End of tenancy cleaning team just decided not to show
I never waste time writing bad reviews but this company has been such a disappointment I feel like I have to.
I asked for a quote for an end of tenancy clean, and was harassed on the phone and via email the following week, which is fine - hey they're trying to sell, They did finally manage to convince me to go ahead and book with them, even though they were not the cheapest option. But they seemed trustworty, they explained how well they clean, and the 2467 "Get your security deposit back, book now" emails eventually got to me. I talked to a very helpful guy, and we booked everything in only to get to the end where i discovered they actually didn't have any open slots on the Thursday I had asked for. He apologized, but we managed to rearange our schedule so they could come Friday instead. (everyone who has ever moved knows its a tight schedule with packing, movers, cleaners and clerks coming)
Everything went seemless from there, you can even message the cleaning team via your account which I found very helpful as we moved quite far away and I was not able to be there to meet them myself. I had to organize key pickup with a neighbor who was happy to help. The days leading up I received several emails with self praise, and for me to get ready for the most amazing cleaning experience I've ever had. Promising!
This FANTASTIC cleaning was supposed to happen today at 12-13. At 13.40 - 40 minutes after the cleaners were supposed to have arrived at the latest, my neighbour calls me asking where they were. I contacted customer service, failed a few times, as you'll discover getting in touch with this company is VERY easy when you're trying to book. When something goes wrong however, not so much. I ended up on the chat, where Ruben could tell me that whopsi looks like they're having vehicle issues. Will tmr be okay?
I said no. As we're supposed to check out TODAY. He apologized and offers to cancel my booking free of charge. How nice. He detects I'm not satisfied, and offers me a 15 pound credit to book with them at a later time. This is a 280 pound cleaning! And all he can offer is a 15 pound gift voucer with the same company that just s*r**w*d me over.
I ask him what we can do, I'm getting annoyed at this point, but he tells me that sorry there's nothing they can do. They can come tmr ar not at all. I tried to call the booking team, and explained the situation to a very nice lady who immediately messaged CS and promised someone would call me shortly to sort this out, I'm still waiting - 2 hours later. It's too late for me to book anyone else. And I'm supposed to be out of my appartment tmr morning,
I had no choice but to reschedule everything, and accept the next available timeslot tmr. They only had one left, and showed zero flexibility or willingness to try to sort it in any other way.
I'm pretty sure had it been me not showing up with the keys today, saying "Sorry I'll come tomorrow instead, but hey here's a banana for your troubles" that wouldn’t have gone down well.
1) Why was I not informed the second the team realized they were not coming?
2) Why is this all of a sudden MY problem, I've paid, I've held up my part of the deal with keys, and empty house on time. Why do I have to reschedule everything AGAIN: reschedule with the clerk, talk to my landlord, who had to talk to the new tenants. "Sorry we don't have any available timeslots" just doesnt cut it. "We can come tmr but only at 12" is also not good enough.
3) Why does no one feel responsible
4) 15 pound credit to book at a later time - are you kidding me?
This company strikes me as one that cares very much in the beginning when they want your money, but when something goes wrong they take zero responsibility and will not call you back to try and sort it.