Wow Cleaning Reno
Added on -, by Reviewer1894487
I hired them for a monthly service four months ago. I should have cancelled after the first time. I left with my dogs for the afternoon when the housekeepers arrived and came back briefly to pick up something from my house. The housekeeper had put both of my dogs beds on top of my bed which I had just put fresh bedding on and was now covered in dog hair (naturally). I called and asked *** to be sure this wouldn't happen again. The 2nd time they came to clean I was not thrilled with the service but didn't say anything. Month three, I came home to find that my *** tub was JUST as dirty as it was before the housekeeper got there. I text *** my concerns and she had the housekeeper come back over to re-clean the tub. I also noticed that my kitchen cabinets still had not been wiped down and my baseboards were not done. After looking at their website to be sure these services were included, I emailed *** who said cabinets were done every cleaning and baseboards every four months. I (foolishly in hindsight) gave them a fourth shot because I really liked that they were a "green" company and having been reassured by *** that they would "fix" things I wanted to give them a fair shot. Service month four just came and baseboards have still not EVER been done. Not only that..... but now my guest bathroom and bedroom had not even been TOUCHED. This time I called *** to let her know that unfortunately I would like to discontinue service and I explained why. I then said I wanted a partial refund due to the lack of work done, which I feel was more than fair considering the NUMEROUS complaints. *** text me and said she would have the housekeeper come back out. I refused because at this point I was done and no longer wanted their service. She said she would issue me a 10% refund! I let her know that was not acceptable. *** said they "guarantee" their work. I guess by "guarantee" they mean they are willing to send someone back every time until they get it right. I then asked if she was the owner to which she did not respond and only said if I wouldn't allow them to come back and finish the work that was all she was "willing" to give me. I asked again if she was the owner and if not that is who I would like to speak with. *** then said she could not give out his information but would give him my message. There are many other details (not answering my texts, last minute rescheduling of cleaning, etc.) but there are too many to list. I regrettably gave them way to many chances and would never recommend them to anyone!!!Product_Or_Service: House Cleaning Desired SettlementIdeally I would like all of my money back from the last service visit as there has been a problem with their work ALL four visits. Business Response Previous client had her first plus cleaning on Monday September 8th per her request because she is off that day. I quoted her OVER THE PHONE not knowing the condition of the home. I told her a plus cleaning would be about $148 which is just under 4 hours. We charge $38 per hour for a reoccurring client. My techs write note on the work orders and she said that her "place has clutter EVERYWHERE!! Stains and build up in the master tub, and that the place was very, very, very dusty and had lots of cobwebs" My tech even used one whole vacuum bag under her couch alone because it had so much dirt and pebbles under the cushions. My techs were there for 4 hours and 40 mins. I didn't charge her for the extra time ($177 cleaning) I cant imagine my team lead that has been with me for over 2 years would put a dog bed on a clean bed. The second time we went over there (10/7/14), after changing her cleaning day per her request, nothing was said. I quoted the client $101(2.35hrs)for a monthly service. My techs were over there for 3 hours, again, she WASN'T charged for the extra time. I asked my techs why it was taking them longer than expected, and they said that the client has things ALL over the place, and that it takes a lot more time because of it. Her bathroom was the hardest to do because she has SO many products on the counter and all those things are stuck to the counter with hairspray and other things. The third cleaning (11/4/14)my tech wasn't able to get in the home because her dogs were growling through the door, and when the tech unlocked the door and tried to get in, they really growled at her. My tech called the office, I told her to call the client. My tech called the client and got no answer. I called the client