Fatima M.
Disappointing Service, Questionable Billing, and an Inadequate Resolution
I hired Hello Cleaners for an after-renovation/post-construction cleaning, and unfortunately, my experience was extremely disappointing. This was not simply a situation where a few small areas were missed. I documented numerous areas immediately after the cleaning where tasks specifically included in my invoice had not been completed to a reasonable standard. My $530 invoice included detailed services such as removing construction dust and residue, cleaning baseboards, interior windows/frames/sills, floors, bathroom fixtures and surfaces, kitchen surfaces and appliances, and more. I was also charged an additional $70 specifically for dusting/wiping all walls and ceilings. After the cleaners left, I documented construction dust and debris still present, dirty window tracks and sills, baseboards with visible dirt/residue, inadequately cleaned bathroom floors and surfaces, residue around tubs/showers, and dust/residue on other surfaces. In one instance, simply wiping my hand across a surface resulted in visible white dust transferring onto my hand. I do not blame the individual cleaner. My concern is with Hello Cleaners as a company. In my experience, the person assigned to this job did not appear to be adequately equipped or prepared to perform the specialized post-construction cleaning that the company sold me. A company offering this type of service should ensure the people it sends are capable of completing the advertised scope. I contacted the company and provided an opportunity to resolve the issue. They ultimately reduced the $530 service charge by $208.20, but I did not believe the remaining charge reasonably reflected the quality or amount of work satisfactorily completed. I ultimately paid the revised invoice to avoid leaving an outstanding balance, not because I considered the resolution fair. I was also concerned about the billing. My service address was in Washington, DC, but the initial invoice applied an 8.8% tax and identified the jurisdiction as “Washington - WA.” After I pointed this out, the company corrected the jurisdiction. The original invoice confirms the initial 8.8% Washington-WA charge. For what I paid and what was specifically promised in writing, I expected a professional post-construction cleaning. What I received did not come close to that standard. I have retained photos, videos, invoices, and correspondence documenting my experience. Based on the quality of the service, the discrepancy between the detailed scope I purchased and the work I received, the billing issues, and the way my complaint was ultimately handled, I would not use Hello Cleaners again and cannot recommend them for post-construction cleaning.