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The Ultimate Cleaners Omdömen 8

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TrustScore 3.5 av 5

3,5

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A superior cleaning service for both commercial and residential Here at The Cleaners Company, we are proud to offer high-quality professional residential and commercial cleaning services in London that are completely tailored to your individual requirements. Regardless of the type or size of your home or office, we will be able to provide thorough and reliable solutions, so that your family or office team can work in a clean and healthy environment at all times.

Kontaktuppgifter

3,5

Medel

TrustScore 3.5 av 5

8 omdömen

5 stjärnor
4 stjärnor
3 stjärnor
2 stjärnor
1 stjärna

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Betygsatt 2 av 5 stjärnor

Although the person was sweet

Although the person was sweet, she was an hour late, and not supported enough by her employers. it is not a professional organisation - I wouldn’t use again. Stressful.

3 juli 2025
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Svar från The Ultimate Cleaners

Hi Jenny. Thank you for your feedback, it's much appreciated. Our cleaner was 45 minutes which although isn't ideal, there were severe delays on the trains - we have video evidence to support this and there were crowds of people lined up on the train platform. You were also sent the invoice to pay and this was cleared in full so one can only assume the cleaning was carried out at the level expected. We understand the reason you may not believe we deserve 5 stars, however, it seems you have essentially given us a low rating of 2/5 for a TFL mishap/delay which is out of our control and no mention of the cleaning whatsoever. We would kindly like to request that you reconsider the rating left here as we have no control over the scheduling of London Underground Trains. Thank you.

Betygsatt 5 av 5 stjärnor

Highly recommend!

From the moment I booked the service, everything was handled with professionalism and care. The team arrived on time and fully equipped. They were friendly, respectful and very thorough in there cleaning.

I especially appreciated the clear communication, fair pricing, and the fact that they followed up afterwards to ensure I was satisfied.

Highly recommend to anyone and I will definitely be using them again.

24 maj 2025
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Betygsatt 5 av 5 stjärnor

Very professional

Very professional, friendly and helpful staff on the phone. They answered any queries I had about the cleaning and put my mind at ease. They sent two lovely ladies to clean my 4-bedroom property as I was about to move out and they did a fantastic job. They deep cleaned everything including the skirting boards, windowsills, the areas inside the window hinges - I’m very satisfied! I’ve already used this company twice for deep cleans and couldn’t be more happy.

10 januari 2025
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Betygsatt 2 av 5 stjärnor

A Flat Clean Mystery

A Flat Clean Mystery. The clean that occurred in a parallel dimension.

Pros
Arrived on time with plenty of products and friendly service as others have stated.

Cons
Disappointed with how much cleaning was done whilst I went to work. I asked for my small bathrooms to be cleaned. One was cleaned very well and the other was not even touched. I have video where smear marks over the chrome were left, so not even touched by a sponge. Yet the cleaner promised me he would 'clean it like it had never been cleaned before’.

I paid for 4 hours cleaning £120 inc VAT for 2 small bathrooms, floors vacuumed, mopped and some surface wiping. When I came back from work, it didn't look much different. It was a mystery imagining what they did. I had cleaned before they arrived (to make sure essential areas were cleaned). I felt cheated, let down and put my head down and spent 2 hours cleaning my flat afterwards. Oh well.

I am surprised by the positive reviews below, I can only presume that they had to ‘manage’ the cleaning the team so that they would get what they paid for.

8 augusti 2024
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Svar från The Ultimate Cleaners

