Tidy Home House Cleaning
About this pro
Lee E.Mar 27, 2018Verified
• Provided specific request, was repeatedly directed to a website with detailed description of services that were supposedly provided with every service • Was not provided those services, pointed this out to the owner, was given menial discount, was told to let them know if I was not satisfied with the job itself • Arrived home and was NOT happy with the job itself, approached the owner was told, “we will clearly never be able to make me happy”…and basically stated that I should take the discount and find someone else who could better meet my needs, which, again, I provided in detail before the job was booked • This was also (laughably) classified as a “move-out” service. I would be in serious trouble with my landlord if I left the place like the individual that cleaned our house did. This entire experience was terrible. The owner was extremely offensive in his texts to me. I cannot for the life of me understand how this company has 5 starts and an award for "Best of Thumbtack”. My entire experience makes me apprehensive to even use this site again. After looking through the actual reviews and not simply going by the stars and awards- it is clear to see that something is wrong with Thumbtack’s metrics, to the detriment of the consumer. I would like to direct everyone to their Yelp reviews which hover at a paltry, and likely more accurate, 1-star https://www.yelp.com/biz/tidy-home-house-cleaning-nashville-5. Shame on me for not cross referencing them…DO NOT make the same mistake as me. I have included pics and a screen grab of where they USED to state that they always provided 2 cleaners. Odd that it suddenly change. What other guarantees will change after you hire them?Jan 17, 2017VerifiedTidy Home H.'s reply
Mrs. Shannon Gray - I would like to correct a few gross inaccuracies in your review: (1) We do send 2 cleaners to every home that is 3+ bedrooms. Homes and apartments smaller than 3 bedrooms are cleaned by either 1 or 2 cleaners on a case by case basis (e.g., 2 cleaners aren't necessary or even more efficient to clean a 1-bedroom condo where they would be bumping into one another). We have been in business for 2+ years and clean more than 300 homes per month, and use our judgement and experience in combination with a telephone consultation with each individual customer prior to the cleaning to determine what is the best solution for each job. (2) Your home was 2 bedrooms, 1 bath and 1 story. After speaking with you by phone to get an idea of the scope of the job and condition of the home, we determined that we could either send 1 or 2 cleaners to your home and get the job done properly and efficiently. (3) On the day of the cleaning, we had 2 cleaners scheduled to come to your home at 12 noon. Unfortunately, there was snow in the forecast and Sumner County Schools decided to close at 11 am. One of the cleaners scheduled to be at your home is a single mom who lives in Hendersonville and had to leave work early to pick up her children from school. This was unfortunate, but again, given what we knew about the size and scope of your job, we decided that rather than cancel the job, we sent the 1 remaining cleaner on to your house to complete the job (which should not have been a problem at all, given that your home was small and the cleaning was quoted and priced as a "standard cleaning".) We clearly explained all of the above to you during telephone interaction. Within a 2-hour period after the cleaning began, you sent us 61 text messages, most of them asking the same questions over and over again even after we provided an answer. You are correct about one thing - we did tell you that it was clear that there was no way we were going to make you happy. We were never, ever rude to you, but after 61 text messages over the course of less than two hours (again, before the job had even been completed), it was clear that you were not going to be pleased with the job no matter what we did - after all, you were complaining about a job that wasn't even finished and you weren't even home yet to judge whether or not the job was done (or, in this case, being done) well or not. At that point, we called the cleaner that was in the house and told her to leave and billed you hourly for the time (2 hours) that she was there. Any items not done or not done properly in your photos were not done because we chose to leave after 2 hours ... but you were not billed for these things. We billed you at our hourly rate for the 2 hours that our cleaner was there, not for a completed job, and you confirmed via text message that this was acceptable. Additionally, you reference our reviews on Yelp as a cause for concern. What your review doesn't mention is that we have two, yes 2, negative reviews on Yelp vs. 136 positive, 4 and 5-star reviews here. Further, if you dig a little further into our Yelp reviews, you would see that we actually have have 6 total reviews on Yelp ... 4 5-star reviews and the 2 1-star negative reviews you mention. However, because we don't buy advertising from Yelp (because we choose to spend our ad dollars here on Thumbtack and other places), Yelp hides our positive reviews under a grey print titled "Reviews not currently recommended by Yelp." I'm very sorry that you were not pleased with your cleaning experience. However, we have never had a customer treat us the way you did, and we simply weren't willing to have our cleaner remain in your home and continue work for someone who, quite frankly, was harassing our customer service representatives even before you had seen the work that was being done. We believe this was the most fair solution to everyone involved. Again, we wish you nothing but the best and hope you are able to find a cleaning solution that is a better fit for your needs. Best regards, Erin - Tidy Home House Cleaning
- What is your typical process for working with a new customer?When working with a new customer, we make sure that we are accommodating and pay attention to their unique needs. One thing that makes Tidy Home different from other companies is that we are attentive to the concerns and requests of our customers. Sure, most people want their floors vacuumed and counter tops cleaned, but we want to know your areas of concern and where you would like us to focus our efforts. We also make sure that our clients are comfortable with our team and our cleaning process. We know that bringing someone new into your home for services can be a time consuming and difficult process, we try to make that as easy as possible!
- How did you get started doing this type of work?I started Tidy Home because I enjoy helping people, and it is incredibly rewarding to have a business that allows others to have more time to spend with their families and doing the things that they enjoy. Being a clean person myself, I know how relaxing it is to come home to a clean house after a long day of work. This is the feeling that I want each of my clients to experience after a Tidy Home clean. Knowing that the hard work of my team brings a smile to someone's face and can help them relax is one of the most rewarding aspects of this job, and was one of the main reasons I was drawn to the house cleaning industry.
- What types of customers have you worked with?Tidy Home has worked with customers of all different ages and demographics! We clean small and large homes - and everything in between - as well as condos, townhomes and apartments, giving great attention to even the smallest details.