and also got no answer. I then told the tech to come back to the office. When she was on her way back to the office, the client then calls her asking her to com back later that night or another day that week. My tech said that she had to talk to the office. I called the client AGAIN, after my tech got back to the office and I sent my tech BACK OUT there. The travel time from my office and the clients house is 13 minutes (6.8 miles). My tech was there for 2.45 mins. No charge for extra time. *** then said she wasn't happy with the tub. When she was sending me these texts and calling me, she was contacting me on my personal phone and AFTER business hours. Our office hours are posted on our website which the client has visited more than once. I then sent the tech back out there for another 25 mins the next day to clean the tub. On her last cleaning (12/4/14) My techs were there for 4.40 mins and they didn't do a room because they weren't even able to get in the room because they client had piles of dog food which the techs aren't allowed to move. I had told the client that the plus items are *vacuum sofa and under cushions *wash baseboards *dust ceiling and *dust light fixtures these items are rotated out every cleaning. Her 1st cleaning (10/7/14) after the plus, fans were done. The 2nd cleaning after the plus, light fixtures were done, and the last cleaning on 12/4/14 the couches and under the cushions were done. Her January cleaning would have been the baseboards. We ask the client to pick up clutter before cleanings so that the techs can just go in the home and do the cleaning, this isn't done before my techs go in there. My techs have ALWAYS gone over time in this clients home. I guarantee our work, and she REFUSED to have me send the tech back out there. I will not refund her full amount because of all the time me techs have spent out there and I have to pay them.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The house cleaners on the first visit absolutely DID indeed put my dogs beds on my clean bed. I witnessed this with my own eyes and called *** the VERY same day and asked her to be sure they did not do this again. She apologized and said this would not happen again. Why on earth would I make this up on their very first visit no less??? My home is only 2 bedrooms and 2 baths and I am only ONE person living in the home with my two dogs so I was surprised EVERY time that the work was not completed. *** says they did not clean the guest bedroom (multiple times) because there were "piles" of dog food. While it is true that for ONE visit there was dog food spilled from a bag that was ripped while I was moving it out of the closet that I was cleaning, this does not explain why the guest bathroom was not cleaned. I also find it "laughable" that the housekeeper could not get into my house because my dogs were GROWLING at her considering she had gotten into my home every time before and went back into my home THAT SAME DAY without incident. At one point *** even left me a note apologizing for the insufficient cleaning. *** and I have exchanged numerous text messages regarding the cleaning issues, in NONE of these did she mention that I had "too much clutter" or items "everywhere". We have also had multiple conversations on the telephone unbeknownst to me that this was her private number as I was simply responding to the number she had called ME on, regarding housekeeping issues and she never once mentioned my home was "too dirty" or "cluttered" and was always apologetic. I have also recently seen there are MULTIPLE complaints VERY similar to mine online. I have attached *** and I's entire text message conversation over the last few months below and I believe the conversation speaks for itself. See below: Conversation with Wow- CleanersDate/TimeSender Number or EmailSender NameMessage11/04/2014 13:45:57 GMT-08:00***Wow- CleanersIts *** from wow. I was going to send *** back over there, but, i need to know the dogs r put away. Or do u need to reschedule?11/04/2014 18:40:58 GMT-08:00Hi ***, In the future, could you please make sure the upstairs master bathtub is really cleaned well? There is a pink (mildew) ring around the drain and also parts that needed some scrubbing in the base of the tub. I know these areas can come clean as I have done it myself many times. This particular chore is one of the main reasons I hired a housekeeper. I have a herniated disc in my back and cleaning the tub (amongst other chores) causes me quite a bit of pain. (I do not