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by GWallR1213

I scheduled a premium cleaning with a few additional add-ons as I had moved out of my apartment and just needed a clean before the walk through. I received a text the day of my scheduled service saying Ana was on her way and would text me when she arrived. I received a text when she arrived and then literally 2 minutes later received a text that she had finished and was sent pictures of my apartment. I was hoping that maybe Ana had just forgot to check in when she actually arrived and that she didn’t actually only spend 2 minutes in my apartment. I went to check on my apartment later that evening and absolutely NOTHING was done to the apartment. I have a dog and there was dog hair all along the base boards,no vacuuming or mopping, kitchen had not been touched or the restroom. I called customer service and was told I might be able to receive a partial refund but they couldn’t make any promises. Um what? Thankfully in the end I was able to receive my full refund but I truly believe it was only because I continued to email with customer service and call them about what happened. I even had one customer service rep tell me that he could tell from the pictures that the apartment hadn’t been cleaned. How embarrassing for this company. I wish I would have read reviews before booking with them. It seems like this is a reoccurring problem for other customers. Stay far away.

by Aleahrenee723

I paid for a move out cleaning as well as the removal of two bags of trash. The cleaner was in and out of my place in under an hour, which I found somewhat concerning as this is their most comprehensive service, but I chose to be optimistic. I arrived at my apartment the day of my walkthrough, and the cleaner had clearly done nothing more than a cursory wipe down of the floors and counters and had not removed the trash from the fridge, which is what I requested. To be clear, there was no other trash to be taken out. After waiting on hold for an hour, I spoke with someone in customer service who told me I would be receiving a refund as well as the Move Out Cleaning Guarantee to cover any cleaning fees that I was charged by my property management since the cleaning they had provided was done so poorly. She requested I send over pictures of everything. I provided the pictures, and I was then told that if I requested a refund, a partial one at that, it would forfeit the guarantee. So while they acknowledged that the cleaning was not up to standard for what I had paid for, they basically said I had to chose between paying for half done service and receiving reimbursement for the charges I’d get as a consequence of that, or getting *partially* reimbursed for the cleaning itself and then being responsible for the charges from my property management. Truly a ridiculous experience.

by Nickyreads

I was excited to try the service and booked for the 1 to 5 PM window. I crated my dog for the entire day as instructed, and got up early before work to declutter to make life easy for the service provider. I initially understood this to mean that the service would be completed by 5 PM, but it turns out that that is just an arrival window, and there’s no guarantee of when they will be finished. My misunderstanding, no big deal.

I received a text that the service provider was on her way at 3:30 PM. At 4:00 with no update I contacted customer service, and they assured me that they would arrive before 5 PM. At 5:10, there was no update or communication whatsoever from customer service, so I requested one. Instead of an update, I was told that they were sorry for the “misunderstanding“ and that they rebooked me for tomorrow. I was not asked - I was told.

I responded that I wanted a refund and cancellation, but it took multiple requests until they agreed to do that instead of the rebooking. I specifically picked the day that I wanted the house to be clean because I was going to have guests over that night. Cleaning the next day would not accomplish that purpose. There was never any apology or explanation for the lack of the service provider coming, and there was no offer of any kind of compensation. I will never try to use Spruce again.