I really appreciate your feedback, thank you.
When we provided the quote over the phone we provided that quote for an average home your size. When we arrived we realized that your home required more TLC than typical, which is completely okay for us! It's really hard to judge the intensity of the work until we start moving things around. I wanted to see how much we could pull through within the estimated hours, prioritizing the major pain points for most clients: Washrooms, Kitchen, Floors and Bedrooms
I checked in with you approaching the estimated time, to see if continuing was okay with you, considering and respecting your budgeting. I estimated an additional hour (2 cleaners) and advised we would provide 30min complimentary.
I have sent videos to provide context to why it took us the time it did showing areas that haven't been touched in months, if not years. In the future when booking cleaning services, please be as honest and transparent as possible so the cleaners can provide an accurate quote and can book the required time to do our very best work (as outlined in our Terms of Service Agreement). I also suggest getting more frequent cleaning instead of waiting to do one major clean.
You're correct! We did surpass the hour by 30 min (2 cleaners) and will honour that price! We have offered to either reimburse the additional time, complete the lower level at no additional cost or provide a complimentary stove and oven clean ($100 value) this Thursday, if you're available or another time that works for us both; however, you have refused all 3 options. Nonetheless, this offer still remains valid until December 31, 2023.
Please let us know if you reconsider. Your satisfaction is our priority.
P.S. Thank you for acknowledging that the areas we did clean were "excellent". The quality of our work is paramount!