City Cleaning Services

Very poor experience, and frustrating interaction with the company – This was some months ago, as I initially tried to resolve the issue with the company directly, but their response has unfortunately been very poor. We engaged with them for an end of lease clean. We emailed for a quote, and got a prompt response. We asked a few clarifying questions, that took more than one email to get clear answers on, but… Read more

everything seemed ok - they had a bond back guarantee, and could arrange a clean at short notice on a weekend that also included an oven clean and two balconies.

The day before, I got a message asking to change the time of the service, which I confirmed. We had moved earlier that week and were over an hour away, so I appreciated the notice. The day of the service, the cleaning team were late. When it was 20 minutes past the arranged time and I hadn't seen or heard from them, I called the main office. They didn't realise that the team weren't there, but said they would contact them and get back to me. When I hadn't heard back 30 minutes later, I called the main office again. They seemed surprised that I hadn't been contacted by the cleaning team, and said they were at another job but that the head office had told them to finish up and attend my service.

In the end, the cleaning team were several hours late. They were polite and had everything they needed. We discussed the service prior to them starting, and didn't seem to be aware of the inclusions, such as the oven and the balconies. They then quoted different prices for these additions than I had been originally sent, and it took a lot of discussion for them to agree to the original quote, even after I showed them the email with the quote explicitly stated. I was unimpressed with how long I had waited, with such poor communication, and asked for a discount on the services. Initially they weren't willing to provide one, but then agreed to a small amount.

I spoke to the main office again, explained what I had been charged with a small discount, and requested a further discount given the experience, but they seemed to think this was very unreasonable. I said I would like to speak about the experience further during the following week.

The clean itself was fine, and there were no issues getting our bond back.

In the weeks that followed this service I called the main office a number of times to speak to a manager or senior team member, with the intent to discuss the poor experience and hope that changes could be made to improve it in future. I was shocked with the response. Most often the call wasn't answered and would ring out; but when it was answered, the various people I spoke to were very rude and would refuse to put me through to someone senior, and on numerous occasions hung up on me. I've never dealt with such an unprofessional company.

I wanted to make a google review, but their company doesn't have a google listing. Their website doesn't have any testimonials or reviews either.