If a cleaning visit leaves dirt, streaks or a damaged piece of furniture, pause before trying to fix everything yourself. Check what was agreed, document the condition in daylight and contact the cleaner or the platform in writing. An unfinished clean and property damage are different complaints, so handle and record them separately.
Related read: how apartment cleaning quotes are structured in Israel.
Stop and check the agreed scope
Inspect the home in natural light and compare the result with the booking details, messages and task list. Look at floors, skirting boards, kitchen surfaces, bathrooms, glass and any special areas requested. Do not assume that oven interiors, windows, balconies or inside cupboards were included unless they were discussed; cleaning terms can mean different things to different providers.
If the cleaner is still working, ask for a short pause and walk through the concerns together. Avoid wiping disputed areas before taking photos. If there is a strong chemical smell, a wet electrical outlet, spilled product or another immediate hazard, ventilate the space, keep people and pets away and contact the provider and EzraPro support when the booking was made through the marketplace.
- Compare the result with the agreed rooms and tasks, not with an unstated expectation.
- Take overview and close-up photos before any redo or additional product is used.
- Note when the visit ended and when each issue was discovered.
Document poor cleaning and damage
Take a wide photo of each room first, followed by close-ups of every issue. Dust on a shelf, grease on a cabinet, marks on glass, debris in a corner or an untouched bathroom area should be shown with enough context to identify the location. Keep any before-visit photos, the booking confirmation and messages describing the requested service.
For furniture, photograph a scratch, swelling, discolouration or cloudy mark from several angles, then photograph the full item and surrounding area. Keep the material and model information and any manufacturer care instructions. Do not polish, sand or apply another chemical before the condition is recorded and discussed, because a second treatment can make the damage worse or obscure what happened.
- Keep the booking, messages, photos and payment or receipt records together.
- Describe what is visible, where it is and when it appeared; avoid guessing the cause.
- Do not discard a damaged part before it has been reviewed.
Ask for a clear correction
Write through the channel used for the booking. List each missed task, attach the photos and ask to arrange an inspection or correction visit. “The cleaning was bad” is difficult to act on; “dust remains on the lower kitchen shelf” or “the bathroom mirror has streaks” gives the provider a specific item to check.
Agree in writing on what will be corrected and which products are suitable. If furniture is involved, ask the provider not to continue treating the surface until the situation is understood. For an EzraPro booking, send support the order details, messages and evidence so the case is linked to the right service. After a redo, inspect the disputed areas before confirming completion.
- Separate tasks that were missed from tasks that were never included.
- Prefer a written plan even if the first conversation happened by phone.
- Recheck the home in good light before closing the complaint.
If the cleaner damaged furniture
Furniture damage needs a separate discussion from an incomplete clean. Stop using the suspected product and avoid adding water or chemicals if they may affect the finish. Ask which products and methods were used, but do not agree to an improvised repair before the surface and likely consequences are understood.
Collect before-and-after photos, furniture details and any information about its earlier condition. A furniture repair professional may be able to describe the visible damage and possible restoration, especially for stains or finishes that are difficult to identify. Send the material to the provider and, where relevant, EzraPro support. If no agreement is reached, consider consumer or professional advice based on the facts and documents available; avoid relying on legal conclusions you cannot verify.
- Keep the cost of restoring damage distinct from the work still left to do.
- Save every proposal and response in writing.
- Do not dispose of the item or authorise a permanent repair before documentation.
