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Poor Customer Service
We engaged Fantastic cleaners to do our end of lease cleaning. We had to get them to reattend because the bathroom was not cleaned properly. There was still mould and soap scum left in the shower. We arranged for them to do a reattendance, which seemed all fine however; the cleaner that returned had picked up the keys from my real estate agent and dropped them off within an hour and a half. Our place is about 20 mins from the real estate agent. I got feedback from my property manager that there had been no change.
When I contacted Fantastic Cle...Read more
1 comment
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Sharita D.Sydney, NSW
- NSW, Sydney - Cleaning
- Verified customer
I had a terrible experience
I opted for the end of lease cleaning. There were 2 guys who came on time, and assured me that they would clean everything. They were there for almost 3 to 4 hours. I did not check the house post cleaning and gave the keys directly to the Agent. To my embarrassment the agent was surprised that the cleaning was of a very poor quality. The examples of this poor quality are as follows:
- Greece was left as is on the stove (who has ever done that when you pay C.$400 for your cleaning)
- Water was splashed in the bathroom and was not dried. The agen...Read more
1 comment
Aiden M.Fantastic Services
Dear Sharita D.,
Thank you for sharing your feedback with us. We would like to apologize if our service was not up to the proper standard and would like to discuss it with you if convenient.... Read more
Our customer care team will be more than happy to assist if you contact us at any time convenient for you. Kind Regards, Fantastic ServicesSimilar opinion? Write a review on ProductReview.com.au!
Delayed refund
***After I made the below post, I was contacted immediately by Fantastic Services apologising for the delay and informing me my refund had been processed and it was in my account within 3 business days. They also gave me a $20 credit if I choose to use their service again***
- They took my credit card details to "secure the booking" for my carpet clean. It was an urgent clean needed prior to new tenants moving into property. 20 mins before appointment time I received a text message saying the technician was unavailable. I had to call them to ...Read more
ask for an alternative appointment. None available that day. Due to urgency, I requested to cancel and found another provider to clean carpets. It has now been 3 weeks and they have still not refunded me my $143 for the clean. They told me it is "still active with accounts". I was never informed that my money would be taken from my account the night prior to the service. Very unhappy and still trying to get my money back for a service never received.1 comment
Mike D.Fantastic Services
Dear Parke P.,
Thank you for taking the time to share your honest feedback with us. This is the most trustful means to improve our services daily. We are glad to know that you have already received y... Read more
our money back. We apologize once again for the delay. We truly hope that this hiccup does not prevent you from being a return customer of ours.Similar opinion? Write a review on ProductReview.com.au!
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David S
- 3 reviews
- 2 likes
- VIC, Melbourne - Cleaning
- Verified customer
This company is dishonest and unreliable. Don't use for rental cleans.
If this review was based on the quality of the job done by the cleaners then this would be a 5 star review with nothing but praise, they were not only on time but did an utterly fantastic job, to the point that both my landlord and the rental agency commented on how good the job was.
The reason why this review is so low however is based on the balance of my involvement with the company. Firstly they got the details wrong on what was required for the clean (though the cleaners did the additional work at no charge, which is a testament to them)...Read more
, the pest treatment provider was extremely late (1+ hours, exact time is unknown as I eventually had to return to work leaving the premises unlocked) and provided a different treatment to what I had ordered. Things got even worse however as, so as to hand back my property to the agent, I was required to provide the cleaning invoice and the pest treatment invoice, however I am still yet to receive the pest treatment invoice from the company - the service was provided over a month ago (even though the company knew that the hand over date was the day of the treatment and that I was required to provide both invoices). This is despite the company having received payment and despite me calling them to chase the invoice and letting them know that I required the invoice so as to be able to hand back my property. The telephone staff were rude, utterly disinterested in helping, and lied several times. As a result, but for my real estate agent cutting me some slack and letting me off the hook in relation to the pest treatment invoice, I would have been required to pay additional rent due to being unable to hand back the property. I would strongly recommend not using this company if you are a tenant and have to have your documentation in order to hand back your property. I am sorry for the cleaners who did the job as your exceptional work is being undermined by a company that doesn't care about its customers.2 comments
Mike D.Fantastic Services
Dear David S,
Thank you for providing your feedback. ... Read more
We appreciate your honesty, and as per our conversation, we can assure you that we are working on our internal procedures and customer service. Of course, we remain at your disposal for further discussion. Kind Regards, Fantastic ServicesFor people considering using your service , would you care to specifically outline what steps your company has taken in "working on" your internal procedures in the few hours that have passed since my... Read more
original comment? How can customers know that they can rely on your company and that your company will not be incompetent and dishonest in the future as it was in its dealings with me? This appears to be nothing more than an empty platitude.Similar opinion? Write a review on ProductReview.com.au!
