overcharge and underclean
i tried them and for $37 an hour was expecting the house to smell like it was clean. it wasnt and on further inspectio no trace of product could be found very poor work tbe response when i complained was terrible. i reviewed them with 1 star elsewhere a they went on the attack.i simply stated that they could come one more time and if it wasnt done properly i wouldnt pay. i also remarked that there are teachers and nurses that would love $37 an hour they twisted that in their response DO NOT USE
This is the third time I've rung Family Clean and given them a wide range of dates and times for a spring clean. For example, any day over the next couple of weeks. On ALL occasions they haven't accommodated me. As a busy professional, in the end I'm wasting time chasing them. They still haven't given me the courtesy of a call back. My advice - don't bother with Family Clean, look elsewhere.
I used these reviews to choose this company for a once off clean, so thought I should leave an honest review to help others. I selected a spring clean, with the outlook towards a fortnightly clean, but I would rather try out another company. Their website is very professional, but the actual service doesn't live up to the claims. To be honest, my house looks much cleaner when I do the job - there were chalky-looking water marks all over the floor, the shower looked dirty, there was dust on the walls and benches etc. Some areas were cleaned well..., but after a professional clean, I feel that it's a fair expectation to walk in and have the immediate impression that the house LOOKS clean. I'm glad I wasn't having visitors immediately afterwards! The cost seemed a bit higher than competitors, but apparently this doesn't equate to quality. The cleaners seemed pleasant and diligent, but they didn't really speak to me or discuss what they would do or what my expectations were.
Cancelled on me after being booked in for 7 weeks
Unfortunately, after having a post renovation clean booked in for 7 weeks, this company cancelled on us. They gave us 3 days notice, and did provide us with an alternative date (which did not suit us), but I am really disappointed it took them this long to cancel. We are about to have a baby and had a very short time frame within which to have the clean done. Pretty poor customer service in my opinion.
Waited 3 weeks for a booking confirmation which got cancelled too
I contacted Family clean based on some positive reviews and waited for few weeks to get a confirmation on booking for a weekend based on my request. I made plans to ensure I allow time for this booking on weekend and get a phone call that this booking has been cancelled. I wish I could also join people who wrote some good reviews about their cleaners and services. However, considering the way they have handled my interest in their services, I am highly disappointed.
I was so looking forward to coming home to a clean home based on the reviews that others have left. Unfortunately this was far from what happened. I had to re-mop the floors. Sinks were left dirty. I paid for an hour of ironing and I'll need to re-iron half of the clothes that the cleaners said had been ironed. The children's bathroom floor hadn't been mopped, nor had the shower been properly cleaned. The kitchen cupboards had not been wiped down, nor had any of the surfaces in the house. This was after 6 hours of cleaning! I'm sure the...two cleaners are lovely people, but I couldn't even tell that they had been, apart from the fact that they left my mop and vacuum in the middle of the room without the chords even tidied away. And for this, they want me to pay $198! I won't be using or recommending Family Clean again.
Not great at all. 4 bedroom home. Choose Brisbane family clean because of good reviews. We did not have the time to clean ourselves, that's why we hire them for one off cleaning.
At one glance, everything looks clean. However, they did not bother to mop underneath the sofa (our kid's toys still untouched underneath the sofa scattered around)
Bathroom: only toilet bowl looks clean. They did not clean the top of toilet bowl or windows next to it. They only clean the glass in the bathroom and sink, the floor itself still kinda dirty.
Took my money and run!!!
Had my 3rd today and unfortunately I've returned home to step in a still sticky patch of vomit from my one-year-old which happened as we were walking out the door and I only quickly wiped it up with a baby wipe knowing the cleaners were coming, this has led to me mopping my entire apartment and finding that the vacuuming was also substandard. These cleaners have been given a basic household cleaning check list which they have NEVER completed!!! They only stay a maximum of the equivalent of 2 hours when I requested a 3 hour time frame and have n...ever dusted the skirtings or door runners. They have never spot cleaned my walls, I complete all this myself almost ruling out the need for a cleaner. I cannot describe to you my horror at also noticing the main bathroom toilet has not been cleaned. I don't actually know what they have done and to be honest if it wasn't for already having left them cash I would not have paid. Absolutely gutted that this service has been so so underwhelming!! Have just received a follow up call and can say that [name removed] was lovely, amazingly professional and apologetic, unfortunately this doesn't clean my house but is very much appreciated.
My worst nightmare
The cleaner they sent couldn't even use a vacuum cleaner, she clearly had no experience, she told me to pay more if I want more done, she was painfully slow.
Cleaner broke curtains off the wall!
I had such a bad experience with getting a bond clean through Family Clean. After receiving multiple brochures in my mail box, I thought I would give them a try even though my mail box has a sign – ‘No Junk Mail’.