Hello Coke,

Thank you for your review and for sharing your experience, even providing what could be considered a "story time" with the header of your book.
However, If you felt cheated, could you please explain why you chose not to contact us directly? We always strive to correct any mistakes, and as you are aware, our Terms & Conditions covers you for any issues that may have been overlooked, with the option for a free return as long as its reported within 48 Hours. As this is also mentioned in our confirmation email in case you prefer not to read through the full T&C.
Next time, we recommend using ChatGPT to help highlight any issues as it seems you did not have a problem writing this fake Review with ChatGPT.
I am surprised you didn't reach out to us if something was not done to a standard, especially if you paid for a service. We believe contacting us would have been quicker than spending two hours addressing the issue on your own.
If you did have a booking under this name please do explain why has it taken so long for you to report this?
A few helpful points:
1. Please contact us with any videos or evidence of the issue or booking. (info@ultimatecleaners.co.uk)
2. A full house or apartment cannot be deep cleaned within 4 hours.
3. Always read the emails we send so you are fully aware of your rights.
4. According to our booking system, we have no record of any jobs under the name associated with your Google review. This raises concerns that this may be a false review, which can be considered slander. All IP addresses are traceable by both Google and law enforcement, so we strongly recommend reconsidering your actions.
We kindly ask that you refrain from slandering our business. We also suggest working on your communication skills to help manage situations more effectively. Furthermore, if you did want to address this “issue” please do not hesitate to contact us on 0207 971 1056 or email us on info@ultimatecleaners.co.uk.

Betygsatt 5 av 5 stjärnor

very professional company

very professional company, called them twice, in both occasions. On both occasions they cleaned the house very well, good job, friendly and professional team. I certainly recommend.

22 mars 2024
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Betygsatt 1 av 5 stjärnor

Cleaner was 2.5h late, gaslit me about her arrival time, company could not reach her and refuses to provide any reimbursement

I scheduled an end of tenancy clean over a month in advance, to start at 11am. I travelled that morning from the coast of Kent to London to be there on time.

At 10:49, I received a message from the cleaner saying she would be late. When I asked what time she would arrive, she said 12:15. I was annoyed but it wasn’t the end of the world.

She then messaged to say she missed the train and the next one wouldn’t leave for 10 mins (so I assumed she’d arrive around 12:25). After checking again at 12:40, she told me she was “arriving.” Just before 1, I asked what her location is (because it is only a short walk from the tube/train to the flat). She sent me a photo of her inside the train.

During this time, I continually called Ultimate Cleaners who told me that they confirmed with her the night before and that they could not get in touch with her, that she was ignoring all their calls. I asked them to send another replacement cleaner and they said they were working on it but that she should be coming with a team. Later they told me that the procedure is she arrives and if she needs a second person, she calls and arranges for that person to join. I do not understand why they could not arrange for a second person. In a previous life, I worked as a cleaner and we always worked in pairs for this type of job.

She finally arrived at 1:30pm - 2.5 hours after scheduled. I had been sitting and waiting at the flat the entire time, missing my last goodbye brunch with friends to wait for her.

I ended up having to have my landlord do an end of tenancy walk through before the place was clean and arrange for neighbours to get the keys and give them to my landlord another day because I could not stay late as I had my dog (who was anxious from moving) with me and he has a heart condition and needed evening medication.

I emailed the company to ask for a refund or partial refund and they refused, saying the cleaner was late coming from another job (which contradicts what they’d said on the phone - that she went entirely MIA) and that she delivered the services in the end.

I would warn anyone from using this company - they have terrible customer service, cannot even guarantee their cleaners will show up (or that they can get a hold of them!) and do not reimburse this huge stress and inconvenience.

5 oktober 2023
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Svar från The Ultimate Cleaners

Hi there,
Hope you’re well.
Thank you for your review and bringing your concerns regarding the service to our attention. We genuinely apologise for any inconvenience caused by the delay and the associated challenges it posed on your schedule.
We sincerely regret the inconvenience caused by our cleaner as she was travelling from a previous job which took a little longer than anticipated. I also understand the frustration it must have caused, especially given the additional arrangements you had to make.
Although we empathise with your situation, we regret to inform you that we are unable to offer partial reimbursement for the cleaning fee. While we acknowledge the inconvenience caused, our Terms & Conditions outlines that reimbursements are typically granted in instances of service failure, and we believe the situation, in this case, falls within an unfortunate delay rather than a complete service failure. In addition to this, you had notified us of the situation and requested some form of reimbursement a whole 9 days after the cleaning was carried out. Our Terms & Conditions dictate that we need to be contacted within 48 hours of the cleaning being carried out - these Terms & Conditions were included in your first e-mail confirmation, to which you acknowledged and agreed.
Nonetheless, I want to assure you that we take your feedback seriously and will be addressing this matter with our cleaning team to ensure that such incidents are minimised in the future. Customer satisfaction is of utmost importance to us, and we appreciate your understanding as we work to improve our services.
If there is anything else we can do to address your concerns or if you have further questions, please do not hesitate to reach out. We value your business and hope to have the opportunity to provide you with a more seamless experience in the future.
We would also like to highlight that you have NOT mentioned any issues with the cleaning itself but the late arrival of the cleaner – although we understand your frustration, does it truly warrant a 1-star review?
Thank you for your understanding.
Kindest regards,
The Ultimate Cleaners Team.