Les HGreater Melbourne (Inner), VIC
- 3 reviews
Disappointing experience and quite stressful.
I've attempted to contact the company several times to discuss my concerns but have had no response. This has resulted in sharing my communication here.
Hi,
Today can only be described as extremely frustrating and well below what was expected.
First thing I'd like to raise is how does management not have access to working phones? I called this afternoon and I asked to speak with a supervisor/manager as I had several concerns with the clean and was informed that management does not have phones. How is this an acceptable response when wanting ...Read more
to have a discussion rather than needing to send yet another long winded email. Before I jump into my complaints, i'd like to recognise that the person completing the pest control was not only on time, but slightly early and was extremely efficient. I am waiting on the pest control certificate which I believe is being emailed to me? I need this as soon as possible to provide the real estate confirmation of the work being completed.1 comment
Mike D.Fantastic Services
Dear Les H,
Thank you for sharing your feedback. ... Read more
Please accept our apologies for the inconvenience caused. However, in the end we are happy that you were able to receive your bond back as promised. Please contact us, should you wish to discuss anything further! Kind Regards, Fantastic ServicesSimilar opinion? Write a review on ProductReview.com.au!
MarcinAU
- 2 reviews
- VIC, Melbourne - Cleaning
- Verified customer
Good enough, could be better
The cleaners were on time and very polite however left several obvious spots “wiped over” rather than “cleaned” and a few sports missed. Otherwise, the cleaner had leftsignificant BO - which for the first job of the day was an average experience
3 comments
Mike D.Fantastic Services
Dear Marcin Smoczynski,
Thank you for providing us with your feedback!... Read more
We apologise if the things that were left out unclean have caused you any sort of inconvenience! We will definitely have that in mind when we are organising the next appointment with you! Kind Regards, Fantastic ServicesWell, I have just had the next appointment with you and it was worse than the first one. The cleaners were 30 minutes late without notice, took 45 minutes rather than the 1h they should be there for a... Read more
nd did a less thorough job than the first service. You also charged me the wrong amount which although you rectified reflects poorly on the overall service I am receiving. The cleaners in particular didn't take the rubbish out to the bin room next door, left several surfaces not even wiped over and other than the bathroom, they seem to have "wiped things over" rather than clean them. Not good enough, please improve on my next, and last, appointment.The company made an effort to make up the experience by providing another cleaning team who did an excellent job, were timely, polite and thorough. Just booked again, looking forward to Fantastic Serv... Read more
ices keeping up that standard of service going forward.Similar opinion? Write a review on ProductReview.com.au!
Review collected in partnership with Fantastic Services
thewholetruthMelbourne
- 4 reviews
- 2 likes
- VIC, Melbourne - Cleaning
- Verified customer
I am an idiot for using them twice - heed this warning
I have used their service twice.
The first time was a few years ago for oven cleaning. The cleaner turned up about an hour late. His cleaning work was okay nowhere as good as other oven cleaning services we have used. His work on the rangehood was abysmal.
More recently, we had the misfortune of using their service again for an end of lease clean. We actually tried to use a different cleaner but he was fully booked. So we booked with Fantastic Cleaners.
There were three different problems with their service this time.
