Customer Service Evaluation

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Customer Email Details

Date Received: 6/28/21 at 4 PM
Date of Service: 6/7/21
From: Bruce Wayne
Service: Move-out Cleaning
Price: $300
First-time Client: Yes

Hi there,

I had a home cleaning on 6/7/21. The booking ID was 1001 and the address was 1007 Mountain Drive.

The apartment has been empty and vacant this month (actually it has been for a few months) because it is going to be leased starting July. So there was no one to check how the cleaning went on 6/7/21. I assumed the job would be done well given the reviews of Baltimore Home Cleaning online. However, yesterday I visited the condo (which is still empty and vacant), and found that the floors in every single room had not been cleaned.

I took some pictures and videos to show what I mean. They are attached. I could have taken many more because every room was like this.

According to your website, the cleaning service I paid for includes floor cleaning (screenshot attached), but that was not done. The apartment is empty, there was barely anything to do and cleaning the floors was the major thing we needed. I would like a refund because I did not get what I paid for. Thank you.

-Bruce Wayne

View attachments in Google Drive

Cleaning Services Agreement

Summary of relevant terms client has agreed to:

Satisfaction Guarantee

If you are not satisfied with your cleaning service, we will re-clean the areas you were dissatisfied with free of charge. You must report any problems or dissatisfaction with your service to support@baltimorehomecleaning.com within twenty-four (24 hours) of your appointment. Re-cleaning services will be scheduled within two (2) business days of the initial cleaning service.

Refunds

Satisfaction is guaranteed. If we cannot clean your home to your satisfaction, we will exercise discretion in refunding your service fees.

Read the full cleaning services agreement here.

Internal guidelines for applying the above policy:

Reported within 24 hours: offer to reclean or offer a credit towards future service. A partial or full refund is still on the table.

Reported within 25-72 hours: offer to reclean or offer a credit toward a future service. Partial refund still on the table.

Reported 73+ hours after service: credit towards future service; no refund after this point.

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