Cleaner added two extra hours, I didn’t want her to

[Dontyoufeellikecrying]

I have two cleaners who come every fortnight for two hours (so 4 hours cleaning total) it’s with a company, so I don’t know if the same cleaners come each time (I’m out at work)
A few weeks ago, when I came home, the house wasn’t cleaned as it normally was, it wasn’t horrendous but definitely not the same care as is usually taken.
When it was time for them to clean again, I sent a quick WhatsApp asking politely if she (owner of the company) could make sure the whole house was cleaned properly-windows properly etc. She replied by saying that for the whole house they’d need to do 6 hours not 4. I replied saying I just wanted it cleaned thoroughly as it usually is, with windows cleaned properly etc and didn’t need 6 hours, it was left at that.
The next time they cleaned, it was great and back to the way it had been in the past, she texted a few hours later as usual to ask how it all was, I said it was perfect and thanked her.
This week I sent a normal WhatsApp asking if they could clean this Friday, she sent back that she’d check the times (normal occurrence) and said that they cleaned 6 hours last time so price was x amount.
I didn’t understand, so sent back saying but I didn’t ask for 6 hours and she sent my text message to me saying about the windows and she said I asked for the windows to be cleaned, so I said yes, I asked because the last time, downstairs in particular and the windows weren’t like they normally were in regard to cleaning and I didn’t know if they had different cleaners or something but that it wasn’t as clean as it usually was.
She hasn’t replied 🤷🏻‍♀️
So now I don’t know if they can clean this week, don't want to or what?
Also, should I be paying for the six hours when I hadn’t requested it? Was it just crossed wires?
Bit annoyed as the supposed extra two hours cleaning wasn’t massively obvious, it was lovely and clean, but like it had always been before when four hours.

Does that make sense 😅

Time to find a new company

I think you need to go back to the company. How long had you been using them when they were cleaning to a good standard for four hours? I think you need to be asking why it’s now taking two cle twice as long to get it to the same standard

I think your communication with them is confusing.

You said that you wanted it cleaned to a certain standard.

They said that will,take six hours.

You said it wouldn't take six hours and again said that you wanted it done like it used to be done - which they had told you woods take six hours.

So they did clean it like it used to be done and it took six hours.
Like they said it would.

I don't know why you told them it wouldn't take six hours when they had told you it would.

Maybe it always took longer or maybe it's messier or dirtier than it used to be.

It appears they cannot provide the service level you require in four hours and until you accept this they will no longer be sending anyone around.
It will be the six hours of nothing.
Perhaps the initial staff member who did it in four has left or they have just realised they were being asked to do too much in the agreed time.
looks like you will have to pay,reach a compromise of five hours of try elsewhere as they have made it clear they will no longer do it in four.

They should have been clear there would be an additional charge.

To be honest, while I don’t know how big your house is, I wouldn’t expect my windows to be cleaned in a 4 hour clean unless it’s a small house or flat, but their communication is poor to add the charge on retrospectively.

They’d always done the exact same cleaning for over a year, nothing has changed 🤷🏻‍♀️One day it was not cleaned as it normally is downstairs, windows weren’t done properly as they had been done all the other times. They’d never mentioned they needed more time or couldn’t get it done. If I hadn’t mentioned it, maybe it would have been done the next time the way it always had, I don’t know. But to all of a sudden say they need 6 hours is odd

You need an actual conversation not just WhatsApp messages. Much easier to clarify things then.

Maybe u should have complained about the last clean that wasn’t up to scratch and then not said anything x

@Hairobsessed123 I did, that’s how I ended the last text conversation, I questioned the pay saying I didn’t ask for 6 hours, she sent the messaging about me saying to please clean thoroughly everywhere and that I meant it hadn’t been up to standard the last time so that’s why I said that etc. She didn’t reply to that first part and hasn’t messaged to say they’re able to do on Friday or not (tbf they are usually quite last minute with that)
Do I leave it and if they don’t arrange Friday/reply back to me, just get someone else? Or message them asking if they’re able to do Friday or not?
Also, would you pay for the six hours they did at the end of the month?

No I would leave it ! If they want the job let them come to you ! And I would pay the 4 hours only .
I would find somebody new x

You need to pay the hours they've done. You also need to accept what you want takes 6 hours or look for another company.

You can't just say no it doesn't take 6 hours and want it all done in 4 like you have done. It's probably been a massive headache fitting it all in and the cleaners have either had enough or they've got a new bunch who say fuck that for a lark.

@gamerchick they have been cleaning ops house for a year and do it all in 4 hours why the extra 2 hours now ?

@Hairobsessed123 Exactly, I think it’s over a year actually, possibly almost two

Hardly. If it's suddenly taking 50% more time to do the same level of clean, the company needs to explain why and ask the OP if that's acceptable. You can't just start providing an inferior service and say it'll cost more to provide the standard level that's been provided 12+ months. I'd look for another company personally.

Because it was an obvious miscommunication and like I said, could be a new bunch of cleaners not able to do everything including windows in 4 hours.

If you don't pay, you risk word getting about and no other company touching you. I'm not particularly arsed whether the OP gets her house cleaned or not like.

It's not ideal OP. I would put it down to the cleaning company raises their prices and not being upfront about it.

By all means find someone else if you can. Where I live it's almost impossible to find a good cleaner for £15 per hour so if this happened to me, I'd just bite the bullet.

@Rtmhwales Exactly!

How big is your house? Have you had cleaners before the orginals cleaners you were happy with. I have had cleaners for over 20 years and if you have a standard family home I think four hours is not a lot to clean thoroughly.
its likely the cleaners who were cleaning windows were skimping on something else

@NotABeliever This is it, they were great before that strange, off week, which is why I didn’t really do an official complaint to her about it, I just sort of asked if they could clean everywhere properly.
If she would get back to me and they clean on Friday (the usual four hours and clean well like before) then it’s would overlook and most likely pay the extra two hours they did as a one off, wouldn’t be massively happy about it but would feel weird not to pay them for work done 🤷🏻‍♀️Even though I didn’t request it though 😬🙈oh I don’t know. I would prefer to keep them though but just the way it was before.
Perhaps she’ll get back to me about Friday, she often leaves it v late. I don’t think I’ll contact her first though

I would ask why this standard used to take four hours, and no takes six?
but… four hours every other week is not very much, especially if you expect windows to be done

Exactly. Maybe call and ask why there’s been a change in their service?

@ittakes2 They always did everywhere before, in the same amount of time. My house is very tidy and fairly minimalist so not crap really to move about, aside from Dds toys, but they’re all stacked away/put in baskets, toy boxes, so is just a case of picking up and hoovering/mopping under.
It’s a two bed, three bathroom house, so all downstairs done-polishing, patio doors, small kitchen, toilet and hoover and mop-I assume one of them does this.
Upstairs-two bedrooms, two bathrooms (one guest one so never used and spotless) plus hoovering & mopping and one set of patio doors to the terrace. I believe it can be done, especially downstairs, upstairs was spotless and is always done to a higher standard

Well, you don't express yourself clearly in print. I'd call and discuss verbally.

There’s no need to look for new cleaners as pps are suggesting, do you know how difficult it is to get good cleaners these days.

sounds like a misunderstanding, give them a call and discuss it. Messages can cause confusion. Although to clean windows etc in 4 hours is good going, I struggle at that.