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Question:
Asked By Owner on June 9, 2009
Subject: Burned by Stretch Cleaning
I use Stretch Cleaning to clean between rentals. This year they sent a notice around that they needed to do a pre season cleaning before the rental changeovers. My house is very clean but Stretch said it was their new policy. We reluctantly agreed. Then we receive a bill for 4 times the usual rental changeover cleaning bill. The house was as clean as it is after a Stretch cleaning yet Stretch charged 4 times a regular cleaning to clean it. Anyone else has this happen to them?
Answers:
Submitted By Tim on June 9, 2009
It's actually pretty typical for cleaning services to charge a higher price for the initial cleaning. Their philosophy is that the initial cleaning is going to require more work to get the house up to the standards that they want to maintain.
Submitted By The Answer Man on June 9, 2009
Now that we have heard one side of the story, I certainly hope that we hear the other side.
Submitted By hmm on June 9, 2009
i think with rentals being down, they are trying to get any extra money they can. i have a friend who cleans houses on her own and she said she is way down. if i felt my house was already clean, i wouldn't have let them do a spring cleaning... that just me though.
Submitted By Jose on June 9, 2009
If you don't let them clean they would probably drop you from their service. I have friends who clean and they practically make you sign a waiver if they don't spring clean at a cost of 2-3 times more depending on the property. Otherwise they get stuck doing an extra heavy cleaning after the first tenant. It's kind of a catch-22.
The number of people who try to "cheap out" and claim their house doesn't need a spring cleaning is amazing - they all do!
Submitted By yankeemom on June 9, 2009
First off it's a good lesson not to agree to something without knowing the cost.
Secondly if anyone threatens to drop your business in this economic climate-call their bluff! State nicely, I am sorry you feel that way, but right now every penny counts. While I feel we enjoyed a mutually beneficial business relationship in the past if we cannot come to a mutually agreeable price, I will have no choice but to take my business elsewhere.
I have had my in box flooded with offers to clean, and there are postings here, in the Sandpaper etc. Heck contact hmm's friend!
Submitted By Jeff on June 9, 2009
It sounds like Stretch initiated this one cleaning before the season policy as a way to generate business during the slowest time of the year - before the season actually starts. I think that is very shortsighted for Stretch. They probably squeezed some extra money out of their customers but will probably lose some of them for the treatment. In a bad economy, if a company I used pulled a stunt like that on me, I would be extremely upset and start looking for a new service.
Submitted By Kevin M Stretch on June 10, 2009
I debate the language to write as a response. Should I write with emotion or professionalism. I will choose emotion because I have a passion for my business which not many people can say about cleaning. I was debating for years to require spring cleaning. If you ask any Realtor what is the major problem with tenants complaints most of them will say it is spring cleaning issues. Almost always when I get a complaint call on Saturday after rental changeovers it is about spring cleaning issues. Many owners say I cleaned it myself, but I leave the note for complaints with my name and my number on it. It is not the owners number. And sometimes, this angry tenant phone call comes after hours when after working my ass off I finally sit down for dinner with my family. What happens next? I get up and take care of it, because this is what I pride myself for and this is what makes me different than any one else. In the mean time, the owner of this rental property is calmly enjoying his dinner with his family. And if the owner did not let us do a spring cleaning for him in a first place, then why should I take this precious time away from my 2 year old son and leave him to take care of this owner and his property? Rental changeovers are tough. I have been doing them since I was 14 and I am now 38(24 years). I have a lot of experience and I take many classes and certifications on cleaning which most do not. I graduated Drexel University which I paid for from cleaning. I consider myself a great cleaner, I learned the most about house cleaning from older women that yelled at me and said they usually would prefer a girl, but they liked me because I listened and took care of all there areas of concern (basically I worked my ass off as a teenager to make them happy and still do). The reason people use me for changeovers is because I care. I care about the owners, I care about the tenants, who I want to have a great vacation and I care about my workers. Though, I do hate when I care more about a house then the owner does. I do background checks on my full-time workers. I do random drug testing. I played 12 years of Rugby and after changeovers when I am sweating and sometimes bleeding I feel like I played a game of rugby. Which most people can agree is tough. I am fully insured and bonded with workers comp. I pay sales tax. I have office hours with an office on the boulevard. I have an infrastructure which no one on the island has for cleaning. This cost me extra and yes It cost the clients extra. My bills don't stop in the winter.
My uncle calls the beach Cape Maybe. Maybe they will show up and maybe they won't. Maybe they'll do a good job and maybe they won't. I work hard to be the opposite. I also have a year-round staff and managers. Changeovers for me are a relationship between the owners and me. We are on the same team to make the tenants happy and come again. I accept a limited amount. I have owners that beg me during the season to do changeovers and are willing to use me for carpet, window, spring cleaning, and changeover cleaning.
Do clients need spring cleaning, YES. Is it an extra revenue source, YES. Does it give my staff extra hours and make them better for changeovers, YES. I have a manager dedicated to changeovers. If I have to choose between someone that will use me for everything and someone that will only use me for only changeovers and I have to lay off a manager in the winter, I will choose the client that uses me for everything.