The first ...Read more
was when the cleaner turned up - they tried to slug us with an extra charge for being up three flights of stairs. The company tried to blame me for not telling them we were on the third floor. Actually, it was the company's fault for not asking me this in the first place. They did not ask when I booked 2 weeks in advance but they did ask via sms two days beforehand. I rejected the additional charge.1 comment
Mike D.Fantastic Services
Dear thewholetruth,
Thank you for providing us with your feedback!... Read more
It saddens us to understand that whatever we have caused has left you with such an impression of our services! Moreover - the fact that we won't be able to follow up and make it up to you leaves us with a lot more to be desired and a lot of things to be worked upon! We thank you again for the chances that you have given us and we hope that one day we can be able to redeem ourselves! We remain at your disposal should there be anything else that we can assist you with! Kind Regards, Fantastic CleanersSimilar opinion? Write a review on ProductReview.com.au!
HongRichmond
- Fantastic Services
- Verified customer
Extremely disappointing experience!
* Edit 27/12/2018:
After posting the review below, we were contacted by the Customer Service Manager of Fantastic Services, who apologised and offered us some compensations. We have come to an agreement and the matter now has been concluded. I appreciate the prompt dealing of the matter by the business - though I wish we didn't have to get to this point. The increase in rating is to reflect this development.
The facts remain that the service was terrible and we were harassed and intimidated. I'd think the business should better spend the...Read more
ir resources on improving the quality of their services, so that you don't have to spend so much time dealing with customers' complaints after the incidents already happened. _______________ If I can give them 0 star out of 5, I would! Never ever use their services!!!1 comment
Mike D.Fantastic Services
Dear Hong,
Thank you for providing us with your feedback and the opportunity to make a follow up on the situation caused on our end!
... Read more
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Hit and Miss
When my baby needed to be in hospital for 4 months a friend got us 2 x cleaning services to give us a break.
The first clean was awesome, I had to rush to the hospital that day but the cleaners were accommodating and locked the door behind them but when I returned the whole house was spotless. They even let me know 30mins before they finished by giving me a call.
Unfortunately the second time I used them it was the complete opposite. Our house was very neat and just needed a light dust, vacuum, shower screen wipe down and mop. Our kitchen wa...Read more
1 comment
Mike D.Fantastic Services
Dear Bop,
Thank you for providing us with your feedback and the opportunity to make a follow up on the inconveniences caused!... Read more
We apologise for the hassle created around the appointments and we hope that we can still get another chance to prove ourselves in the future! We remain at your disposal should there be anything else that we can assist you with! Kind Regards, Fantastic CleanersSimilar opinion? Write a review on ProductReview.com.au!
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Vi YSydney
- 2 reviews
- 1 like
- Fantastic Services
- Verified customer
End of lease cleaning - terrible! Will not use again!
It's rather a long review, so please be patient.
Booked end of lease cleaning for the rental property on 30/09, and It's been such a mess so far.
It started all OK - booking was smooth and the boys showed up quite on time though I was notified they'll be late. We have a few venetian blinds and the one in the kitchen is quite dirty (covered with heavy grease), so I paid extra to have the one in kitchen "deeply cleaned". And we also paid extra for the balcony to be cleaned. When the boys arrived I was told they can't clean it at all as along...Read more
1 comment
Mike D.Fantastic Services
Dear Vi Y,
Thank you for sharing your detailed feedback and for providing us with the opportunity to assist you!... Read more
We are happy to see that you have received your bond back and the matter has been resolved! Please do not hesitate to contact us, should the need arise. Kind Regards, Fantastic CleanersSimilar opinion? Write a review on ProductReview.com.au!
KariSydney, NSW
- 4 reviews
- 9 likes
- NSW, Sydney - Cleaning
- Verified customer
Really not very good
I booked an end of lease clean ($314) including carpet deep clean. The experience started with the cleaners being 45 minutes late - forgivable given Sydney traffic. They then proceeded to give me a flyer for their own personal cleaning business because 'they are cheaper' which I found rather unethical.
