| rev:text
| - Like many of the other reviewers, we purchased a Groupon for Anjile's Cleaning Service. We had found a few positive reviews before purchasing and decided to give them a try. Unfortunately, I have to echo all of the other negative reviews and would give zero (or negative) stars if possible. It seems like they are very much over their heads trying to keep up with the deals they've sold.
We had to go out of town on the day of our initial appointment, and they were great about helping us reschedule. At that point, we were told they didn't have availability before the Groupon expired but they would extend the date to make it work. We understood that demand from the other Groupons can limit availability and appreciated their flexibility. Things were looking good for their customer service, but that's where it severely went downhill.
They texted my husband last Monday around 2pm (the day before the appointment) to confirm, and he responded by text a few hours later confirming the appointment for "after 4pm." Since it was confirmed, I left work early on Tuesday and was home by 3:30, but by 5:45, no one had showed up and we hadn't received any calls/emails/texts. We left a voicemail and sent a text, but no response. I'm wondering if "after 4pm" was a little too vague because they still haven't showed up - a week later.
We emailed them on Thursday because we still hadn't received any type of response and got a response of "Your mailbox was full and couldn't leave messages when we called to confirm and we didn't get your text to the next day around 5pm so what day works for you for the scheduler to add you back on?"
I don't understand what takes until the next day to "get to" a text from a scheduled appointment/customer, but at least we had a response. Since that point, we've sent two emails asking about potential dates, but we haven't heard anything back.
From reading the responses from John to the negative reviews, I'm appalled.
It's a widely disputed statistic of *how* much more it costs to gain a new customer than to keep a current customer, but it's generally understood that it takes more time/effort/money. However, customer retention is apparently not in their business model. I don't think they are realizing how much sites like Yelp can affect the success - or failure - of a business. By reading all of these reviews (and John's responses), it's obvious which direction this company is heading.
To Anjile Cleaning Services: I really hope you're able to take these reviews constructively and try to learn from them about the importance of customer service. To any potential customers: until that's happened, I'd recommend staying away from this one and finding a more reputable & reliable cleaning company.
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