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.

Sorry just see it’s just 2 beds and 3 baths. 4 hours is reasonable.

Why on earth would you expect your cleaner to clean the windows? Surely you'd get a windowcleaner for that (who'd probably charge considerably more).

@mycatisannoying Its the patio doors, one set leading to front garden, one to back and one upstairs, plus small window in Dds room, it doesn’t take long and we don’t have a window cleaner.

I think your wording could have been better. For instance the week where it didn't look like as much had been done, I would have emailed if they had a different staff member undertake the work... because it didn't appear as thorough as previous times. So I think you need to pay the 6 hours though...

Having said that, I have a Lady come in two hours per week and there are times she will do a couple of windows/glass doors, clean down a full wall or just pick off something needing to be done, that is extra to the normal floors, toilets/bathrooms/ dusting.

And there have been times when DH has asked if she has even been...

have you considered installing external cameras? That way you can keep an eye on arrival and departure times, and if they are turning up with family who might be distracting them while they work.

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.

I think this is the cause of the problem. You mentioned nothing about being unhappy with the previous clean. To me this sounds like a request for a one-off deep clean of the whole house, for which they quoted 6 hours.

@Ermengarde Id say they usually do do a deep clean though, they do everywhere..or did, but yes I think there’s been a mix up

I think in this instance, as this appears to be down to a miscommunication which isn't the result of a single party, and that they did actually do the work - I would pay them, but have a conversation about expectations for future cleans - and decide based on that whether to continue.

With cleaning you are paying for someone's time which they have given you - if you don't like the quality then don't invite them back, but I don't think it is fair to refuse to pay the whole lot.

There doesn't seem to be a fundamental issue beyond then being slow, so feels a bit fair to penalise them when it might have been best endeavours

*unfair - amongst some other typos

Maybe it's new staff who are slower or that the cleaners were putting in unpaid hours to get everything done.
I agree it's confusing ( and annoying) if they have only charged you for 4 hours to do same level of work before- assuming nothings changed- you haven't added tasks, not cleaning/ tidying as much yourself, have just got a dog, have more people living with you/ spending more time at home etc
But now they've told you to do everything you want is 6 hours I think you have to accept that, or stick to your 4 hours and accept standards may not be as high or find new cleaners. Be interesting to get quotes from other cleaners to see what they can do within 4 hours.

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.

YABU. They need this time clearly. You’re not doing the work so how do you know how long it takes?

I also think it’s probably new staff who are less experienced and slower at cleaning. Unless the old cleaner was actually taking 6 hours all this time and just got found out.

I guess your options are to pay extra, accept a lower standard or find new cleaners.

I totally get what you're saying, if it is suddenly cleaned to a lower standard you're obviously not going to suddenly pay 2 hours more. It doesn't sound like you've done anything wrong to me bit like people have said probably best to clarify on the phone.

It could be that you're had cleaners that know your house well so can be quicker, then the dirty window time it was somebody new. When you chat to her say you'd like to consistently keep the original cleaners/s if possible

I also totally get why you’re upset. I also think it’s worth a phone call but they might not give reasons why the standard has suddenly dropped.

I guess her misunderstanding came about as she said ‘they will need 6 hours to clean that thoroughly’ and you said ‘I DO want it cleaned thoroughly but don’t want 6 hours’ - she should have come back to clarify, but clearly thought you did want the thorough clean and thought- well I told her that takes 6 hours so if she wants a thorough clean, that’s what she’ll need.

I don’t think you made it clear enough to her that windows weren’t an extra and that the ‘thorough clean’ wasn’t anything new, you actually just meant ‘a clean like normal as last week’s wasn’t the normal standard.’ You could have said ‘ I don’t want a 6 hour clean thanks, I don’t want anything extra doing, I just want the normal 4 hour clean I’ve always had but just to the normal standard please, as last week it looked like things that normally get done in that time were missed.’

I would pay this time but clarify with her that you want to go back to 4 hours at the same standard you’ve had for the past year or so. If she can’t do that then I’d look for another cleaner.

I'd pay them and find another company.

If the "new" cleaners are taking 50% longer to do the same job they are taking the piss.
You pay for the job not extra because people are slow or lazy or on their phones or whatever.

My mum is a cleaner and can do our 3 bed 2 bath in 2 hrs on her own, 3 max. It looks amazing so 4 hrs including windows should be enough.

Stop texting and phone. Explain it just as you have done here. Her response will tell you exactly where you stand.

I do think the messaging was confusing though so I probably would pay the extra this time but not before discussing the issue you had about the difference in quality etc.

You've really confused them. After the bad week, you needed to say it wasn't cleaned to the usual standards (with specific examples) and ask them to take more care next time. Instead you've asked for a deep clean, messaged dithering around wanting it but not wanting to pay etc.

I would just get them to work as normal, if it's still not good then explain what they missed, and consider a new company if it isn't put right.

We have two hours a week and our cleaner doesn’t do the full house and doesn’t have time for windows. Depending on the size of hour house I think you may have been getting a bargain that they can no longer sustain OP.

YABU.

No I wouldn't pay for extra hours that were Shanghai'd. And I would find new cleaners.

This. Rather than ask for a proper clean including windows, you should have said something like

"I just wanted to say that the clean wasn't up to its usual standard last week. I'm not sure if it was the same cleaners but could you please remind them to clean the windows well as they usually do as they were streaky (or whatever the issue was)."

Just be bold and say the people who came x week didn't do as good a job as usual. 6 hours to do a house, how big is it 😋