After 4 cleanings, we have decided to no longer work with Lupe's House Cleaning.
- You can't schedule your cleanings in advance. We were told that we will be contacted in the beginning of every month to schedule the cleaning. So trying to get a cleaning done in the beginning of the month is out of the question. But the problem is, we don't get contacted in the beginning of every month. They either reach out to us in the middle of the month or we have to reach out to them to schedule the cleaning. So by the time we schedule our cleanings, it's always scheduled towards the end of the month.
- For our May cleaning, we were contacted by them on 5/10 to schedule for a 5/22 cleaning at 11:30am. We confirmed that 5/22 at 11:30am would work. Come 5/22, no one arrives. So we contact them around 11:50am to follow up. The message we get: "So sorry...I did not see your message confirming. I will check our schedule now." If you have reached out to us proposing a time, wouldn't you follow up to confirm...especially when they say "I did not see your message confirming". They then try to schedule us for the following Tuesday. When they came to do the initial walk through, we provided them our availability that Monday, Thursday and Fridays in the AM work best but they still try to schedule cleanings outside of this schedule. What is the point of asking for our availability then?
Our experience:
- The first time they came, they didn't clean two separate cabinets and our front door which was agreed upon to be cleaned. We were told that Lupe didn't update the cleaning associates on the areas that needed cleaning. Fine, I know this is the first cleaning, so we gave a pass and they came back to clean the areas they missed.
- Second time they came - no complaints.
- Third time they came, I noticed many counters were still dusty. Come to find out they weren't even moving items on the counters, they were just cleaning around them. Plus the shower downstairs was not cleaned at all! We were unavailable for them to come back so we just cleaned what they missed ourselves.
- Fourth time they came - well, that was the final straw - they continued to dust around items and the counters were still dusty. Plus, once again, they never cleaned the downstairs shower! When I reached out to inform what was missed, we decided to just cancel their services since there was a lot of inconsistencies with their cleaning. I even sent pictures to them as proof. The next day, I get a scripted 'sorry' text and to give them another try and they would assign 2 new cleaning associates free of charge. We figured to give it a try since they were trying to make things right. After 8 days, I get a text to schedule the re-clean. After 8 days?! Since I never received a response sooner I figured they weren't interested anymore. There is no urgency with this company. If a customer is not satisfied and you are offering to make it right, why wait 8 days to respond? read more