CM
Charlene M
1 reviews | Active since Mar 2009
22 Feb 2022, 17:17
Horrible cleaning experienc
I booked cleaning services on the 22nd of February 2022, and they sent a lady by the name of Shylet Chamunorwa. Firstly her cleaning quality is very poor and she deliberately ignores certain instructions from the client, she will complete her work earlier than hours booked and act surprised when you ask her to finish off her tasks, then gives you a bad attitude. She also kept on coughing silently so I could not hear her, I asked her if she is ok because I was concerned about the safety of my family. SweepSouth doesn't train their staff to be honest about their health hence putting everyone at risk. I also don't understand why you sent a cleaner that I did not ask for, then you want me to pay a cancellation fee when I choose to cancel.
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SweepSouth's replyOfficial
23 Feb 2022, 09:52Hi Charlene, we are so disappointed to receive this review. While our onboarding, vetting, and continued feedback mechanisms are in place to ensure a certain level of service is met. We try to ensure mutually beneficial and respectful matches upfront, but we acknowledge that not every match will be perfect and we're so sorry that your SweepStar let you down this time around. Your low rating will also mean that you will not be matched with her again.
All SweepStars undergo a rigorous screening procedure. They are required to have a minimum of 2 years of cleaning experience or a professional qualification. In addition to this, SweepStars must have a clean ******** record and recent positive references. If applicants meet the preliminary criteria, we test their cleaning knowledge and professional skills.
We acknowledge that the platform has not assisted in matching you with the right SweepStar yet - we do want to assure you that there is a fair amount that goes on in the background - continuously in an effort to try and ensure the quality of independent contractors who have access to the SweepSouth platform. We heavily rely on clients adding a rating after any booking they have as a way to ensure SweepStars receive ongoing feedback and understand how they can improve, as well as allowing us to track a SweepStar's average rating.
If a SweepStar falls below a certain average rating, unfortunately, they will no longer be able to work via the platform. We have also set up a system that records incidents (which works very much like a points system) - what happens is that SweepStars receive particular incidents against a booking where they do not perform.
We've taken all the necessary steps to ensure that every booking includes cleaning & sanitization. All SweepStars have passed a sanitization cleaning & product usage course and are required to complete a COVID-19 symptom checklist before attending any booking. All SweepStars will wear a mask during transit and at a booking.
We would still very much like to find you the right match for you if you are open to this, but it should be noted that SweepStar's schedules change all the time as new customers create bookings and snap them up - your preferred SweepStar will not always be guaranteed.
Bookings canceled after 12 pm (midday) the day before the appointment will incur a late cancellation charge per SweepStar. A service fee may still apply. *NOTE: we do not offer refunds or credits for cancellation fees under any circumstances. This fee is paid to the SweepStar to cover the loss of work for the day and/or any transport costs incurred.
Thank you for rating your experience, Charlene. Our friendly Support Team will attend to your rating and get in touch. We hope that we are able to resolve the matter while finding a more suitable SweepStar for your home.
All SweepStars undergo a rigorous screening procedure. They are required to have a minimum of 2 years of cleaning experience or a professional qualification. In addition to this, SweepStars must have a clean ******** record and recent positive references. If applicants meet the preliminary criteria, we test their cleaning knowledge and professional skills.
We acknowledge that the platform has not assisted in matching you with the right SweepStar yet - we do want to assure you that there is a fair amount that goes on in the background - continuously in an effort to try and ensure the quality of independent contractors who have access to the SweepSouth platform. We heavily rely on clients adding a rating after any booking they have as a way to ensure SweepStars receive ongoing feedback and understand how they can improve, as well as allowing us to track a SweepStar's average rating.
If a SweepStar falls below a certain average rating, unfortunately, they will no longer be able to work via the platform. We have also set up a system that records incidents (which works very much like a points system) - what happens is that SweepStars receive particular incidents against a booking where they do not perform.
We've taken all the necessary steps to ensure that every booking includes cleaning & sanitization. All SweepStars have passed a sanitization cleaning & product usage course and are required to complete a COVID-19 symptom checklist before attending any booking. All SweepStars will wear a mask during transit and at a booking.
We would still very much like to find you the right match for you if you are open to this, but it should be noted that SweepStar's schedules change all the time as new customers create bookings and snap them up - your preferred SweepStar will not always be guaranteed.
