Disorganised, disruptive service with poor communication
We had a short experience with Brie & Lee from PSB, we found their service to be very disruptive & disorganised with very poor communication.
We had 5 regular cleans over 2.5 months which included 1 no show, 1 same day cancellation, 1 reschedule request with less than 2 hours’ notice, 1 overcharged invoice, 1 week to reschedule a clean request I made despite multiple follow ups. Upon cancelling, I received a snarky & condescending response. For anyone interested I have detailed our experience.
Enquired for fortnightly 2 hour cleans (general), PSB recommended initial 3-4hr clean, we advised were wanting them to pick up where recent cleaners left off. I specifically asked for 2 cleaners to make 1 hour attendance.
5th Dec – in person quote carried out with Lee, no timeframes or terms of service were discussed or ever sent to us, he offered the option of cash payment, his summary was yep all good. I took this to mean our request for 2 hourly cleans was fine.
8th Dec – Just Lee attended for 2.4 hours, inv was overcharged at higher rate. No due date on inv. Paid on the 11th.
22nd Dec – PSB rescheduled to next day, less than 2 hours’ notice. 3hr clean total. We followed up inv, rcvd 30th Dec, paid 2nd Jan.
*confirmed 2 hourly cleans moving forward as per original request, they advised they would stick to this but wouldn’t have time for dusting*
5th Jan – No show, waited 45mins, called - no answer, rcvd SMS saying they wouldn’t be attending until next day, an ‘automated’ message mishap was blamed. Inv rcvd 6th Jan, paid 8th Jan.
19th Jan – I requested to reschedule in advance, it took 1 week to reschedule (cue no response, slow responses, follow ups). Rcvd a msg 22nd Jan confirming available time, I agreed to straight away, they didn’t show, waited 45mins, called - no answer, I rcvd a msg saying they’d come at a later time, which I agreed to, 10mins before agreed time, they cancelled to next day. Inv rcvd 23rd Jan, paid 24th Jan.
2nd Feb – Just Lee attended for 1hr20mins, visibly agitated, he spilled an entire mop bucket which he spent a good amount of time cleaning up and swearing about, he left without mopping our front living area with no communication, reduced inv rcvd 3rd Feb, paid 5th Feb.
The kicker was when I cancelled their services on 5th Feb, I sent a message advising I was confused about what happened when Lee left abruptly and advised I was finding their service too disruptive as per above events and wished them the best, I received a snarky, condescending message from Brie, accusing me of lying about the last clean not being completed (I was here.. she was not.. also in their words 2 hours wasn’t enough time to include dusting, yet Lee had managed their clean PLUS spending a long time cleaning a huge mess in just 1 hr 20mins?), she advised I would understand the school holiday period being tricky when my kids were older, and disagreed with our version of events (everything I have stated can be backed up) - the punch line was advising they were about to fire us anyway due to late payment.
In truth we found the same day payment difficult to manage and an unrealistic expectation, we also run a busy life with 2 small children, as above our payments were always made within 1-3 days. We were not aware of same day payment until the 2nd clean which also made us uncomfortable as it left no time to address any issues etc.
We were understanding and flexible throughout the disruptions, whilst they offered none to us as the client. They brought their children along to a few of the cleans which was fine but again, communication would have been appreciated, on one occasion I had to move out a work meeting (we have a small house) as they never communicated if just 1 of them were coming, meaning longer onsite, I had to take my young children out of the house on 2 occasions where they moved our cleaning schedule to allow them to work, we kept working with them despite the no show, cancellation, rescheduling, erratic communication until it became too much on the last visit with no communication/unfinished work. The only time they communicated effectively was when they were chasing money.
I was shocked by their response to us cancelling which is what has compelled me to give our feedback.