ComplaintsforTennessee Legendary Cleaners

• Initial Complaint

  05/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I used this business to clean my house for nearly a year. I gave them a key to my house and they would charge my credit card on file when they cleaned. I fired them the day I returned to my house after they "cleaned" and found all 3 of my kitchen floor mats laying across the island in my kitchen (where I prepare meals for my family). GROSS!!! That was 2 months ago. A month ago I asked the owner to return my house key by mailing it back to me with a tracking number (they are an hour away) OR put it under the mat at my front door. He said he would put it under the mat and message me when he did it (which I was fine with). Today - over a month after he said that- I asked him where my key is and now he is saying he will only return it if I am home during the day when they come to Knoxville to clean. He either needs to return the key OR reimburse me for the cost of having a locksmith change the locks to my house! JUST RETURN THE KEY!!!!!

  Business response

  08/23/2023

  We sincerely apologize for the disappointing experience you encountered with our company. Our team of dedicated employees serves as the cornerstone of our organization. To ensure consistent and exceptional service we employ meticulous checklists that guide our cleaners to thoroughly clean a home.
  
  While we understand the frustration caused by any oversights in your home, please know that such occurrences are infrequent. Leaving items behind was never our intention, and we deeply regret any inconvenience this may have caused you. The incident involving items in your fridge and the floor mats on your counter top is unacceptable and goes against our established company and best practices policies. Rest assured, the employees responsible for this situation have been reprimanded and trained to prevent future occurrences, addressing the matter as soon as it came to our attention through your review.
  
  Regarding the billing for the completed cleaning service, we appreciate your understanding that the charges were applied as the work had already been performed. You didn't reach out to us within a 24-hour window outlined in our satisfaction guarantee terms. To make amends for the lapse in our training, we offered your next scheduled service at no charge.
  
  We want to assure you that your key is no longer in our possession. Understanding the security concerns, we made the decision to destroy the key rather than leave it vulnerable for potential misuse. We attempted to return the key in person, but unfortunately, you became confrontational. Given the circumstances, we made the responsible decision to destroy the key.
  
  As part of our commitment to enhancing security and service quality, we have implemented a non-key policy throughout our company. Your feedback has prompted us to reevaluate our practices and make necessary improvements. Thank you for your understanding, and we hope for the opportunity to provide you with an exceptional cleaning experience in the future.

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