UpkeepX

Hi Ilana, We appreciate your feedback and would like to clarify a few points. Regarding the photos, they were taken during the initial walkthrough to document the job. While they are uploaded to our server, they are only visible to you and our company. These photos help us maintain transparency and service accuracy. Initially, you stated that the cleaners entered a restricted area, accidentally dropped the safe, and that your passport was missing—though you weren’t even certain if it was inside the safe to begin with. Later, you claimed that they "accidentally opened" the safe, which is both inaccurate and a serious accusation. The pictures clearly show that the safe was on the bed in one of the bedrooms and fell due to a vacuum cord, as there were only a few power outlets available. You were present near the bedroom door and personally picked up all the contents. This confirms that the safe was not in the restricted area you asked the cleaners to avoid. Additionally, the safe was already open when it fell. A safe requires a key or code to be opened, which our cleaners obviously did not have, so your accusation that they opened the safe is incorrect. Once this was clarified, you then shifted focus to claims about cleaners entering a restricted area. Regarding the cleaning service, you requested a deep clean, but the actual condition of the home differed significantly from what was described over the phone. The level of organization required was beyond the scope of the service and was not included in the quote. While we acknowledge that a few areas were not cleaned to our usual standards, they were heavily cluttered. Additionally, you requested the cleaners to clean an extra bedroom, wash multiple loads of dishes, and complete various other tasks—which they did as a courtesy beyond the agreed-upon service. Our cleaners requested you to do a final walkthrough to review the cleaning and address any concerns, but you declined. Despite this, we still issued a partial refund. Your claims and timeline of events have been highly inconsistent. We strive to provide quality service and address concerns fairly while ensuring an accurate representation of events. UpkeepX

Thank you for your feedback, Ken. I’m sorry to hear about your experience and apologize for any inconvenience. To clarify, our service does not include moving heavy furniture, and everything from our checklist was completed. Unfortunately, the cleaner overlooked the add-on service for the refrigerators, which was an honest mistake. (We have already taken steps so that this can be avoided in future). As soon as we were made aware, we offered a re-visit to clean the refrigerators and address any other areas that might not have met your expectations. Since you declined, we immediately processed a refund for the missed add-on. We appreciate your understanding and thank you for helping us improve our service.

Hello Ray, we're glad to hear that you had a good experience with us. Your recommendation means a lot to us, and we’re grateful for your support. If you need any further assistance or have any future cleaning needs, please don’t hesitate to reach out.