Sparkle and Shine Cleaning Reviews (%countItem)
Sparkle and Shine Cleaning Rating
Address: Mt.Ida Dr, Vernon, British Columbia, Canada, V1B 4A8
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I scheduled a full clean with Sparkle and shine a month ago, and I am still in the middle of trying to either receive the service I paid for or have my money refunded.
The cleaner who came to my home did a TERRIBLE job! She left things dirtier than she found them in many cases, for example, all of my sinks and bathtubs had a strange gritty residue in them, and I had to wash every single cabinet because there were streaks of something white and sticky all over them. Not to mention she just plain didn't clean other things, for example, the floors in my dining room or the entire laundry room. I spoke to Michelle, the owner, the same day over *** and she seemed skeptical at first, but when I showed her photos of what my home looked like (after a 6-hour "cleaning") she was shocked at how poorly the cleaner had done and was apologetic (or so it seemed). The next day we spoke on the phone and she promised me that she would be sending the cleaner back to do a complete clean, along with a second cleaner to act as a coach in order to ensure that the job was done properly, sounds great right? Well, fast forward to two weeks later when I'm trying to book my service and suddenly she isn't willing to make good on ANY of the promises she made. She won't send anyone other than the original cleaner, she isn't willing to give me a full clean, and tells me that the original cleaner will only come in for 2.5 hours and that I should quote -"pick a few things or areas you would like her to focus on so they can be cleaned thoroughly." I don't think I should have to pick and choose what I want to be done "thoroughly" as I have already paid 35$ an hour + travel for her to just do the entire job thoroughly in the first place. I told Michelle that I wasn't confident the issue was going to be resolved in that time frame or by that cleaner and that I wanted her to provide what she had originally promised; she told me she would look into it and get back to me and then I didn't hear from her for a week.
I tried sending Michelle another message, which went unanswered, so I called and finally spoke with her on the phone. I asked her to simply refund me the cost of the service minus the additional fee for travel, which she outright refused to do because quote - "*** name removed *** did spend the time there that you paid for." even though she did a terrible job and Michelle (the owner) admitted that she had done a terrible job; even going as far as to say quote- "I have no idea what happened here but it is not passable and definitely not even close to my standards."
She then BLOCKED me on *** so that I can't even respond to her last message or leave a review on her business page, and she is refusing to return my calls. Throughout this fiasco, I have been polite, but firm and she has no reason to resort to this kind of grossly unprofessional behavior. I hope that this will serve as a cautionary tale to others. Not only am I currently out $245.00, but my house never actually got clean
Hello, We did in fact do a clean for this client on the date indicated. She scheduled a certain amount of time for us to come and clean and mentioned that her house had not been cleaned in a long time and would require a decent amount of time to complete. When the cleaner arrived, she went straight to work cleaning. The client left for a brief amount of time to the bank and when she came back she used the kitchen to prepare food and fed her child in the dining room. This was after the cleaner had cleaned these rooms. There was not enough time to go back and clean these areas or complete the rest of the house in the amount of time scheduled. When the cleaner left, the client was home and did not seem to have a problem with the clean that was done. I received a call later that night from the client saying a few things were missed. I offered to go back the next day to get what was missed (even though it was a time based clean vs. project based). She said that day wouldn't work for her. I said we would extend our policy for her and go back when would work for her in the coming week or two (our policy is 48 hours to go back and fix anything that was missed). I did not hear back from the client for a few weeks, when she asked for her money back instead. I explained that this is not our policy and that our agreement was that we would go back in a re clean a week following the original clean. I again offered to extend our policy for her and go back, even though it has been a month since being there. She became very upset and again asked for her money. The evening after our conversation she bad mouthed myself, the cleaner, and my company on public on line forums. She then left and had her friends leave very negative reviews on ***. She continues to send me messages and it is starting to feel more like harassment than a complaint.
In closing, I feel we did our best to resolve this complaint, including extending our policy for her, twice. She was unwilling to let us go back and resolve the issue and at this point, we don't feel comfortable being in her home.
