Platinum Cleaners Reviews 

The cleaning was excellent, no questions there. I cancelled them when a carpet cleaner (which I never asked for) was brought in by the manager to clean my carpets; because they were always late. I was left with damage to my brand new freezer door. Not happy with that and they had to go. (this was kent/London)

Awful cleaners, used their Leeds service, not as described, will not issue a refund. Do. Not. Use. This. Company.

The boys from the London team were very helpfull in explaining what they were going to do to clean our Temple Main Hall carpet which is some 520sq mt.
It took them about 3 hours but the result was to our liking and once again a professional task carried out by a professional London team.

Liars as well. They never turned up. Cancelled the appointment, could not give me another appointment, refused to return my deposit saying we'll clean your carpets instead. Then I said I don't trust you anymore. Let me have your complaints department. I was told she is the complaints department. I asked for the director she said she was the director. I said I didn't want my carpet cleaned. I again asked for my deposit to be refunded. She said gobto your solicitors and we'll go to our solicitors. Rude, lying, cheats! Be warned. Do not use these person.

I used the Leeds service and asked for a 2 BED HOUSE END OF TENANCY FULL PACKAGE 1 which cost me £420.00 (£336 minus VAT) I actually bought this for a house I am moving into and was going to see if the quality was good enough for the house I'm moving out of. I'm afraid it's not.

The first person who came round, I'm afraid, did a really poor job. Inside the bin drawer in the kitchen hadn't ben cleaned, blinds hadn't been cleaned in any room, there was dust and cobwebs in every room still, I'd mentioned we'd had he floor sanded so it would be really dusty and to focus on that. None of the inside window sills had been wiped (still covered in dust) some windows had obviously had cleaner sprayed on them and never wiped. None of the inside window frames had been cleaned. Sink hadn't been leaned. Just generally it was a poor job and I would have been shocked if I'd received this as a basic clean. Also as you can see the price is pretty high I expected a really amazing job to be done for this much money. Obviously there's many overheads but £336 divided by the 6ish hours the first guy came is £56 quid per hour. It's a lot!

Due to this poor clean we had to change our moving date, I later became sick with covid so didn't chase up Platinum as I was so ill, then I eventually just went to B&M bargains, bought 60 quids worth of cleaning supplies and did it myself since we've had to push back the moving date so far. Gutted as well as I need to find someone or find the time to clean the house I'm moving out of and would have loved to have used Platinum if they had provided what they said they would.

It's weird isn't it because cleaning really should be objective, either something's clean or it isn't. But From this company it feels really subjective!

I will say about Platinum the staff, so far, have been really friendly, Josh got another cleaner out here in the next couple of days (though the time kept changing, luckily I work from home) it's just a shame he only gave this really nice lad a couple of hours to fix so much. I asked Joe (excellent lad) to focus on the blinds as they hadn't been touched when the first guy came round. He did a really good job of all the blinds in the house, sent me videos of his progress as I wasn't there, really went above and beyond so thank you Joe! If I could give Joe alone 5 stars I would! But I guess when I point out the fire place (e.g. mantle piece) hasn't been cleaned I'd expect the whole thing ran over with a duster or something, not just the top part that I ran my hand across to show how dusty it is. Maybe Platinum could do some more training with their staff? Or give them more time when they come back out to rectify a job?

I've tried calling Josh but haven't been able to get hold of him, I called the main Platinum number who said they'd reach out to Josh for me. Seeing the reviews I don't think I'll get a refund, but it would be great to talk to someone to see if a refund of some description could be provided.

It does say the following in their terms and conditions so I would recommend a more flexible, customer satisfaction focused, cleaning service if you're worried about getting your money back.

"REFUNDS
8.1. No refund claims will be entertained once the cleaning services have been provided.
8.2. Refund will be issued only if:
8.2.1 The Customer has cancelled a cleaning service within the allowed 0me (48 hours) prior to the start of the cleaning service;
8.2.2 A cleaner has not been able to carry out the cleaning due to reasons beyond the Customer’s responsibility.
8.2.3 According to Consumer Rights Act 2015 a price reduc0on can be issued only if a repeat performance cannot be provided from the
Company within a reasonable 0me frame, which is equal to 14 business days upon comple0on of the service."

