| rev:text
| - I see my Yelp review got a response immediately; Grakei never returned my calls.
Other than saying this is not at all a professional cleaning company, a position I think the response supports, I did not intend to sound mean.
Grakei did not show up on time, did not come prepared, ignored my requests, stained my grout, charged almost twice the agreed upon price, and did not return my calls. Those are the complaints.
I called Grakei cleaners based on the web site and said I was looking for a cleaning service to do 1.5 bathrooms and a kitchen, adding that the kitchen has a tile counter so please come prepared with a grout cleaner, they said 'no problem'. Laura's response seems to indicate grout cleaning is not something you do; this would have been nice to know.
I was told there is a minimum charge of $120 & that I had to hire 3 cleaners at a time at $35/hr. I gave my credit card info over the phone & the appointment was booked.
I got a follow up call confirming the appointment. I repeated bathrooms & kitchen are the goal; please come with grout cleaner.
The appointment was at 1pm, no one arrived. I called at 1:15 and was told there was some booking confusion; they will be there at 3pm, they arrived at 2:30. Your company was not able to make and keep an appointment that you had essentially already been paid for. What about my time? I had other apointments I kept that day.
Upon arrival, the cleaners started hauling a well-used cheap household vacuum out of the van. Not a mean comment to the staff, I'm saying your company sent them out with supplies that are not at all what one would expect from a professional cleaning company. This is why I thought they might be responsible for buying their own supplies. Your cleaners used the same toilet brush to scrub the counters and the toilets which is not at all what I expected from a $105/hr service. I told them we were only doing the bathrooms and kitchen and if there was extra time left over could they please wipe the windows.
I left and returned an hour later thinking they would be done. Bathrooms hadent been touched, one person was starting on the kitchen & the other two were moving furniture and sweeping the floor, not at all what I had asked for. 3 times I told 3 different people at your company what I wanted and it was totally ignored. It should not take 3 professional cleaners 2 hours to clean 1 kitchen and 1.5 baths.
Good guess on the age of the house, its from 1937 but didn't you notice it had been completely remodeled? I think it shows quite nicely which is why we hire professional cleaners to help keep it up. The tile counter top in particular is quite nice and I told you in advance it was important to me.
The grout was originally white and is now tinted slightly green from the cleaning powder used. Because grout is porous there are specific cleaners made for it. A professional cleaning company would have known this and come prepared.
I called and politely explained where I was un-happy. I was told Keith owns the company (Laura's husband) and he would call me back. Keith never called. I called again a couple days later, the person on the phone said Keith makes the decisions but asked what I thought would be fair to resolve the complaint. I said I thought $50 off for the damage, tardiness, and unwanted time spent sweeping a clean floor seemed fair. They said Keith was in charge and he would call me back. Keith never called and instead emailed me some pictures that in no way addressed my complaints & said we are charging $200. At that point I said I did not want to pay any of the $80 overcharge; after that they did credit my card $50.
You advertise green cleaning products; but your response agrees that they arrived with cleaning supplies from the dollar store. For $105 dollars an hour I would expect something better; and you know that, which is why your advertising says you use green cleaning products.
Your response says you pay 'just under 50%' to cleaners and 55% to supervisors of the $35/hr you get per. Your jobs section, says you pay cleaners $8.50-11/hr & supervisors $10.50-14.60/hr. Should we tell all your staff they are getting a raise? There is a huge difference between $19.25 an hour (55% of 35) and $10.50; between $16 and $8.5.
It also says you pay mielage, as in... for providing your own car.
You could have had a regular client here. When I saw my card was billed $200 with no invoice I called seeking a friendly resolution, you ignored me.
I'll add a star to cool your jets. Like I have said all along the people were nice, the lack of communication, tardiness, extra charge, and improper equipment I did not like.
Try providing actual customer service. Listen to people, answer the phone, respond to reasonable complaints, buy your cleaners professional equipment and organize it so it does not look like people are coming out to clean with whatever was under the kitchen sink that day.
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