Clean Arrival

Keywords: Extremely last min cancellation/unreliable/short staffed/no flexibility

I am extremely disappointed by Clean Arrival. I scheduled a deep cleaning for a townhouse we will be moving into. Clean arrival called me to cancel less than a 24 hours before the scheduled appointment after multiple confirmations via emails, text and phone call. Leaving me scrambling to find a replacement since I scheduled moving company and other things the day after this cleaning appointment.

The reason Clean Arrival gave out was staff member calling in sick, which in my opinion is despite it being likely the truth just a way to try to justify short staffing issue. I suggested Clean Arrival to move existing reoccurring client to a later day so they can fit me in but was told that's not an option without looking into it or trying.

I am not here to bash Clean Arrival on their cleaning qualify. I am sure they do a fine job base on other reviews. But if you want reliable cleaning service that respect your time and able to be flexible when issue occurs, find another company. Short staff is not an excuse to cancel last minute.

We've had the Clean Arrival team come 3 times now and they are great. Alice in the office is so sweet. The cleaners come on time, are so nice and respectful of us and our home. I love coming in to a sparkling home without strong cleaning supply smell, everything looks orderly but not changed. It's exactly what we needed. I highly recommend Clean Arrival.
Also, they have an online portal for payments, tipping, reminders for service, schedule changes. It's very convenient.

We booked this company weeks ago to come clean the place on a Friday that we're moving into Saturday. Get a call the day before the scheduled date saying that someone called out sick and now they're too short staffed to clean our place. No flexibility to reschedule other people, only suggested that they could come the following Monday or Tuesday, which we explained would not work for us as we're moving into this new place on Saturday. Refused to reschedule other clients to try to accommodate the extremely unprofessional last minute notice. We then asked for them to come Saturday instead and received "we dont work weekends".

I get people get sick 100%. That isn't the issue here at all. The issue here is the unwillingness to be flexible with us on our schedule with the last minute notice.

Be careful scheduling this company if you're on a tight window at all.

They did an amazing job cleaning my house. I've had a difficult time keeping up with a toddler and a baby who have made it their live's work to trash my home, so we badly needed the help. I was pleasantly surprised that a team of 3 came, and they were able to get it sparkling clean in no time at all. I'll definitely use Clean Arrival again!

I hired Clean Arrival to do a full house deep clean when I moved. Their intake form really helps clarify what you need done so the pricing and effort is fair and transparent. The team of 5 cleaned really well. The window wells never looked as clean, and the whole place was sanitized and sparkled.

We just signed on with Clean Arrival and we are so pleased with their work. They were very flexible and accommodating. Our house looks amazing. They wore masks the whole time and maintained social distance while we worked from home.

To anyone on the fence about getting housecleaning services during the pandemic, I recommend you do it! I'm enjoying being in my house so much more now that it's clean. This is going to be very helpful for my marriage, too. You are worth it!

I've been using this company for over a year now, and I have found them to be fair-minded when it comes to pricing (we have a big house, but we don't need the whole thing cleaned regularly, and they were willing to work with us to identify the right amount of cleaning to meet our needs). The communication is stellar, and with recent shifting needs around safety in regards to viral spread, I have been deeply appreciative of their willingness to wear masks and gloves for hours on end while they help us keep our house clean as we lose track of what day (or month) it is.

We use them once monthly and it has been a sanity saver. I fantasize about hiring them for a weekly visit... but in our case it may be some time before we're spending that kind of budget.

There have been a couple of cleanings here or there that didn't meet my expectations, and they have always been receptive to feedback and willing to take steps to make it right. (The very first clean, left a watermark from a mop bucket on our wood floor and I lost my marbles, but they made efforts and suggestions to fix the issue quickly). In my book customer service goes a LONG WAY. BUT also, the majority of cleanings have been fantastic and having my house clean enough to notice a mark on the floor, or a window blind that didn't get dusted is huge.

Your first visit you should plan on a deep clean, it does two things 1) it helps you and them get to know each other and your houses needs much better 2) it's easier to maintain monthly cleanings with a house that has already had the grout scrubbed.

Finally, I appreciate that we can add deep cleaning on specific items as needed. One month, we added just a deep oven clean and it was super helpful.

