Do not use!!!!
I used this company for a one off deep clean on a new property I bought. I saw the reviews and stupidly ignore the 1 star reviews and focused on the more positive ones. I paid just over £400 for a deep clean. When they had finished the floors were still wet so I locked up and left and returned the next day.
I was extremely disappointed with the level of cleaning considering how much I paid. None of the skirting boards had been cleaned, nor the interior windows. The only thing I really noticed a difference with was the carpets. I wish I had just paid a company to clean the carpets and did the rest myself. I also paid for extractor fan to be cleaned and it didn’t look any different at all. I am really not sure what they were doing for 3 hours. They also left a window wide open knowing full well the house was not occupied.
I took lots of photos and contacted the company and was referred to their complaints department. They did offer me a re-clean initially but then later retracted that as I had told them I had to clean the skirtings in the front room because they were filthy and I had a family member painting for me (just the one room). They sent me several quite rude and patronising responses. After a lot of back and forth they then advised that the points I had referenced were “minor details” apart from 2 skirting boards which they couldn’t get to. I have no idea where the 2 came from as none had been cleaned and you could get to all of them as the house was empty at that point. They offered me a £15 credit and I was told they would not do anything else. I looked at the responses to the bad complaints on her yesterday and their responses are again just patronising. Do not use this company. I have never written a bad review for any product / purchase / service in 41 years of my life so the fact that I am evening taking the time to write this tells you everything you need to know. For those thinking about using this company please think about this review beforehand! I have raised a dispute with my bank now for the level of service provided.
Reply from Hello Services
Dear Amy,
We are very sorry to read your feedback and that you felt the service did not meet your expectations. That said, we do feel it is important to clarify the facts.
A full property clean was completed, including carpets and the extractor fan. The specific complaint regarding the extractor fan related to the inside of the unit, which cannot be dismantled as per our Terms & Conditions. It is therefore unreasonable to expect a result beyond the professional cleaning of the accessible areas.
When you raised your concerns, we promptly offered a re-clean under our guarantee. However, you later informed us that you had already cleaned some areas yourself and were in the process of having the property painted. As explained at the time, both of these actions revoke the re-clean guarantee, as it would be unreasonable to re-clean an entire property that is undergoing painting and further alterations.
The issues you raised ( mainly dusty skirting boards that were behind heavy furniture and interior windows ) are minor omissions that would normally be resolved easily with a re-clean. As this was no longer possible, we offered a £15 goodwill refund as a final resolution.
We regret that you remain unhappy, but we believe we acted fairly, consistently, and hope we can make it up to you in the future.
Kind Regards,
Hello Services Team