SpruceReviews of getspruce.com

I finally decided to treat myself and hired a cleaning service so I signed up for Spruce. What a disappointment from start to finish. I downloaded the app, set up my profile, saved my credit card info and chose my day and time window for service. The day before my first service I received a text message telling me that they would not show up until I provided entry instructions for my building. I verified that the correct information was in the app (it was) and opened a chat session to have them verify that they could see it and to confirm my other info. The automated text response said live chat was only available 9:00-5:00. It was after 9:00 AM. I tried again about 25 minutes later and still got the automated response, nothing else. Because I was really looking forward to them getting started, I emailed them asking them to verify that they could see my information in the app. No response. I decided to let it go and hope for the best. The day of my first cleaning, they texted me at 8:00 AM to tell me they were on the way. I had requested an afternoon time slot. In texted them and told them not to come. I attempted to get a call from someone at Spruce to discuss what was going on and they told me they can’t talk to anyone on the phone. I decided to quit while I was ahead. If it was this difficult just to get a cleaning scheduled I hate to think about how difficult it would be to get other issues resolved so I cancelled the first cleaning and all subsequent cleanings. I will start over and look for an Independent cleaner who will hopefully provide a higher level of customer service. All I really expect from a company is that they do what they say they will do when they say they will do it. Pretty simple and effective. Spruce fails big time.

My experience with Spruce Cleaning Services was one of the most stressful customer service experiences I've had in a long time. They did not respect the scheduled booking or timing. First, they incorrectly charged me for a cleaning appointment that I never booked. Then, when it came time for my actual appointment, they charged me again but sent the cleaner to the wrong address. After their mistake, I was told they could not return to complete the service. I requested a refund twice, and I received but the entire situation left me extremely disappointed. I eventually deactivated my account and will not use their services again. What made the experience even more frustrating was the lack of a phone number for direct communication. As a new customer, I did not feel valued or supported. Because of the company's repeated mistakes, I never even had the opportunity to receive the service I paid for. Overall, this was a very unprofessional experience, and I would not recommend this service.

Paid for move out clean. $100 more than their premium clean. The cleaner was there for the exact same amount of time as a premium clean which wouldn’t be a big deal if they had actually cleaned the apartment but they didn’t. We should’ve known there would be issues when they texted us saying there was too much dog hair so they might not have time to clean the floors and then they didn’t clean anything, laughable honestly. Also weird because we swept and vacuumed the apartment after movers cleared the apartment. I have tons of photos showing they did not clean anything. Honestly this company is running a scam.

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.

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.

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