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Managed to get in on the same day as requested, which was great. Cleaners worked hard on all the floors and polished all of the handles. I like that the products are eco too. However, I didn’t get the deep clean I was hoping for from the Deep Clean $400 package. When asked if the job was up to standards, I said no, which was followed by long defensive emails. I appreciate the cleaners’ time spent on the job, but will not use again.Jun 24, 2019VerifiedClean'n Green's reply
You learn in life that sometimes you cannot please everyone. We picked up this cleaning on Thumbtack with merely the information that the space was 5 bedrooms/5 baths. Anyone who knows Austin knows that could mean the space is tiny or large. We spoke with the client via email and offered her a list of different packages we offer. She needed an immediate turn around on the same day (mind you we spoke to her AFTER noon and many of our teams were still finishing their normal cleans for the day). We informed her that our team would need to finish their regular clients for the day and then head her way. They (Shannon and her cleaning team) stopped and grabbed some chips and salsa with a drink and headed to her house. When she looked at the packages we offer - she chose the lesser of the two. Yes it was $400. But her home was 5700 sq feet with a wall to wall wine room, a giant gym, commercial grade kitchen equipment with a full kitchen style hood vent system and nearly the ENTIRE home was wall to wall cabinets and drawers. We received an email from her asking when she could expect the team and they made it to her space (which she was moving into and was completely empty) nearing 6:30PM. She walked through the space with Shannon (we sent three cleaners to her home) where the client walked through and pointed out things to be cleaned that were NOT on her package. Feeling like she wanted to do a good job - she made sure the team went through and hand polished every drawer handle and everything stainless. She also asked for the hood vent to be cleaned which was also not included. Shannon informed her that it would be an upcharge and the client said that would be fine and then asked for them to also clean her garage at an additional cost. Fast forward 10 hours - my team is still working and it is now 6:30AM. The team was exhausted. We sent an email asking her how the service was and she informs us that she is incredibly disappointed in her cleaning. She says she spent the rest of the day cleaning herself as she was too busy to let us know she didn't feel it was up to par. Let me say - I gave her the choice to choose two packages. One that included the things she now claims weren't done and she felt the should have been. That includes cleaning the inside of every cabinet (nearing more than 100 cabinets and drawers), a deeper clean on the floors (where my team HAND scrubbed the floors) and the inside of oven (we deep cleaned the inside of the fridge). She complained that we left some dust on the window sill - which is clear in any home with 90% hardwoods that dust kicks up and sometimes a small amount will land when the air is settled. When she responded to us - we were devastated. A team of three spent 10 hours working on her home. 30 hours. $400. That means they made $13/hr which is NOT what we expected and NOT what we pay our staff. Ill own the fact that I now have to pay my staff out of pocket for the difference, but when I mentioned the additional cost of the hood vent - she thinks we should refund this for her (which we have after she asked for it to be removed). If she had gone with the proper package for the needs of HER home - we could have sent in more staff and finished in at least half the time. But she didn't and either way we would have been out money on this cleaning. We were defensive in our response because we didn't feel like the three photos she sent warranted that the home was NOT deep cleaned. Its like a slap in the face for a team who spent an entire night in her home cleaning a space that was dirtier than she may have actually known. She tells us that she felt like they were dragging their feet and "eating chips and salsa". I'm sorry that in 10 hours they deserve to eat something - I'm sorry that when you went by after three hours to see if they were done and they were not as they were working from the top floor to the bottom floor and throwing in additional things for your cleaning that...after ALL of that you felt like you didn't get what you paid for. We are a good team. We work with clients of all types across the city and we are open to criticism. But to blatantly say you were "very disappointed" with the services - when I have pictures of a sparkling home with ALL of the things that were in the package YOU chose is a slap in the face. You complain that the team didn't arrive in the afternoon when I made it VERY clear that they were cleaning other clients and would be there as soon as they were finished with their regular clients. We sent you a list of packages at 11:30, you responded at 12:30PM, at 5:15 you messaged asking where they were and I informed you that they were finishing their other client and heading your way. We appreciate the business, and we appreciate feedback - but we feel completely baffled by an email telling us that our work didn't meet your standards because we didn't clean inside the cabinets and they were filthy (you opted to NOT pay for this), the inside of the oven wasn't clean (you didn't pay