SpruceReviews of getspruce.com

Worst experience I've ever had with a cleaning service. They could've very well accomplished a move out cleaning but because I had a few items in a closet they cancelled at the last minute. I've moved over a dozen times in my life an d have never had a cleaning company with such idiotic "policies"; God forbid they have to move a box to clean. DO NOT USE THIS COMPANY

I booked a full home clean and they refused to clean one of my bathrooms because they said my home was listed as a 1 bedroom and 1 bathroom in their system so it wasn't included in the "full home clean." I never specified the number of rooms in the app so this was an error on their part, but it's false advertising to offer a "full home clean" and then list someone's home as smaller than it is so that the cleaners refuse to clean parts of it. They also did not vacuum some parts of the house (the stairs) and did not take trash out, and that was explicitly listed on the cleaning checklist. All customer service did was give me a $15 credit "as a gesture of goodwill" -- which, first of all, is not goodwill, it's just not stealing my money because I didn't get the service I paid for. And secondly, this is of no use to me because I don't plan to use their services again. The cleaners don't work hard and customer service is not responsive. They tried to blame the lack of cleaning on me due to "clutter" in the way and I sent photos back showing that the stairs that weren't vacuumed, the bathroom that wasn't cleaned, and the trash that wasn't emptied were not blocked by clutter and they ignored this.

I am writing this to warn other residents, especially those at River Landing, about the severe lack of professionalism, honesty, and customer service from Spruce. They are advertised as a preferred partner for our building, which is the sole reason I booked them. It was a massive mistake. I booked a 9 AM to 1 PM cleaning window and stayed home the entire time. Here is how Spruce handled my service: Complete No-Show & Ghosting: Nobody contacted me during the 4-hour window. The team's first message arrived at 1:25 PM asking for directions and building details—even though my exact unit and address were already in my booking profile. Bait-and-Switch Tactics: At 1:25 PM, they texted asking if I was home to give access. I said yes. They thanked me, but minutes later, told me the team had already abandoned the visit and moved on to the next job. They kept me waiting for a service they had already canceled. Contradictory Stories & Gaslighting: I was given three completely conflicting lies about why they couldn't get in (blaming the leasing office, then a random person in the lobby, then claiming the office was closed). They repeatedly insisted they called me and that I didn't answer, effectively blaming me for their failure. My phone log proves I received zero calls, and they were actively texting my correct number the entire time. Refusal to Escalate: When I asked for the representative's name so I could escalate this terrible experience to management, I was repeatedly refused. When I laid out these exact facts to their support team, a representative named Malena sent a dismissive cookie-cutter response. They refunded the money for the service I never received (the bare minimum), but completely refused to offer any compensation or a complimentary service for ruining my entire day and wasting my time. Spruce is an absolute logistical mess, their support team will actively lie to cover up their mistakes, and they do not care about wasting your time. I will be bringing this formal complaint directly to Greystar River Landing management so they know how their residents are being treated by this "preferred partner." Avoid them at all costs.

Spruce refuses to issue partial refunds for work half done. I scheduled a Signature service for my apartment. The floors were not cleaned, things were not put back neatly and one of the toilets wer not cleaned properly. I added a special request to clean baseboards in both bathrooms and the kitchen. No one contacted me to let know the special request could not be included in this package. Instead of just allowing me the opprtunity to choose a differnt package ahead of time, was expectating them to fulfill my request. This was an inconvenience. Overall, the service was horrible and after going back and forth with a rep via email, they only offered a do over or $20 credit toward my next service. At this point, I don't trust them to quality work the next or trust them to respect my home. I wanted a partial refund but they refused which is a bad business practice. Spruce is supposed to be the "preferred" service for my complex but I will be letting management know that it is not a good idea to keep promoting them. The service is not worth the my hard earned money only for them to offer credit. I refuse ro do business with them again.

I finally decided to treat myself and hired a cleaning service so I signed up for Spruce. What a disappointment from start to finish. I downloaded the app, set up my profile, saved my credit card info and chose my day and time window for service. The day before my first service I received a text message telling me that they would not show up until I provided entry instructions for my building. I verified that the correct information was in the app (it was) and opened a chat session to have them verify that they could see it and to confirm my other info. The automated text response said live chat was only available 9:00-5:00. It was after 9:00 AM. I tried again about 25 minutes later and still got the automated response, nothing else. Because I was really looking forward to them getting started, I emailed them asking them to verify that they could see my information in the app. No response. I decided to let it go and hope for the best. The day of my first cleaning, they texted me at 8:00 AM to tell me they were on the way. I had requested an afternoon time slot. In texted them and told them not to come. I attempted to get a call from someone at Spruce to discuss what was going on and they told me they can’t talk to anyone on the phone. I decided to quit while I was ahead. If it was this difficult just to get a cleaning scheduled I hate to think about how difficult it would be to get other issues resolved so I cancelled the first cleaning and all subsequent cleanings. I will start over and look for an Independent cleaner who will hopefully provide a higher level of customer service. All I really expect from a company is that they do what they say they will do when they say they will do it. Pretty simple and effective. Spruce fails big time.

My experience with Spruce Cleaning Services was one of the most stressful customer service experiences I've had in a long time. They did not respect the scheduled booking or timing. First, they incorrectly charged me for a cleaning appointment that I never booked. Then, when it came time for my actual appointment, they charged me again but sent the cleaner to the wrong address. After their mistake, I was told they could not return to complete the service. I requested a refund twice, and I received but the entire situation left me extremely disappointed. I eventually deactivated my account and will not use their services again. What made the experience even more frustrating was the lack of a phone number for direct communication. As a new customer, I did not feel valued or supported. Because of the company's repeated mistakes, I never even had the opportunity to receive the service I paid for. Overall, this was a very unprofessional experience, and I would not recommend this service.

Paid for move out clean. $100 more than their premium clean. The cleaner was there for the exact same amount of time as a premium clean which wouldn’t be a big deal if they had actually cleaned the apartment but they didn’t. We should’ve known there would be issues when they texted us saying there was too much dog hair so they might not have time to clean the floors and then they didn’t clean anything, laughable honestly. Also weird because we swept and vacuumed the apartment after movers cleared the apartment. I have tons of photos showing they did not clean anything. Honestly this company is running a scam.

Customer service is responsive but unhelpful. Kept receiving emails to book within 45 days of registering for $45 off my first session. Clicked the link in the email, where there was no promo code mentioned, and booked my first session. The checkout didn’t show a total but I assumed the discount would show when I was charged. It didn’t so I contacted customer service. Quick responses but all said they could not retroactively apply the discount which I noted was a choice not to and not actually something they couldn’t do. They offered to put the coupon on my second cleaning session but I didn’t want to be stuck having to pay for a second session if I wasn’t pleased with the first. So I told them I wanted to cancel… and lo and behold… a refund minus $35 to compensate the cleaner who’d already reserved their schedule. A partial refund like they said they couldn’t do.