The Cleaning Authority

TREMENDOUS OVERALL PROFESSIONAL JOB. NO WAY COULD I MAKE IT LOOK AS GOOD AS THEY DID. VERY FRIENDLY, POLITE AND SPIRITED TEAM .  ECO FRIENDLY SUPPLIES. AND THEY SUPPLY ALL EQUIPMENT & SUPPLIES. VERY DETAILED ORIENTATED. GREAT ROTATIONAL SYSTEM IN DEALING WITH EXTRA DETAILING TO ALL AREAS EVERY OTHER CLEAN. CAN'T WAIT 'TILL MY NEXT CLEAN. :)

We used this service for nearly 2.5 years and tolerated several incidents due to the fact that we have small children and do not like strangers in our home  Some of these incidents were small (showing up early in the morning before scheduled times while trying to get kids off to school), however recently the incidents were more than we could stand.
Let me start by saying that under the old management they were receptive, polite, and very willing to help in any way they could.  We have a large home and the service was not cheap ($125-$150 per week).  Here is a highlight of some of the incident that took place over the last year.
1) When cleaning our master bath a bottle of $100 hair product was dropped, broken, and spilled all over our shower.  No note was left, no notification given.  I work just outside in a separate office as they are aware and am very reachable. 
2) A porcalin family nick knack was broken in our living room.  It was placed on our island counter with a note saying they were sorry but no compensation ever made.
3) We have a pull through driveway between 2 major roads and have several deliveries for our businesses each day.  In addition the kids have school, activities, and are constantly on the move.  On at least 3 occasions I had to call the office and ask them to stop parking right in the middle of the driveway blocking traffic (same cleaning crew, they just kept doing it).
4) We had moved some of our business items into our downstairs large basement(800 sq ft).  We had alerted the crew of this and that they would not be able to clean it for some time.  In addition they were to clean the additional office outside ($150 sq ft).  Even though we were paying for this weekly neither were being cleaned as priced and they continued to charge us the same rate.  On 2 occasions when they arrived earlier than expected my wife and I were still getting ready in the master bedroom.  I asked them on both occasions to please wait for 5 minutes so we could get out and let them clean.  On both occasions they stated they would.  On both occasions 5 minutes later they were gone.  When I contacted the office to ask why they didnt wait I was told they had to move onto other jobs.  I stated to them that it would have taken much longer to clean the office and basement as contracted and paid for than it would have taken to wait 5 minutes and clean the bedroom.  Their answer "WHEN WE HAVE EXTRA TIME LIKE THAT WE MOVE THEM ONTO OTHER LARGE HOUSES TO GET STARTED EARLY".  So essentially I was paying them to do other people's homes and they were perfectly ok with that even though the 3 spots they did not clean (master, master bath, office, and basement) were over half of the square footage paid for.
5) The real problem started 6 months ago over a $2800 custom blind in our bedroom.  It is 12 feet long and we rarely open in.  It was less than a year old.  However every week the crew would open it and leave it half way open.  I know that cleaning needed done behind there but it was not necessary every week.  Last year one of the gentleman came out to my office and alerted me that they had broken the string on the blind causing it to collapse.  It was an honest mistake and I appreciated that.  I notified the office and they told me that one way or another they would make it right.  they stated they would send out their handyman and he would try and fix it, and if not they would replace it.  The gentleman came out, took it apart, and said he would be back in a week with the part to fix it.  2 weeks went by and nobody showed up to fix it.  I called several times and nobody returned my call.  