Pop-Ins Maid Service, Richardson TX

My spouse has purchased Pop-Ins Maid Service’s Deluxe Cleaning several times before. Each time, two maids came with all equipment necessary to complete the job.

Pop-Ins somehow lost all records of my spouse’s previous cleanings, so they made a new account for our last cleaning. A Deluxe Cleaning was scheduled over the phone for Monday at 11: 00am. Two days later, via text, it was delayed to 1pm. Less than two hours before the appointment, Pop-Ins canceled and said they would reschedule. We did not hear from Pop-Ins until the next day at 10: 40am. They scheduled it just after 11am – around 30 minutes notice. 11am came and went. My spouse called their office and was finally notified they were delayed again, this time to 3pm. 3pm passed. Again, we had to call them to find out the service had been delayed. It was now to be just after 3: 40pm. A single maid finally arrived at 4: 07pm.

The maid did not have a broom or any means of reaching the top of mirrors. In previous cleanings, they showed up on time, offered to do bed sheets, cleaned under most furniture, took out trash, replaced trash bags, cleaned bathroom shelves, fully cleaned mirrors, and provided an itemized receipt. This time, none of these were completed. The maid also wasn't able to leave until 7: 25pm.

My spouse has anxiety, so she asked me to call Pop-Ins on her behalf the next day. I did. Whoever answered said Stephanie, the owner, rarely comes to the office, so I would have to keep calling until I got lucky. I requested to leave a message. They reluctantly agreed.

I had not received a call by 10am Thursday, so I called again. Stephanie had just arrived and hadn’t received my message, so I explained the situation. She insisted Pop-Ins never did several of the tasks mentioned above. I realized she does not know what services Pop-Ins once provided. Their former employees discovered customers do not tolerate Pop-ins services per management's specifications, so they innovated.

Next, Stephanie blamed employees - employees in general - for her company's failures. She said it is employees’ fault that so few of them are willing to work for her. It dawned on me that our recent maid was new and trained by management. She should’ve been trained by experienced maids who actually understand consumer demand. I suggested Stephanie do better at competing for labor by paying employees more. To my astonishment, she said she can't because she would be forced to pass the increased operating expenses onto her customers!

Can she not “tighten her belt” and reinvest more profits? Is she not motivated by self-interest like those she blames? Aren’t her services already priced so high she expects going any higher would result in lost sales offsetting the higher margins? Can’t she take a risk (like the women she sends into men's homes alone) and get financing for a better business model? Can’t she innovate like her former employees? Is she already working as hard and long as possible?

I was beyond insulted by Stephanie’s extreme bad faith, hubris, and contempt for both customers and employees.

On the call, she became increasingly aggressive. She repeatedly insisted on calling my spouse despite my insistence it would be unwelcome. Eventually, she let slip they were unable to process our payment. I considered this an acceptable outcome, so I ended the call.

I rang my spouse a few minutes later, who brought me into an ongoing call with Stephanie. I told Stephanie it wasn’t appropriate to call her. She responded with intense hostility and said only my spouse is her customer, so she won’t respect my requests. She tried to lead the conversation and pressure my spouse to prove she’s a long term customer. I frustrated these attempts, and she got so angry she hung up on us.

Don’t use Pop-Ins. You’ll regret it. It is run by a petty tyrant - spoiled by years of unchallenged bargaining power and access to desperate people. She acts entitled to both employees and customers. She’s like a queen who knows no citizens, only subjects, and her business is her kingdom.

They never called or wrote a text to notify me for cleaning on the day of my appointment. They canceled me and didn't tell me! So i waited three hours then called to verify they were coming just for them to tell them there not coming. Don't recommend using a company that treats first time customers with this lack of customer service skills and respect.

Very very bad experience. We booked them for a move in cleaning.
1. Charged higher than quoted: They gave me a quote over the phone after asking all the info. After they did the work, I got charged $50+ more. When I called the office today they said the girl who gave me the quote 7 days ago does not work here anymore, and she must give me a wrong quote. I have to pay the price they have the receipt.
2. LATE and not responsive: They were scheduled to arrive between 1pm to 4pm on a Friday. I started to call them around 3pm since no update the entire day, but no one picked up the phone. I called many times before 4pm as their office closed at 4pm, left voice mail, and no response. They finally arrived around 4: 10pm.
3. Poor cleaning quality and bad communication: We arrived at the house around 2 hours after they started cleaning and still saw a lot of dust at where they said they already cleaned. We communicated with the ladies but they didn't do the work we suggested (as simple as wiping the door knob). I asked them to clean the upper closet shelf and they said they cannot do it because they did not have a ladder. The microwave (from previous owner) outside is obviously not cleaned. Closet fully of dust. Oven has dust at obvious spots.

Overall it was a very disappointing experience. I will not recommend this company to anyone.