Is it just tough luck on me or is there anything I can do?

johnsof75

I haven't been very well recently and allowed my balcony to get into a mess. As I am still exhausted I saved up and paid a company to clean it for me. They came today: complete disaster! I have paid by Visa debit so don't know if there's just nothing I can do now to at least get my money back? Is it just tough luck? I have complained to the company (Fantastic Services) but they are not bothered. 

What happened? I paid for one and a half hours of service - clean up and jet wash. They arrived 50 minutes late (which didn't really mater) . They took another 20 minutes to get the equipment from the van - again not a big  problem however after they had been cleaning the balcony for 5 minutes I went into the living room to get the hoover and there was  water everywhere. They had attached the hose from the jet wash to the tap under the sink and water was leaking from the attachment. It was also leaking from the machine itself which they had put in the middle of my living room. I asked them to stop. Dirty water everywhere (rather than sweeping up the leaves and soil first as advertised then had just started jet washing - and then walking into my flat so everything is filthy). I have wood flooring and one of the boards has now swollen (? ) a bit with the water - am hoping this will dry off and return to normal? They then proceeded to have a row with each other in a foreign language (very heated) - I went to my bed room as it was quite. intimidated. I phoned fantastic services but they were very. unhelpful.  Refused to pit me through to the complaints team, called the men , wouldn't speak in English so I could understand what was being said and then , after demanding to speak to me, said that it was 'just a few drops' - them men used my towels and bowl to clean some of it up. They began shouting in another language when I disputed what was being said. I went to my bed room and waited until they left.

I have emailed Fantastic Services but they are simply claiming that the job is done (I have sent them photos showing otherwise). Is there anything I can do. I feel so stupid  to have used them.   

Supersonos

If they did such an awful job... why did you pay?

McKneff

Sounds like a pay up front job. 
Go and see a solicitor, you can get half an hours free advice. 

You have damages, dont be fobbed off with just your money back. 

Contact them first, tell them you are taking legal advice and see what they say. 
Good luck 

johnsof75

Yes : stupidly I paid up front (they take your card details - it is the only way you can book with them). I did look up their reviews online and they are very good/lots of them. I assume they just subcontract out jobs so the service probably depends on who you get? 

So far they are not even mentioning  me getting my money back let alone damage. I stupidly paid for one hours gardening and half an hour jet wash - they are not even claiming to have done the gardening but won't refund. I have sent them photos. The balcony is in a worse state than before (they simply moved the leaves and mud around) and a section of the wood flooring has cracked/bent : am hoping when it dries it will go back to normal - or I will have to get a rug ...

Will do as you suggest but am not hopeful. So far they have denied everything. It was quite a scary/ upsetting experience - not sure whether to just leave it but they are not a small organisation (in the national press a lot) so you would think they could deal with issues like this without getting so aggressive . 

shaun_from_Africa

How much did they charge for the jetwashing? and was the payment on a credit card?

johnsof75

They quoted over £150 - I haven't been sent a final bill. The payment was made via visa debit - they took my card details when I booked  

hollydays

Please tell me the reviews werent on Facebook

sheramber

Seems it is a franchise operation.

johnsof75

The reviews were on Trustpilot. There are thousands of them - all very positive but now Im begining to wonder how reliable they are.. 

Does it being a franchise operation impact on my rights? I have written  a formal complaint to them about non delivery of service etc but despite them being in all the main stream press etc  they seem a bit fly by night and I am not sure they will do anything.

The two men were quite intimidating ( I suppose in part because I don't speak their language) and they were very angry /perhaps panicking about all the water? 

hollydays

Trustpilot reviews are notoriously fake

wesleyad

Get some quotes for repairing the damage. Send them a letter before action asking for the £150 back for not providing the service paid for and the money to repair damages caused by their employees/franchisees. That they are a franchise might complicate things, but only in that they might need to give you the details of the franchisee and the LBA served against them