We were moving into a new property in Solihull and booked Cleaning Whizz to do a deep clean of the house before we were due to move in. After calling around for a few quotes, we chose Cleaning Whizz as it had a slight advantage in price. I was very clear that we needed a deep clean including carpets, as the house was already in great condition but we just wanted a clean to reset/refresh areas not normally cleaned by the average person. We were promised a 'top-to-bottom, inside-and-out clean'. However, the reality of what we received was certainly not that.

After the cleaners had left, we noticed a mess of liquid left on the hard flooring. Keep in mind, the property was 2 hours away from where we were living in London, so we had arranged to be at the property specifically for the cleaning. I called them to report this issue - they were not able to address the same day, but offered to come on a different day for a re-clean. We had not moved in yet, so didn't have proper materials to address the mess ourselves - we had to mop up the mess they left using whatever we could find.

A couple of days later we finally moved into the property, and at that point in time I noticed all the elements that they had failed to clean during their booking - areas either poorly done, or areas completely overlooked such that dust and debris were in plain sight! I took pictures of everything I saw immediately and reported it to their manager Areal, whom I had been in contact with via WhatsApp.

Issues included:
1) Countertops and glass windows with visible smudges as if an unsuitable cleaning solution was used to wipe them down,
2) Tabletops not cleaned and therefore had dust and debris,
3) Inside of kitchen cupboards not cleaned, grease on the underside of the cupboard which was not cleaned,
4) Tops of cupboards in the kitchen and utility room not cleaned,
5) Countertop and window in the utility room had dust and debris, indicating they were not cleaned (important to note, we had to pay an additional cost for the utility room to be cleaned, but they failed to do these basic things)
6) Mirrors and windows with smudges in the bedrooms, indicating they were wiped down either with incorrect cleaning solution or unsuitable type of cloth,
7) Skirting and tops of doorways dusty and not cleaned,
8) Dishwasher not cleaned - note that each appliance needing cleaning was costed up in the quote,
9) Carpet flooring not deep cleaned, even though I specifically asked about this when inquiring for a quote.

How does that constitute the 'top-to-bottom, inside-and-out clean' that we were sold in? These cleaners were not attentive to detail at all and missed elements that we were charged for.

As we had to move ahead with unpacking into the house, we had to take to cleaning most of the issues ourselves before they could confirm a time for a re-clean, and I let the manager know this.

Yesterday, 11 days after the initial clean, they sent a cleaner for a re-clean, but the person arrived ill-equipped and was not aware of what areas needed fixing, as if there was no communication internally. He did fix the windows and tops of cupboards, but there was no acknowledgement of the other areas I had reported as being overlooked during the first clean. Then he simply hoovered and left. To be frank, I would've expected them to do a re-mopping the floor after that mess of chemicals was left behind the first time!

I feel scammed by the fact that they they took payment by bank transfer, charged us more on the day than the initial quote while outright neglecting to clean areas that were priced within our quote - and they did not provide an invoice. The lack of invoice is dodgy to me, especially as the service we hired to clean the flat we were leaving in London provided one. With the cash tip we gave the person who came for the re-clean, this service ended up costing over £300, thereby making it more expensive than the other services we had contacted for quotes. We received an unsatisfactory clean for what we paid, which left us frustrated and still pursuing a more professional company to do a proper deep clean.

I am incredibly dissatisfied about the price we paid versus the clean we received - we were charged for elements that were outright neglected. I asked for a partial refund in my WhatsApp exchange with their manager, but it was not acknowledged. We are due a partial refund for the poor quality of service we received, as we were not provided the comprehensive deep clean that we were promised. I am willing to amend this review to give credit if Cleaning Whizz provides us the partial refund that we are owed for this botched cleaning experience.