Absolute Domestics Reviews 1.874

Antwoord van Absolute Domestics

18 sep 2024

Hi,

Thank you for your feedback regarding the recent cleaning service. We apologise for any inconvenience and frustration caused by this experience.

We understand your concern about the time taken for the clean. Our cleaner was informed that the job might take longer than 3 hours; however, it appears there was a miscommunication regarding the exact expected duration. The cleaner thoroughly vacuumed, dusted, and cleaned the staircase and bathrooms as requested.
Unfortunately, due to your need to leave and the delayed start, the cleaner was unable to complete one of the bathrooms and the downstairs area within the time you allowed.

Our Area Coordinator reached out to address your concerns and offered to have the cleaner return to complete the job or discuss a potential refund, both of which were declined. We understand your frustration with the timing and the cleaner's late arrival, and we sincerely apologise for not meeting your expectations in this regard.

We are consistently working to enhance our services, and your feedback plays a crucial role in this process. We would like to reiterate our offers for discussing reimbursement or having the assigned cleaner return to complete the job. If you have changed your mind and are interested in this resolution, let us know and we will address this issue for you.

Once again, we apologise for any inconvenience caused and appreciate your understanding.

Best Regards,
Absolute Domestics

Antwoord van Absolute Domestics

30 aug 2024

Hi Georgina,

Thank you for taking the time to share your experience with us. I want to sincerely apologise for the frustration and disappointment you’ve experienced with our service. We always aim to provide the highest standard of cleaning, and it’s clear that we fell short of that expectation during your recent cleaning service.

We've reviewed the details of your feedback and spoken with the cleaners involved to better understand what went wrong.

It’s disappointing to hear that areas like under the couch and the bathroom were not cleaned to your satisfaction, and that essential tasks like wiping down surfaces were missed. The cleaners did bring their own equipment and products, including vacuum, mop, and various cleaning chemicals, but it appears they did not use them effectively. This is not acceptable, and has been addressed directly with the cleaners to ensure this does not happen again.

You mentioned that the cleaners were working at a slower pace and did not fully utilise the time allocated for the job. They should have ensured that the full 2.5 hours were dedicated to making your home spotless, and we apologise for their lack of efficiency.

We understand there was an overcharge of $12.50 on your quote, and I can confirm this has been refunded along with an additional $30 for the unsatisfactory service you received. The total refund of $42.50 should now be reflected in your account.

We are also truly sorry for the damage caused to your floor during the cleaning. Our Damage Department has been notified and has been in touch with you to address this issue and discuss the next steps.

We've assigned a new cleaner to your booking who has an excellent track record, and we are confident that she will meet your expectations. We value your trust in us and will do everything we can to restore your confidence in our service.

If you have any further concerns or questions, please don’t hesitate to reach out to us directly.

Best Regards,
Absolute Domestics

Antwoord van Absolute Domestics

12 aug 2024

Hi Lisa,

Thank you for sharing your experience. We sincerely apologise that your service did not meet your expectations. We take all feedback seriously and would like to address the points you've raised.

Firstly, I want to clarify our pricing structure. When creating the online booking form, you would have cited the rates in your area, and agreed to these rates when confirming your booking request. The first 2 hours of service are charged at $103.00, with any additional hours at $40 per hour. This pricing, along with the information that the household provides the cleaning products and equipment, is clearly communicated during the booking process. We regret any confusion this may have caused.

We apologise for the confusion regarding the scheduling. Your booking was confirmed for Friday, which was one of the days you selected during the online booking process. The communication you received indicated that a cleaner had been assigned to your booking, but it did not specify that the cleaner was scheduled for Tuesday. We’re sorry for any misunderstanding this may have caused and appreciate your feedback and will use it to improve our processes.

As for the use of products and equipment, we understand that this was not your preference. While we do offer services where we provide all necessary supplies for an additional charge, it seems there was a miscommunication here, and for that, we are truly sorry.

Thank you again for bringing these issues to our attention. We sincerely apologise for the disruption and miscommunication when getting your cleaning service started, and we would love the opportunity to make things right if you would be willing to give us another go.

Regards,
Absolute Domestics

Antwoord van Absolute Domestics

15 jul 2024

Hi Reed,

Thank you for your feedback. We are sorry to hear about your recent experience with our service. We take all feedback seriously and strive to improve our services continuously.

We have received your comments regarding the efficiency and experience, and our Area Coordinator is looking into this as a matter of urgency. You will be contacted shortly to discuss this further and to find a resolution.

Thank you for your patience and understanding.

