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"They quoted one price and charged me another. Then they didn't get the stains out. Now I have to rent a steam cleaner."

"I was first quoted $260 for my four bedroom two bathroom house for a standard cleaning, and $340 for a deep clean. Then I asked for quote for a standard clean of just two bedrooms two bathrooms, kitchen and living room, “about $165”. The day of my cleaning we decided to go with the two bedroom two bathroom standard clean option because the other rooms in my house don’t get used as much. My charge ended up being $325 -I feel like I wasted at least $200 of it. Contessa did an excellent job in my master bedroom and master bathroom, however things we’re missed in every other room in the house, and my kitchen was barely cleaned at all. Contessa highlighted the excellently cleaned areas when they finished and I paid them without question assuming that all the other areas were cleaned as excellently, (although very disappointed with the enormous increase in price). Soon after they left on a Friday evening, I began to realize that most of the house was not cleaned well at all, and notified Contessa immediately. She told me they could come Monday, but she had two houses to clean first, or she would give a $50 refund. A $50 refund was totally unacceptable to me considering the overall charge. I made sure that I was home all Monday afternoon, and told Contessa so, she told me that it may be late by the time they come over. I tried to contact her several times through Monday evening and did not get a response until after 8 PM saying that they were still working on their last house. I told her I’d be available first thing the next day, she said that she already had somewhere to be, so I asked when she could come and told I was very flexible and mostly available over the next couple of days. I did not get a response. So now in addition to my house being poorly cleaned overall I also wasted an entire afternoon and evening waiting for them to come, not to mention the time I had to waste checking behind them and sending photos to her to show her what was missed. The service contract states that she charges $50 per person, per hour, if the house takes longer to clean than expected/quoted they charge accordingly. When I agreed to her service contract I did not realize that the “persons cleaning” would not be fully trained adults- my house was cleaned by her and two teenage daughters. In her own words the excuse for the kitchen is she is still training her youngest daughter. I requested a $100 refund as I feel like that is reasonable -not only for everything that was missed, but for all the trouble afterwards, and she refused saying she would only send a $50 refund. At this point I have way more time invested in it than I’ve spent money and I’ll clean my kitchen and all the other things missed myself versus waiting around for it to be a priority to her. So I accepted her $50 refund which she sent immediately, however I am far from satisfied. I feel like I have been strung along because she already had my payment in full and I would never recommend her service to anyone- mainly for that reason. Check Google review to see cleaners response."

"We initially hired R&R for laundry services (for our home). We were happy with Sable's laundry services and decided to use R&R for full cleaning services. We weren't home for our first cleaning, but we left notes detailing what did and did not need to be cleaned. We also labeled our doors and cabinets (and, notably, it wasn't Sable's first time at the the house). We when got home, I couldn't tell if the cleaners had come or not. At first glance, it didn't appear that they had. The floors hadn't been swept, dishes weren’t put away, and the downstairs bathroom wasn't cleaned. I went upstairs and the only rooms that appeared to have been cleaned were the master bath and bedroom. Simply put: it barely looked like cleaners came at all --much less that the house had been professionally cleaned. I reached out to the owner, Terry, to provide him with feedback about the cleaning and to show him pictures of the unswept floors and uncleaned bathrooms. His response was that since we weren't there, the cleaners didn't know what to do. (It seems obvious that they should have at least cleaned the bathrooms and swept the floors). I would have expected an apology or offer to come back and complete the job; instead, I was blamed for the cleaners not cleaning. I told Terry that I left notes (with my contact info) and that someone could have at least called me for further instructions if they were unsure. I also told him that if he didn’t know what to do, he should have rescheduled rather than not complete the job. He did not respond. I told Terry we would love to have them back to go over everything with them, but of course we weren't going to pay full price for the unfinished job. Again, not even the minimum of cleaning the toilets and sweeping the floors were done. Terry didn't respond to that message, either. Given that Terry (1) didn't take any responsibility for the unfinished cleaning - which, he admitted they didn't do because they "didn't know what to do" and (2) didn't provide ANY level of professional that I would expect from someone that I let into my home, I told Terry to remove us from his cleaning schedule. He responded "will do" and immediately invoiced us for full price cleaning services. In response, I told Terry that we would pay for the laundry and for cleaning the master bedroom (apparently they made the bed) but that I wasn't paying for full cleaning services because I didn't receive full cleaning services. Terry responded - "No way, I'll send it to my lawyer. They will put a lien on your home." (Text messages attached). I'm sure Terry didn't realize, but I am a lawyer and this threat got him (and will get him) no where. In summary: (1) Terry's cleaners didn't clean our house because they "didn't know what to do" (even though I left notes and they could have called for further instruction, but did not); (2) Poor customer service; (3) invoiced at full price for partial services (4) threatened to sue us. **EDIT: we chose this Company based on the high number of great reviews. We were disappointed and surprised that we did not have the same great experience."