Complaints

• Initial Complaint

  05/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called to schedule a cleaning with Two Maids and a Mop on Tuesday. I spoke with someone at the call center who scheduled me from 2-4pm Friday. She also sent me a form to fill out telling them what I wanted to be cleaned. On Friday at 8am I received a text saying they were on the way. I was in the process of moving so I had to hurry and throw things in boxes in order to have the area clear for the workers since I wasn't expecting them for another 6 hours. The cleaners also advised they did not receive my list. I called and the manager and she advised the call center listed an availability of early morning (they never asked me about availability, only told me what time window was available for the day) and did not provide her with the list. I asked her why they didn't call to confirm with me the day before like the form I received said they would do and she advised they only confirm on Mondays so since I scheduled on Tuesday, I didn't receive a confirmation. Horrible customer service and business practices. The cleaning was also subpar. The countertops were not cleaned and I will have to mop the floor since they were sticky after being cleaned by a "professional" company. This entire experience was a waste of time and money. I would not recommend them!!!!! Update: Per the manager's response, I was notified that all areas may not be cleaned. I paid for a 3 hours and I received a text after two hours saying they were finished so timing wasn't the reason for the horrible cleaning job. Not once did they offer to make my experience right. Again, do not recommend.

  Business response

  05/25/2022

  Business Response /* (1000, 5, 2022/05/23) */ The cleaning booked on 5/20/2022 had in the notes to schedule her for a early morning appointment. She did set up the appointment with our call center so there must have been an error in what time the appointment was scheduled for. When I was called by the client to be informed of this error, the cleaners had already been at the home for 1.5 hours or else we would have been more than happy to move the cleaning to a later appointment time for her. I did apologize however for this inconvenience. She also let me know on the phone that the ladies did not have her list of what she would like cleaned. She told me she emailed it to us, and I let her know that I did not receive the email so she could try to email it over again so I could get it to the ladies. She never texted or tried emailing the list to us again even after letting her know we did not have it. She chose to book a 3 hour cleaning and not a move out service so the cleaning she booked did have a time limit of 3 hours. Not everything will be completed on that service because it does have a time limit. We do not guarantee that everything is done and some areas will be cleaned in more detail than others. We do not go out to reclean areas on these type of cleanings because they have fulfilled their time limit and completed everything that they possibly can. I explained this to the client but she was not satisfied with it. The ladies did stay the 3 hours and we do have proof of this because the ladies are required to clock in and out of homes as they arrive and leave each time. This goes through the manager to ensure complete accuracy on their timing. Consumer Response /* (3000, 7, 2022/05/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) She did not call me to inform me of an error. I started calling them at 8am after the cleaner texted me to let them know it was an error. I was not able to reach her until about 9am. I let her know that I provided the list to the personnel that emailed it to me with read receipt. She did not provide me an email or anything to resend the list to. The professional thing for any replicable business would be to contact their call center to ensure they provided the documents collected from customers. What is the point of me providing all this to the call center if it will not be provided to the cleaners. What is the point of me paying $250 for a cleaning three hour cleaning when the areas that were "cleaned" were really not cleaned? I understand what a time cleaning is and I expect the areas cleaned during a time cleaning to actually be clean. What is the point of a time cleaning if no area is cleaned. Since you do not offer a reclean, I would like a refund since the home had to be cleaned for a real estate listing. Business Response /* (4000, 9, 2022/05/25) */ We were not made aware there was an error that the client needed to be contacted about until she called us at 9:31 am. At that time, the ladies had been working in her home for an hour and a half. The client allowed the girls to come earlier than expected without any issues and without letting the office know until they had been there for an hour and a half. At that point, the cleaning was halfway done. The client also was provided with my email when sent her cleaning confirmation email. She stated she had emailed her list back after receiving the confirmation email, which the local location is attached on to all of those emails. The email was not ever received with the clients paper attached to it. When paying for a 3 hour cleaning we ONLY guarantee the ladies to get done as much as possible in that time frame. There are no guarantees that everything on the list is completed or that all areas will be as detailed as others due to time restraints. The ladies stayed their full amount of time that was booked for. They completed as much work as they can in the time that they were there for. No additional work will be completed/recleaned because they did what the client booked for. We will also not issue any refunds because the client received the service that they booked and that they paid for.

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