premiumclean.co.nz Avis 46

I came home to bins full of dirt, the sink full of dishes, hairs on the floor and flour on the bench.

Absolutely disgusting experience with Premium Cleaners. Paid for a full service and large parts of the job were either rushed, left incomplete, or only surface wiped at best. The standard of cleaning did not match what was advertised or paid for.

Instead of taking accountability, excuses were made and additional money was brought up despite the original quoted work not even being completed properly. Communication and customer service were extremely disappointing and the concerns raised were not handled professionally at all.

Do not waste your money. Based on my experience, I would highly not recommend this company to anyone expecting quality or reliable service.

I WISH WE COULD 0 STARS THIS BUSINESS

Firstly the time for the clean was change without consultation and only email notification. Secondly I booked 1 person for 3 hours, they sent 2 people for 1.5hrs, fine, but they left after 1hr and 15 minutes. I arrived back home to soaking wet floors and nothing else cleaned.

Absolutely unacceptable service. I booked a full house clean expecting a professional result, but the cleaners arrived late, rushed through the job, and left several important areas untouched. Dust was still visible on surfaces, floors were poorly vacuumed, and parts of the bathroom looked like they hadn’t even been cleaned properly. The whole job felt careless and unfinished.

What made the experience worse was the communication. I kept getting different information from support, and when I raised concerns afterward, the response felt dismissive instead of helpful. Rather than taking responsibility, they focused on excuses and policies. For the amount charged, I expected far better quality and professionalism. Definitely would not trust this company again.

I would not recommend Premium Clean based on my experience.

I booked an end of lease clean expecting a professional standard, particularly given the name. Unfortunately, a number of basic items on the checklist were not completed, including floors, skirting boards and wall spot cleaning. The overall finish was well below what would reasonably be expected for this type of service.

I checked in with the cleaners several times while they were on site, and at one point one of them appeared more focused on phone conversations than the work itself. Despite raising concerns during the clean, I still ended up redoing a significant portion of the job myself.

The follow up response was also disappointing. Rather than addressing the quality of the work, the focus was on a 72 hour notification window, and the proposed resolution was a voucher, which is not appropriate given the circumstances.

Overall, not the level of service I expected, and not one I would use again. VERY UNPROFESSIONAL

Cleaners were very lazy, pointed some spots they missed but refused to clean as they were in a hurry. Provided a lot of pictures for refund but refused. Rotorua branch should close and go out of business. Horrible company

Very disappointing

DO NOT BOOK THIS UNPROFESSIONAL SO-CALLED CLEANING COMPANY - I had a cleaner booked, and told them a very easy clean to do, which involved stone floors, carpets and skirting boards, as I had done the rest of the house. Would normally clean myself, but we were moving out of the area, hence getting a cleaner in! They had been booked 2-3 weeks in advance and lots of communication about what was needed and "even" told them that after the cleaner had finished, the house would be locked up, and we would be driving to Wellington from Auckland, so it had to happen that day, oh yes they said, we understand...clearly they did not! Dealt with that many people who call themselves "Client Experience Coordinators" and to name 3 of them: Henry, Marietta & Teejay with all saying the right things and delivering NOTHING. The day before the clean, I emailed them to confirm and get an email from Teejay @ 12.45 saying: We'll see you tomorrow @ 9am, have a great evening. THEN same day at 6pm I get an email from them with some bullshit story about not able to do the job tomorrow and have re-booked for Saturday. I sent back and said Absolutely not and expect to see some-one @ 9am, as explained Friday was our last day in Auckland. They completely ignored the email, obviously no-one turned up on the Friday and I was livid. I rang them endless times after 9am and no-one answered, it went into an answer machine, and I left a very angry message and told them what I thought of them. Luckily a friend came to our rescue, and we left it with her and were able to leave for Wellington, no thanks to PREMIUM CLEANERS!
I even had email conversations with Marietta about reading bad reviews on them but didn't always go on reviews and would give them the benefit of the doubt...she even had the audacity to thank me for that and that the job would be completed to a high standard...WHAT A JOKE and next time will stick with my gut feeling.
To end this sorry saga, whilst we were driving to Wellington, I get a call from one of the bosses, who was upset at what happened and tried to smooth things over...I was still angry/livid and told him what a shoddy company and team of people who have the audacity to have great titles, when clearly, they should be called "shit experience team". He was the only professional person there, who had to try clear up the mess the idiots had made...look for another job mate!
Premium, when you read this, do not ever send me any emails or any correspondence - This has been quite tame after what you did!!

Absolutely horrible company to deal with. I booked a 3 hour move out clean, and with clear instructions they need to arrive no later than 10am as there are carpet cleaners coming at 1pm. They assured me over email this was fine. The day before the clean, someone phones me and wants to change the booking type and starts asking me all these questions about the clean, when this was already discussed at the time of booking, completely confusing and unnecessary phone call. Then I get an email saying my booking is now at 11am. I emailed them and Manpreet replied apologized for the confusion and they they will be at the property at 10am. I am now at the property at 10am, a hour of my time is wasted and it's now 11am, I phone them and they tell the cleaning got delayed they will be at the property at 12pm!! What a joke, don't support companies that treat their customers like this!

