Initially we hired Elsa and her "team" to do a much needed top-to-bottom cleaning of our home. Immediately I noticed a large scratch on the hardwood floors in my foyer after they had left. I brought this to the owner's attention and she denied that she or anyone in her crew had damaged the floor, and said she would bring some "scratch cover" to cover it. I dismissed this, and we continued with bi-weekly cleanings following this expensive "start-up" cleaning. Often major dusting was missed in several ares, and 2 times the master shower stall still had mildew and was not cleaned. I told Elsa about this, she had her person come back many days later and "finish". My husband kept saying "she's not doing a good job and this is not worth what you are paying"; but I continued. There was a death in the family and I had to cancel (3 days in advance) and postpone my cleaning. I was charged a $25 cancellation fee which I thought was inappropriate given the circumstances, yet I continued. Then Elsa phoned me less than 24 hours before I was expecting a cleaning and said they could not get to me for 2 more weeks. This was my "after Christmas" cleaning, and also I had mentioned to Elsa that it was urgent that my house be cleaned this particular week because of a big party and a houseguest who was coming. Inadequate and unprofessional! Enough!