Big Family Cleaning Services

Engaged the service for cleaning kitchen and two bathrooms, plus a few windows.
Was quoted a price and I was specific about it being deep cleaning.
Also informed them there were several trouble spots that needed to be addressed.
On the day itself, the cleaners arrived early but the equipment was late due to their driver’s car issues.
Supposed to be 9-1pm, they finally arrived at our place at 1015am.
1. Two cleaners came as planned. One was adequately trained but the other did not know what to do most of the time.
Her colleague and I had to guide her throughout the cleaning process.
Defeats part of purpose of engaging a cleaning service so I can be hands off and do my own work.
2. Equipment brought were 6 cloths, standard stick mop (not even a squegee mop, let alone a steam mop), 2 pails, vacuum with just ONE attachment (no brush head, no crevice head etc), one broom, no squegee for cleaning windows even though that was part of the planned cleaning service!
Absolutely unacceptable for deep cleaning purposes.
3. The employers when contacted, one didn’t answer Whatsapp, left us on blue tick; and the other tried as expected, to turn it into our fault for not requesting more hours.
In the end, they did all the areas (kitchen was 90% satisfactory), windows (95%) and bathrooms were a total rush job (50%)
4. Due to the time constraint due to untrained worker and severe lack of equipment, they left floors wet and kitchen incompletely tidied (refer to pictures) Therefore I had to clean up and re-mop the floors after they left.
5. We also had to lend several of our own items (steam mop, electric brush head for cleaning, old newspaper, vacuum attachment, several cleaning products, cloths and small pail). This is despite the package was touted to be cleaner with equipment provided, and charged accordingly.
6. The 1 star is because the competent cleaner said that the company does take care of their workers’ welfare so kudos for that.
Unfortunately, customer satisfaction seems to be last on their priorities.
If you do engage the cleaning service, you may need to temper your expectations to a very low bar. Then maybe you will feel it is well worth it.
We absolutely did not feel that, as at RM300, we could have engaged another company for just cleaners, using our far superior equipments.

It is a first time I wanted to engage with this company. It is a NIGHTMARE. They tell you the cleaners will arrive in 2 minutes. After waiting for 10 mins, they don’t arrive. And you call the CS, and you messaged them but there is NO reply at all. And you call another number that was given to you for TnG payment – after many times, a supposedly innocent male picked up the call, claimed to be the Supervisor but is totally disconnected with the operations team – “I don’t know…I don’t communicate with them… I am the Supervisor … this number is not to pick calls, I only picked it because you have been spamming (yes, spamming was the word used — you think I like to call you, of course there is an issue with your service then only people will call)”… and after a couple more minutes the CS finally replies to say that will check with driver. Well, after much warning, the CS did expedite the refund of deposit paid for the booking. But the entire experience means I will NEVER AGAIN consider using them. Wasted time, and spoilt plans which required the cleaning service