Hi Ee,
Thank you for your review and apologies for your experience.
As per your quote request, we quoted you for basic end of lease cleaning and pest control services only which amounted to $420 plus GST. Quote for carpet steam cleaning was not requested.
On cleaning day, our team was on site, but you asked to reschedule for the next day. Even though our minimum callout charge is $120 plus GST, we charged you $50 plus GST only for the rescheduling fees.
While our team was on site, our team notified you of the additional charges for the extensive cleaning required(wall washing and pet hair removal) and was commenced after your approval.
We received an email from you 9 days after the cleaning was done, complaining about some missed cleaning and smell of pee This is past our warranty period of 72 hours, but we agreed to return to fix the missed cleaning issues. Also, we offered to steam clean the carpets and deodorize the rooms for an additional charges of $140 plus GST.
We did not hear back from you to discuss about the solutions we offered.
After another 4 days, we received an email from you implying a need to engage another company to deodorize and steam clean the carpet for $240.
The paid amount $682 was for End of lease cleaning of the property, pest control services and additional cleaning as mentioned above and excluded the carpet steam cleaning.
We did the best we could for everything else but as the carpet steam cleaning service was not included in our initial quote, we could not do much about it.
We offered a resolution and acted reasonably under the circumstance.
Should you have any further queries, or would like to discuss this, please do not hesitate to contact us.
