I have been a client of this company for years. I have had minor issues - occasional inconsistent cleaning or scheduling mistakes on their part, but felt comfortable enough. My usual maid went on a vacation and a substitute came. There were many strange things, for example, flat drying bath towels, but I was shocked to find a large bag of my dry cleaning missing. I called to see what the issue was and the woman gave me several disjointed excuses, none of which added up. She said the woman took my clothes (They were in a shopping bag, not a garbage bag.) home with her so that she could throw them away. Then she said that the maid couldn't believe that anyone would throw clothes away, so she was going to give them to charity. She also criticized the maids saying, "I guess I'm just too American. I don't know why these women do dumb things." I was so upset and didn't want to engage in a "raised voice altercation" that I said, "I prefer not to talk, let's talk tomorrow." When I called the next day, I explained that I would need to file a police report as 100s of dollars of garments were taken and yet to be returned, she started yelling at me excusing me of threatening her. I explained that is wasn't a threat, but what else does someone do when things have been taken from a home and not returned? Plan A was to just get all of the items back. My insurance company would require a police report! She took it very personally and went on and on about how she was in law enforcement, blah, blah, blah. All I could think is, "Hey, this isn't personal. You're running a business and one of your employees took my stuff. Let's take care of it." She continued to rant and rave and not even give me the opportunity to speak. Later I spoke to someone else and they were very nice and professional. Had I only dealt with her, this all could have been worked out, but I won't do business with someone who screams at a customer who has had her possessions taken from her home.
Cons: customer service, working with the public, remaining professional