Spruce Reviews

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.

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.

I had a clean scheduled between their working hours 9am-5pm and received a text 30 minutes before 5pm that they will not be able to make it out to us.

this app did try to make things right by offering us a $35 credit for another clean, and rescheduled our clean for a different date between the hours of 10am-5pm. I did ultimately ask for a refund because who knows if they will actually make it out to us and not cancel last minutes again, as it seems that is a common thing for them to do based on the reviews I’ve read so far. They had 8 hours to let me know if my service could have been completed and waited until 30 minutes before their service time ended to contact me, not really providing any reason as to why the service could not be done.

I wish they would’ve communicated earlier on in the day if they could not have made it rather than last minute so I didn’t have to waste my whole day waiting on them. I have a dog, but no kennel or cage and figured I would take my dog with me and go out while they worked & performed their service. I wish Spruce would let us pick a shorter time frame or schedule a specific time to have a cleaner come out.

Not a great first impression, not professional, I don’t think we’ll rebook with them.

If this company thinks you no longer have possession of you apartment, they 100% take advantage of the fact that they believe the owner will not see the finished cleaning. I however popped back in with my SECOND set of keys to check on their job and it looked like absolutely nothing had been done. No carpet lines from being vacuumed, clumps of my dogs hair still everywhere. Inside of appliances still had uncleaned spills & my oven was not even touched inside or outside. My apartment wreaked of weed though. So if you want to pay $240 for someone to smoke weed in your empty apartment for four hours, this app has your back. Appalling service. And to "correct this issue" I was offered $60 out of the $240. I told them I still had possession of my apartment and that $60 was unacceptable. Then this app began ignoring my emails. Obviously trying to run out the clock until I lose possession of my apartment. Hope Jocylen enjoyed being paid $180 to smoke weed all day🤬. Sneaky shady company. Would NEVER reccomend.

I’ve used this app for a regularly scheduled cleaning since I moved into my current building. I had them scheduled for Saturdays since that was the best day that would work as we are working from home. They’ve cancelled the past 5 appointments due to staffing shortages. Several times, they’ve texted saying they had to cancel and then said someone was on their way as if I was talking to a completely different person than I had just spoken with. The last straw was having my cleaning service moved to a weekday, and they just didn’t show up. I finally emailed and was then sent a text that someone was on their way - well outside of the service window mind you. I responded saying I would like to cancel the service and my subscription altogether. Sadly, they forgot to inform the cleaner who still arrived at my apartment. Seems like their service is awful for employees and members alike. I’ll be going with a different 3rd party service for cleaning moving forward as they were more of a hassle than convenience.

Booked one service, got canceled by them because of some payment issue with one of my valid, working cards (which will be relevant later). Frustrating, sure, but understandable. Issue on my part, so my fault, right? I changed payment methods, and booked another service. This time I made sure with customer service that the payment change went through and there would be a cleaning service for the time and day I booked. The Customer Service Rep emailed back and confirmed that yes, it is in their system as a scheduled appointment.

But when I came home from a 14 hour shift, I found my apartment exactly as I left it, untouched by anyone else. No emails, no phone calls about issues finding my place, nothing. I checked Spruce , and there wasn’t any bookings listed as “canceled” or any sort of issue, there wasn’t even any bookings in my history. It was as if I’ve never made an appointment.

Then I checked my bank statements, and what do I find? I was charged not just for this most recent appointment with a no-show, but for the first appointment as well for which they mentioned there was an issue on my end.

So I was charged TWICE for services not rendered to me/the consumer, and falls under the category of fraud and is in violation of Spruce Store Terms of Service.

This is such awful service, I cannot believe it. I would give zero stars if I could, because I never even received service to rate. DO NOT USE.

I used this app a couple of times and the first time I was impressed but in June when I used them they were 3 and a half hours late and rushed their cleaning so I ended up cleaning up after them. I decided to give them another chance on Friday and I called a while after the window trying to get an ETA then received a text of them cancelling my service. I then told them how I felt and they rescheduled me to yesterday fully complimentary. Again I had to call a couple times actually to get an ETA and they couldn’t get ahold of their staff. They finally showed up again three hours late and this app did give me a $20 credit for being so late but after the crew left I walked around. I still had dust, hair on the walls of my shower and shampoo, streaks on the floor from mopping, and hair bunnies everywhere. I am beyond disappointed and this was the last straw for me. If they wouldn’t have wasted my time with little communication and running late I could have honestly found time to clean myself and done a better job. Simply do better.

