I ordered cleaning services 5/12/12. I asked and was charged for 6 hours of deep cleaning with cleaning supplies and vacuum+ carpet cleaning added on.
I was contacted by the cleaning lady at noon to say she would be arriving at my apartment in 30 minutes. She spoke no English, so I had to contact the company to find out what it was she was contacting me about. They then had to hang up with me, call her, and then contact me back to relay a message. This was by far not an ideal situation, and I asked the customer service person if one of the cleaners would be able to speak English because I do not speak Spanish. She told me she didnt know and that I could call back and forth to the office so they could relay messages. I was taken aback by how unprofessional this solution was and had I known when I initially placed the order that the crew would not have any real way to communicate with me I would never have used the company. I tried to remain positive and figured they certainly must know what is expected of deep cleaning.
Well 2:00 rolls around and still no cleaning crew, although they said they were going to arrive at 12:30. We contacted the company and again had to play phone tag to find out the cleaning crew got lost but they would be at our apartment in 10 minutes. We waited and then contacted the company again at around 2:45 because the cleaning crew still had not arrived. Again we had to wait around for the company to get a hold of the cleaning crew and then to get a call back.
The cleaning crew arrived at 3:00, which was fine except they had no vacuum or carpet cleaner. We contacted the company again. We had ordered carpet cleaning because we were moving out of the apartment and it had to be cleaned to avoid fines. We were told by the company they would try and get a cleaner to our place. So we sat waiting for the company to call us about the carpet cleaner, but no one called back. We called the company again for them to tell us they could not get a carpet cleaner to us. The company left us without a carpet cleaner and no time to schedule another company. Completely unacceptable! If we were told at 8 AM when we initially ordered the cleaning service that this would not be available we could have called another company to do it, but instead we were told last minute when the cleaning crew showed up. It was impossible to get someone to clean my carpet last minute on Saturday after 3PM.
Not a single apology was given, and we had to ask the company to give us back the money for this service which is completely outrageous. Why shouldnt it be a given if they didnt provide the service? So to sum this up, not only did I not receive the service agreed upon, but I am being fined by the apartment, and I had to request they refund me. BTW my credit card is not showing any adjustment, so I doubt it was applied.
Now on to the rest of the cleaning, the crew that showed up at 3 PM had 2 people. The woman worked and the man basically stood around. The man stood around for no less than an hour, probably closer to an hour and a half. This was insanely unprofessional. At around 4:30 the lady tells me "finito" as if she is done working??? Now if you recall I paid for 6 hours, which should have been 3 hours of 2 people working.
I pointed to my stove, which when we spoke to the person taking our information in the morning we made very clear needed cleaning and I pointed to the cabinets in the bathrooms which were also not clean. We don't speak the same language so we can't communicate. As I went around the house the cleaning was mediocre at best, certainly not a deep clean which is what we asked and paid for.
The woman worked on the stove and the man stood with his elbows perched on my kitchen counter catching with the woman. So at just before 5 the lady again was finished. This time packed up and heading out the door. So I got a total of 2 hours of cleaning, with one person really cleaning and another "mentally" cleaning and charged 6 hours.
When I called to explain what happened I was told they didnt know what they could do?!? This is completely outrageous! I paid for a service I did not receive. What could they? How about refunding me for services not rendered! The customer service woman told me she would speak to a manager when they came in and have them call or email me back, I'm still waiting.
I am not holding my breath at this point for a call, email, or refund for services that were charged but not delivered. This company has done nothing but let me down and cost me far more than the money I paid for the services they were suppose to deliver. Never once was there an apology throughout this entire situation. No one seems to see there is a problem or care. It is definitely apparent to me why they charge for services before they are actually done. Their website may seem professional, but the company is definitely not.