for this either), you asked for a hood vent deep cleaning at an additional cost which you now refuse to pay, the floors weren't as deep cleaned as they should (although our photos show a sparkling floor) and I know Shannon and team scrubbed your floor on their hands and knees AND used a steamer (which was ALSO not in the package you chose). The ONLY thing you sent that we feel bad about was a picture of one window with one finger and a small amount of dust that CLEARLY looks like it landed as they say "when the dust settles". Below I am attaching BOTH of the packages you had sent to you. You chose one of two packages which were well under quoted and then bothered to tell us that you had two companies offer the same services for $250 each (which we know they would also be in the same boat as us). The average housecleaner charges $30/hr for deep cleaning services. You are paying this team about $13/hr and yet you still come here to complain. Please feel free to post the photos you feel show the work we did NOT do for you that left you feeling incredibly disappointed. We love our clients. And this situation is completely disappointing and hurtful to those who worked hard for you. We survive on paying our team a fair living wage and I will make sure they get that from my own pocket if need be. The package you picked: One time Deep Clean $400 (plus tax) Included - Baseboards, all rooms cleaned, stove top deep cleaning, microwave, fronts of all cabinets, and all other normal clean options. We put a bit more elbow grease to get out some of the places that are just as important but aren’t always a priority. The package you should have chose for what you are now asking for: Extensive One time Deep Clean (cleanapalooza) $700 (plus tax) With this package we do just about everything and its perfect if you selling a home, moving out or just moving in. Included is stove/oven cleaning, detailed clean of all rooms, microwave, fridge, baseboards, sweep/dust/mop all areas, clean doors, handles, fixtures, steam clean floors, outlets, bathrooms, sinks, mirrors, toilets, bathtubs/showers, extensive grout clean, windows (inside only), remove trash or items left behind and throw in trash (we can order you a dumpster at their cost), clean fans, dust blinds, scrub air vents, clean laundry room and appliances.
House Cleaning (One Time)
Cheyne and her cleaning team are the best I have ever used. They are knowledgeable about the tasks and committed to doing a superb job. I can't recommend them highly enough. My house always feels cleaner when they do the job. You won't be disappointed.May 12, 2017Verified
Still had to work on some tub stains. May be eco cleaning stuff not strong enough or needed more effort. Took me a while to get tub stains removed using soft scrub (oxi not bleach) to get 'deep clean'.Aug 20, 2016Verified
I hired clean and green to clean my home by answering their request for employment through thumbtack.com. The company has NEVER returned my call. If they did not want the employment opportunity, WHY did they respond to my request?Jul 5, 2016Verified
Move-in or Move-out Cleaning
The ladies did an AWESOME job cleaning my house before move in! I can't believe that they were able to get the filthy bathtub sparkling! They were super nice, came on very short notice, and did a fantastic job! Highly recommend and would certainly use them again. Thank you for your hard work! The house is beautiful!Dec 31, 2015Verified
- What education and/or training do you have that relates to your work?Once a week we offer training to our employees in a real home setting on a particular item. The hope is to have a well rounded team that is knowledgeable and specialists on not only cleaning - but how to best tackle a tough cleaning situation without making a poor decision.
- What types of customers have you worked with?Everyone - we have house wives to pro football players, tv stars to multimillionaires. Retirement communities to the single dad. We clean them all and we appreciate and understand that EVERY home is different and we go in anticipating that. All of our clients information is private and kept strictly confidential. We have our staff sign a non-disclosure agreement to ensure that your privacy, lifestyle, and identity are kept anonymous.
- What advice would you give a customer looking to hire a provider in your area of work?Dont just go off a quote, ask to see pictures.... Get to know the person you are hiring... Call them. And if you dont get to talk to them.... do you really feel comfortable with them coming into your home? We will answer your call or at least call you back.... and you will have the comfort of knowing the person you spoke with on the phone will be the same person coming in your house. We do everything we can to make sure your space remains your space and you feel comforted knowing we will take care of your belongings as if they were our own. Please understand that cleaners don't ever intend to be late - but we live in a world where traffic and homes dictate when we can make it from one space to the next. We attempt to keep our cleaners in one area - but lets face it, Austin is getting bigger and the city is getting more congested. We book cleanings in two cleaning windows: 9AM-Noon and 1pm to 4PM. We will arrive for the cleaning between those two time periods and this allows our staff the chance to eat and get from one space to the next. We DO NOT rush cleanings, so having windows allows us the ability to provide the time and standards we feel so strongly about.