I had a terrible experience with this company and its owner, Simon, over what ultimately turned out…read moreto be a miscommunication.
I initially contacted this company in April to schedule cleaning services. After that, months passed without any reminders or follow-up communication, so I assumed the appointment had fallen through and hired another cleaning company instead.
Then, on August 7, I suddenly received three text messages saying the cleaners were on their way, followed by another asking whether I wanted my refrigerator cleaned. I was in the middle of moving and didn't immediately see the first messages. When I saw the refrigerator text, I called right away because I was confused about how anyone had gotten into my house while I was away. I hadn't received any recent communication about an appointment since April.
I reached the answering service instead of the company directly and asked them to have the cleaners leave my home immediately since no one was there. It turned out my husband had accidentally left the front door unlocked when he rushed out.
Simon then called me and immediately began blaming me for not remembering an appointment from four months earlier, despite no reminders reaching me. He was rude, dismissive, and eventually hung up on me.
When I called back, I again reached the answering service and explained the situation. I asked them to tell Simon that we wanted the cleaners to leave or we would have to contact the police because they were inside our home without our knowledge.
Simon called again and said he was on vacation in Virginia. He claimed reminder emails had been sent. When I asked him to confirm the email address because I wanted to see if the messages had gone to my spam folder, he refused, saying he was on the beach and wasn't going to check. He also told me he had cleaned over 70 homes without issues. I responded that my experience was still valid regardless of his past business history. He eventually said his staff would leave since I had mentioned calling the police.
Later, when we returned home, my husband noticed that a pair of shoes and his tool kit, which had been left on the counter, were missing. We also found trash left throughout the house, and the small amount of cleaning that had been done was not satisfactory.
What concerned us most was discovering that our legally owned firearm, which had been hidden, had been moved along with its magazine and ammunition. We saw no reason why anyone should have been accessing that area of our home.
My husband contacted Simon about the missing items, and Simon simply told him to call the police before hanging up.
After that, Simon sent me multiple text messages from his personal phone, including screenshots from April, insisting his employees had not taken anything. I replied that we would allow the proper authorities to handle the matter and asked him to stop contacting me. He continued sending messages, so I told him that any further unwanted communication would be considered harassment.
After speaking with my attorney, I requested Simon's or his attorney's contact information so all future communication could go through the proper channels. At that point, he finally sent a screenshot showing that my email address had been entered incorrectly in their system. That explained why I never received any appointment reminders.
My question is simple: if the company had my correct phone number, why weren't appointment reminders sent by text after months of no communication?
This situation escalated unnecessarily because of poor communication and an unprofessional response from the owner. Instead of addressing our concerns respectfully, we were met with hostility. We have reported the missing items to local law enforcement and will allow the appropriate authorities to handle the matter going forward.
I hope the company improves its communication and customer service so others do not have a similar experience.
