This and some of the other 1 star reviews are the only fake ones. Who even are you?

Hi Alison,

I am very sorry that your service did not go as planned.

I'd like to take this opportunity to outline the scenario in full, so that we can all see this from a different perspective.

The cleaner who conducted your service was involved in a car crash just over a week before the day of your service. In this car crash, he sustained an injury to his elbow.

He's worked almost everyday since then because (like most cleaners) he lives paycheque to paycheque.

He woke up on the day of your service and was completely unable to move his arm at the elbow joint where he had sustained the injury. So he went to the doctor that morning, who advised him to take the day off and have the arm checked out in detail.

He contacted you to see if was possible to change the date of your service to the next day so he could allow his elbow to rest and arrange for a colleague to help him with your service. You said it was not possible because you had to hand the keys back in the next day.

In response to this, he went off and organised for a colleague to come and help him that evening. You told them you would leave a key for them in the mailbox and they said they would come at about 5pm.

At this point you left us a negative review on Facebook (before the cleaners had even conducted the service)

The cleaner's colleague worked a full day on a job that ran overtime and then needed to eat dinner before they came to your property and cleaned from around 8pm till midnight.

When they showed up, they could not enter the property because the mailbox (where you left the keys) was locked.

Despite all of these setbacks, they completed the clean flawlessly in time for your inspection. One cleaner having worked all day and then again all night to help out, and another cleaner who could only use one arm because of a car crash he was recently involved in.

I understand that things did not go as planned and I've apologised profusely on multiple occasions. I've also offered you a refund, which you refused because you would rather post a (second) negative review online.

I was not attempting to pay you to remove a review, I was trying to get you to understand that this was freak occurrence that was completely out of our control. I was hoping that you would see this from our perspective and understand how damaging your negative reviews could be for a small business like ours, and the cleaners who work incredibly hard and rely on us to help them put food on the table.

Unfortunately, there are sometimes circumstances which are out of our control. We do our best to play the cards that life deals us and fix problems as they arise but no solution offered to you seemed to suffice.

I am terribly sorry for the inconvenience caused by the circumstances and I wish I could have done more to prevent this.