A very poor experience with Hockey Maids and I do not recommend: 1) Immediately asked for credit card information so they could "hold the booking for the cleaners". No sane company should request someone's credit card information to keep on file. I declined 2) Cleaners gave a 1pm start time, then the day before said they were coming at 9am 3) Cleaners arrived late, but departed at schedule time 4) They did not finish cleaning the house; Quote as for between 1500-2500 square feet, my house is 1900. They didn't clean a full floor of the house 5) After stating that they had to leave on time even though they came late, they stayed parked outside my house for 20 minutes
- Approximate cost of services:
- $280.00
- Company Response
Hi Colin
I appreciate you taking time to share your experience. Hockey Maids considers these a help to improve the quality of our services. We'd like to address some of the items you brought up:
1. For one-time cleanings or move outs, Hockey Maids requests that clients provide credit card information to secure their booking. The credit card is then charged after the service is complete. The client also has the option to pay by other means after the cleaning, i.e. e-transfer, cash or cheque. In this case, the credit card is never charged and securely destroyed.
2. Regrettably, things come up and changes are needed, even last minute. We try to minimize these as much as possible and to give the client as much notice in advance as possible. Therefore we normally request a client's cell phone number in case of a short notice change, which was not provided. Hockey Maids usually informs its clients a day's notice if there's a change in booking. Additionally, an email reminder is sent to all clients stating that cleaners have a 1 hour travel time between clients, which may include lunch breaks or a previous client's request to extend the cleaning time. We try to keep these to a minimum too and we're sorry for the inconvenience.
3. The late arrival of 10 to 15 minutes is something that we are striving to eliminate and we apologize for that. The cleaners unfortunately had to depart at the scheduled end time due to their next appointment. I have spoken with them regarding this: tardiness is unacceptable and they should have notified you that the basement is not yet done and that it would require another hour to complete its cleaning. Protocol is then to call the next client's cellphone to alert them of the delay in their arrival.
4. We regret that we were not able to complete the cleaning of your home. The cleaning quote provided to you was based on the information we received from you at the Home Stars inquiry given the range in size from 1500 to 2500 sq. ft. A more specific size of 1900 sq. ft would have proved most helpful at the initial inquiry. Further, upon initial inspection, the cleaners reported a bigger job than anticipated: a 3 level house with 4 bdrms and 3.5 baths which is disproportionate to the quote of a 3.5 hour job. Finally, although that quote was at $280+GST($294) you were only billed $260, which seems fair.
5. It may seem unusual but we have our cleaners take some moments to reorganize, regroup, make notes of their recent cleaning assignment as well as contact the next client by phone to let the client know they are running late. And this may require them to take some time in their vehicle to do so, since safety and the law requires that they not be distracted while driving. It may take as much as 20 minutes or so before they finish these tasks as well as reach their next client.I hope this clarifies things. Again, I wish to apologize for the inconvenience this has caused you. I take it that the quality of cleaning you received is good since it had not received any negative feedback.
Thank you for choosing Hockey Maids and we wish you a wonderful day!
Ted Querijero, Owner/Director
HOCKEY MAIDS