Planet Hugger Phoenix East & West LLC

I used Planet Hugger for weekly housecleaning service for approximately two months.  During this time, they did a good job and the hourly rate was very competitive. The crew always showed up within the designated time window.  The office was always accommodating when I needed to reschedule a visit.  The team members were hard working, professional and just really nice people.  It was a pleasure having them in the house.  The reasons I made the decision to discontinue their services were 1) Communication difficulties with the office.  Sometimes I would get a response to my emails, sometimes I would not.  I had several unanswered emails to the office.  Also, at first I would get service confirmation reminders that would let me know what time the crew was arriving, but after the first few visits, that stopped.  When I sent an email stating I wanted to discontinue service, no response.  2) Staff turnover that correlated to the quality of the cleaning job.  In the two months I used this service, 3 crew members left.  I understand this is normal, but as the crew changed in time, so did the quality of the cleaning.  Over time, the cleaning went from great to just good with room for improvement.

The crew did not get all the areas needed dusting.  After they left I found piles of dust.  Before they left I found the floor needing to be recleaned. They tried to reclean it but were unsuccessful.  I tried to contact the office, and have only been able to leave messages. I would never use them again.

I used them in the past and will not use them again. The service and quality of service was an issue for me. The punctuality was a severe issue. The quality of work was below average.

I was told to have a team of 4 ladies and it would take them an hour and half or so to clean everything.  I told them that we live in 2000 sq ft house.  When the team arrived the head lady was very apologetic.  They were very kind, they were apologetic, and did get right to work. But she already came in saying that the team has only three ladies for that day and that they can only stay for an hour and fifteen minutes.  I did not think that it was right.  But 15 minutes with three people makes a big difference than with four people.  It is like an hour.  The most important thing was to clean.  I said everything was important to me. I was having an houseful of company coming. We had to go back and forth trying to call people who could have authorised them to stay longer.  That never happened.   In the end they could not finish in an hour and fifteen minutes so I had to actually pay more money for them to stay and work an extra fifteen minutes.  So it seemed to me like I was paying $37.50 extra for work that should have been included in the original price.  If I were to rate the work, while they were working I thought they were doing a pretty good job.  But after they left I realised that they had not removed the furniture so the floors were not done that well.  For the contracting of the time the misunderstanding obviously of the difference between four people working and between three people working in less time I would fail them.  Price wise since I am not sure what that 75 represented I would say they were just average.  Punctuality wise they were here when they said they would be here.  I will never use them in the future.

We used Planet Hugger (formerly EarthMaids) for bi-weekly service for the past 2 years.  The quality of the service was OK, but punctuality was a huge issue for us.  We repeatedly expressed the importance of arriving on time (or at least near the expected arrival time) since we have a fairly tight window for scheduling.  They still were consistently 1-3 hours late, so we switched cleaning days & teams so we could be the first visit of the day (8:30am).  Our last two visits, they arrived at 11:45am and 10:15.  We feel we've been more than fair and given them plenty of chances, but we're now selecting a different provider.  It was also extremely difficult to get a call back when leaving a message for the office (and no one ever answered the phone when we called during business hours).

Basically they did a good job but not a great job.  Then they raised their rates and so we decided to shop around and we selected another vendor.  The workers that came out were very pleasant.  There were no complications with them.  Since they raised their prices considerably, I thought we would have expected a little bit more from their service.  I thought it was a fair deal.  It seems a little expensive if it’s $75 a time.  I would possibly use their services again in the future.

Outstanding