Dustpan & Brush - Eco Cleaner Melbourne Reviews

Alex this is super sweet of you, thank you so, so much. Working with lovely people (and incredibly cute furry friends) makes doing what we love that much better, genuine thanks to the both of you as well for being so wonderful. See you next month 🙂 - Jason

Thank you Stan, great to hear from you in such a long while! Hopefully see you on the 29th and in the meantime, please say hi to Gregory for me - Jason

Thank you Maria it was again so nice to meet you today! Will be in touch soon to find a spot for Mum as well, speak soon - Jason

Thank you so much Mandy! I hope yourself and Shane have been keeping well and hopefully we'll bump into each other again at one of yours cleans soon :) - Jason

Thank you Em ❤️ goes without saying, always a pleasure. See you next month!

Thank you Elise, see you again soon :) - Jason

Hi Jenna, sad to see you feel the need to write this. You asked for price clarification, which was given. It's noted that an organic oven clean is a chemical-free process and quite time/labour intensive. We wanted to understand if your question had been a result of thinking the "add ons" list were assumed as uncosted extras. You'd asked why the quote was more than the "from" price on the website, although you had just asked for the oven clean as an addition. As noted, we try to understand where information could be misconstrued as it helps inform us on how to respond to questions, better put details together for clients, and further, helps us to keep a healthy eye on whether our website is keeping current/clear and up to date. This was the purpose of asking if you thought the oven component was a free extra; we answered that an organic oven clean is an additional extra which comes with a cost and "if you'd like to remove the oven clean, the costing comes down to $350+GST 🙂" in a clear, friendly manner. You immediately came back saying this response was "extremely rude and unprofessional." We don't agree. Its neither rude, nor unprofessional, and certainly not extreme. Despite that, it is still upsetting to hear that's how you've received the exchange as it was so far removed from our intention of trying to gather information to best assist you.

Still, we further clarified (after you noting the question was extremely rude), that we only wanted to understand if you had potentially misunderstood our offering, and noted that being able to ask you a question “is important for us as it informs how we put our website together in case misread.” Continuing with, “I'm so sorry if my email has offended you, it was not even slightly my intention, if you have any further questions that need clarifying please feel free to ask, happy to help. Otherwise I'm also happy to give you a call if tone may be better conveyed over a conversation 🙂". We share this to highlight that we were clearly trying to clarify and assist, not dismiss your concerns.

We also understand organising your apartment for a pre-sale campaign can be a very stressful time, and that might affect an otherwise reasonable space of mind, so once again apologies if the above intention of answering and clarifying your question has landed in an unfortunate perception, and led to such a strong and immediate reaction, especially before any service was booked or delivered.

As will always be the case, we like helping people, much prefer mutual understanding and to meet with clarity if something is misinterpreted. That way, if approaching with sensibility, you're better placed to receive a happy outcome. Instead, you've ignored the offer of a friendly phone call to clarify, and immediately come to leave an attempt at a scathing review in lieu of actually wanting to resolve any misunderstandings. This doesn't help anyone; you, us, other customers, new or existing, as it's obvious in being void of wanting an actual positive outcome/solution. We disagree that asking you this was "extremely rude", there's no doubling down here - we can share a different view and that's entirely okay. Conversely, there has only been attempt after attempt on our part at clarifying, communicating alongside apologies, attempts at understanding, offers of further help if needed, smiles in every response (to help convey intention if tone over text was being misread) and further offers of a phone call to rectify any prior misconveyed communication, all within 5 minutes of a Tuesday morning. Sadly, all that's left now is an unnecessary sour taste and disappointment.

We really hope you find what you're after, unfortunate again that a simple question has resulted in such an excessive response, and a one star review for a service you've not booked nor received. Nevertheless, we wish you the genuine best with finding a cleaner that can assist you for your needs. All the best to you Jenna, and good luck!

Toby this is incredibly kind of you, really awful again that post-reno was such a mess for you all but genuinely so glad to have helped and please reach out literally whenever, if we've got capacity we'll be there ❤️

Lovely surprise, thank you Liv! Glad those extra tips and tricks have helped. Always wonderful to work with a kind, prompt and communicative person; makes our work an absolute pleasure so thank you as well. Reach out any time if you need any other help!
- Jason

Genuinely such a pleasure, thank you and once again so nice to meet you all, have an amazing time in Europe and we'll touch base when you need a top up! 🙂 - Jason

Hi Maggie,

Thanks again for sharing your thoughts when the three of us spoke on the phone. As mentioned then, we were quite surprised by the review, especially since you’ve written it 12 months after our initial booking. Despite that, it was nice to reconnect and gain more understanding as to what motivated this. Happy we could have a nice chat to clarify things, we’ll respond in writing here too since we didn’t have the opportunity to address or be made aware of these grievances when they first arose.

We were a tad confused to see you now say the cleaning was just “good,” considering after you came home, you emailed to say "the house was so beautiful and clean!" and asked for additional spots. It would have been handy to know if you’d changed your mind before asking for an ongoing schedule. Further, regarding the cost, quotes are specific to a space and are given in advance with zero additional charges, detailed clearly online and in communication. When we quoted you, you responded in writing with "sounds perfect". If it was beyond anticipated spend, we would have completely understood, but there was again no mention of this prior/during/after the quoting or booking. If we happen to be outside of someone’s budget, we love helping and are happy to recommend another business to ensure a solution—what’s important is that we can help people find what they need if we’re not quite the best match. We all agreed that we sadly weren’t a good fit, but there was no overcharging—that’s contrary to our practice as all costs are upfront and fixed. It should be clarified that your opinion seems to have changed some time after you said the cleaning was beautiful and the offer was perfect.

On communication: both you and we were handling illness at the time, which made things a bit turbulent. Despite that, we happily rescheduled you, responded promptly to calls and texts, both while busy on the job and beyond reasonable hours of operation—sometimes as late as 8pm—neither of which we would otherwise do but we tried best to clarify after you’d expressed confusion in understanding your booking dates. Perhaps that left you feeling that we were 'brash and disorganised,' which is certainly not a nice feeling. However, we went above and beyond in always giving prompt engagement, even offering priority for our last two remaining spots during the fully booked Christmas period—something we’ve not previously offered to just one client. Nonetheless we’re truly sorry it didn’t work out despite all efforts. It would have been great to address issues earlier than a year later, however, you're warranted to assess this as a poor exchange and of course, we’re saddened that’s how you felt of your experience.

On the call, you said you believed this review won’t impact us as our business is "doing so well,"— it’s taken years of hard work and we’re grateful for our reputation and success; as you pointed out we have plenty of happy reviews from our clients. However, we’re not a cheap or transactional service by any means, so we’d have loved to be contacted in the first instance if you had feedback.

We’re really thankful we could connect again and address everything on the call. We’re human and far from flawless but always try to right wrongs where possible, so we appreciate you accepting our apology for those areas that weren’t perfect for you. Of course it’s a shame that there remains no tangible resolution for either you or the business at this late stage of complaint - if you'd personally reached out with these concerns, we may have revisited our approach or guided toward a more suitable fit for you. Still, we thank you for the experience as it’s already helped us implement clearer boundaries in demanding situations.

All the best to you Maggie, we hope you find a cleaning service that caters to your unique needs, after all that’s what’s most important. Take care, perhaps we’ll again cross paths in future but until then we wish you happiness 😊

Jase & Soph

Thank you so much Nicholas, it was a pleasure organising your booking for you and thank you for making it such a smooth experience for us both - please come back to us any time you're in need! Jason.

Thank you so much Lauren, looking forward to seeing you again soon :)
Jason.