Reviewer Photos & Videos
Cleaner didn't turn up
I booked a weekly clean and the cleaner didn't turn up, despite payment being taken in advance. When I called up, I found out that Urbanyou hadn't found a cleaner for me and so no one was ever going to be coming. They told me that a text had been sent informing me of this, but I certainly didn't receive one. Now I have to keep my fingers crossed that I get my money back. I would strongly advise not to use this company. I have seen other very similar reviews.
Very happy with my experience
I requested the end of lease clean. Someone called me to confirm exactly what I needed and she booked it in and I paid over phone. They subcontracted another company. The cleaners were on time, I showed them exactly what I needed and they understood and did it perfectly, they also offered to clean web and insects from the ceiling at no extra charge, and I was told the job would take 5 hrs but they finished everything in 3.5 hrs. They also pointed out issues with the rangehood and mould growth and rot in certain areas of the house and advised how I can fix it. Would definitely use again.
Awful 'customer service'
I booked and paid in advance for a fairly expensive 'spring clean' and received a very professional looking email confirmation of the booking.
Based on the confirmation I made arrangements for my dogs (inside dogs) so that they would not get in the way of the cleaners BUT about 14 hours before the work was to start I receive a no explanation message telling me that the cleaning would happen a day later than originally booked and confirmed.
My reply to the message receive a quick and obviously automated response quoting a 'request number' te...lling me that my 'request' would be 'reviewed'. Many hours later there has been no other response. I have made an additional contact via email requesting cancellation and a refund - I have little doubt that the cancellation request will be honored I am less hopeful about the refund.
What customer service?
Have been using Urban You for cleaning my house the last five weeks. The cleaners themselves were lovely and did a good job. However, I changed the amount of cleaning I wanted after the first week but was still charged the same. Have since tried to contact a manager, been told to wait on hold and then after a 10 minutes or so been told I will be rung back. I haven't been rung back. Third time I rang I cancelled the service without receiving a refund. This is unacceptable.
What do these managers do exactly? Clearly it is not care for their customers!
Satisfaction guarantee is a process
Showed up late and did terrible job missed spots I'd specifically asked (paid extra) for.
Then took nearly a week to respond to my complaint so i had to do it all myself then offered a tiny portion of sum paid as refund. When i asked for additional refund at least to cover the time i spent cleaning they just came up with excuses, eventually after much back and forth adequate refund was made.
DO NOT USE
I tried them twice. The missed areas including obvious places. Two people worked together in the same room including a small bathroom so they could talk!! They even wanted to clean a Venetian blind together! One holding the spray bottle! Very unproductive.
They even broke part of the blind after I showed them how to hold it when cleaning.
The next person I had couldnt understand English at all. I pointed to 4 areas the previous people had missed and she only cleaned one! I asked her to fold the sheets and leave on the bed, instead she’s ...changed the sheets using queen sheets on a single bed. She didn’t know how to make beds properly nor fold sheets. She folded tops inside out! No common sense. To top it off she held the phone in her hand for half an hour and tried cleaning one handed! I told her to stop using the phone. She wouldn’t. So I told her to go. I was still charged for the full time. The company doesn’t care about your complaints. I have since found out they subcontract.
Didn’t turn up two bookings in a row.
Booking was for 8-9am and they rang at 1130 to say they had gone to the wrong address. Second time they didn’t show up at all. Unreliable, terrible customer service. Won’t use again.
worst experience ever
Items broken, time changed constantly. Assembly not finished. A hole was put in my wall.
Would never use this service again. The communication was horrific and the issue was never resolved.
Absolute Headache. Would not recommend.
Requested a quote for a clean 2 days out from the day suitable, they confirmed and I paid. Customer service could not find a cleaner and subsequently I had to cancel the clean, refund was granted. 2 weeks later, I receive a text saying that they were still having trouble finding a cleaner for the "subscribed fortnightly clean". I check my bank account, funds have been processed. Unable to log into my online account nor able to connect with anyone over the phone, Communication was through text. It is evident Urban You is just a disorganised basic booking agent for cleaners and subsequently have cancelled my fortnightly cleans. Customer service was courteous, however it caused more headaches than it was worth. Would not recommend.
Don’t ever. Chooose this cleaning service
Service manager not even picking up phone . They blocked our number . They asked us to pay $ 320 In advance and cash .