Regards,
Absolute Domestics

Antwoord van Absolute Domestics

5 jul 2024

Hi Jeremy,

Thank you for sharing your feedback. We are sorry to hear about your disappointment with our service. We value our clients' satisfaction and aim to provide the best possible experience.

Upon you notifying the Agency of your dissatisfaction, we started investigating the matter. We note your assigned cleaner arrived a few minutes late, and then had to wait outside for some time for you to respond to her message and let her in. We understand how important punctuality is and apologise for any inconvenience this cause, but also note that both these factors caused the service to start later than scheduled.

We acknowledge that a few cleaning tasks were missed, including wiping over bathroom taps and a few mirror smudges. While we agree that these tasks should have been completed, the cleaner was on-site for 1 hour and 50 minutes and completed the majority of the clean.

Initially, we offered a $15 refund to compensate for the time lost due to the cleaner's late arrival, which we believe could have been used to complete the minor missed tasks. When this was refused, we extended a further gesture of goodwill by offering a refund equivalent to one full hour of cleaning time. This refund was processed on July 3rd and should have been received in your bank account.

We believe that the refunds offered were fair and reasonable given the circumstances and the minor nature of the tasks missed.

We genuinely regret that our service did not meet your expectations and appreciate your patience while we attempted to resolve this matter. Should you have any further concerns or not have received the refund, please contact our customer service team directly, and we will be happy to assist you further.

Regards,
Absolute Domestics

Antwoord van Absolute Domestics

9 mei 2024

Hi Nanik,

We sincerely apologise for any inconvenience caused and understand your dissatisfaction with the situation.

Regarding the cleaning methods used in your bathroom, it is indeed standard practice in many households to wash tiled walls in bath or shower areas, which generally should not impact the ceiling below unless there are existing issues with the waterproofing. We believe this to be the case in this instance.

After receiving your notification of damage to the laundry ceiling at 8/24 Cleone Street, Guildford, we conducted an internal investigation. Based on the information provided and our review with the cleaner involved, we found no evidence of negligence while cleaning your bathroom. It is our stance that the damage occurred due to existing waterproofing issues rather than the cleaning process itself.

To accurately determine the cause of the damage, we recommended engaging an independent contractor to assess the damage and provide a detailed report, which you have declined to do. If you decide to go ahead with this recommendation, and the report substantiates your claim of negligence, we will review our position and work towards a resolution.

Lightly hosing well-maintained, waterproof bathroom tiles should not cause any damage, as bathrooms are designed to handle moisture and should be waterproofed as such.

We regret any dissatisfaction caused and want to resolve this matter amicably. As advised above, if you source assessment from an independent party that would indicate that the cleaner acted negligently, we would be more than happy to review the claim further.

Regards,
Absolute Domestics

Antwoord van Absolute Domestics

29 apr 2024

Hi Victoria,

As per the response to your previous review regarding this matter, to move forward with your claim regarding the damage to your laptop, we need specific documentation that substantiates the condition of the laptop prior to the cleaning service. While you've already submitted a proof of purchase, it does not confirm the laptop's state before the incident or prove that the damage was caused by the cleaner.

Here are some examples of documents you could provide:
-Photos or videos showing the laptop's condition just before the cleaning service.
-A recent appraisal or evaluation report from a computer technician that documents the laptop's condition.
-Statements from witnesses who can attest to the laptop's condition before the service, or who witnessed the damage occur.

These pieces of evidence will help demonstrate that the damage occurred during the cleaning service. Once you provide this documentation, we can reassess your claim and the decision to deny liability. Please let us know if you have any questions or need further assistance in gathering these documents.

Regards,
Absolute Domestics

Antwoord van Absolute Domestics

16 apr 2024

Hi Rosalind,

Thank you for sharing your feedback with us. We sincerely apologise for any part of the service that did not meet your expectations.

From your review, we understand that while the cleaning tasks Nikita completed were done to a high standard, the family bathroom was unfortunately not addressed as expected. We appreciate the effort and quality Nikita brings to her work, and we're glad to hear that her performance on assigned tasks was satisfactory.

We would like to clarify that in some cases, the time allocated may not be sufficient to cover all the requested tasks. It appears there was a misunderstanding regarding the scope of work that could be completed within the timeframe you had permitted.

Please rest assured that it is always our intention to deliver complete transparency and honesty in our services. We regret if the omission of the family bathroom felt otherwise. Our goal is to ensure you are informed and in control of prioritising tasks as needed, and that enough time is allowed for the full scope of work to be completed - this is reiterated in the booking confirmation email received once a cleaner is assigned to your booking.

We value your feedback. Unfortunately, given the circumstances, we cannot offer a return cleaning for the areas not covered due to the initial time constraints. Once again, we apologise for any inconvenience this has caused.

