Cleaners were 30 minutes late. Lisa (owner) said that my property manager gave her the wrong address, but I did give her very clear instructions on exactly where my building is located, including which corner in the intersection. My property manager said they gave her the correct address. I'll never know who was correct. Anyway. I booked for 3 hours x2 cleaners per Lisa's recommendation based on an empty property + square footage, number of bathrooms, etc. After 3 hours of cleaning (3.5H after scheduled start time), Lisa called to advise the cleaners need 2 more hours each based on the cleanliness level, bringing the price from $300 to $500. This felt like a bait-and-switch, given that it's an empty property and she had the specs. I had told her I was fine for them to keep cleaning, but she said I should go look at the property. So I got in my car and drove there, and saw that there was still more cleaning to do. I went to inspect the next day, as I was not available at the new finish time. I found 3 dead spiders, dirty doors, and dirty light switches, took pics of everything. I called Lisa to advise of the multiple short-comings with my overall experience. I sincerely tried to be respectful, but she kept interrupting me despite me saying multiple times, "I'm not finished, stop interrupting me." She then berated me--she actually yelled at me telling me I don't know how to talk to businesses after I told here I was looking for empathy. She yelled at me, "Don't you tell me how to feel!" which is not at all what I was trying to say, I even tried to apologize for how it came across, but I don't know if she heard my multiple "I'm sorries" because she kept interrupting me yelling at me. She told me multiple times that I was the one being emotional, despite that she wouldn't let me get a word in, which I realized after I hung up was complete gaslighting. Her solution was to send a cleaner back to the place and charge me for this. Not fix it for free, not a discount; charge me more money, since this was a "new area they didn't spend time on" and not a "fix like streaky mirrors." I did convince her to take 1 hour off the pay, and said that I will clean the mishaps myself, which she agreed to. I thought she'd discount me down to 4 hours instead of 5, but she said it'll be 9 hours instead of 10. Fine, I just want to get off the phone. I felt gas-lit the entire interaction, got no accountability, and she did not attempt to come up with a solution until I steered the conversation in that direction. I actually hesitated posting this for fear she'll call me and berate me again, but my family convinced me that this is important. read more
