DO NOT USE THIS AGENCY
DO NOT USE THIS AGENCY
The cleaners got out of the car and before we even had the chance to pay them (which we had been told we needed to do before they would start work) they immediately said they thought the job was bigger than we had booked for and we should call the agency to pay more. This was before even taking any equipment out of the car. It wasn’t bigger and they were wrong. We had to spend a total of 45 minutes making several back-and-forth phone calls just to sort out their error. By the time we’d done all that and they had been told that the job WAS actually what they’d been booked for, they then said they couldn’t possibly finish the job within the timeframe - a timeframe they knew they had before they even turned up. So we asked them to leave. THEN the agency have the NERVE to tell us the reason the job failed was because we hadn’t paid them before they started and that they’re going to attempt to charge us 30% of the cost anyway. Wrong. Greedy. It failed because the cleaners were not communicated with properly, they didn’t know what they were meant to be doing and by the time we cleared it all up it was too late to get the job finished on time. What a total utter waste of time; these people do not deserve your money.
I see your reply. What is extremely disappointing is that you resort to lies and slander to try and coverup your greed and incompetence. You neglect to mention (of course you do) that you had also sent another person, a male, who was the driver of the vehicle and present throughout. He and my partner chatted happily whilst I was busy on the phone trying to sort out your unprofessional behaviour and they even carried out an old rug together to leave by the back door. The last conversation I had on the phone was with the ‘team leader’ (who wasn’t even present) and she apologised profusely for the miscommunications and errors on your part. She knew the truth. We all actually know the truth. And by the way your ‘team of cleaners’ consisted of an old lady and a teenager to clean a house that you knew would take longer than you’d given them and that there was no way they were going to be able to do that job. Money wasn’t even mentioned until after I had called you and said you needed to clear-up the problem of them thinking the job was bigger than it actually was. We were happy to pay and I told you that on the phone. We were the ones who, in direct conversation with the ‘team leader’, all agreed that they should leave as they were now utterly unable to complete this job. Because of you. Not us. You. ‘For their safety’. My God. Shame on you.
Reply from Hello Services
Dear Juliet,
We’re sorry to read your review, but we must respectfully clarify that your description of events is inaccurate.
Our records and the team’s report confirm that the cleaners arrived on time and, as per our company policy (communicated in advance to all customers), were waiting for payment to be made before starting. Your husband, who was present on site, refused to make payment, which placed the booking in direct violation of our terms of service.
During the discussion, our team of cleaners — all female — reported feeling uncomfortable and intimidated by your husband’s aggressive behaviour, which is why they remained in their vehicle for safety reasons while our office tried to mediate. When it became clear that no resolution could be reached, we instructed them to leave the property for their own safety.
It’s extremely disappointing to see this situation misrepresented publicly, especially after our staff were treated in a manner no one should have to experience while simply doing their job.
We stand by our team’s professionalism and our policy, which are standard practices across our industry.
Hello Services Team