HELP! Cleaning Company Failed to Clean and have taken £230 from me!

mrshollysmith

I am 27 and suffer with mobility problems after having a bone tumour removed in 2009, I have two Children and sometimes find it hard to clean my house so I hired a cleaning company called 'Mary Moppins' in Lowestoft and paid them £230 to do a complete Spring Clean which included Oven Cleaning, Cleaning the cupboards inside and out, Carpets, Washing hard floors (basically everything)
I paid upfront as it states on there website that Spring Cleans have to be paid for upfront.
The Cleaners turned up yesterday at 9am (a hour late) and I went out for the day as I didn't want them to have to work around me, I got a phonecall a few hours later from my neighbour who told me she could see two ladies sitting and watching TV in my living room so I returned home, when I got home they had left and basically all they did was hoover the carpets! I phoned up the company who sent a manager out to view the house, she could see the house hadn't been cleaned but used the excuse the cleaners ran out of time (I paid for 10 hours work and have a small 2 bedroomed house!) after constant phonecalls they have offered me a refund of £39.95 and basically said 'Take it or leave it' I am so upset over this and need advice on what to do next.....

molerat

WRITE to them outlining your complaint. Tell them what you expect them to do, full refund, complete the work etc giving them 14 days to respond. If after that time they have not responded to your satisfaction send a letter before action and follow it through.

whitewing

I won a comp once to have my oven cleaned and the chap actually took the glass out of the door and cleaned it thoroughly and put it back.

That's terrible that they haven't worked properly - the house should have been shining.

vaio

molerat wrote: »

WRITE to them outlining your complaint. Tell them what you expect them to do, full refund, complete the work etc giving them 14 days to respond. If after that time they have not responded to your satisfaction send a letter before action and follow it through.

I'd skip the complaint and combine it with the letter before action. Forget getting them back, just go for a full refund, include £10 for electricity & wear & tear on your TV plus the costs of whatever you did on your day out as you'll have to pay for that again when you find some proper cleaners

piglet25

Thats a disgrace What time did you call the manager to alert them to the fact that the cleaners had left? Anytime before 7pm ( allowing for them being an hour late) and they would have known that the job hadn't been done properly. Agree with the above, send a letter before action and follow it through the small claims route - I'm shocked because when you have people in your home to provide a service theres an element of trust there and they have taken you for a fool

pleasedelete

They have a website with a complaints process (odd process as it doesn't really offer much) and a contact form to ask them questions. I may be tempted to ask a few.

Timay

piglet25 wrote: »

Thats a disgrace What time did you call the manager to alert them to the fact that the cleaners had left? Anytime before 7pm ( allowing for them being an hour late) and they would have known that the job hadn't been done properly. Agree with the above, send a letter before action and follow it through the small claims route - I'm shocked because when you have people in your home to provide a service theres an element of trust there and they have taken you for a fool

It would of been 10 man hours he would of payed for. So as two turned and bareing in mind they were an hour late they would have been finished by 2pm

It a weird one in what they have done in that they appear to have offered quite a few services and a set amount of time to get them done with out appearing to have seen the property in the first place to be able to give an accurate qoute!


In properties my business does we always try to get to see the properties first to give an accurate quote.

As for example two properties my business did today where identical 2 bedroom 1 bathroom appartments, one took 2.5 man hours to clean the other took 6 man hours. So you can't just say you will do this than and th other in a certain amount of time if you see what I mean!

Seems like a fairly inexperienced business to me. Unfortunately there are a lot of those around these days as a lot of people have been made redundant and see a cleaning business as a nice easy start up but don't actually have a clue what they are doing.

Fire_Fox

Letter before action, quote the Supply of Goods and Services Act.

cavework

What happens if im not happy with your standards?

Mary Moppins has a strict complaints procedure to ensure all clients are satisfied. If you are not happy with the service that has been provided by Mary Moppins staff, please notify us within 24 hours of the clean and we will send a senior member of the team to the property to make a full report an most importantly rectify the problem. You will be offered a complaints form that day to make the complaint official and more easily dealt with by Mary Moppins Management.


Contact the manager * . I am sure that she would hate a bad review on MSE ..
Now what was the name of the company again?
MARY MOPPINS ? Lowestoft
Could someone confirm this again for me ?
and again and again ...........................

shocky_2

How disappointing - I can't believe they just sat and watched TV, thats outrageous!

It might be worth talking to the manager once again. If that doesn't get anywhere then send a "letter before action" threatening small claims court if they don't refund.

keithdc

I have just emailed Mary Moppins asking for a job.

I'm not from Lowestoft, but I would happy to commute as I am very good at watching TV when I am meant to be cleaning.

I will let you if Mary Moppins of Lowestoft reply.