Luce Maintenance Group

The cleaners are hits and misses. But what makes hiring Luce so unpleasant is that the operations team have no regard for the customers nor the cleaners.

1.

They change the cleaning slots without consultation with the customer. I had a fixed weekly schedule. One day before the scheduled cleaning, I was simply sent a message that my new permanent schedule is changed and the cleaner will be changed. They simply don't care if you're available nor your preferences.

2.

Keeps changing cleaners and won't accommodate the customer's request. It takes a cleaner roughly 3 visits to get used to the house. Eg knowing where the things are, the preferences. Just when we have trained a cleaner for the house, they will change her.

Any request for the familiar cleaner will be rejected by operations, even if the cleaner is available.

3. Billing. It took me 1 month to get a response. I paid a bill but still kept receiving overdue notices.

The website/app invoice download doesn't work. Took me 1 month to get a detailed invoice.

4.

Cleaners only get 1hr to eat and travel from house to house. They work from 8/9am to 9/10pm.

I just started to use this service for 1 month as the price is reasonable. However, the first day is disappointed as a cleaner is stubborn to change to another task if the equipment was not available for the first time.

I do not mind if one task such as mopping is not done. What I mind is the cleaner keeps on nagging that the floor is very hard to clean. In the end, I asked her to get a new mop immediately. Secondly, they also change the cleaning slot as per their will or the cleaner is sick without informing the supervisor.

When I inform the management, then they said the schedule is not updated. Somewhere the communication had a breakdown. Third, their hotline is permanently busy but the good part the replied message reached us in 10 min. Lastly, the cleaner like to dig into our family background like the price of the house, the money of the sold house whereabouts, etc.

The customer service rep mentioned they will look into it, and I hope they mean it. later.

One thing is good, the cleaner can keep the area clean.