Cleantastic Pro

This review is inaccurate and seriously misrepresents what actually happened. The customer booked and paid for three hours of general cleaning. The customer asked us to clean baseboards, walls, floors, shower floor, toilet, inside cabinets, ceiling fan, and fridge. When our cleaner arrived, it was immediately apparent that the condition of the home required a thorough deep cleaning and substantially more than three hours of work. We clearly communicated this and explained that it will take more than 3 hours to properly complete the job. The customer said to only clean for 3 hours and she was aware that It's impossible to complete everything in the allocated time. After the 3 hours of cleaning was completed, I contacted the customer and gave her 30 minutes of free cleaning as a complimentary to complete moping the floors. The customer refused to pay for the additional time, yet still expected a level of cleaning that could not reasonably be completed within the three hours she purchased. Our cleaner worked the full three hours (plus 30 minutes as complimentary) that client booked. We did not abandon the job, shorten the appointment, or refuse to clean. The simple reality is that three hours was nowhere near enough time for the condition of the property. The customer later demanded that we return and continue cleaning without paying for the additional labor. We explained that we would return, but additional hours would need to be paid for. She then offered to pay for an extra hour of work. I've explained it will most likely need more than 1 hour to complete the rest of her cleaning checklist. The customer insisted she would only pay for an hour of service and that the job should be completed in that hour. Expecting a business to provide several additional hours of labor for free does not make the original service incomplete. Her claim that we wanted to “charge again” simply to correct work we failed to perform is therefore false and misleading. We were asking to be paid for additional cleaning time beyond the three hours originally purchased. We take legitimate complaints seriously and stand behind our work. However, we will also stand behind our cleaners when a customer purchases three hours of service, declines the additional time necessary to complete the property, and then publicly blames the business because the entire job was not completed within an unrealistic timeframe.