I explained what needed doing and said I would return the following day with the real estate agent for my final inspection. On arrival I could not believe what a shockingly bad job they'd done. There was still debris on the carpets. The window ...Read more
sills hadn't been wiped. The blinds hadn't been lowered let alone dusted. The lights still had dead bugs in them. The tiles hadn't been cleaned properly and no effort had been made to clean the minor scuffs on the walls. I called and they came back to re-do the clean but in reality I could've done a better job myself and got it right the first time.1 comment
Mike D.Fantastic Services
Dear Kari,
Thank you for sharing your feedback about the team and the service provided. We hope that the efforts done for sorting this matter and the final outcome has managed to change your mind, a... Read more
t least a little. We do appreciate the remarks from our customers because this is the only way to improve ourselves as a company and the products we offer. We remain at your disposal if further assistance is required.Similar opinion? Write a review on ProductReview.com.au!
AndySydney, NSW
- 3 reviews
- 4 likes
- NSW, Sydney - Cleaning
- Verified customer
Disappointing
I booked this service in the Sydney Northern Beaches area today. $82 for a tiny apartment. I have come home from a long and tiring day at work only to find that my apartment has not been cleaned.
I asked that they NOT clean the spare room as it is full of boxes from my recent move and that they only clean the Master Bedroom. The Master Bedroom was not cleaned, and the spare room was lightly vacuumed, but there was still dust all over the furniture - so even the room that they incorrectly cleaned was actually not cleaned.
The glass dining...Read more
table - I have no words to describe the state that I found it in. I have just spent the last 45 min trying to remove the streaks and finger prints off it! I can tell that they did not dust, because all of my frames etc are in the same position I left this morning. The rug was bunched up and not vacuumed. When I tried to call to complain, i found that be selecting the "existing jobs" line, I kept getting disconnected. If I selected the "new job" line, I got through straight away, only to be told that the correct staff were not available and would call me back - funny how all the "new job" staff were available though. Also, they charge you more if they use their own equipment etc. I selected this option - however I noticed that all my cloths are wet, the Jiff has been moved - so they basically they used my detergents etc - but proceeded to charge me for the more expensive service.1 comment
Mike D.Fantastic Services
Dear Andy,
Thank you for sharing your feedback with us and for giving us the opportunity to make amends for the situation that occurred.... Read more
Once again, please accept our apologies for the inconvenience caused! Should you require further assistance, please do not hesitate to contact us. Kind Regards, Fantastic CleanersSimilar opinion? Write a review on ProductReview.com.au!
NickMelbourne
- 2 reviews
End of lease clean - had to re-vacuum house
Guys turned up on time and were polite. Immediately told me the oven was filthy and would need an hour to clean it alone, and i would need to be charged an extra $40. Agreed, the oven glass was dirty but the rails and walls were in good nick.
When i returned after the guys finished, the hardwood floors were wet but hadn't been mopped- there were lots of marks on the floor that I removed by wiping with my toe.
The carpets were steam cleaned, but hadn't been vacuumed first. The whole house smells like wet dog and i picked up fistfuls of do...Read more
g hair from the bedroom alone . I now need to go back and vacuum all carpeted areas. Not good enough for a $240 service for a tiny 1br apartment. Avoid avoid avoid. EDIT: Fantastic were were proactive to rectify the situation. They offered a re-clean if the inspection was not passed, a partial reimbursement of the fee to recompense for my time spent cleaning, and a discount on future services. I was impressed by their commitment to making things right. Looks like I was unlucky to get a poor contractor, but can't fault Fantastic as a whole.1 comment
Mike D.Fantastic Services
Dear Nick,
Thank you for providing us with your feedback and with the opportunity to investigate the matter further and reach an outcome of the situation!... Read more
We would be happy to assist you with anything else should you be in need of further assistance! Kind Regards, Fantastic CleanersSimilar opinion? Write a review on ProductReview.com.au!
