I scheduled a new home clean + a few additional services for my 2 bedroom/2.5 bathroom townhome…read more I'll start with a few positives:
We were quoted $550, which was less than national companies like Maid to Shine. Scheduling was easy to do online. They were available the next day, which was great because we recently moved & our home was not move-in ready, so we were excited to get the house clean before all of our things were moved in. The man who cleaned my home was incredibly kind. There was a language barrier, as he did not speak English, but he was so patient with me as I attempted to use Google Translate to communicate with him. I'm also a big fan of small businesses and love to support them whenever I can!
The rest of my experience was terrible. I brought my concerns to Ignacio Moena, Operations/Scheduling Manager, who was at my house double-checking the work of his apprentice. As he was going through the house checking everything over, I could hear him stating, "Looks good" as he opened cabinets, the refrigerator, microwave, etc. I stated multiple services I paid for were either not done or not done well. For example, I paid for carpet cleaning & a carpet cleaning machine was not brought to my house. He initially said I did not order carpet cleaning, but after checking the order he apologized and said he and his apprentice would go get the carpet cleaner and return to clean the carpets. However, he made no mention of finishing the rest of the job. They quickly left and I called the company to file a complaint at 2:18PM. I was directed to speak with Mr. Moena. I told Mr. Moena that I would like to pay for the services I received from the apprentice, but would prefer they not return to my house due to an obvious difference in the standard of quality being provided and what I expected. He insisted on returning to finish the job, but because Mr. Moena had already double-checked the work of his apprentice and stated it "looked good," I continued to ask to pay for the services I received, not be charged for the rest, and us go our separate ways. It was clear our definitions of New Home Clean were different and I wanted to find another company to finish the job, while also paying them for the services they did provide. Mr. Moena said his boss would have to make that decision and he would have his boss call me.
Avery Schlueter, the Director of Operations, called me at 2:31PM to discuss my concerns. I shared with Mr. Schlueter everything I had shared with Mr. Moena and again asked to pay for the services I was provided and to not be charged for the services I did not receive. I was told this was not an option - my options were let them come back and finish ("It will take them another 30 minutes") or I could cancel the service and pay $99 cancellation fee in addition to paying for the services that had already been provided. I expressed my concerns for the quality of work and when I'm quoted $550 for a New Home Clean, my home should look like no one has lived there. He stated I should never have been quoted $550 unless I said I had 9 bedroom home. Mr. Schlueter said his team would come back and finish the job and repeat the parts of the job that were not done well. After attempting again to reason with Mr. Schlueter (i.e., paying only for the services I received, parting ways, and not leaving a negative review), Mr. Schlueter's phone died and our conversation was cut off after 18 minutes.
At 2:55PM, Mr. Moena and his apprentice were back at my house with the carpet cleaner. As I was going to get charged regardless, I let them in to clean the carpets. Mr. Moena stated that they were going to go over everything again. My husband was home at this point, so I let him handle the rest. Prior to them leaving, my husband went down the New Home Clean list (from their website) with them and asked them directly if they had completed each item on the list. At each item, Mr. Moena said it had been completed. It was again clear that their definition of New Home Clean was very different from ours & there were multiple items paid for that we did not receive.
The best part, after being told there is no way I was quoted $550 unless I selected 9 bedrooms, Mr, Schlueter proceed to charge me as I was quoted. There were a few extra services I added that were already a part of the New Home Clean package, so he did remove those charges, but that's to be expected. My total was $500 for a terrible cleaning. I tried to be nice and pay for the services I got after the first round, even though they were mediocre at best. I even stated I would not leave a negative review if we could just part ways. Mr. Schlueter was incredibly unprofessional.
So, here I am, hoping to prevent someone else from experiencing the frustration that comes with using this company. See the attached photos for yourself. I wish I had taken more. These were all taken after Mr. Moena and his apprentice left for the second time. Splurge for Maid to Shine.
