Help with an invoice...

Terry2517

Hi all.
Hoping someone can help.

My mother in law recently had a cleaning company round to her house for a domestic clean with the idea of it becoming a monthly thing.

On their website they charge £15 per hour + a £12 petrol charge for clients living over a certain distance away.

The managing director came to the house and quoted £15 per hour + the petrol charge. She said there would be an initial deep clean that would take longer than usual as the oven would be cleaned e.c.t... and that there would possibly be 2 cleaners attending. This was all fine and she booked them (I was present for this so there is no confusion over terms)

The cleaners came. First was 2 cleaners, accompanied by the managing director (who we assumed was showing them to their new client) by the end of the clean there were 6 cleaners there and 3 cars. I feel it’s worth noting that she was not asked if she required extra staff.

They finished and said they would send an invoice later that night. She was expecting £15 x 7 hours and a £12 petrol charge.

They have invoiced her for £490! I asked for an itemised invoice and it came back at around £15 x 31 hours + 3 cars @£10 each.

I am querying this but wanted to see if anyone in this group knows how she stands legally as this is a blatant attempt to take advantage of somebody.

At no point has she signed any paperwork or verbally agreed to pay however many staff they decide to bring along.

Thanks in advance guys!

-taff

Did she sign anything?

Terry2517

No. Not even seen any paperwork let alone sign anything

[Deleted User]

Was the place in need of all these people? I think I'd be asking for justification of why so many people were required and why it was so much more than the initial quote of 2 people for x no of hours.

Point out that at no point were the extra expenses cleared with you or the client. If there was no agreement/meeting of minds, there was no contract. They will argue with this but it does seem like no contract was formed.

However, if (not saying it was) there is justification for this, even without a contract (like if it was a hoarding problem or the house hasn't been properly cleaned in years), you might have to say well, its a fair price morally if not legally and pay up.

Terry2517

Thanks.
I have raised that exact point and am waiting on a response.

Was just wondering where she would stand legally if she refused to pay more than the initial £15 x 7 hours e.c.t...

kazwookie

How ever she does pay, make sure it is by traceable means and not in cash, just in case they take her to court.

Jennasheena

Google the company to see if there’s been any other negative feedback. Keep any photos you may have of the property ‘before’ the clean.

Fire_Fox

Is your MIL classed as 'vulnerable'? Older, living alone, mental or physical health issues that they could reasonably be aware of ... If so you could point out how overwhelming, how distressing it was to have so many strangers in her home at once.

Even more distressing for your MIL to later learn that the company have been discussing her account/ disputed invoice/ 'debt' with an unauthorised person (you). Being present at the initial meeting is not enough, they should have your MILs clear verbal or written authorisation. Do they?

How your MIL stands legally may be affected by communication at this stage. Deal with them in writing ideally Signed For, pay what is reasonable promptly, clearly dispute the remaining charges, keep copies of letters and the Post Office receipt.

Wondering if the 'cooling off' period for contracts agreed at home is relevant here ....

Welcome to MSE by the way.

ceredigion

Playing devils advocate to a certain extent.
Any resonable person would know that £15 per hour, means, A man hour. In fact it is debatable whether £15 is even enough to cover the employment costs of a single employee.
Would the OP be happier if a single operative had completed the task in 31 hours resulting in the same invoice.
So in my mind the question is, was 31 hours justifiable . Did all the operatives work in a timely efficient manner?
No one on here knows how big the job was, in either size of dwelling or it cleanliness . I am not saying who is right or wrong but it does scream client trying it on, or at least living in dream would.

tonyh66

I also read £15 per person per hour, again would it have taken 6 times longer with just 1 cleaner? I take it took 7 hours if they expected the bill for £15x7.

2 cleaners for 3 hours = £90
+ 6 cleaners for 4 hours = 360
+ 3 cars = £30
total £480 (30 hours not sure where the other hour comes in)

If they were there for 7 hours and they all worked then its a fair and agreed price by your MIL

Terry2517

The main issue is that she was initially told there would be one or two cleaners, coming in one car, spending around 6 hours deep cleaning. (They deep clean for the first clean in any premises)

At no point did they mention the other cleaners all turning up at additional costs and MIL would not have felt comfortable challenging them once they had arrived in any case.

The fact that they quoted 2 cleaners for around 6 hours (they had already looked over the premises and what needed doing at the time of the quote) but then after initially arriving with the MD and 2 cleaners proceeded to call another 2 cars containing 3 cleaners without asking if MIL was happy to incur the extra cost. I feel obliged to mention at this point that the house is a 1 bedroom 1 bathroom bungalow with a lounge, dining room and kitchen that is well kept but is just a struggle for MIL to do the harder cleaning jobs (skirting boards, window frames e.c.t...) so was not in any sort of state or mess.

I just feel they have tried to take advantage of her by bringing in so many cleaners for what was essentially not a huge job. Had they invoiced for the 2 cleaners @ £15ph each that were agreed between them and MIL at the first meeting then there would have been no issue.