We specifically requested them to clean door handles and kitchen appliances. Result is in these pictures.
When we enter the house found same as we inspected .
Never book this fraud cleaning service .
Don’t give any one cash as you have no proof left that you pay them .
They not gona reply you .
Cheated us . Thanks fraud cleaning service
Not even deserve half star don’t have that option to reward with no star. Not recommend.
Never go with this service they are fraud
My husband was getting quotes from websites n left his details and this company contacted.
We requested the cleaner company to clean specifically kitchen appliances and clean windows door rails. Not even dusted . We came next day found the property same way as it was . Manager of urban you said they belongs Jim group .
They ask us pay $ 320 In advance and cash in hand. My husband given and result is disappointed and stressing. They not even picking up phone . Cleaner who did cleaning they don’t want to commit they was rude when they finally picked phone when we said that we gona report . Soo don’t go wid this cleaning service and don’t pay in advance or cash . As you left with no proof in ur hand .
Above & Beyond - Perfect Clean
The clean was immaculate - never seen an end of lease done so well.
They did my windows & a bunch of other things not even on my list of requests - superb initiative
Would not recommended for NDIS clean! Do not use if on NDIS!
I booked UrbanYou for an NDIS clean and unfortunately they just took advantage of the situation! Initially they turned up an hour early and proceed to till me they work off NSW time when we are not even close to the boarder.... The clean was suppose to last for 2.5h however they finished within 1h10 max.
Unfortunately this is an issue that happens a lot with people taking advantage of this disadvantage as it is often the case they will not speak up! It is extremely poor effort and I could not recommend these guys to anyone!
Above and beyond the call of duty
I had a whole bunch of dishes in the sink that I've been too busy to address it was a terrible mess and I asked the two girls that were cleaning to leave it for me to do since I was told over the phone that dishes aren't included. When I came home I was so surprised to find the sink empty and everything put away I dropped to the floor in joy since I've been so busy with work. Thanks girls hopefully you enjoyed the candy I left out! ☺️
Cleaning was Exceptional
Had a wonderful cleaning team come out to my property. Cleaning done was spot on and the cleaners finished early but asked what other tasks I could give them to do to ensure I received my full service. The house was left spotless and was exceptionally well done. Will definitely hire again!
Hi I have booked the cleaning appt for friday and noone came i send an email then after 2hrs someone called me and told that cleaner is went to hospital on emergency and told that they are rescheduling for saturday , same issue repeated and they want to reschedule for sunday i told them to cancel and lost all the trust on the company. There is no honesty in their words and in work
Do not use this service
Horrible experience two out of three times we used them. They arrived late, let themselves in without knocking. Didn’t bring their own cleaning items as we requested. One cleaner left a dirtY chux cloth in my grandsons snack bag. Emptied the household rubbish into a bin full of water and didn’t bother to tie the bag so rubbish went everywhere. Missed rooms, missed floors. Cleaner outright lied about the areas that weren’t done!! Do not use this service!
Not what they advertise
I almost never write a review so it has to be pretty bad. We booked through the online site. The portal doesn't allow you to share that you have dogs. So I emailed email@example.com that we have two small dogs (15kgs each) to make sure they knew. Their email back said their cleaner 'loves dogs' and it won't be problem. When the cleaner showed up he had no idea we had dogs and was terrified!! He wouldn't pet them or interact with them to make friends but said he was fine. Our female is very protective and if she doesn't trust someone s...he will nip at them. Which happened unfortunately. He made a good choice to go the doctors. What happened next was interesting. The company refused to acknowledge they sent someone who wasn't comfortable with dogs at all! They kept the cash from the cleaning saying they were going to pay the cleaner, which we agree with, but now the cleaner is texting us asking for money! This place is not honest.
Poor service unfortunately
I would not recommend this service. I recently had to cancel with short notice due to unforeseen circumstances. I was charged the full fee even when no one attended my house. I find this is incredibly bad customer service and I won’t be using this service again
very bad in both custmer and cleaning service, i got charged $105 even after cancelling booking before the booking date by 4 days. the only answer i got is that "we sent a text that all booking are cancelled after the next scheduled booking" . i asked to cancel all booking 5 days a head, full stop. why would you cancel it after the next one which is 5 days ahead and i did not ask for.
Questions & Answers
Sorry, there are no questions yet.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.