Complaint: ***
I am rejecting this response because:
When I booked this service I was under the impression that I
was booking a full cleaning for my home, with the understanding that it would
take up to six hours. I personally estimated that it would take between three
and five hours, having been a residential cleaner myself. When the cleaner arrived, she did not actually go straight to work, but
introduced herself to my daughter and dog before I showed her through the house,
explained what I wanted in each room, and indicated which of the rooms I wanted
her to clean, and which could be ignored. This took about 15 minutes all
together.After I went to the ATM I used the kitchen to slice and
butter a piece of banana bread, and pour a glass of milk for my daughter. My
daughter then refused to eat or drink either of these things, and I sat alone
at the table to eat that piece of banana bread. I’m fairly certain that I did
not make a mess of either room during the process.I did not actually call the owner later that night, but did
send her a message via *** listing the many things that were missed
and the many things that were done poorly including but not limited to:-Kitchen cabinets were all covered in streaks of something
white and sticky; Bathroom cabinets were
the same.-The dining room floor had a full dustpan of debris left
under the kitchen table (Even if I had made a mess of that room after it had
been cleaned, I don’t think it would be possible to make that much dust, not to
mention I swept up a dried chow mien noodle from earlier that week.)-All sinks,( bathroom and kitchen) had a gritty residue in
them.-Floors throughout the house had missed areas, sticky spots
and sometimes footprints (which were there when the cleaner arrived)-The laundry room was left completely untouched.-Several walls had gunk left on them where the cleaner had
not wiped them, as well as drip marks where she had cleaned them.-Many window ledges were left covered in dust.-Most of the light switches were left untouched and dusty.When the cleaner had been here for the allotted six hours,
she came and told me she was finished and asked if there was anything else I
wanted her to do. Being that the time was up, I declined and thanked her for
coming on such short notice; I was especially grateful because we had just had
a sudden death in the family and I was getting some unexpected guests the
following day. Once I had some time to go look around at my home all of the
things that were not done, and/or not done well, started to really jump out at
me; which is when I sent the message to the owner detailing my complaints. The
owner asked me to send photos and when I did she responded with this (a copy
and paste from our *** conversation)***She offered to have the original cleaner come back the
following day, but I explained that I was picking up my family at the airport
that day Monday January 13, 2020 and that they would be staying with me through
the end of that week. I did not think it would be appropriate to have someone
coming in to clean while having a house full of mourners.At that point I felt confident that she was going to make
things right, and told her not to worry herself that night, and that she could
call me the following day. When we spoke the following day she offered to have a
different cleaner come in to act as a coach along with the original cleaner and
completely re-do the clean at a date of my choosing, she specifically told me
not to worry about the timing even when I suggested a couple of weeks. I was
not at any point advised of a policy stating that they would only come back in
the 48 hours following a subpar clean.It was precisely thirteen days later when I asked about a
time that would work for their schedule in the upcoming week or so, not
actually “a few weeks” and at that point I absolutely did NOT ask for my money
back. At that point the owner told me that there would not be a
second cleaner to coach the person who had originally come to my home, and that
they would not be re-doing the full clean as she had promised but simply coming
in for 2.5 hours and she said “I would suggest that you pick a few things or
areas you would like her to focus on so they can be cleaned thoroughly. She
will have 2.5 hours there.” Once again I was not informed of any policy nor had
there been any conversation about a re clean in a week. I told her that I was
not okay with this as a resolution and that I wanted everything that was done
poorly or not at all to be addressed fully and well. I didn't arrange to pay
for her employee to come in and do things halfway in the first place, and was
not confident that she would to be able to meet my expectations; especially
with a 2.5-hour time limit, considering the fact that she took six hours to do
a mediocre job the first time around. The owners response to that was “I’ll see
what I can do and get back to you.”A week later I still hadn’t heard anything back from the
owner and it was at this point and ONLY at this point that I asked for a
refund. I asked that she refund me the cost of the clean minus the cost of
travel as I had received terrible service and nothing had been done on her part
to rectify the situation. She flat out refused to refund me anything because the
cleaner had spent the time allotted at my home and she believed that there just
wasn’t enough time to get to everything I wanted. She said that she knew I was
not going to be happy but that she felt justified in her decision, and when I
replied that this was unacceptable she blocked me and refused to answer or
return my phone call.That evening I wrote an honest and detailed review of my experience
with this company and owner, which I shared on ***, and a local forum
for reviews. Because I had been blocked on her *** Business page I asked
my friend to post the review there for me with the disclaimer that my friend
had not in fact used this company but was only posting the review on my behalf.
I did not have my friends leave reviews claiming to have used this service
(which I feel is implied by the owners comment that had my friends leave
negative reviews of her business.) I did not speak about the owner personally
at any point, and the only time I spoke about the cleaner personally, was directly
to the cleaner herself when she commented on my review on the local forum. I did
not “bad mouth” anyone.I have not continued to send her messages outside of a
single message telling her that I would be reporting her to the Revdex.com.In closing I don’t believe that they’ve done their best to
resolve the situation. We had come to an agreement on a resolution the day
after the original service, and when I asked the owner to make good on her
promise she reneged, offered me something that would not actually address my
problem, and then refused to give me a refund when I was not satisfied with
that.I did not call her and ask if she could send someone to my
home and complete as much as possible in six hours, I called her and asked if
she could come and clean my home in up to six hours. I paid good money for a
service, and I did not receive that service.Moving forward I don’t believe that they would do a good job
even were I to allow them to re-clean my home, and so I do not see a resolution
other than having my money refunded to me.
I can also provide screen shots of the complete conversation over *** if that is required.
Sincerely