First, the communication was terrible from start to finish. I was told I would receive a text when…read morethe cleaning team was on the way. My arrival window was 11:30 AM to 1:00 PM, but when I had not heard anything by around 2:00 PM, I texted to follow up. No response. I called around 3:00 PM and was forwarded to a recorded message saying no one was available to take my call. I called again shortly after and left a voicemail. Still no response.
I left work and went to the house, and based on the condition of the home, I was convinced no one had even shown up. Trash and towels were left on the floor, the windows were dirty, spot cleaning on the walls had not been done, dust was still on the radiators, and I am still not convinced the floors were mopped. I called again around 5:00 PM and got the same message that no one was available. I also sent a text and received a response saying the number was invalid.
I eventually called the new customer line because it was the only way to reach anyone. The woman I spoke with said she would mark my issue as urgent and that someone would call me directly. No one called.
The next morning around 8:00 AM, I called again and was transferred to management. At this point, my lease was up. I spoke with Rhonda, who said she would look into what happened, took my phone number, and assured me she would call me back. When I still had not heard back by 11:00 AM, I called again. Rhonda said the team claimed they had come to the house and cleaned, and they were waiting on tracking information to confirm they had been there.
When I asked how much I was being charged, I was shocked to hear $400 for a 750-square-foot duplex that was cleaned so poorly I could barely tell anyone had been there. Rhonda asked me to send pictures, which I did around noon. By 2:00 PM, I still had not heard back, so I called again and left yet another voicemail.
At 2:08 PM, I received a call, not from management, but from the person scheduling cleaning teams, letting me know they could send someone back out at no additional charge. By that point, the house was locked and I was no longer on the lease. I told her that before I tried to work something out with my landlord to get them back in, I needed full disclosure on how much I would be charged whether or not they returned. She said she would call me back with an answer before 4:00 PM. At 3:50 PM, I still had not heard anything, so I called again. Once again, no one was available to take my call.
This has been the worst customer service I have ever received. I am now looking at being charged an outrageous amount for a cleaning that looked like it barely happened, and I may lose money from my deposit because of the poor work that was done. This entire experience has been completely unacceptable.