Cleaning kitchen sur...

  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.

During the onsite quote process you met with the Franchise Owner who personally attended your Clients premises (as you mentioned you are the Clients' Contractor) to perform a pre-inspection of the floors to provide a formal quotation for a surface clean.

The Franchise Owner was also present during the cleaning process to oversee the work while the team were onsite at your clients premises. 

 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.

While our team was working onsite, you  confirmed satisfaction with the work carried out with the Franchise Owner, whereby various "after cleaning" photos were taken of the cleaning work.

You asked the team to leave site as the contractors were still working and requested we returned to complete the work for your Client, which we agreed to. On 10th December 2025 on a whatsapp message you requested we return to your clients premises to resume the cleaning in the New Year. The Admin team responded with a tentative booking for 8h30 on Monday 5th January 2026, which did not suite so a tentative booking was made to return to complete the work on 26th January 2026, which again sent to you via WhatsApp.

On 21st January 2026 you called our offices requested a full refund as you had made arrangements with another Contractor and requested a full refund.  As clearly stated in our terms and conditions available on our website, quotations, and invoices, we do not offer refunds.

However, in line with our commitment to service quality, we made offered to redo any work to your clients full satisfaction. 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 polished 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 the allegation that we damaged your property, we acknowledge that a photo frame (glass pane) was damaged during the team moving the items, this was immediately reported to you on WhatsApp by the Office Admin Staff, whereby you responded "no worries, they told me, ill check and send the invoice" this was dated 4th December 2025. After several requests for the quotes from the admin staff, the Franchise Branch Owner and Head Office, you still have not sent any invoice for the replacement cost of the glass.

Both our Head Office and the Franchise owner have, on multiple occasions, requested that you provide a repair or replacement quotation so that we may resolve this promptly with no action from your side.

We have confirmed our willingness to cover the reasonable cost of repair or replacement. To date, no quotation or supporting documentation has been provided to us, which has prevented us from finalising this aspect of the matter.

The Franchise Owner again met you onsite on 26th January 2026 to try to remedy the situation with you.

 We have also made several attempts from Head Office to engage constructively and resolve the matter. Unfortunately, these efforts were met with threats toward our staff and 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 and confirm that we have made reasonable and repeated efforts to resolve all concerns raised.