Finally after 3.5 weeks I got someone on the phone at the office who told me the handyman was not comfortable fixing it  They stated that they would send out a blind repair company to get it done.  2 more weeks went by and I had to call back in.  On that day the old manager stated she was leaving for health reasons but the new manager Todd was aware of the situation and would make it right.  I received no call from Todd and another week went by.  He finally got on the phone and stated he would send someone out.  1 week later he did.  2 gentleman who really had no idea what they were doing showed up.  They stunk up the room so badly with the smell of cigarettes you could still smell it days later.  After 2 hours they left and said they needed to order a part and would be back in a week.  10 days went by and they did not come back.  When I called Todd he stated they too could not fix it.  At this point the situation turned very bad.  Even though we had been through all of this and they were insured and bonded and promised to make it right Todd now wanted to deflect the blame after nearly 3 months.  He shifted the conversation to how it got broke and that it could have happened to anyone who "pulled the string" and he believed they had done all that they could do.  In short he was reneging on the promise to make it right because he did not want to pay to replace it or report it to insurance.   We had a heated conversation about the topic and I reminded him that we found him on Angie's list and asked what type of review he thought I would give if they just left us out to dry like that.  He again deflected and began discussing a period where my wife'd debit card declined for 2 payments because she had gotten a new one and not reported it.  Ultimately payment has always been made to them and we had no balance due.   He suggested we "go our own ways and call it even".  I said absolutely not.  So again he said he would call a blind company to come out.  10 days later 2 men showed up and in 30 minutes repaired the blind.  This was nearly 4 months after the incident and was evidence that if they had just cared a little and taken responsibility it was an easy fix.
5) The crew began returning to the house for several weeks.  Then while in disney I got an email from Todd that one of our payments was short by $84 and that the crew would not show up until it was paid.  A card was immediately given and the balance paid. This is after 2 years of 2.5 years of service and nearly $10,000 in payments between my home, my office, and my rental property.  i could not believe that was his response.
6) Last week I was very busy with my assistant in my office and did not have time to move us both out and let them clean.  I told the woman who came out that they didn't have to do the office this week but could they please wipe down the tables on the back porch from the pollen as my wife was throwing a easter egg hunt for many kids we know.  She said "sure no problem".  5 minutes later she walked back out to the office and stated she could not do it because it was not on the schedule and that I would have to call the office if I wanted that done.  It took her longer to walk to the office and back than it would have to clean the tables.  It also meant that after agreeing to someone else told her not to.
7) Finally today it came to a head.  I had a missed call from them yesterday afternoon that I returned early this morning.  I was informed by the office manager Michael that a payment had not been left for the cleaning the week before (even though the crew was here and could have simply notified me at that time when they were out in my office).  It was a simple fix and i would have been able to give him a card on the spot.  I was informed that we were "taken off the schedule this week".  This came 1 week after I paid them in full to do a $600 deep clean on our rental house.  This is their way of punishing you over $125 after 2.5 years.
Under the old management I was able to tolerate it.  The new management is rude, decei

