I am quite baffled by the excellent reviews that this cleaning service has acquired that had originally brought me to hire them in the first place. My experience with them was the worst I have experienced with any cleaning service I have every hired and I have used well over a half a dozen cleaning services in the 20 years I have owned a home.
It started with the first deep cleaning, where the cleaners are supposed to do a thorough top-down cleaning as a foundation to work from for the ongoing cleanings. I was horrified at the job they did, called the office and one of the managers ( I will call her "S" as I do not wish to call out any particular names) came to see for herself and told me that it was "THE worst cleaning she had ever seen," apologized and sent another crew to remedy the disaster. She also offered me a free refrigerator cleaning to be done during the second cleaning. I still had faith, as they had remedied the situation and offered me a free extra for the inconvenience. One thing I did note: "S" never followed up with a customer service phone call to see if I was satisfied with remedy crew's work. Just figured it was an isolated oversight. But it just got worse from there. There were several items I had the company list in our file that the cleaners had missed the first time, but at this point, they were still getting to know the house and my particular requests and really thought nothing of it, but did expect those items to b addressed and not forgotten during the follow on cleanings, since the list was now supposed to be in our file.
During the second cleaning, the first item on that list was yet again missed, a very simple request that the trash cans under the vanities in the master bath be emptied, since they are hidden behind the cabinets door. When I called the office, "S" answered the phone and she said that she told the cleaner that morning face-to-face and couldn't figure out why it wasn't done. Her comment at the time was "we'll take care of it". I don't know what she meant by that since nothing was done and again no follow up. I also made a separate request during the call to make sure the shredder in the office was emptied along with the trash.
Before the third cleaning, I called the office to make sure the items were listed in our file so they would not be missed again. The two managers were both out sick so I spoke to a gentleman, who said he was one of the owners. He told me that that he didn't see these notes in my file, but that he would put them there and that he would verbally tell the cleaning crew. Therefore, "S" had never written it in our file. Had I not called before the third cleaning, it would have once again been missed. This time the trash was emptied, but all our beds were a mess. Old pillow cases were left on, new pillowcases put on over old ones, regular size pillow cases on king size pillows, while king size case were put on regular size pillows. The cleaners put the duvet cover on the bed as a a flat sheet with the old duvet cover being left on the comforter. I had to have them redo all the beds in the house and take off the soiled linens that weren't removed
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By the fourth cleaning, I believed all kinks had been worked out, but they messed up the beds again and once again I had to have them redo the beds. One of the cleaners told me that she didn't know what a duvet cover was. It is unbelievable that a cleaning company can hire housecleaners, who do not know how to make a bed and can't tell a king pillow case from a regular pillow case. Is this not just common sense? It should also be mentioned that they never once sent the same crew (I do understand that cleaners get sick, they quit, etc.), but because I had to police each crew every time they came AND I followed up with a phone call to the office after every cleaning with a complaint about repeated offenses, that the managers/owners would be wise to be proactive about making sure to follow up about those items. There was never any follow up phone calls after any subsequent cleanings to be sure I was satisfied or if the items that I repeatedly had to call and complain about were taken care of. Repeated offenses documented and yet a complete lack of customer service.
The fifth and final cleaning: they completely skipped a room. I called one final time to complain, "S" picked up and had the nerve to tell me that perhaps they need to add more time and charge me extra since maybe the cleaners felt rushed. Incompetence doesn't improve by adding more time. NO THANK YOU!! No apology and no reimbursement offered for the missed room. read more
