Kaylah from Toronto

After using this company for several months, (I was usually home when they came so there was typically no issues with the clean, just issues with no one showing up and being charged regardless) Then, on October 6, 2014 we had a cleaning scheduled with this company where several of our personal items were damaged. A pair of glasses were knocked off a side table onto the floor and either stepped on or vacuumed as they were found destroyed on the floor beyond repair. Hair extensions were knocked onto the floor and vacuumed causing irreparable damage to both it, and the vacuum that it was tangled into. All of these items were damaged due to carelessness on the part of the service provider. A phone call was made the very next morning where I spoke to an employee. He asked for us to send photos of the damaged items to which we obliged immediately. No response was ever made. Several calls were made and messages were left, none of which were responded to. On November 3, I informed someone in their management of my intent to contact the BBB. I informed him of the damages and that the cleaner still had the key to our unit and that we wanted it back immediately. I was informed on November 5th that the regional manager would follow up with me. On November 11th, I emailed them again, to ask if I will actually ever be contacted and to enquire on any updates on my concern that he may know about. On November 13th I emailed them again because my credit card was charged for an additional cleaning which we did not receive. He informed me that he escalated my concern to the owners and that the charge was valid. I responded to him that I did not get service in November but was charged for one and received an invoice indicating a service in November from the employee himself. As of today, November 19, 2014, I still have yet to hear back from anyone, including the people I was in contact with, to inform me that the issue is even being addressed. We have hundreds of dollars in damages, additional charges for services that were never provided, and perhaps worst of all a house key in the hands of a maid that destroyed our personal property and refuses to return it. I feel I have been more than patient and have spent a significant amount of time corresponding with this business to come to an amicable resolution, however it appears as though my issues keep getting passed on from one person to the next with no end in sight.