Had this company yesterday to clean my…
Had this company yesterday to clean my carpets, first red flag was even though I had a emailed quote the man said it would be a extra £50. This made me feel very awkward and when I said no just leave he then said no i will do it. This made me feel very uncomfortable. He then cleaned the carpets which I have no complaints til he left and I noticed there was a corner of my lounge not cleaned as there was a chair there but it was on legs so his machine could of easily went under it or he could of asked me to move it as now I have one huge part of my lounge that’s dirty whilst the rest is clean. I felt he did a half hearted job as I refused to pay the extra. I tried to ring company but they got back to me on WhatsApp and offered me £20 back. They said there staff can’t move the chair which I understand but like I said it was on legs and easily his machine would go under it or I would of happily move it. I now have to hire another carpet cleaner to re do my lounge. Would like to say I paid this man in to his private account so am worried he might be doing this with other people, my husband wasn’t home and luckily I refused to pay it but was then left embarrassed in my own home.
Reply from ProTouchs Services
Dear Amanda,
Thank you for your feedback. We’re sorry for your experience and appreciate the chance to clarify a few points.
To prevent property damage, our individual technicians cannot move heavy furniture, so we ask customers at booking to clear areas beforehand if they want underneath cleaned. Beyond the covered chair area, we’re glad you were satisfied with the carpet quality itself. To help resolve this, our team promptly issued a £20 goodwill refund the same evening to compensate for the missed spot.
Regarding pricing, quoted rates are strictly fixed and no technician is authorized to request extra payment on-site. We are taking your report very seriously and investigating this internally. For reassurance, all official payments must go directly to ProTouchs Services Ltd.
We appreciate your review as we work to improve, and we wish you the best.
Best regards,
The ProTouchs Team