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AspenClean

422 Richards St, Vancouver, British Columbia, Canada, V6B 2Z4

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AspenClean Reviews (%countItem)

My mom used AspenClean for several years. As her dementia worsened, she was less able to do her own laundry, so as a result we requested that AspenClean staff launder her sheets monthly. Sometimes she asked them not to wash her sheets, which is not uncommon for folks with dementia. A few weeks ago, we received a phone call from the cleaners saying that our mom was "not allowing them" them to wash her sheets, so they didn't launder them. This was appalling to us given our mom was in the hospital at this time after a bad fall a few days prior. We were very disturbed by this, and phoned the company about 5 days after the incident to share our grievances, giving them an opportunity to make it right. In addition to them questioning why it took me so long to call with the complaint (I was preoccupied with a sick mother in the hospital), they said they would have the Operations Manager call me the next day. This never happened. Instead, I received a call from the Client Services manager (or title closely matched), and she made up a story about what happened as some kind of justification.

AspenClean Response • Nov 27, 2018

Hi ***,

I would like to clarify a few points in your review. Firstly, we did initially believe that your mom was there, but as we discussed on the phone, this was due to a misunderstanding between myself and my Team Leader, for whom English is not his first language. This is a simple misunderstanding due to language.

Regardless, you advised us not to change the bed sheets as you said a private housekeeper had done them recently (The team informed me that the bed looked made).

At the end of the day, the service was provided as normal, except for the bedding that was already made.

Kind regards,
Niall H
Operations Manager
AspenClean

Customer Response • Dec 05, 2018

I have spoken to Niall, and he clarified the misunderstanding was on his part, and has agreed to reimburse for the service. We are pleased with his acknowledgement and action to address the concern. Thank you Niall.

The team spent 2-2.5 hours cleaning 1 kitchen and 2 bathrooms, the result is that kitchen is 50% done, the other half of kitchen was not cleaned AT ALL. 1 bathroom was still left with spider web on the wall corner, and dust on the window counter. They spent another 0.5 - 1 hour for another bathroom and kitchen. so overall, places like walls, moulding, light cover, bathroom floor, bathroom counter, bathroom mirror, shower room were either not cleaned or still in poor condition. The team did a terrible job with an adequate timeframe. ( I told them they can stay longer if they need). A the end of inspection, I clearly told the team lead all the problems and he agreed with me.

During my phone call with your staff, I made it very clear I do not want refund. All I need is to have another cleaning team to redo areas where I am not satisfied with. In fact, the second team showed up clearly indicated "the room doesn't look like being cleaned, this is not aspencleaning standard". The major reason for me to choose your company is your 100% satisfaction guaranteed, where your company clearly indicates "Simply contact us within 24 hours of your service if you are not completely satisfied with your clean. We will send our team back to re-clean the areas you disatisfied with free of charge". I followed your instruction, however, the lady I spoke with only agreed to provide a 30mins session and I have to pay anytime beyond 30mins which apparently contradicts to your company's promise.

The company is a total scam

AspenClean Response • May 16, 2018

Initial Business Response /(1000, 5, 2018/03/28) */
Hello: The client used our service once, on *** (8 months ago) . It's our policy to offer a re-do, in case of client's dissatisfaction. In rare circumstances when a re-do cannot be performed, we offer a discount. The client's invoice was credited with 20% discount. We had no correspondence from this client since the invoice was credited on *** Please let me know if you'd like to discuss it further. Thank you, ***

Initial Consumer Rebuttal /(3000, 7, 2018/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for pointing it out you refunded 20% of the total fee, I would like to know why you cannot offer re-do. I already made my point really clear that I do not want any money back, I want redo as promised on your website where it clearly indicates "If you're not 100% satisfied with your service, contact us within 24 hours of your service and we'll re-clean your home at no extra charge."

Like I mentioned before, I was not satisfied with your service, and Aspen clean refused to offer re-do service. I emailed to aspen clean a few times regarding this incident, and Aspen clean never replied my emails, the last email I sent was dated***. I do not know the *** website till recently.

So again, I insisted on a redo service with my 100% satisfaction. if you cannot offer a redo service, please tell me why, including why you cannot offer redo at the beginning.

