Dear Kaylee,
We are sorry that we could not find satisfactory way to sort out the problem. Further to your queries we offered immediately free of charge re-clean service as they are just a few minor issues which are our responsibility to rectify.
Further to your questions:
1. We are sorry that service took longer than we quoted roughly 3 hours. One of the cleaning operatives offered to give you notice and call you 30min before completion, but you decided to wait for them to finish on place. The cleaning service took longer then expected because of the condition of the property - a heavy burnt and greasy free standing double oven, hobs, extractor, moldy fridge / freezer. Clearly some animals : dogs or cats were living in the property because of smell and animal hairs / fur were all over the place stacked on skirting boards, radiators, walls, cupboards and wardrobes. 2 x cleaning operatives were working for 5 hours including professional cleaning of carpet for total cost of £175.00 we think is reasonable.
2. Both of the cleaners appointed for the job are experienced and have been working for the company for 5-6years, so we would not classify them as non English speakers. One of the cleaner had two breaks for 5-10 min in one of which he sent to us photos from the property to show the state and condition of it.
3. Landlords deposit deduction of £200.00 covers - £80.00 for paint and other materials and rest is for labour - some redecoration / renovation works. You asked us for full refund of £175.00 to cover your partial lost of deposit, we do not think it is fair. Black mould may damage wall paints and surfaces, we have not been paid or asked to do black mould removal service, so areas which were affected were be treated by a third party.
4. Painted walls were just hoovered as much as possible because of animal hairs and fur, we did not clean them.
Our initial written quotation mentioned that cleaning of painted walls is not included in service cost.
Kind regards,
Cosmo Cleaning