End of lease cleaning
Not up to the expectation, unprofessional team, wanted to sell extra from the beginning, it costed 1000$ to clean a 4 BHK house, was in a good condition, we only 3 people (2 adults and 1 child) lived there for 18 months. Won't recommend
1 comment
Mike D.Fantastic Services
Dear Ansar M K,
Thank you for providing us with your honest feedback!... Read more
We regret to hear that the situation which was caused by our cleaning team, later resolved by our Customer Service Department, has left you disappointed! We would be more than happy to have the chance to redeem ourselves in the future if you would like to give us the opportunity! Of course, we will have all that has happened before and make sure that everything is done up to the highest standard! Please do not hesitate to get in touch with us at any convenient for your moment! Kind Regards, Fantastic CleanersSimilar opinion? Write a review on ProductReview.com.au!
kitchenGreater Melbourne (Metropolitan), VIC
- 9 reviews
- 7 likes
Keep on Keep on ......... rippin' people off!!
Try to keep it brief. Cleaners came to do a 1 bedroom, 1 bathroom unit. 2 cleaners turned up at 9.30 am and were still there at 3.30 pm. What took them so long! I have cleaned the whole place myself including windows inside & out and swept the garage in 2 hours!! Cleaners did not clean any outside windows as per our quote and then told me that it would cost extra $40 a window if we wanted them cleaned!!!! and they did not sweep the 1 car garage. Have emailed twice. Haven't heard anything. Thank goodness we were only renting for a short period of time due to our house being renovated. From this experience don't bother hiring them. Whatever happened to honest days pay for honest days work??
1 comment
Mike D.Fantastic Services
Dear kitchen,
Thank you for sharing your honest feedback with us!... Read more
Seeing that you are not satisfied with our services leaves us regretful. Be sure all your comments have been taken under consideration and we work on the issues mentioned. Your time and patience, while dealing with the matter further, are highly appreciated as well as your assistance! We hope that after the arrangements made, we will be able to remedy ourselves and gain your trust back! Let us know if there is anything else that we can assist you with! Kind Regards, Fantastic CleanersSimilar opinion? Write a review on ProductReview.com.au!
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Ridgemelbourne
- 3 reviews
Residual smell
After a urine spill needed very quick cleaning, I was promised noon arrival, which stretched to about 2pm.
Very friendly cleaner cleaned spill, but residual smell has stayed in carpet.
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- VIC, Melbourne - Cleaning
- Verified customer
Fine if you're not trying to remove bad stains
On time and efficient, just couldn't remove real bad stains but they did everything in there power to do there best.
1 comment
Mike D.Fantastic Services
Dear Bernie Hogan,
Thank you for the honest feedback. ... Read more
We hope that we left you with a good impression overall, and you might consider using us in future. In regards of the stain removal, it strongly depends on the texture, origins, and when the stain was made, so we are putting effort to achieve the best results, without a risk of damaging the fabric. We would be happy if you contact us back to discuss the matter further. Thank you in advance, Kind Regards, Fantastic CleanersSimilar opinion? Write a review on ProductReview.com.au!
Review collected in partnership with Fantastic Services
Cost another $120 to clean up again
My apartment was not very dirty, the cleaners didn't clean carefully and left some dust. The agent also took $120 from the bond to get shower and blinds recleaned.
1 comment
Mike D.Fantastic Services
Dear Sharon,
Thank you for taking the time to review our services. We are sorry to hear about this feedback of yours and apologise for any inconvenience we could have caused.... Read more
Our Customer Service team tried to contact you to discuss the matter, but didn't manage to get in touch. Please contact us back so that we may clarify the situation. Thank you in advance, Fantastic CleanersSimilar opinion? Write a review on ProductReview.com.au!
