Ginger's Cleaners, Inc.

The day after the cleaning the client left me a voice message raving about how wonderful the home looked. The client's husband tipped my experienced cleaner $20, helped her carry her supplies out to her car and asked her to return after asking her to stop cleaning at 7.5 hours. This client has a home that is over 3,000 sq. ft. with several kids and dogs. For this initial, deep cleaning, which she requested, the total fee, with taxes, was under $215.00 Before she scheduled the job with us I told her that a first time, deep cleaning for a home like hers takes 6-9 hours typically but that twice a month visits are often 3-4 hours ($90-$120) BUT that she was always in control of the time and could stop at any point, including the first visit, as long as she reached the 3 hour minimum. Three days later I rec'd a text from this client reiterating that everything looked "awesome" as she said in her voice message the day after the cleaning, but asking why the study, the media room and the 2 spare bedrooms weren't dusted. I told her that her husband asked my cleaner to stop cleaning at 7.5 hours. She said that her husband did not know that she had not dusted those back rooms. I apologized and said it was a simple misunderstanding and offered to send her back out for 30-60 minutes to dust those back rooms, she declined. I then spoke to the client, took her payment, all seemed fine until over 2 weeks later, to my absolute shock, this ALL CAPS rating appeared. I have submitted all of our texts and her voice message to HomeAdvisor as documentation. I am very clear and direct with my pricing and have been in business for decades. This kind of reaction is disheartening.

The day after the cleaning this client posted the following 5 star review: "Excellent and thorough cleaning. Great for any special project." This review was posted for 6 weeks. The total fee for this job was under $100. I called a few times over the next 6 weeks asking for payment but she did not call me back. One day, after about 6 weeks, I was able to get her on the phone to thank her for the review and to ask for payment. She, shockingly, told me that she would not pay. I reminded her of her glowing, 5 star review and told her that she'd force me to file a Theft of Services police report if she wouldn't pay. She told me that if I made her pay she'd remove her 6 week old, excellent, 5 star review and post a bad one in it's place! And that is exactly what she has done. I reported all of this to HomeAdvisor but they told me that it is the client's choice to post what they wish.

All of the cleaners are fluent in English. The communication issue this client is referring to concerned a scheduling misunderstanding. All went well though!

This client was pleased and gave a generous tip, she said she meant to give us 4.5 stars (because "no one is perfect") but it has registered as 3.5 stars!