Spruce

I have paid 200 dollars for premium…

I have paid 200 dollars for premium service but they wasted our money did not provide good service

Unsatisfactory Cleaning and Customer Service

I paid $184 for a Premium Cleaning service + 45 minutes of organization. As a customer of Spruce for over three years, I was very disappointed by this experience. The cleaner arrived well outside the scheduled arrival window, and multiple areas still contained visible dust, dirt, and debris after the cleaning was completed. I documented the issues with photos and videos and submitted them to Spruce for review. After multiple emails back and forth, Spruce declined to provide a redo or refund and offered a $15 credit as the final resolution. I requested the opportunity to discuss the matter by phone, but that request was not accommodated. I was told that support is not currently provided over the phone. I am disappointed by both the quality of the cleaning and the resolution provided. I will not be rebooking.

Three Weeks of Planning, Four Hours Waiting, No Service

I booked a cleaning service with Spruce on May 25 for an appointment on June 12 and received confirmation emails as recently as June 10 that the appointment was confirmed. My service window was 1-5 p.m., but at 4:50 p.m. -- just 10 minutes before the window ended -- I was notified that Spruce would not be completing the service. What was even more frustrating was the inconsistent communication surrounding the cancellation. The email I received stated that Spruce was "closed." The text message said they were "unable to make it" to my service. In a chat with customer support, I was told they had "made every effort" to clean my home but were unable to due to "conditions outside of our control." These are three different explanations for the same missed appointment. I had specifically scheduled this cleaning ahead of family visiting for the weekend and planned my day around the appointment. Spruce automatically rescheduled me without confirming my availability and initially offered a $20 credit, later increasing it to $35, along with a refund. This was insulting. Unexpected issues happen, but customers deserve timely communication and a clear, consistent explanation. Instead, I lost an entire afternoon waiting for a service that was canceled at the last minute and received conflicting information about why it happened. Based on this experience, I cannot recommend Spruce.

Absolute excellent service

Cleaner than the day we moved in!

This was our 3rd cleaning with Spruce and this team was fantastic. Our apartment is cleaner than the day we moved in, and they even took time to tidy up a bit and make things look lovely and inviting. One complaint: it should be much easier to tip the cleaners on the app. They are the most important component of your business and you should treat them as such.

Spruce cleaning - I do not recommend

Spruce cleaning started off pretty good. They came into our home the first time and cleaned everything on the checklist that they left behind. With both of us working full time, it was nice to have someone deep clean for us. We setup monthly cleanings. The second cleaning the crew was in our home 43 minutes. The house was not cleaned 100% when we returned. Floors not cleaned, half of the baseboards were left not cleaned, half of the furniture not dusted, bathroom shower doors cleaned, but not the shower stall itself. Mirrors not cleaned. I could go on and on. I took my complaints back to Spruce who rebooked, but only after I sent so many photos and emails/text messages. When the next crew came to redo our home, they said that they could not access our unit through our leasing office (which is part of what they are supposed to do). We were on our way back and our leasing manager arrived within 7 minutes to let them in, but instead they just left. I again wrote to Spruce who offered a 30.00 credit on my account. My service was 150.00 and I was not going to use them anymore. I then wrote to the CEO and customer service, sent about 20 photos and detailed the issues. They decided that I should only be given a 55.00 refund. What a poor way to run a business. Also, no one will get on the phone with you. It is only through email or text, which is also very frustrating. Highly recommended not using this company. It truly is not based on quality customer first service.

Terrible service

Paid for a move-out clean. Nobody showed up. Service cancelled without warning.

I booked a move-out cleaning through Spruce (Booking #1652610) and waited at home all day within their 9 AM–5 PM window. No one ever arrived. Instead, I got an automated message saying the service had been cancelled because "personal items hadn't been removed" which was completely false. No housekeeper came, no one called, no one checked. The day before had already been a nightmare: I received a cancellation notice out of nowhere, panicked and created a duplicate booking with a different card, only to be told by support that everything was fine all along. I spent hours emailing back and forth just to confirm a booking that should have been straightforward. When I escalated after the no-show, the response was "we're looking into it". For a move-out service, where you're already juggling keys, movers, and deadlines, this level of unreliability is unacceptable. I've already notified my leasing office and advised them to stop recommending Spruce. Avoid if you're on a deadline, you simply cannot count on this service to show up. Waiting to see how long it will take until they reimburse me.

