SpruceReviews of getspruce.com

Response from SpruceMar 17, 2025

Thank you for sharing your concerns. We want to clarify that Spruce Cleaning does not have a phone line and will never request Social Security numbers at any point during sign-up or service confirmation. Our support is available exclusively via Chat, email, and SMS, ensuring secure and direct communication. There have been reports of scams related to a separate company, Spruce Banking, which is not affiliated with Spruce Cleaning. We strongly encourage customers to be cautious and verify they are communicating with the correct company. If you ever have concerns or need assistance, please reach out to us directly through our official support channels https://getspruce.com/contact/ We appreciate you bringing this to our attention.

Response from SpruceMar 17, 2025

Hello and thank you for sharing your feedback. We’re sorry to hear that your experience did not meet expectations. Spruce strives to provide high-quality, reliable cleaning services, and we regret if there were any issues with timing or service completion. Our Support team carefully reviews all concerns, and resolutions are based on the scope of service provided and any missed areas. If you encountered an issue, we’d be happy to assist—please feel free to reach out via Chat, email, or SMS. We appreciate your feedback and will continue working to improve our services.

Response from SpruceMar 17, 2025

We're very sorry to hear that your move-out cleaning did not meet expectations. A thorough service is our priority, and we regret that certain areas were not properly cleaned. Our team reviews all concerns based on the service checklist and photos provided. If any areas were missed, we’d be happy to investigate and address the issue accordingly. Please reach out to our Support team via Chat, email, or SMS so we can assist further. We appreciate your feedback and the opportunity to improve.

Response from SpruceMar 11, 2025

Thank you for reaching out and sharing your experience. I’m very sorry that your service did not meet your expectations. We strive to provide thorough and high-quality cleanings, and I sincerely apologize if any areas were missed, especially after you specifically requested extra attention to the floors. That is not the experience we want for our customers. Regarding the service photos, I want to clarify that we do not use AI-generated or edited images. The photos you receive are taken by our professionals at the time of service and uploaded directly to share with customers. However, we understand that up-close details matter, and we appreciate your feedback. Thank you for your feedback and we appreciate the opportunity to improve.

Response from SpruceMar 11, 2025

Thank you for reaching out to us. I truly understand your frustration, and I’m very sorry that your experience with Spruce did not meet your expectations. We take pride in the quality of our work, but the safety of our team is our top priority. As outlined on our FAQ page, in certain circumstances, such as excessive dust or clutter, we may need to reschedule or cancel a cleaning until the environment is suitable for our housekeepers. Unfortunately, this was one of those rare situations. We regret that this impacted your move-out plans, and we apologize for any inconvenience this caused. We appreciate your feedback and the opportunity to improve.

Response from SpruceMar 11, 2025

Thank you for reaching out to share your experience. I truly understand your frustration, and I’m very sorry that your service did not meet your expectations. We strive to provide clear communication and high-quality cleaning, and I apologize if there was an issue with our system in alerting you that the service was completed via text message. Some notifications, including alerts about service completion, are dependent on customer settings for push notifications, but we regret any confusion this may have caused. Additionally, we appreciate your feedback regarding the cleaning itself. Our Premium Cleaning service includes a thorough cleaning of the home but does not cover the interior of the fridge, oven, drawers, cabinets, or walls. We apologize if there was any misunderstanding about the scope of service, and we appreciate you bringing this to our attention. Your feedback is valuable, and we will use it to improve our processes moving forward.

Response from SpruceMar 4, 2025

We're very sorry to hear about your experience. A missed service is never the experience we want for our customers, and we understand how frustrating this must have been. While we do our best to ensure all bookings go smoothly, we sincerely regret that we fell short in this instance. Our team did provide a resolution based on our policies, but we understand this was not the outcome you were hoping for. While our support is available via text, chat, and email, we aim to respond as quickly as possible to assist with any concerns. We appreciate your feedback and will continue working to improve our services.

Response from SpruceMar 4, 2025

Thank you so much for sharing your experience! We're thrilled to hear that your Spruce professional provided such great service and made a positive impact. Cleaning can be a big task, and we're glad we could help make things easier for you. We look forward to serving you again in the future!