Extremely disappointed. Was given a $50 gift card as a present. That's enough for 2 hours at a special rate because it was also a referral.
The cleaning lady (Nelly) came over and was instructed to focus on the downstairs (dining room, kitchen, living room, 1 bathroom) as we were having a dinner party that night. If there was any more time, she could do upstairs. I gave clear instructions on how to use the Miele vacuum and demonstrated how to use it. I could tell that things weren't going to go well, because as I was leaving for work, I saw Nelly dusting the top of the TV!
When my wife came home, the dining room floor was not cleaned and was visibly dirty (we have 2 children, which makes it very obvious when cleaning has NOT been done). It looked like the carpets had been vacuumed but the one bathroom downstairs had been poorly done. The kitchen counters were dirty. In fact, there was very little evidence that she had been there. In contrast to when we have had any other cleaning person come over: you know they've been there because everything is clean.
To top it off the vacuum was broken! The power brush/power bar was stuck in the upright position which made it unusable, and the mechanical foot activated pedal to lower it from the upright position did not work. Also the power brush would no longer turn on at all. We were extremely disappointed that they never informed us that they had broken the vacuum. It had to be taken in for repair which took 2 weeks, and luckily they covered it under warranty, even though technically this type of damage (ie. misuse) is not covered.
The worst thing was their response:
-When we told the owner Pauline that the floors were not done and the bathroom done poorly, Pauline's response was that they only had 2 hours. We were aware they only had 2 hours (that's what we were paying for), and this is exactly why we told them to only focus on dining room, living room, 1 bathroom, and that we were having a diner party. Apparently, "for a home cleaning we need at least 4 hours to do a really good job including steam mopping and deep cleaning." Cleaning the floor, vacuuming one room, and cleaning one bathroom should take less than two hours.
-When we informed Pauline that the vacuum was broken, Pauline said "Nelly mentioned that your vacuum was not in good shape.thanks." Wow, so Nelly's version of events is that it was broken to begin. Or that's her way of letting Pauline know she broke it. Wow.
They did offer to redo the service at no charge, but after they did almost nothing the first time, failed to own up to their mistakes and went on the defensive, broke our vacuum and didn't own up to it--NO THANKS.