Spruce Reviews 

Amazing service!

Worst experience I've ever had with a cleaning service. They could've very well accomplished a move out cleaning but because I had a few items in a closet they cancelled at the last minute. I've moved over a dozen times in my life an d have never had a cleaning company with such idiotic "policies"; God forbid they have to move a box to clean.
DO NOT USE THIS COMPANY

I booked a full home clean and they refused to clean one of my bathrooms because they said my home was listed as a 1 bedroom and 1 bathroom in their system so it wasn't included in the "full home clean." I never specified the number of rooms in the app so this was an error on their part, but it's false advertising to offer a "full home clean" and then list someone's home as smaller than it is so that the cleaners refuse to clean parts of it. They also did not vacuum some parts of the house (the stairs) and did not take trash out, and that was explicitly listed on the cleaning checklist. All customer service did was give me a $15 credit "as a gesture of goodwill" -- which, first of all, is not goodwill, it's just not stealing my money because I didn't get the service I paid for. And secondly, this is of no use to me because I don't plan to use their services again. The cleaners don't work hard and customer service is not responsive. They tried to blame the lack of cleaning on me due to "clutter" in the way and I sent photos back showing that the stairs that weren't vacuumed, the bathroom that wasn't cleaned, and the trash that wasn't emptied were not blocked by clutter and they ignored this.

I am writing this to warn other residents, especially those at River Landing, about the severe lack of professionalism, honesty, and customer service from Spruce. They are advertised as a preferred partner for our building, which is the sole reason I booked them. It was a massive mistake.

I booked a 9 AM to 1 PM cleaning window and stayed home the entire time. Here is how Spruce handled my service:

Complete No-Show & Ghosting: Nobody contacted me during the 4-hour window. The team's first message arrived at 1:25 PM asking for directions and building details—even though my exact unit and address were already in my booking profile.

Bait-and-Switch Tactics: At 1:25 PM, they texted asking if I was home to give access. I said yes. They thanked me, but minutes later, told me the team had already abandoned the visit and moved on to the next job. They kept me waiting for a service they had already canceled.

Contradictory Stories & Gaslighting: I was given three completely conflicting lies about why they couldn't get in (blaming the leasing office, then a random person in the lobby, then claiming the office was closed). They repeatedly insisted they called me and that I didn't answer, effectively blaming me for their failure. My phone log proves I received zero calls, and they were actively texting my correct number the entire time.

Refusal to Escalate: When I asked for the representative's name so I could escalate this terrible experience to management, I was repeatedly refused.

When I laid out these exact facts to their support team, a representative named Malena sent a dismissive cookie-cutter response. They refunded the money for the service I never received (the bare minimum), but completely refused to offer any compensation or a complimentary service for ruining my entire day and wasting my time.

Spruce is an absolute logistical mess, their support team will actively lie to cover up their mistakes, and they do not care about wasting your time. I will be bringing this formal complaint directly to Greystar River Landing management so they know how their residents are being treated by this "preferred partner." Avoid them at all costs.

Spruce refuses to issue partial refunds for work half done. I scheduled a Signature service for my apartment. The floors were not cleaned, things were not put back neatly and one of the toilets wer not cleaned properly. I added a special request to clean baseboards in both bathrooms and the kitchen. No one contacted me to let know the special request could not be included in this package. Instead of just allowing me the opprtunity to choose a differnt package ahead of time, was expectating them to fulfill my request. This was an inconvenience. Overall, the service was horrible and after going back and forth with a rep via email, they only offered a do over or $20 credit toward my next service. At this point, I don't trust them to quality work the next or trust them to respect my home. I wanted a partial refund but they refused which is a bad business practice. Spruce is supposed to be the "preferred" service for my complex but I will be letting management know that it is not a good idea to keep promoting them. The service is not worth the my hard earned money only for them to offer credit. I refuse ro do business with them again.

I finally decided to treat myself and hired a cleaning service so I signed up for Spruce. What a disappointment from start to finish. I downloaded the app, set up my profile, saved my credit card info and chose my day and time window for service. The day before my first service I received a text message telling me that they would not show up until I provided entry instructions for my building. I verified that the correct information was in the app (it was) and opened a chat session to have them verify that they could see it and to confirm my other info. The automated text response said live chat was only available 9:00-5:00. It was after 9:00 AM. I tried again about 25 minutes later and still got the automated response, nothing else. Because I was really looking forward to them getting started, I emailed them asking them to verify that they could see my information in the app. No response. I decided to let it go and hope for the best. The day of my first cleaning, they texted me at 8:00 AM to tell me they were on the way. I had requested an afternoon time slot. In texted them and told them not to come. I attempted to get a call from someone at Spruce to discuss what was going on and they told me they can’t talk to anyone on the phone. I decided to quit while I was ahead. If it was this difficult just to get a cleaning scheduled I hate to think about how difficult it would be to get other issues resolved so I cancelled the first cleaning and all subsequent cleanings. I will start over and look for an Independent cleaner who will hopefully provide a higher level of customer service. All I really expect from a company is that they do what they say they will do when they say they will do it. Pretty simple and effective. Spruce fails big time.