Regards,
Absolute Domestics

Antwoord van Absolute Domestics

Geüpdatet op 9 apr 2024

Hi Sarah,

We're truly sorry to hear about the incident with your fridge and the concerns you've raised regarding the use of cleaning products in your home. Our goal at Absolute Domestics is always to provide high-quality, respectful service, and it's clear that this situation has not met your expectations, for which we sincerely apologise.

We understand your frustration, especially concerning the damage to your fridge. Based on the information provided in your initial email, it appeared that there was some uncertainty about the exact cause of the damage. In the initial email we received, you had advised:"I am assuming that when the cleaner was cleaning the walls beside the fridge, she may have place her hand there while she had chemicals on her hand". Based on this, it is our understanding that you did not witness the cleaner lean against your fridge.

We took your concerns seriously and immediately followed up with the cleaner to understand the circumstances. The cleaner has assured us that they were cautious with the use of cleaning products around your appliances and furniture, and denied leaning against the fridge with any harmful substances on their clothing or gloves. It's also been noted that there were other tradespeople in your home at the time, which introduces the possibility that the damage might not have been caused by the cleaner.

Regarding the use of bleach, we've addressed this issue directly with the cleaner, reinforcing the importance of adhering strictly to homeowners' preferences and restrictions, especially concerning septic systems. We are committed to ensuring this misunderstanding does not occur in the future.

We take matters of property damage very seriously, but without definitive evidence such as photos of the fridge before the service or more conclusive proof of how the damage occurred, it's challenging for us to proceed with a claim. This stance is not about disbelieving your account but rather adhering to a policy that requires clear evidence to take corrective actions.

We are committed to understanding your perspective fully and providing a resolution, provided you have additional evidence to substantiate your claim.


Regards,
Absolute Domestics


Edit in response to the additional information provided in your edit/response:

Hi Sarah,

We received a report from the cleaning contractor who indicated that the tradesperson was present in your home, actively engaged in work within the kitchen area, specifically measuring the oven.
The incident report sent to you for completion requested supporting evidence, i.e. additional documents or photographs of the item before the damage occurred. This evidence would help verify that the damage was recent and directly caused by the cleaning contractor.

Although you mentioned in the report that you saw the cleaner leaning on the refrigerator, this statement differs from the initial information we received via email when you initially reported the damage.

We have in writing in your initial correspondence with the Agency regarding the damage: "I am assuming that when the cleaner was cleaning the walls beside the fridge, she may have place her hand there while she had chemicals on her hand." this indicates that you are unsure of how the damage occurred and did not witness it occur, contrary what was written in the incident report. Given this discrepancy and the absence of corroborating evidence, we are unable to move forward with your claim.

Regards,

Absolute Domestics

Antwoord van Absolute Domestics

8 apr 2024

Hi Liv,

I'm sorry to hear about your recent experience with our service and specifically with Thant Sinn. It's clear that we didn't meet the standard of service you expected and deserve. Please accept our sincere apologies for the inconvenience and frustration this has caused. We appreciate you taking the time to provide your feedback, as it's crucial for us to address any issues and improve our service.

We've taken immediate action based on your feedback. Another cleaner, who has a strong work history in domestic cleaning, has already been assigned to your booking, scheduled to start on April 17. We believe this cleaner will be a much better fit for your needs and expectations.

Regarding your experience with Thant, please know that we take concerns like yours very seriously. We have passed on your feedback and are addressing the matter internally to ensure this does not happen again. Ensuring the reliability and professionalism of our cleaners is paramount to us, and we are committed to making things right.

Once again, we are truly sorry for the inconvenience you've experienced. We're looking forward to the opportunity to make this right and hope that our actions moving forward will help restore your faith in our service. If you have any further concerns or need assistance in the meantime, please don't hesitate to get in touch.

Regards,
Absolute Domestics

Antwoord van Absolute Domestics

8 apr 2024

Hi Kye,

First and foremost, we want to extend our sincere apologies for the frustration and inconvenience you've experienced with our services. We greatly appreciate your loyalty over the past 18 months, and it's clear that we've fallen short of the high standards we strive for.

Regarding the fluctuation in cleaner quality and scheduling, we understand how vital consistency is to our clients. We're truly sorry for the inconsistency and any stress caused by last-minute scheduling changes. In response to this feedback, we had assigned a team of excellent cleaners who will be commencing their service with you from April 11 onwards. We hope this will mark the beginning of a more stable and high-quality cleaning experience.

