EDIT 4/30: Like I guessed from her previous lack of integrity, she claims I chipped my own sink on…read morepurpose?! This woman is a snake!!! Also responding for yelp and not to me directly when I am directly asking her to fix it. She will avoid accountability at all costs. Anything that goes wrong they will blame on you. It's just not worth it. Keep your sanity and peace of mind and hire someone else. I will make sure no one in my 82 unit building uses them and I will make sure everyone in Astoria knows how they treat people. I an beyond disgusted.
Upon reaching out, the communication and follow up was excellent. I scheduled a facetime walk through of my apartment, was explained the process and everything covered as well as add-on packages. I was promptly emailed my summary and proposed invoice. I was excited and sent in my deposit to hold my date right away.
The day before, I was the one who texted to confirm first because I was so excited. They arrived one hour early which was fine, and they got to work right away. You could tell they were no nonsense professionals just by the way they moved and I was full of joy knowing my apartment was going to be spotless. They told me to leave and come back so I did, all while maintaining communication with the owner over text, responding immediately.
She had texted me about a few various things / questions and I replied the same minute as I was just waiting down the block. As they were wrapping up she said "they'll be done in 20 minutes if you want to go take a look" (verbatim). No mention of "how do you want us to lock up" or "can you come back because they can't leave without the door being secured", no mention. The fridge magnet they broke they mentioned though?
I get back just as they're downstairs packing up, I go to open my apartment door and they PRESSED THE AUTOLOCK ON MY DOOR WITHOUT ASKING. It is an unspoken rule that you don't touch anyone's autolock!!!! I only use my top lock and the last time I had an issue exactly like this I had to pay a locksmith $300 to get back in.
At this point I am panicking because I'm realizing I'm locked out. I call Amal who I was immediately responsive with all day and she proceeded to tell me "that's why I told you to go take a look" and "we can't leave doors unlocked we'll get a lawsuit". Neither of these things make sense "take a look" does not equate with "we're auto-locking the door" and I responded to all her messages the same minute she sent them all day, there's no reason she couldn't have communicated about me needing to be back before they left since they don't have a key.
She refused to take responsibility and every minute I spent with her on the phone was time I could be spending finding a locksmith so I hung up on her to find help. I secured a locksmith and sat down in front of my apartment door with my packages and my dog just waiting. Amal proceeded to come to my building with two of her staff to "look at my lock". I thought this meant she was bringing a locksmith but what she was actually doing was coming to confirm that I wasn't lying because as she put it she thought I was "trying to not pay them". Out of this world. I still can't wrap my head around this accusation. Not only did they lock me out of my apartment, waste my time not offering solutions, try to tell me it was all my fault, but they then tried to call me a SCAMMER too.
A locksmith finally arrived, I asked him how much it was, and surprise surprise it was $300, same as last time this happened to me. (She also said it wouldn't be $300 because she knows everything at the wise age of 26, including world class customer service and problem solving skills). I documented him having to power drill into my apartment, him telling me how much it was, a screenshot of the receipt for the bill and I sent it all to her along with a venmo payment for the FULL AMOUNT she accused me of not wanting to pay when she came back into my hallway to try to intimidate me with her staff when I was stuck in a horrible situation they created for me due to their poor communication.
I finally get into my apartment, and it is spotless, like a dream honestly. They went above and beyond and they worked really hard, for that, I thank the cleaners and was happy to pay the full amount + tip because they honestly deserve it. What angers me most is the lack of accountability from Amal in her lapse of communication and lastly that I came back to my bathroom porcelain sink deeply chipped. I wrote her that I expect her to fix my sink because they damaged it, everything else is whatever at this point. I will clearly (and sadly because the service was very good) never use them again, or refer them to anyone. I've informed everyone about the gross way they treat their customers. Make sure to take a video of your apartment before, as I'm sure if she does respond, she'll try to tell me my sink was already chipped, I'm just waiting for it. The cherry on top of a horrible experience.