A Notch Above Cleaning Service

Hired a week in advance for a move out cleaning. Day of the appointment arrives and ANACS is a no show. No show, no call. I was left hanging at 8 in the morning and now I have to pay my landlord to have my apartment cleaned.

Customer BEWARE!!! This company has unethical practices and the business owner is dishonest and unprofessional. We hired them to do regular cleanings in our home. We complained to Ms. Thor-​Thompson three times about her service before ending with her (we were trying to work with her to fix the problems) and each time her suggestion was to fire one of her staff. She appears quite disloyal to those who work for her, which should have clued me in that she is not to be trusted. When we fired her agency one day after prepaying, she avoided returning the money and eventually refused, highlighting an incredibly misleading section of her contract. The contract itself should have clued me in-​it is laden with emotional statements and, in hindsight, is a red flag that she behaves unethically when push comes to shove. I not only would not recommend her, I intend to warn others about her business practices so they can avoid being taken advantage of.
You should note that ALL of her positive reviews on Google are for initial cleans. She offers a discount to post a positive review. I can imagine that others that have worked with her more than once have information that would be worth sharing… She cleaned our house just fine the first time-​it is her ability to provide a consistent service and to behave honestly and professionally that is seriously lacking!
This is my full complaint, logged with the BBB, that Ms. Thor-​Thompson has failed to address:
This business required 30 days to refund pre-​paid cleaning services. At 30 days the owner changed her policy, refusing any refund, despite contract.
About January 15 I retained A Notch Above to provide cleaning services in my home and signed a contract provided by the business owner, which required pre-​payment of services (one month in advance). Each service would be $ 110 paid in cash.
On 3÷13÷15 I addressed issues I had regarding areas of the house not having been cleaned at all, and cigarette butts being discarded on my front porch. I addressed these concerns and was assured that her company would fulfill their promise to clean specific areas in my home and to refrain from smoking on my property.
On 4÷26÷15 I returned home and found that my couch was dirty and had our dirty dog blanket strewn across it. I emailed the owner, described the issues I had observed, and informed her that I no longer wished to retain her services. At that days visit I had prepaid for the following month ($ 220 for visits in May 2015) as I had expected that the owner would have taken my previous concerns seriously and provided a thorough cleaning of my home.
Upon receipt of my email, Ms. Thor-​Thompson highlighted the following from her contract: «Finally, if you decide you are no longer going to use our service, thirty days notice is required in order for pre-​paid services to be fully refunded.» I told her I would expect the refund by 5÷26÷15, based on the contract requirements.
I had not received the refund by today, 5÷28÷2015 and emailed Ms. Thor-​Thompson. She responded saying the following: «What the contract says is prepaid cleans are not refunded unless thirty days notice is given of intent to discontinue services.» I believe this is a creative interpretation of her contract, in an effort to keep money that was paid for a service she never delivered.
When I let her know that her contract promised a refund for prepaid services she stated: «I have a signed contract in which you agreed to the terms and willfully signed and dated upon initiating services. That is legal and binding this is not my first go round. As previously stated I will send a copy upon returning to my office. Have a great day.»
I believe Ms. Thor-​Thomspon is behaving dishonestly and am disappointed in her lack of willingness to engage in honest and responsible business practices.

Bridget and one of her staff just finished cleaning our apartment, and they did a fantastic job. We’ve been here about 6 months and the place wasn’t exactly sparking to begin with, but we’ve also fallen behind on cleaning due to demanding work schedules, holiday travel, etc. It was time to bring in the big guns. The ladies were friendly, efficient, and thorough. Even my dog, who typically barks her little face off at strangers, liked them. Very pleased. We’ll be having them come over monthly.