my notice that they would be here at 11am. I immediately called and was told they couldn't do this because the team was going to be in another city at 2pm. They couldn't get me rescheduled til the next week which is too late. I just want scheduling to be what they say.

  Business response

  12/26/2023

  Good Afternoon,

      Thank you so much for reaching out to us in regards to your concerns on scheduling, we greatly appreciate your loyalty and for being with the company for so many years and we are happy to hear that you are satisfied with the cleaning quality of your team. As you had stated on the phone with me earlier today, in all those years, only a two or three times has scheduling been an issue, so I do apologize for those inconveniences.  While we do try to accommodate all scheduling requests, Most of our teams end their day by 5pm, and due to these constraints a late arrival is not always an option but we are always willing to reschedule to a later date when your preferred team is available. Again, I apologize that this was not explained to you properly, and I will speak to the scheduling department to ensure the correct processes are explained thoroughly to our clients. 

       We will stive to ensure that going forward, your team is not switched, and while as per our policies we do not guarantee arrival times, we will try our best to work with you to accommodate to your needs as much as possible. 

  Thank you,

  ***********************

  General Manager

  ************

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