HKS  Reviews 2

Atrocious service from Surrey Clean Queens.

Hired them to do an end of tenancy clean. Naturally we tried to get all the belongings out before they arrived and we were about 5-10 minutes away from it being empty when they did so. One cleaner initially said that was fine, they could wait (like you would expect). Then the other cleaner back in and said that it wasn’t empty and therefore they wouldn’t be doing the clean today. End of. They drove away without having done any cleaning.

When I asked Chloe what was going on, she said that because it wasn’t empty, we would have to reschedule. It didn’t matter to her that it would only take another 5 or so minutes for it to be empty. The “agreement” (not a contract we as the customer sign or anything), is very vague and just says that if it isn’t completely empty of personal belongings, we may be liable for the full charge. Nothing about the job not being completed!

The tenancy checkout was the following day, and because they refused to do the work at the 11th hour, I now have to have the landlord bring in a cleaner (probably and expensive one) and that will come out of my deposit. Chloe is still trying to get me to pay the full price of this service for a clean that didn’t happen. They can keep the deposit, but I’ve never heard of a cleaner refusing to clean because they can’t wait five minutes (the amount of time at least it would take them to unload their equipment), and still expect to be paid full whack.

I was duped by fantastic reviews on Checkatrade, but when I looked on here I saw they tried to pull a similar move on another customer. Stay far away from these swindlers.

A bitter experience with Surrey Clean Queen discontinued service at the 9th hour and did not return my deposit, moreover cost me my time and money.
I booked the cleaning company for a 4 bedroom 3 bathroom end of tenancy a month prior to handover. They quoted me £450 which I was obviously pleased with and confirmed them after i checked reviews.

Firstly, the ladies arrived half hour late at 10am impacting my work plan blaming traffic.When Chloe walked in she looked around and said she quoted me too low a price for the job and kept using the phase ' this house needs deep cleaning'. She clearly indicated she was not interested in doing the job and instead of getting on with it, started pointing out that the place is not clean and should be empty of any belonging and began taking picture.

She created a very stressful situation first making me late to my meeting and then having a pointless discussion trying to get more money, so i got on a call with my partner to inform him about their lack of professionalism. When she heard me on the call she changed her tactic completely and said they would take care of the cleaning and to leave it to her and i should head to work.

As i was getting into work, Surrey Clean Queens messaged to say that they would not in fact be completing the job & were leaving. I got back to the house in 5 minutes only to witness her calling my agent which she had absolutely no right to do.

I was really agitated as not only did she refuse to do the job, she called my agent without my consent and took pictures and threatened to post these online (had i posted a bad review) to prove the place was not completely empty (she did not expect to have to throw away a paper bag and some empty shampoo and soap tubs in the bin).

There was a neatly pilled section of bags and some furniture (which she took multiple picture in various angles to show as though it was more than one pile), i clearly stated we did not expect her to remove the few remaining items – and also reminded her it did not saw anything about the property being completely empty.

I tried to talk to her to delete the pictures but she kept moving forward to leave and claims i was blocking her way.

Surrey Clean Queens and Chloe Curtis immediately blocked me from the messanger business chat so i could not msg them (which i have proof of). So i emailed them at 2.11pm that all items were removed to which i got an email that they discontinued the service claiming that my behaviour was outrageous with verbal abuse and foul language with me blocking her from leaving (I have a video that i can upload to show if it constitutes blocking)!

She also did not directly say if she will return my deposit.
This is what she said, "Regarding the deposit, we regret any inconvenience caused. However The property was expected to be vacated and ready for cleaning upon our arrival. The failure to meet this condition resulted in wasted time and resources."
Can i get my deposit back?

Lastly, my partner responded to them with a quote for my time, however they have not reverted on this or the action they would take with the staff member who called my agent and took pictures and refused to delete these when i asked her to.

Please be aware of the low prices some of these companies quote, they are a scam.