CLEAN GIANT

On May 10th, one of the Clean Giant employees stole electronics from our home and was also reported by the Clean Giant owner, Eric Snowden, CEO, of stealing a rifle from another clients home. Police reports were filed. The owner said that he would reimburse us for the thief from his personal funds and he chose not to file a claim with his insurance (we were told that Clean Giant had insurance and was bonded.) After weeks of stalling, the owner of Clean Giant, Eric Snowden, made a partial payment on July 8th for the items stolen by his employee. Eric promised the balance of the payment would be made on July 20, 2012; however, he failed to make the payment as promised. The owner has not responded to communications regarding the balance of the reimbursement.

Never use them

I purchased a coupon off of living social for Clean Giant. First of all, it's impossible to get anything booked. The owner asks you to leave a voicemail AND email them which is a little over the top because this should be a simple process. It doesn't matter though because you won't get a response to either. The first time I tried to book was May 29. They told me they had availability but then never responded to the multiple emails I sent them about getting it booked. That should have been my first clue. After several more attempts, the scheduler finally got back to me but they could not get me schooled until nearly 3 weeks out, which would have been yesterday. It's beyond me how they are that busy considering the lousy service and poor business model. Yesterday a lady called in the morning to "confirm our appointment" and I called her back within 15 minutes. Never got a hold of her after that. I made SEVERAL attempts to contact her, the scheduler and the owner and none of them returned a single call or email. If you have a coupon, I would use it quickly as they are sure to be out of business at this pace.

The entire experience with Clean Giant has been stressful and unpleasant.

Scheduling the work was very easy. The owner got back with me right away and we set up a time. I then emailed him to see what their standard services were for this program. He promptly sent me a checklist. I did not receive any confirmation prior to my scheduled appointment. I called the night before to confirm someone would be coming. (The appointment was early morning.) The cleaning person called the next morning and did arrive about 30 minutes past scheduled time. She spent all of her time cleaning 2 bathrooms and the kitchen which were my areas of concern. She did a good job in the kitchen but I wasn't that impressed with the bathroom cleanings. She didn't have a mop or broom so I was happy to provide those. She was very nice and was busy working the whole time. Some systems for contacting clients ahead of time and following up with clients after the service would help this company tremendously. Setting realistic expectations for the client would also help their ratings.

I communicated with the owner, Eric, via e-mail. Initially, he was very friendly and responsive. Once I scheduled the date for my appointment, however, I did not hear from him again unless I contacted him. That would have been fine, except he never bothered to get my address, tell me what time I should expect someone on the date, or even get a contact phone number. I sent a myriad of e-mails over the course of about 2 weeks. Each received a very short, grammatically incorrect response lacking any sort of detail or professionalism. They never even contained a name/signature so that I knew who I was talking to! Eventually I was told that I would receive a call from the person who would be cleaning my home on the night before my service, as a confirmation. That never happened. She did call on the morning of my service to finally get my address. My appointment was scheduled for 2:00pm. The employee called when she was leaving the appointment before mine to get directions. I happily provided them, and based on the time and where she was coming from, was pleasantly surprised to see that she should actually be arriving ahead of schedule. Unfortunately, 5 or 6 phone calls later, I discovered that she had no idea where she was going, did not know the layout of the city, and she apparently did not have a GPS or carry a map. I live due west of the city. She was unable to find I-465 from Northwest Indianapolis. To make matters worse, when she called her manager to ask for directions, they sent her an hour out of the way, north on I-65! She finally arrived at my home more than 90 minutes late for the scheduled appointment. She was apologetic, and I felt bad for her that there are no systems in place through the company to properly assist its employees who have to drive all over the city. I sent yet another email (admittedly, with quite a frustrated tone) to the owner to that effect. The cleaner in my home did spend the full 3 hours cleaning. However, in my opinion, she did not divide her time well among the areas which I told her were my priorities. For example, she spent nearly half of her time on my (very small) kitchen and (TINY) laundry room. Because of that she did not even touch either of the bathtubs, mop either bathroom floor, touch the living room at all, nor did she vacuum any room of my home. I felt as if she chose to be extra detailed on the "more desirable" tasks (wiping surfaces, dusting, etc), so that she would "not have time" to tackle the bigger jobs, mentioned above. While she was working, I actually received a phone call from the owner in response to my e-mail. Though he did use the word "sorry", at no point did he communicate any sort of remorse for my experience. At every opportunity, he behaved defensively and deflected the blame to anyone but himself. I was given excuse after excuse, and at one point was even told "You're not our only customer, you know. We're a big company. Stuff happens sometimes." It seems to me that an owner who takes pride in his company would want every customer, regardless of the size of the company, to have a positive experience and would do anything in his or her power to make the "stuff" that happens right with their customers. In the end, some cleaning was accomplished. Since I only paid $49 for a LivingSocial deal, I suppose I got what I paid for. However, as I told the owner on the phone, I will NEVER use Clean Giant again, nor will I recommend them to any friends or family. No amount of money is worth the hassle, the lack of professionalism, and merely average work quality you get from this company.

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