Pennys Personal Touch Cleaning

Reviews 3

VI

Vinnie Choudhry

We have been using Penny for a while now. There have been many times when they didnt show up for their scheduled clean, due to staffing reasons like one of the girls got sick or they got delayed at a previous house or whatever. This has inconvenienced us many times now. We go through a lot of trouble to tidy up and get the house ready for the maids to come, and when they dont, we have to go through it all over again. Moreover, when they have cancelled at the last minute on us, it is very hard to reschedule with them. Theyre schedule is packed so tight that often we have not been able to reschedule for a week or more later, and sometimes weve just missed a clean altogether. We had been doing a bi-weekly service with them. In addition to missing appointments, they require you to be absent from your home when they are there. They are one of the only maid companies Ive ever encountered that makes you be gone from your own home when they are cleaning. Most other companies are OK with it or even welcome it. It makes it very difficult to schedule around them because you have to be gone, and it makes it very tough to communicate with them about things you want done if you arent even allowed to be there while they are. Over time, they have also broken 2 of our vacuum cleaners. While their normal cleaning is mostly fine and good, they have often times done cleaning jobs that were substandard or not to our expectations. We have had to communicate grievances with the owner Penny several times about things her staff did incorrectly. Despite all this, we have stuck with them over time because it is hard and time-consuming to find a new maid service and go through the whole estimate and meeting process all over again. That was until now, however. We recently had bought new mattress foam pads for our beds. We asked the maids that while they were already changing the sheets on our beds, which they do as part of their clean, to place the foam pads on the beds when the put the new sheets on. In addition, there were some extra towels and sheets from the bathrooms and bedrooms they already clean that we asked them to throw in the laundry at the same time with the other sheets and towels they already clean. We wanted the sheet/towel laundry to all be done together instead of separate loads. This would have likely added a few minutes to the total clean time of that particular appointment. This was considered extra or additional services, and Penny instructed her girls not to do what we had asked of them. Then she came back to me after that and jacked up our weekly price all of a sudden by $15/clean. That was the last straw, so we have fired them. I would not recommend this company to anyone. They are hard to deal with and not very reliable. The cleaning job they do is average, and not worth the hassle you will get with them. Obvious Ja Ho is a fake person she created to respond to my review. I do run my own business. And, what I know about business is the customer is always right, and you shouldnt treat a loyal and long term customer thats been with you for years the way we were treated. Its a silly notion to state that review sites are only here for the good reviews. Thats why there is a scale. Some people are going to like a business, some people are not. A review site is here for both sets of people. I just happen to be a customer who didnt like her service, and I explained why. No need for fake Ja Ho to be insulting about it. I think she needs to take a CHILL PILL and just deal with the fact she treated a customer bad and has subpar service in general. Maybe Penny can learn from this review and do a better job for future customers rather than being so petty and bitter about it and writing fake reviews in response.

SO

Sonya Sterling

This company, despite its high recommendations and accolades, is unprofessional, discourteous and inefficient. Not only did she not show for the appointment, she did not call to cancel. The failure of them to show up for cleaning as scheduled placed my family in an unfortunate predicament, inconvenienced a third party and cost her a continuing contract for service. Details are as follows: I contacted Penny on Monday, July 21, 2014 regarding her services. I reside in Florida and my brother resides in Austin. My brother was in the hospital and his home needed to be cleaned prior to his discharge. Since I am out of state I would not be able to leave a check but we agreed that I would make payment either by credit card or paypal. I created a paypal account for this purpose. We scheduled Friday, July 25th for cleaning. The services would either be at an hourly rate of $75.00 an hour, with two people or, if I could arrange for access prior to Friday, she would go to the home and provide me with an accurate price quote. She asked that I fill out the request for service on the website and provide her the address and the details. I did as requested. I called her on Tuesday and left her a message advising that I was successful in making arrangements for access on Wednesday anytime after 8:00 a.m. She never returned my call so I assumed she would either go to review the home or charge hourly. I called on Thursday morning, afternoon and evening and left three messages to confirm the appointment for Friday. I also advised her that my brother had been discharged from the hospital and that it was imperative that the cleaning take place as scheduled and, that payment would be made immediately upon completion. Again, no return call so I assumed all was well. I called again on Friday morning and left yet another message to attempt to determine exactly what time they would arrive. No return call. Penny has NEVER returned any of my calls, nor had she forwarded any emails declining and/or canceling the appointment scheduled for Friday, July 25th. She was very kind and understanding during my initial contact with her on Monday and never would I have believed she would fail to show and cause an issue for my family knowing full well why her services were needed.

KE

Kelly Knight

Horrible customer service. I hired them for biweekly cleaning after we had a bad experience with another company and Penny assured me that they could meet our standards. They did not. It is nearly impossible to get ahold of them over the phone. They do not respond to emails very quickly either. The first time they came out to clean they did a very rushed job and I had to redo several things. They ran my dishwasher when it was less than half full and didnt even take the dishwashing tablet out of the wrapper so it didnt even get the dishes clean, but wasted water. They emailed after the initial cleaning to get feedback on the job, so I emailed back with the things that they had missed. They just responded and basically told me I was wrong about every item I had an issue with. Why would you ask for feedback if you are not going to take it seriously? After talking with Penny personally on the phone after everything, she told me that she knew from the beginning that they were not going to meet my standards. SERIOUSLY? Why did you tell me that you could do a better job than our last cleaning company and ask to prove that your company could do a great job. These are her exact words from her email after the initial consultation: "We hope you give us a chance to show you what we can do" If you are looking for a company that does a careful job and doesnt rush through the cleaning, THIS IS NOT THEM!

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