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End of lease cleaning - Not good and service is terrible
I booked for end of lease cleaning with fantastic services. I have also taken membership from them for an Year. During the day I received a call from the worker saying more cleaning has to be done from the property. After a day I could see they deducted $100 more from my credit card for the additional cleaning.When I visited the property I could see dirt and mould in my bathroom. Such an irresponsible
and unprofessional service. Please don't call these guys.
- VIC, Melbourne - Cleaning
Oven was cleaned well, much was missed despite it being highlighted before cleaners left
End of lease cleaning
Some things were cleaned extremely well, especially the oven which now looks perfect and was in a terrible state beforehand.
Other things were missed and attention to detail was bad. A draw was left full of crumbs, many surfaces didn't feel like they'd been wiped down, cupboard doors had oily marks left on them. Toilets were left with specks of dirt.
Before leaving the cleaners require you to say you're satisfied. Instead of doing a good job this resulted in the cleaners pressuring us to say we were satisfied. I pointe...d out multiple things that were done insufficiently and I was told they would get cleaned or that it was impossible. Cleaning grease of a cupboard is not impossible. Some of what they said they'd clean they did not. After the 5th repetition of "are you satisfied now?" I got tired of asking them to do a better job and gave in. I felt very pressured and it seemed like they wanted to leave far more than doing a good job. I don't believe they are paid enough to care and thus I believe this is more of a problem with fantastic aervives than the cleaners themselves. Please choose a company that pays its employees better and maybe you'll get a better cleaning job done.
First time used, unprofessional and unfriendly. We had two rugs with minor dirt, and chair seats to be cleaned. The cleaner only cleaned one of the rugs while I was in another room, and just wanted to get out when I tried to approach the situation . He left dragging his hose leaking water over our wooden floors. We tried letting the company know that we were not satisfied over calls and messages. There 100% guarantee means nothing! They took the payment out immediately and not after the job was done as promised. This speaks volumes! Not happy, not FANTASTIC at all!
Since the end of the lockdown we have received an email the day before the scheduled cleaning each week confirming the appointment for the next day. But our cleaners have not turned up more than half the time. The computer answering system Fantastic uses does not allow you to speak to anyone unless you want to buy a new service. Emails are answered, but the results are not good enough. This week we were told the day before scheduled cleaning that the crew would be at our house at 12:30 the scheduled day. Then - again - they didn't appear and we...got a call saying they were not coming. No alternative arrangements offered except to skip a week. No alternate crews or times. Then a message saying our cleaners would not be available again until after their Christmas holidays. That was the last straw.
Booking to replace garage side door
I already had reservations about this job when, after confirming my booking, I realised that the website/service I originally placed a quote request (Paul’s Handyman Melbourne) was just a front for Fantastic Services. But my payment had gone through and I just needed to wait and see what service I would get (or else be stung with a cancellation fee).
The service was booked for 1 handyman & 1 assistant but on the day only one person came to do the job.
My confidence in the job was further reduced when I spent a good 15-20 minutes having a he...ated discussion with the handyman – I tried explaining that I needed an external door for the garage side entrance as it will be exposed to the elements but he could not tell me what door he was intending to get or where he was going to get it from to give me reassurance. All he said was my current door was very bad (the point of the booking was to get it replaced), that I should trust him that the new door would be a ‘good door’ but wasn’t even able to clarify if this was an internal or external door when I asked multiple times. He also suggested I get a roof cover/something to overhang the door to give it protection, which also didn’t help ease my concerns that he would get a suitable replacement door. The booking included $60 to cover the cost of the door, and it seemed that he wasn’t willing to go over this limit even though I said I had the option of paying extra if needed (outlined to me when I booked the service) and I would be happy to find some options for an external door and pay the difference. In the end he got his manager on the phone and we were able to sort this out. I found some external door options online and sent through the images and prices to the handyman. I said I would be happy with the more expensive one if the quality was good, but he brought back the cheapest of the 4 options (fine…) and another door which he claimed was better, cost about $30 more than what was covered in the quote but he was unable to tell me what material it was made of (just that it was better in his opinion) or produce the invoice. It also didn’t make any sense why he would have a second door when I was only going to pay for and install one. My trust in this job was already very low so I went with the option that had a verifiable invoice – at least I knew what I was getting. I acknowledge that the installation process ended up more difficult when he found the doorframe was narrower on one end and therefore needed to trim the new door (although I would have thought a handyman would have identified the problem when measuring for the door in the first place…?). Nevertheless, he reassured me it was fine to trim and he had all the necessary tools but later proceeded to tell me that this job was very bad, very long and two other jobs had been cancelled because of this one (I found this to be a highly inappropriate thing to say). The workmanship was okay - the shaved side was uneven and had gone through multiple attempts at being trimmed down to size, but he did a decent job with the painting and the door was hung well in the end. Even though the end result was ok, the whole experience left a sour taste for me and the handyman (I'm giving an overall job satisfaction rating of 2).
Quick to take you money but no follow through
On the first call service person would not remove the wooden panel, made for this exact purpose, to get access to the are below the house. Once we removed it, it was obvious he did not want to access the area. Quick to place a couple of baits, charge like a raging bull and promise to return a couple of weeks later. We still have the exact issue we paid to have resolved and cannot get the service person to return.
- VIC, Melbourne - Cleaning
I'm not able get through to them on the phone. The message says to use the app and then hangs up on me. Booking system is not great either. Changes don't get processed quickly and they often cancel on you at short notice.
Fantastic??? Not even mediocre
UPDATE: the company did get in touch with me and refunded me one hour but this should not have happened in the first place.
Had two cleaners for 1.5 hours, did bare minimum, did not clean bathtub, worked so slowly it was ridiculous, seriously 30 minutes to lazily/disinterestedly wipe a bench top and some taps (which had been cleaned by us the day before). Paid for spring clean got clean as little as possible. Wanted to ask them to leave after 30 minutes but still would have paid for it anyway so let them finish. Also they charged my card 5 days BEFORE the service. Paid extra for wall spot cleaning, not done. Did it myself this morning
Service was fine, but customer support is atrocious
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...
- NSW, Sydney - Cleaning
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...
***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 ...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.
- VIC, Melbourne - Cleaning
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)..., 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.
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.
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 ...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.
- VIC, Melbourne - Cleaning
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
Review collected in partnership with Fantastic Services
Questions & Answers
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
Hi how much you charge hourly? I have three toilets and kitchen cabinets to wipe down.
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 que...stions before being able to provide an accurate quote.
prices for cleaning ovens?
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
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