Reply from BlesslyAug 31, 2026
Thank you for sharing your feedback. We take every review seriously and want to make sure the full picture of your service is reflected, since a few details here don't match what actually happened.
When our second Pro was unable to make it that Friday due to an emergency call off, we immediately informed your mom and reduced your quoted total by half. Our Pro, Arianna, also accommodated your request to push the start time back by an hour that same morning and was there from 11am to 8:20pm instead of the original 11am to 5pm due to your mom needing more help.
After discussing your concerns about hourly billing, Arianna made a goodwill decision to cap your unpacking charges at 4 hours for unpacking on Friday, even though she was on site from 11:00 AM to 8:20 PM, 5.8 hours of which were unpacking alone, and offered the additional 1.8 hours as complimentary service. You were only billed for 4 hours of unpacking, exactly as agreed. The cleaning portion of that visit was billed separately, directly to your mother's building management.
You later asked us to list the complimentary hours as billed time on your invoice so they could be submitted to your insurance and your mother's building for reimbursement. We explained that we're only able to reflect those hours as a discount, not as billable service, since they were never charged to you.
On Saturday, Arianna returned as scheduled but paused the work after an hour on the job at your mother's request due to furniture assembly and handyman work taking up the space, and rescheduled for Sunday at her suggestion. On Sunday, Arianna completed the remaining unpacking, finishing all but two boxes, and billed exactly 4 hours as agreed and confirmed with your mother before she left. Payment was processed after the job was completed, in line with our policy.
That evening, after our office hours and after the job and charge were already finalized, we received an email asking us not to charge for the work completed. We also received repeated calls around 1:00 AM that we weren't able to answer at that hour.
We stand behind Arianna's work and the transparency and goodwill she showed throughout this job, including the free hours, the flexibility on scheduling, and the offer to defer payment. We charged only for a job that was booked, agreed to, and completed. If there's a specific concern you'd still like us to look into, we're glad to do that directly. Please reach out to us so we can address it one on one.
