No show, reactive communication
I had come across this company as I was looking for a specialist with Kalk removal for bathrooms, after an initial pleasant back and forth over email we agreed on a date and time. The time, so I could make the necessary personal amendments to my work calendar and stay home.
Cut to today and the cleaner did not show up. I sent an email after 30 minutes of waiting, only then to receive a call to say that the cleaner hadn't got on his train / was stuck in traffic and couldn't be with me for another 1 or more hours on top.
Disappointed with the disregard for my own personal time as a customer, reactive update, and therefore don't deserve my custom. Wouldn't recommend.
Antwort von Cleanova I/S
Hi Andrew,
Thank you for your feedback. We are sorry that your appointment did not start as planned and we understand that waiting without an update is frustrating, especially when you have arranged your work schedule around the visit.
On the day, we only became aware of the delay after you contacted us 30 minutes after the agreed arrival time. We immediately contacted the cleaning assistant and called you back with an updated estimated arrival time. Unfortunately, due to unexpected transport issues, he was delayed further.
We fully understand that this was inconvenient for you, and we should have communicated the delay proactively as soon as it became clear.
We are sorry that we did not get the opportunity to provide the service you originally contacted us for, and we appreciate your feedback regarding our communication process.