Fern Home Cleaning

Thumbtack customerOct 2026

Extremely Disappointing Experience and Questionable Customer Service I had a very frustrating experience with this business, and the way this situation was handled left me questioning their professionalism and intentions. I was told they arrived at my house at 8:30 AM, but later I was told they left at 9:08 AM because my card had declined. I was informed that my card had declined the night before, which supposedly explained why they left that morning. However, this raises a very reasonable question: if my card had already declined the night before, why would they come out in the first place? And if they were already at my house at 8:30 AM, why did they not attempt to call me until 9:00 AM? I called the woman back just 17 minutes after she supposedly left. Many businesses allow a 30-minute grace period, but apparently, this business operates on an eight-minute grace period. Make sure you understand their policies before booking because, based on my experience, you may not get much time to respond before they leave. What makes this even more frustrating is that when I finally got on the phone with them, she left approximately 17 minutes ago. Despite claims of multiple communication attempts, I only received one call. I was also told they attempted to charge my card, which made the explanation even more confusing. The timeline and reasoning I was given simply did not add up. The woman I initially dealt with was nice, and I want to acknowledge that. However, when the situation became confrontational, it seemed she deferred to a confrontational male to handle the disagreement. Unfortunately, he became argumentative with me, a young woman, while insisting they had attempted to communicate with me several times. That was not consistent with my experience or the call history I have. To make matters worse, I was told they were accommodating by booking me for that day, even though I had asked the previous week for them to hold a Saturday appointment while I confirmed. Despite the service never being performed, I was still expected to pay a cancellation fee. Honestly, the entire situation left me wondering whether this was a bait-and-switch situation designed to collect a cancellation fee. I cannot say that was their intention, but the conflicting explanations, questionable timeline, and insistence on charging me for a service I never received certainly gave me that impression. I would genuinely appreciate a response from the business explaining what happened and clarifying the timeline of events. I am open to hearing their explanation, but customers deserve transparency, consistent communication, and professional treatment. Please improve your customer service and reconsider how you handle situations like this. A pleasant first impression means very little if a disagreement turns into an argument and a customer is left with more questions than answers especially when they try to call back for clarification but still get argued with. I hope the business responds with a reasonable explanation because this experience was entirely disappointing.