These folks followed up on every tern.  Reminder phone calls and email. Follow up after the service email.  they have online portal to update your account and provide feedback.  They left no detail un covered.

Average cleaning as usual, however, one of my two cats was missing after the cleaning team had been to my house. I called The Cleaning Authority and had to speak with someone at an 800 number not the local owners. While I was on the phone making calls about my missing cat the owner called left a message wishing me luck and leaving no number by which to contact them. In the following days every contact with the owners came complete with an accusation that the cat was missing prior to their arrival. I live alone in a small space. There were two cats when I left for work, the cleaners were the only visitors, and one cat was missing on my return home. No attempt was made at service recovery. No offer to pay the expense of locating my pet and you can be sure that I was charged for cleaning that day. Talk about not being detail oriented. I could not be more disappointed in this service.

There is a reason this company is getting bad reviews, and I echo all of the other reviewers' comments.

Let's start with the positive. We went with the Cleaning Authority right before we had a baby because we liked that they used environmentally safe products. We were very happy with our team and they did an excellent job. If I had to rate this company solely based on my ladies that I loved, I'd give them an "A".







Now to the problems. In a nutshell, the manager and her customer service is abysmal, as well as all of the replacement teams we had. When we were going on vacation or they had to reschedule us to another day because our cleaning day fell on a holiday, they would schedule a replacement team. Each replacement team was terrible. I called to inform the manager of obvious things that were missed, like failing to clean the toilets, stove was a mess, mirrors not cleaned, etc. She always seems disinterested and bothered. One time they sent out a "upper level" team to clean up the mess the replacement team made and they took an additional hour and did a nice job.

One replacement team left AN HOUR EARLIER than my regular team usually worked, so I knew that a lot got missed, and it did. After that I told the manager that we no longer wanted any replacement teams, and that we would simply miss our cleaning and wait for our next scheduled cleaning with our regular team that we loved. No apologies, no offer to reduce my charges. She actually asked me what I thought she should do about it. In no way did I want any other replacement teams. I didn't have the time for it, and it was only making me angry.  As anyone knows who gets their house cleaned, especially those of us with young kids, it's not always easy to just leave the house for several hours so that they can clean up the messes that were left.  

When we were sold their business, we were told that "site managers" would drop in from time to time to make sure that the work was getting done right. In over a year and a half, someone only stopped by twice to my knowledge, and it was always when our regular ladies were cleaning. I told the "site manager" on both occasions how much I loved my team and please don't ever take them from me:-) I always found it odd that no one ever showed while replacement teams were working, especially since they didn't know my house and they new I had complaints about replacement teams.

The last straw was two days ago. My team usually arrives around 10. It was pushing 11 and I had things to do. I called the office to find out what was going on, and asked for a return call. No one called. At 12:30 I returned home with one of the members of my team missing and was told she was out of town.  A new worker then arrived and they took forever, which I can appreciate because she was just learning my house. But she kept slamming doors and being extremely loud, even after I told her that my baby was sleeping. Then she woke up the baby and that irritated me very much, especially since my regular team would have been done by the time I had to put my baby down.

I called Cathy, the manager, and got nothing but attitude. I asked her where my regular lady was, and she said that she was promoted and would no longer be cleaning my house. When I reminded her of how much I loved her work, and that I never wanted a replacement, she was not apologetic. When I asked her if she thought it might have been a good idea to call me and tell me of this change, she actually had the gall to accuse me (in a condescending voice) of not being happy for my cleaning lady that got promoted.  I told her it was not about me not being happy for her, it was about her lack of customer service and knowing he customer's needs. She told me that they reserve the right to use one original cleaning lady and bring in a new member of the team at any time. I asked her if she could understand why I might be irritated by the fact that she failed to call me to inform me of this change, especially given our history, again I got nothing but irritation and rude comments.

If she was apologetic, and acknowledged the issue, and promised me that a site manager would come over and make sure things were done correctly, I may actually have stayed with this company. However, because the manager has a terrible attitude, and actually acts like she wants you to fire her, I had to terminate their services yesterday.

I hope the owners read this and realize that many people are making the same statements about their manager. She should not be customer facing and acts like she hates her job. She does not want to learn and does not want to hear if you are not happy with their service. She makes you feel like a bother to her. Also, replacement teams need to be better trained, and they need to have a site manager check their work after they are done in order to help them do better.

In the end, if you go with them, I hope you get a good team right off the bat because if you don't, good luck getting management to work with you to find a new one. We are now with Cindy's Maids after reading rave reviews and talking neighbors that are very happy with Cindy's work.

.The price was reasonable. They would not stick the appointment times, they were either late or not even show up. When I called the manager they were not that nice.

unknown

Overall satisfied, I like the set up of the auto pay and their rotation schedule.