Final Business Response /(4000, 9, 2018/04/16) */
My apologies for your dissatisfaction with our service. Since a re-do 9 months, after the cleaning would not be feasible, I would like to offer you an additional 10% off of the original bill to resolve this issue. I could also extend an offer of 10% discount on your next clean, if you chose to use our services again. I can assure you that it is our policy to re-do the areas missed. Again, my sincere apologies for this.

Final Consumer Response /(4200, 11, 2018/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your offer, but please be understand that it is Aspen clean's fault that costs such a long delay, as a customer, I should not be hold accountable for anything, also I emailed Aspenclean as well, but did not receive any response either. Thus, I still asking for a redo service, and in return last time you guys did a two kitchen ,I will waive the basement kitchen this time.

If I can give them zero stars I will. Once they have taken your money, good luck. They have no respect for people's time and the attitude they give you is incredible.
I work in Asia right now and I have to get up early or stay up late at night to try to call. I have tried to talk to them for 2 and a half week and I ended up getting an email from the operating manager Niall H giving me a 1 liner asking if I'd book another appointment.

1) It was really frustrating that the original appointment was not even scheduled properly even though I received an email confirmation of the arriving window around 11am. I had to fly out that night, so I called, and they did eventually got someone to come in at 4:20pm

2) I signed up for the extra service for sheets washing, but because there was no instructions for the sheets, I didn't know I was supposed to do anything for it, so when I asked the ladies when I did the walk around afterward, one of them told me nothing was done for the sheets because I didn't leave them out or something. So this item shouldn't be charged then if it wasn't even done

3) I'm not satisfied with the quality of the cleaning. I really didn't have time to do a detail walk around but when I ran my hands on the bathroom counters, my fingers were full of dust and everything else. When I asked the ladies if they have clean the bathroom countertop, and move the few items on there to clean the surfaces, they said yes. I said they are still dirty, and one of the ladies said it was the silicon stuck on the counters, there was nothing more she can do. But it was quite obvious that the countertops need some work when there was hair and dust that I can see, and collect when I ran my hands on them, and a dried out contact lens that I left there was still there. I brought them up to the bathrooms and ran my hands on the surface, pointed out the areas, and they got the spray and wiped the counters again. The girl who told me there's nothing more she can do has such a vile attitude. I have to fly out of the country and I really don't have the time to walk through everything and ask the ladies to redo everything. This is unacceptable for a professional cleaning service, and I don't appreciate the vile attitude at all when I raise the concern over the quality of work. I already spent quite a bit of time to call to get my appointment fixed up, though the man I talked to on the phone was pleasant and apologized and took up the responsibility for the scheduling screwed up. I can't stand around for 2 hours to micro manage the cleaning, and I put my faith in them to do it as professionals. It's not only disappointing, but insulting to be subjected to this kind of disorganization and attitude from the booking process all the way through to the actual cleaning process, not to mention after the fact that various individual have the same attitude in that organization

When I got the quote, I was quoted the cleaning will be 2 hours and 20 mins and then because the cleaning wasn't scheduled properly, and you have arranged someone to come in after 4, but for 2 hours. I'm not sure how you estimated the time, but if things are not done properly, or done at all within the time you have quoted me as a paying customer, this is unacceptable.

The cherry on top was finally after 2 and half week I finally got an E-mail from the operating manager Niall H saying "Please accept my apologies for the delayed response. Did you want to book another cleaning with us? Just let me know and I can arrange."

I called him and said it wouldn't be an option to book another appointment because I'm out of town for work for months, and I want a refund. He said that's not something he can do, thanks for your feedback sorry to bother you, and he put his phone down. There was no more respond on the other end of the line no matter how many "hello? Are you still on the phone?" I have said. An operating manager with attitude like this, I hate to say it, that tells you how well they'd ever treat the customers. Once they get your money that's it, you are nothing.

AspenClean Response • Mar 26, 2018

Final Consumer Response /(2000, 6, 2018/03/23) */
Complaint resolved:

COO & Co-Owner Chris S was in contact. After the call, he sent out an E-mail regarding the conversation and offered a 50% refund back to my creditcard. I feel that a 50% refund is fair, and the refund was received.

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Address: 422 Richards St, Vancouver, British Columbia, Canada, V6B 2Z4

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This website was reported to be associated with AspenClean.


This website was reported to be associated with AspenClean.


This website was reported to be associated with AspenClean.



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