Nikki M.

I wanted to give them 3 stars because the cleaners were nice, but didn't do a great job; then [[HIGHLIGHT]]I had to deal with their customer service "people" who are -100 stars[[ENDHIGHLIGHT]]. I had a much longer and more detailed review, but they threatened to sue me for $10k, and, even though I 100% stand by my original review (which was 3 stars and then edited down as my communications with the CS rep continued), I don't have the time or energy to deal with this business anymore. I do not recommend ScrubLV in any way, shape, or form. UPDATE: Another day, another edited response from the business. LEAVE ME ALONE!!!!!!

1 Star - Disappointing Quality and Poor Resolution I paid $213 for a professional cleaning service that was incomplete and poorly executed, and I ultimately had to go behind the cleaners and clean my home myself. During the service I received a call saying that it would take an additional 30 minutes that would bring the total to approximately $256. Although the company did refund the additional 30-minute charge after I raised concerns, the original service still fell far below reasonable expectations. Many basic cleaning tasks were missed, including sweeping and mopping floors, cleaning countertops, mirrors, and properly cleaning the stovetop and grates. Hair, debris, dust, spills and residue were left throughout the home. One bedroom was excluded from the cleaning at my request, so the scope of work was reduced, yet the quality did not improve. [[HIGHLIGHT]]When I requested a corrective re-clean to address the missed items, the company declined, stating that the refund of the additional time was the only resolution they would provide.[[ENDHIGHLIGHT]] While the extra charge was reversed, $213 is far too much to pay for a cleaning job that I had to redo myself. I do not feel the service provided matched the cost or professional standards, and I would not use this company again.

Nick T.

STAY. AWAY. My partner recently had surgery and is unable to lift anything over 10 lbs or do things like cleaning our house, so we hired ScrubLV to come on February 6, 2025 for a three hour cleaning by a single person for $155. We had previously hired them to clean the old rental we'd moved out of in late December or early January, and they did an okay job. They missed an entire closet full of dust and dog hair that my partner had to point out to them, but we thought we'd try them for a regular house cleaning. For this cleaning on Feb 6, the mirrors in the house were dirtier than when the cleaner left, and the floors were only swept, not vacuumed, so they were still gritty in the kitchen and living room. However, we decided not to say anything because we didn't want to get the cleaner in trouble. About an hour after she left, my partner noticed that one of the plastic toilet seats in our rented house was very badly scratched all over the lid. We had just moved into the house a month prior and had done an extensive walk-through for the rental company where we looked for even the most minor damage to document. The toilet seats were not damaged at that time. My partner contacted the company within 24 hours per their 'satisfaction guarantee' policy, and sent several photos of the scratched toilet seat. She asked for a $35 refund to cover the cost of a new toilet seat so that we aren't liable to the rental company for the damage. Plastic toilet seats on amazon run from about $20-$35, and with the hassle of dealing with the issue, buying a new seat, and replacing it, we thought that was entirely reasonable. After not getting an offer for resolution by Feb 11, my partner contacted them again to politely ask for an update. She was told that 'management was still reviewing the issue.' We thought it was strange that management had to get involved for such a minor customer service issue, but we didn't make a fuss. (ScrubLV has since responded that the delay was caused by my partner using a separate phone number from me. However, on Feb 7 I provided them with her phone number and asked them to correspond with her at that number, which they did henceforth). On Feb 17, 11 days after the date of service, my partner contacted ScrubLV again and was told they would offer us a $15 refund because the cleaner did not admit to damaging the toilet seat. I understand that she might not have noticed that she scratched it, and as I found out later, ScrubLV subtracts damage like that from the employees' paychecks rather than absorbing those losses. $15 seemed like an insultingly low refund not only for the cost of a toilet seat but all of the hassle and delay. My partner was understandably angry at this point and explained that she wasn't mad at the staff person she spoke to, but this was ridiculous and we did not feel that $15 was a reasonable compensation for the toilet seat plus the frustration and delay. She was told 'upper management will get back to you,' and about ten minutes later, someone else from the company called. He started off by saying that the previous cleaners stated there was no damage to the toilet seats. In our old rental. It's not even the same house, which my partner tried to explain to him but he kept interrupting her until she had to raise her voice to make him listen. They then went around and around and around while the ScrubLV person insisted that 'the market price of a toilet seat is $15' and that 'you never know with people - they try to get free house cleanings by claiming this or that.' Which is even more insulting. We found him to be condescending and rude even after my partner explained that $35 is a very reasonable ask to replace and install a toilet seat, especially after we received no suggested resolution for 11 days and my partner needed to contact them three times to even get to this point. This was when he said that the cleaner would normally have the refund deducted from her pay if she admitted to it, and then he refused to budge even an inch on the $15. After about ten minutes of this, my partner got fed up with the run-around and told him that we would just dispute the entire charge since he was unwilling to be reasonable, and that we would be leaving a Yelp review. He then said legal action may result. Their satisfaction guarantee states that if you contact them within 24 hours, they will "send a team out to fix any validated complaint within a 3-day window." They didn't send anyone but instead disputed the complaint, said the damage could be buffed out without seeing it in person, and offered a sum we found unacceptable as a "good-faith offer". Then told us that legal action may result from us disputing the charge and leaving a public review. --------------------------------------------------------- Despite the manager's claim that no legal action was being taken as a result of this Yelp review, that is categorically false and I have attached the letter from their legal team.