They broke a light fixture in our master bathroom over 6 months ago and we have worked w/them to try to get a replacement or a credit to our acct for the value.  6+ months later we still never received resolution from this company.  Our home, our belongs and our business meant so little to them they did not feel a need to make things right.  They broke other misc items in the kitchen and never bothered to replace those either.  They put a large black scuff mark on our freshly painted wall (literally 1 wk freshly painted).  They are careless and inconsiderate.  The cleaning they performed was mediocre at best.  They do not clean in corners and if your home is clean before they come, I?m quite sure they don?t do anything at all.  When they move items on shelves, counters, etc. to clean they never place them back where they found them.  I appreciate that this is a ?green? company which is why we chose them.  However, I will never use them again!  Also, the office manager does not drive quality customer service as she is the individual I?ve been working thru for months trying to get a light replacement in our bathroom.  She is rude and will write off a customer as if it is no issue or concern at all to this company.  They must have so much business that mine was just not important.

The team came and thoroughly cleaned the house as promised.

Calenders were : on time - efficient fine job. We are satisfied  are still using them.

The girls did a wonderful job. They were extremely pleasant.

For 3 years the cleaning authority has held me hostage. I am not well and cannot go out and look for new cleaning people. Individuals never work out. As a housekeeping company they are punctual and they show up, no matter what. My complaint is that when they break something they don't like taking responsibility for it. They ruined my floors in my bathroom and because I did not want to look for another cleaning company I let them slide and my floors are still ruined. They have broken who knows how many things in my house. Last week they broke a lot all at once. They did not pay me for the previous breakage and when I called them today she insinuated that she is going to fire me because it is not profitable since her people broke things. Not that I am responsible for it. They are responsible for breaking my things. I am not profitable any more so she is going to drop me. I believe that is the most unprofessional thing I have ever heard in my life. She does not want to pay me the value of my things and then she is going to fire me because I cost too much.

This was the first time that I used them and as such it was tough to compare them with anyone else.  My experience with them was ok.  They were very cordial, very friendly and worked hard.

A great 3 person team did a splendid job

They were extremely responsive when I called to get an estimate. T

hey have several teams so not sure how they manage the sharing of information regarding my home. One of the teams that came was not well informed as to what to clean and could not even find the trash can in the garage. (They left the trash on the front porch).  I called and voiced my concerns to the company and they sent a different team out to my house the next day to correct.  I liked the quick responseand luckily I did not have anything going on that evening so the surprise was not a real issue.
 Overall very pleased.

I chose the Cleaning Authority because they advertised the use of organic, environmentally friendly cleaning products.  They showed up each week and did "ok."  For over $100 each visit, I just didn't feel like we got what we paid for and I felt like we were "nickel and dimed" for things that we wanted.  Perhaps we were expecting too much, but we had instructions to keep our dog inside and those instructions weren't always followed, we asked that doors not be closed after a room was cleaned (I have two cats that tend to "hide" and as anyone who has cats knows, locking a cat in a room without a litter box for an extended period of time is not a good thing), we were told that it would be the same crew each week (as we were a little uncomfortable with different people coming in and out of our house each week and dealing with our pets) and it was almost always different people.  It just wasn't the right service for us.  If you don't have pets or don't mind having different people in your home while you're away, I'm sure they would be fine.  Just not a good fit for our family.

A representative from the company came to the house for a free estimate, who was pleasant, professional and knowledgeable. Since then, the girls come on time, set to work immediately and the they are efficient, industrious, skillful, courteous, careful and do a wonderful job!

The experience has been okay. We are customers of theirs, and normally, it’s great. I wish they were more consistent with the cleaning teams, however. The team does change almost every time, so I’ve got a lot of different people coming in and out. There have been cleaners that have been extraordinary, but you’re not able to get the same cleanings each time. Everybody cleans differently, so I don’t get consistency every time. Our house is pretty well done; we’ve had a few cases where things could’ve been done a little better, but when I brought this up, it was taken care of.

Overall, the experience has been fantastic. They’re very thorough and I’m glad I found them. They’re a “green” company, but if ask them to use something that’s not green, like bleach, they will. They’re really easy to work with, on time, and do a rotation of the different areas of the home, so I know what’s getting extra serviced that day and I can keep up with it myself. I even recommend them to a friend. I’m really happy with them.