On-Site Cleaning

This was sent to On site cleaning on July 15th and they have yet to do anything!!!! not an appointment NADA!!!
AN EPIC RIP OFF!!!!!!! DO NOT ORDER THESE COUPONS!!!!

I have all the emails but in short, my daughter purchased from living social 5 cleaning vouchers for me for xmas. In May I arrange with on-site cleaning to come to my house and provide me with a full house cleaning, which i paid extra for on top of my vouchers. This full house cleaning was designed by myself and the company to include washing the walls and baseboards as well as kitchen cabinets and on top of the kitchen cabinets...also was to include the regular cleaning. This was to be an all day thing and the cleaner would not leave until the job was complete. The cleaner arrived we went over the instructions with her and the went out for about 2 1/2 to 3 hours when we came back the cleaner had already left AND all the dishes from on top of the kitchen cabinets were on the counters and nothing was cleaned. The note read that we needed degreaser for the top on the cabinets and for us to wash the dishes b4 we put them in the dishwasher and that she hadnt done the basement. She also hadnt done the walls nor the baseboards nor the bathroom floor nor swept under the beds and much more not done!! I then just decided since the dishes were all over the place that i would get up and do the job...it wasnt even close to needing a degreaser i used our own green works product and a cloth and wiped it down no problem....did i mention that i am 76 years old!!! This lady did not fulfill the contract and nor did on-site cleaners when i contacted them and complained!!! I still have vouchers left with them and they do not respond to the emails as i am trying to use up the vouchers up so i can hire a real cleaning service that isnt out to ripe me off. I have asked for dates in sept 2 weeks apart so i can be done with them as they have said they are busy until then!!!! BUT REALLY THEY SHOULD BE COMING OUT AND HONOURING THE 1ST VISIT and doing the job as it was arranged in the 1st place. Essentially WHAT I WOULD LIKE IS ALL MY MONEY BACK for the 1st visit that i was taken advantage of and the vouchers that i have not yet redeemed. I have complained to Living Social and i will not stop until I am compensated


This was sent to On site cleaning on July 15th and they have yet to do anything!!!! not an appointment NADA!!!
AN EPIC RIP OFF!!!!!!!

BOTTOM LINE: EPIC FAIL. Unreliable, inconsistent, disorganized and unprofessional - I cannot recommend them even with a Groupon deal. (And please read the numerous filtered reviews which support this).

Update Apr 3, 2015 - How are they still in business?!

Update Feb 10 2014 - After almost 2 years since my review, this is the only review that hasn't been filtered...yet. If it's my Yelp Elite status that keeps this streak going, then I feel an obligation to keep Yelping (despite their questionable filtering process). Suffice to say, more reviews document the exact same problem I had. How are these guys even in business still?! Dear Internet, please stop purchasing their services from coupon sites...

Update Mar 13, 2013 - I keep updating this review bc people keeping finding it "useful". Almost a year later, people are still having similar experiences to me...BUT YELP KEEPS FILTERING THESE REVIEWS EVEN THOUGH SOME SEEM PRETTY LEGIT! C'MON YELP!

Update Oct 29, 2012 - Been getting a bunch of ads for these guys again and thought I would check-in. Since my last review, there have been 4 more filtered/removed 5-star reviews from suspicious profiles. RIDICULOUS. I can't wait until Yelp implements their "badge of shame" on businesses that try to manimpulate their scores.

Update Apr 22, 2012 - I also note 2 other reviews, 1 filtered, with exactly the same disappointing experiences

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I've never written such a negative review for any place, so here goes...

I purchased their Groupon for $109 for 6 hours of cleaning services because it was a great deal over their usual $60/hour, but it's been a harrowing experience almost from the very beginning (I didn't even bother re-scheduling my 3rd session and, instead, found a private cleaner that I've been very satisfied with). Their customer relations rep (Nadine Sidi)) is, quite possibly, one of the most inept reps I've ever had the displeasure of working with.

UNRELIABLE
You book an appointment, you receive email confirmation, then no one shows up. No word, no explanation, and then you're left to follow-up. How does this happen?!

