Very disappointing experience
Very disappointing experience. I paid £440 for an end-of-tenancy clean, quoted as approximately 5 hours with two cleaners.
The property had been left in good condition by the outgoing tenants. In fact, during the initial visit, the cleaner herself commented that she was pleasantly surprised by how clean the property was and that she had expected it to be much dirtier.
Despite this, the property was not cleaned to an acceptable standard. A second visit was arranged to rectify the issues, but the standard was still not acceptable. I subsequently had to spend approximately 8 hours cleaning the property myself before the tenants could properly move in.
What disappointed me almost as much as the cleaning itself was the handling of my complaint. I repeatedly tried to contact the company by phone, but my calls were not answered. Communication via WhatsApp also became very limited once I raised my concerns.
I provided photographs, videos, a professional check-out report and the relevant correspondence. Despite this, I was offered just £55 back, which I do not consider a reasonable reflection of the service provided.
I am sharing my experience so others can make an informed decision. If anyone would like to hear about my experience in more detail, I am happy to share the details privately.
I will pursue this matter through the appropriate channels. I believe customers deserve better, and I do not consider the service or the way my complained has been handled acceptable.