- Document with dates and photos, and report issues in writing.
- Ask for a fix by a specific date and a root cause.
- If problems repeat after a fair chance, use your contract's exit process.
Service problems are frustrating. A structured response gets better results than an angry email.
Step 1: Document
Write down what you found, where, and when. Take dated photos. Note whether the item is in the written scope.
Step 2: Report quickly and in writing
Send a short, factual message to your point of contact.
Step 3: Ask for a fix and a cause
You want two answers: how and when will it be fixed, and why did it happen? Common causes are staffing changes, unclear scope and supply shortages.
Step 4: Give a fair window
Most reasonable vendors fix issues within one business day. If your contract has a re-clean clause, refer to it.
Step 5: Escalate if needed
If the same issue repeats, ask for a call with a supervisor or manager. Share your list of dated issues. Ask for a written corrective plan.
Step 6: Hold a review
Request a short monthly review with your point of contact for 2 or 3 months. Use the checklist as the agenda.
Step 7: Decide
Consider moving on if:
- The same problems return after fixes
- Communication stops or becomes defensive
- Crews change constantly
- Safety or security issues arise
Check your contract for notice and termination terms before you act. See how to transition to a new company.
Check your own side
- Is the problem in the written scope?
- Did you tell the vendor about it?
- Have access, alarms or supplies caused delays?
- Has the building changed (more people, new equipment)?
More on spotting issues: signs your cleaning company isn't doing a good job.