Concerning the unfortunate incident with your vacuum cleaner, please know that we've conducted a thorough review of the situation. While our findings indicate that the cleaners used the vacuum as intended without negligence, we understand that this does not diminish the inconvenience you've faced. Although we cannot assume liability for the vacuum based on the evidence and circumstances, we want to ensure you feel supported in seeking a resolution. Given the vacuum's age and the circumstances described, pursuing a replacement under the manufacturer's warranty appears to be a viable next step.

It is our understanding that you intend to continue your cleaning services with the newly assigned cleaning team. Please let us know if your decision regarding continuing the service has changed.

Thank you for your patience and understanding.

Regards,
Absolute Domestics

Antwoord van Absolute Domestics

2 apr 2024

Hi Mike,

First and foremost, we want to extend our sincerest apologies for any frustration or inconvenience you may have experienced. At Absolute Domestics, we are committed to providing high-quality cleaning services and outstanding customer service. We take your feedback seriously as it helps us improve and ensure we meet the expectations of all our clients.

Upon receiving your review, we promptly initiated a thorough investigation to address your concerns. However, we have encountered some difficulty in locating a recent booking under your name, or any records that correlate with the details provided in your review. Additionally, our records indicate that you were previously associated with Absolute Domestics as a cleaner, and, regrettably, our professional relationship ended on less than amicable terms in 2021.

We mention these details not to diminish your concerns but to ensure there has been no misunderstanding or miscommunication. It is crucial for us to gather accurate information to take appropriate actions and uphold the quality of our services.

If there has been any oversight on our part or if you have additional information that could help us locate your booking and fully understand the situation, we encourage you to reach out directly. Please contact us at customerservice@absolutedomestics.com.au with your booking details or any further information you can provide.

We are keen on resolving this matter to your satisfaction and demonstrating the high standards of service we strive to maintain. Your feedback is invaluable to us, and we are here to listen and act on it constructively.

Thank you for bringing this matter to our attention. We hope to have the opportunity to address and resolve your concerns promptly and effectively.

Regards,
Absolute Domestics

Antwoord van Absolute Domestics

14 mrt 2024

Hi Ben,

I'm very sorry to hear about your experience. I'd like to take this opportunity to respond to the points raised in your review.

We assure you that our reviews are 100% genuine, coming from thousands of satisfied customers. It's unfortunate that your experience did not align with the positive outcomes many others have had, and for that, we sincerely apologise.

The service you booked was for an end of lease clean, which typically requires more time to ensure a thorough job, often exceeding 3 hours. This standard applies regardless of property size and focuses on the condition of the property. The images you've sent, mostly showcasing stained silicone, highlight issues that cleaning alone cannot resolve, as this requires replacement.

Our records indicate that upon completion, our cleaners sought your satisfaction feedback, to which you rated their effort as 10/10. This discrepancy is concerning, and we wish to understand better how this initial satisfaction turned into dissatisfaction.

The Area Coordinator aimed to explain the situation, focusing on the time allocated for the clean and the state of the silicone, rather than attributing blame. We regret any miscommunication that occurred and certainly do not endorse any interactions that feel dismissive or unsupportive.

We note that during our correspondence, you have threatened to come to into our office to 'sort us out'. While we understand frustrations can run high, threatening or abusive behaviour towards our Area Coordinators cannot be tolerated. Our team's safety and well-being are paramount, and we strive for constructive, respectful dialogues even in challenging situations.

After thorough discussion with the cleaning team and reviewing the service details, it's been determined that the primary dissatisfaction stems from long-term staining issues rather than the quality of the cleaning provided. Given this, along with your initial approval of the service, we find it challenging to justify a refund. However, we invite you to send through photos of the property from after you had cleaned it, so we can compare the end result with the photos you have sent through. This additional information may substantiate the claim for a refund.

We believe in fairness and transparency. Although the outcome at this time may not be what you had hoped for, we assure you that your feedback is invaluable in helping us improve.

We remain committed to providing high-quality services and regret any instance where we fall short. Should you wish to discuss this further, we are open to respectful and constructive dialogue to find a path forward.

Kindest Regards,
Absolute Domestics

Antwoord van Absolute Domestics

6 mrt 2024

Hi Fiona,

Thank you so much for taking the time to share your feedback with us. We sincerely apologise for the oversight and any inconvenience this may have caused you. Your experience is not reflective of the high standard of service we strive for. We are grateful for the opportunity to address this issue and make things right.

I'm glad to hear you're willing to give us another chance to match you with the perfect cleaner who meets your specific needs and expectations. We have taken note of your feedback regarding the cleaning tasks that were overlooked and are committed to ensuring that your next experience with us is a positive one.

