Thank you for your feedback. We’re sorry to hear that you feel we cancelled your appointment without providing a reason. When we cancelled the booking through Calendly, we did enter a reason for the cancellation. However, it appears that Calendly does not automatically send this information to the customer, which was not something we were previously aware of.
We completely understand how this may have caused confusion, even though we gave a number of days notification and we sincerely apologise for any inconvenience. We always aim to provide clear communication, and we will be reviewing our processes to ensure that any necessary explanations are provided more directly in the future.
Thanks
Paul
“Poor, lazy service and poor customer experience, all for a ridiculously high price per clean. Lots of misleading issues with their website. They ignore any complaints until you cancel, at which point they insist you pay for a minimum of 6 cleans. Paul is rude and unpleasant to deal with, and threatens legal action at every opportunity. Complete waste of time, much better off seeking a recommendation from someone local who won’t mess you around like this. Awful experience.”
Dear Anonymous,
Thank you for taking the time to leave your feedback. While we are sorry to hear that you were dissatisfied, we’d like to clarify some points to provide a better understanding of our policies and practices.
Our six-clean minimum policy is designed to ensure fairness and transparency. Unfortunately, we have encountered situations where some customers sign up for regular cleaning (the most cost-effective option) but only intend to use our service once or twice. This undermines the commitment we make to schedule regular customers and maintain efficiency. To address this, the six-clean minimum ensures fairness for both our customers and our business.
The price for our services is agreed upon upfront, and we strive to communicate this clearly during sign-up.
Regarding the claim of rudeness, I always aim to conduct all interactions with professionalism and respect. As this review is anonymous, it is challenging to address specific instances, but I assure you that no intentional rudeness occurred. If something I said or did was misunderstood, I sincerely apologise and would welcome further clarification.
As for legal action, this was mentioned only due to a breach of the agreed terms of service. We take such steps reluctantly and only as a last resort to protect the integrity of our agreements and ensure fairness.
We value feedback as an opportunity to improve and would welcome a chance to address your concerns directly. If you would like to discuss this further, please feel free to contact us.
Best regards,
Paul
Director, PK Cleaning Limited
“If i could give 0 star i would . DONT use this company . I was told the first clean is double the price because they have to do it twice ( garbage ) it wasnt even clean after 2 washes . I gave them another chance but still not happy with the result . So i cancelled , then i was told it was a 6 clean contract so i paid the outstanding balance (£75) for the remaining cleans . They havnt returned to do any of the remaining cleans ive paid for and have not replied to my emails . Con Man . DO NOT USE THIS COMPANY .”
“Horrible customer service, windows was cleaned whilst I was away on return just over 24 hours of getting back they was a mess but out of the 24 hour window.
Also be mindful of the terms and conditions (that you accept when setting up a direct debit) you have to have a minimum 6 cleans and any problems with your direct debit and you will be invoiced for the remainder with no more cleans done.
Also be mindful Paul must love his lawyer as he mentions them in every other conversation (that he’s had with me) also in the terms and condition be mindful that 4 weekly doesn’t actually mean 4 weekly and can be as long as they want in between (due to staff shortages) Nothing reasonable about the bloke & completely unreasonable.”
“Time wasters with customer service skills like a camel. Called before booking to discuss the size of the property. Pre paid and booked in after confirming all was fine. Meant to show up on 6th June didn’t bother turning up. Called on the 7th arrogant bloke said we text you yesterday to say we’d be there today (they didn’t message) turned up at the property only know this as I saw them walking round my back garden didn’t even knock to introduce themselves. After looking round then decided to knock on and say the original price quoted wasn’t enough as it’s a big house. I said I called and explained the house before booking arrogant Paul said some windows we can’t do but we can do the ones we can for £30 instead of £25. Said ok to which arrogant Paul said no the jobs too big for us: Time waster and arrogant. Poor service from the moment I first contacted them. Would 100% not recommend stay way clear”
We don’t take prepayments for regular window cleaning we have a direct debit system. You haven’t paid us a penny.
We came to the property. We explained that the automatic pricing doesn’t work very well for big houses. We also told you the windows that we couldn’t clean because they are in accessible. Not sure what you mean by discuss the size of the property?? Once we were there we could see that it was incorrectly priced.
Just like most window cleaners when we do window cleaning we don't knock on to introduce ourselves, very often customers are not even home. We text to let you know we were coming on the 7th.
Basically, you would need scaffolding to clean some of those windows. When I explained this you started telling me that you had been quoted for all windows as if we had guaranteed to clean all windows.
