Auckland Cleaning

Goodnest came up on our treatme deals so we thought we’d give them a go, the website looks great and with a 100% satisfaction guarantee, why not?! The first cleaner was a nice lady though very slow and not very thorough, I had to scrub the shower properly and do another vacuum after she left, she didn’t go under or lift anything, she didn’t clean the oven which was included in the deal, we had her back again thinking we would give her another shot and more guidance, unfortunately she was much worse, very slow and seemed to fluff around a lot. Third clean a younger girl arrives I gave her direction and outlined expectations of the clean just to be clear, she was very slow spent nearly the whole clean just on the floors and had terrible body odor, again a really nice girl though didn’t seem to have any solid training or very good time management. I had relayed all of the above information to Goodnest and no steps were taken to rectify anything, strange that considering the website states ‘100% satisfaction guarantee’. Obviously I’m a sucker for punishment and decided to give them one last chance so I went ahead and booked another clean (idiot mistake) ok last shot, I went ahead and booked a clean, received an email confirmation a day or so after for 8am, I received a text from the cleaner trying to change the time to 1pm, I let her know this wouldn’t work for us and she said she would call the head office to find out what’s going on, I later received a text asking for my address, which I thought was strange as previously cleaners were given this information, anyway after not being able to reach anyone at Goodnest I decided to give her our address and asked if she could make sure her vacuum is empty and we would supply a mop. (Previously vacuums of cleaners from Goodnest were full and mops dirty) didn’t think this was too much to ask of? I then received a ph call from Kristen (the cleaner) lecturing me on the way she cleans and calling my me rude for the above requests, I was really confused as to why my requests would be taken as rude? And I didnt feel comfortable having such a confrontational person coming to clean my house, she was very rude and basically told me she didn’t want to do the job because «she has her ways». After this incident I sent an email to Goodnest explaining the above and was told by Samantha (goodnest support) the cleaner was new and she also found her rude and difficult after speaking to her, Samantha apologised and assured me she would send a great cleaner, and also apologised for the bad run of cleaners we had and agreed we had bad luck. The next week we had a couple arrive an hour late (which suited me as I preferred 9am over 8am having a busy toddler) though not very professional, they worked well as a team and got in and out fast, they didn’t lift things and weren’t overly thorough though they did work hard and I liked that it was two of them, they were also very nice, things were finally looking up, we were arranging them to come weekly where I though with some communication they could get to know my expectations better. Unfortunately I checked my credit card statement on the weekend and discovered I had 3 separate charges taken off my card all on the same day, that I had not approved nor been told about, after emailing Samantha I was told she was about to email me, they were apparently charges in advance for future cleans, this does not sit well with me especially after our previous experiences with the Goodnest cleaners, I am not happy to pre pay for services that are not ‘100% Garanteed’. I have now canceled any further cleans and have learnt my lesson with this company, I’m just not prepared to have random amounts taken from my credit card nor do I trust they will guarantee the work of their cleaners.