We were quoted about 6 hours, knowing that it could potentially go up. On the interest form there is a scale of how dirty your house is from 1-10, with the only description being 1 is very clean to 10 being very dirty. Based on other scales I found, I said 5 - which seemed to be average/moderately dirty. I had spent the last weekend cleaning, but just wanted assistance with the baseboards, dusting etc.
On Saturday I give a quick run down to the cleaner, and ask to focus on the bathroom, and as much time as she has for other rooms is fine. They send you a deep cleaning checklist, so I assumed that all the items on the checklist would be done and I didn't need to get into too much detail.
3.5 hours later (8:45-12:18), I get a message that our house is done. I am a bit surprised as we were quoted 6 hours and we had planned to be gone for the day. We get back to the house and are pretty disappointed. Many things, including the baseboards aren't done, the fridge add-on we paid for isn't done, and there is still plenty of dusting needed. We are asked for an internal review, and I explain that I am a little surprised, especially since she only took half of the time quote, and many things weren't done. At this point I blame myself for the miscommunication on what we were expecting to be done.
Emmy calls us that night and writes me an email. She offers an additional free house cleaning and to come back to finish the job. I give her some time options for the following week. We are relatively limited on time, so some of the options I give are weekday afternoons, as well as Saturday morning. Emmy chooses to schedule me for 4pm on Wednesday.
About 30 minutes after we have left Emmy calls us again. She says that actually our house is more like a "7, 8, or 9" and that there is no way the cleaner can get done by 5:30, and that it will probably take many hours, asking if we are we okay with that. At this point it seems like she is insinuating we may have a problem with the cost. Mind you, there's still technically 2.5 hours of time left based off of the quote. Due to our confusion on what the actual issue was, she clarifies that her employee has been working all day and there is no way for him to be done in time (which is apparently 5:30). She says that this cleaning is free, so she's actually asking me if I'm okay with working him past his normal hours, essentially trying to make me feel bad, and make managerial decisions for her.
At this point, I ask if we just need to reschedule again. We decide that he will do two hours of work and we will call it good, and she will text me to figure out how to finish the rest of the cleaning.
I'm confused for multiple reasons. Your employee "deep cleaned" our house 5 days ago and all of a sudden our house is a 9 out of 10? If it was that bad, your employee would have stayed for the full 6 hours and then some in the first place.
Secondly, you re-scheduled him for 4pm, knowing that we had at least 2.5 hours of work to be done (based of her original quote). I was unaware that he would only be able to work until 5:30.
Lastly, we come home and they have done all the "nice little touches" that cleaners do, like fold the toilet paper and refold your towels which didn't make sense to do if they were pressed for time.
I appreciate that the company offered to return and address the concerns, but at this point the experience has involved a lot more time, coordination, and frustration than I expected from a professional deep-cleaning service. I paid nearly $400 for the initial 3.5 hour appointment, and ultimately did not receive what I understood I was paying for. Emmy has confirmed she will not be issuing a refund even though I will not utilizing her offer to send someone to finish the job (a third time) or the extra regular cleaning she offered, which I do not appreciate. read more
