Thank you for sharing your feedback. We truly care about our clients and the service we perform. Our service guarantee was offered to you, but unfortunately you advised you didn’t want us to return on some elements we fell short on.
For the washing machine - we started a load with your assistance since we weren’t familiar with your machines. Your machine then started to show water while we were still on site and the team did contact you right away, you can back to the unit and the team did clean up the water and mess prior to completing the service. You then mentioned that a hose became dislodged from the rear of your machine. This would be something that we could not have caused.
We understand this was a pain and inconvenience, yet our team had not caused this.
We both offered a follow up visit for items we had missed, offer a credit towards future visit for the laundry add on and also a % discount additionally for the next visit.
We again value our clients and we extended what we thought was fair under the circumstances as we do not, as part of our policy, offer refunds. We stand by our work and would make it right. Again in this case we did extend offer for redo and compensation for the inconvenience.
We completely understand your frustration and are actively reviewing this instance with our quality control team to see what we could have done better in this type of situation.
Thank you again for sharing your feedback and experience to help us learn for the future.
Reply created 21 Mar 2023