INCONSISTENT
They advertise as bringing their own cleaning products, but this is not always the case. The first time they did a great job and left my place smelling like raspberries. The second time, many of the same items were left uncleaned (they left a table sticky!), and they used a bunch of my new dish washing sponges so I had change ALL my sponges not knowing if my usual dish washing sponge was clean or not. They even broke a glass candle holder and didn't notify me! The third time...well, no one showed up.

DISORGANIZED and UNPROFESSIONAL
Nadine is one disorganized and surly rep. Replies to emails are erratic and require more communication then you would expect.

Exhibit A: It has required a total of 33 email exchanges to set up 3 friggin' appointments over 3 months. RIDICULOUS.

Exhibit B: After being promptly notified that I had failed to leave the HST with the cleaners (for which I was never notified for nor the amount in the first place), it took 7 surly email exchanges before I was finally informed what I owed.

Exhibit C: After asking (and receiving) the HST payments for all 3 sessions together, NS neglected to keep track of this and re-requested the same after another month had gone by. Fortunately, I remembered I had already paid, or I would've had to pay twice for her mistakes! OUTRAGEOUS.

Exhibit D (updated Apr 22, 2012): It took another 13 emails and 2 months worth of follow-up before I finally recieved my (measely) $5 refund back from the HST charges. JTFC.

For a straightforward business model, it's unbelievable how much of an EPIC FAIL their service has been. I hope my review will help fellow Yelpers avoid the frustration I went through.

I found the groupon deal great for the price. I Had one cleaner that did a great job. The other 2 times, were not so good.
I have 3 counters in my kitchen, one wasnt cleaned. My bedrom side tables were dusted but my bed posts were not.
One mirror wasn't cleaned in one washroom. She wanted to use my vacuum and I told her to use her own because my bag was full.

I also had a cleaner sit in my home waiting an hour for her ride to come!! It was very uncomfortable

Communication through email is awful! I had an appointment change the night before! I don't check my email every hour so I had no idea.

0 STARS - WASTE OF MONEY

Worst experience I have ever had. DO NOT USE THIS SERVICE.

Everything Leslie W. reports rings true for my experience:

I purchased a 2 hour clean through Groupon for what I thought was a great deal in January, 2012.

I initially made the appointment for Saturday Feb 11 @ 10am. I also informed the company that I had a flight to catch that afternoon, so the timing would be important. By 12:30pm no one had shown. I attempted to call to inform On-Site that I would need to reschedule, but could only reach an answering machine. The cleaner finally arrived at 1:15pm. I apologized (?!) and explained the situation. She told me that she would clean my place "really quickly". No thanks.

Upon my return, I attempted to reschedule. The rescheduling process was a ridiculous ordeal where a date was suggested to me over email and by the time I replied, the date was no longer available. I requested on more than one occasion to be contacted by phone. This request was repeatedly ignored. I attempted to call many times on my own and left several message. These were never returned. After over THIRTY email exchanges, we settled on a date and time - early afternoon May 12th (over THREE MONTHS after I first attempted to schedule an appointment!)

The cleaners arrived for the 2-hour clean at 4pm on May 12 (NOT early afternoon). After 40 minutes of cleaning, they informed me that they were finished. Since they were done so early, I asked if they could wipe down the table and chairs on my balcony. They refused and left.

The clean they did was mediocre at best - they only wiped down shelves that could be seen at eye-level, and completely ignored everything higher (I live in a loft with 12ft ceilings, so this is significant). They vacuumed, but didn't wash the floor. They completely ignored my appliances. They didn't seem to touch my kitchen table. They left my toilet bowl full of dirty wads of toilet paper.

I did more work prepping for the clean than they did actually cleaning!

I contacted Nadine Sidi, the Sales and Customer Relations rep, about my experience. She apologized and asked for a number where I could be reached to discuss things further. I provided my number, but never received a call.

At this point I was furious, but had no interest in interacting with this company further so decided to cut my losses.

Cut to November 2013 when I start receiving almost-daily spam from On-Site about new "deals". Giving them a final chance to redeem SOME semblance of credibility, I sent one last email explaining my experience. No reply. I may as well have flushed my cash straight down the toilet with their dirty rags.

