I hired Glass Act based on the great reviews I had found on Yelp. Dylan came to our house and an estimate for services was emailed to us along with options to choose for the level of cleaning you desire. I wanted the windows cleaned inside and out and also chose to have the deep track cleaning which entailed opening all windows and doors and throughly wiping down the sills and tacks. So far I was impressed by the professional estimate that was sent along with a copy of their insurance.
On the day of the service two men arrived which surprised me because it's a large house and with all the cleaning required I knew it would take them a full day at least to get the job done. I asked them if it was just going to be the two of them to clean and they said yes.
So they quickly got to work starting on the second floor and I was impressed with how fast they were able to move through the house. Seemed good so far. When they were working on the first floor I asked them about the outside and they said they were coming back tomorrow to do the outside. This seemed odd to me as they had only been there for about two hours but I assumed that was the way it was scheduled by the office. They then asked if they just leave when they were done without checking with me. I said yes but really couldn't believe that they would finish the job that quickly and do a through job so I started to open doors and windows to check the inside tracks and sills. As it turned out none of the door tracks had been cleaned at all, and of the window sills that had been cleaned they only cleaned part of the sill. When I pointed out my discovery to one of the workmen he huffed at me and got mouthy. I was shocked that any employee would have an attitude with a client. Rather that apologize and say it was an oversight that they would fix, he was almost hostile with me! Once a found windows and doors with issues, I had to go through the whole house and point out entire rooms that had not been done along with the windows that needed to be cleaned as described. This was very time consuming on my part and inconvenient, I was now having to act as the supervisor on the job! I called the office to complain and Kourtney was apologetic and said the job would be completed as described. Another two hours later they finally finished after much grunting and attitude being thrown around.
Once they left I called the office and informed Kourtney of the attitude that I encountered and explained the inconvenience of having to go thorough a 12,000 sq ft house opening all the windows and doors double checking the work and discovering that is was poorly done at best. Again she apologized and thanked me for the feedback. As I was talking to her it dawned on me that the next day was a Saturday. I asked her if she had the crew scheduled to come in a Saturday to clean the outside??? She said no, they were meant to clean the outside that same day. Hmmmmmm. Ok stuff happens I am still being patient. She said they would be there on Saturday to finish the job. I said that's fine and if Saturday doesn't work they could come Monday or Tuesday, but I needed them done by Wednesday. No problem, seemed we would figure out a solution.
So Saturday comes and I get a call from Dylan that because it's raining they would like to reschedule. Ok, no problem but it needs to be Monday or Tuesday I again reiterated. Dylan says he will move some things around and make it happen. He said he would confirm. I never heard back from him all day, the next day I sent three texts trying to confirm new day and time with no response all day. Finally Monday I get a call in the afternoon to say they can come Wednesday morning. I guess it wasn't clear that I needed them Monday or Tuesday? Wednesday would not work as I needed them done for an event Wednesday morning. I explained that Wednesday morning would not work so they offered the following Thursday? What? So let me recap, you made the mistake but are not willing to fix at as soon as possible??? That is NOT good customer service. I am a very patient person but this whole situation was outrageous. How many times should a client reach out to fix a problem they did not create? I finally cancelled the outside cleaning and will be calling another company that hopefully I can recommend to my friends. read more
