May in York Region
Rating: 0 out of 5
Move-In Clean
I contacted Fresh Cleaning Service to do a move-in clean last week of a single detached home. We have a severe cat allergy and the previous owner had cats. Speaking to Kara, a 5-hour clean was recommended based on the size and state of the home. On the date of service, one cleaning lady was sent to clean the home. The date of service was 2 days prior to our move-in date.
When I came the following day to inspect the premises, there was still dust on the walls in the living room, none of the kitchen cabinets, drawers, or countertops had been cleaned (there was a dead fly still in the cupboard), the inside of the fridge and freezer shelves and debris in the drawers, the top of the fridge was dusty, the chair rails on the main level were dusty.
My credit card had already been charged for the clean when I contacted Vanessa regarding my concerns. Vanessa told me they could have the same cleaning lady come to finish the job, at the hourly rate the following week. In the meantime, we moved into a dirty home.
In turn, I was blamed for the incomplete clean because I followed their recommendation for a 5-hour cleaning limit.
Fresh Cleaning Service provided an unacceptable and substandard move-in clean. For any high stakes cleaning jobs, I would look elsewhere.
Answer from pro:
Hi Maysann-Yee. While we appreciate your review, we simply could not get it all done in the 5 hour limit you gave us. This is why I gave you a quote for 5-7 hours based on the size and condition of your home. Our cleaner did the very best she could with the substandard amount of time you allowed her based on your budget. If you had allowed for the 5-7 hours you were quoted, the entire job would have been completed. We offered to finish the job, but you wanted us to do that for free. That's simply not a fair expectation or request. We are sorry you are disappointed, but we would have been happy to complete the job had you increased the time/budget allowed for us to do so. We are unwilling to work for free.
Reply created 16 May 2018