They evaluated the work to be done and she quoted me $250 for the first visit to clean every room in our house and after that she would come every 2 weeks and it would range from $89 to $129. She was going to do all my windows. She never touched the living room or dining room. She did not do all the windows as promised. She said she works with her sister in law and it would be the two of them doing the cleaning. When She showed up to do the job she brought her 20 year old daughter with her. They were supposed to be here at 10AM, but didn't show up until 20 after. She was in a hurry to leave as her daughter had a 3PM flight to Virginia and she had to drive her to the airport. After she had collected my money and had hurriedly left and I went into both of my daughters rooms and picked up the oriental rugs, there was dirt she had left underneath. She was supposed to wash the floor and let it dry, then clean the rugs. She only did ? a counter top in the kitchen. She stole my cleaning supplies. She didn?t dust thoroughly. She didn?t do the windows on the inside as promised. She didn?t touch the couch or any of the furniture in the living room or dining room. I ended up having to pay someone else an additional $100 to come finish the job she left undone. She was there only about 3 hours, and she told me she would be there for about 6 hours. Now she has tried to tell me something about paying for man hours, and that was not what we had previously discussed. One bathroom was the only room that was done well.
Description of Work: She was supposed to clean my entire house.
Rating Category
Rating out of 5
quality
2.0
value
1.0
professionalism
1.0
responsiveness
1.0
punctuality
1.0
$250
Response from The Neat Freaks Cleaning Service
The member was referred to me by one of my seasonal clients. I met with her in May to give her a quote. Her house had not been cleaned since she lived there according to her due to back issues. She had moved in with her best friends husband as they were both going through divorces. Which I was forced to listen to for over an hour! (head spinning just thinking about it) I quoted the member $389.00 for 3 people including windows and supplies. At which point she stated to forget about the windows and that she would supply all needed supplies if I would meet her at a lower price. I agreed to $250 with the stipulation that she only got 3 hours of work with 3 people, no cleaning of appliances or windows would be included when we cleaned. And when I came back it would be at least $129 a visit. She said what do your prices range from. I stated that a house the size of hers starts at about $89 and goes up from there depending on many factors. She then stated well mine would only be $89.00. I explained that it would be more than $89.00. After listening to her rant and rave about her soon to be ex husband. We finally scheduled her cleaning for June 10th. I wrote it in my daily planner right there in front of her. I explained that I have a 24 hour cancellation policy as my Sister in Law drives an hour and 15 minutes to work one way each morning and has to make childcare arrangements for my nephews. She said she understood. June 8th I called to leave a message and to confirm her appointment and I received her voicemail. I left her a message asking her to please call me back to confirm. Susan called me back at 11pm on the 9th, the night before her scheduled cleaning, yelling in the voice mail that she never scheduled the cleaning on the 10th. That she was stuck up in NY and just now got back into town. I let it go...I figured she was just frustrated with the fact that she got "STUCK" in New York slide and didnt charge her a cancellation fee. I called my sister in law and explained that we had a schedule change. So we agreed on the 23rd of June and that it would be me, my daughter and my sister in law who would be coming to clean. Also, at that time I explained that we would arrive between 10 and 10:30 am depending on our travel schedule between clients. We arrived at 10:10am. (Side note) My daughter has worked off and on for me for over a year. She is very professional, very hard working, graduated with honors, top of her class, an all around great kid! On June 23rd, I called her at 9:30am to let her know we would be at her house at 10:15 we arrived at 10:10am. When we arrived there were two bottles of soft scrub and a bottle of granite counter top cleaner. There were no other cleaning supplies provided which she had agreed to provide as discussed in lowering the cleaning fee. In addition to that the member immediately started adding things to be cleaned which were not included in the pricing, she ordered my daughter to clean her refrigerator which is a $25.00 additional fee. I allowed my daughter to clean the frig for her as I just didnt feel like arguing with her. Then she tried to make her clean the oven. I stepped in at this point and explained that there were additional fees involved in appliances and that I had explained this to her on our initial quote. If my daughter would have cleaned that oven it would have been another $35.00 fee. The member sat there the entire time my daughter was working gossiping about her divorce and on and on til her head was spinning and she couldn't take it anymore. My daughter politely excused her self and asked if she could work in the back because she was constantly being interupted by her. I walked in the kitchen with my daughter and had her show me where she left off and I took over from there. My sister in law and I had started working on the master bathroom. My sister in law spent 2.5 hours scrubbing non stop soap scum, mold, mildew and anything else growing in there. It was the worst shower we had ever seen. The tub had a film of dust that took her another 30 minutes to remove after I had pre soaked it for her while I was in there cleaning the rest of the bathroom which included polishing her fixtures and cabinets. We cleaned EVERY ROOM in that entire house from top to bottom! WE even cleaned all of her sliding glass doors and windows in the back of the house which she was not charged for! We cleaned under all of the furniture, the base boards, the vents, the fans, EVERYTHING!!! I walked through the entire house with her and did a quality control