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Le T.
2024.03.09
Verified
I have been with SVS for a few months for my Airbnb home. In the past month, I started getting complaints from my guests (the shower grout and baseboards need cleaning). I requested deep cleaning, and I flew down to check the condition of both homes AFTER the deep cleaning. And this is what I saw.
I saw black mould in the shower's grout and debris and dirt on the perimeter of the floor in various places. Black mold appears if you do not clean regularly.
I wiped a small section of the baseboards and chair rail with a white paper towel, and it turned black. I took photos and sent them to him requesting cleaning. I had a screened-in porch with patio furniture and noticed it was filthy. I asked him to clean it, and he said he had not cleaned it for months as it is an outdoor room and thus would be an extra charge.
I was shocked and asked why you had not told me this months ago when I specifically requested all my patio furniture and all rooms to be cleaned. I ask him to come down to clean. He said Ok and never showed up.
While organizing the home, I saw the laundered sheets were never folded ( instead thrown in a pile), which would explain why the beds had very wrinkled sheets and bedspreads.
I saw dried debris on the wall tiles around the toilet. vomitus or poop? dog hair on the dark blue chair with food particles, the white pan holding the washer was dirty, dried tomatoes spilling inside a kitchen drawer, and hair and balls of dust on the corners of the floor. I took pictures and texted them to him requesting cleaning.
He did not answer.
My current guests called to complain about the home's dirty condition. They stated that there was pink mould on the shower curtain, the mirrors were not cleaned, fingerprints on the microwave, and hair was noted in different places.
I called and talked to him about all these issues. He said you are a difficult client, and we will no longer do business with you.
About this review:
This client appears to have taken the time to leave a negative review despite our company having serviced her for almost a year. For context, this client is an Airbnb host.
1. In the year that we have been servicing this client, she has only brought to our attention 5 complaints for which we have diligently corrected the issues causing her guests to leave comments regarding their stay after our cleaning.
2. She did fly down, not entirely sure it was related to our handy work.
3. She references 'seeing black mold' however, this was a concern she brought to our attention received by her maintenance staff, for which we went out of our way to correct. The issue was corrected and photos were taken to verify. We had also determined it was likely mud and not black mold (because of its sudden appearance and location).
4. She references the baseboards being dirty, but in the photo she most definitely sent to the company, she is actually referring to the mid-trim molding in the photo, nevertheless, it is clear by the amount of dirt present on the 'paper towel' that she was really referring to patio ledge (which is exposed to the outside, for which we do not service, because of its exposure).
5. She has in her review identified that the patio was not serviced, and it was not. We never claimed to have serviced it. On several occasions, we told her that because it was an exposed patio, it required additional cleaning and therefore, an additional charge. She failed to acknowledge and insisted our company clean it for free.
6. She referenced the toilet and sinks being dirty. This is unfactual and not sure why she would reference it. In the instance she is referring to, another cleaner was responsible for that particular cleaning. We didn't clean in that event as verified by a third party.
7. She states that we failed to address her concern. Keep in mind that we have been servicing her for almost a year now. That stated, we did respond to her eventually, just not as soon as she would have liked (as she contacted our company after hours). This is also coming from a client who would spend 45 mins to 1.5 hours berating our staff and service manager, so in this instance, we felt it appropriate to give it some time before we contact her.
8. On several occasions we brought the shower curtain issue to her attention. We also included photos and documentation via a checklist, email, and text message. She claims we did not clean it, we originally recommended it be replaced and have serviced it since.
9. We did, in fact, fire this client. She was very rude during the last couple of phone conversations (which were recorded) and she was very nasty toward the end of our relationship. Not entirely sure why this is the case, since she's only really ever had a few complaints here and there from her guests (which comes with the territory when managing Airbnb's).
We would like to conclude by stating that we are a cleaning company and do not provide yard care or lawn mowing services. Especially not for free (even if we did, which we do not). Most reviews we receive are positive, and some are not, but all reviews we have received in the past do reference some modicum of truth. This review, however, is fueled by a person who on countless occasions has risked being fired by our cleaning company. It was not the first instance where she was rude, incendiary, and nasty over the phone. We are only now asking ourselves why we didn't fire her sooner.
- Service Manager, Jacksonville, SVS Cleaning Services