Nearly $200 for a ‘Premium’ Clean That Barely Cleaned Anything

I work an extremely busy schedule, and the last few months of my life have been honestly overwhelming between travel, family losses, and just trying to keep up with everything. I am normally a very tidy person, but lately I’ve struggled to stay on top of deep cleaning the way I usually would. That is exactly why I booked Spruce’s PREMIUM deep cleaning package plus a 45-minute laundry add-on for nearly $200. I specifically wanted a true reset of my apartment — to take some weight off my shoulders and help me get things clean and orderly before family came into town for the weekend. Instead, I came home to an apartment that looked barely cleaned at all. To be clear: this was advertised as a DEEP clean. There was absolutely nothing “deep” about this service. Honestly, even as a basic cleaning package, this would have been unacceptable. The first thing I noticed when I walked in was that the apartment didn’t even smell cleaned. Looking around, it immediately became obvious that furniture had not been dusted or wiped down. Hair and dust were still everywhere, all documented in photos. The service advertises detailed cleaning including: * wiping appliances and cabinets * dusting furniture and surfaces * vacuuming upholstery * mopping floors * cleaning mirrors * wiping high-touch surfaces like handles and switches * emptying trash * loading the dishwasher * making beds * general deep cleaning/detailing throughout the apartment Much of that clearly never happened. Every appliance still had fingerprints all over it. Cabinets still had visible fingerprints and grime. The mirrors were covered in dust and streaks. Upholstery that was supposedly vacuumed still had visible dirt, debris, pet hair, and dust throughout. Window sills were covered in dirt and hair. The floors were clearly not mopped — I had to mop them myself afterward, and the Swiffer pad immediately turned black. The bed was half made with several pillows missing entirely. Bathroom trash was left behind despite trash removal being included. The dishwasher was supposed to be loaded. Nothing was loaded into it, yet dishes that had been sitting in the sink disappeared altogether, including a glass that is now nowhere to be found. Honestly, I genuinely do not know what the cleaner was doing in my apartment for hours because it clearly was not cleaning. The laundry add-on somehow made the situation even worse. I booked the extra 45 minutes specifically because I needed help catching up on laundry. There was a very obvious hamper of clean clothes in the bedroom with instructions left out explaining what needed to be folded. Instead, the cleaner folded wet clothes that had been sitting in the dryer — a dryer that had NOT been turned on. Before leaving for work, I moved damp clothes into the dryer temporarily so dirty sheets could be washed during the cleaning because I do not leave my dryer running while I’m not home. She folded soaking wet clothes onto my bed. Most of the clothing was inside out. I had to unfold everything and put it BACK into the dryer myself. So the add-on I paid extra for was essentially useless. After sending extensive photo evidence, the company’s response was honestly awful. They offered only a $55 refund on a nearly $200 deep cleaning service despite acknowledging multiple areas were missed. At one point they even offered to send the SAME cleaner back. Overall, this entire experience created more stress instead of relieving it. I booked this service specifically to help lighten my load during an already difficult and overwhelming time, and instead I ended up spending my evening re-cleaning my own apartment before guests arrived. I would absolutely not trust this company for a deep clean, move-out clean, or honestly even a routine clean. Save your money and go elsewhere.

You have to clean before they show up or they will cancel

I’ve used them twice and attempted a third time. The first time was fine. The second time I returned home with company to find a trash bag in the middle of my kitchen and the glass shower untouched (not clean). I decided to give them another shot. I received a text after the arrived that they were cancelling my service because there was urine on the floor…near the toilet. Apparently my kids don’t have perfect aim and I didn’t see where it was on the floor (it was a spot the size of a tissue. Clearly, you have to clean in order for Spruce to come clean. Instead of skipping that room, they completely cancelled the service for the rest of my home and refunded me all but a $35 cancellation fee. For $180 service, I would think they could simply leave that bathroom and clean the rest of my home. Safe to say, I’ve removed their app and contact from my phone.

This was my first time with Spruce

This was my first time with Spruce. WOW. Irene did an amazing job! Everything looks brand new. I soooo appreciate her attention to detail. Give Irene a raise!

Fernanda provides the best service with great attention to details…

I started off with a one time cleaning for my apartment because I was very overwhelmed and just did not have the time. I really felt like a clean space would relieve some stress. I had Fernanda for my initial cleaning. When I walked into the smell of a clean home, I could feel the stress rolling off of my shoulders. I booked recurring services afterwards and each service feels better than the next. Fernanda does an amazing cleaning and make sure to get all of the small details like my light fixtures (I didn’t put that as a request within my booking). Having this service has truly changed the trajectory of my life. Thank you Fernanda and the Spruce team for providing such amazing service!

Unreliable and unprofessional — service never happened

Extremely disappointing and unprofessional experience. I booked a premium cleaning service with an arrival window from 1–5 PM. I waited for hours. The cleaner was only marked as “on the way” at 3:35 PM, and I was not contacted for access help until 4:28 PM, near the end of the window. I responded within about 6–7 minutes with the address, and the door was also unlocked for access. Despite that, they immediately told me the team had already moved on to the next service. No cleaning was performed at all. After making me wait all afternoon, they blamed “access” and their waiting policy instead of taking responsibility for poor coordination and late arrival. They eventually agreed to cancel and refund, but the experience was a complete waste of time during my move. I would not recommend relying on this service if you actually need cleaning done on schedule.

DO NOT BOOK

If yall are looking to hire the Spruce app to clean your home, don’t do it. I paid $200 for a deep clean and the cleaning people did not clean my house whatsoever. They left my floors sticky, they didn’t wipe down my countertops, and didn’t perform half the services the claim to provide. The only thing they did was clean the toilets. I had to come home and do an additional hour of cleaning just for my home to feel clean. Not only are their maids lazy, they are negligent. They left my door unlocked and left all my windows open. When I came home the apartment smelled like musty cigarettes. I don’t smoke, so clearly the maids were participating in activities other than cleaning my house. They left my home musty, hot and unsecured. When I complained, Spruce offered me $25 even though I provided pictures of the unclean home and they agreed the home was not clean. DO NOT HIRE SPRUCE MAIDS IF YOU WANT A CLEAN HOME. They price gouge and leave your home vulnerable to intruders.

