ComplaintsforTake Time Home Cleaning & Lifestyle Services

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used Take Time Home Cleaning to clean our home for over a year. Near the end this time we had 2 cases of damage to our home *** ** ********** ** ******* ******  The first instance was when a bag of tools was left on our hardwood floor. The bag was dragged around and a stone or something sharp was on the bottom that dug scratches all over the area. The owners response to this was to tell us to just wipe olive oil onto the floor. We attempted her solution to no avail. The following cleaning while we were waiting for a response regarding the floor, the cleaner used some kind of abrasive cloth on our custom shower glass walls. Her cloth also could have had a stone stuck in it but it left circular gouges over all the glass panels and shower door. We reached out to the ownership again and after taking 2 weeks to get back to us they stated that the complaint was issued to them longer than 24 hours after the issue occurred. We noticed the scratches 36 hours after the cleaning and communicated as soon as we saw them. The scratches are clear and obvious in a circular cleaning motion. The owner has refused any sort of compensation for these damages *** ** ********** ***** ********* ** ***** *** **************

  

  Business response

  25/10/2024

  ** ****** **** **** ********* *****
  * *** ****** ********* ******** *** *** ****** **** ******** ***** **** **** **** ****** Just to be clear, and to quote your wife’s email, you are accusing us of “dropping a bag of tools which we assume there was a stone stuck to the bottom o f that bag”(her words) and then on your next appointment two weeks later and Not the next week as you said—you wanted us to come back and according to your wife “used a cloth to clean our shower that, left scratches that were most likely due to a stone on the cloth.” (again her words)
  Your wife accused us of scratching the hardwoods with a stone in a high traffic area, and then again on the next scheduled appointment two weeks later she accused us of scratching her shower doors—Again with a stone.
  She insisted verbally and by email in big bold letters that we were to call You Only and Not her. We made 2 attempts to reach you by phone and we emailed you twice. All logged and in your phone history and email feed, as it is in ours. After these attempts we left it to you. *** *** ****** *** *** *** ***** ** ******* *** ** **** ** *** **** ** *** ***** *** ****** **** ** ** *** **** ** *****
  To explain:
  Our entry protocol: our staff put their indoor shoes on immediately upon entering a home. The hardwood floors that you accuse us of scratching are in a high traffic area with existing scratches.
  Dropped our bag of tools??? I don’t know what you’re referring to—our fluffy extension duster? microfiber cloths? rubber tipped mop? rubber caddy? Rubber pail? canvas kit bag with no metal gromets or any such thing?
  There is nothing in our canvas kit bag that can scratch anything—by design! Our canvas bags have nothing on the bottom or sides…no metal whatsoever and nothing for a stone to adhere to.
  Also, we suggested walnut oil (or just rubbing a shelled walnut on a scratch) Not olive oil. This was a suggestion not an admission. I’ve used it on my own hardwoods and it’s great. First attempt didn’t work so now on to the shower…
  Your shower: cleaned on a separate appointment two weeks later and after the hardwood accusation; this time you accuse us of having a stone caught in our cloth. **** *** ****** *** ***** ******** *** **** ** *** ************* There might be someone, ********** ** *** ****** that would clean a shower door with huge disconnected circles, but we don’t. Inefficient and time consuming. You reported it 5 days after your appointment, NOT that day. Your appointment was at 845 on September 23rd. You didn’t report it that day, nor the next, nor the day after that, nor the day after that. Your wife reported this by email on September 27 11:28am on the 5th day. It’s a shower located in your ensuite in your bedroom and you didn’t see it???
  That “employee” you mentioned is my Customer Service rep. That’s her job. Also, I did respond to your wife’s email. *** *** ****** ****** ****** *** * *** **** ****** ****** ** *** ***** ***** We are a very tight group and we have all been together for years.
  *** *** ****** **** ******* ***** **** ** *** ***** ** ******** ** **** ****** *** ******* ********* *** ******* ***** *****

  Cindy ******

   

  Customer response

  28/10/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  This response does not identify any of the actual problems that I listed.  *** ****** **** **** ******** **** ******* **** *** ********* ** **** **** **** **** ******* ** **** ** ******* ** *** *********  Is there any response from the owner after telling us to rub olive oil on the hardwood floor?  *** *** ******* ** ********  I do not see how anything I stated was actually refuted in any suitable ** ********** way.  This bit about not getting a hold of us is an outright lie and we called many times and when we were told they would call back they never did.  Further to this point, it is irrelevant to the fact that damage was caused to our home by their staff and no real responsibility was taken.  The cleaner uses a large bag to keep all of the cleaning tools, this is what was left and dragged across the hardwood floors.  When we brought this up and showed them scratches, they did not dispute the claim but instead gave us faulty advice on how to repair the damage ourselves.  ** ******* **** ****** * **** ******** * ***** ** ***** ******* ******* ** **** * ***** *** ** ******** ***** **** *** ******** ******.  The owner challenged our claim of the tool bag using different cleaning tools they use and challenging that a bag like this even existed.  *** ******** ***** ***** **** *** * **** ******* ** ********* *** ********* **** ***** **** ******* ***** ******** *** *** *******  

  Can the owner explain where the glass scratches came from?  ** *** *********** ** *** * **** ** ** *********** ******** ***** **** ** ****** *** ***** **** **** ********** ** ********** *** *** ****** ***** ** * ******** ******* *** **** ******* ******** **** ** ***  **** ** **** ***** ******** ******* *** **** ** **** *********  **** *** *** * **** **** *** ******  ********** **** ** ***** **** *** ***** ** *** ******** ******* *** ******** ** ****** ** ******* ***** ******** *** ** ******** ** ***** ************** *** *** *******.  I guess since the scratches were not communicated immediately with 24 hours then obviously they aren't real?  **** ********* ***** ***** ** ***** **** *** ** ********* ***** **** **** **** *** ************  * ***** ********* *** **** ** ***** *** ** **** *** *** ************ ***** **** *******   

  
  Sincerely,
  
  Jared *******

  

  Business response

  29/10/2024

  This is my final response in this matter.  I stand by my previous reply.

