SpruceReviews of getspruce.com

Response from Spruce· Jul 18, 2025

We’re sorry to hear you had a disappointing experience. It sounds like there may have been some confusion — Spruce is a home services platform, not a retail product. If you were referring to a cleaning or other in-home service booked through our platform and something didn’t meet your expectations, we’d really appreciate the opportunity to help. Please reach out to us directly at [email protected] so we can look into your situation and work toward a resolution. We’re here to help and take feedback like yours seriously.

Response from Spruce· Jul 11, 2025

We’re very sorry to hear about your experience. This absolutely isn’t the standard we aim to provide, and we understand how frustrating it must have been to schedule in advance, only to be left without support when it mattered most. While we’re glad your card was refunded promptly, we know that doesn’t make up for the inconvenience and disruption. We appreciate your feedback and are actively working to prevent these types of scheduling issues in the future. If you’re open to it, we’d be glad to make things right — please reach out to us at [email protected]. Thank you again for sharing your experience.

Response from Spruce· Jul 10, 2025

We’re very sorry to hear about your experience and truly appreciate you taking the time to share this feedback. What you’ve described is absolutely not the standard we aim to uphold, and we understand how frustrating and disruptive repeated no-shows and miscommunication can be — especially after you’ve spent time preparing. To clarify a few things: - Our cleaners should never arrive outside of the confirmed service window, and we sincerely apologize if that happened. Entering a home unexpectedly is completely unacceptable and we will follow up internally to ensure this is addressed. - Our cancellation policy is designed to help our cleaning professionals plan their schedules, but we understand that flexibility is also important — especially when there are service issues. We’ll be reviewing this experience to identify where breakdowns occurred and how we can better support our customers in the future. If you haven’t already, please feel free to reach out to our team directly at [email protected] so we can ensure any outstanding charges are addressed and help make this right. We sincerely apologize for the inconvenience caused and appreciate the opportunity to learn from this.

Response from Spruce· Jul 9, 2025

Thank you for sharing your feedback, and we're truly sorry to hear about your experience. While we always strive to complete services as scheduled, there are rare cases where conditions fall outside the scope of what our teams are equipped to handle. We apologize for the inconvenience this caused, especially during a move-out. If you believe the refund issued was incomplete, please don’t hesitate to reach out to us at [email protected]. We’d be happy to review the service details and make any necessary adjustments to ensure you’re properly refunded. We appreciate the opportunity to address this and improve your experience.

Response from Spruce· Jul 2, 2025

Thank you for your feedback. We're very sorry to hear about the inconsistencies and overall frustration you've experienced with our service. We understand how disappointing it is to receive anything less than a thorough and dependable cleaning—especially after giving us multiple chances. When reviewing service concerns, we base our resolutions on the checklist for the cleaning booked, the before-and-after photos from our team, and any supporting materials customers share. While your feedback has been shared directly with the cleaning team for coaching, we regret that our response didn’t reflect the level of care or accountability you expected. We appreciate your past business and will take your experience into account as we continue working to improve consistency and customer satisfaction.

Response from Spruce· Jul 1, 2025

We’re very sorry to hear about this experience. To clarify, the cleaning team mistakenly entered the wrong unit but immediately exited and apologized once they were made aware of the error. This was addressed promptly at the time of the incident. The concern regarding a missing item was raised over two months later, and unfortunately, no specific evidence or details were provided to indicate what item was taken or to confirm any involvement by the cleaning team. Due to the time elapsed and lack of supporting information, we were unable to investigate further. We understand how upsetting this situation must have been and take all concerns seriously. We’ve taken steps to reinforce procedures with our team to help prevent future access errors. Thank you for bringing this to our attention.

Response from Spruce· Jun 18, 2025

Thank you for your feedback, and we're truly sorry for the frustration and disappointment you've experienced. We understand how important transparency and trust are when it comes to service in your home. In situations where there’s a concern about the length or quality of a cleaning, we conduct a full review based on multiple sources—including the service checklist, photos submitted by the cleaning team, internal time logs, and any documentation provided by the customer. In this case, the information we had did not align with the concern raised, which is why we requested additional details or documentation to reassess the resolution. We do not take these matters lightly and aim to be fair and thorough in every case. We sincerely apologize if our process felt dismissive or unsatisfactory, and we appreciate you taking the time to share your experience. If you’re still open to sharing more specifics with our support team, we’d be happy to re-review your case. Otherwise, we respect your decision and thank you for the opportunity to serve you.

Response from Spruce· Jun 18, 2025

Thank you for sharing your detailed feedback. We're very sorry to hear about your recent experiences, especially after being a long-term customer for nearly three years. At Spruce, we take every concern seriously and aim to conduct thorough investigations any time an issue is reported—whether related to service quality or missing items. In this case, we reviewed internal reports, communication logs, and follow-up from the cleaning professional. As mentioned, we were unable to find conclusive evidence linking the disappearance of your item to our team, which is why no further action was taken. However, we absolutely understand the frustration when a personal belonging goes missing and the impact that can have on your trust in our service. Regarding the earlier incident in your bathroom, the provider involved was removed from your future bookings, and we understand the resolution did not meet your expectations. We're continuously working to improve accountability and consistency across our services, and your feedback plays an important role in that process. We respect your decision to cancel and appreciate the time you gave us over the years. We’re truly sorry that your experience ended on this note, and we wish you all the best moving forward.