I read the many great reviews so I was hoping to be happy when everything was said and done, unfortunately I was rather let down. I went over all of my expectations (nothing extreme) with someone on the phone. She took all of the info and advised it would be passed on to the cleaner. I even filled out the email as requested and got it back to them in a timely manner. When the cleaner showed up she had no idea what she was expected to do. She had no idea she was supposed to bring a certain piece of cleaning equipment. There was a total lack of communication somewhere. So she was told what to do but never completed it. We never received the deep clean, just a regular clean. And the regular clean was average at best. Things were still dusty, and I'm not talking about a tiny corner or crevice that could be missed, I'm talking about ceiling corners (low, reachable, and I bought an extendable duster and had two step stools!), top of the microwave, very reachable light fixtures. The basement wasn't even touched. It was an average job at best. I'm not a picky person, but if I'm paying a lot of money I expect a professional to do a better job than I can do, and she didn't. I was let down and won't be using the service again. I have no complaints about the maid as a person, she was polite. I'm actually saddened by this experience because I was automatically expecting to be happy and expecting to be a regular.
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- Company Response
Hi PC, this is Carol Dinn, the Owner and Founder of Hire A Maid.
I first want to say that we are sorry and disappointed that we let you down. I created Hire A Maid in 2008 to deliver on a higher level of cleaning and customer service in the industry that I saw was missing as a user of home cleaning services.
Strong communication is fundamental in any successful business. We are very thorough in collecting details about our clients' homes and preferences (as you described) and we communicate this to our cleaning staff via our mobile app. This has been instrumental to our success over the last 15 years and is a key reason for our excellent reviews.
From your description, there was a communication break down where the cleaner could not access your cleaning instructions on her phone. Otherwise, all instructions are at our cleaners' fingertips.
The cleaning you describe is definitely not to our standards and is not acceptable. Our sincere apologies that this occurred.
Unfortunately, without knowing your name or having heard about these concerns before your review (we send out an email after each of our deep cleanings asking for feedback and our system sends another email; however, we searched going back a month and could not find any that would allow us to identify who you are), we can't address what occurred or to provide the coaching to our cleaner. We also offer a 100% satisfaction guarantee that we stand behind.
Could you please call us at 416-463-6243 or email us at email@example.com? It is our priority to ensure that you are happy and to make this right for you. We sincerely appreciate your feedback.