Shocking service and terrible response after, AVOID!!
I booked an end of tenancy clean including carpet deep clean, kitchen including (specified) oven clean, and bathroom (including floor tile clean), and paid £135 for this. A single cleaner arrived an hour late, which was already a surprise as last time I booked an end of tenancy clean with another company at similar price 3 people came. The cleaner told me this was because it was only a kitchen and bathroom clean booked, I told him I'd booked a carpet deep clean but he didn't have the equipment to do this and that I'd have to pay extra and wait for a second person to arrive if that was needed. I had to hand keys back the next day so I didn't have this option. He looked at my carpets and told me he was confident I'd get my deposit back - not only is my landlord trying to withhold a huge amount but they've told me I'll need to hire a separate cleaner to do this job fresh.
Then the cleaner told me the oven was "worse than he'd expected" (I'd booked an oven clean) and asked me to go to the corner shop and buy oven cleaning product and scrubbers, as his wasn't strong enough. I was amazed that a corner shop would sell better product than a professional cleaner would bring. I also bought carpet cleaner to do some spots myself, and in the end stayed 2 hours longer than I'd set aside.
I know what tight margins cleaners work on so I didn't want to complain until I knew whether I in turn would be penalised in the end of tenancy inventory report. When it became clear I would (2 weeks later), and the tenancy report itemised not only the carpets but a not fully cleaned fridge and insufficient cleaning in the bathroom, I wrote to ask for an appropriate refund. Despite them telling me in writing that they would "always" send multiple cleaners for an end of tenancy job, and would "never" send customers out to buy products, all they have agreed to refund me is £15 for the carpet clean not performed since they say I had to complain within 48 hours. The cost to them after 48 hours would be the same as after a fortnight, and nobody gets inventory checks through in less than a week, so this policy is deeply unfair on tenants who've booked this specific service. They won't even refund me for the products I had to buy. So I spent £115 plus £12-odd on products for a partial job on the kitchen and bathroom, which my own cleaner could have done just as well for £40.
I really gave these guys a chance both during and after the service to sort out the many issues with my booking, but their response was as unprofessional as the service on the day so they haven't given me a choice. I'll have to spent probably c £100 now getting these jobs done again. AVOID!!
August 19, 2020
Unprompted review