Spruce: Cleaning & Chores 4+

I was hesitant to try a new service for a trip out of the country, but I’ve had an incredible experience with Spruce. My cat cannot handle the stress of being boarded and always becomes ill with feline respiratory viruses, so I decided to try Apartment Butler (aka Spruce) since I had a coupon from my apartment complex. I was able to book in advance and provide specific instructions for care (where toys and the litter genie are kept, details about his mannerisms/play). I received a text message from my caretaker on the scheduled day notifying me that she had arrived and would send me another message at the end of the visit. Not only did I get an update on my cat’s visit, but also pictures of one very happy fur baby! In addition, a team member reached out via email because I booked appointments too far apart for their out of town policy (which I was unaware of) and offered me a complimentary visit to ensure my cat was properly taken care of. I am so pleased with the level of care and attention to detail, with the added bonus of allowing my pet to stay in his comfort zone. I will absolutely use this service again and again.

I paid for a move out cleaning as well as the removal of two bags of trash. The cleaner was in and out of my place in under an hour, which I found somewhat concerning as this is their most comprehensive service, but I chose to be optimistic. I arrived at my apartment the day of my walkthrough, and the cleaner had clearly done nothing more than a cursory wipe down of the floors and counters and had not removed the trash from the fridge, which is what I requested. To be clear, there was no other trash to be taken out. After waiting on hold for an hour, I spoke with someone in customer service who told me I would be receiving a refund as well as the Move Out Cleaning Guarantee to cover any cleaning fees that I was charged by my property management since the cleaning they had provided was done so poorly. She requested I send over pictures of everything. I provided the pictures, and I was then told that if I requested a refund, a partial one at that, it would forfeit the guarantee. So while they acknowledged that the cleaning was not up to standard for what I had paid for, they basically said I had to chose between paying for half done service and receiving reimbursement for the charges I’d get as a consequence of that, or getting *partially* reimbursed for the cleaning itself and then being responsible for the charges from my property management. Truly a ridiculous experience.

I scheduled a premium cleaning with a few additional add-ons as I had moved out of my apartment and just needed a clean before the walk through. I received a text the day of my scheduled service saying Ana was on her way and would text me when she arrived. I received a text when she arrived and then literally 2 minutes later received a text that she had finished and was sent pictures of my apartment. I was hoping that maybe Ana had just forgot to check in when she actually arrived and that she didn’t actually only spend 2 minutes in my apartment. I went to check on my apartment later that evening and absolutely NOTHING was done to the apartment. I have a dog and there was dog hair all along the base boards,no vacuuming or mopping, kitchen had not been touched or the restroom. I called customer service and was told I might be able to receive a partial refund but they couldn’t make any promises. Um what? Thankfully in the end I was able to receive my full refund but I truly believe it was only because I continued to email with customer service and call them about what happened. I even had one customer service rep tell me that he could tell from the pictures that the apartment hadn’t been cleaned. How embarrassing for this company. I wish I would have read reviews before booking with them. It seems like this is a reoccurring problem for other customers. Stay far away.