Your Manor was dismissive and quite aggressive. We decided you are not a customer for us which is our right.
“Was more then happy to book me into a round contacted me the last night to tell me about my clean today direct debit was set up etc all ready for it to go ahead and then he decides to message stating Hi,yeah sorry it wouldn't be a job for us, my apologies, hope you mange to get them sorted, sorry for any inconvenience, thanks
This was Stuart”
“For the third time in a row, one side of my house has not had the windows cleaned. There is no facility to complain, or make a simple request that this is done., either through the webform or via text message
I don’t even know how to terminate the contract”
Shaun did not realise you had a window round the other side of your block. It is a little confusing. I sent him back so it should be clean now.
I have tried to ring you a few times but no one is picking up.
You can always look us up on the internet to get in touch.
“Had text message on Sunday to say coming Monday make sure gates unlocked etc, didn't turn up probably due to the weather, text message Monday night coming on Tuesday
Turned up at 4pm - noticed on our cameras front gate wide open even though we have sign saying to close it due to having a dog
I go to shut the gate and see 'some guy' in my garden doing the front windows
After asking him to close the gate as the dog might get out, after some conflict of him saying did I put it on the sheet when I took the contract out that I had a dog ???
Told him I can't remember so long ago - but then I didn't expect someone to be in my garden without common courtesy of knocking on the door first
Then to knock on my door and tell me your taking me off the rounds, and swearing at me saying I'm rude and aggressive - What the heck is that about it's not big and it's not clever to converse with someone & resorting to swearing which is what this window cleaner was doing, swearing at me in the street! Such disgraceful behaviour
My dog could of run out of the gate and got killed or he could of gone for the window cleaner - what would it of taken to knock on and let us know you were there!
I complained via your facebook page but it's just sitting there - well since my windows wern't done I cancelled the payment”
"What would it take of taken to knock on and let us know you were there" I would have had to be a mind reader as I wouldn't have known you were in!!! I didn't need to know you were in, didn't know you had a dog, if your dog is that vicious and such a liability I would have expected you to have mentioned it to me because I take the welfare of staff and myself seriously. I cancelled you because we do not have to put up with the disgraceful manner that you displayed. Coming out and pointing at the gate saying "gate!".
We always shut gates when we leave because of children and dogs but unless we are told we would not know to shut front gates whilst cleaning.
You got a free window clean I ve not charged you.
As for knocking on to let you know we were there??, we wouldn't do that unless we specifically asked to. Imagine us waking someone up who works nights just to tell them we are here to clean your windows, or getting someone out of the bath for the same. We do text the night before to let you know we are due.
“I booked a one off window clean as I was selling my property and wanted the windows freshly cleaned for my buyer. I booked PK cleaning for the day of completion. I was in contact with Paul the day before and confirmed the price (£70- expensive but the only quote I could find at short notice).
I explained I would be in and out of the house but my friend would be there doing the cleaning should I not be in when he arrived. I asked if he would like me to bank transfer or leave my card or cash with my friend. Paul took issue with me potentially not being there so I offered to change my plans to be there. He said it was 'too uncertain' and asked for payment to be made in advance. I honestly was so confused at what about this was uncertain but explained I would not be willing to pay before in case he didn't show. I then emailed & sent a message on WhatsApp asking if he was coming or not and got ignored. I therefore did not have time to find someone else.
I was really disappointed and have never encountered anything so bizarre from a tradesperson. I wish I'd never asked him how he wanted paying as then he would have shown up. It actually turned out that I was in when he was due to arrive but as anyone should be able to understand, moving is highly stressful and I was back and forth to storage so thought leaving payment at the house would ensure everything went smoothly.”
We sent you an automated push notification asking you to confirm the appointment. As you say you scheduled it weeks ago, problem is some people change their plans, hence the confirmation request. The message was sent at 3pm you confirmed at 11:55 pm I was in bed.
We do have other work to do but this must be scheduled before 7 pm and messages sent to customers.. Sorry that some of your time was wasted.
Posted 1 year ago
We sent you an automated push notification asking you to confirm the appointment. As you say you scheduled it weeks ago, the problem is some people change their plans, hence the confirmation request. The message was sent at 3 pm you confirmed after 11:55 pm I was in bed.
We do have other work to do but this must be scheduled before 7 pm and messages sent to customers, hope you can see that the problem was caused by the very late confirmation. Sorry that some of your time was wasted.