This is not to go against the owners. I feel I am giving them a better product. This is not to go against other services, many are great and work their butts off and they deserve more money also. Notice the person that wrote this comment did not put their name or say the cleaning was bad (Though, now they probably will). It is because they still use me and fear loosing me. I give peace of mind on a Saturday. They pay me to worry about their house. If people aren't happy and it is legitimate, I loose sleep because I want them to be happy with us.
I am not the cheapest. I never pretended to be. A spring cleaning is about 3 times the work, so usually cost 3 times the price. I do realize some people are in financial distress and I try and deal with them on an individual basis. As soon as this was posted, I was notified by a client who cared about me who I appreciate. Otherwise I would not even know about this posting, because, I always treat my customers fair and with respect which is why I don't have to worry about checking web sites for any bad mouthing information. I care, I am reliable, I am experienced and I give you PEACE OF MIND. In my mind, it should be priceless, but in this case it does have a cost - the cost of spring cleaning. Now it's all your choice!
Thank you,
Sincerely Kevin M Stretch
The Owner of Stretch Cleaning and Restoration.
Submitted By sb on June 10, 2009
Well AM's hope to hear both sides came about. Owner, as others have stated, it's better to get the cost up front so there are no surprises later. On the flip side for Mr. Stretch, he seems to be very open in explaining why he felt he needed to institute this new policy. I wonder though if this was explained to all the customers, as he did here? In addition, I didn't understand how the biggest complaints on Saturday changeovers are spring cleaning issues. Wouldn't this possibly be an issue only for the first tenant?
I would think that if Mr. Stretch doesn't do the spring cleaning, he has the right to not take on that home for the summer. If he does take it on, then he needs to handle the tenants complaints. Mr. Stretch may want to walk away from those customers that don't want to have him do the spring cleaning and Owner may want to find another service that doesn't require them, if their businerss relationship is working for both of them any longer.
Also, thank you to Mr. Stretch for responding.
Submitted By J on June 10, 2009
I write in support of Stretch for three reasons:
1 - I know for a fact that many cleaning folks require an initial cleaning prior to contracting to do changeovers throughout the summer and have known of landlords being turned down by the cleaners because they refuse this service.
2 - Not everyone has the same standards and defines "clean" the same way. If Stretch, or any cleaner, is in charge of cleaning between rentals, they should have the benefit of having the unit start out the summer in a condition that they deem "clean". If a landlord feels that their unit is clean, then maybe they can work out some type of walk-through with the cleaner to see if the initial cleaning can be waived
3 - I've rented a house that has used Stretch. The first time we stayed there, the house had not been cleaned by Stretch and was NOT even close to meeting my "clean" standards so I had to do it myself when I arrived (not so fun when you're only staying for a weekend). We did choose to return to the same house again and that time the owner had Stretch clean it prior to our arrival. Not only was the house immaculate, there was also a notecard left on the dining room table from Stretch indicating when the house was cleaned, the names of the cleaners and their team captain, and a number that I could call if I was not satisfied. They also left a little bag of mints and a flower which I kept as a souvineer. Needless to say, I was happy which inevitably made the landlord happy. In the case here, while I can see "Owner's" frustration, the bottom line is that he or she was not forced to contract with Stretch. Whatever the final outcome may be, I wish Owner, Stretch, and everyone on this forum a happy, healthy & successful summer!
Submitted By Commando on June 11, 2009
We live in a free market economy,and therefore we Americans have many choices. We should always use sound judgment in taking any decision. If you can't negotiate a better cleaning service rate then choose another service. All of this correspondence seems irrelevant considering the many cleaning services offered for rental properties. If there isn't as many cleaning services as I may think, then "become" an entrepreneur and establish your own company. Competition makes a free market thrive!
Submitted By CL on July 1, 2009
I just notice a comment about Strecth Claening in another thread. Not a positive referral.
Submitted By Stretch Cleaning on March 10, 2010
I am already getting ready for the new season and can't let this end on a negative note. I responded to the other thread, but my response was too long and I hope the administator adds it. My complaint rate for most of my services is about 4% or less. We are always working hard to improve ourselves and to get ready for the new season and it is only March, now. I will try my best to make everyone happy. To everyone good luck this summer and have a great and safe season.
Kevin Stretch-owner
Submitted By Commando on March 10, 2010
Kevin,
As a business owner, you never want any "bad publicity". But, what I've noticed from this site is that there are a few posters that use many aliases. Based on the posts that I've read, most don't even own any property on the island -- or really know that much about the Island. Your complaint rate of 4% speaks for itself. You should do the best that you can as a business owner, and not respond to the posts on this site again. As far as you're concerned it only perpetuates the negative . My posting, though positive, will not help your PR; however, I respond to this so that you will save yourself the time and energy by not responding to these posts. Concentrate on your business, and make it the best cleaning service on LBI.
All my best -- a fellow entrepreneur.
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