Clean Like New

Hi,




I do hope that this email gets communicated with your management team because your services have been nothing but poor since I have signed up for your services.




I have experienced nothing but incident after incident with no acknowledgement of how poor the services have been.

The below is exactly what has happened since I've signed up for your fortnightly cleaning services.




*My first initial cleaning services was booked for Friday 27th of October at 2pm. I receive a message 40mins before the cleaner was due to arrive stating my appointment has been cancelled.
*I call to understand why my appointment had been cancelled and asked why no alternative was even offered only to be told that they will book another appointment for me for the following Friday for the same time and that they will send through a confirmation.
*No confirmation was sent only to receive a call on the Thursday (day before the scheduled appointment) to confirm if I still need the appointment. WHY WAS THIS NOT BOOKED IN BY CUSTOMER SERVICE WHEN THEY SAID THEY WOULD?!?!? Then they proceed to tell me that they couldn't find someone for that friday and that it would have to be the following Friday Nov 3 (following fortnight of my original first appointment)
*So naturally very apprehensive, I called to double check my cleaner's arrival, they couldn't find some on that day for my designated time and could only offer someone to come at 3.30pm instead of 2pm. My cleaner was late by 20mins and couldn't speak English very well for me to give her directions to exactly where my apartment complex was.
*When the cleaner finally got her, she did a great job but it's just unfortunate my experience has been already tarnished.
*My next fortnight appointment was scheduled for Friday Nov 17 at 2pm. I get a call from the cleaner saying she was here at the apartment. So I go downstairs to try to look for her. I was promised that it was the same cleaner but clearly it wasn't and she couldn't speak English very well so couldn't really understand my explaining to her exactly where to find the apartment. On numerous occasions I have stated that the best entrance was to be on a specific road as our complex is inbetween two streets. I couldn't find her and called customer service to ask them to contact the cleaner for me. I had stated that my appointment was originally at 2pm at she had come at 1pm for some reason and that I was actually about to head out to pick up my lunch but will be back in 15mins and again reiterated where the entrance of my apartment was. After not hearing anything from my cleaner, I call customer service a few time and only was finally told that her supervisor couldn't get in touch with her and assumed she has left. I CANNOT BELIEVE HOW POOR THE BEHAVIOUR WAS.
*The customer service lady I spoke to apologized profusely as I said I will be cancelling all future services and she offered 50% of next service and would try to find someone for the Saturday which you did for 2pm. I told her if anything goes wrong that would be it.
*So come Saturday I called customer service to check about my cleaner only to be called that it was cancelled as they saw an email for my cleaning for the Fri 17th of Nov so cancelled the one that was booked for Sat 18th Nov. I WAS FURIOUS!! How can you not check or even question why there was two bookings and just cancel. Without realising that the Sat booking was due to your incompetence.
*So they tried to find a cleaner for 4pm but to cut a long story short as I am so mad just writing this now.... She was on her way (mind you already 45mins late) to then being told that they could not contact her.

I would never recommend your services as you have been nothing more than unprofessional.

You outsource your services to agencies that are totally unreliable.

I do hope you take this feedback and take some action.

Thanks.