Masters of Clean

Gina, I’m sorry you feel this way, but the facts matter. Our team completed 10 total labor hours on your job, including 10 windows (inside, outside, sills, and glass), the inside of your refrigerator, and one bathroom. After you said you were unhappy, I sent my team back for an additional 3 labor hours at no charge to address your concerns. You were clearly informed during the cleaning that certain rust, stains, grime, and buildup were pre-existing and may not come out with standard cleaning methods. This was acknowledged at the time. I also offered to spend additional time to further improve the results, explaining that due to the condition it would require additional cost, which you declined. We take our work seriously and are very direct and transparent about expectations. Posting publicly instead of continuing the conversation privately is disappointing, especially when multiple solutions were offered. We stand by the quality of our work and our professionalism.

Qin, Thank you for sharing your feedback. We truly appreciate your business and are sorry to hear that your experience did not meet your expectations. As we discussed on the phone, the service you purchased was our Standard Clean, which includes sweeping, mopping, dusting, vacuuming, wiping down surfaces, and cleaning common areas such as the kitchen, bathrooms, living spaces, and bedrooms. Items such as the inside of appliances and heavily soiled surfaces (like grease buildup) are part of our Deep Clean package, which requires additional time, products, and labor. While we did try to accommodate some of those requests within your budget, we explained that we couldn’t guarantee the results without booking a full deep clean. That said, I always want our customers to feel heard and satisfied. This is why I offered to send a team back to address your concerns at 50% of the normal deep clean rate — even though the original package did not cover those items. My goal was, and still is, to resolve the situation fairly. I also want to note that we typically encourage clients to be present for a walkthrough at the end of service so that any concerns can be addressed immediately. Since this service was completed nearly three weeks ago and only floor videos were reviewed at the time, it’s difficult to know what may have happened afterward. Still, I stand by my offer to work with you to find a fair solution. We take pride in our work and your review is the very first of its kind for us. I’d love the opportunity to discuss this further and see if we can reach a resolution that works for both of us. Please feel free to reach out to me directly.