Thank you for sharing your feedback. We do see the pictures you uploaded were from prior to us coming back for a touch-up visit and fixing the missed areas from the cleaning.
Yes, you are right immediately upon management knowing of the accident with the bottle of wine we immediately had placed an order for a replacement to be sent out. We thought this was the right thing to do and the item can only be picked up at the local LCBO right by your property. You mentioned this wasn’t convenient to you. So we canceled the order and we issued a full refund for the value of that item to your payment method on file.
As soon as you notified us that we had missed some items or areas of cleaning from the accident, we immediately rescheduled and deployed a team member to come back and adjust those elements as part of our service guarantee.
Yes, we do agree that the floors and the images right after the incident look exactly the same as the pictures from the day after and two days later. We believe that the floor was the same as it was before, especially since we had cleaned it up for the most part right after the accident which would not have left it sit to soak in. There is not mention on the day of the service of any change in the flooring and again we do repeat that the flooring looks exactly the same as in pictures from the time of the incident.
Accidents are not fun. We are human and we can make mistakes. We do as a company hold insurance products to cover both ourselves and our clients. However in this case we do not feel as tho we caused any damage from wine spilling and being picked up right after. Again, we agree that having missed some small spots was not great, we are glad we were given the opportunity to come back and clean those missed areas.
We truly thank you for giving us the opportunity to make it right by coming back and addressing the missed cleaning elements and providing a refund to your credit card for the service provided in the amount of the gifted wine bottle of $129.
Again, we truly apologize for the accident and we thank you again for giving us the opportunity to make it right.
Our quality control team has been and continues to monitor this event and have worked back with the team on opportunities for improved communication, carefulness and attention to detail.
Reply created 13 Nov 2023
