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Borketeyrutherford からの回答

2026年9月18日

Thank you so much, Izzah, for your wonderful 5-star review!

We’re delighted to hear that you were very satisfied with the service provided by Vanessa and Gloria. It’s especially encouraging to know that their attention to detail made such a noticeable difference to your kitchen, bathroom and bedrooms.

At Borketey Rutherford Property Care, we believe a cleaning job isn’t complete until our customer is happy, so we’re pleased that Vanessa and Gloria took the time to ask you to check each area as they worked.

We’ll make sure your kind words are passed on to both of them. Thank you for choosing and trusting us with your home. We look forward to serving you again!

Borketey Rutherford Property Care Ltd
Professional. Reliable. Trusted.

Borketeyrutherford からの回答

2026年9月16日

Thank you so much, Alice, for your wonderful feedback! We’re delighted to hear that Jason did a fantastic job, arrived promptly, and left your property spotless. We’ll be sure to pass your kind words on to him.

Thank you for choosing Borketey Rutherford Property Care. We truly appreciate your recommendation and look forward to serving you again! ⭐️

Borketey Rutherford Property Care Ltd
Professional. Reliable. Trusted.

Borketeyrutherford からの回答

2026年9月16日

Thank you so much, Elle, for your lovely 5-star review! We’re pleased to hear that you were happy with our service and that our team completed the job within the agreed timeframe.

We truly appreciate your support and look forward to serving you again in the future.

Borketey Rutherford Property Care Ltd
Professional. Reliable. Trusted.

Borketeyrutherford からの回答

2026年9月16日

Hi Lauren,

We’re sorry to hear that you were dissatisfied with the service. However, we would like to provide some important context regarding this booking.

The property, particularly the bathroom, was found in an extremely poor condition and required a significantly more intensive level of cleaning than a standard clean. Our team spent several hours working on the property, including dealing with conditions that required extensive attention.

When you subsequently raised concerns about certain areas, including the floors, we did not dismiss your complaint. We offered to return to the property and carry out a reclean at no additional charge to address the areas you were unhappy with.

We take responsibility when something needs further attention and always aim to give customers an opportunity to have concerns resolved. For this reason, we strongly disagree with the description of our business as a “scam.” A service was provided, substantial time was spent cleaning the property, and a complimentary return visit was offered following your complaint.

We remain willing to resolve genuine service concerns professionally and fairly.

Borketey Rutherford Property Care Ltd
Professional. Reliable. Trusted.

Borketeyrutherford からの回答

2026年9月16日

Thank you so much, Naya, for your fantastic 5-star review! We’re delighted to hear that Jason provided you with such a great service. We’ll make sure your kind feedback is passed on to him.

Thank you for choosing Borketey Rutherford Property Care Ltd. We truly appreciate your support and look forward to serving you again.

Professional. Reliable. Trusted.

Borketeyrutherford からの回答

2026年9月16日

Thank you so much, Hasan, for your 5-star review! We’re delighted to hear that Jason and Tanvri provided you with a great service. We’ll be sure to pass your kind feedback on to both of them.

Thank you for choosing Borketey Rutherford Property Care Ltd. We truly appreciate your support and look forward to serving you again.

Professional. Reliable. Trusted.

Borketeyrutherford からの回答

2026年9月16日

Thank you so much, Cherie, for your lovely review! We’re delighted to hear that you were happy with the service provided by Jason, Leslie and Tanvri, and that you found the team friendly, efficient and hardworking.

We truly appreciate your feedback and look forward to serving you again in the future.

Borketey Rutherford Property Care Ltd
Professional. Reliable. Trusted.

Borketeyrutherford からの回答

2026年9月16日

Thank you, Liam, for your fantastic 5-star review! We’re really pleased to hear that Jason did a great job. We’ll make sure your positive feedback is passed on to him.

Thank you for choosing Borketey Rutherford Property Care Ltd. We appreciate your support and look forward to helping you again.

Professional. Reliable. Trusted.

Borketeyrutherford からの回答

2026年9月16日

Hi Mari,

We take reviews of this nature extremely seriously, particularly where they contain allegations of property damage and inappropriate conduct by our staff. However, we believe it is important that prospective customers reading this review are also given the full context surrounding this booking.

Firstly, the condition of the property when our team arrived was extremely challenging. This was not a property that required a straightforward routine clean. Our cleaners encountered a house requiring a substantial amount of work and spent many hours at the property attempting to bring it to an acceptable standard. The amount of time spent at the property was a consequence of the condition and workload our team encountered, not because our cleaners were treating the property irresponsibly.

We also strongly dispute any suggestion that our cleaners deliberately damaged the property. A number of the items and fixtures within the property were already aged, and we do not accept that simply because damage or deterioration was identified after a cleaning visit, it automatically follows that our cleaners caused it. Allegations concerning the oven, furniture, shelving, plastering and painting are serious and should be supported by evidence establishing both the condition immediately before our attendance and how any alleged damage was caused.

