“The cleaners have damaged a solid wood worktop in the kitchen and recognised their responsibility but when their insurer refused to accept their claim they turned around and called me dishonest, they are saying, Furthermore, once the incident occurred Soraya admitted the similar issue happened to her in the past, one of the other panels got damaged by either her or her husband. Ideally, she should have made my team aware the wooden surface is question is so delicate that it needs nothing but water to clean it. Since she did not do it and a similar issue happened in the past, it has been classified as acting in bad faith. I find this beyond unacceptable. They are a professional cleaning company. They should know what to use to clean. This worktop is a standard oak worktop like you find them in many houses and not particularly fragile if you don’t put anything corrosive on it. I had put some Vanish Gold on it once by accident when I was trying to get a stain off a shirt and had to re-sand the worktop and re-oil it. They had no reason to use Vanish Gold as they weren’t doing any laundry at my house, so their excuse doesn’t hold. I would like you to make them aware that calling your clients dishonest is unacceptable.”
Verified by Staff
– Customer in Oxford ( 1 ) 27 September 2017
Response from We Move and Clean :
Thank you finding time to share your experience and at the same it is disappointing we have found ourselves in this situation.It is unfortunate that you misinterpreted one of my emails and took out of context what was said by the Insurers. Your claim for damage got rejected because the circumstances surrounding your case have been classified as high risk.Even though your claim got rejected by the Insurance company, I proposed to make the repairs at my own expense. For some unknown to me reasons you did not appreciate my willingness to resolve this matter. As a family run business, we respect our customers, take pride in what we do and our work is a source of personal satisfaction for us, hence we are sorry to see this situation resulted in a negative feedback.