We have hired the Glam team twice over the last couple of years to clean our home. Both times I provided a list of tasks I needed to be performed and both times they disregarded my list; seeming to only be able to follow their prescribed cleaning process - often spending time on areas that are not important to me or my family.
First time: We agreed on two people for two hours and I provided a detailed list - primarily making beds, cleaning/dusting horizontal surfaces, and ensuring the bathrooms and kitchen were clean. They ended up spending three hours, charging $80 more than we agreed upon. They did a great job then but performed a number of tasks I didn't request (like detailing baseboards or low-visibility areas), so the extra time was not value-added (value should be defined by the customer). Also, the shower doors in the master were off the hinges and the rollers were torn off of the glass. I didn't complain then, and about a year later decided to give them another chance because they did do a good job. I was just more adamant that I wanted my task list followed.
Second time: I asked for 1-2 people for 2-3 hours and they sent one person for three hours. I got no feedback that my list would be a challenge to complete by one person at that time. I have cleaned this house many times myself and know that what I asked for could be easily accomplished by one organized person working diligently. They could hand sent two people for three hours. I just figured they were short - handed like so many businesses and trying to make it work.
I specifically emphasized the kitchen and bathrooms be visibly clean.
My guests sent me the attached pictures - coffee stains on kitchen counters, food particles on the oven handle, etc. When I contacted Glam, they said there hadn't been enough time and that they'd spent most of their time in the master cleaning up "soap scum". I surface cleaned the master myself and there was no soap scum on either the tub or the shower. Look at the photos - does it look like a cleaner worked diligently in that bathroom for THREE HOURS?
I asked for a $70 refund out of $180, they gave me $35 and I had to refund my guest more than that and I still got a bad review. Unacceptable.
If they had followed my list, or been honest that they don't follow directions from the client; this would have been a satisfactory transaction.
Oh, and the shower door in the master was off its tracks again - propped up so it looked like it was shut, but when I tried to open it, it nearly fell off on top of me. read more