EcoPure Home Cleaning Service

Awful. No idea what customer service means and frankly, no idea how to run a business. Be warned - stay away. SYNOPSIS: Our experience with EcoPure has been sub-par and frustrating from the beginning. Boris Ostrovsky thinks he is running a smooth, sophisticated and client-centric operation. He wouldn't know one of those if it bit him on the ***. DETAILS: We have had EcoPure Services for ~6 months. The most positive experience was Boris' first walk-though of our apartment when he was on time and focused on winning new business. From the moment of signing up, however, all down hill. On the very first visit, material damage was done to a wall in the apartment with the Rainbow cleaner. Boris' immediate instinct was to argue with me and suggest that the damage had been caused by us. While he ultimately arranged for building maintenance to fix it, this left a bad taste. All the while, he was pushing a line of taking good care of our home and belongings. Next came the notification system. Ahead of every visit I would get repeated texts changing the cleaning time, while in parallel receiving emails confirming totally different times, none of which were the same as the time that was actually booked. It took three outreaches to Boris over a couple of months to get this fixed. The cleaning crew are generally very nice and well-presented. However the business model incents them to get in and get out of your apartment as soon as possible, since you are paying a fixed price each week. Rather than looking for additional things to do if there is time - or taking more time with the basic tasks - the cleaning definitely became much more cursory. There are meant to be 2 people working our apartment for 2 hours - on at least one occasion when I was home, the second person was 45 minutes late and time was not made up. The topper was yesterday when I received this email from Boris: "Hello - as you might have noticed we had an unfortunate incident this morning where we accidentally broke your blue candle holder. While it was likely not very expensive, we take responsibility and great care for all of your belongings. " What was broken in fact belonged to my partner's deceased mother and had tremendous sentimental value. It is irreplaceable and my partner is extremely upset. Accidents happen and things get broken - I get it. But who puts in an email to a client that they think something broken "was likely not very expensive"? How insulting is that, irrespective of what the item cost?