Blatantly rude and unprofessional service, don't waste your time and money
I would not recommend the services that this company provides simply because of the staff that they have on hand. I have dealt with multiple cleaning services in the past but have never dealt with such unprofessionalism and rudeness as I have experienced with this team. I was specifically in contact with an individual called Ramon, who initially was friendly. However. the tables turned dramatically after some a request was made to his team. I have decided to post the detailed explanation that I have provided to the company below also, so that others can review and make an informed decision before approaching this service.
My request, which was made in a kind and respectful way toward Ramon was for him to dust an area under the bed in one of the bedrooms ( he had told me before the start of the job that he will just move things around to clean them, and i would not have to move objects). This was discussed prior to the start of the job. My ask was based on the fact that he did not do this, and requested kindly for him to dust that area under the boxes beneath the bed. His reply verbatim was:
“ you can move the bed or boxes and i will re-mop”, I continued to explain that there is no need to mop, but just dust underneath. He again stated “ you can move the bed or boxes and i will do it”. “ if you aren't happy with my service i will leave”.
I stated to him clearly that i was happy with his overall cleaning, and i had mentioned this multiple times, however he continued to show not only attitude but complete rudeness. I reminded him that I am paying a lot of money for this service, to which he just continued to give unprofessional looks.
I told him that the doors need to be cleaned and it was a part of the service i will be paying for and was prior discussed in email. However, he refused to listen, again gave attitude and said that it will be 25 euro extra to do this. I mentioned then that i will be calling the main offices to which he replied that he “does not want any complaints, and i can call the office but if im not happy he will leave”. I assured him i am calling the office to verify the door cleaning situation, and i did let the team on the phone know of the extreme lack of customer respect or understanding that i was also receiving.
During this entire interaction, i was polite, and did not raise my tone. Unlike the supervisor Ramon that I was dealing with.
Upon leaving, he stated further that he “knew i would be complaining”, and walked out the door. I do also understand Romanian and heard the supervisor speak with the two individual girls complaining and telling them he doesn't know what i want etc. However, I was clear in my communication with him from the beginning and had stated multiple times it was not that he was not cleaning the areas well, but that he missed to move one area when dusting.
Furthermore, due to the miscommunication the cleaners have with the internal staff, Ramon did not seem to have the up to date discussion that i had had with the internal team via email. For example, he also argued that the oven was not due a clean, when i had the oven cleaning confirmed in writing too.
The team then decided to leave with the work less than half way done. Upon speaking to the sales team via email, I was told that the team were unable to work under "such conditions" as if I was the individual causing them mental stress.
This statement was further appalling, as my ask was simple, polite and not outside of what was already discussed prior to the cleaning.
The sales team did state that the team working prefers to have the inspection done after all the cleaning is done with. Now, that would have been fine had they also communicated that to me prior to starting the job. I had asked only one thing, that was within our agreement, politely, and had the most unprofessional outburst I have experienced to date.
If you are looking for a professional and competent team, do not contact Top Cleaners.