The cleaning was adequate, but several areas were overlooked, including cupboard door handles, the tops of cupboards, and the inside of the bathroom cupboard. Overall, the clean itself was quite thorough. However, our main concern lies with the customer service. We initially arranged the clean through the website, but didn’t see the end of tenancy option available. We indicated that the property was empty (e.g., no vacuum cleaner, etc.) and that it was an end of tenancy clean. On the morning of the cleaning, customer service informed us that our cleaner had a family emergency and wouldn’t be able to come, which we understand happens. We communicated to customer service that we needed the clean urgently due to the end of tenancy situation. The representative explained that we had chosen the incorrect option and quoted us a price for an end of tenancy clean that was three times our original estimate, plus an additional £25 fee to reschedule for the following day. After some negotiation, they agreed to waive the £25 fee because of the cancellation, but insisted we pay the full amount upfront and would receive the £25 back after the clean. It took a while, but the refund has now been processed. The customer service representative also promised that the cleaners would notify us of their arrival time 30 minutes in advance. Since we were no longer living at the property, we needed to travel there to let them in. Instead, we received a call from the cleaners after they had arrived, which forced my partner to rush over. When we met the cleaner, they were unaware that it was an end of tenancy clean and had to call their manager to clarify what was included in our package. This is confusing given the significant price increase we were charged and indicates that the cleaner was not properly informed about the type of clean required. The cleaner was punctual and pleasant, and I believe others may be as well, but due to the inadequate customer service, we cannot recommend this to anyone.
Claim your business profile now and gain access to all features and respond to customer reviews.