Professional, friendly, thorough, and a super easy to navigate online system coupled with helpful humans on the other end. My picky and cold-hearted consumer heart highly recommends these fine folks.

I don't usually leave negative reviews because I find them kind of pointless and somewhat cruel. I usually only leave good reviews unless something really stands out as bad. Most issues can be resolved by talking to a business owner, and I don't believe in leaving bad reviews to "punish" businesses. It's hard enough to be a business owner, honestly. But I felt that I should post my experience with Clean Arrival here because I chose them based on their good reviews, and I thought other potential customers should hear a not-so-great experience.

I had Clean Arrival clean my house about 3 or 4 times. They did an... OK to kind of bad job each time. I would give their cleaning quality overall 2.5 stars, maybe 3. I'd notice areas of the floor that were a slightly different color because they'd only mopped in the center of the room, not the entire thing. There would be spots on the floor from before the cleaning that just never got cleaned. I'd find dust bunnies in corners after they left, they never moved items on shelves to dust under them, there were cobwebs on my (low-hanging, not ceiling) kitchen lights, the list goes on and on.

These are things that just shouldn't happen when you're paying what feels like a lot of money to have a house cleaned. I'm a nice Italian girl from the east coast who loves cleaning her own house, lol, but I also have a disability and can't do it anymore. This is hard for me. So I told myself every cleaner misses things and I just had super high standards.

But then my duster went missing. My husband and I started to move into our house in September -- but only began living here full-time around Thanksgiving. We just got married, so lots of items were being sent to the house from our registry. One of these items was the duster. It's an OXO duster, fancy, you know the kind. It went missing one day. Well, with COVID, we've had no one in our house but cleaners, so naturally I thought a cleaner from Clean Arrival accidentally packed it in with their stuff. I reached out to Alice, the owner, and asked her if this was possible and if she could check. She politely agreed to check, but stated shortly after that she couldn't find it among her vans. That's fine. I was pretty positive it got taken accidentally, but it's not a big deal, so I let it go. I definitely don't think anyone took it intentionally, for the record. The cleaners I had seemed very nice. It's just that items don't walk out of people's houses.

Had another cleaning that was... OK. It was before Christmas and we baked the cleaners cookies. They were nice, as they always were, but not thorough. Aside from the usual dust bunnies in corners, I noticed after they left that there was what looked like a bleach spot, or a spot of white discoloration, on the bathroom rug we just got off of our registry. These were nice Crate and Barrel rugs from our registry, and I was annoyed. I don't use bleach or any non-color safe cleaner and I hadn't cleaned since we got the rugs, just a few short days before. I reached out to Alice again and told her, politely, that I think a cleaner accidentally stained our new rug. She didn't offer to replace the rug. She replied that it's not possible, that they don't use non-color safe cleaners either. I understand that, but it's also simply not possible that this happened another way. Stranger things have happened, but this one was just not possible from any other source. So I didn't let it go this time: I requested a refund on the item, $35. I thought that was more than fair.

I also decided at her initial refusal that the subpar cleaning, inattention to detail, and making off with my stuff was enough and I reached out to other cleaners. I planned to inform her of this on Monday, but before I could I got an email from Alice stating, "We greatly appreciate your business, but I believe at this point our services are not the best fit for your needs and we will not be able to continue services." (It should be noted, Clean Arrival did offer to refund me $35 to replace the rug in that same email.)

This was the most bizarre message I'd ever received from a business owner. Who decides that replacing a $35 rug is grounds to terminate a business relationship with a client who is always kind, polite, and bakes your cleaners cookies? It was downright creepy. If I was hostile, demanding, rude, I could definitely understand. As a business owner, I would -- and have -- cut off customers who are abusive. But if a client politely states they know for a fact that an item was damaged by your cleaners and the item is $35, is it worth losing hundreds of dollars, thousands over years? Ultimately, this act is what made me write this review. I would caution anyone doing dealings with this company that their practices are, well, kind of unreasonable.

We absolutely love Clean Arrival! Not only are they always punctual, but very thorough and detail orientated. We trust them completely. Communication with Alice is great! She is kind, understanding and always takes care of our special requests :-) We love coming home to a clean house!

Clean Arrival does an amazing job of cleaning our house. I appreciate how thorough they are, and I'm able to change my information or reschedule online very easily if need be. They are also super friendly and responsive! Definitely recommend!