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Posted on
9/25/2006
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Unreliable/No Show FIRST visit
I waited several weeks to obtain a Saturday appointment with this company and also confirmed my appointment prior to my first date of service. On the day of my very first appointment, I received a message one and a half hours before my scheduled appointment time informing me that I would have to reschedule because someone had not shown for work. This was in the late morning. I asked the contact person at Covenant Maids why I had not been informed of the problem earlier so that I could have made other arrangements rather than having my entire Saturday schedule disrupted due to the 3 1/2 hour time block I had allocated for Covenant to clean my home. The Covenant Maid representative became extremently defensive, talking over me and arguing with me. She stated that she would try to find someone else to cover to clean my home and I asked her to call me back in 30 minutes to let me know one way or the other (to avoid further waste of my time.) She did not return my call in 30 minutes. When I finally did speak with her some 45 minutes later, she told me someone was on the way to my home. NO ONE SHOWED. She also continued to argue with me, stating she has a member of management on the speaker phone. When I attempted to speak with "management" it was apparent no one from "management" was there. She also claimed to have taped her phone coversation with me (and without my permission.) CLEARLY NO RESPECT FOR MY TIME OR CONCERNS.
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Covenant Maids replied on
12-14-2006
We scheduled this customer for a Saturday cleaning which we discovered was an added value for our new kudzu clients. Our weekend staffing is pretty lean since this is a new concept we are trying to integrate. Unfortunately, we failed on this attempt. Our client was contacted by our weekend on-call staff right at the opening of the work day (9:00 a.m.). The appointment was at 11a.m. and the staff, who by the way followed company's procedures, informed the client of our staff shortage and tried to find ways to solve the problem by asking for an extension of time to reorganize the cleaning route. Our client was very boisterous, vulgar and extremely aggressive rendering our staff quite helpless to perform her duties. The client left multiple messages (11 to be exact), threatening the staff using demeaning language and threatening the company. At that point, we had lost all chances of reaching an amicable solution. Bright and early Monday morning, management spoke to the disgruntled client and reached an amicable agreement to issue her a check for the amount we would have charged her for the cleaning. A cashiers' check was issued on Wednesday September 27th. We learned from the experience a great deal and have decided to hold off and re-evaluate expanding our services to the weekend. In conclusion, we believe our staff is our greatest asset. We will not subject our staff to any level of abuse by clients. They are not worth working for. Most unfavorable situations in business are due to miscommunication. We strive to resolve all conflicts with integrity and respect.
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