expect for the whirlpool jets to be cleaned, just the tub itself). Thank you, 11/05/2014 09:52:34 GMT-08:00***Wow- Cleaners(1/3) Hello there, sorry for the delayed response, i had left my phone here in the office. I spoke to *** this morning, she was saying that she was11/05/2014 09:52:34 GMT-08:00***Wow- Cleaners(2/3) focusing on the jets. I let her know what she needs to make sure is done. Im sorry about that, i do want to thank you for feedback.Thank u for ur business11/05/2014 09:52:35 GMT-08:00***Wow- Cleaners(3/3)11/05/2014 09:59:27 GMT-08:00***, the jets were extremely dirty. It does not appear that they were cleaned AT ALL.11/05/2014 10:02:35 GMT-08:00***Wow- CleanersOk, would u like me to send *** back out there to clean the tub again?11/05/2014 10:18:33 GMT-08:00***,I don't know. I don't want her to have to make a special trip. I also noticed last night that there was also mildew in the kitchen sink area behind the faucet. I'm not sure what all is included in service, perhaps I am expecting too much???11/05/2014 10:23:02 GMT-08:00***Wow- CleanersNo, ur not expecting to much. I will have her go back over there once she is done with what shes doing now.11/05/2014 10:37:36 GMT-08:00***Wow- CleanersWas there anything else? We really want u happy with every cleaning. Sorry if this is an inconvenience.11/05/2014 10:53:33 GMT-08:00My dogs are inside, I don't know that she'll be able to go in (yesterday they wouldn't let her in). Do I need to supply cleaning rags?11/05/201***Wow-No, u don't need to supply anything.4 11:33:52 GMT-08:00***Cleaners11/05/2014 11:34:26 GMT-08:00***Wow- CleanersShes stopping by now to grab the key, if she can get in, ill have her go over those things again.11/05/2014 11:49:17 GMT-08:00***Wow- CleanersShe headed over there now. Im sorry about all this.11/05/2014 14:24:25 GMT-08:00That's ok. I just got back to my desk and got your msgs. I hope she was able to get in alright.11/05/2014 14:34:11 GMT-08:00***Wow- CleanersYeah, she got in11/05/2014 14:51:50 GMT-08:00Thank you for following up on this. I do appreciate it and I really hope I haven't gotten anyone in trouble. I thought it better to try and fix things rather than just discontinue service. I know it is no easy job that you all do.11/05/2014 18:02:48 GMT-08:00***Wow- Cleaners(2/2) it as learning. *** said she got out what she could and would work on it in time. Thanx again for ur business11/05/2014 18:02:48 GMT-08:00***Wow- Cleaners(1/2) Yeah, i do appreciate the feedback, we dont know anything is wrong unless u let us know. Please dont ever think about getting anyone in trouble, we take12/02/2014 16:22:18 GMT-08:00***Wow- Cleaners(1/2) Hello ***, its *** from wow. *** is going to habe to take day off tomorrow. She can make it out there on thurs, or, i can send the other girl that12/02/2014 16:22:24 GMT-08:00***Wow- Cleaners(2/2) has been out there but can't get her out in the morning12/02/2014 16:23:16 GMT-08:00Thursday should be fine :)12/02/2014 16:24:00 GMT-08:00***Wow- CleanersOk, im sorry for any inconvenience. Thanks for being so flexible. Have a great night12/02/2014 16:24:20 GMT-08:00No problem. You too12/04/2014 13:49:17 GMT-08:00Hi ***, How's ***? Was she able to get to the house today? 12/05/2014 09:41:24 GMT-08:00***Wow- Cleaners(1/2) Im real sorry to hear that u are still unhappy with service and want to cancel. I havent had a chance to talj to the team that went over there, but, i12/05/2014 09:41:30***Wow- Cleaners(2/2) can send them back out there and do the bathroom and bedroom then leave ur key there at the house.GMT-08:0012/05/2014 09:51:17 GMT-08:00I would just rather have a partial refund and make arrangements to pick up my key.12/05/2014 10:02:37 GMT-08:00***Wow- CleanersOk, i will give a 10% discount. And u can either come by office to get the key or i can send by mail.12/05/2014 10:12:15 GMT-08:0010% is not acceptable. Are you the owner?12/05/2014 10:16:13 GMT-08:00***Wow- Cleaners we guarantee our work. If u are refusing to let me send the techs back over there, then thats all im willing to give as a discount.12/05/2014 11:14:03 GMT-08:00Again, are you the owner? If not I would like to speak with the owner.12/05/2014 15:51:35 GMT-08:00***Wow- Cleaners im not the owner of the company. I will send along ur message in an email to the owner, but im not to give out any of his info.12/05/2014 15:58:45 GMT-08:00That is fine. I will expect to hear back from him soon.Final Business Response The client wants reimbursement for work that was completed. As