Would not reccomend

I would my service and experience 0 stars if I could, and I’m not hard to please at all. I scheduled a deep clean of my house that was already not dirty— for a mental health reset. Only to realize, I was robbed and my concerns were all met with mediocre responses. To begin, my cleaner stated she’d spent 4 hours in my home but my door log proved she’d only been in my apartment only for about an hour and a half. When I brought this up to customer service, they made the excuse that the cleaner had encountered issues with the lock. That still doesn’t explain the ONE HOUR “deep clean” I was supposed to have received. I had clothes on my bed that were balled up and thrown into a corner of my closet. I’d also left a bra and top on my bathroom counter which were also balled up and thrown into the bathroom cabinet… they couldn’t even use the hamper. The cleaner removed all my items from my shower— and left them all on my countertops after cleaning the tub. Couldn’t even take a minute to put them back into the tub. My couch ottoman wasn’t moved to clean my carpet.. they didn’t even make my couches nicely they just threw my pillows into the couch. My oven had a stain which wasn’t scrubbed off at all.. I was met with a poor excuse from customer service for all my concerns and was not offered any reimbursement or an additional service. As someone who works for a company that regularly advertises spruce- I would NEVER recommend them ever again. I’d actually recommend Elite Cleaning— who will indeed DEEP CLEAN your home. Spruce is a poor excuse for a cleaning company. They’re more valuable for a touch clean, since a deep clean basically is a light touch clean. Mediocre at best, and that’s a compliment given my experience.

Cleaning Service Did Not Meet Advertised Standards

I came home to find that the vacuuming was minimal and only the bathroom had been cleaned properly. The kitchen counters were “cleaned around,” but when I moved the items myself, there was still visible dirt underneath. There were also cat toys left scattered on the floor instead of being picked up and placed aside, and three separate pieces of furniture that were supposed to be dusted were not dusted at all. When I brought this up, I was told, "We completely understand that these were normal, everyday items like plants, books, and cards. However, to avoid any risk of accidental damage, misplaced items, or misunderstandings, our team is strictly required to follow a policy that prevents them from moving personal belongings". The issue is that the entire purpose of hiring a cleaning company is so the homeowner does not have to move items around and clean underneath them personally. Thier website specifically advertises dusting services, and if furniture is not dusted, then the service provided did not meet the expectations or terms advertised. Additionally, the home did not even feel or smell clean when I walked in. While I was offered a $50 credit, I will not be using it, nor will I be using this company again. Overall, the experience felt more focused on excuses for incomplete work than accountability for the services that were promised.

UPDATE

UPDATE: It’s been days and I still have not received a response. I find it unprofessional to publicly acknowledge concerns as though help will be provided, yet fail to follow up or resolve the issue. I’m leaving this update so other clients are aware of the level of communication and customer service I experienced.

Spruce is Hit or Miss.

We’ve used Spruce about 4.5 times in total. Let me explain the .5 first. This was not the most recent time but the prior time. We booked well in advance and they didn’t show. Ok so of the 4 actual times we hired spruce, 1 was great, 1 was okay, 2 sucked The most recent time, the cleaner did not do some of the items on the signature spruce list. She put me on the phone with her manager who told me she would have to talk to spruce and spruce would get ahold of me. When spruce finally texted me (they can’t make calls) they wanted to bill me for cleaning the interior of the kitchen cabinets. I explained that that was not what I wanted. I wanted the faces of the cabinets wiped which is listed on the signature clean list. For about 15 minutes the cleaner stood by my door until spruce was able to get ahold of her manager who then got ahold of her. 3 minutes later, she wiped the kitchen cabinets. But she didn’t wipe the bathroom cabinets. In theory, a great cleaning service is valuable. In practice, Spruce is not great. Spruce is very much hit or miss. And with today’s miss, we will find a new service and not use Spruce going forward. They clearly do not train the cleaners on the services they offer. Their customer service is not able to promptly resolve problems. The end.

I’m extremely disappointed with my…

I’m extremely disappointed with my experience with Spruce. I trusted this company to come into my home, and after the service my tub was damaged. Instead of taking accountability or trying to make the situation right, I was left feeling dismissed and unsupported. This has honestly been stressful and hurtful because as customers, we trust companies with our homes and belongings expecting professionalism and care. The lack of concern after reporting the damage spoke volumes to me. I normally don’t leave reviews, but I feel people deserve to know my experience before booking. Please be careful and make sure to document everything before and after your service.

Worst cleaning company ever

Worst cleaning company ever. They run your credit card and don't show up twice in one week. I am still waiting on my two refunds. Worst customer service. If I don't receive my two refunds I will be contacting the Texas attorney generals office. This company deserves a zero star review.