My experience with Spruce Cleaning Services was one of the most stressful customer service experiences I've had in a long time.

They did not respect the scheduled booking or timing. First, they incorrectly charged me for a cleaning appointment that I never booked. Then, when it came time for my actual appointment, they charged me again but sent the cleaner to the wrong address. After their mistake, I was told they could not return to complete the service.

I requested a refund twice, and I received but the entire situation left me extremely disappointed. I eventually deactivated my account and will not use their services again.

What made the experience even more frustrating was the lack of a phone number for direct communication. As a new customer, I did not feel valued or supported. Because of the company's repeated mistakes, I never even had the opportunity to receive the service I paid for.

Overall, this was a very unprofessional experience, and I would not recommend this service.

Paid for move out clean. $100 more than their premium clean. The cleaner was there for the exact same amount of time as a premium clean which wouldn’t be a big deal if they had actually cleaned the apartment but they didn’t. We should’ve known there would be issues when they texted us saying there was too much dog hair so they might not have time to clean the floors and then they didn’t clean anything, laughable honestly. Also weird because we swept and vacuumed the apartment after movers cleared the apartment. I have tons of photos showing they did not clean anything. Honestly this company is running a scam.

Customer service is responsive but unhelpful. Kept receiving emails to book within 45 days of registering for $45 off my first session. Clicked the link in the email, where there was no promo code mentioned, and booked my first session. The checkout didn’t show a total but I assumed the discount would show when I was charged. It didn’t so I contacted customer service. Quick responses but all said they could not retroactively apply the discount which I noted was a choice not to and not actually something they couldn’t do. They offered to put the coupon on my second cleaning session but I didn’t want to be stuck having to pay for a second session if I wasn’t pleased with the first. So I told them I wanted to cancel… and lo and behold… a refund minus $35 to compensate the cleaner who’d already reserved their schedule. A partial refund like they said they couldn’t do.

I have paid 200 dollars for premium service but they wasted our money did not provide good service

I paid $184 for a Premium Cleaning service + 45 minutes of organization. As a customer of Spruce for over three years, I was very disappointed by this experience.

The cleaner arrived well outside the scheduled arrival window, and multiple areas still contained visible dust, dirt, and debris after the cleaning was completed. I documented the issues with photos and videos and submitted them to Spruce for review.

After multiple emails back and forth, Spruce declined to provide a redo or refund and offered a $15 credit as the final resolution. I requested the opportunity to discuss the matter by phone, but that request was not accommodated. I was told that support is not currently provided over the phone.

I am disappointed by both the quality of the cleaning and the resolution provided. I will not be rebooking.

Absolute excellent service

I booked a cleaning service with Spruce on May 25 for an appointment on June 12 and received confirmation emails as recently as June 10 that the appointment was confirmed. My service window was 1-5 p.m., but at 4:50 p.m. -- just 10 minutes before the window ended -- I was notified that Spruce would not be completing the service.

What was even more frustrating was the inconsistent communication surrounding the cancellation. The email I received stated that Spruce was "closed." The text message said they were "unable to make it" to my service. In a chat with customer support, I was told they had "made every effort" to clean my home but were unable to due to "conditions outside of our control." These are three different explanations for the same missed appointment.

I had specifically scheduled this cleaning ahead of family visiting for the weekend and planned my day around the appointment. Spruce automatically rescheduled me without confirming my availability and initially offered a $20 credit, later increasing it to $35, along with a refund. This was insulting.

Unexpected issues happen, but customers deserve timely communication and a clear, consistent explanation. Instead, I lost an entire afternoon waiting for a service that was canceled at the last minute and received conflicting information about why it happened.

Based on this experience, I cannot recommend Spruce.

This was our 3rd cleaning with Spruce and this team was fantastic. Our apartment is cleaner than the day we moved in, and they even took time to tidy up a bit and make things look lovely and inviting. One complaint: it should be much easier to tip the cleaners on the app. They are the most important component of your business and you should treat them as such.

