Hello Services
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Devastated - would give 0 stars if I could!
I’m a firm believer in integrity, empathy and compassion, something this company clearly does not. It’s a long story but I shall try my best to condense it with the key points. My partner and I recently purchased our first home that was so dirty and disgusting we decided we needed professional cleaners to come in and clean the property to a liveable standards. We booked online and the day they were due to come I was skipping around so excited for my brand new home to be clean and “sparkling” like promised on their website. The team of two arrived at the property at about 3:45pm (over an hour late) and left at about 7:30pm. When they arrived my partner spoke to the cleaners and explained what our key focus areas were and with that we kind of left them to it. The young man that came seemed to be doing some work but the older gentleman was just kind of wandering around on his phone. They spent time in the kitchen cleaning the tops of the cupboards and the oven. These were two of the only things that were apparent had been cleaned. One strange point to note is that the younger man cleaning the tops of the cupboards used Deicer to clean them (it was already in the house) they did not use their own product. During the time spent doing these two jobs the older man went to get them both some food, of course we understand they have probably been working all day and need to eat, but this break must be taken into consideration when thinking about how much work was carried out in the time frame. The guy who went to get the food was gone for a good 25-30 minutes getting it and then they spent about the same amount of time eating. The older gentleman was very happy to show us his pictures of the oven which granted was cleaned as well as the top of the cabinets. They spent a really long time in the kitchen and I thought they would be at the property until fairly late as they did not move into any other room until about 15 minutes before they suddenly upped and left. The older gentleman had told us he had to drive and get himself back to Richmond for an urgent job. They left so quickly we did not really have a chance to check their work but I already had a sinking feeling in my gut that the job and outcome we were expecting was not the reality of what we had paid just under £200 for. We left the property soon after them, it was dark, cold and I needed to get home to my Grandmother as we had just received some upsetting and frightening news about a close family members health as well as being really unwell myself. By the time we returned to the property a couple of days later and inspected it in the light, my concerns about the service we had received were confirmed. The insides of most of the cupboards were dirty and had not been cleaned inside, the tiles and grouting around the kitchen were still grubby and had definitely not been cleaned or polished, the sink was not touched in terms of cleaning, the light switches and doors were filthy too (these are all areas you claim to clean in your description on your website) and the floor in the kitchen was crumby with the dirt they had taken out of the oven. The hallway and living room floor were just brushed over very quickly with a mop and bucket and still had marks and stains also. The property did not really feel or look cleaner. I contacted the company to express my concerns and they said that they would do a reclean. I gratefully accepted but did request a different team. Its awkward for everyone involved to have two people come back to your property knowing that you were not happy with their work the first time round, but also if they did not do a good job the first time round why would we have any confidence that this time would be any better? and surely now they would be even less motivated than they were before. We asked them to leave. It was difficult and not nice but these are our lives, our home and our future and all we wanted was to have professionals come in and do a fantastic job. The admin team then replied to my email with pictures the older gentleman had taken of the few things they had cleaned as if to tell me I was being unreasonable. I just find it suspicious that they took these pictures of the things they had cleaned but not all of the kitchen, is this their way of protecting themselves against such complaints? Also there were no pictures of the living room or hallway they were also supposed to have cleaned. On the website it looks like they have company vehicles, uniforms and equipment but none of that was present with the team. They did not even bring their own rubber gloves, they used ours without asking. I am so upset and I would like a refund because I am truly sorry to say we did NOT receive what we paid for. I did message through the option on the site to contact the CEO but am yet to receive a response.