Before I start, I want to say the areas they did clean, they cleaned very well. However.... I choose Dust Queen after reading their reviews on this site. I found the reviews mixed and now I will add my own. When I first contacted them, they quoted $238 to $357. If extra time was required they would contact me. I scheduled the cleaning and they took credit card information. I asked if I could pay cash or some other form of payment after the clean and they said yes, the credit card would only be used for a pre-authorization. The cleaning crew came in and I left them written instructions to follow (I was not home). They were not even there an hour and the office called requesting more time. That was the first thing I found odd. Myself as a contractor will attempt to do the job within the time frame and towards the end of the time allocation, if more time is needed, then request it. Not, spend 45 minutes and already request more time. So, due to this request I asked them to forego two rooms and I would do them myself. Stay within the quoted price. I arrived home and found that my credit card had already been charged. So much for payment options. I found my cleaning instructions with comments about the clean (thank you ladies), but it stated that the kitchen was completed. Checking, I found none of the kitchen cupboards and been wiped down and fingerprints were still easily visible around the cupboard handle areas. The instructions did state 'clean all surfaces'. For this reason, I contacted their office and I was told they would look into it and call me back the next day. That was 6 days ago, and I have heard nothing. And finally, I went and finished the cleaning on the areas I asked them to skip. It took me 20 minutes to complete. It would not have taken two ladies 1 hour. So, would I use them again...probably not. Should you use them? Their cleaning is good, but I would suggest you be home to ensure you are getting full use of the time allotted. And customer service overall? Not the greatest. The perception is they came in and tried to get as much money as they could. I even had to ask for an invoice as I don't think they intended any further communication once they got my money. UPDATE: Dust Queen has connected me and offered additional cleaning or a partial refund. I have chosen the return.
- Approximate cost of services:
- $357.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Allan, thank you for taking the time to do your review. We appreciate all reviews. It is regretful your total experience wasn't to your overall satisfaction. I would like to address a couple of your comments to eliminate any possible misunderstanding. When you booked your service we did say we will take cash but we still required a credit card pre-authorization in the event the cash payment wasn't available as in this case the cash wasn't available and you were not at home as you requested your key be left at Unit 7 when the cleaning was completed. Your quote of $238 to $357 (approx. 4 to 6 hours) is based on the information provided at time of booking. When our cleaning crew arrived they contacted the office after 1 hour 20 minutes (per person which is 2 hours 40 minutes of cleaning) to say further time will be required to complete the home. The office contacted you and you didn't wish to pay for further time, you advised them to bypass a couple of rooms. The team then worked the remainder of the allotted 4 hours left an outline for you on the cleaning and a receipt. Your credit card was charged the next day as there was no other form of payment available. Albeit, there wasn't enough time to complete everything however, we do stand behind our work and our crew never should have started cleaning a room without completing it even if they run out of time. That is why we gave back 15% of your bill. I acknowledge your frustration and it is regretful as we do expect our cleaning services to make a positive change to people's lives. I will see should you wish to book our services again in the future there will be a $25.00 gift card assigned to your account.