Spruce cleaning started off pretty good. They came into our home the first time and cleaned everything on the checklist that they left behind. With both of us working full time, it was nice to have someone deep clean for us. We setup monthly cleanings. The second cleaning the crew was in our home 43 minutes. The house was not cleaned 100% when we returned. Floors not cleaned, half of the baseboards were left not cleaned, half of the furniture not dusted, bathroom shower doors cleaned, but not the shower stall itself. Mirrors not cleaned. I could go on and on. I took my complaints back to Spruce who rebooked, but only after I sent so many photos and emails/text messages. When the next crew came to redo our home, they said that they could not access our unit through our leasing office (which is part of what they are supposed to do). We were on our way back and our leasing manager arrived within 7 minutes to let them in, but instead they just left. I again wrote to Spruce who offered a 30.00 credit on my account. My service was 150.00 and I was not going to use them anymore. I then wrote to the CEO and customer service, sent about 20 photos and detailed the issues. They decided that I should only be given a 55.00 refund. What a poor way to run a business. Also, no one will get on the phone with you. It is only through email or text, which is also very frustrating. Highly recommended not using this company. It truly is not based on quality customer first service.

Terrible service

I work an extremely busy schedule, and the last few months of my life have been honestly overwhelming between travel, family losses, and just trying to keep up with everything. I am normally a very tidy person, but lately I’ve struggled to stay on top of deep cleaning the way I usually would.

That is exactly why I booked Spruce’s PREMIUM deep cleaning package plus a 45-minute laundry add-on for nearly $200. I specifically wanted a true reset of my apartment — to take some weight off my shoulders and help me get things clean and orderly before family came into town for the weekend.

Instead, I came home to an apartment that looked barely cleaned at all.

To be clear: this was advertised as a DEEP clean. There was absolutely nothing “deep” about this service. Honestly, even as a basic cleaning package, this would have been unacceptable.

The first thing I noticed when I walked in was that the apartment didn’t even smell cleaned. Looking around, it immediately became obvious that furniture had not been dusted or wiped down. Hair and dust were still everywhere, all documented in photos.

The service advertises detailed cleaning including:

* wiping appliances and cabinets
* dusting furniture and surfaces
* vacuuming upholstery
* mopping floors
* cleaning mirrors
* wiping high-touch surfaces like handles and switches
* emptying trash
* loading the dishwasher
* making beds
* general deep cleaning/detailing throughout the apartment

Much of that clearly never happened.

Every appliance still had fingerprints all over it. Cabinets still had visible fingerprints and grime. The mirrors were covered in dust and streaks. Upholstery that was supposedly vacuumed still had visible dirt, debris, pet hair, and dust throughout. Window sills were covered in dirt and hair. The floors were clearly not mopped — I had to mop them myself afterward, and the Swiffer pad immediately turned black. The bed was half made with several pillows missing entirely. Bathroom trash was left behind despite trash removal being included.

The dishwasher was supposed to be loaded. Nothing was loaded into it, yet dishes that had been sitting in the sink disappeared altogether, including a glass that is now nowhere to be found.

Honestly, I genuinely do not know what the cleaner was doing in my apartment for hours because it clearly was not cleaning.

The laundry add-on somehow made the situation even worse. I booked the extra 45 minutes specifically because I needed help catching up on laundry. There was a very obvious hamper of clean clothes in the bedroom with instructions left out explaining what needed to be folded.

Instead, the cleaner folded wet clothes that had been sitting in the dryer — a dryer that had NOT been turned on. Before leaving for work, I moved damp clothes into the dryer temporarily so dirty sheets could be washed during the cleaning because I do not leave my dryer running while I’m not home.

She folded soaking wet clothes onto my bed. Most of the clothing was inside out. I had to unfold everything and put it BACK into the dryer myself. So the add-on I paid extra for was essentially useless.

After sending extensive photo evidence, the company’s response was honestly awful. They offered only a $55 refund on a nearly $200 deep cleaning service despite acknowledging multiple areas were missed. At one point they even offered to send the SAME cleaner back.

Overall, this entire experience created more stress instead of relieving it. I booked this service specifically to help lighten my load during an already difficult and overwhelming time, and instead I ended up spending my evening re-cleaning my own apartment before guests arrived.

I would absolutely not trust this company for a deep clean, move-out clean, or honestly even a routine clean. Save your money and go elsewhere.

I booked a move-out cleaning through Spruce (Booking #1652610) and waited at home all day within their 9 AM–5 PM window. No one ever arrived. Instead, I got an automated message saying the service had been cancelled because "personal items hadn't been removed" which was completely false. No housekeeper came, no one called, no one checked.

The day before had already been a nightmare: I received a cancellation notice out of nowhere, panicked and created a duplicate booking with a different card, only to be told by support that everything was fine all along. I spent hours emailing back and forth just to confirm a booking that should have been straightforward.

When I escalated after the no-show, the response was "we're looking into it". For a move-out service, where you're already juggling keys, movers, and deadlines, this level of unreliability is unacceptable.

I've already notified my leasing office and advised them to stop recommending Spruce. Avoid if you're on a deadline, you simply cannot count on this service to show up.

Waiting to see how long it will take until they reimburse me.

This was my first time with Spruce. WOW. Irene did an amazing job! Everything looks brand new. I soooo appreciate her attention to detail. Give Irene a raise!