- NSW, Sydney - Cleaning
- Verified customer
Clean was good but poor customer service
Cleaners did a good job. so many issues with the call centre/company, first they moved my appointment from an 8am to 1pm then to noon one day prior. On the day itself I called 20min to make sure they will be on time and they said yes, at noon they sent me a text saying it will be late (approximately 1 hour late) when I am standing at the doorway waiting for them. I asked the subcontractor/cleaner they told me that they have informed the company at 8am and it was not their fault that the company didn't call me. Was quoted only 1.5hours although ...Read more
i gave sqm and also number of rooms and toilets. On the day itself called and said that it will take roughly 2.5 hours-3 hours for the general clean and they cannot clean the windows cos that is additional charge and balcony is "too large". I chose this company because I thought it was a larger company that would be more reliable but I they are dishonest. I got a quote from another smaller/independent cleaner that was cheaper and when I told them the quote they slash their prices to match the independent cleaner; the final quote was nearly $100 more than the FIRST quote (without the price matching). I told them no just do your original quote and I will do the rest. So i still had to go back and clean the remaining rooms (balcony + laundry room not done). Imagine paying for a move out clean but ending up having to do your own clean as well. Horrible horrible customer support and will say anything to "get" your sales but changes their tune after... Will never go back to them no matter how well the subcontractors/cleaner did the job.1 comment
Mike D.Fantastic Services
Dear BGin,
Thank for your honest feedback and the time spent on the phone with one of our Customer Care Representatives! We would appreciate if you give us a chance to redeem ourselves in the future for the situation that has occurred!... Read more
Feel free to contact us if you need further assistance! Kind Regards, Fantastic CleanersSimilar opinion? Write a review on ProductReview.com.au!
Results too uncertain
Two visits for different jobs both good, the third catastrophically bad: indifferent cleaning, cleaner spat repeatedly when approaching the door:we had to hose it down,worse, the freezer connector was knocked out,the contents destroyed,no adequate recompense Jones.
1 comment
Mike D.Fantastic Services
Dear Jones,
Thank you for providing us with your feedback regarding our services.... Read more
We regret hearing that you experienced such inconveniences. We would like to look into the issue and assist you further with it. Could you, please, provide us with contact information so we can discuss the matter. If it's more convenient for you - office@fantasticcleanersmelbourne.com.au or 0399884141? Looking forward for your reply! Kind regards, Fantastic CleanersSimilar opinion? Write a review on ProductReview.com.au!
Questions & Answers
Lauraasked
I need to open small business cleaner I looking for agent cleaner commission to employees I want to be ownership how can you help regards Laura Thank you
Phone number is 0420897302
No answers
Littleflower A.asked
Hi how much you charge hourly? I have three toilets and kitchen cabinets to wipe down.
2 answers
Mike D.Fantastic Services
Dear Littleflower A.,
Thank you for inquiring about our cleaning services! Could you please provide us with your contact number or email so that we can get in touch with you? We need to ask a few questions before being able to provide an accurate quote.
You can check our website: https://fantasticservicesgroup.com.au/perth/ for more information about the prices for our services. If you have any additional questions, you can give us a call at: 08 6117 3480
Kind Regards,
Fantastic Services
Littlefangel@yahoo.com.au
Tizzyasked
prices for cleaning ovens?
1 answer
Aiden M.Fantastic Services
Dear Tizzy,
Thank you for inquiring about our services! Could you please provide us with your contact number/email so that we can get in touch with you? We need to ask a few questions before being able to provide an accurate quote.
Alternatively, you can go on our website (https://www.fantasticcleanersmelbourne.com.au/ for Melbourne and https://fantasticcleaners.com.au/sydney/ for Sydney) and obtain an online quote from us.
We're looking forward to hearing from you!
Kind regards,
Fantastic Cleaners
Details
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Mike D.Fantastic Services
Dear Sheryl,
Thank you for taking the time to share your honest feedback with us. It has been passed onto the relevant departments to be reviewed and actions to be taken. We would like to thank you a... Read more
s well for giving us the chance to try to rectify the situation with the initial End of Lease cleaning service you booked with us. We hope to have helped you with the cleaning of your new place as well. Do not hesitate to contact us for any further help or future cleaning services that you may need.