I booked a deep cleaning service because my father just recently had a quadruple bypass and I was in town to take care of him. He was living alone after both of his parents - my grandparents - had recently passed after long years of health issues. Based on the reviews and my discussion with Dara, I felt like I made a good choice booking Enjoy Maids to come and bring a fresh makeover to the house!
Our experience with the couple who came to clean was lovely, they were great people and we were totally comfortable having them in our home and felt like their personable demeanor was the best we'd met in the industry. In the last week, however, I've discovered many things that were not done well - or at all.
First, there was no evidence of the 58-point checklist that reassured me during the process of finding a professional cleaning service. It was the number one reason I booked Enjoy Maids because with that checklist it seemed that my house would be thoroughly cleaned with every possible task accounted for.
The checklist indicates that I would be given a copy and a chance to review the steps on it. I was asked several times by one of the cleaners to check after their work and to let them know if anything was amiss. Without knowing what to look for, it seems clean on a superficial level. However, on futher inspection, here is a list of things that were unsatisfactory about the cleaning:
Kitchen Floor: I'm not sure what was used to clean the kitchen floor, but it was incredibly slick - causing my dad to nearly fall and have to catch himself - something he shouldn't be doing after being so recently out of surgery where his sternum was cut in half. There were several rubberized scrapes in the middle of the floor that WE were able to remove with a couple of sprays of Chlorox Clean-Up and a sponge - these should have been removed by the cleaning service.
The knobs of the oven, the over backsplash, the microwave vent (as well as the inside of the microwave) were all still dirty. While I took the pictures today, not even a week after the cleaning, I would definitely think that even a week later it would be difficult for us to get these appliances as dirty as they are currently. The dust alone on the microwave vent shows that it's been quite some time since it was thoroughly cleaned - something covered on the checklist.
Guest/Hall Bathroom: When I got in the tub the other day, I noticed that there were large areas of soap scum still on the walls of the tub surround. The walls of the surround also were covered in specks of what appeared to be dust, dirt, and hairs from what must have been a dirty cleaning cloth that was used to dry the surround. I took a glass and was able to rinse the specks of dirt away, but it was still unsettling to see hair and debris on a 'freshly-cleaned' tub surround.
In that same bathroom, I noticed that there was still a lot of dust on the fake plant that was on the shelf, as well as the shower rod and the top ledge of the tub surround. The sink had some kind of grit in it and didn't feel as if it was cleaned properly. the tub surround under the faucet - near the soap scum - and there was still residue from soap and standing water.
Checking behind the toilet, I noticed that there was quite a lot of dirt and dust on the baseboard, on the fixtures behind the toilet and on the base of the toilet itself. I've attached pictures that probably don't make my family look like the cleanest family ever, but we indicated that it would be deep clean because no one had had a chance to do a deep cleaning in months - this is the kind of thing that should be on the most basic of cleaning lists.
Even though there were two bedrooms indicated on the cleaning request, I suggested that the second bedroom only needed to be vacuumed. However, I've included a picture that I took just a few minutes ago when I checked behind the door. There is a dead roach behind the door that was here when I arrived, something I didn't think to check because it was literally the only thing that needed to be done in that room and it was so obvious.
The deep cleaning checklist includes a refrigerator cleanout and an oven cleanout, though when those were suggested, it sounded as if there might be an upcharge, or as if it would take time out from cleaning more important items. I suggested that they could be done 'if there was time', and apparently, there was not time.
I am so incredibly disappointed in the service we received after communicating so clearly that my dad's house needed a deep and intense cleaning. There was even an extra charge for the deep cleaning as well as the upcharge for the carpet cleaning.
I honestly feel like we are entitled to a refund of at least part of our payment of $202 (a total that does not include the $40 in tips I added to that total). The cleaning services we received were truly subpar.
I emailed this to the company and received an email suggesting that our cordiality with the cleaning couple was solely due to the good job (and not, perhaps because we're Southern people with manners), and asking why I tipped if I felt it hadn't been a great job.
While there was a review at the end of the service, there wasn't a 'walk-through' as I would have expected. As I mentioned before, your website mentions a checklist and it would have been extremely helpful had Bri taken the walk through as an opportunity to point out what all they worked on so that we could look at it together. As someone who doesn't usually use a cleaning service and who doesn't visit this house very often - which I made very clear in our initial conversations - that would have been the perfect opportunity for me to review the status of anything I was concerned about. Without that checklist or a personal walk through, I was left to look over the rooms with an unpracticed, non-critical eye. I think you would agree that someone working in the cleaning industry has a much keener sense of what should be looked at or reviewed post-cleaning when compared to someone who doesn't know what is on the list.
I did tip them because I have worked in service industries and I believe that workers should receive tips on service jobs. That tip wasn't 'for a job well done,' it was in gratitude for someone coming to help me when my father and I were unable to do a task - especially near the holidays. My dad is typically kind and welcoming to anyone who is nice, most people wouldn't consider that his remarks would imply that the service was perfect. He didn't look around the house at all to review the cleaning. We falsely assumed that there was a thorough job done.
Enjoy Maids suggested they would give us a $75 discount on another cleaning, but never responded to my email asking about what the cost would be and how to schedule it.
Additionally, I followed up in an email about a large gouge the cleaning crew had made in the wall:
Toward the end of the cleaning appointment with your team, we heard a really loud thump as if something large had fallen and hit the wall in the living room. When I went out to speak to the crew before they left, I noticed a gouge in the wall near the couch. Below the gouge in the wall, there was chipped drywall on the floor - in a prominent location about four feet from the front door. It was clearly visible, between the couch and a table sitting two feet away.
I should be more comfortable in the future pointing out issues, but I was hoping that either person on your team would say something like 'we accidentally did this, we're really sorry', but that didn't happen. If it had been present before they arrived, their vacuuming would have cleaned up the drywall, don't you think? Since no one else was in the house at the time, it certainly didn't happen by itself.
That's the major concern I have with the cleaning. If that large gouge in the wall - and I can send a picture later today - was caused by an accident, your crew should have said something. Or, if they noticed it and it wasn't their fault, they should have cleaned up the drywall chips (and maybe pointed it out to us). That alone is such a disappointment - if I can't trust the cleaning crew to either clean up something glaringly obvious OR to tell me they damaged my house, what good would it be to bring up the poor cleaning job?