Trust Cleaning Well

They wouldn’t honor their Groupon b/​c they changed their service area. Groupon won’t refined my money because they are claiming I didn’t read the fine print. I think I would check to see if my apartment was in the coverage area first before purchasing. I checked and my apartment WAS in the service area. Now they won’t cover it.
Please save your self the disappointment.

WORST. SERVICE. EVER. If it was possible to give NO stars, I would and even then that would be too much. And I never even got them to come to my house! I had horrible service just trying to MAKE AN APPOINTMENT.
I bought a Groupon for these people back in February 2012. Before I bought it, I called them and made sure they cleaned my part of town (I live in Southie near downtown and Back Bay). I was assured that I was in their territory. I made an appointment for them to clean in September. They never showed up. No call, no anything. When *I* called *THEM* I got a sort of, «Oh, well, let’s reschedule…» no apology… the person (Luciana, I think her name is, and I think she’s the owner?) had an attitude like it was MY fault they never bothered to show up.
So I’m feeling a little burned, and I’m thinking of complaining to Groupon, but I finally decide to give them another chance, so I make another appointment for them to come clean my 1-​bedroom apartment on President’s Day. I should have known an appointment on a holiday was too good to be true.
The appointment window for them to arrive was originally between 2 and 3:30, but we were awakened by a call around 10:30 — it was this Luciana woman, asking if they could come between noon and 1pm. Needless to say, we weren’t really ready for them to come that early, but we said that they could come at 1. Lucia asked me (again) if we had parking, and I assured her we do and gave her instructions on how to get a parking pass from our building concierge.
At 1:10pm (I have the screenshot to prove it) I got a TEXT from their number which said: «Can you send me your address to confirm.» I responded with my address — again — including several nearby (within a block) landmarks, including a T station. No response. And no one showed up, either. At 1:43 (again, I have the screenshot) I texted them again asking where they were.
About 10 minutes after that, I got this text: «Your place is hard to park. The women were given tickets to everybody. Sorry but girls already left. They try call you but you didn’t answer.»
No one phoned me. I had my phone right in front of me. I responded (by text, again) and told her that. The response? «They called with a different Number. This number here is the office number.»
Yeah. No one called me. Period. From any number. Which I told her.
Then I checked with our building concierge. NO ONE had tried to park in our driveway and gotten a ticket. NO ONE had come for our unit. Two other units had had visitors and been given parking passes, but NO ONE had come for our unit.
I called Luciana back and asked her where the cleaning people were. She told me that they weren’t coming back because they couldn’t park. I told her they absolutely could. She told me the story about them getting tickets. I told her that they had not even BEEN TO OUR BUILDING because not only had no one been so much as threatened with getting a ticket, but no one had tried to park there. Then she told me our building was «too hard to find.» Okay, so which is it? You can’t park in our guest parking area, or you can’t even FIND the guest parking area?
I told her that if her employees told her they couldn’t park here, they were lying to her. She got VERY indignant and said that her employees were honest and did NOT lie. Well… my concierge is honest, too… and he signed a note stating that no one had come for our unit.
After going round and round with Lucia (who apparently does NOT want her company to make any money), she told me to get my money back from Groupon and HUNG UP ON ME.
Before she did, though, I told her I was going to tell the world how horrible her so-​called customer service is. So here it is. And I didn’t even get a successful visit! I can only imagine what kind of a job they’d have done had they managed to actually show up!!!

Well, I purchased a living social voucher to try these folks out, as I was looking for a service. After months of not being able to schedule anything with them as they wouldn’t return any of my calls — AND I hadn’t even mentioned that I had a voucher — to them I was just a potential new customer, which is what I was — they finally called me after I called and complained to Living Social.
I scheduled for them to be here today (the first time they could get here — not a convenient time, but whatever. They didn’t advertise that they don’t come to Arlington but on a couple of days during the week and not on the weekend, so I took what I could get).
They reported that they would be here from 9 to 11 am this morning. At 9:30, they still were not here and so I called to see where they were. I spoke with Luciana, who first informed me that I was told that they would be here some time between 9 and 11. Okay — perhaps I had misunderstood the woman with whom I had spoken. But THEN she told me that they were probably going to be late. I said that wouldn’t be possible, as I had to get to work — and that if they were going to be late, some sort of notice would have been a very good thing. She then became very belligerent with me and asked what I wanted her to do. I said that I wanted to get here no later than 11. She said she’d have to call her people and then call me back. She did do that, and they did come by 11. Great. Not friendly or even remotely nice, but they had arrived.
I had to leave, but my other half came home so that someone was at the house. I left him with a tip for them, but given the experience getting them there I told him to use his judgment as to whether he gave the $ 20 to them (I had purchased the 3 hours of cleaning, so I thought that was a reasonable tip based on the hours).
So… I got home from work and here’s what I found:
1. I was told when I scheduled the appointment that I needed to provide my own cleaning supplies. So I left everything out (both upstairs and downstairs), but they brought their own and used what have to be the worst smelling cleaning supplies I have ever encountered. My house stinks — all over — it’s disgusting.
2. The house is not clean! Sure, they vacuumed a few rooms (not the front entry stairway, not the kitchen, and not the back area/​bathroom) and cleaned the bathrooms, but in addition to all of the areas that weren’t vacuumed, things weren’t dusted, and the floors weren’t washed.
3. My other half informed me that they did not stay for the time I paid for (3 hours, which was to be 2 people at 1.5 hours each). They were gone in an hour, so that’s only 2 hours — not what I paid for. Needless to say, they were not given the tip I left for them.
I don’t know how to explain the amazingly poor customer service, but I needless to say, I won’t be a regular customer. If companies use voucher systems to gain new customers, they should have a plan in place as to how to handle them. First impressions — bad ones especially — are hard to overcome. A first, second AND third impressions? Oh my… Trust Cleaning Services should consider changing its name.