THE CLEANING AUTHORITY

week-Edit This company sent people to my 92 year old mother's home and didn't do the job they were contracted to do (1.5 hours/3 cleaners but left in under an hour after standing around and not having cleaned hardly anything) and then sat in a blind spot in our driveway for almost an hour to run the bill up. When I complained about this to the local franchise, they not only didn't refund my money but were very rude. I contacted the National Office who promised to get back to me but they never did. So much for their "guarantee." I will include the correspondence that I sent the Nat'l office: Hello. I have been a customer with the local franchise here in Tucson, Arizona for awhile now and recently had an experience that I'd like to report. I had my home cleaned (by Team 1) on December 14th. The 3 person team was supposed to be at my home for a total of 1.5 hours. They were, however, only there for a little under an hour, and then sat in their car in our driveway in a "blind spot" behind our car port for 45 minutes before leaving. The cleaning job that they did was incomplete at best and they were observed just standing around when they didn't realize someone was watching them. Today I contacted Julie from the local office who informed me that my credit card had been billed for $150, the usual charge for a 3 person team for 1.5 hours. When I explained what had happened, Julie said she would "talk" to the team responsible and apologized. When I asked for a partial refund for what had transpired, she flatly refused. I told her that I was charged for services that had not been rendered but she very rudely stated that she wouldn't refund any of the funds charged. When I stated that I may have to take my business elsewhere if I was going to be charged for services that I didn't receive, she again stated that she would not refund any of the funds charged. Is this how your company does business? I can't imagine that a successful company that has been around as long as yours wouldn't be interested in customer service and in retaining clients. I really feel like this local franchise is only interested in taking my money and running. I have been a loyal customer of The Cleaning Authority for some time and now I feel insulted, ripped off, and angry with the way I was charged and treated by Julie as well as the cleaning staff who didn't do the job they were contracted to do and then hid behind my house to run up the bill. How is any of this "customer service?" I found this on the "About" section on your Facebook page: "Satisfaction Guarantee Your satisfaction is important to us and we guarantee that you will be satisfied with the quality of our home cleaning services." This is all well and good, but when issues such as not cleaning areas contracted to clean and running up the bill by hiding on our property are not only not addressed by a rude local franchise, but also the billing not rectified, then that guarantee is worthless. Please contact me to address these issues and how you might be able to correct this situation. I wish you and yours a very happy holiday season. Be well. . ... December 23, 2016 The Cleaning Authority 12/23, 6:12am The Cleaning Authority I'm sorry to hear about your experience. I will forward along your message and someone should be in touch with you. Thank you and Happy Holidays.

I hired The Cleaning Authority around the middle of June 2015 to clean an apartment on the University of Arizona campus. The cleaning was to include one bedroom with bathroom, kitchen, living room, and outdoor patio. I specifically inquired about having the kitchen cabinets and oven cleaned, which I was told would be included in the cleaning. At the time of booking, I was told there was a $75 non-refundable deposit which would cover the cost of the first hour of cleaning. The Cleaning Authority sent their crew out on/about June 22nd to clean the apartment. I was not present at the time of cleaning however did return to the apartment about an hour after their crew had completed their cleaning. I was shocked at what I found. There were many areas of the kitchen that did not appear cleaned including the outside of the refrigerator, the inside of the oven, the inside of the cabinets, several of the cabinet doors, and the floor continued to demonstrate standing dirt. There was trash left all over the outside patio. The living room coffee table had dirt and streaks on it as well as did the large screen television. The window and sliding door to the patio was not cleaned. There was grime in the bottom of the sink in the bathroom as well as a large area on the shower door. All of the above areas were subsequently cleaned by me and none of it was permanent and easily removed with appropriate cleaning. I immediately contacted The Cleaning Authority on the same day and spoke to a woman who claimed to be a supervisor. I expressed my disappointment with the cleaning that was done and even more surprised when I was told that there was a crew of 3 people and they spent (I believe) around 2 hours cleaning to which I was going to be charged an additional $80-90. This supervisor offered two solutions: Have their crew come back out at some point however it would possibly cost me more if they needed to spend more time at the apartment cleaning or refund my money. As I was completely dissatisfied with the work that had been done and the amount of time that they spent, I accepted the option for a complete refund of my money. I contacted The Cleaning Authority on/around September 3rd to inquire about my refund. I spoke to Shannon (supervisor/manager) who pulled up my file and indicated that the person that I had spoken to on the date of service was no longer with their company and did not have the authority to issue me a full refund. I explained to Shannon the circumstances related to the services that were supposed to be done and how their company did not provide the services that they were hired to do. Shannon indicated that she would speak to the owner and when she called back she indicated that the owner indicated that ?the $75 was non-refundable?. When I inquired why, she was only able to provide me with the decision of the owner. I did express that a non-refundable deposit typically is enforced when services are cancelled and that I did not cancel the service?but paid for services that were not either completed or not completed to expectation or industry standards. Shannon stated that at this point it was out of her control and there was nothing further that could be done. When I asked why I was not contacted by the owner, she could only offer that he had made a decision and there was nothing further to be done. I did explain that I had several pictures of the apartment that would substantiate my claim and would be happy to forward to them. Shannon requested that I send them to her and she would take them to the owner. We agreed that she would contact me by September 9th. I never received a call back from Shannon or any other representative of The Cleaning Authority. Today, I called them and left a message for Shannon. A message was left by her about 30 minutes later indicating that the owner was unwilling to refund my deposit. At this point, it does not appear that The Cleaning Authority is willing to hold up with their offer to refund my money in full as was offered. I'm not sure why the $75 is non-refundable since I did not cancel the service. However The Cleaning Authority was hired to clean my apartment and failed to render the services that they indicated would be included in the cleaning. Furthermore, the cleaning that was done was, at best, sub-par, and unlikely to meet any standards for professional cleaning companies.

The crew usually consists of two or three people. Their crew does not get on step stools or ladders because of liabilities and that is the only sad thing. They clean chandeliers with long extensions. That is not a great job but I understand because if one of the fall then the company with be liable to pay. I have been using them for about four years. They do an adequate job and the house looks good. I get them to spray something on the carpet so that it looks and smells fresh. If I have a problem I call them and they listen. They are very strong and are very fast, so they would chip the paint on the corners of rooms. However, each time they call and ask if they need to send somebody out to paint the corners. They bring their own equipment and I don’t have to supply anything.

Use them every other week. When they gave me an estimate, they customized the service to my needs/wishes. I receive a call the day before giving me a 2 hour window when they will get here. A team of 2-3 arrive, and they clean the whole house - floors, all surfaces. On a rotating basis, they spend extra time on one particular area - kitchen, bathrooms, living room, etc. - so that the whole house stays in shape. They periodically send a supervisor to review the work. Any time I have had a question/concern, they have come out, rechecked the work and fixed it to my satisfaction. The team is the same each time, so they know my house and are comfortable with my 3 dogs!

I'm very happy with them so far. They offer good value for the money.

They would show up, sometimes, hours before the time they were suppose to come, without a call. My parents live with me and are home during the day, my Mom needing constant care so when they showed up early we may not have had Mom bathed and dressed or ourselves for that matter. Several times I needed to "remind" them to clean the toilets in at least one of the bathrooms. We have a guest room we usually leave closed and only needed cleaning occassionally, we just asked they look in on it every time to see if it needed a vacuum or dusting. They would not check it. They needed to be told each and every time there was visible dirt. That's all I can think of at this moment.

We've used this company for regular housecleaning for years and it was fine until someone else took over the franchise a few months ago. The crew became very casual about breaking things. We had 3 things broken in the last 5 visits.