Extra Clean, Inc.

The appallingly unprofessional exterior cleaning service we received from Extra Clean resulted in damaged siding (discoloration in the form of dirty marks, stripes, circles, etc.) on the front side of our house. The company refused to look into our complaint, completely ignoring calls and emails after requesting and getting the photos of the damage from us. Duncan Dixson requested the photos on October 30, 2013 to ?see if there is anything we can do.? The photos were sent to him the next day. We are still
waiting for Duncan?s reply. All the attempts to call Extra Clean to discuss the matter resulted in an associate called Monica promising to ?talk to the manager.? We are still waiting for Monica to talk to the manager.
Here is what Extra Clean?s customer guarantee says on www.extraclean.com: ?We are not finished with a job until our customer is completely satisfied. This guaranteed does not have an ?expiration date.? Our guarantee is a living document and therefore this document always conforms to each and every customer?s expectations. At Extra Clean, when the job is completed, our commitment to the customer just begins!?
Every morning, when I leave my house and I see how the siding was so badly discolored by Extra Clean?s poor workmanship, I feel very bad. We hired Extra Clean to make an improvement, but it caused egregious damage and has refused to take
responsibility for it. We want Extra Clean to fullfill its customer guarantee to us as promised. Extra Clean, we expect your response.

.Everything with EXTRA CLEAN went well and I am happy with the results. The crew arrived on time and were cordial. The work performed was window cleaning, gutter cleaning, and pressure washing of the flagstone patio. The quality of service was excellent and I would rate them an "A" across the board.

UPDATE::
I have to say this was a difference experience ALL together and one that I was pleased with. I realize the team, Alfredo, Daniel, Sonia and Dora were handling me "with kit gloves" but it was appreciated. Alfredo listened to my concerns, and felt the best thing to do was a "do over". The team was respectful of my home . They went' above and beyond. The small issues that were discussed with Alfredo were addressed above and beyond my expectations. The followup and desire to "right a wrong" goes a very long way in my book.






I had been in contact with Extra Clean some months ago to request an estimate. After several calls I gave up as no one ever returned my calls. Unfortunately, the construction on our home went on for much longer than anticipated, so when it came time to finally clean I reached back out as Extra Clean was one of very few companies who offered post construction cleaning, specifically (as opposed to just maid service). Esmeralda came out to view the property and put together an estimate. The price was twice what other companies were planning to charge, but the cleaning list provided seemed thorough so I went with Extra Clean thinking to myself that "this is what they do".First, the team of 4 was an hour and a half late. They did call, stating they would be an hour late, but then I had to call to see where they were. After about 4 hours of "cleaning" I was told they were finished. After a quick look around, I noted that baseboards were filthy, there were ROCKS in my windowsills, and there were marks all over the walls where there were not before. Areas were cleaned from bottom to top, so if dirt fell on a lower area it was just left there even if the staff had cleaned it prior. My review of the work was done with one of the team members following me, so it was very difficult to do more than a cursory glance at what was obvious. I asked the team if they had reviewed the list of work to be done, and the one member I could communicate with said no. I pulled it up on my computer, and the team went back to work for another hour or so. One member asked me to write down what needed to be done. The list of duties and what was told to the customer should be addressed BEFORE sending staff to work.
When the team finished again, I went around and looked at the things that stood out the first time, and they were corrected. Again this was done with one of the staff with me. I wrote them a check and said good bye. Then I looked around. Water marks and smears are on just about every window. Dirty water marks are on any surface that was cleaned, and there are areas that were not touched. There are still baseboards with thick dirt from the construction. One bathtub was not touched, and inside bathroom cabinets were not cleaned. There are wall marks too numerous to count. I took several photos, and contacted Extra Clean. George, (the office manager?) informed me that they could come back out and "make it right". Despite my hesitancy and due to the fact that I would have to rearrange my schedule to have them come back, we agreed that I would send him pictures and he would get back to me after discussing with "them". I asked if he worked for the company as he was speaking as though they were someone else and he said yes, but that he "was just the messenger".
It is now past midday the following day and I have not heard from ANYONE at Extra Clean, despite my emails. My husband has tried to reach them, and has not been able to.
The goal was to have done in a day what would take weeks to do with 2 people, and I was willing to pay a premium for a service to do just that. I could have done what they did for free in a couple of hours by myself if I wanted this level of thoroughness. The only positive was that they did remove most/all of the screens and rinsed them off, although it appears they may have done it with my kitchen towel, given how dirty it was when they left. They also used my vacuum and I realized after they left that the loud noise and the word "problemo" meant they broke my towel rack in my hall bath. Very unprofessional and beyond disappointing. It is our hope that this can still be resolved but unfortunately without a response from Extra Clean that seems more difficult than we hoped. I will be happy to follow up on this review after a resolution.

