My recent text exchange had my jaw dropping by the end of it. These text exchanges transpired over…read morea two-month timeframe. Please read before hiring Splendor if you have a busy day to day schedule or travel. I love supporting businesses, especially woman owned and operated. I also understand what it is like to run a business. It is important to establish a specific schedule, and I believe time is money for everyone involved. We started services with Splendor in July 2024 for our two-story 3 bed, 2 1/2 bath home. The previous cleaning company only serviced our area throughout the "seasonal months" or we would still have them.
Splendor Cleaning charged us $320 for the first "deep clean" and then $150 bi-weekly. The owner came to our house, introduced herself and that made a nice impression on us. We didn't mind paying more for their bi-weekly services than the previous company we used because I liked our first interaction. I thought the team that did the first "deep cleaning", did a good job to start. The previous company didn't charge us a first-time deep cleaning fee of $320 and just to make a point to the business owner reading this review, IT IS NOT ABOUT THE MONEY, so I will stop pointing out their fees.
I believe there has been a little bit of a language barrier, but overall, the message from the owner was very clear. In August 2024, the owner text me confirming the cleaning for the following day and I completely forgot to cancel ahead of time because I had family in town. I felt terrible. I even offered to pay her team the $150 because it was my fault for not letting her know sooner. She reiterated how she had to have a specific schedule and to cancel at least 48 hours in advance, the cleaning fee charges again, and the upcoming schedule with specific dates.
I completely understood and apologized, again. I sent her dates that I would be traveling in Europe in September (one month before the trip) and explained she could still send her team to clean, even though we wouldn't be there, so we could keep the schedule on track. She never replied to this message. My schedule got busy and I realized she never replied, so I message her a week later, no reply. I message her again and she responded that she was in church and confirmed the team would be coming for the next clean.
The next couple of texts were me confirming the time of next clean and sending a reminder that I was out of the country with dates. No response from her. I go on my trip, come back and send a text message letting her know I've returned and asking when we can resume bi-weekly cleaning. I explained that I did not have any over trips planned for the rest of the year and that I would let her know in advance of any schedule changes. I was still feeling bad for the one and only time I cancelled last minute. No response. I sent another message the next day, asking if she could please respond and let me know if she was providing services or not. She responded with "I will clean your house next week on Monday, but I need to have a fixed schedule so that I don't harm myself evening!" Language barrier here, but I understood.
I proceeded to send a screenshot of the message she previously never responded to about cleaning my house while I was out of town, so that the schedule didn't get interrupted. I also asked if she would be understanding and flexible if the schedule had to change, given enough notice in advance.
By this point, I am getting a little frustrated. Which brings me to today. I get a message from her that was intended to go to a different client, I respectfully reply that the message wasn't meant for me. She went on to remind me of the cost with the next cleaning. It was not $150, it was more because it has been three weeks since the last clean, so my house would be dirtier now. I was out of town for two weeks and no one was in the home, so it was not dirtier. We went back and forth which I remained very respectful. I disagreed with the fees, told her how unprofessional the conversations were getting and that we do not need their services any longer. "I wish you the best", was my last message. She kept the text exchanges going with the final message from her:
"Forgive me if I am not a professional to you. Jesus could not please everyone, imagine me being a flawed human being. Maybe my price is not within your budget. God bless you." (see attached photo).
This was never about the money for me, I mean of course, we all want to save money, but I paid her more than the previous company. It is the way I was treated for canceling late ONE TIME and the fact that she wanted to charge me more coming back from vacation for her communication issues.
Completely frustrating experience. Would NOT recommend their cleaning services to anyone.
