ALReader
Deep Clean not Completed
I arranged for a deep clean of my house. The cleaner who arrived would not listen as I walked him through the house and said he would be done in a couple of hours. The job was not complete. Only one sixth of the list was addressed. I informed the company and they said I could either get a re-clean out partial refund. They scheduled a re-clean with a supervisor. Although the new cleaner reached out to me the day before, on the appointed day no one showed or called. Two hours later, at my initiation, I found out that the cleaner had a family emergency. By this time my deadline was approaching and I had lost time at work communicating with the company and waiting for cleaners. They apologized and offered to give a partial refund. I lost $400 in this situation. My biggest mistake was leaving the first cleaner alone and trusting the job would be done properly.
Response from HellocleanersApr 20, 2026
Dear ALReader, I am deeply sorry for the frustration and financial loss this situation has caused you. It is clear that we failed you twice—first with a cleaner who did not follow your instructions or the deep clean checklist, and second with a breakdown in communication during your scheduled re-clean. We understand that your time is valuable, and having to miss work only to be met with a "no-show" is completely unacceptable, regardless of the circumstances. Our 100% satisfaction guarantee is meant to provide peace of mind, not additional stress and a $400 deficit. We would like to review your case immediately to ensure the "partial refund" offered truly reflects the lack of service you received and the time you lost. Please contact us directly at [email protected] so we can re-evaluate this and work toward a more fair resolution. We appreciate your honesty and regret that we let you down. Sincerely, Hellocleaners.us Team