Martina’s Cleaning Service

Negative five stars if Unilocal offered such option.
It took me a while to write this review because I was so furious about their business practice. I had a groupon and it was decent. So I booked an appointment at full priced cleaning. What a mistake.
Cleaner never showed up and I had guests coming the next day. I called the company multiple times, finally reached the owner. She said the cleaner had unexpected incidence. So why couldn’t anyone contact me prior? I left work early to make sure I was home on time. It was 2 hours past my cleaning time when the owner said cleaner could come the next morning. Sure, that works since my guests were arriving in the afternoon.
Two cleaners arrived the next morning, about 20 minutes late. I asked for their names and one of them was the cleaner who was supposed to show up the day before. She never apologized. I had 2.5 hours of cleaning, and since two people showed up, it should have been 75 minutes. I have a pretty clean house and one bedroom and bathroom did not need cleaning. So all they had was 1 bedroom, 1.5 bathroom, kitchen and living room. Less than 1000 sqft in total. I stayed in the bedroom that did not need cleaning and I told them I would be there. I came out after 65 minutes to realize both cleaners took off. They never notified me and left my front door unlocked. What the hell?!?
Many weeks later I received an invoice. I told the owner I don’t want to pay for the portion of time they did not spend on cleaning. She said it’s up to 2.5 hours but it could be less. Who would pay for 2.5 hours and get less cleaning? And I told her that none of the trashcans were emptied. The owner said it is not included in the service. What kind of cleaning is that? I got a 10% discount but it was not even worth $ 10, especially since my original appointment never happened.
After four days, the owner wrote me another email. She said «I apologize very much for XYZ (name deleted for privacy). It came to our attention from other customers that XYZ is starting to cause some problems and it is not acceptable. We’d like to offer you additional discount of $ 25.00 towards your next service, if you choose to try us again with our other crew member. We definitely like to earn your business and trust and will do our best to accommodate your needs and expectations.»
So… did the owner think what happened to me was acceptable then? What took so long to acknowledge that XYZ is not doing her work? I would NEVER use their service nor recommend them to anyone, including Unilocal readers. Save your money and hire someone more reliable.

Everything started off so well. I needed my 2 bedroom apartment cleaned for a move out. I moved to a house and wanted the apartment cleaned before I returned my keys. I contacted several cleaning services but I really like Martina’s customer service. The prices are pretty good as well. For 3 hours the cost would be $ 90 and then every hour after that would be $ 35 per hour. Perfect. I figured 3 to 4 hours would be good since our apartment was in pretty good shape.
I was in constant contact with the owner and we set up a date and time for the cleaning lady to come by. I had already given them my move out sheet from the apartment facility so everything was good to go. I even confirmed with them the day before (although it should have been the other way around) and everything was set. hmmmmm not so much.
The next morning, my husband and I arrive about 30 minutes before I was say «Shannon» arrived. (No need to give actual names). Well, at 9:10, I was like hmm, maybe Shannon is lost. My husband is very impatient and wanted me to call them at 9:05 asking for an update. I waited until 9:20 to contact the manager (let’s say «Melanie») asking for the eta on Shannon.
After 25 minutes of no text or call back, I leave a voicemail with Melanie at 9:45. No call back still. Ok, it is now 45 minutes passed the time we were supposed to have a cleaning. Now I send an e-​mail to the owner and cc Melanie asking what is going on? The owner replies within 15 minutes explaining that Shannon’s child is sick and had to go to the hospital with her. The owner did apologize. She wasn’t sure if Melanie had contacted me. Can Shannon do the cleaning the next day? I am pretty much upset that my day has been wasted but ask when can Shannon come the next day and say that I have not heard from Melanie the manager.
I contacted my apartment complex since they are expecting their keys that day and explain the situation. After much back and forth, I am going to let the apartment complex clean it to their specifications and just have them take it out of my deposit so I am not charged extra for any late days.
I contacted the owner (with a cc: to Melanie) letting them know that I am no longer interested because of the circumstances. Crickets. No ok, I am sorry, can we do a free or heavily discounted cleaning for our error. Nothing. I am still agitated about this company and the lack of professionalism from the manager.