Overall, I was unhappy with my experience with Colonial Cleaning Company. I hired them for a…read moremove-out cleaning and a carpet cleaning as well. I was quoted $175-250 for their move-out cleaning and $175 for carpet cleaning. On the phone, I was told that if during the initial inspection of the apartment before cleaning was done, if there was any additional fees due to needing to do extra work or anything more difficult, then they would tell me before getting the job done. I explained several times that we already moved to our new address and lived an hour away from the previous home that we were getting the cleaning done at. I planned to drop off the keys to my previous apartment's leasing office after they finished their cleaning because we have no reason to be in Williamsburg afterwards.
Initially, I was informed of a 1:15 scheduling, confirmed via email. Yet, a day prior, I was informed of two potential time slots: 11am-12pm and 12pm-1pm. I urgently called to coordinate due to my hour-long drive, but had to leave a voicemail. They later texted confirming 11am arrival, with the carpet cleaners arriving around 12pm-1pm which I was fine with, I just needed to make sure I let them in and could turn the A/C on for them.
The day comes and the two cleaners arrive at 12pm and they were very nice. I opted to leave, understanding they'd prefer not having someone staring at them the whole time. Before departing, I emphasized the need for a call upon completion due to me living an hour away to the gentleman. After two hours at a nearby coffee shop, I returned with water for the cleaners, as it was a hot day. Upon entering, I encountered the gentleman again and explained my intention, but he reassured me that I didn't need to do that because they took a lunch break just before and just came back and that, "[he] knows [I'm] just [there] to check the apartment." I found that somewhat rude, but I laughed it off and left the water on the kitchen counter and went to my car for the remainder of their work.
Around 3:50, I noticed their car leaving, surprised by the absence of a call. I assumed they might have gone to their office. Despite the situation, I entered to check. My calls to the company went unanswered, causing concern as their closing time neared. As I waited, I inspected and found dirty baseboards, lingering hard water stains, and filthy window ledges. While their shower cleaning was impressive, I spent 45 minutes cleaning, using only water and paper towels. It was frustrating to handle tasks that were supposed to be covered by their advertised service.
Adding to the frustration, I wasn't informed about the payment process, causing additional worry. Despite multiple calls, I received a text at 4:47pm stating they were done and an invoice would follow via email. I hurriedly dropped off my apartment keys before the leasing office closed, feeling disappointed by the lack of a courtesy call. Hours were spent waiting, confined to my car. Eventually, the invoice arrived--$300 after a $100 deposit, down from an initial $400.
Upon receiving a text about the invoice, I requested a call due to service dissatisfaction. Suddenly, a $375 invoice arrived, that seems a bit fishy. Furthermore, the way it was explained to me on the phone when scheduling was that it was a flat fee of $175-250 but, I find out it's an hourly charge after receiving the invoice. While I left a voicemail expressing my discontent and asked for contact, I later learned about voicemail issues. Prompt communication about this matter would have been appreciated as a customer.
Regrettably, their communication fell short. Sharing my concerns only led to promises of passing them along and a halfhearted comment about potentially receiving another invoice with a discount. There's been silence. Although their team is friendly, I feel let down. I hate complaining, but when I am brought to tears because of a company, I need to speak. I can't help but wonder if I might have been disregarded due to being a non-repeat customer moving out of their area. I aimed to simplify the process, yet I felt like an inconvenience. Amidst trying to reach them and manage other tasks, I found myself overwhelmed to the point of tears. I beg you, Colonial Cleaning Company, not to subject another moving-out customer to this ordeal, especially those with families to care for. The moving process is taxing enough.
