This company is unprofessional, overpriced and poorly managed. We originally used NCM to clean our empty 800square foot condo, they charged 250$ and it was totally empty. I decided to use them again in the absence of my regular cleaner only because they are bonded and insured. They advise they would formally provide a time a couple of days prior to the appointment...I thought this was totally bizarre and inconvenient but decided to go with it. When they confirmed the appointment they provided me with yet another quote prior to seeing the house or the degree of uncleanliness. This quote was 100$ more than the original. I was now at 300$! So I called to gain clarification and spoke to Isabelle. She advised that this was a deep cleaning. I had not requested a deep cleaning and when I pulled up the website to determine the difference she had difficulty differentiating what my expectations should be between the two...in the end we agreed on 2 maids for 3 hours, 180$. The evening before I spent an hour after putting my two toddlers to bed, "decluttering" the house so that the maids could spend more time "deep cleaning"...an hour before the appointment the next morning I Received a call from Cathi advising that they would need to reschedule the appointment for the following day at 3:30pm...when I pushed Cathi to help me understand what happened and ensured she understood the accomadations I made with my kids to get this done, she continued to blame the employee. She failed to understand that this "emergency" was the businesses problem, not mine as the customer and a properly managed business would have a back up plan to ensure the commitment to customer was upheld. A test of a truly well run, successful business is when there are challenges and how they overcome them to ensure a seamless service experience for the customer...this experience was a disaster from start to finish and I will not be using their services again.
update: the company called at 1:00pm to send a crew for 1:30pm. I can appreciate that some effort was made to rectify my experience however it still did not Work with my family situation and I declined the offer. I felt that they thought I was being unreasonable and therefore that their apology was insincere.
- Approximate cost of services:
- $200.00
- Company Response
Hello Caterina,
On behalf of our Company we like you to know that we do apologize for any hardship this has caused you. I have personally went through your customer profile, and looked into the email, and call logs to get a better understanding of this situation. I see here that you requested a cleaning for July 21st, or July 22nd, if we were unable to do the 21st. You did have an Appointment for July the 21st at 11:30 am, However, there was a medical emergency that had happen with one of the crew members, and we were unable to arrive at your home at that time. We did call back requesting if you would like to schedule for the 22nd, your second requested cleaning date, and you informed us that this date will no longer work for you, because you have a baby sitter for July the 21st only. We then offered to send back up crew to arrive at your home at 12:30pm instead of 11:30am, and hour after your original appointment, and you told us that you do not wish to have services. This was our 2 back up plans for you.
Unfortunately we did not have any other crews waiting around for appointments this day, or there would not be an hour delay. We are sorry for the unforeseen emergency with our crew.
Thank you for the time you have taken to write this review, we do appreciate your feedback, it helps our company grow, and improve.