See below
First, the company omitted to include VAT in their quote.
Secondly, they wanted 100% payment up front which I've never experienced from any company or business before.
Third, I did not feel they were sufficiently transparent or up front regarding their terms and conditions, which they did not provide.
Reply from Grant A Smile Cleaning and Hoarding Services
Hi K.J.,
I understand that we responded to your enquiry the same day with the accurate cost for 2 staff members for one day, and confirmed this based on the photos you had provided on the 26th July.
This was confirmed on the 29th that it would be the day rate plus VAT. I also understand that we did not include the VAT on our first invoice provided, and so waived the VAT cost for you.
Just to explain our pricing, we are not a standard cleaning company. Our service is a specialist trauma-informed decluttering and deep cleaning service, designed for properties that require much more than a surface clean.
Our day rate covers:
A team of trained specialists rather than a single cleaner.
Up to 14 combined working hours per day.
Deep cleaning to professional standards, not just cosmetic cleaning.
Decluttering, organising and decision-making support where required.
Safe handling of biohazard risks where present.
Specialist equipment, commercial-grade products, insurance and waste management expertise.
Many standard cleaning companies charge less because they are providing routine domestic cleaning. We provide a completely different level of service, often working with clients affected by hoarding, poor mental health, disability, bereavement or severe neglect, where the work is significantly more complex and physically demanding.
Due to difficulties in the past, we require payment upfront to confirm bookings.
I understand that yesterday you were still looking to book in based on the waived VAT, flat day rate, and date you confirmed with us. If you still need tailored and compassionate support, please reach out, and we would be happy to help.