Beth in Toronto

I had every intention of becoming a repeat customer of So Clean. However, a second appointment with So Clean, which they failed to keep, has taught me to look elsewhere as a result of So Clean's terrible customer service. I had booked a second cleaning with So Clean and, during our discussion as to appointment times with the owner of the company, I disclosed that I would be driving in from out of town after attending the funeral of a close family member. I had also told the owner that, since the few spots on the carpet which required the cleaning had now been there for two weeks, I very much wanted the appointment in the event that the stains would become permanent. Frankly, I just needed the carpet dealt with. After driving several hours back to Toronto to keep my appointment, I noted that So Clean had called a few hours earlier and left a message to determine if someone would be available at the house at a time earlier than the scheduled appointment. When I called So Clean back and spoke with the owner, I was informed that, having not heard back from me and not wishing to wait the two hours to honour our scheduled appointment time, they simply left and decided that they would send someone out tomorrow. While I understand that appointment times can shift as a result of vehicle issues or delayed appointments, I have trouble understanding how a company in the service industry can fail to keep scheduled appointments, especially knowing the unique circumstances of their client at the time. Moreover, when the owner argued his point with me, he stressed that I should have called back immediately - notwithstanding my unique position. I hasten to point out that So Clean has, on two occasions during our short history together, failed to call me back when they said they would. I am happy to report that I have booked an alternate cleaner. Never again will I put myself in the hands of So Clean who apparently fails to honour appointments, not wishing to wait around to keep the time they had agreed to, and berates their customer for not calling them back immediately, notwithstanding that the customer has gone through a great deal of effort to ensure that they themselves would be at the agreed time and place. Hardly stellar customer service.