Betygsatt 1 av 5 stjärnor

Warning to stay away from this company

They were horrible, rude and unprofessional. Please stay away from these people. They went in and did nothing. I was about to move into a new house and hired them to do a professional clean as I have a 16 month old and wanted the house to be clean. My builder was in the house at the time and he said “these people were not here to work.”
When I went in the next day there were black cobwebs and filth underneath the radiators, filth around the toilets, cobwebs on the lights and walls, dust in the cupboards, dirt in the corners, dirty and greasy oven extractors, it was horrible. They blames it on the fact that the builders were there. I told the builders the cleaners were coming and they said no problem we will work around them. The builders were there to do one or to odd jobs for me.
I sent Alex about thirty to forty photographs after and he kept replying saying “please send evidence, please send evidence” so I kept sending more and more photos. Eventually they sent me about twenty photos that the cleaners had taken to “prove themselves” they basically took photos of the things they had cleaned well and they refuse to give me my money back. I spent nearly £400 and I have to hire a new cleaning company. I was crying I was so upset. They are crooks. Please stay away!

30 maj 2023
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Svar från The Ultimate Cleaners

Hi Christie,
Although we welcome all feedback, positive or negative, it’s unfortunate that you have chosen to recount your experience with our company with the use of false information.
I’m going to explain and address all your points I can as they happened so the good people of Trustpilot know that we are not that type of company you have incorrectly portrayed.
We carried out your cleaning on Friday 30th May 2023. Approximately 30 minutes into beginning the cleaning, one of our representatives, Alex, contacted you to say that your builders/decorators had their stuff lying around the property and it was restricting our cleaners from doing some of the cleaning required. Alex contacted you in regards to this and the cleaners continued despite this.
The cleaning was completed with the exception of one room because the painters/decorators left a bunch of their stuff/equipment/belongings in there. You contacted our company via phone call on the following day at approximately 4:45pm, stating your dissatisfaction with the cleaning carried out and requesting a refund of some kind. Alex kindly requested photos of the areas missed so we could address this with the cleaners and get back to you but you were only able to send a few cobwebs and a little dirt which was most likely in the room which the cleaners could not access due to your painters/decorators.
Alex kindly requested photos of ALL the areas missed in order to come up with a reasonable solution and/or refund which would best resolve the matter. At this point, you told Alex that you ‘”couldn’t be bothered”, you began raising your voice, and this all ended with shouting, a few profanities, and the phone call was terminated.
Further messages were sent via Whatsapp with the aid of photos taken of your property AFTER the cleaning was carried out. Alex asked you to kindly compare the photos taken by our cleaners to what you saw in the property. At this point, you stated that this made no sense to you and you had no time to do this because you were in-between house moving and you have a 16-month-old baby.
Although your frustration is understandable, in order to calculate the refund amount, we would need photographic evidence of the cleaning which was missed. You declined this suggestion which would have moved the matter on. As mentioned before, we have photos of the completed cleaning of all the rooms in the property cleaned and it’s safe to say, if we compare the area near the toilet for example (which was cleaned properly), to the photos sent to us by you, it seems someone, perhaps the painters/decorators, have carried out some work at some point AFTER our cleaners finished up and left.
You sent approximately 15-20 photos of the same areas, most likely the room our cleaners could not access, and a few from the bathroom which when compared to some of the photos WE sent you, shares no resemblance to the photos you claim prove the cleaners “had done nothing”. We sent approximately 120-150 photos from around the property, showing all rooms, and at this point, you told our representative that they should stop harassing you despite merely showing you photographic evidence of the work which was carried out.
At no point did we either agree or disagree to offer you some form of refund, you simply did not let Alex speak on the phone, spoke over him, shouted at him, and used very vile language.
We advise you contact our company at your earliest convenience so we can discuss this in a civil manner.
Thank you.

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