Complaint Resolution

Service Complaints

Let’s start by stating our Company Mission Statement:

“Our Mission is to serve the community with quality cleaning services through our network of committed professionals at an exceptional value through the use of professional equipment and supplies.”  Elegant Empire

That being said, we can further say that our network is committed to provide a high level of service to all current and future clients. Now, even when dealing with the most dedicated service professionals, mistakes can be made, misunderstandings happen and there is always a certain percentage of people that will NEVER be satisfied, regardless of who provides them with service. We categorize service complaints into 4 different categories. The first two we’ll go over quickly since they complaints in these are fake nearly 100% of the time.

  1. Competitor Complaints. Unfortunately, established companies will sometimes become the target by an “under cover customer” just long enough so they can file some type of complaint. What type of complaint? This can be anything from false claims of service provider not showing up on time, poor workmanship, and false damage claims, and the list goes on. These types of clients are difficult to detect but most often will make a reference to either another company or private contractor that does “marvelous” work.

  2. Trolls. Just like the Competitor Complaints, the troll will sign up long enough to say they have a business relationship with our company. However, they are much easier to detect since they can easily be found by doing a Google search. They typically spend much of their time on the Internet by starting arguments or upsetting people, by posting inflammatory, extraneous, or off-topic messages in an online community (such as a newsgroup, forum, chat room, or blog) with the intent of provoking readers interest. This is the main reason why we have a very clear policy regarding third party reviews and use of social media by employees, vendors, and outside service providers. Nearly always, a troll can be identified because they will put fake bad reviews on a number of companies of different sectors.

  3. Never Happy. These complaints come from clients that were unreasonably unhappy with their last service provider, are unhappy with their current service provider and will be unhappy with anyone that comes along afterwards. These clients are normally easy to identify and we will deny doing business with them if we have reason to believe they fall under this category. They are the type of client that will show outside service providers how to clean anything and everything, have had several other service providers that were not up to standard, and expects certain areas to be restored; floors, cabinets, stainless steel, and other items that wear over time. We do not provide service to this type of client.

  4. Legitimate Complaint. These complaints are real and they are from clients that expect a reasonable level of service quality. Anytime a legitimate issue arises we will promptly look into finding a solution. The first step is to contact us by phone/text at (805)914-4520.   The most common complaints are listed below along with our solution. They are listed in no particular order:

 

  • Too many changes in service providers. The industry is dynamic and due to the number of variable different service providers may need to provide the work.  

 

  • Missed cleaning an area or item, area cleaned not to standard: Follow our Redo policy.Number 15 on the Service Policy page.

 

  • Broken item or damaged surface, bleached bathroom towel or other item. Follow our Service Bond Policy.

  • Product used too strong of a scent, late arrival, forgot to lock door, left tool behind. Service adjustment. We’ll contact service provider and review what the client want done different.