Bookings canceled after 12 pm (midday) the day before the appointment will incur a late cancellation charge per SweepStar. A service fee may still apply. *NOTE: we do not offer refunds or credits for cancellation fees under any circumstances. This fee is paid to the SweepStar to cover the loss of work for the day and/or any transport costs incurred.
Thank you for rating your experience, Charlene. Our friendly Support Team will attend to your rating and get in touch. We hope that we are able to resolve the matter while finding a more suitable SweepStar for your home.
SweepSouth's reply23 Feb 2022, 09:52
Official
Hi Charlene, we are so disappointed to receive this review. While our onboarding, vetting, and continued feedback mechanisms are in place to ensure a certain level of service is met. We try to ensure mutually beneficial and respectful matches upfront, but we acknowledge that not every match will be perfect and we're so sorry that your SweepStar let you down this time around. Your low rating will also mean that you will not be matched with her again.
All SweepStars undergo a rigorous screening procedure. They are required to have a minimum of 2 years of cleaning experience or a professional qualification. In addition to this, SweepStars must have a clean ******** record and recent positive references. If applicants meet the preliminary criteria, we test their cleaning knowledge and professional skills.
We acknowledge that the platform has not assisted in matching you with the right SweepStar yet - we do want to assure you that there is a fair amount that goes on in the background - continuously in an effort to try and ensure the quality of independent contractors who have access to the SweepSouth platform. We heavily rely on clients adding a rating after any booking they have as a way to ensure SweepStars receive ongoing feedback and understand how they can improve, as well as allowing us to track a SweepStar's average rating.
If a SweepStar falls below a certain average rating, unfortunately, they will no longer be able to work via the platform. We have also set up a system that records incidents (which works very much like a points system) - what happens is that SweepStars receive particular incidents against a booking where they do not perform.
We've taken all the necessary steps to ensure that every booking includes cleaning & sanitization. All SweepStars have passed a sanitization cleaning & product usage course and are required to complete a COVID-19 symptom checklist before attending any booking. All SweepStars will wear a mask during transit and at a booking.
We would still very much like to find you the right match for you if you are open to this, but it should be noted that SweepStar's schedules change all the time as new customers create bookings and snap them up - your preferred SweepStar will not always be guaranteed.
Bookings canceled after 12 pm (midday) the day before the appointment will incur a late cancellation charge per SweepStar. A service fee may still apply. *NOTE: we do not offer refunds or credits for cancellation fees under any circumstances. This fee is paid to the SweepStar to cover the loss of work for the day and/or any transport costs incurred.
Thank you for rating your experience, Charlene. Our friendly Support Team will attend to your rating and get in touch. We hope that we are able to resolve the matter while finding a more suitable SweepStar for your home.
All SweepStars undergo a rigorous screening procedure. They are required to have a minimum of 2 years of cleaning experience or a professional qualification. In addition to this, SweepStars must have a clean ******** record and recent positive references. If applicants meet the preliminary criteria, we test their cleaning knowledge and professional skills.
We acknowledge that the platform has not assisted in matching you with the right SweepStar yet - we do want to assure you that there is a fair amount that goes on in the background - continuously in an effort to try and ensure the quality of independent contractors who have access to the SweepSouth platform. We heavily rely on clients adding a rating after any booking they have as a way to ensure SweepStars receive ongoing feedback and understand how they can improve, as well as allowing us to track a SweepStar's average rating.
If a SweepStar falls below a certain average rating, unfortunately, they will no longer be able to work via the platform. We have also set up a system that records incidents (which works very much like a points system) - what happens is that SweepStars receive particular incidents against a booking where they do not perform.
We've taken all the necessary steps to ensure that every booking includes cleaning & sanitization. All SweepStars have passed a sanitization cleaning & product usage course and are required to complete a COVID-19 symptom checklist before attending any booking. All SweepStars will wear a mask during transit and at a booking.
We would still very much like to find you the right match for you if you are open to this, but it should be noted that SweepStar's schedules change all the time as new customers create bookings and snap them up - your preferred SweepStar will not always be guaranteed.
Bookings canceled after 12 pm (midday) the day before the appointment will incur a late cancellation charge per SweepStar. A service fee may still apply. *NOTE: we do not offer refunds or credits for cancellation fees under any circumstances. This fee is paid to the SweepStar to cover the loss of work for the day and/or any transport costs incurred.
Thank you for rating your experience, Charlene. Our friendly Support Team will attend to your rating and get in touch. We hope that we are able to resolve the matter while finding a more suitable SweepStar for your home.