I was able to schedule the appointment for the same week which was great. They arrived on time, cleaned my windows and also dusted off the screens for no additional cost. The crew was very professional and courteous and I am thrilled with their work. I highly recommend this company!!!

.Their prices are very reasonable and we will use them again in the near future.

The Extra Clean crew was courteous and professional in manner and appearance. They arrived on time and stayed until dusk to finish the job. Quality of work was excellent .Thanks so much for your outstanding customer service in keeping me informed of each step along the way and the promptness in getting the job scheduled the same week.

They cleaned everything but didn't put stain on the main deck, the most important part. They also ignored instructions to contact me with questions about the services to be performed, bothering my wife instead, who was home on maternity leave.

They did all the work for the price that was quoted and the workers were very professional. I am going to have them back to seal the deck in a few days.

Actually just joined Angieslist today in search of a deck cleaning/restoration company. While searching for what I needed, I came across ExtraClean, a company which I used last year to clean our windows at home. I originally saw their guys hanging off a building in downtown Bethesda. My thoughts were that if that particularly large construction company uses them to wash their HQ, I would call them to check out their residential services. In fact, they did have residential window cleaning/washing service. They were extremely prompt in showing up for an estimate. Only four days later did they arrive with five people and completed the job of just over 45 windows in 6 hours. It is important to note that each window is counted as itself, whether it opens or not. So the per window price should be double checked. The per window was fair in comparison to other industry competitors. The main deciding factor for me was that they were heavily insured and ISO certified. I have has experience with people on our property with very tall ladders and accidents. Not many of the guys spoke English, except the supervisor, but that didn't seem to have anything to do with the end results.

They provided me with a $/per window estimate over the phone which was comparable to my previous contractor. Unfortunately, the way they COUNT the windows, I had 30% more, increasing the estimate by 30%. I was encouraged that they arrived with a crew of four (my previous contractor had sent one) and an estimate of 5 hours to complete the job. Unfortunately, the supervisor left shortly for another job and 8 hours later the job was not complete - I was not surprised since they had been talking loudly outside my window for a large portion of the day. When the supervisor returned to survey the job, they tracked sand/salt throughout the house. They returned the next day for several hours to complete the job and gave me a 7% discount for my inconvenience. The quality of their work was excellent but the disruption was not worth it. When using them, be aware that their estimate may not be accurate. I suspect that they subcontract residential jobs, because my check was written to an individual and not the name of this company.

The work was done on the following Monday and was excellent. The windows and screens had not been cleaned for quite a while and they worked very hard to produce outstanding results. Our second floor windows had been neglected over time. Normal cleaning would not suffice and the workers suggested steel wool and 'scrubbies', followed by normal cleaning. Upon completion of this service, the windows were restored to 'like new' condition. All this with minimal disruption of the household. We are extremely happy with the results and will follow the workers suggestion of doing this work annually. The price was good and we will most certainly use them again next year

I was amazed by how professional and a job well done they did.. and there priced were the best I have ever seen. I would absolutley call on them again.

They were polite and very professional.