[X]

1
Helpful
Votes

Lily White Cleaning Service Complaint - A Waste of Time - Maid Services

Review by keenu on 2010-07-28
CHATSWORTH, CALIFORNIA -- After researching cleaning services on line, I called the owner and asked her (among other things) about the negative reviews on Citysearch. She went into great detail explaining to me that they were posted by her ex-partner who stole a lot of her clients blah blah blah. It all sounded believable and I agreed to hire her. They were to arrive the following Monday at noon and I emphasized I had to leave by 3;30.

The next day I called her again to make sure that my 2 area rugs wouldn't cost extra. No return phone call. Ever. So I called early Monday to inquire again, at which point I got an answer. Had I not initiated the call I suppose I would have chalked it up to a slip up and forgotten about it. However, in the same phone call she asked me when we agreed to have her crew come out (something I would expect her to know), and when I reminded her at noon, she told me they were "running a little late" because someone called in sick that morning blah blah blah.

Well noon came and went, 12:30 pm came and went, 1:00 pm came and went, and finally at 1:30 I called her and told her answering machine (she wasn't there) to kindly keep her crew away from me because an hour and a half late was not in my book "a little late". I also didn't think that even a crew of three could perform an adequate job in two hours.

I guess she didn't pick up the message in the next half hour and finally at 2:00 pm (which would have given them an hour-and-a-half to finish everything) the crew buzzed from my front gate. I explained to the person who buzzed that I had already called their boss and told her to not bother. The person who buzzed clearly could not speak English. Finally someone gets on the line and asks me to let them in. I told them "no", they were way too late, and to kindly go home.

The owner was so concerned about customer service that she never called me back to explain, apologize, or anything. This outfit is completely unprofessional and I advise everyone not to waste their time.
Company Response on 08/09/2010:
In rebuttal of this bad review. I get up to 80 phone calls every day. I have "never" had a partner but I did have a bad employee in the past that worked in my office but that was in 2008. As the statement about not knowing the time of a specific cleaning job on a new client. I have many jobs everyday and I have to be at my computer to check times and dates. (If someone calls me on my cell phone when I am not in the office I will have to call them back when I return to the office - obviously) or if someone calls me on my cell phone on a Sunday when I am with my kids then I WILL have to wait until I get into the office during working hours. I would love to make everyone happy but that is not always possible as we clean 200 houses per month plus buildings in the evenings. Nor can I control the freeways, or if a employee calls in sick at the last minute. As you can see by this story we did answer all her questions. We did tell her we were running late. The crew "did" show up (even though later than planned) We did receive hostle and rudeness from this person, anything but "Kind". That is why I did not return the phone call. We have many wonderful clients that we love and they love us. I have been in business for 15 years and have many clients for 10-14 years. We will do our best to serve you. We are honest and do the best we can. That's all anyone can do in this life. So sorry if anyone was offended or inconvienced. It is certainly not our intention to do anything but a good job.
Comments:4 Replies - Latest reply on 2010-08-11
Posted by harleylover23 on 2010-08-09:
Moved From Other Review: AS FAR AS THE RUDE WOMAN NOTED, IT'S CALLED "PATIENCE", NOW A DAYS WITH ALL THE CRUD GOING ON IN THIS WORLD AND PEOPLE TAKING ADVANTAGE OF OTHERS, A LITTLE "PATIENCE", "RESPECT", AND "KINDNESS" IS APPRECIATED! I HAVE KNOWN THE OWNER OF LILY WHITE CLEANING FOR MANY YEARS, I USED TO WORK FOR HER AND SO DID MY EX-HUSBAND, SHE IS A WONDERFUL PERSON WITH A KIND LOVING HEART, AND GOES OUT OF HER WAY FOR EVERYONE, ESPECIALLY HER CLIENTS!! SO THOSE OF YOU WHO READ WHAT THE "WITCH-WOMAN" WROTE, YOU'LL HAVE TO EXCUSE HER RUDENESS AND UGLINESS, FOR MAYBE SHE WAS HAVING A BAD DAY AND DECIDED TO TAKE IT OUT ON SOMEONE ELSE. AS FAR AS THE CLEANING COMPANY, THEY WORK BEYOND THEIR MEANS!!
Posted by jktshff1 on 2010-08-09:
Not the op's problem that you get "lots of calls". Your duty is to the customer and responding accordingly. Seems as if Lily dropped the ball on this one.
Posted by PepperElf on 2010-08-09:
hmmm... waiti i thought i replied to this one. or was there another review just like it?


ohhh yeah i replied to this one over at PFB.

so i'll just quote myself...




i'd recommend posting your review on the same site you found the
others.


especially the part where she claims the other bad reviews were
"revenge" reviews.




and ... now i'm curious....
if the other reviews were posted by the "ex partner" or not

that might be something to check up on after you post your review
there... maybe have someone else call her company up, checking out
the services, and ask about the reviews.

see if she claims that yours was filed by the "ex partner" as well.
Posted by Heidi S on 2010-08-11:
I have known Debbie for 15 years and use her crew regulary. They always do an excellent job. Lily White is outstanding and owner Debbie always goes out of her way to ensure her customers are happy and satified. This persons post is disturbing on so many levels. First, how can she post negative comments about a job that was never performed, due to her own actions. The crew did show, however, SHE made the decision not to allow them into her home. Has she ever had personal unexpected situations in her life that prevented her from being somewhere on time? Is she ridiculed in public for her actions? Do people treat her with fairness when the unexpected occurs? Its hard to fathom someone intentonally trying to destroy another persons life, reputation and livelihood over something so insignificant as a cleaning crew showing up late. Debbie is the most ethical and trusted person I know and had this person given her an opportunity, Debbie would have done what was needed to satify her. Instead, this poster decieded to sentence her without a trial. I hope whoever is considering Lily White cleaning, please do not allow and angry, bitter person to make your decision for you. You will be thrilled with the work Lily White will do and be happy you picked the BEST cleaning service there is!

Your Name:
(displayed with your comment)
Your E-mail:
(required)

Your Experience/Advice:
Check spelling


By clicking submit you agree that you have read and accept the Terms of Service & Privacy Policy.


Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.