I am only giving stars is because the man we had come to our house was so lovely and worked hard the entire time he was here. The reason I'm not giving more stars is because the time I was allocated for cleaners by this company both from conversation, and an email was not near the time provided. When I later questioned this, they said that the time was only a guideline as long as the agreed checklist was followed. So basically I tried to make sure my house was tidy when the cleaner arrived (was told it would be two cleaners but only had one) to make it easier to do the basic vacuuming, dusting, floors, etc, but this backfired, since it meant the company then seemed to think they wouldn't need as long at my house because they had 'completed the checklist'. Basically you can vacuum a 6 bedroom house for 10-15 minutes OR if you do it well... you can vacuum for 20-45 minutes. I guess a 10 minute vacuum checked the checklist (the cleaner wouldn't have had time for more so not his fault). Same goes for the other items that had been 'completed on the checklist'.

Awful avoid this company they will rip you off poor job would not return or refund

It was my first time using this company. Just was a terrible clean. The bathroom was OK. But the bedrooms weren't included and they went in vacuumed, but not even very well! Smear on surfaces. Light switches weren't done. Nothing gleamed. When you get cleaners in, you expect your house to look better than if you did it.... and it just didn't. I gave them a poor review, and they apologised but only offered me a $25 voucher. If I was the manager, I'd have offered a complimentary clean, but they didn't. So, no thanks.

Paid $818.75, extras not completed ($474 worth), broke shower door, damaged wardrobe, didn't vacuum. Refused phone contact when reported same-day. Fixing their mess ourselves. Read other reviews - this is a pattern. Avoid.

I booked a cleaning job for my airbnb. Because I did not have credit card I paid for the service up front. A day before the clean was due the company contacted me and said they did not have a cleaner to carry out the cleaning and cancelled the booking. I requested a refund but so far none has been provided.

I was very happy with the clean provided to me yesterday. However I was not happy with the complete lack of communication with the times changing and not being notified that a seperate lot of people would be coming to do the carpet clean when I stated I was not flexible on the time of my clean and my booking stated that it would be at certain times

Bad experience

1st job of 2 bookings completed
1 x Lounger and 1 x Kingsize bed

1st job in May this year
Not cleaned to standard! Messy set up and pack out.
Soapy water poured onto our porch after lounger clean.

Rushed job. 1 serviceman started the job part way through another took over.

We conveniently moved the bed into the garage for cleaning it was rushed like done in 5mins
with no one to watch workmanship.

I paid for this service in advance as that’s what this company seems to do is take out payment in advance. 1 day early.

I complained and they did offer a redo which I declined and at that point cancelled the 2nd job over the phone.

Almost 3 months later
I get a email the day before a scheduled clean (2nd job) paid in advance $191 taken from my bank account for a job not yet done and also cancelled back in May.

Refund on its way back after a phone call to the company.

However what was easily taken out without permission will take up to 5 days to have returned.

Terrible service which I do not advocate for and may never use again.

Temple

Changed time on day of cleaning. Spent five hours instead of three; not a professional experience.

I received the Worst service and my sofa was dirtier after they supposedly "cleaned" it than it was before.
I would definitely NOT recommend them they wouldn't come back and sort it out and they charge you before they walk in the door. They are in breach of The Fair Trading Act. Pick someone else.

Charged the card the day before the job was completed. Company then emailed at 4:30pm saying sorry a agent can’t make the agreed time of 10am, agent would be there 1:30pm instead (I told them at time of booking date and time requested not flexible)
Agent sent to the wrong address (I’m in Auckland, the agent is at a Wellington address), after a few hours of messing about, confusion and time taken off work, 2 agents turn up. In a car, not branded and said they needed me to provide a bucket for the job, I was given no talk through, I pointed out 2 stains to them (1 of the agents translated to the other in a different language).
Awful job done, carpet saturated, 7 hours later it’s still soaked (it’s been dry & sunny all day), the 2 small tea stains I pointed out not removed. Carpet looks no different, apart from soaked to the bone. Agents left the bucket I scrambled to provide on top of the kitchen worktop which is now stained with rust.
No replies on their website chat, emails, and I couldn’t get through to their phone line all day. Finally I reached a agent on the 0800 number who said I would be refunded less than $30.
Awful service, overpriced, woeful job done, complete mess about. This is not the work of a professional or anyone that has received any training, I have done a better job myself when renting a carpet steamer from New World and doing it myself. I would not recommend this company to anyone.

I should have checked reviews before booking! Cleaners did a crap job. Do your research and make sure you get actual professional cleaners who know how to clean properly.
I’m sure there are a lot in Auckland, definitely not “PREMIUM CLEAN”