Excellent Cleaning, but Serious Administrative Failures by Ownership…read more While the cleaning team at Always Immaculate provides high-quality service, the administrative side of the business--specifically the billing and communication managed by the owner, Sally--is a major source of frustration. There is a documented disconnect between the work performed on-site and the invoices generated by Sally's office. The Billing Discrepancy: We understand that it's difficult to charge down to the minute, so we were Ok with the rounding to the nearest 10 minutes just for simplicity. While we never reported any incidental overcharges and payments, we received balance due invoices after the fact for the same incidental amounts. On January 6th, I was invoiced for four cleaners. However, both the on-site receipts and Ring Doorbell footage confirm that only three cleaners actually arrived. Despite the reduced labor, Sally sent an invoice claiming a balance of $28.27 was still owed (and another invoice for a previous service for $3.23). After conducting a thorough audit of the actual labor provided on Jan 6th (3 people for 1:20 hours each = 4 man-hours at $39.00/hour), the math shows that no balance was owed. In fact, due to the missing cleaner, I had already overpaid by $54.90 (the equivalent of 1 cleaner for 1:20 hours) Lack of Accountability from Ownership: The most disappointing part of this experience has been the total lack of professional communication from Sally. Multiple attempts to resolve this obvious mathematical error have been completely ignored. It is unacceptable for an owner to be so quick to request more money while remaining silent when presented with evidence of a significant overcharge. Bottom Line: While the cleaners themselves do a great job, I would strongly recommend NOT giving this company your business. But for anyone that does decide to go with an "Always Immaculate" or is already a customer, make sure to meticulously track arrival and departure times. Verify and calculate every invoice for actual hours and calculation against your own records. While everyone can make an error on occasion, once you approach Sally with a billing error not in her favor, her customer service is completely unreliable and unresponsive. Which even more so supports the conclusion that she is dishonest and may be purposely overcharging in small increments

I contacted Sally to do a standard cleaning not anything crazy or in depth. She quoted me a price…read morethat was steep but I okayed it. When they were finished I was given an invoice of twice the amount. I called Sally and left a message that I was not happy, that she said she would tell the staff to clean but keep it to the price quoted. She never returned my call. I called her the next day and her first response is she didn't call me because she knew she would get "no where" with me. What type of business just ignores a valid complaint. She said the staff took pictures and sent them to her and they made the decision my house needed more cleaning than I had requested to which I tried to respond that that was my decision not hers and that she should have called me and asked me before taking it upon themselves. She said "she did me a favor". I also tried to address the fact that they damaged my molding and she said to call her when I can talk because I was getting fustrated with her. She has a very deceptive business practice and I would not recommend her. I would have given 0 stars but needed to give at least one star. Beware of this business and it's deceptive billing practices. The staff was polite and efficient. It's the owner that is suspect.