The Area Coordinator personally worked on your booking to find you a new cleaner, and the new cleaner assigned Cecilia is a truly amazing, 5-star cleaner. We are sure you will be happy with the service she provides!

Thank you once again for bringing this matter to our attention, and giving us the opportunity to rectify this matter. We look forward to providing you with an excellent cleaning service moving forward.

Kindest Regards,
Absolute Domestics

Antwoord van Absolute Domestics

3 mrt 2024

Hi Amanda,

Thank you for taking the time to share your feedback regarding your experience with Absolute Domestic. We are truly sorry to hear about the challenges and disappointment you faced with our cleaning service. Ensuring customer satisfaction is our top priority, and it is clear we missed the mark in your case.

We want to let you know that we have attempted to reach out to you directly via TrustPilot to gather more details about your experience, to identify your booking and to discuss a resolution, but unfortunately, we have not received a response yet. Your feedback is invaluable to us for improving our services and making things right for our customers.

Please could you contact us directly at customerservice@absolutedomestics.com.au at your earliest convenience? We are eager to understand more about the issues you encountered and to find a satisfactory solution for you. We are committed to addressing your concerns and ensuring that your experience with us is nothing but positive moving forward.

Thank you for bringing this to our attention, and we look forward to hearing from you soon.

Regards,
Absolute Domestics

Antwoord van Absolute Domestics

15 feb 2024

Hi Dennis,

We sincerely apologise for the inconvenience and frustration you've experienced with the turnover of cleaners. We understand how important consistency and reliability are when it comes to your home cleaning service. Your feedback is invaluable to us as it helps us to understand where we can improve and ensure that we meet the high standards our clients expect and deserve.

We acknowledge the frequent changes in cleaners and the significant impact it has had on your experience with Absolute Domestic. While we strive to maintain a stable and consistent service for our clients, the nature of the domestic cleaning business presents unique challenges. However, this is not an excuse, and we are continuously working on recruitment and retention to ensure our clients receive the dependable service they expect from us.

We are very glad to hear that you found our cleaners to be well-trained and proficient when present. We take pride in the training we provide and are always looking for ways to support our cleaners in seeing their role as not just a job but a profession.

We truly value your patience and the understanding you've shown towards our management team during this time. As a demonstration of our appreciation and commitment to making things right, we would love to offer you an additional hour free off your clean should you decide to restart your service with us. This is our way of saying thank you for sticking with us and giving us the opportunity to prove the quality and reliability of our service.

Please feel free to reach out to us directly at customerservice@absolutedomestics.com.au to discuss this further. We are here to listen and ensure your satisfaction with our services.

Kindest Regards,
Absolute Domestics

Antwoord van Absolute Domestics

13 feb 2024

Hi Terri,

We sincerely apologise for the distress and inconvenience you have experienced. Your feedback is invaluable to us, and we take such matters with the utmost seriousness.

Upon receiving your incident report concerning the fridge, we immediately initiated a thorough investigation. We understand the frustration that comes with such situations and aimed to resolve this matter with accuracy and fairness.

Regarding the fridge, our investigation involved a detailed discussion with the cleaning contractor assigned to your service. It has been confirmed that the cleaning procedures for your fridge strictly involved warm soapy water, a method that is unlikely to cause damage to stainless steel surfaces. Additionally, the cleaners have informed us that the marks mentioned were present before they commenced their service at your premises.

In relation to the vacuum cleaner, we were made aware of the damage only after the incident with the fridge was reported. Your acknowledgment that the broken handle was likely a result of wear and tear, and the fact that you had already replaced it yourself, was important to our assessment. We strive to be fair and transparent in our approach to handling such claims.

We understand that these explanations may not fully alleviate your concerns, but please rest assured that we are committed to providing reliable and trustworthy service. As such, all of our cleaners are police and reference checked during the recruitment process, to ensure we are only allowing trustworthy individuals into your home.

We sincerely apologise that you were not satisfied with the resolution proposed by our damages department, and we encourage you to provide any additional evidence to substantiate your claim that the damage to your fridge was caused by your assigned cleaning contractor.

Kindest Regards,
Absolute Domestics

Antwoord van Absolute Domestics

12 feb 2024

Hi Jenna,

Thank you so much for your wonderful review! We're thrilled to hear that Honey has made such a positive impact on your home and life, especially during such a busy time.

We'll be sure to pass your kind words on to her. Looking forward to continuing to provide you with a great service!

Regards,
Absolute Domestics

Antwoord van Absolute Domestics

9 feb 2024

Hi Leanne,

Thank you for the positively glowing review of our cleaning service. We are very glad to hear that you would recommend us!

Kindest Regards,
Absolute Domestics