Tom O.

Yet Another Update - They Keep Editing Their Response ScrubLV has now changed their public response multiple times -- fortunately, I've saved screenshots of each version. Re: "You were never charged additional fees--only asked to approve more time to complete the services you requested." False. We were contacted to approve additional charges after ScrubLV admitted to completing only 1/3 of the work in the booked time. That's when we told them to leave. "No 'inappropriate comments' were admitted to." Also false. As the transcript shows, Sheldon said (verbatim): "Send that over to me. You don't have to prove it. I'm going to take you at your word." That's an explicit acknowledgment. Rather than accept responsibility, ScrubLV keeps spinning new narratives. Meanwhile, all we asked for was a 50% refund per their own satisfaction guarantee, which remains unfulfilled. I'll wait while they come up with yet another version. The facts, recordings, and screenshots remain unchanged. UPDATE to Review: Following my original post, ScrubLV issued a public response containing several false claims. For the record: - We only checked security cameras after being asked to pay more, at which point we saw the cleaners had not completed even 1/3 of the job, left the house, and then argued loudly outside our gated home for nearly an hour. - [[HIGHLIGHT]]The owner later called us, shouted over our attempts to explain, and bizarrely accused us of "unfair labor practices" due to the thermostat setting (despite a comfortable 71°F in the home, with a photo to prove it).[[ENDHIGHLIGHT]] - He acknowledged the inappropriate comment made to our son and still refused a refund. - We requested only a 50% refund, based on the minimal work completed. - ScrubLV's website claims they are a "5-star business" on Yelp. They are not. We stand by every word of our experience and have full documentation. DO NOT RECOMMEND -- Proceed with Extreme Caution Our experience with ScrubLV was deeply disappointing and troubling. We hired two cleaners for a 3.5-hour appointment. Not only did they fail to complete even one-third of the job, but they also arrived unprepared -- using our household supplies (including ladder, paper towels) -- and attempted to charge us additional fees mid-service. More seriously, one cleaner made inappropriate personal remarks to our adult son while he worked quietly from home, questioning our private household decor and making unsolicited religious comments. This was well outside the bounds of any professional interaction and left our family extremely uncomfortable. After being contacted by ScrubLV at the end of the 3.5-hour appointment -- during which they admitted to completing only one-third of the work and attempted to charge us more -- we reviewed our home security cameras. We observed that the cleaners had already left the house and were standing outside our private residence, arguing loudly in the street for nearly an hour. Given the disruption and the fact that they were no longer providing service, we contacted ScrubLV's dispatch and requested their immediate removal. As NRS 207.200 (Trespass Law) is clearly posted at our gated community entrance, their continued presence after being asked to leave constituted a formal trespass under Nevada law. 2 days later when we got back home: [[HIGHLIGHT]]We called to express our disappointment and soon received a call from the owner, Sheldon, he responded not with accountability, but with hostility, profanity, and veiled legal threats. I identified myself fully, yet he continued to escalate the call, dismissed our concerns, and bizarrely blamed us for the cleaners' lack of preparation and professionalism.[[ENDHIGHLIGHT]] To clarify for his legal team: I am fully aware of my rights under Nevada Revised Statutes, including NRS 200.620-690, which affirms Nevada is a one-party consent state. I recorded the call after the first few minutes as he had called my wife-- entirely within my legal rights -- and retain it in full. His statements during the call corroborate much of what is described here. This review is not opinion -- it is a factual and well-documented summary of our experience. I was initially hesitant to write this, but after hearing similar stories from others and being treated with such disregard, I felt compelled to share it for the benefit of future customers. Negative 5 stars.

