Calgary Trusted Cleaners Residential

I really thought about writing this review because I did receive an apology from the owner after the incidents, but have decided to anyways.
I have used Calgary Trusted Cleaners for about 1.5 years now but recently experienced some problems. The website has a checklist of the items they clean, and over time I had noticed that sometimes small items were missed, but I didnt fuss it or say anything, wasnt a big deal. I did notice that regardless of the size of my home (I moved midway through the 1.5 years but kept the cleaning contract) or how clean or how dirty it was, if I included the basement or not, the cleaning time (as documented by my security system) was always between 50 to 60 minutes.

On Jan 31, 2020 I came home after work on the cleaning day (cleaning at noon home by 5pm) I noticed a few things not clean and decided to do a full investigation. I took 15 videos (and emailed tot he company) of the uncleaned areas by showing a brand new paper towel, spraying windex, quickly wiping the area, and then showing the dirty brown paper towel. Some of the uncleaned areas were - toothpaste splashes still in the sink, chrome fixtures in kitchen and bathrooms with water marks, shower still had hair and dirt on the shower floor, glass in shower with water marks, floors next to toilets were so dirty I dont think they have ever been washed, shower shelves untouched, and more (note that the pictures show the clean paper towel before I wiped, and dirty paper towel after). I sent these emails on Jan 31, didnt hear back so emailed again on Feb 3, didnt hear back so emailed again on Feb 4. Heard back on Feb 4 with the response "I see that the issues were in the shower , we will discount $20, I guess the cleaner didnt check her parents work". My response was "the dirty areas extended to much more than the "shower area", and if this is the level cleaning I got for this clean, then I am wondering if all the previous cleans were the same, especially considering how dirty the floors near the toilets were". Thier response - "Ok, we wont charge you for the clean but the company is no long putting efforts into residential clean so we thank you for your business but wont be providing service to you anymore" dated Feb 5. I checked the website and there was no information regarding the companies change from residential cleaning to only commercial cleaning and emailed the company on Feb 5 stated as much. No response, so I emailed again on Feb 7. No response. So I emailed again on Feb 11 saying that since I was not getting a response that I wanted to be put in touch with a manager. I got a phone call from the owner/manager within the hour.
The gentlemen on the phone was extremely polite and very apologetic for the issues I had experienced, we chatted for about an hour and I really appreciated the time he took to talk to me. He mentioned that as a company they were not making much money on residential cleaning and were thinking of not doing it anymore (I paid $187 for a 1 hour clean by two people on a 3 week frequency). I mentioned that it sounded very convenient that the first time I ever complain about the service the response is "we are not going to provide service to you anymore Nicole, but its not because you complained, its because we arent doing residential cleaning as much because we dont make enough money on it".

So without being able to know the true reasons why I was not able to retain the cleaning services, there are only a few available reasons, and a summary of the company and those reasons is this;

1. Calgary Trusted Cleaners is not interested in residential cleaning - so if you are a homeowner looking for a cleaning company, this one isnt for you
2. Calgary Trusted Cleaners will discontinue your cleaning contract if you complain about the service, regardless that you have 15 videos of proof
3. Calgary Trusted Cleaners will not respond promptly to your emails if they are regarding a problem
4. Calgary Trusted Cleaners does not always clean as per their own checklist
5. Calgary Trusted Cleaners will spend only an allotted amount of time cleaning your house (mine was 50 to 60 minutes) regardless of the size or cleanliness/dirtiness level of your house
6. I did receive a full refund for the last cleaning service I had
7. I received a very nice and sincere apology from the owner

But at the end of the day, I paid for a service (as defined by the checklist) that I didnt get, and my service was discontinued as soon as I brought that issue to the companies attention.