Terrible Experience and No Accountability

 

 

Dear Charmaine,


 We take all client feedback seriously and would like to address the concerns raised in your review, as we believe several key facts have been misrepresented.
 
The Franchise Owner attended your Clients’ premises and met with you (the Contractor) to perform an onsite inspection of the floors, to ascertain the scope of work for surface cleaning of the floors. 
The Franchise Owner also personally attended the site during the cleaning process to oversee the work.

Our team remained on site for nearly two full days. During this time, it was noted and communicated that other contractors were actively moving through the area, which impacted the cleanliness of the floors while work was in progress. Despite these challenges, every effort was made to deliver the best possible result within the agreed scope.

During the cleaning process you personally confirmed with the Franchise Owner that you were satisfied with the Cleaning work, while “after cleaning” photos were being taken.

On 4th December 2025,  via a whatsapp message, you asked that our team return in the New Year to complete the cleaning work, a tentative booking was made for 5th January 2026, then later moved to 26th January 2026.

On 21st January 2026, you called our offices requesting a full refund for the work completed. As clearly stated in our terms and conditions, available on our website, quotations, and invoices, we do not offer refunds once the team have completed cleaning work onsite, and that we guarantee all of our work, this is again present in our website, quotation and invoicing terms and conditions. 

We made multiple attempts to arrange to return to complete of the work, these offers were declined, and we were informed that an alternative service provider had already been appointed, with a continued insistence on a refund.

Additionally, it is important to note that requests made on the day of service extended beyond the original scope, including achieving a high polish finish. Despite this, our Franchise owner went to the extent of sourcing additional products at her own cost in an effort to meet expectations.

In respect of your allegations that we damaged your property, a glass from a photo frame was cracked while the team moved the items, this was immediately reported to you on WhatsApp by our Admin Staff (4th December 2025) where you replied that you would send an invoice for replacement. 

Both our Head Office and the Franchise Owner have, on multiple occasions, requested that you provide a repair or replacement quotation for the glass panel, so that we may resolve this promptly. We have confirmed our willingness to cover the reasonable cost of repair or replacement. To date, no quotation/invoice have been provided to us, which has prevented us from finalising this aspect of the matter.

 We have also made several attempts from Head Office to engage constructively and resolve the matter. Unfortunately, these efforts were met with no resolve but demands that fall outside of our agreed terms. We remain open to engagement through appropriate and professional channels, including legal representation.
 We stand by the quality of our work delivered within the agreed scope and by the conduct of our team on site. While we regret that you are dissatisfied, we reject the assertion that no accountability was taken.