I hired this company for a deep clean on a newly purchased home that was completely empty at the…read moretime. Crystal called to confirm the appointment and requested a $75 deposit, which I promptly sent. She told me it would be her and her husband doing the cleaning.
The day before the appointment, she texted saying "they" would be there. I asked who she meant, and she said her husband and brother--something she claimed she had already told me, which she had not. During our calls, she was often distracted with her kids in the background and frequently apologizing. While I understand life happens, it didn't come across as very professional.
On the day of the cleaning, her husband and brother arrived and walked straight past me and my husband into the house without greeting us. They began walking through the home without introducing themselves. When I asked one of them who he was, he said he was the brother and pointed to the husband, who was on the phone with Crystal the entire time.
Shortly after, Crystal called me and said her husband felt "it wasn't that bad" and, since there was no fridge, they would charge $450 and estimated 3.5 hours. I agreed. At the time, I was still busy moving out of my old home while they worked in an empty house.
Once they finished, I sent payment via Zelle. I let Crystal know my friend would lock up, and I planned to check everything in the morning.
The next day, I was extremely disappointed. The house still smelled like the previous owners' dogs, and there was visible dirt and grime left throughout. It honestly didn't look like a deep clean had been done at all. I sent Crystal photos showing everything that had been missed.
She responded by saying her husband would rush through his current job and come back later that day to fix it. I explained that this wouldn't work because movers were already coming in and out, and the house was no longer empty. The whole point of scheduling the cleaning the day before was so I could move into a freshly cleaned home.
Despite explaining this multiple times, she kept repeating that they would come back later. It felt like she wasn't listening to me at all. Eventually, I became frustrated and simply requested a partial refund, not even a full one.
At that point, she claimed I had "changed my mind" and didn't want a deep clean--which makes no sense. I very adamant that I wanted the pet odor out of the house and needed/wanted a deep clean.
At this point I just wanted to hire someone who would actually do the job properly. I chose this company based on their photos and because of Yelp's guarantee. I even told her that if we couldn't reach a fair resolution, I would file a claim.
She eventually offered a 50% refund.
Overall, the experience was extremely disappointing. The work was poor, communication was frustrating, and the professionalism was lacking. I've included photos so others can see what their version of a "deep clean" looks like. Had the response been more professional, apologetic, and solution-oriented, this review might have been very different.