check with her. She lifted up the persian rugs in her daughters room and asked me to revaccum them which I MYSELF did to appease her. She accused my daughter of not doing it. I pointed out the fact that her rugs had loads of lint and other things stuck to the backing and showed her how everytime you layed the rug back down it would leave more lint. I explained that she may want to take them to be dry cleaned. I asked her to continue quality control checking with me. She said everything was fine and that we did an excellent job. Needless to say she was completely satisfied and wanted on the schedule for Wednesdays. IF we did such an awful job why was she so persistent about being on my schedule? I have my own business and I set my own pricing. I have what I call a PITA factor. Pain in the A$$ factor for clients like this. It has to be worth my time to deal with them. I quote higher in hopes they will turn down the quote or if they agree it makes it worth putting up with their difficult personality. She mistook us trying to leave as we were done and trying to avoid hearing more of her drama as rushing. We left at 2:45pm. Yes we had to leave by 3pm as my daughter had a flight that evening for a job interview and physical in Washington DC. The member said that she would give me a call in a few minutes. I asked her to wait as I would be driving. She called me in 10 minutes. I did not answer as I was driving. The next day was my first day off in over a month which I had shared with her. She called my business phone and my personal cell at 7am repeatedly that morning. I answered the phone after the 3rd time and explained to her that I would call her back as I was resting from a month of work with out a day off. She insisted on talking to me. So I talked to her and asked if she would like to be on the schedule. She went back into her "I have all these Dr. Appointments", at which I simply asked her to call me back at 5pm that evening to let me know after she figured it out. She did not call me until a few days later and her attitude was extremely rude. She immediately said, "WHEN ARE YOU COMING TO MY HOUSE?" I explained that I had a Wednesday slot but it would be a week out due to my other Wednesday clients. Then she started talking about the windows in the front of the house...at that point I explained to her AGAIN what we did and that we did the windows in the back of the house as a courtesy and how she wasnt charged for them. I told her what she was quoted for and how many hours of work and what services she received with out charge and how I provided supplies which was not included in the pricing. And she started being really rude. I can tell by the fact she was slurring her words she was not aware of what she was saying. She then said "Your daughter didnt count, all the work she did doesnt count because you didnt tell me she was coming", at which point I said "I did tell you she was coming, and I have to pay her for her work. She did a great job and ya know what I WILL NOT Be coming back to your house! NO one talks to me or about my daughter this way do you understand that?" To which she said, "I am going to file a complaint against you" To which I said "GO RIGHT AHEAD" and I hung up! I also want to point out that her "BOYFRIEND" lifted up the electronics in the living room so I could dust and wipe underneathe them. I had to ask her politely to leave the living room and dining room area after I dusted so I could vaccum because I didnt want to interupt her phone conversation. She was on the phone ranting and raving the entire time about the fact her soon to be ex husband was losing his job and she was upset about how was he going to support her with no alimony and child support. And then made reference to the fact that she may not be able to afford house cleaning. The drama was draining. And I understand from what the member shared with me (WHICH IS MORE THAN I OR ANYONE ELSE WANTED TO KNOW) she has medical issues from an injury to her back and she is HEAVILY medicated with Vicodin. I could see that from the first time I met her, she is VERY ANIMATED and slurs her words A LOT. I think she has a lot on her plate with a very nasty divorce and with her back pain. With the meds she believes what she thinks or says, with utter disregard for others. I believe her medicine does make her forgetful. HOWEVER her medication does not excuse her rudeness. And to be quite honest we were all bothered by her erratic behavior and the fact that she refused to let her daughter in the house while we were there cleaning. Her daughter needed to use the rest room badly. Her boyfriend brought her in the house and I pointed to the clean bathroom as my Sister In Law was cleaning the other one at the time. The member got extremely upset that her daughter came in the house to use the restroom. It seems that she is only concerned about the member and has total disregard for other people and their situation. I will not return to her house. She received over $125 dollars in additional services and 1.5 extra hours of work. If anything she owes me for all of that plus the time it has taken to write all of this up! She is utterly ridiculous! AND I am seriously considering a slanderous lawsuit against her. If you need to contact me my number is 808.358.2800. I have nothing to say to the member and I do not care to ever speak with her again. I prefer to not have people like that around me or my staff, as we enjoy what we do and we prefer a healthy happy stess free drama free work environment. Also, if you would like to speak with my daughter and/or my sister in law, please let me know. They both would LOVE to give you their perspective on this. Kind Regards, Tammy Gardner President/Owner The Neat Freaks Cleaning Service
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Service Categories
House Cleaning
FAQ
The Neat Freaks Cleaning Service is currently rated 1 overall out of 5.
No, The Neat Freaks Cleaning Service does not offer free project estimates.
No, The Neat Freaks Cleaning Service does not offer eco-friendly accreditations.
No, The Neat Freaks Cleaning Service does not offer a senior discount.
No, The Neat Freaks Cleaning Service does not offer emergency services.
No, The Neat Freaks Cleaning Service does not offer warranties.
