Norbury, Greater London
1 customer review
Olivia
Please be more careful than I was!
I booked Sophie's team for an end of tenancy clean and everything seemed great. They were responsive, on time and seemed to start well on cleaning the flat.
As they were going until very late I decided to trust them alone in the flat and come and inspect the work the next day. I really wish I hadn't.
The next morning I arrived to find the oven door came off in my hands. The landlord was obviously not happy and neither was I, and we were advised by a Bosch engineer to replace the oven. I'm a landlord myself and take the safety of my tenants seriously. If I'm advised to replace an oven I would too.
As the ones who broke the door, I asked Sophie for a gesture of compensation towards this cost. Never once did I ask for her to pay the full amount (almost £500) - in my mind that would be unreasonable. Instead, as the ones who damaged the door, I would have thought it would be a no brainer to offer even as little as £50 as a gesture of apology.
This did not happen.
Instead Sophie suggested firstly that it was "rust" on the oven that caused the damage (bearing in mind this oven was working fine up until the moment we left the flat). Next she offered to send an engineer to "glue" the oven back together. Both of which we declined.
She continually alluded to the fact that she didn't charge us enough for the job in the first place, and that she gave me a "20%" discount in the first place. What, I asked, does that have to do with the damage to our oven? This kind of communication felt very evasive. Rather than just accepting responsibility for her actions and offering to compensate us, she chose to focus on the fact she clearly hadn't charged enough for the job in the first place (which she could have done if she bothered to set up an in-person assesment???)
In the end she offered us just £26. Which has left us really disappointed. We were paying her company to help us. Instead they've left us with a huge bill.
Please be careful using this company and don't leave them unattended!
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