There's also a lengthy bit about their complaints in their T&Cs.

My next step is going to my bank to attempt to recoup the money as the service provided were not as described.

UPDATED 8th Feb 2022 - Still nothing from Platinum Cleaners. No contact. No Refund.

UPDATED 30th March 2022 - Still nothing from Platinum Cleaners. No contact. No Refund. Do not sue this "company". It's a scam.

I have a 2 bedroom apartment which is one year old. I have been desperately looking to find a reliable good cleaner for a while as I have two small children and have just returned to work.
Anita said there was a minimum clean of 4 hours and the price was £88. She also said I had to pay for two cleans upfront. I happily agreed to pay upfront as she promised they only had good reviews and I would be pleased with the work (looking down the reviews, it is clear to see lots of the reviews are very poor).

I’m sure everyone would agree four hours for a modern 2 bedroom apartment would be plenty of time to clean to a good standard.

The first clean was cancelled 15 minutes before they were due to attend apparently due to a cleaner being sent home because they had COVID.
It was rather frustrating that I was told so late in the day but Anita asked if we’d give them another chance and I agreed.

So yesterday I had my first clean. Let me repeat 4 hours for a 2 bed flat. I’m absolutely shocked at the terrible standard. Toothpaste still in the sink, the shower in the en-suite hadn’t been touched, crumbs on the toaster, marks on the kitchen work surface, marks on the floor, bits still on the carpet, sticky finger marks on the windows from my kids (Anita told me they would clean the windows), I could go on…! Anita’s comment below indicates they cleaned the interior windows, absolute lies. They hadn’t even been touched.

I spoke to Anita following the clean and explained by upset. Her customer service is shocking and she replied with this….

Yes, I spoke to Sharon..
Wash-up, we don't do.
She did, limescale, we need more time to remove.
Urine in a potty. 😫
Balls all over the floor
The rubbish to take down took 10 mins.
We normally go into a up kept property, not a property that's needs up keeping, we clean in the time specified what we can.
Oviously your property needed more time.
I'll refund your £88.00.
Kind regards
We hope you find cleaners to your expectations.... Never do we get Get complaints, we have other 300 satisfied customers on our system...

Just to clarify my daughter has a pool pit and the balls were on the lounge floor (I really don’t think that is too much to ask, takes about 5 mins). I’d left them as I’d rushed out of the flat with my 2 children and a dog to give them the space to clean because I trusted them.

I’m regards to washing up, I was told on arrival they do not do washing up (as baffling as that was to me for a regular domestic clean) I told them to leave it. The few plates in the sink would have taken me a few minutes to do.

The potty Anita refers to was a small wee from my little girl. No one asked them to clean it but I would assume that would be part of a bathroom clean.

Also the refund she refers to is money I had paid upfront for next week’s clean.

Anita is adamant they have done a good job and will not give any refund for yesterdays clean or even apologise at the least (even after her seeing photos).

Please avoid this company. I wish I’d read the reviews before booking them. However I’m a decent person and trusted Anita’s word.

Please also consider the authenticity of the reviews. When there is a positive review Anita immediately claims it is her team despite the review stating London. When there are negative reviews, Anita always ask them to state the area and never just assumes it’s the London area.

Paid for a full end of tenancy clean and honestly felt like nothing had been done when i returned, really disappointing considering the cost and just a waste of time. Avoid

Booked a carpet clean of a one bedroom flat. Paid the price of a full house clean, as it was to include the stairs and landing with it being a first floor flat. Which is fine...

However, the standard to which the carpets where cleaned was absolutely terrible. It looked as though they had just hoovered the carpet and sprayed some water on there to make it seem as though they had been properly cleaned.

Not only that, but they also didn't even do the stairs and landing AT ALL!!

Also, the "Area Manager" that I spoke to, took 2 WEEKS to send me the receipt for me to show my previous landlord. (I had moved out and getting the carpets cleaned was part of the tenancy agreement).

