Terrible cleaning job, repeatedly
Hello,
As you will probably notice I have not contacted your company to reschedule any further cleaning appointments. The reason for this is that the standard of cleaning your company provides is very poor.
Regarding the timeframe for cleaning, your company has been booked for a total of six hours of cleaning time at a rate of approximately $45 per person. This is a standard four bedroom house, and I can assure you that six hours has definitely been adequate for all of our previous housekeepers to clean the home properly.
In your email you refer to "additional areas." This is not accurate, as the service requested and paid for was to clean the entire home. Therefore, there are no potential "additional areas" to clean. If you are referring to both of the times when your company had to send an additional team back to redo the cleaning, it was disappointing that your company provided only 45 minutes to do so. It is highly inconvenient to have to have a team come to times to complete a cleaning that certainly can be done properly and six hours.
In your email, it seems as if you are suggesting that my "standards" for housecleaning are unreasonable or in excess of what your company is used to, and/or that the amount of cleaning to be done in our home exceeds what your team is capable of doing in six hours. I have had professional cleaners for approximately 20 years now, and I can assure you that this is the most disappointing and substandard cleaning service I have experienced.
Despite all of the above, I wish to highlight that the one and only time an initial cleaning (vs. a re-do) was completed well, was when the team was led by Bernetta (sp?). She did an excellent job, and certainly had a high standard for cleaning. I noticed that she repeatedly had to tell the other two members of the team how to clean areas properly, or send them back to re-do an area. This is why I requested only her team for future cleaning. Unfortunately, that is not what occurred and every teen other than hers did a poor job.
Hopefully you can use this constructive feedback along with the attached photos (which were taken just after our last cleaning by your company, and emailed to your Calgary manager at the time) to improve the quality of your service.
- Approximate cost of services:
- $300.00
- Company Response
Hi Claire, we are sorry your Team was not able to provide you with our usual standard of service. We offer a satisfaction guarantee as we strive to ensure high-quality cleaning. We did offer a re-do service for you at no extra charge to correct the areas missed, and did not charge you for the additional areas the Team cleaned. We charge based on the time your Team needs in your home to do a thorough clean. The condition of the home factors into the time needed, and therefore the charges. We apologize for any inconvenience we may have caused. Please do not hesitate to get in touch with our Customer Care Team at calgary@aspenclean.com or at 1.855.925.9900 if you would like to discuss your concerns. Thank you.