Not a very good experience!
Booked a deep clean through VP due to their positive reviews on another website. After speaking to Valentina and describing our needs, we felt happy to know that we were booked to have 2 people for 8 hours of cleaning. Unfortunately we did not hear back with a confirmation of the time that they would be arriving; as such, another phone call was made to her and it was as if she forgot all about us. Eventually she advised that we would instead be getting 3 cleaners for 4 hours - NOT equivalent to 2 people for 8 hours! Nor did the price change to reflect this decrease of 4 person-hours!
On the day of cleaning, the cleaners were friendly and worked quite hard. Unfortunately, the short period of time that they had showed. Many areas were not cleaned, including the hood fan in the kitchen and the surrounding area, the grout in the showers, and many areas of dust, I.e. The air intake vents on the walls. Other areas were even more dusty than before they cleaned - for instance the desk was covered in a thick film of dust which was not cleaned off after they dusted the window coverings. Other issues included some sticky stains on the kitchen floor, and a blue cleaner stain on our light grey master bedroom carpet! Furthermore, a bottle of shampoo was missing from our shower, a bottle of our own shower cleaner was missing from another shower, and a bottle of expensive facial cleanser was found to be leaking all into the lid (which must have opened during them moving it around to clean) and the surrounding area on the edge of the tub.
Overall, we were very disappointed with the disorganization around scheduling, the fact that we were then short-changed on the number of cleaning hours we were receiving, and the poor quality of the cleaning, probably related in part to the lack of time and also due to carelessness and a lack of attention to detail.
We will not be using VP cleaning services again, and would not recommend them.
- Approximate cost of services:
- $240.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Dear customer,
We are so sorry that you had such an experience with us, but we do not think you present the full circumstances here.
With Regards to scheduling, we are sorry we didn't confirm before Monday, but that weekend Valentina had a personal emergency she had to address out of the city and was unable to send you a written confirmation earlier. But she confirmed with you the service on Friday once again when you called her on Sunday. The service proceeded as scheduled with no delays.
With regards to the cleaners, 2 cleaners arrived at your location to perform a cleaning service of 8 hours, which you scheduled with us. As Valentina explained, an 8-hour service when distributed between 2 cleaners, equals a 4-hour service. In other words, if you requested an 8-hour service and Valentina sent 1 cleaner, she would work 8 hours. If Valentina sent 2 cleaners, they would work 4 hours and the service will be equivalent to 1 cleaner working 8 hours. You agreed to 2 cleaners working 4 hours!
Also, you do not mention that we talked during your service regarding extending the time with one extra hour for both ladies because the condition of your home prevented them to do a thorough deep cleaning for 4 hours. At the end, your services concluded in 5 hours with 2 cleaners.
Unfortunately, the cleaners expressed concern that your home required much more work to be cleaned spotless. They worked hard to try to remove old grease and dirt, but even 5 hours were physically impossible for them to scrub out your whole house. At the end of your service, the cleaners have informed me that you were very happy with their work, you were hugging them and explained to them that you understand that your home is in a very bad condition and that you are so grateful that they brought it to a better condition. You told them that you will schedule another service in two weeks so they can come and scrub off and clean spotless what is left. We are surprised that you never did so, instead you write a negative review here.
With regards to your bathroom cosmetics, we apologize that they have displaced or having not closed properly an item or two, but it is not a major mistake. We spoke to one of your cleaners and she told us that she had simply organized your cosmetics under the sink in your bathroom, so she can make your bathroom more tidy. Please check there.
With regards to your photos, please know that these photos are not recent. Your service was more than a week ago and it is unfair to publish photos taken after such a long time period. Even if they are from the day of your service, as we explained, even you understood that your home is not in a great condition and it needed more work.
We are very detail-oriented and we really do care deeply for our customers. We are always available and enthusiastic to discuss any matter with them. We never heard from you after the service, and it is your choice. But during the service we maintained communication and gave our best to make you happy!