SpruceReviews of getspruce.com

I booked a cleaning with a 1–5 PM window. Spruce's policy is to notify you 20–40 minutes before arrival, which is already a tight ask, but I planned around it. I arranged paid day care for my dog so she wouldn't be underfoot for the cleaners. I stayed home all afternoon waiting. The window came and went with no message. No heads-up, no delay notice, nothing. At almost 6 PM, an hour past the window, I finally heard from them: the cleaner's car had broken down, and my service couldn't happen until Tuesday. No call, no proactive communication, no attempt to reach me until I was already sitting there wondering what happened. The only response was an apology and a shrug. What makes this worse is that there's no phone support. Chat is the only option, and even that was slow and reactive rather than something that reached out to me when they clearly knew hours earlier that something was wrong. A car breaking down happens. Waiting until an hour after a paid appointment window to tell a customer is a communication failure, not bad luck. I'd planned my whole day, paid extra for pet care, and was left with nothing to show for it but a rescheduled appointment days later. I don't recommend this service at all.

This was a terrible experience from start to finish and I would rate it 0 stars if I could. I was told of a cancellation 5 hours later after I was informed they were cleaning my unit and they told me I had trash on the floor which I did not. Just dirt, hair and some dog food. I checked the photos they sent me claiming there was mold and mildew in areas but it was simply dirt. If you ever book a move out clean with them they will not do it if your unit is not already clean.

This was the straw that broke the camels back. More than $100 worth of kitchen utensils and tools ruined because their incompetent cleaner put non-dishwasher safe items into the lower rack of my dishwasher and ran it on a "rinse only" cycle with steam. Not only that, they ran it with clean dishes, so now I have to run a new cycle because everything was just wet and stinky as I only discovered this about 3 days after the service as I returned home from being out of town. Not only that, there was a second unauthorized person who was just standing there and doing nothing during the clean as I was in ny apartment for at least the first 10-15minutes when they arrived before leaving for town. When I contacted support about this, they denied responsibility of operating the dishwasher and therefore no accountability over my ruined kitchen utensils. Then they had the audacity to essentially say that it was my fault my utensils are ruined. WHY THE HECK WOULD I PLACE DIRTY NON-DISHWASHER SAFE ITEMS IN THE DISHWASHER AND RUN IT ON "RINSE ONLY" AND WITH CLEAN DISHES THAT I RAN THE NIGHT BEFORE?!?!?! In the 3 years that I've lived in my apartment, not once have I ever changed the dishwasher settings excpet the very first timeI used it, so them saying their team did not operate the dishwasher was bullshit because I know what I had run my dishwasher on the night before I left town and they cleaned the apartment (plus I checked before leaving town that my dishes were clean, which they were). Besides that, they say a second person can enter my unit to help with the clean, BUT IF THAT'S THE CASE THEN WHY WAS THAT SECOND PERSON NOT DOING ANYTHING?!?!?! They just stood there doing nothing and talked to the other person that was actually cleaning. They also threw away the rubber hair catching part of my shower's hair catcher, so now ai have to buy a whole new one. All they offered was a $15 credit, which is absolutely ridiculous because besides the subpar clean, they ruined more than $100 worth of kitchen utensils, allowed an unauthorized second person into my unit, threw away something that shouldn't have been thrown away, and overall refused responsibility for any of this. Besides all this, their support team has been slow and kept giving excuses for their cleaners when I keep getting notifications that "my cleaner has arrived" but I'm sitting on my couch and hear nothing from my door and the cleaner only comes about 1.5 hours later. As someone that lives alone, this isn't safe for me and I would like to know exactly when they arrive and when they leave. A 15-20mins delay of the actual notification is fine, but more than 1 hour in unacceptable. I'll be taking my patronage elsewhere because this is the worst service I've ever encountered in my life.

