Bizarre experience with cleaner

[Purplelemon7]

I just had a replacement cleaner from
the agency because my regular cleaner is on holiday. The replacement cleaner asked for gloves which I gave her and she complained that they are dirty. I told her they are just fading slightly not dirty. She said she needs other ones. I told her I’m sorry I don’t have others but she is free to use or not use them. A few minutes later she started shouting on her phone and crying. I went into the kitchen and asked her to keep her voice down because I’m working. She came in to the lounge and started screaming at me for not providing kitchen towel and then started packing her things up and stormed off. I’m a bit shaken by the whole thing. My husband thinks she has mental health issues and we shouldn’t complain in case she loses her job. I’m not sure?

Sounds like there was definitely something going on with her.

However, if you use an agency, I assume you've already paid for the clean (or at least their fees) so I would let them know as they need to send someone else. It doesn't have to be a 'complaint' about her as such.

Hmm. Have now received a message from the cleaning company that she claims derogatory language was used against her so I have to provide my response.

Honestly I would gently complain and ask for a refund. It’s unprofessional and if I’d paid for it just to be screamed at. She could go to another house and have the same behaviour, with them making a really horrible complaint at least you could put it nicely that she might need some help.

Maybe she was worried you were going to complain and wanted too accuse you before you had the chance to make a complaint about her.

Seriously who cares if she has mental health issues etc etc. Don't be gentle, just tell them exactly what happened, that you're very unhappy and would like a replacement clean ASAP. You're paying a business for a service, it's up to them to sort out their employees wellbeing or assessing their ability to actually do their job.

You paid for a cleaner. They sent one - she didn't clean. The agency need to sort it out. Just tell them you did not use any derogatory language (unless you did!) and that she refused to clean because she didn't like your gloves and there was no kitchen roll. Presumably you are not obliged to provide either of these as I'm assuming it's not a problem for your usual cleaner.

^^This. She knows she hasn't done what she was supposed ot and her actions aren't supported by company policy and assumes you're going to contact them so is trying to make it seem like you're the unreasonable one.

Just tell the company what happened and point out that you've never used derogatory language against a cleaner as they will no doubt be aware since this isn't your first time with them.

I would put money on the replacement cleaner being newish and you not being the only job she's messed up.

You need to tell them exactly what happened and lay on thick how unsettled the whole thing made you.

You've been a customer for x amount of time and never had any problems etc.

Also, I would doubt this is the first time they've received feedback about this woman.

If she has mh then you making them aware will help them to support her. You cant be the only client that has experienced this behaviour.

I would provide an account from your perspective, definitely!

DEF this

Wow! That is horrendous behaviour on her behalf! Definitely tell them what happened and tell them never to send her again

Did you use derogatory language? Either way, in this situation I would speak to the agency on the phone before putting anything in writing which could be misinterpreted. If you are concerned for her welfare, I do not think you need to complain per se, but do communicate that you did not get a satisfactory clean.

You need to respond. Give them a timeline of what exactly happened and in what order. It won't be the first time they'll have heard similar due to her being hard work. Keep it factual and ask them when the clean is going to be completed.

If you are a regular customer, your usual cleaner will be able to vouch for you: proper equipment provided, no derogatory language, etc.
The chances are, the agency know you better than they know her!
I agree with other posters that she is probably "getting her retaliation in first"!

Definitely complain and if they dont take ot seriously (after she has made her allegations) i would be looking for another agency

I think she’s definitely got in there first.
I would be emailing back with what really happened.

Was English her native language? It sounds like there has been some sort of misunderstanding.

‘No I didn’t - she’s nuts and I never want you to send her here again’.

She sounds awful. She also sounds deceitful, clearly anticipating your complaint so she’s got in there first with an allegation

Look at it this way if you don’t tell the cleaning company what happened they may send her out to a little old lady or man who may not be so resilient. It would not be unreasonable to complain at all.

I'm sure we can help you form a response!!

your DH is BU, but it has, at least, been taken out of his hands.

just be factual, that's more than enough to get your clean done by someone else tomorrow & some compensation

OR NO CHARGE for cleans until your usual cleaner is back!! & compensation!!

She obviously had to explain why she didn’t complete the clean and didn’t have any so made up the part about derogatory language.

It seems like she didn’t like it when I said “Sorry these are the only gloves I have.” and “Please can you keep your voice down as I’m working” as both of those seem to set off the crying and screaming. In fact the attitude seemed to start when she asked where the detergent is and I said “It’s all on the counter in front of you” (I have a tiny kitchen and all surfaces were clear) and for some reason she was huffing about it. Really bizarre.

Had a cleaner once with mh issues - hers revolved around wanting a daughter and having only had sons and wanting to hold and play with mine (dd was very little). I freaked as she was being quite odd and trying to take dd away from me so I took dd out for a few hours and the cleaner had a full mh breakdown in my house and had to call her mh team. I felt awful but it was clearly a thing which I just happened to trigger.

cancelled the whole cleaning contract the next day and had to let them know why for safeguarding. Also spent a fair few weeks with the door double locked and bolted.

Would also report this to the company, you might not be the first!