Epic Fail indeed.

I strongly advise against doing business with On-Site Cleaning. I purchased a Living Social deal for 5 two hour cleaning sessions in December 2012 as a gift for my mother and have had an extremely frustrating time trying to help her redeem them. I can't speak to the actual cleaning service because none of my appointments have actually come through yet, but basically:

1) Communication with On-Site Cleaning is terrible. They haven't responded to multiple phone messages or e-mails, including three weeks of absolute silence; they repeatedly asked me for my availability and then offered me appointments on days that I'm not available; and they respond selectively to questions so that my issues are never fully addressed.

2) I've had three no show appointments so far as well as appointment date mix ups at their end, hence, after four months of e-mailing back and forth, still no actual cleaning sessions have taken place. No explanations or reasons were ever offered for the last two no shows. Getting appointment dates from them in general is like pulling teeth. The voucher is for five sessions but they only offer one date at a time and most proposals are for a date a month or more away.

I noticed that there's a Living Social deal with On-site Cleaning again this week. If you've purchased this new voucher I'd strongly advise you to get a refund while you can (Living Social will give you a refund within 7 days). However the cleaning service might be, it's totally not worth the hassle of trying to get an appointment to actually happen.

Do not hire this company! I paid for 3 x 2 hour cleaning services (with a Groupon deal) and should have known this was a bad apple from the beginning. The "customer relations" person Jamie kept trying to up sell services to me when I only enquired to confirm time/dates and the amount of HST I would owe for their service. The worst is that they were a complete NO SHOW on the first day of scheduled cleaning. Despite numerous attempts to contact them, via email and phone, no one contacted me as to why someone hadn't shown up at my house. I wasted most of my day because of them.

Groupon has now flagged this company so as not to have any further deals with this company.

Don't waste your money and more importantly your time on this company. Use any other cleaning service and I'm sure you'll be happier.

Very unsatisfied.

Horrible company to deal with! So unreliable!

They are very difficult to get a hold of don't return messages for a long time. Then booked a cleaning and paid in advance by PayPal and the cleaners never showed up!! Kept calling the company and no one would answer and had to email many times before getting a response stating they didn't know what happened. NO compensation offered for all of the inconvenience of sitting around waiting all morning and then not getting our place cleaned when scheduled after paying for it. Would never recommend this company!

I am glad I am not alone - same with Erica and Leslie - save your sanity and do NOT deal with them - no matter how good the deal is!

1. Communication is horrible - no response after multiple phone and email messages. I then complaint to TeamBuy - then they called me. But they lie about the fact that they have already called me back. They said they never leave any voicemails. However, as my cell is also my work phone, I know that there were no missed calls from them.

2. So then we booked an appointment at least 3 weeks before the actual date. They confirmed it. I requested the morning because I need to pick kids up from school in the afternoon. They said no problem but they cannot confirm the actual time until 1 to 2 days before hand.

3. So I booked it for February 12 (which is tomorrow). I called and emailed them numerous times yesterday and today to find out what time they are coming. No response. So I called TeamBuy again to complain. TeamBuy was very helpful and chased after them for me.

4. So eventually, I got an email back from them. They said that unfortunately, it will have to be postponed until after February 27! I have had enough. Even if I re-book it, they might just cancel on me - with no courtesy of informing me if I didn't ask them to specify what time they would be coming tomorrow!

Throughout this entire ordeal, I have to say that TeamBuy customer service was excellent! They ave helped me every single time and at the end, they have refunded me (in TeamBuy credits though).

In fact, they make it even more stressful than without a cleaner. At least you can be certain as to when your house can get cleaned. So save yourself a major headache and DO NOT go with them.

Wonderful company to work with. My home has never looked cleaner. Looking forward to working with Onsite in the future. Great job guys!!!

RUN AWAY! DO NOT BOOK WITH THIS COMPANY!

They have the worst customer service of all time! It has taken 30+ emails and 2 months to book ONE of my 5 Living Social Vouchers. You might as well throw your money away.