• Initial Complaint

  16/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contracted Take Time Cleaning Services for a cleaning of my condo on February 27th, 2023 at 8:30am. The cleaners arrived on time, my place was cleaned, and the service was fine. However, my credit card was charged twice for the cleaning in the amount of $******. The first time was February 24th, their accounting department realized they forget the tax on that charge and charged me for the tax portion on February 28th and finally, I was charged in full again on March 2nd. *** ****** **** ********* **** * **** ** ******* ******* ******* *** *** ******** ** ** ************** ** ******** ** *******  I contacted Lynette via phone and a follow up email on March 9th to ask that one of these charges be removed from my credit card. with my supporting credit card statement. I received no response and followed up on March 15th via email. I again received no response and followed up on March 27th via email. On March 27th, Lynette responded apologizing and offering me a refund by e-transfer, credit on account, or cheque. I responded saying that e-transfer would be great. On May 2nd, I called Lynette because I still had not received an etransfer in my account. After a few phone calls, Lynette agreed to cancel the etransfer and send me a cheque. I confirmed my address. As of May 30th, I still had not received a cheque. I contacted Lynette by email saying that if it wasn't in the mail by the end of the week, I would be escalating as my patience had run it's course. No response. I left messages with the owner on June 5th and June 9th - no response. On June 9th, I left a voicemail stating that if I didn't receive a response by the following Wednesday, yesterday, I would be filing a complaint here. ********** ********** ******* *** ********** ******** ** **** *****. I was nothing but polite and understanding for over 2 months. I want them to correct their mistake and issue me a refund for the double charge. ******** *** ** ***** ******** ***** **** ******* *******

• Initial Complaint

  08/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had requested home cleaning services from this company. They were supposed to come to my home at 9 am on Saturday morning. I called their office 5 times - and left five voicemails. I received a call from someone at about 9:15 informing me that the cleaning lady was at my door. That was not true. Then, the same woman called me back only to tell me that she did not know what had happened to the first scheduled cleaning lady. She then said someone ***** ***** would be at my home within the next ten minutes or so. This was at about 10 am. ***** never showed up. I waited at home until 12:30 pm. Now, I work Monday to Friday. I had things to do. I left the house at 12:30 pm. I noticed that this company went ahead and CHARGED my credit card in the amount of $****** When I called their office, they initially tried to tell me that someone did clean my house - which is NOT TRUE! Then, they apologized. It appears that there is someone else, with my same, exact name, living on my street, who did get the cleaning service. They informed me that I would be credited for the amount of $******* **** ***** ***** ** ***** ****** **** ** *** ** ***** ***** ***** ****

  

  Business response

  05/12/2022

  We won’t go into details as we are discreet about our customers *** ** *** **** **** ***** you have already been refunded.   
  When we mess up, we own it and our review sites prove that. * ** *** **** ** *** *** **** ***** ******** ** **** ******** ******* *** **** ***** ******* ** *** ************ ********** ** **** **** *** ** *** ******** ** ****** ***** ******* ** ***** ********* *** *** ******* ** **** ** ******* *********** ****************** ** **** **** *** ** *** ******** ** ****** ***** ******* of small companies who are working so hard to deliver exceptional service.

• Initial Complaint

  20/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 12, at 1 pm, the cleaning company Take time, was ordered for a deep cleaning of the house, agreed to clean one shower room and bathroom, vacuum one bedroom and stairs , first floor to wash the floor, wash the kitchen. According to preliminary agreements, there was an agreed amount of $ *** with a 2-hour cleaning, which was carried out by 3 employees of the company. October 12 at 8.30 am - the company's employees arrived (4 1/2 hours before). Two hours later, the company's employees left the house, and the company's employees also left an apology letter stating that they did not have time to finish cleaning. On first inspection of the house: 1. The floor is not washed. 2. Bath and shower not washed. 3. The kitchen is not washed. 4. Refrigerator not washed. 5. The stove has not been washed. 6. Just vacuumed the room and stairs. All photographs were taken in which the dirt left was clearly visible - the photos were sent to the customer service. Same day a phone call was also made to the cleaning company - in response they promised to call back. As a result: Nobody called back, did not answer the email . I paid $*** for a vacuumed carpet and an apology note that three people worked on it for 2 hours.

  

  Business response

  15/12/2022

  We won’t go into details as we are discreet about our customers but as you very well know, we do not provide refunds, we come back and re-clean to your satisfaction. You had agreed to this in our terms and conditions.

  When we mess up, we own it and our review sites prove that. * ** *** **** ** *** *** **** ***** ******** ** **** ******** ******* *** **** ***** ******* ** *** ************ ********** ** **** **** *** ** *** ******** ** ****** ***** ******* ** small companies who are working so hard to deliver exceptional service.

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