Avoid Vanderbilt Maids at all costs!
We just purchased our home and hired VM to do a move-in clean. Upon the date of service they were over 3 hours late... without communication. I had to contact them multiple times. I was offered a discount and decided to proceed. Biggest mistake ever not canceling in that moment.
While cleaning the upstairs bathroom, a toilet was clogged and left to run continuously. So much so that it flooded the bathroom and our 2nd floor hallway which then seeped through the ceiling and rained on the first floor.
At first, I called and spoke to Tammy, one of the owners she was very combative on the phone and blamed it on a broken pipe... despite the water pouring over the toilet bowl. Then Kevin, another owner called and was very apologetic. He took responsibility and came over to our home to assess the damage. He assured us that they were insured and would absolutely have this taken care of. While we were devastated that this happened to our home... we literally closed less than 36 hours prior to this, we felt Kevin was a man of his word and would take care of this.
Kevin was very responsive, up until the moment he got in touch with his Insurance. At that point, Kevin refused to talk to us and their insurance denied any liability. They ultimately said because we couldn't prove what clogged the toilet, they would not take responsibility.
Even though...
1. No one was living in the home yet and the toilet was not used.
2. The home was inspected literally the day before during closing and toilets were all working.
3. Providing an inspection report from our home inspector saying there were no issues with plumbing or the toilets.
4. They were the ones who flushed the toilet while cleaning and let it over flow so much it flooded the 2nd floor.
Accidentally clogging a toilet is one thing, but the negligence in letting it run continuously is crazy. Have you ever clogged a toilet and not noticed? And then walked past it multiple times while the bathroom flooded AND then the hallway flooded?! How does a working toilet run continuously without you messing with the valve or handle trying to fix it?
Do not trust them. They will not do what is right. Upon looking back, majority of their glowing Google Reviews are from Palumbos or Tings, which just happen to be the same last names of the owners- Kevin Palumbo and Tammy Ting.
UPDATE: After seeing their reply I wanted to add that the dishonesty continues. There were not multiple people in and out of the home. We inspected and closed on 12/28, VM came 12/29 (I had to sit on a beach chair for 3 hours in an empty house for them to arrive) and then our furniture was being delivered 12/30.
Their insurance never sent a plumber. Not only were our floors damaged, baseboards ripped up to mitigate the mold and ceiling crumbling, but then we were without a bathroom for 2 weeks. Once we realized that they were going to back pedal after they told us they would take full responsibility, we filed a claim with our insurance. Our insurance required us to get a plumber to ensure we weren't at risk for more damage. The plumber advised it was a clog in the trap, not in the drain. The toilet was plunged. I sent videos.
I witnessed the team using white cloths in the bathrooms. And let's not forget the home was inspected during the final walkthrough not even 24 hours prior. The only person to flush that toilet, even touch it was the housekeeper... the one that didn't show up in uniform. I wonder, is she an employee? The reason you gave for being so late was due to a number of call outs and I was told that even Tammy the owner was cleaning that day.
They fooled me, don't make the same mistake.
They had my photos of removed of their reviews by other Palumbos and now are trying to say my review is spam... read more