Bad Attitude and Treatment of Customers
I originally emailed about an end of tenancy clean. They responded, answered my questions & gave me a quote. I was happy so far.
I then asked them via email about a static caravan clean, as at the time I was potentially going to move into one. Utter silence.
I followed up. Twice. No response.
I then made a formal complaint. They then responded and said they must have "some how missed" my caravan emails. I re-sent them. No response. I followed up. Still no response.
If they didn't want to do a caravan clean, they just had to say, it wouldn't have affected the other job I wanted them to do. But for some unfathomable reason they just outright refused to engage with me about it, just completely ignoring my emails and pretending they'd never received them. Yet they were still responding to my enquiries about the end of tenancy clean. And it was always the same person responding. Ghosting customers and behaving so badly towards them is just totally unacceptable. They also wasted weeks of my time. Totally unprofessional.
They've now lost two jobs, future business, & gained a bad review instead. Disgraceful behaviour from a company, they have no clue about basic communication or basic customer service, and they have NO excuse. I'm glad I didn't use them. Steer clear and find a better company, I have.
Reply from Surreycleanteam
Thank you for another negative review. Apologies for the late reply, I was unaware I was on Trustpilot until now.
As previously explained on other platforms I had a serious family emergency that took my time away from work (this is not something I wish to display to the world, or feel the need to explain to a customer)
I have personally apologised directly to you, which was ignored.
I did not waste your time, I simply gave you a price over email, you where not given a date for the work to be completed, nor where you in a contract, so were free to go with another company if you weren't happy with the lack of replying.
I can only apologise that something much more important came up and took me away from work, As mentioned before we are a very small family run business and regrettably at times unexpected issues arise, which are out of control.
I can assure you this is not normal procedure for us, and once again regret standards have not been met on this occasion.