I do NOT believe this is a real service but rather, a scam. Company claims to have come to my house to clean for which I have no proof. They were left a key, in plain sight, for entry. They were sent an email ( which failed to send)explaining where the key was laid. When they could not get in - they tried to contact me, I assume from my house, but could not as there is no personal phones in an O.R.. They left me an extensive text which I read much later. Cleaning never done. when I realized the email never sent they charged me an additional 170.00 on top of the 255.00 deposit and 253.00 balance that would be due. I fired them and at that they stole the original 255.00. There is no contract. I beg anyone NEVER USE THIS SERVICE!!! ITS A SCAM>
I called Superior and they promptly came. Seemed very professional. Went over everything. They sent an email with prices and details. An extremely steep price of 508.25 for a clean ranch/1400sq.ft. was haltingly accepted expecting superior workmanship. Stated on the email (if we cancel a date we will be charged an additional 20.00 each time!) Required to send them half the 508.25 in check/cash/money-order , no credit cards. When it was to be relatively close between deposit and cleaning date Natalie said Superior wanted to send a driver for the cash!! We absolutely refused!! $255.00 check was mailed as we wanted a receipt for which Superior does not produce.The date was set. A few days after Superior received the check they called to change the date. I asked if we were going to get a 20.00 discount? Natalie did not answer that question. I told her at that time I felt they were very threatening and didn't hold themselves to the same standards they demanded from their customers...no reply. Estelle the leader is VERY threatening! We agreed to the change of date as it was just one day. We prepared the house. I sent the email about the keys. Had keys made. Placed them in plain sight just below the front steps. AS my iphone (unbeknownst to me) failed to transmit, Estelle apparently did not receive the email. Though Superior claims to call the day before, there was no communication the day prior to make sure we were on the same page for entry. I assumed they got my email. When Estelle apparently came to the house with her crew, incredibly, no one saw the keys laying there with a big SUSAN 217 tag. Apparently Estelle waited, rang, knocked, and called to no avail. The group left. When I called later Estelle was furious with me! I told her I sent the email and the keys were laying right in plain sight. Estelle searched through all her emails and could find no such correspondence. I told Estelle I'll check to see it was sent. Estelle DEMANDED proof. I had to look for awhile as I'm not a good iphone/computer surfer. I learned I've been emailing quite a few people who have not received anything from me. my iphone is failing to send anything. When I admitted there may have been a problem with transmission of the email Estelle jumped on it! I found the email but Estelle is not interested in seeing it. Estelle is only interested that she wasted HER TIME!!! Estelle wrote a scathing email in response to my admission. When I wrote back I was annoyed Estelle DEMANDED -WHY?! At this point I had to have my roommate correspond with Estella as she is far too threatening for me to be able to remain professional in my tone with her. Estelle is a very mean woman! My roommate talked to Natalie next who informed her that we would be charged an additional 170.00 for the miscommunication if Estelle was to come back. If we don't pay the fine we loose the 255.00 down payment. They are fired by us. We are furious for being scammed. We are extremely dismayed by these people and if this is not made public on Angies list, most certainly in great question as to what exactly is the point of listing businesses? Is it for the customer or the business? I thought we could trust what we found here!!! WE HAVE NO PROOF THEY WERE EVEN HERE!!! NO CARD OR SIGN OF THEIR APPEARANCE!! NO NEGHBORS SAW THEM!! THEY WERE AWARE WE WOULD NOT BE PRESENT AND WOULD BE AT WORK!!
Service Provider Response
In order to clarify any misunderstanding of our policies and practices both for the client and for prospective clients, I'd like to address each point made. * We do have a policy that if more than a month goes by between the estimate and the initial cleaning, an additional $20 is added, however, there is nothing in the e-mail we send prospective clients stating that $20 will be charged for a canceled date. This can be confirmed by anyone who has ever received an estimate e-mail and/or the policy from Superior Cleaning. * We require a 50% deposit prior to an initial cleaning in order to secure the slot. For the client's convenience, we offer to send a driver to pick it up. Otherwise, the client can bring the deposit to our office or mail it. We are happy to supply receipts for any payment received, which can also be confirmed by all of our clients including the countless clients who have opted to have a driver pick up their payment. * We did speak with the client to make a change to the initial cleaning date by one day, which the client agreed to. The client was never charged an additional $20 because she scheduled the cleaning within the 1 month time frame. Even if the requested change had put her outside of that time frame, she would have never been charged because we asked her to make the change as opposed to the other way around. * We require that our clients either be home to let us in or make arrangements for us to enter for cleaning. The client is correct that the message regarding the keys was never sent to us, therefore, we proceeded to her home expecting someone to be there to open the door. There were no visible keys left outside. Even if there were, we were not notified about them, so we would not have been legally able to use them without authorization from the customer. We called, texted and e-mailed the customer and the provided alternate contact repeatedly and never received a response. * The reason the client lost the 50% deposit is because it is non-refundable which was also clearly stated in the estimate e-mail sent to her. A crew of 5 professionals plus a supervisor plus a driver went to the client's home to complete a full-day cleaning that could not be completed despite our doing everything in our power to contact the client and find a way to still proceed. Our employees are guaranteed their weekly salaries and were still paid in full for the day they lost. This is why we require another deposit if we need to re-schedule a cleaning we were not able to complete due to a mistake made by the client. In consideration of the client's phone problem, we reduced the amount she would have to pay to re-schedule. We did not require a full deposit as we normally would , but still required a deposit, which we felt was fair. It is unfortunate that a series of misunderstandings lead to this particular client having such a negative experience working with us. It is a unique case that we have never experienced which any customer who has used our service in the past 24 years can attest to. We offer superior service and do our best to move forward in the most fair way possible if a customer misunderstands something or makes a mistake. The same holds true if we make a mistake. We will continue to offer the superior results and customer service we are known for.
