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Based on the positive reviews, I contacted Mitchell's Concierge to conduct a follow-up cleaning of my parent's home. The details I provided explained that the house had recently been decontaminated, and my request was for a deep cleaning and complete wipe down of walls, countertops, cabinets, floors, etc., to remove the chemical residue and odor in the home. Sandy assured me she could do this work since she was licensed and insured in death and crime scene clean-up. We also talked about the cleaning supplies she would need to avoid complications with mixing chemical cleaning agents. She performed a cleaning on Monday, Nov 11; I inspected it on Wed. Nov 13 since I live out of town. Sandy knew I would be arriving that day and that she would stop by for payment. Upon inspection, I found that Sandy had not properly and thoroughly cleaned the house. I sent her photos of rags and paper towels showing the dirt and filth I had collected after wiping down the surfaces she claimed to have cleaned. I also sent her before and after photos of my follow-up cleaning. Sandy immediately responded with a text and voicemail, telling me that she was not going to fuss with me about it and that she didn't have the time. Time for what, I'm not sure. She never offered to resolve the issue nor apologized. She told me to keep the payment and wished me good luck and goodbye. After leaving a review on her page regarding my experience, she responded with insensitive and rude remarks, claiming that I was dishonest and withheld information. She also went as far as to comment to reveal private and personal information about the length of my father's passing in the house and the flies she had encountered. She made a traumatic and stressful situation worse due to her insensitivity to my circumstances and the loss of my father. She continued to do so on your platform after I mentioned it. Please look into this matter to avoid this type of experience with potential customers in the future. I felt vulnerable and unprotected in this situation. Please note that some photos include a before and after of my cleaning. Thank you.
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To deal with this – say that you were not pleased with the way the matter was handled. Mention the fact that the situation was made worse by Sandy’s promise to clean the house but not doing so and her behavior which was not professional. Ask Thumbtack to consider the remarks that Sandy made, in particular the ones that show no empathy towards others and remind her to stick to her etiquette in future. Stress that the problem that you are most worried about is the low standard of the cleaning service provided, not much was done to rectify the situation and offensive comments were made in relation to your circumstances. You may also wish to put forward a claim for a refund or some sort of compensation in view of the unfinished work and psychological damage rendered.