Response to the owner from Google…read more
First, the original cleaner assigned to the job, Priscilla, did not show up. Instead, a random woman named Maria arrived--not the person I was expecting. Yes, I initially said she did a fantastic job cleaning the bathrooms, but that was before I had a chance to investigate the rest of my home. The pictures I posted speak for themselves.
Maria left and came back twice after I had already informed the manager--whom I was texting back and forth with--that the services I paid for were either incomplete or done poorly. By the third time she returned, I was understandably frustrated and wanted her to leave. However, it was freezing outside, and as a decent human being, I didn't want her waiting at a bus stop in that weather, so I offered her a ride home. I also recognized that she had been working for several hours and still deserved a tip.
The real issue here is that your company overworks and under-supports its employees. This was clearly a two-person job, yet you sent just one person. Instead of shifting the blame onto me, you should take accountability for your poor management.
You mentioned before and after photos--yet I never agreed to have pictures of my home taken. Additionally, you said I had until Monday to have someone return to clean. On Sunday, I texted the same number I had been communicating with the day before, trying to move things around to accommodate Priscilla coming, yet I never heard back from you. Like everyone else, I work and was unavailable on Monday as well. You texted me ONCE (yes, I can use all caps too) to have someone come back, but since I couldn't accommodate your schedule, I heard nothing further from you.
Most importantly, your own website states:
"What is your 100% satisfaction guarantee policy? If you're not content with your cleaning, we will come out and re-clean (within a 7-day window). If you still don't think we did a good enough job to recommend us to your friends, we'll refund your money."
In your response to my dispute, you claimed that issuing a refund goes against your policy--but it clearly states on your own website that refunds are offered. So, I'm very confused. Which is it?
Well, I would not recommend you to my friends--so therefore, I am requesting a refund in accordance with your own policy.
You denied my dispute, but I am still requesting a refund before I proceed with filing a claim in small claims court.
Also, I originally posted this review on Google, but the owner deleted it--so I am posting it here to make sure others are aware of my experience.
