I purposely allowed time to pass prior to writing this review so my emotions would not get in the way of the facts.
My fiancé and I recently purchased a home in A2, and opted to hire House and Order to do a "move-in cleaning" - worst experience I have ever had with a cleaning agency! 1) We asked them NOT to bring any cleaning materials, as we did not want them bringing rags, vaccum cleaners, and brooms that had been used in other peoples homes to avoid cross contamination. Well, at some point Amanda and Rebecca took the large stack of rags that they initially left by our front door, and integrated them with the NEW rags we purchased. Thanks to their inability to do as we requested, we now have to purchase a new set of rags. 2) You would think a move-in cleaning involves cleaning inside of cabinets throughout an entire house, cleaning inside of the refrigerator, washing floorboards and walls where needed, but NO! To our shock, we were told at the end of their day that we had to request / specify all of those things before hand - only for the owner to later state that the inside of the cabinets and refrigerator should, in fact, have been included in "move-in cleaning". 3) Upon expressing our displeasure with Kandi (the manager/house cleaning trainer) via telephone, she refused to take accountability for the poor quality of service - which is a direct reflection on the training they received from her - and instead responded, "Sir, we are NOT a window cleaning company!"
At this point I lost my cool. Instead of acknowledging, or giving us any reason as to why her cleaners did NOT clean inside cabinets, the refrigerator, or wash walls and floor boards, she opted to focus in on "cleaning windows"?! To clarify, we never stated that the workers did not "clean the windows", rather we stated that the cleaners did NOT clean out cob webs that were inside of the window sill. Sensing my frustration, she passed the phone to the owner, who also refused to take accountability for, in essence, the poor job Kandi did training the cleaners. After hearing him also attempt to deflect responsiblility by stating, "Sir, we are not a window cleaning company" (that must be their go-to line of defense), I demanded a full-refund! It's important to note that, despite hiring the services of several cleaning agencies throughout the course of my lifetime, I have NEVER demanded a full refund. In the end, we agreed on a refund amount that would enable us to recoup our fee, less the cleaners hourly wage.
To have people come into our new home, and 1) blatantly disregard / ignore our request, 2) do a poor job of cleaning, and 3) for ownership and management to refuse to take responsibility for poor quality of service, made my fiance and I feel like House and Order were attempting to take advantage of us. Being born and raised in Ann Arbor, this was NOT the welcome home I expected.
To House and Order's owner and staff: though we will not be hiring your services again, my hope is that you all realize that people opening the doors to their homes is not an invitation to take advantage of them, rather it should seen as a privilege / honor to serve your customers to the very best of your ability - which you failed to do in our case. DO BETTER. Despite our disatisfaction, we still gave each of the cleaners a tip. We are not heartless people, rather we simply expect the best service for the price. read more