The cleaner broke the hooks that the 2 curtain rods were hanging on, and did not leave the hooks there so that they could be glued back on. We did not receive notification of this from the cleaner or an apology from him. I had to find out for myself that they were broken when I turned up to check the cleaning job. Obviously anythi...ng that needs repairing comes out of our bond money in order for it to be fixed. We also specifically asked for the laundry tub to be scrubbed clean and it was not touched by the cleaner at all. I had to clean it myself. We also asked for a receipt and have not received one as yet. I spoke to 3 different ladies when I called the main phone number. They all said they would rectify the situation, and said to send through the real estate details via text so the cleaner could get the keys to go in and fix the curtain rods. After sending the text message through 3 times, and calling to confirm if they had received it, and leaving 3 voice mails with the details also, they contacted me to say we still haven’t received the real estate details from you. Every time I would call, they would not answer the phone. I then asked for the curtain rod hooks and receipt to be left in the mail box, and told them I would glue them back on myself. I am still waiting to find out if this will actually happen before the real estate checks the house in order to get my bond back.
Cost way more than the quote
I used these guys for a final bond clean. Good customer service & cleaners did a good job but the price I was charged on the day was a severe increase to what I was quoted both over the phone and via email. There was no explanation given for this and the (very small) apartment was already pretty clean. I paid what they asked to avoid conflict but I feel annoyed & ripped off since the original quote was already over my budget. I wouldn't use this company again based on this experience.
Good customer service, final presentation was good. Got all my bond back.
Jacked up price on day of cleaning with no explanation.
Late and Lazy
This job was tiny, and the place was already clean, 'professional' clean necessary upon vacating for real estate only.
Got a phone call 10 minutes after the set time, they turn up 20 minutes late, enter the premises without my presence - I was next door awaiting the "we finally arrived" phone call.
They did the job whilst I was elsewhere and phoned to notify they nearly were finished.
Return to find they could not supply basic change for the money due, and provided only a basic cash receipt.
Was assured I would receive a letter-headed d...
A horrible experience
I had a horrid experience with this organisation - in my opinion there is no value using them versus booking a cleaner directly yourself as they outsourced my booking then refused to take any responsibility for the cleaning that was done.
I provided them with feedback on the extremely poor clean that was done - we paid for a detailed clean (8 hours) with the aim of doing this then having regular cleans. The clean was so bad so much was missed and what was cleaned was just lightly wiped and not properly cleaned.
Trying to rectify this was ...a nightmare and family clean would not take any responsibility. What was meant to save me time turned into a drama and a stressful encounter - if you are wanting a cleaner I think you are better off organising one directly yourself. Very poor quality clean
In mid Dec 13 I arranged for a Gardner to come and do 2 hours work at my home on Wed 22/1/2014 at 0800 -with a view to having them come monthly if satisfied with their work. On Tues at 1700 I rang hoping to confirm the appt - and left a message - received no response that evening. By 0815 on 22/1 no one had arrived - I phoned and left a message and said I would wait a bit longer and was then going out. I left home at 0830. At 0950 came home - I had been at a neighbours and could see my home from there in case someone came. Checked and had...a message asking 'has xxxxx turned up yet". I rang back and once again got a recording - it is a mobile phone that is listed - where are the people - mobile phones are usually carried with a person - particularly a business one - I wanted to speak to someone. I had been so prepared - I had bought plants and soil - I had soaked the area to be dug to make it easier for the person - I had a list prepared of jobs to be done. I had told friends and family all about my plans - I was looking forward to someone doing the work for me as I have a bad back and usually just carry on myself. I was so disappointed which was not helped by never being able to speak to a real person. On that last message I left I said to give it a miss as I had lost faith with them. What a disappointing experience - I will be telling lots of people about my experience. Really let me down. No being able to speak to a person.
Awful service, don't use.
My experience with Family Clean has completely tainted my view on using any cleaners, ever again! We spent hundreds with this company to get our flat clean and our bond back.
The cleaners decided they would spend more time taking off and cleans screens (that didn't need doing) than actually doing the blinds which they said they didn't have time for. We are now having our bond return reduced because the blinds need cleaning! The walls also remained grubby when this should have been the first item. Frustrating.
When I took this matter up ...with the owner I got the complete run around and no service what-so-ever. She claimed they don't do blinds, when clearly we stated it in the first place with a full bond clean. DO NOT use these people, you will be sorely disappointed! Expensive for what was actually done.
Questions & Answers
I am at Cannon Hill and would like a quote on a 4 Bedroom house for wall cleaning and oven clean? We have high ceilings. Thank you
We hope you're doing well. Thank you for reaching out, we'd be certainly able to give you a bit of an estimate in relation to the tasks mentioned. Do you mind please giving us a call (07 3254 2400) or sending in an email to us (firstname.lastname@example.org) and we'd be happy to discuss costs. :) Look forward to speaking again soon. Have a wonderful weekend ahead!
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