Lala L.

UPDATE: Don't you dare have a negative experience here and talk about it, because you'll be contacted by their "legal team" who will harass you for hours. (It is now 1am and they are still going. The service was completed at 5pm yesterday) Enjoy the screenshots down below of our interactions. DO NOT book here. 11/13/2024 They are now trying to sue for "damages" from this review. I've been under harassment for nearly a month, all because of this post. Beware. ---------------------------------- **Requested** a deep cleaning for kitchen and tiled room (no, not the entire 1900sqft house), **was informed it would be classified as a custom cleaning job.** I was very clear the area had been in need for a few weeks of use and was worse than standard cleaning. The distinction of it being a custom cleaning job and not a deep clean that I was seeking was made by the dispatcher *since it only was a single room and not the entire home*. Originally for 2.5hrs, but cleaner said they actually needed an additional 4hrs. I only agreed to an additional hour, so 3.5 total. 3.5 hours to wash dishes, wipe counters (not even well), and sweep/mop. No microwave cleaned, stovetop not cleaned, fridge possibly wiped? Handles at least. That's all. Told the cleaner they could use the dishwasher because I knew it was a larger than usual amount of dishes (about half of what we own), so by hand they had mostly pots and pans. I booked this service because I'm recovering from being unable to stand on my right leg for nearly a month, and the kitchen was neglected. It would have taken me less than 2hrs to do but I wasn't trying to aggravate the injury. This was absolutely not worth the time nor money for something I could have had my teenagers do with complaints in the same time window. Upon complaint I was contacted by customer service and they will be escalating it to management but at this point I don't think I will be rebooking. I've attached both the pictures taken by the cleaner and the end result. Again, I've taken full responsibility that it was a more extreme case which is the entire reason I sought help instead of doing it myself. The attempt to somehow shame me when on the initial phone call to book (that they tell you is recorded) I stressed to the dispatcher the amount of neglect, is absurd. I even asked if I should make sure there was no standing water or leftover food, which we did just in case to not put undue stress on the cleaner. I did not ask for the windows to be cleaned, nor the pantry shelves except the rice cooker shelf to be wiped. Whatever the point of adding those onto the "proof" gallery, it is irrelevant. Running a load of dishes in the dishwasher and cleaning the rest by hand, mopping, and wiping counters does not take 3.5hrs. Period.

[[HIGHLIGHT]]Hired 2 cleaners for 3 hours. They called after 2 hours stating they need 1.5 hours more time, I approved it.[[ENDHIGHLIGHT]] After a total of 4 hours, they stated they were done, .5 hours early. Upon review, a toilet wasn't cleaned (he cleaned it after I pointed it out) blinds were dusty and although they did a good job on the master bathroom, I would prefer they use the entire approved time to make sure the house is clean next time rather than trying to finish early. If you are picky, like me, not sure I recommend. Cleaners work hard though and the house smelled clean.