AIBU to keep our cleaner booking after a crap job the first time around?

[HoneyPie12]

We went camping over the weekend and it was the first time for a while all humans and dogs and all associated crap had left my house. I decided to get it deep cleaned so I could come back to a sparkly house and one less (huge) job off my list. When we came back, the house looked much like I left it - you could see some jobs had been done but most had been done at the bare minimum or not at all. I was super disappointed- it cost 18 pounds an hour and they billed me for 7 hours (2 people on the team at 3.5 hours each).

I took some pictures and videos and sent them to the owner who I had arranged the clean with and she was appalled and super apologetic - she was so gutted and I felt really bad for her. She sent most of my money back despite us agreeing to a much smaller refund and she offered to come and rectify what she could on her own. Her customer service was really above and beyond.

Now - my AUBU is this. We also have this company booked for our end of tenancy clean next month when we move. Am I being unreasonable to keep this with them and not find another company?

My family/friends think it was a crap job, you don't get another chance with an end of tenancy clean and we have just been burned - so more fool us if we kept the booking.

I think she rectified the issues immediately with the refund, she agreed it wasn't up to standard, she said she will do/supervise the end of tenancy clean herself and she said no payment before I inspect it. She clearly was upset and had used girls less experienced maybe as I had booked it in with very little notice, so I think she will do an extra good job the next time!

Worth giving them a shot if the owner has responded so well to your complaint.

I think knowing that you've had a bad experience will make the owner more determined to ensure that this clean is up to standard so no reason not to go ahead

If she's happy with no payment until inspection, then you've nothing to lose. Stick with her.

I would stick with her because she has really made an effort to make things right and she's said no payment until you've inspected it after the clean.
If she'd just brushed off your concerns that would have been a different matter.

It's hard to get cleaners. I pay £20 per hour. My deep clean was 12 hours. Large house though.

You’ve not budgeted enough cleaners or time for a proper deep clean and nor has the company
in a three bed house for example I’d have three cleaners and it would be a full 6 hours and would be all furniture out, windows cleaned etx some even include carpets and ovens
id be wary of using the company again as I’m not sure that they were really up for deep cleaning

Look at it this way, you know that if you do have a problem she’ll go above and beyond (OPs words) to sort it out.

I didn't give her a time limit. My quote to her was, "as you know it's a big house so I'm happy with however long you feel the job would take - just bill me at the end for hours done and don't worry about it!" She messaged me saying it was 7 hours worth but she had 2 women doing it and I thought, sounds OK to me! I'm not sure how any of this was my fault haha!

That's what I think! She is so lovely as well - I really do want her to be supported as she is local and clearly was upset at the standard so it can't be her usual.

I'm in a poorer area for sure, but I have a big house and I was prepared for whatever the bill was. She just said her company rates were £18 per hour but I've looked and here ranges from about 15 - 18 so probably the top end.

Agreed, she resolved it so far above my expectations and was more upset than me. I think smaller businesses worry much more and I do like that kind of personal service. She was really lovely x

As with any complaint it's how the after service towards a customer is dealt with that would make me vote with my feet, in this case I think it was dealt with pretty well. Maybe give them a second chance as they're happy for you to make sure you're satisfied before payment taken.

I think because of how the owner has responded, I’d leave it. I think because of the situation you’ve had, they’ll probably make your house immaculate

I would go ahead. Her response to your complaint was everything you would want and more and she’s given you some strong reassurances.

If you hadn’t received the response you got, I’d have binned them off, but it sounds like it was genuinely a poor job for which she was mortified.

On the basis of her customer service alone, I’d give them another go, and hope that a great cleaning job is done.

Perhaps worth a caveat with the owner, that she doesn’t use the same ladies from original clean?

Im not suggesting it’s your fault but a proper deep clean can’t be done with two cleaners in a few hours
I’d be wary as this company are either aware of that and don’t care or they’ve been let done by cleaners they use
either way I’d make sure you get an agree list of jobs they’re going to do and ensure this is confirmed

I’ve had a poor experience with “deep cleaners” who were nothing of the sort

I think if no payment will be sent until you inspect it that’s a good plan! She completely took on board the feedback and owned it!

This is why good complaint response matters so much. You should absolutely give her another chance, and good for you both - you for being reasonable, her for taking accountability and turning a complainant into someone who may be an advocate for her business.

I’d stick with her

I’d stick with her, but ask her ahead of the end of tenancy clean what her plan was to ensure quality this time around.

I would try to find a nice private cleaner. I worked as a private cleaner for a while and was absolutely disgusted by the work completed by cleaning companies. I would usually arrive a new clients thinking they hadn't had a clean in months and they had just had an agency in the previous week. They don't do the basics - no door fronts, no limescale removal, no tile scrubbing, no tidying, no dusting of ornaments or books, no glass cleaning.....they are truly awful in my area (Warwick). I charged £22 an hour but made sure everything was done. Look for someone charging a little more as they usually work much harder than an agency cleaner working for £13 an hour (no matter what the agency charge you that's what they get). If they didn't do the finer detailing on the first job they probably won't do it at all. If some areas are spotless but not all areas then they most likely ran out of time and you should give them the opportunity to finish the job before you judge - or offer an extra hour. However, in 7 hours most private cleaners could get a property absolutely gleaming, solo.

Will she be using the same staff if not go with her but if she is then I wouldn’t waste my time. It’s good how she responded and hopefully she will get a better job done but some cleaners are bloody lazy and think house owners are stupid to not notice the difference. It insults your intelligence.

You’ve no guarantee that any other company will be better. But you have guarantees from her that the job will be good and no payment till you’re happy.

So I’d go with that option.