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| - TL/DR: The staff were friendly and responsive, but the cleaning did not come close meeting my expectations at all for thoroughness and comprehensiveness.
The long version:
I used a cleaning service for the first time and was referred to Kayla's from a friend. The consult was great and all the staff were very friendly. I was very clear on the items that I wanted covered and more attention put on (blinds throughout the house, scrubbing of the tile floors) and was given what I thought was a very reasonable estimate of 4 hours to do a basic clean of the entire house plus the wood blinds. This came to $152 plus a fuel surcharge given my location. For perspectivem we have a 3000sq ft. house, 4 bedrooms, 3 baths, reasonably clean (not immaculate, but that's why I was calling them) and everything tidied up.
I received the email check in when they arrived and then when they left. I was super excited to get home to a nice clean house. When I got home, I saw that they had likely swept the majority of the tile, but had not mopped at all. There were many spots in the kitchen and entryway that clearly were not touched. When I pulled the rugs back from the entryway, there was still dirt underneath and it looked like they had been swept around and not moved. I swept and mopped myself that evening.
The living room was thoroughly vacuumed and the furniture was given a once over in terms of dusting, but none of the wood blinds were touched. Same for all the bedrooms. This meant that I spend the next morning cleaning the blinds and then, subsequently, repeating the vacuuming and furniture dusting as I had just created more dust on the floors.
The kitchen counter tops were clean, but all of the backsplash/upper lip of the countertop that goes up the wall (not sure exactly what that piece is called) was not wiped off. My microwave, however, was very nicely done inside and out.
The bathroom floors again were not mopped but likely swept and the toilets were not 100% clean. Mirrors and tubs were done fairly well.
I contacted the owner and as well as the crew at 5:30 that day (a Friday) and received a response the following Monday with the response that they were sorry it didn't meet expectations, that one of the employees was having personal issues, and that they would provide an additional free 1.5 hours of free cleaning on top of the "free time" I had already received. I declined and stated that I didn't really receive any "free time". They had sent an extra person during my visit, but apparently only two of them worked and weren't having "personal issues" as stated in the email. It certainly shouldn't take 2 people 2 hours to vacuum, dust, and give the bathrooms a once-over as they did.
As a note, I did not receive an email response from the owner.
I have cleaned my house top to bottom (blinds and floor scrubbing included) in about 3 hours. This is routinely what I do once a month with weekly cleaning (vacuuming, furniture dusting, tile mop, bathrooms, etc.). I was really looking forward to handing off the deep down, once-a-month scrub to the pro's, and it looks like I haven't found my right "pro" yet. Kayla's Custom Cleaning certainly isn't it. Overall, very disappointed and feeling a little foolish for wasting my money.
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