To complain to the cleaner?

[PrincessWatermelon]

I kind of think this needs addressing, but not sure of the best way or what to say.

We had a new cleaner come for the first time today - 4 hours for a deep clean. Not overly impressed with her work, but hey ho. However, she's obviously spilt something on the wooden floor. She's not left me a note (except her bank details to transfer her money, which I haven't yet done). There are 3 areas that clearly show it (see pics).

How would you deal with it?

Neat zoflora will stink your house out for days, my husband spilt some on the lino in the kitchen and despite cleaning it up straight away it stank for about a week.

Oh gee!!

I sent her what I hoped was a kindly worded message. I said that I was aware this was difficult and I didn't want to make things hard. However, damage had been done even if she didn't realise she had made a mistake. And that was why I wanted to deal with the insurance company. I didn't wish her any ill will, but needed to get things made right.

And she replied again insisting that she didn't use any products on the floor, that's she's cleaned many wooden floors and that there were no stains when she left. She's gutted as she's now out of £50 and the products used. She then went on to tell me she's a student who can't afford food somedays, let alone insurance. And that she lost her baby recently and the funeral is this week. However, if i get 3 quotes she'll pay the middle one as she doesn't know what else to do.

Naturally I now feel awful, as she must be having a hellish week without this as well.

I will just let it go, I think. My floor is not as important as her mental health. I'm not sure I can bring myself to pay the £50 for her time though!!

And yes. The house bloody stinks.

Urgh. First picture shows it most clearly.

Her husband doesn't need to "come & have a look" - it's on the photos, so the only possible dispute could be whether the cleaner did it or you did and are trying to blame her (why on earth would you bother, not much of a scam?) He can't help with either scenario.

She shouldn't have been using products that are for tiles/laminate on a wooden floor - I'm not a professional cleaner (you should see my floors, the very idea!) and don't have wooden floors but even I know that!

I don't think you'll get her insurance details, and I don't think she'll get paid or employed again by you.

Unfortunately I think you'll be most out of pocket.

Sorry, OP.

So she isn't insured and I'm sorry I don't believe her story. I think she is trying to manipulate you.

Cross-posted.

That's a really sad story. I hope it's not true about her baby and that she's just trying to make you feel sorry for her. It would be a very very low thing to make up, but I'd prefer to think she's a chancer.

Don't make her pay, but don't pay her £50 either. That's the best you or can do.

I think you need to be wary, OP, she could be spinning you an absolute line. Persist with asking for her insurance. She may well block you. Don't send her money.

I'm sorry @PrincessWatermelon but I think shes playing on your good nature to drop it. Why anyone would be working the week of their babies funeral is beyond me.

She's also already lied to you when she said she would send you he details so what else is she lying about

Do you believe that her baby has very recently died? In my work, it's an excuse I hear a lot for non-payment and it's very seldom true.

Another one that thinks the funeral is a story designed to do exactly what it has done.

Without sounding like an utter bitch she stood having a cheerful conversation with you before undertaking the job the week of her baby's funeral?

And if she's lied about that she's awful

Get the quotes and send her the bill, I hugely doubt she'll pay though

Leave an honest review on her fb page

I smell bs.If her baby died there no way on earth she be able to go out cleaning floors.Thats some monumental lying right there.

who uses a babies death to get out of paying for something that she wrecked.

I'm sorry OP, but I wouldn't believe her if I were you.

It smacks of "shit, I don't have insurance and need an explanation".

Don't give her any money.

You all sound like my DH! I can't even begin to think that someone would lie about something like that and be so deceitful. He agrees that she sounds like a chancer.

I still worry that if what she says is true, then she's going to be a real state at the moment with this to worry about as well.

I know I'm not going to get any money for the floor. I'll take it up with my home insurance. It was here when we moved in, so don't know the manufacturing details. But I'm glad you agree IANBU to not pay her.

But you're premiums will go up!

DO NOT PAY HER!

"IF" and it's a big if for me, that what she has said is true, business is business at the end of the day. What goes on in private life shouldn't come into it.

Your** argh

Well, if you all think she's lying, then I might as well tell you she said the funeral was Thursday (I didn't say this before in case it was someway identifying). And originally I asked her to clean Wednesday. She agreed, but then couldn't get childcare so it was changed to today. So yes, potentially cleaning floors the day before the funeral.

And I mustn't forget she is lying about the spillage and use of products. My eyes see a spill and my nose smells products!!!

So she initially agreed to send insurance details then when pushed said she'd send her husband- said husband was an expert of flooring or carpentry or anything, or just he exists and will come round? Then only after that told about a family tragedy? You had a conversation with her, I know full well people can hide things they don't want coming out but seems like something that would come up or at least show in demeanor. I've spent years working in people's homes, pretty much always families who also had a cleaner or housekeeper and I'm usually on the side of the staff just because I've seen how people get treated but this seems incredibly suspicious. I hate to be callous but it seems the ultimate trump card to play that can never be questioned. I'd be tempted to do a little checking online, public things like FB profiles maybe to see if it tallies.

Not checking whether she was insured was a mistake. Not telling her to be careful of the wooden floor is another. Clearly you knew she wasn't a proper pukka cleaning company, but even though my cleaner is an experienced professional outfit, I spent their first visit letting them know what they needed to be careful of.

If I hadn't and they damaged something by accident, I'd feel mean just not paying them for any of the work they'd done.

I had watermarks on my varnished pine table that i got out by ironing the table. If you set your iron to hot without steam and place a tea towel over the mark and iron it not for too long maybe in 5/10 second bursts you hopefully will find the mark goes. The moisture gets trapped under the varnish and the heat of the iron helps it escape. Might be worth a try?

Her business Fb doesn't have her surname. However we have a mutual acquaintance as her DD will be starting school with my friend's DD and they have been going to the same nursery. So I think I'll text my friend and see if she knows her - long shot but worth a little digging.

Would it be totally out of line to ask for proof or check up on her story?
Like ask her where the funeral is and then ring them and verify?
Seems far-fetched but if true I'd cut her some slack...