Hi Christie,
Although we welcome all feedback, positive or negative, it’s unfortunate that you have chosen to recount your experience with our company with the use of false information.
I’m going to explain and address all your points I can as they happened so the good people of Trustpilot know that we are not that type of company you have incorrectly portrayed.
We carried out your cleaning on Friday 30th May 2023. Approximately 30 minutes into beginning the cleaning, one of our representatives, Alex, contacted you to say that your builders/decorators had their stuff lying around the property and it was restricting our cleaners from doing some of the cleaning required. Alex contacted you in regards to this and the cleaners continued despite this.
The cleaning was completed with the exception of one room because the painters/decorators left a bunch of their stuff/equipment/belongings in there. You contacted our company via phone call on the following day at approximately 4:45pm, stating your dissatisfaction with the cleaning carried out and requesting a refund of some kind. Alex kindly requested photos of the areas missed so we could address this with the cleaners and get back to you but you were only able to send a few cobwebs and a little dirt which was most likely in the room which the cleaners could not access due to your painters/decorators.
Alex kindly requested photos of ALL the areas missed in order to come up with a reasonable solution and/or refund which would best resolve the matter. At this point, you told Alex that you ‘”couldn’t be bothered”, you began raising your voice, and this all ended with shouting, a few profanities, and the phone call was terminated.
Further messages were sent via Whatsapp with the aid of photos taken of your property AFTER the cleaning was carried out. Alex asked you to kindly compare the photos taken by our cleaners to what you saw in the property. At this point, you stated that this made no sense to you and you had no time to do this because you were in-between house moving and you have a 16-month-old baby.
Although your frustration is understandable, in order to calculate the refund amount, we would need photographic evidence of the cleaning which was missed. You declined this suggestion which would have moved the matter on. As mentioned before, we have photos of the completed cleaning of all the rooms in the property cleaned and it’s safe to say, if we compare the area near the toilet for example (which was cleaned properly), to the photos sent to us by you, it seems someone, perhaps the painters/decorators, have carried out some work at some point AFTER our cleaners finished up and left.
You sent approximately 15-20 photos of the same areas, most likely the room our cleaners could not access, and a few from the bathroom which when compared to some of the photos WE sent you, shares no resemblance to the photos you claim prove the cleaners “had done nothing”. We sent approximately 120-150 photos from around the property, showing all rooms, and at this point, you told our representative that they should stop harassing you despite merely showing you photographic evidence of the work which was carried out.
At no point did we either agree or disagree to offer you some form of refund, you simply did not let Alex speak on the phone, spoke over him, shouted at him, and used very vile language.
We advise you contact our company at your earliest convenience so we can discuss this in a civil manner.
Thank you.