I stated in my previous posting, our cleaning techs went over their allotted time on each visit to her house. We did not charge for the extra time. I was more than happy to work with the client, as evidenced by the textual correspondence she provided. Her particular complaints were addressed by sending the cleaning tech back to her residence to fix the issue missed. It was clear we needed more time to complete the cleaning for her residence, however based on the man-hours we spent there, at the price she was charged, I see no reason to reimburse her further. A cluttered household severely undermines the productivity of our cleaning techs in a given time period. We clean homes, but our service does not include picking up, reordering, or otherwise altering personal items or trash that is left strewn about a residence. Most of our clients have the courtesy to do a spot-clean before service, which allows us to focus on the larger more pertinent areas of the home. This was obviously a discrepancy the client did not consider, but to complain about the state of the residence after leaving it for us in a messy state is unreasonable. After corresponding with the client, mind you on my personal cell phone after business hours, and attempting to make the service work to her specifications by sending our cleaning techs back to her residence to fix areas of concern, she decided to discontinue service. In retrospect, the client and myself should have worked out a more feasible price and time frame for the cleaning service, however neither of us got to that point. The debate should go no further than that. I will not reimburse her any further than the 10% I originally offered.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The client wants reimbursement for work that was NOT DONE, work that repeatedly took MULTIPLE visits to complete, and was ONLY completed after I took MY personal time to call and let her know my concerns. *** seems stuck on the fact that she spoke to or text me on her personal phone??? This is how she contacted ME, otherwise I would not have her personal number would I? What she does not recognize is that I (the client PAYING) had to take time out of my day to address these concerns for services that were supposed to make my life EASIER. Not only that, I specifically stated that I wanted to "give them a chance" (REGRETTABLY more THAN once because I liked that they were a "green" company, and that is the ONLY reason). Not cleaning an entire bathroom (ONE of only two) of an only 1400 sq. ft.,two bedroom - two bathroom home and falling short virtually EVERY visit, not to mention my personal time spent in bringing repeated concerns to ***, does not add up to 10%. It is also ridiculous that she considers multiple REPEAT visits to complete work a "job well done". I stand by what I have previously stated: It was ***'s responsibility as the Manager to go out and assess the situation INITIALLY. It is NOT my fault (which it seems even SHE admits in her rebuttal) that she did a "site unseen" estimate. In addition to that, IF and when her employees reported that my home was too "cluttered" or too "messy" for the amount they were charging (yet oddly enough ANA left a letter of apology for unsatisfactory service!), then AT THAT TIME she should have come out and assessed the situation HERSELF. Had she done so, she would have seen personal papers, beauty products, and knick knacks, NOT TRASH. She also could have informed me to remove my personal counter top items so they may get the cleaning done in the time allotted. SHE DID NOT. In fact when I asked if I was expecting TOO much, I was actually told that NO I was NOT. In her rebuttal she goes on to say "service does not include picking up ,reordering, or otherwise altering personal items (they DID in fact move my counter top PERSONAL items, so she is already going back on her own policy), or trash that is left strewn about a residence(there was NO TRASH other than that in the GARBAGE CANS) and YES, they did move my dog beds (more personal items) and put them on top of MY BED. Her employees seemed to have PLENTY of time to fold my washcloths and toilet paper roll, arrange my shampoo bottles, and leave me a letter of APOLOGY. They somehow had time to do these meaningless and non-helpful "re-ordering and altering of personal items" but didn't "have time" to actually CLEAN. To expect clients to have the "courtesy" to "spot-clean" their house (essentially cleaning before the CLEANING company comes) is LAUGHABLE.