* Edit 27/12/2018:
After posting the review below, we were contacted by the Customer Service Manager of Fantastic Services, who apologised and offered us some compensations. We have come to an agreement and the matter now has been concluded. I appreciate the prompt dealing of the matter by the business - though I wish we didn't have to get to this point. The increase in rating is to reflect this development.
The facts remain that the service was terrible and we were harassed and intimidated. I'd think the business should better spend their resources on improving the quality of their services, so that you don't have to spend so much time dealing with customers' complaints after the incidents already happened.
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Worst service ever!
If I can give them 0 star out of 5, I would! I would never ever recommend their services to anyone!
I booked an end of lease cleaning more than 2 weeks in advance. They know I am a person with disability and I trusted them to do the job as they claim to be a NDIS-registered organisation.
The appointment is at 2 PM on the day before I had to move out of the property. After waiting until 2.45 PM and no one showed up, I called and they said the cleaner was 20 minutes away. I waited until 3.15 PM and called again, this time they said the cleaner was caught up in another job and could only come at 5.15 PM (!). I was so worried and told them that I had to go to the airport in the early morning to catch an international flight. Then 5.15 PM came and went and no sight of the cleaner. After many many phone calls, still they couldn't give me the answer as to where was the cleaner and when they would come.
After hours of waiting, I had to leave to get myself to the airport. At 6.30 PM, I received a call from the cleaner saying he just arrived at the property. (4.5 hours late!!!). He claimed that the property was dirtier than expected and said he could do the cleaning but it would take 4 hours instead of 3 hours and that I had to pay an extra $100. I was basically pressured to agree to pay extra. I thought that was it and the property would be cleaned. And yet at about 7.30 PM they sent me an email, said that they cannot provide with the bond back guarantee for my property. Note that my booking was for unlimited time cleaning with a 72 hours bond back guarantee.
I was busy getting myself checked in on the flight and only read the email at 10 PM. So stressed and anxious, I sent them an email authorising my sister to correspond with them while I'm travelling overseas.
The next day, my sister came to my place only to see no cleaning had been done at all. She called the company. The person first answered the phone said that because I refused to pay the extra $100 (though I did agree; and even if I hadn't agreed, the cleaner said he would just do the 3 hours) and then that I didn't respond to the email (sent at 7.30 PM at night, unprompted, and didn't request me to write back?!). When my sister insisted that was not the truth, that person called the account manager - who offered a completely different reason for them not doing their job. He claimed that it was because my apartment required a make-over and not cleaning and the cleaner was right to not do the job????!!!!
This is just outrageously terrible customer service that I have no word to describe anymore. They couldn't even offer a consistent narrative - one person said one excuse, then another said another excuse, none of them is credible or even matched with each other. Nothing they said made any sense. We were extremely stressed and anxious and had to face the consequence of not being able to return the property to the landlord which means losing a great deal of money and credibility. At the end, it appears that they not only tried to cover their numerous mistakes, but also to intimidate us to silence. I can't help but wonder it is also because they think they can take advantage of my vulnerable position as a person with disability.
Do not ever use their services or else you risk being abandoned, incredibly stressed and intimidated. Worst customer service I have ever seen in my life. read more
