Hi PC, this is Carol Dinn, the Owner and Founder.
I first want to say that we are sorry and disappointed that we let you down. I created our company in 2008 to deliver on a higher level of cleaning and customer service in the industry that I saw was missing as a user of home cleaning services.
Strong communication is fundamental in any successful business. We are very thorough in collecting details about our clients' homes and preferences (as you described) and we communicate this to our cleaning staff via our mobile app. This has been instrumental to our success over the last 15 years and is a key reason for our excellent reviews.
From your description, there was a communication break down where the cleaner could not access your cleaning instructions on her phone. Otherwise, all instructions are at our cleaners' fingertips.
The cleaning you describe is definitely not to our standards and is not acceptable. Our sincere apologies that this occurred.
Unfortunately, without knowing your name or having heard about these concerns before your review (we send out an email after each of our deep cleanings asking for feedback and our system sends another email; however, we searched going back a month and could not find any that would allow us to identify who you are), we can't address what occurred or to provide the coaching to our cleaner. We also offer a 100% satisfaction guarantee that we stand behind.
Could you please call us at 416-463-6243 or email us at firstname.lastname@example.org? It is our priority to ensure that you are happy and to make this right for you. We sincerely appreciate your feedback.