I scheduled a move-out cleaning service a few days before the end of my lease. I instructed the cleaners to gain access from the apartment leasing office. It was granted and a key was given to the cleaners. 20 minutes later, I get notified that the cleaners were unable to unlock my door and said the lock was damaged! Lies! I was there the previous day and no issue. So instead of contacting me or the leasing office for assistance, they just left and notified me afterwards. They wanted to reschedule the cleaning to 5 days later…my lease ends 3 days after the cleaning was scheduled. They scheduled another crew to come the next day. I go that morning to unlock the door for them…zero issue with my lock. I then get a text about 8:45am that they can’t make the cleaning today and want to reschedule for Tuesday. When you hire a company to do a job, you expect them to do it. If there’s an issue with gaining access, wouldn’t you contact either the leasing office whom a key was given, or the person who hired you??? Never use this service. They will lie and cancel on you!!

I don’t see how they have 5 stars when this company lacks communication. They get you with the first clean and then it goes extremely downhill from there FAST! When you put yourself on recurring cleanings (mine was every 2weeks); don’t expect your house to be cleaned. They will reschedule you well after your cleaning window and keep rescheduling you. Instead of the company reaching out to you by phone they will keep texting you after the initial reschedule. I would expect a phone call on why this keeps happening vs me demanding a phone call. When I finally got someone on the phone and mind you it was horrible reception on their end they mentioned they do not have enough staff/ contractors in the area. If that’s the case DO NOT ALLOW ME TO BOOK A CLEANING! I’m expecting to come home to a clean house and IT’S NOT! Oh to top it off after rescheduling me many times one of the excuses was we have new customers that took priority over your clean. WHAT?! EXCUSE ME?! I tried to give this company a try and stick it out but it’s not worth the headache. I’ll take my business elsewhere.

Buyer beware! Terrible service and even worse management. I hired this app to clean my apartment. For my small apartment, it was $150 for their “Premium Clean” service. The cleaning was pathetic, the lightly wiped down surfaces and did not vacuum or mop any of the floors. On top of that, the cleaner left my apartment door unlocked and wide open. Anyone could have come in and stolen my belongings. While checking my apartment, I noticed my monitors from my computer were unplugged and shuffled around. I plugged them back in and one of my monitors is no longer working. I assumed this app would make this right. I couldn’t have been more wrong. I contacted Brittany Conrad on their customer service team, who said I was lying and the cleaner did not even touch my computer. They also refuse to replace my screen which they broke. Now, they refuse to even answer the phone. Stay away from this company. All they care about is the volume of customers, they do not put any care into their work. I’ve tried reaching out to Ben Johnson, their founder & CEO, to let him know how his company is run, but of course no response. Terrible, terrible service and company.

How this company has 5 star reviews is beyond me. Oh, their website is set up to look like they are professionals but the service provided by both the company and the people they hire is FAR from it. I tried them out once and the people that came to clean my windows and make my bed did such a terrible job that the windows were still dirty and the bed looked like a child had made it. There were wrinkles everywhere and the sheets hadn’t even been properly folded. The two people that came were in and out in 10 minutes. I knew after I had to remake the bed and clean the windows myself that I’d never use this app again. So I sent an email asking for my account to be deleted. The initial email I sent requesting this was on November 17th. Nothing was done despite promises made my this app to delete. Second email I sent about the same matter was on December 15th with more promises and lies that it takes a little time to delete. Finally yesterday (Jan 15th), TWO MONTHS after my initial request, they send an email saying it’s been deleted.

Stay FAR FAR AWAY from the substandard service provided by this app.

I was hesitant to use another big name cleaning service (I’ve used handy in the past) but I was going out of town and a friend was gonna stay at my apartment and watch my dog so I decided to try out their premium cleaning. Let me just say it was FAR from premium. I walked in my Rugs weren’t vacuumed the baseboards weren’t cleaned, mirrors and glass tables very streaky. Did not smell clean at all when I walked in I don’t think they even mopped them it seemed like I got their “hotel cleaning” option but no it was their premium. I wrote them when I was out of town and they didn’t even bother to partially refund me they said to let them come back and finish but it was already too late for that it should be done right the first time. I work in customer service and this was the worst customer service. My best friend who is the manager at my building recommended them but he was actually the one who saw my “cleaned” apartment first and he will not be recommending this company again. Handy at least did their job and my apartment smelled amazing and everything was sparkling they are just not dependable. DO NOT USE THIS COMPANY THEY ARE THEIVES.

This company is absolute trash. My apartment needed to be cleaned after they left. They re-entered my apartment after service was complete. They swept piles of dirt into the property hallway and left it there. They scratched my floors, dusted nothing, and did not treat my items with care. I literally have video proof of EVERYTHING. I contacted the company and the only resolve offered was a $50 credit off my next service. Ummm….no! There will be no NEXT SERVCE! I have contacted our property manager and shown them videos. They are also appalled. I will be contacting the BBB and my bank next if not refunded in full in the next 24 hours. Now to leave reviews on Google and Yelp and anywhere else I can. Beware!! They called me a liar when I have video proof with time stamps. They go by the time stamps of their “staff” in their app. I don’t think the police will agree that their manual timestamps are more accurate than my ring doorbell. Also there is no customer service number and NO ONE WILL CALL YOU. These cowards hide behind an app. I asked for a phone number or for a manager to call me more than once. Want the reviews removed? Refund my money that you have stolen.