It was such a poor job that I also had to pay out of my deposit for the landlord to cover the cost of cleaning to an acceptable standard.

Absolutely shocking and I will never use Platinum Cleaners again, nor will anyone I know after hearing about my experience.

Edit: to response - I don't care. Hold your franchisees to a higher standard.

My aunt was very pleased with the London teams service and politeness she said it's worth every penny and it's help her massively she hopes to use the service regularly
Thankyou she struggles with cleaning properly so it was a massive help.

Paid in full on 05/01/22 for End of Tenancy Clean £330. Called on 12/01/22 to explain landlord wanted to arrange EOT clean and requested me to cancel. Spoke to Sophie who said no problem i had given plenty of notice and would be refunded in full within 2-3 days.

Since then i have sent numerous emails asking where my refund is and now being ignored. I am disabled and have lung disease and brain disease and this is alot of money to me and the stress of not knowing when my refund will be applied 13 days after cancellation is not helping with my well being.

To just ignore emails i think is not only rude but a very unprofessional organisation. I would not recommend a company like this that does not care, takes your money but will not refund it as promised.

________________________________________________
Update in response to reply to my review on 26/01/22

My Flat to be cleaned was in Basingtoke RG27 0FR and i cancelled 8 days before the clean was due and still no refund. I have emailed today after taking legal advice asking for my emails not to be ignored and if no response by tomorrow i will go to consumer ombudsman and visa complaints process.

Update 280122 to above: Received an email 13:30pm 26/01 asking for my bank details saying a refund would be put through on fast payment. Replied back with bank details. Sent email 27/01 asking when it was done as still no money in my account. As of 10:30am 28/01 no further responses to my emails and still no refund! Disgraceful.

Update 31/01/22 - Still no response to my email of 27/01 and now 19 days without a full refund.

They were very inflexible and rude. Asked them to simply look at a stain on one of my carpets, but can't do that. I have booked for a minimum for 4 hours, as this is their minimum, but only have a 2 bedroom 2 bedroom apartment. So they would have never spend all the time. I then cancelled, only like an hour into the minimum 24 hour window, and they still charged me almost £30 cancellation. I wrote to them and got no reply. Very unfriendly and very unflexible. Wouldn't reccomend at all.

A very lovely group of cleaners. Really helpful and nice. The house looks fab after they have finished cleaning and they have been very reliable. I would definitely recommend.

The BEST service I could have ever expected. After an alternative cleaning service letting me down - they came and cleaned last minute on a Xmas bank holiday and worked beyond the hours agreed. My place looked like it had been redecorated. A family business I would and will recommend to everyone. Thankyou

This company sent one person to do a deep clean of a 4500+ square foot home and then, when a refund was requested as there was no possible way one person would have been able to accomplish this in one day of work, the refund has - to date - taken over two weeks to provide and multiple phone calls to Paul and Sophie who have zero to offer in the way of customer service. Terrible company, would avoid.

Great experience. Friendly and efficient. Oven cleaning experience was truly fantastic - it looked terrible and now as good as new. Thanks guys.

FANTASTIC! Couldn’t recommend Anita enough. My partner and I spoke to her and we were so impressed with the level of professionalism and kindness that she showed us. The service was fast and efficient. They were on time and I couldn’t believe how well everything was done. The process was easy and Anita was an absolute delight to work with. Professional, efficient and hard working! I would highly, highly recommend Platinum Cleaning!

We booked our exit clean as we where moving, Anita, was really professional on the phone. She organised our clean and everything went smoothly. We also got our bond back. We would definitely recommend Anita and her team. They where there when they said they would and the work they carried out was exceptional. I would definitely recommend this company and use them again. Me and my husband where very happy.

Great service from the London team. My end of tenancy clean got cancelled last minute with another company - I called Anita the same day and was booked in within 24 hours. Great job throughout the property. I will be booking again for my bi-weekly cleans ⭐️⭐️⭐️⭐️

Great service from the London team who visited to remove a Guinness stain from white carpet. Friendly and efficient service

Terrible company . the way theykeep phoning tehir workers during a job is most offf putting I am sure they are not trating people well & thw standard of the work is very sub standard