The suggestion that our cleaners may have stayed overnight at the property is particularly concerning. Your review itself acknowledges that this could not be verified and was based on what a neighbour allegedly heard. Hearing cleaning activity, vacuuming or banging does not establish that anybody stayed overnight. Our team was dealing with an exceptionally demanding clean and spent considerable time working at the property. We therefore do not believe it is fair to present an unverified suspicion in a manner that could cause readers to believe it is an established fact.

We acknowledge that you were dissatisfied with the final cleaning standard. Despite the considerable labour and time already invested by our team, we ultimately refunded the booking in full. This meant that the customer did not ultimately bear the cost of the cleaning service, despite our cleaners having spent hours carrying out the work.

We are therefore disappointed that the review does not make clear that a full refund was provided or adequately reflect the extremely difficult condition in which our team found the property.

We also want to make clear that issuing a refund was an attempt to resolve the complaint and demonstrate our commitment to customer service. It should not be interpreted as an admission that our employees caused the various items of damage alleged in this review.

Borketey Rutherford Property Care Ltd takes responsibility when we get something wrong. We have never claimed that every job will be perfect, and where a customer raises a genuine concern, we investigate it and seek an appropriate resolution. In this instance, notwithstanding the significant amount of work undertaken, the matter was resolved financially by providing a full refund.

We categorically reject any implication that our staff entered the property for any purpose other than carrying out the cleaning service they were engaged to perform, and we do not accept responsibility for damage simply on the basis that it was identified following our attendance.

We respect every customer’s right to leave an honest review of their experience. Equally, we believe prospective customers deserve to hear the complete circumstances: the property required an exceptionally demanding clean, our team spent many hours working on it, the allegation of staying overnight is expressly unverified, responsibility for the alleged damage is disputed, and the booking was ultimately refunded in full.

We remain committed to dealing with complaints professionally, transparently and fairly.

Borketey Rutherford Property Care Ltd
Professional. Reliable. Trusted.

Borketeyrutherford からの回答

2026年9月16日

Thank you so much, Brendan, for your fantastic 5-star review! We’re delighted to hear that you were pleased with the quality and value of your deep clean.

We’ll be sure to pass your kind words on to Wisdom. Thank you for trusting Borketey Rutherford Property Care Ltd with your property, and we look forward to serving you again.

Professional. Reliable. Trusted.

Borketeyrutherford からの回答

2026年9月16日

Thank you so much, Wisdom, for your wonderful 5-star review! We’re delighted to hear that you appreciated our prompt response and the attention to detail throughout the clean.

Providing a thorough, professional and reliable service is exactly what we aim for. Thank you for choosing Borketey Rutherford Property Care Ltd — we look forward to serving you again.

Professional. Reliable. Trusted.

Borketeyrutherford からの回答

2026年9月16日

We would first like to highlight an important point for anyone reading this review: two individuals have posted separate 1-star reviews relating to the SAME PROPERTY and SAME CLEANING APPOINTMENT. These are not two separate cleaning jobs or incidents.

We respect everyone’s right to leave a genuine review, but prospective customers should understand that these two reviews arise from one disputed booking at one property, with many of the same allegations repeated.

When our team attended this end-of-tenancy clean, the property required significantly more work than anticipated. Our cleaners spent many hours working to bring it to an acceptable standard. The discussion regarding an additional £100 arose because of the additional time and workload required; it was not an attempt to “extract” money from the customer.

We acknowledge that concerns were subsequently raised about aspects of the cleaning. However, we strongly dispute responsibility for all of the property damage alleged. Several items and fixtures were old and fragile, and we do not believe damage discovered after our attendance automatically establishes that our cleaners caused it.

Despite the substantial time our team spent at the property, the cleaning service was ultimately REFUNDED IN FULL. The refund was provided to resolve the dispute regarding the service and should not be interpreted as an admission of liability for the alleged property damage.

We take complaints seriously and accept responsibility where evidence shows we have made a mistake. Equally, we have a responsibility to our staff and our business not to accept serious allegations where responsibility remains disputed.

For transparency: this was one property, one cleaning appointment, two reviews relating to the same incident, and the cleaning fee was ultimately refunded in full.

Borketey Rutherford Property Care Ltd
Professional. Reliable. Trusted.

Borketeyrutherford からの回答

2026年9月16日

Thank you so much, Dima, for your fantastic 5-star review! We’re delighted to hear that you had a great experience with your end-of-tenancy clean and found Jason punctual, accommodating and professional.

We really appreciate your recommendation and will make sure your kind feedback is passed on to Jason.

Borketey Rutherford Property Care Ltd
Professional. Reliable. Trusted.