shelly

Jan 5, 2025

Poor cleaning service and even poorer customer service

I booked and paid for a ‘deep clean’ when we moved in to our new property, However the results were not what anyone would describe as a deep clean. There were areas missed such as exterior windows, cobwebs, skirting boards and dusty corners. I gave a detailed description of what I needed to be cleaned and unfortunately very little of this was completed. I had also previously enquired if I could ask for additional services once the cleaners were here, so if the quote did not cover what I wanted cleaned, this could still be done. I explained very clearly to the cleaners what was required and that I would like the bathroom floor and interior of the built in wardrobes to be a partial focus. The wardrobe interior was not cleaned at all and the bathroom floor was just as dirty after the cleaners as it had been before. After the cleaners had left, we were contacted by phone and text 6 times to request payment, which we had completed on the day of booking. I sent an email of complaint and received a response to advise that I would be refunded for the exterior windows not being cleaned and offering a re clean. I advised that I had already re cleaned the rooms due to having decorators in the next day and needing the rooms to be clean. I was then offered a re clean 3 more times, to which I explained I did not need this as previously stated and requested my complaint be escalated to the management team for a more satisfactory resolution. I was advised by the support assistant that this had been done and the resolution was that I would be refunded for the exterior windows and the complaint is now closed. If your expectation of a deep clean is just that, do not use this company. The cleaning service is poor as is the customer service and complaint procedure. *In response to Hello Services' comments below* Thank you for your response, however there are a number of inaccuracies within your comments and I would like to provide further clarification of this. 1. Exterior Windows The explanation provided to me by customer support was that the cleaners didn't have a ladder. I was never asked if i could provide one, though i do have one. Additionally due to the steps and decking to my garden, the windows are actually lower on the exterior than they are on the interior, so did not require a ladder to access. No safety concerns or other explanations were provided at the time of cleaning about the exterior windows by the cleaners. 2. Missed areas I want to clarify the statement that there are area's of rust and mould as this is untrue. The cleaning job left theses areas at a standard far below acceptable. I was able to clean theses areas to a much higher standard after the cleaners had left and provided photographs of the clean that I had completed and the dirt on the clothes I had used to do this. 3. Wardrobe and Bathroom Floor Again these areas were not thoroughly cleaned and i again provided photographs to support this. I again was able to clean these areas to a much higher standard myself. Although I was offered a reclean, I had already taken action and cleaned these areas myself as I had decorators coming on 2nd January and needed these areas to be clean in preparation. As I explained, the timing of a reclean did not work for me and given the poor quality of the initial clean, I did not feel confident that the stand would improve. 4.Payment Follow Up I would like to correct your statement about a delay in payment. I was contacted 6 times on the afternoon following the clean to request payment, which I had made on 29th December. This led me to having to block the number. There was no delay on my part. I paid on the day the invoice was sent to me (29th December), two days before the clean was carried out. I can provide my bank statement as proof of this, therefore your claims of a delay are inaccurate. 5. Complaint Escalation I was not offered multiple resolutions as you claim. The only resolution I was given was a refund for the exterior windows, which I accepted and thanked the customer support assist for, and a reclean that I repeatedly declined due to the reasons mentioned above. Additionally, while the Head of Customer Satisfaction and Complaint Resolution did email me on the afternoon 5th January, this was after my initial review had been posted. Furthermore, no new or different solutions were offered, only reiterations of what had already been said. Therefore your statement that I have been offered multiple solutions and a further refund, which I ignored, is inaccurate. In conclusion, the discrepancies in your response lead me to stand by my original assessment of extremely poor customer service. While I appreciate the refund for the windows, the overall quality of the cleaning and the handling of my complaint remain unsatisfactory. I do remain open to finding a constructive solution.