Sam

Reply from Sam

In response to our 1/5 star review, we will, of course, refund the client 100% due to his unhappiness with our service. However, as far as this job was concerned, the client was expecting a steam clean/industrial type service. We have NEVER held ourselves to be that type of oven cleaning service. Nor did anyone have a conversation with the client about that. We are fully transparent in our services. We go into each and every job respectful of our clients' homes. We ask, as a courtesy, if a client would like us to remove our shoes before entering their homes. On this job, the exact same thing was done. The client said yes and our worker complied with the request and removed his work boots at the front door. Once in the kitchen, our colleague went straight to work. Even though the client was not happy, he admitted, himself, the worker scrubbed and scrubbed for 4 hours. We use ordinary household cleaning products. If this customer felt the worker left the worksite unclean, all he, or any customer has to do is mention it and the worker would have gladly mopped the floor. On this particular job, the worker used a dust pan and brush to sweep up the floor. We called the client immediately after completion and discussed the job. We aim to provide satisfaction to all our clients and strive to do the best we can. If those efforts do not align with customer expectations, then we do whatever is necessary to reconcile the situation. Whilst we originally quoted the job for £80, after speaking with the client and hearing his unhappiness, we jointly agreed to reducing our price to £40. In this case, as we first mentioned, we will absolutely refund the entire £40 back to the client. In the end, we learn from all of our jobs and look forward to continue working with all our clients.