Friday, Feb. 28, 2014 1:17 p.m. - The cleaners (two guys) came just now, and one of them did a survey of the floor, and told me and my wife that we have to pay an extra 180 dollars or so for items that I can’t remember but are not part of the package that I purchased. I said I only want the service stipulated on the voucher done. The cleaner that did the survey said he had to call the office; and so he did. He gave me his phone so I could talk to the guy in the office that he was talking to. The guy introduced himself as the husband of Jennifer Dye that I had talked to twice before on the phone, first, when I set up the appointment, and second, yesterday when she reminded me of the cleaners coming today. Again I told the guy on the phone that I only wanted the service done that was on the package and that there were no mention at all of any extra charges for anything else. He told then that he needed to talk to the cleaner to which I gave the phone. He and his partner proceeded out of the house because I assumed he was being given instructions to proceed with the cleaning. To my amazement, without even coming back to the house and saying anything about the job, they left in their van!!
1:21 p.m. - I printed the voucher from Angie’s List.
1:22 p.m. - I called the Superior office at (904) 240-1362 (that’s the same number written down on the voucher) and got hold of Jennifer Dye. I told her about their cleaners making a disappearing act. I also told her that I had the printed voucher in front of me and that it doesn’t say anything about extra charges if I/we wanted the floor cleaned TO LOOK GOOD. I said I don’t care if it looks good after the cleaning as long as it’s clean (since I can at least try it myself to make it look good after they clean it up, especially with the amount they were charging us extra, which was more than FOUR times what I paid for the cleaning package!).
Jennifer Dye and I agreed for their cleaner(s) to come back on Wednesday, March 5, 2014 between noon and 2:00 p.m. Since my wife have already cleared out the area of the floor to be cleaned, she wanted the job done today (Friday); so I tried to call Jennifer again using our landline. I only got her answering machine, even though we had just hung up after trying one more time.
1:30 p.m. - Instead, I got a call from a (904) 713-1712, and when I said “Hello,” the caller hung up. I then tried to call (904) 240-1362 USING my cell phone; and the same thing: I only got the voice mail. But after less than a minute, a call from (904) 713-1712 came in; and as soon as I said, “Hello,” the caller hung up. I did a reverse phone lookup online (peoplebyname.com) on (904) 713-1712, and lo and behold! I belongs to “J******* D**” – even with the number of asterisks, it points to “Jennifer Dye”!
1:35 p.m. – I used my wife’s cell phone, but also got the voice mail – AND a return call a minute later from (904) 713-1712! This time, I let my wife answer the call, and indeed, after a few seconds of what seemed to be reluctance to talk to someone who obviously Jennifer was screening her calls from, Jennifer picked up the call and she and my wife agreed to re-schedule the cleaning today between 3:00 and 5:00 p.m. I got a phone call from Jennifer a few minutes later saying they had a “Ryan” coming over already.
Ryan did a survey of the floor, and just like the previous cleaner that came explained what they’d normally do to make it clean and look good. This time, I gave him a copy of the voucher and told him I only wanted service stipulated on in, fine prints and all.
He politely asked us if he could start the job and by 2:55 p.m., the job was done. And what a beautiful job Ryan did!!! I think this company can do their job well and should get high marks WHEN they do the job; but just be aware that, just like another feedback on Yelp.com on this company, they will try to get more money out of your pocket – much more after you’ve paid for a service they have listed at a good price. I wouldn’t call it “scam,” it’s business; you just have to stand for what you want and what you paid/ pay for.