Please don’t waste your money on this so called company. I had schedule multiple services trying to receive something better every time, (giving them a chance) and the disappointments we’re always! The reason that brought me to write this review is the lack of professionalism apart from the bad cleaning services plus they won’t refund your money back! All the managers I talked to are very rude and comment on their own “perspective”. To make the story short, I had schedule a premium which costs around 117 and added some other additional add-ons which was extra 46 dollars! Once the Lady completed the cleaning I got back to my apartment only to find there was no cleaning done other than the bathroom were scratch and left with water stains. I added to get my fridge done and it was not even touched! Have proof of all. I emailed customer service which takes like 24hrs to respond and then all they told me was to send pictures which I did, after the pictures were sent they got back to me saying that they had given a 25 credit into the account for future services. Like WHAT, do you think I will be getting another service, no thank you! DON’T WASTE YOUR MONEY ON THIS GARBAGE! just find a better day where you can clean yourself to be honest.

I asked for them to come clean my old apartment as I was moving out. The next day I was informed they had dropped and broken a glass shelf in the freezer. They contacted my leasing office and took care of that. Which I was thankful for. I decided to go check the apartment as we had moved out, but still had one day left. They hadn’t deep cleaned really. First off, there was broken glass on the counter tops and floor, The oven and stove were still filthy, there was still milk on the floor( I had dropped some while making a bottle the day we moved out), conditioner on the shower wall, and hair on the bathroom floor, they hadn’t even touched the laundry room, among other issues. I contacted them, with pictures, and asked why it wasn’t done properly. They assured me they would contact my leasing office and go back in to clean. I hadn’t heard anything in a week. So I asked my old apartment and they said they hadn’t heard anything from them. So I emailed them back to ask if they had gone back. I got a message saying they hadn’t, but that my apartment had gone in and cleaned it themselves. Acting as if that is sufficient, when they were supposed to do it. I paid $160 for them to wipe down some counters and vacuum basically. Edit after response: they did pay for the shelf, they DID NOT come back to do a second cleaning. My apartment had to do it as stated.

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 this app again.

Mover shows up and is unable to communicate even one word of English, which made it tough to interact. Had no intention to do the work. Not sure if they committed elsewhere and wanted to escape. After 10 minutes of using translator app to communicate, mover gives the call to her supervisor who now demands more money when I had already paid the full amount of $300. I never expected this from a professional company. The worst is yet to come. I offered varuos options to move it out assuming they could accommodate. They gave a date 7 days out knowing that I needed the service today.

They canceled the service and now after 3 days have held $38 as cancellation fee. Do yourself a service and retain your peace of mind by doing it elsewhere, you will definitely get better quality, more economical by 5x and more transparency.

I signed up and made my dog a profile but forgot to add a pic for her so I went back in to edit, but all I saw when I tapped ‘pets’ was the option to add another pet. After some time I figured out that I had to login to the actual website (not app) to make edits. However, the site does not keep the pics... like they keep deleting and I have to constantly re-upload. I’m already unimpressed with this app and I’ve only been interacting with it for a few hours. First impressions are important and I do believe that small things like this should be bug-free and easy to utilize. Based on my experience and reading through the negative feedback they’ve gotten (some complaints are even really recent), I don’t think I’ll be using this app unless absolutely necessary. I do hope my judgement is proven wrong so I can change my rating and view on the company. Will update when and if their services are used.

I love the minimalist aesthetic of Spruce. It looks as super clean and fresh, which is great for a service of this variety. However…

1) I get a marketing email at least once a day from this app, and there is no communication preferences section in Spruce . Even worse, the “Unsubscribe” link in their emails doesn’t work. So I’m stuck with the spam (contacted customer service to unsubscribe me and they just told me to use the broken link in the email). Please just make it an option in the Settings on Spruce ?

2) There is no notification setting in Spruce . I would like to be notified about upcoming appointments or changes. But while I don’t have anything scheduled, there remains a “1” indicator on Spruce button which doesn’t seem to really correlate with any actual notification. Why? Is it to remind me to book something? I’d like it gone, but other than globally turning off notifications for Spruce , there’s no way to adjust the settings for this. Please add a notification settings option?

My apartment complex partnered with this app to provide cleaning services to its residents. I love the service. Had them come in monthly to provide a deep cleaning (kitchen, both bathrooms, all floors, change the bedding) - they always made the apartment sparkle!! Hardwood floors all over the apartment - keeping them clean was a real chore which they took off my hands. Really loved the service - even used them for the move out cleaning. The service was always excellent. Wish I could hire them for my new house but they handle commercial accounts. If they ever offer services to individual residents, I would definitely hire them!