Business ProfileforGreen Cleaning Seattle - Otium Maid Services

Although we'd previously had a really good experience with this business a number of years ago, our recent experience was highly unprofessional and in fact overtly dishonest. After waiting 10 months for a regular cleaning spot, we scheduled a "deep cleaning" (required) and then a regular 2 week spot. The morning of our scheduled "deep cleaning", my son had a stomach ache; I called immediately, as per their request in their COVID protocol. I was told required a cancellation (sad but fair), and that we would also be charged the full cost of the scheduled service (not what I had recalled, and >$600). Although I expressed on the phone and in a follow up email that this was not what I had expected/recalled, I was told it was policy. Finally, I found an email they had sent prior to my service with their policy written out, which clearly stated that a cancellation of this type would incur a $100 fee. When I sent this to them, they took 2 weeks to discuss it with a supervisor, and then wrote back that the fee "has been reduced to $100 as per your request. We are happy to make this onetime-fee reduction...", with no acknowledgement that they had tried to overcharge me by >$500 (I even called to clarify). To emphasize it was not a isolated issue, in parallel with this they notified me by email that the following cleaning time no longer worked for them and asked if it could be changed to a different time. My work schedule did not allow this change, so I said we'd have to just cancel the cleaning instead - and they marked this as incurring a $50 cancellation fee, although they offered to "waive" it just this once given what else was going on. We had had such a good experience with these folks before, which was why we'd waited so long to get a recurring spot. But, I was really bothered that they appeared willing to overcharge us by hundreds of dollars, and did not even appear concerned when this was noted; I do not want others to be overcharged like this.