SpruceReviews of getspruce.com

I have paid 200 dollars for premium service but they wasted our money did not provide good service

I paid $184 for a Premium Cleaning service + 45 minutes of organization. As a customer of Spruce for over three years, I was very disappointed by this experience. The cleaner arrived well outside the scheduled arrival window, and multiple areas still contained visible dust, dirt, and debris after the cleaning was completed. I documented the issues with photos and videos and submitted them to Spruce for review. After multiple emails back and forth, Spruce declined to provide a redo or refund and offered a $15 credit as the final resolution. I requested the opportunity to discuss the matter by phone, but that request was not accommodated. I was told that support is not currently provided over the phone. I am disappointed by both the quality of the cleaning and the resolution provided. I will not be rebooking.

Absolute excellent service

I booked a cleaning service with Spruce on May 25 for an appointment on June 12 and received confirmation emails as recently as June 10 that the appointment was confirmed. My service window was 1-5 p.m., but at 4:50 p.m. -- just 10 minutes before the window ended -- I was notified that Spruce would not be completing the service. What was even more frustrating was the inconsistent communication surrounding the cancellation. The email I received stated that Spruce was "closed." The text message said they were "unable to make it" to my service. In a chat with customer support, I was told they had "made every effort" to clean my home but were unable to due to "conditions outside of our control." These are three different explanations for the same missed appointment. I had specifically scheduled this cleaning ahead of family visiting for the weekend and planned my day around the appointment. Spruce automatically rescheduled me without confirming my availability and initially offered a $20 credit, later increasing it to $35, along with a refund. This was insulting. Unexpected issues happen, but customers deserve timely communication and a clear, consistent explanation. Instead, I lost an entire afternoon waiting for a service that was canceled at the last minute and received conflicting information about why it happened. Based on this experience, I cannot recommend Spruce.

This was our 3rd cleaning with Spruce and this team was fantastic. Our apartment is cleaner than the day we moved in, and they even took time to tidy up a bit and make things look lovely and inviting. One complaint: it should be much easier to tip the cleaners on the app. They are the most important component of your business and you should treat them as such.

Spruce cleaning started off pretty good. They came into our home the first time and cleaned everything on the checklist that they left behind. With both of us working full time, it was nice to have someone deep clean for us. We setup monthly cleanings. The second cleaning the crew was in our home 43 minutes. The house was not cleaned 100% when we returned. Floors not cleaned, half of the baseboards were left not cleaned, half of the furniture not dusted, bathroom shower doors cleaned, but not the shower stall itself. Mirrors not cleaned. I could go on and on. I took my complaints back to Spruce who rebooked, but only after I sent so many photos and emails/text messages. When the next crew came to redo our home, they said that they could not access our unit through our leasing office (which is part of what they are supposed to do). We were on our way back and our leasing manager arrived within 7 minutes to let them in, but instead they just left. I again wrote to Spruce who offered a 30.00 credit on my account. My service was 150.00 and I was not going to use them anymore. I then wrote to the CEO and customer service, sent about 20 photos and detailed the issues. They decided that I should only be given a 55.00 refund. What a poor way to run a business. Also, no one will get on the phone with you. It is only through email or text, which is also very frustrating. Highly recommended not using this company. It truly is not based on quality customer first service.

Terrible service

I work an extremely busy schedule, and the last few months of my life have been honestly overwhelming between travel, family losses, and just trying to keep up with everything. I am normally a very tidy person, but lately I’ve struggled to stay on top of deep cleaning the way I usually would. That is exactly why I booked Spruce’s PREMIUM deep cleaning package plus a 45-minute laundry add-on for nearly $200. I specifically wanted a true reset of my apartment — to take some weight off my shoulders and help me get things clean and orderly before family came into town for the weekend. Instead, I came home to an apartment that looked barely cleaned at all. To be clear: this was advertised as a DEEP clean. There was absolutely nothing “deep” about this service. Honestly, even as a basic cleaning package, this would have been unacceptable. The first thing I noticed when I walked in was that the apartment didn’t even smell cleaned. Looking around, it immediately became obvious that furniture had not been dusted or wiped down. Hair and dust were still everywhere, all documented in photos. The service advertises detailed cleaning including: * wiping appliances and cabinets * dusting furniture and surfaces * vacuuming upholstery * mopping floors * cleaning mirrors * wiping high-touch surfaces like handles and switches * emptying trash * loading the dishwasher * making beds * general deep cleaning/detailing throughout the apartment Much of that clearly never happened. Every appliance still had fingerprints all over it. Cabinets still had visible fingerprints and grime. The mirrors were covered in dust and streaks. Upholstery that was supposedly vacuumed still had visible dirt, debris, pet hair, and dust throughout. Window sills were covered in dirt and hair. The floors were clearly not mopped — I had to mop them myself afterward, and the Swiffer pad immediately turned black. The bed was half made with several pillows missing entirely. Bathroom trash was left behind despite trash removal being included. The dishwasher was supposed to be loaded. Nothing was loaded into it, yet dishes that had been sitting in the sink disappeared altogether, including a glass that is now nowhere to be found. Honestly, I genuinely do not know what the cleaner was doing in my apartment for hours because it clearly was not cleaning. The laundry add-on somehow made the situation even worse. I booked the extra 45 minutes specifically because I needed help catching up on laundry. There was a very obvious hamper of clean clothes in the bedroom with instructions left out explaining what needed to be folded. Instead, the cleaner folded wet clothes that had been sitting in the dryer — a dryer that had NOT been turned on. Before leaving for work, I moved damp clothes into the dryer temporarily so dirty sheets could be washed during the cleaning because I do not leave my dryer running while I’m not home. She folded soaking wet clothes onto my bed. Most of the clothing was inside out. I had to unfold everything and put it BACK into the dryer myself. So the add-on I paid extra for was essentially useless. After sending extensive photo evidence, the company’s response was honestly awful. They offered only a $55 refund on a nearly $200 deep cleaning service despite acknowledging multiple areas were missed. At one point they even offered to send the SAME cleaner back. Overall, this entire experience created more stress instead of relieving it. I booked this service specifically to help lighten my load during an already difficult and overwhelming time, and instead I ended up spending my evening re-cleaning my own apartment before guests arrived. I would absolutely not trust this company for a deep clean, move-out clean, or honestly even a routine clean. Save your money and go elsewhere.