I would like to start off by saying that our condo is clean and that they were thorough. The staff were nice and we felt comfortable having them in our home. My problem involves clearly outlining pricing and service.
I booked Tamara to come for a post-construction condo cleaning, under 700 square feet (we renovated our one bathroom but dust was in rest of the condo). I had shopped around for this service as we did not want to spend a lot and Tamara had quoted me at $30 per hour with cleaning products. As she was one of the only services that quoted at an hourly rate I thought she would be perfect and that is the primary reason I chose her service. In order to make things efficient, as we really just wanted to have someone pay attention to the things we don't normally pay attention to in our condo (e.g. dust on the walls) for 2-3 hours, we did a lot of cleaning in advance (e.g. took all the plastic sheeting down covering most surfaces, dusted at a high level, wiped down major surfaces, even moped and vacuumed). We figured that way the person could come in and do 2-3 hours of work and whatever they got done they got done and we'd be happy.
Tamara did not inform me that the cost was $30 per hour per person, or that she would be sending two people. I was at work and my boyfriend was there the day of. She charged him $180 for the 3 hours that the two staff were there. As he was not the one in primary communication I came home and he said that going forward we don't need two people for three hours at that cost. I was shocked because I was under the understanding three hours of work would be $30 per hour and a total of $90, not double. This really bothered me as the cost was the primary reason we went with her service. I went back to confirm my messages with her and there was no statement about that cost being a per person rate or that she would be sending two people. I did message her and she said that it would have been 6 hours of work and apologized for the misunderstanding. Although they did do a good job cleaning, I would never have agreed to $180 for the cleaning and I think they need to be more clear in their quotes and discussions in advance.