Their cleaners left the job, they didn't come back to clean within 24 hours they have in the policy and they charged by force. They have the worst customer service ever.
- Approximate cost of services:
- $240.00
- Company Response
P,
A lockout fee of 50% is charged for any appointment scheduled where our staff arrive and are not able to complete the appointment. Our staff arrived and contrary to what was shared during the booking, the space was still under renovations/construction on arrival. Our office notified the client of the current state of the space and the client confirmed our staff could return in a few hours to clean the space once the work was complete. However, other contractors were still in the space and working when our staff returned at the agreed upon time.
Per our client service policy: "Clean My Space has the expectation upon arrival that we will be the only people present other than the owners or caretaker of the home. Should there be other services going on during the time of the cleaning and we are unable to do work effectively (i.e. tradesmen, movers, etc), all time spent (cleaning, waiting, etc.) are chargeable by the labour hour. It is your responsibility to ensure the home is free and clear and ready for our staff to work in."
The appointment was booked for 6 labour hours along with supplies purchased by the client for the appointment. A total of 6+ labour hours would have been billable, plus supplies delivered, as our staff were paid for their transportation and wait time between and on the job site. As an act of goodwill, we reduced the total billable time to only 3 labour hours per our lockout fee (50% of the total clean of 6 labour hours scheduled) to offset the labour and transit costs we incurred from sending our staff twice to the same location where they were not able to clean.
Further, after both failed attempts, we offered to reschedule the appointment within 48 hours (the earliest availability we had on short notice) to have it cleaned as soon as possible per the client's request. The client chose not to reschedule the appointment. Had the client rescheduled the appointment, we had offered to reduce the lockout fee to a late cancellation ($50) and would apply a credit to their final invoice for the difference between the late cancellation and lockout fee paid.
The client chose not to reschedule, and although multiple reminders and invoices have been sent since September regarding the outstanding invoice, no payment has been received.