Hire A Maid

Hi Leah! Thank you for your review! The team looks forward to cleaning your home every month, and was really happy to see your review of their work. The difference we make in our clients' lives as you have described is the greatest motivation for me personally for these last 8 years, and it means a great deal to everyone to know that we are succeeding. We sincerely appreciate your taking the time to share your feedback on us, and thank you for your continued business and support! Carol Smith, Owner

Hi Jon, I would first like to apologize that we had not gotten back to you. I understand how this feels, having contacted companies myself with excellent reviews for services and their not returning calls or emails. It is frustrating and is not how we want people to feel when dealing with us.

As a point of clarification, I would like to confirm the initial cleaning of your home on Dec 11th actually took three staff only 2 hours to complete, not 3 hours as noted in your review, for a total of 6 labour hours. (Your Dec 30th email refers to this 6 hours, and that is what is shown on the detailed receipt we provided.) 

Your review says that it took a while to get a response to your initial request to resume service; however, there was not in fact any delay by us. We cleaned your home on Dec 11th, you replied to our requests for feedback on Dec 30 th (19 days after the cleaning) saying that you were looking into other agencies and would not be continuing, and then on Jan 22nd (42 days after our cleaning), you emailed us saying that our cleaning “held up quite well” and you had changed your mind and wanted to use our service again.

Unfortunately, the space we had been holding for you had been taken and there was no longer short term availability. I personally called you back promptly the same day (verified with my cell phone record) to let you know this, and I also followed up with an email the next business day confirming that we did not have availability. It was then necessary for my Manager to work through the schedule to determine when there might next be an opening. This took time and unfortunately, we dropped the ball on calling you back. I know you feel that the email exchange with her came across as abrupt as the emails were succinct. This was certainly not her intention to make you feel this way. And for this, we apologize. Carol Smith, Owner.

FOLLOW-UP TO REVIEWER EDITS: Dear Jon, the reputation of our company matters to us and is what drives us each day. Our goal is to be perfect; however, if ever we do make a mistake, we learn from it. We also know that the review system is now a fabric of our society that can publicly call a company out when a mistake is made. There is, however, a great onus on the reviewer to ensure the accuracy of the information presented, in particular that it not include false or misleading statements, whether intended or not. Thank you for making the corrections to your review.

Hi Myriam,

We had the pleasure of meeting when you came in to our office to inquire initially. You had me in tears laughing with your description of how marriage brought with it more house cleaning for you!! (thank you for that :-) I am so glad that you reclaimed your free time by allowing us to clean your home and that you are happy with the team's work. We sincerely appreciate your feedback! Carol Smith, Owner.

Thank you Katie! Tammy shared with me the story that you told her about the dedication Josie showed cleaning your home - she is very meticulous and cares greatly. And thank you for your continued business -- it is our pleasure to help you with your home!! :-) Carol

Dear Linda,

Our success and growth to 3 locations and almost 50 employees in 7 years has been thanks to our predominantly regular clientele. Indeed, since 2008, we have performed close to 50,000 regular cleanings (not a typo, we really have done nearly fifty thousand cleanings!) and, in the last year alone, we did more than 9,000 cleanings. While we haven’t been proactive in asking our clients to give their feedback on Homestars (we need to work on this!), we do leave behind a quality feedback card each visit, and we have hundreds of these returned cards with amazing feedback from our regular clientele. Frankly, we believe that we have THE BEST customers, and we love receiving their feedback – whether it is that they are over the moon happy with our work, or want to request we make a change to best suit their needs, we take it to heart and act upon it to keep them as satisfied regular clients.

We regret that you did not contact us before posting this review to give us the opportunity to address your concerns. Everyone has tried very hard to make you happy, but it seems that was not possible at this time.

I would like to address the other points you mention. It is in everyone’s best interest to send the same team: the staff become familiar with the nuances of the home and become more efficient, and – most importantly -- that is what our clients want. Josie’s team has been your regular crew for close to a year now and Josie herself has not missed a single day of work in this time (we all wish we had her immune system!), so we are not sure what is meant by team changes. Perhaps you are referring to the change in her team mate when we moved to the new Keele office (Eugenia lived too far from it and chose to not continue) or when her new team mate was ill?

With respect to locking the door, security is extremely important to us. In your June 2014 email about this occurring, you admitted that your lock can be tricky. To prevent this from happening in the future, we successfully implemented a two-person locked door check procedure.

You also mentioned that lights were left on. It is absolutely important that a home be left in the manner in which we found it – minus the dust and dirt of course! We have received only one communication from you about this, which was immediately addressed with the team. We were unaware of any further instance. Your review mentions that problems occurred from “week to week”, but you were actually a monthly client.

We are glad that you have found someone who takes care of the extras for you. As a cleaning lady, it is likely that she is charging you an hourly rate that is lower because she is not paying into WSIB, CPP, EI and possibly income taxes (the norm with most independent cleaners), which, if your total cost is the same, means that she is allocating more time to your home to allow for doing extra work. We could certainly have done this for you as well -- we customize our services to what our clients tell us they want, but we are unfortunately just learning of this want through your review. To give credit where it is due, the staff went above and beyond their job duties this summer when they watered your garden while you were away.

We wish you all the best in the maintenance of your home. Thank you, Carol Smith.

Your review made my day!! We are fortunate to have wonderful cleaning and office staff, and we really do try very hard to make our clients happy. Knowing that we are succeeding is tremendously motivating. Thank you for letting us know :-) We look forward to serving you in the future!

Carol Smith, Owner

Hello Holly! I recall from my initial in-home consultation with you 5 years ago that having "the details" done really well was a big priority for you. I am very happy to see that 5 years later, we continue to meet your needs for stress-free, quality house cleaning services. Thank you for your kind words and continued business! Carol

Dear Diane, we know it was a big deal for you to have someone else clean your home and are honoured that you chose us. We are so glad that our staff have made you feel at ease and that you have been pleased with the Hire A Maid experience. Thank you for your feedback on our service! :-) Carol