They con apartment properties into "recommending" them but they only want to clean an apartment that is clean. A dirty bathtub? Nah, they cancel and say oh it is out of our service "range" and no we can't refund because we cancelled your service you paid in advance. Dirty microwave-oh heavens no we can't clean that....once again we keep the money. I am contacting our state Attorney General and our Consumer Services in Texas on Monday.

Worst experience I've ever had with a cleaning service. They could've very well accomplished a move out cleaning but because I had a few items in a closet they cancelled at the last minute. I've moved over a dozen times in my life an d have never had a cleaning company with such idiotic "policies"; God forbid they have to move a box to clean. DO NOT USE THIS COMPANY

I booked a full home clean and they refused to clean one of my bathrooms because they said my home was listed as a 1 bedroom and 1 bathroom in their system so it wasn't included in the "full home clean." I never specified the number of rooms in the app so this was an error on their part, but it's false advertising to offer a "full home clean" and then list someone's home as smaller than it is so that the cleaners refuse to clean parts of it. They also did not vacuum some parts of the house (the stairs) and did not take trash out, and that was explicitly listed on the cleaning checklist. All customer service did was give me a $15 credit "as a gesture of goodwill" -- which, first of all, is not goodwill, it's just not stealing my money because I didn't get the service I paid for. And secondly, this is of no use to me because I don't plan to use their services again. The cleaners don't work hard and customer service is not responsive. They tried to blame the lack of cleaning on me due to "clutter" in the way and I sent photos back showing that the stairs that weren't vacuumed, the bathroom that wasn't cleaned, and the trash that wasn't emptied were not blocked by clutter and they ignored this.

I am writing this to warn other residents, especially those at River Landing, about the severe lack of professionalism, honesty, and customer service from Spruce. They are advertised as a preferred partner for our building, which is the sole reason I booked them. It was a massive mistake. I booked a 9 AM to 1 PM cleaning window and stayed home the entire time. Here is how Spruce handled my service: Complete No-Show & Ghosting: Nobody contacted me during the 4-hour window. The team's first message arrived at 1:25 PM asking for directions and building details—even though my exact unit and address were already in my booking profile. Bait-and-Switch Tactics: At 1:25 PM, they texted asking if I was home to give access. I said yes. They thanked me, but minutes later, told me the team had already abandoned the visit and moved on to the next job. They kept me waiting for a service they had already canceled. Contradictory Stories & Gaslighting: I was given three completely conflicting lies about why they couldn't get in (blaming the leasing office, then a random person in the lobby, then claiming the office was closed). They repeatedly insisted they called me and that I didn't answer, effectively blaming me for their failure. My phone log proves I received zero calls, and they were actively texting my correct number the entire time. Refusal to Escalate: When I asked for the representative's name so I could escalate this terrible experience to management, I was repeatedly refused. When I laid out these exact facts to their support team, a representative named Malena sent a dismissive cookie-cutter response. They refunded the money for the service I never received (the bare minimum), but completely refused to offer any compensation or a complimentary service for ruining my entire day and wasting my time. Spruce is an absolute logistical mess, their support team will actively lie to cover up their mistakes, and they do not care about wasting your time. I will be bringing this formal complaint directly to Greystar River Landing management so they know how their residents are being treated by this "preferred partner." Avoid them at all costs.

Spruce refuses to issue partial refunds for work half done. I scheduled a Signature service for my apartment. The floors were not cleaned, things were not put back neatly and one of the toilets wer not cleaned properly. I added a special request to clean baseboards in both bathrooms and the kitchen. No one contacted me to let know the special request could not be included in this package. Instead of just allowing me the opprtunity to choose a differnt package ahead of time, was expectating them to fulfill my request. This was an inconvenience. Overall, the service was horrible and after going back and forth with a rep via email, they only offered a do over or $20 credit toward my next service. At this point, I don't trust them to quality work the next or trust them to respect my home. I wanted a partial refund but they refused which is a bad business practice. Spruce is supposed to be the "preferred" service for my complex but I will be letting management know that it is not a good idea to keep promoting them. The service is not worth the my hard earned money only for them to offer credit. I refuse ro do business with them again.