Luxurious Network

Their cleaner stole items from my home then their owner covered it up. Very unprofessional and I will be asking my bank to stop payment on this charge.

I was in need of a cleaning service at the last minute. I was delivering a luxury condo that a sports figure rented for him and his family. They arrived at the end of the day and we discovered that the Landlord did not have the place cleaned properly. The Landlord’s agent did not know of a cleaning lady, so I offered to find one. I immediately got onto Thumbtack and started receiving quotes. Since it was after hours, most of the services did not answer the phone.
Let me start off with the positives. I called at about 7PM and Carol, the owner of the company picked up the phone. After listening to my dilemma, she said she could get somebody out to the property at 9AM. I gave her the tenants phone number, address of the property and my credit card information. I was told it would by $ 105 for 3 hours.
The next morning a little after little after 10AM, I get a call from the tenant telling me she has no idea what kind of a cleaning service I hired, but an older lady showed up with a bucket, a couple of cleaners such as Windex and an all purpose cleaner and some dirty rags. She was wiping down her countertops with dirty rags. She did not have a vacuum cleaner with her and told the tenant she would just use a broom. That is just basically moving dirt around!
I immediately called Carol to let her know this was unacceptable and she told me I should let the lady finish as she was good. I spoke with the tenant again and she told me the lady was doing a really bad job and was moving at a snails pace. She said it looked more like I got this lady from craigslist than a professional, licensed and bonded company. I called Carol to say we were not happy with this lady and to have her leave immediately. I agreed to pay for the hour she was there.
A few days later, I check my credit card and I was billed for 2 hours. I called Carol who told me she was not in the office but would check into it that afternoon and get back to me. I never heard from Carol so I called her the next morning. She tells me she did look into the situation and the lady was there for an hour and 50 minutes so I was charged 2 hours. I let her know that was not what the tenant told me. I realized shortly into the conversation that it was a he said she said situation. I understand the lady had to check in with the building and wait for an elevator which added time. However, the lady was totally unprepared to clean properly. She appeared to be a total amateur. This is a 5 star building and a luxury apartment. I expected a lot more from a company called The Luxurious Network. As an owner of two businesses myself, I hold customer service in very high regard. I have eaten many fees due to mishaps to show a customer we care. I didn’t expect her to not charge me at all. Her lady drove to the property and did start the job. However, I did feel she should only charge me for 1 hour, especially when the lady she sent was totally unprepared to do the job.
The only reason I am not giving this company one star is due to the fact that Carol did pick up the phone after hours and does call back very fast. However, the quality of her cleaning service is definitely not in line with the name of her company. I will never use this company again. As a Realtor, people ask me for cleaning services all the time and unfortunately, I will not be recommending The Luxurious Network to any of them.