Urban Care

"Appalling service, took money from my Credit Card the day before they even turned up. Have had to cancel my card in case they rip me off any more. 2 guys turned up, one had never cleaned a house before and it showed. Paid extra for inside windows and oven. They refused to do the oven but in spite of promises no refund forthcoming. Windows cleaned with just a wet rag leaving smears, they look dirtier than before. They still we me $175. This has left a very nasty taste. Do not give them your credit card details."

"I wish I had read others review before desperately making an appointment with UrbanCare. The cleaning service was the worst I’ve seen. Their website looks like it was created using ChatGPT with absolutely no substance. They say they train their cleaners, but the one who came to my house has no idea where to start (despite me explaining to the lady I spoke to on the phone what was required to be cleaned). New customers - I wouldn’t use them!! When I ask for refund, they completely ignore me. I've only requested the cleaner clean 3 bathrooms (not the entire 6 bedroom house), so in my mind 2 hours is adequate, as my previous cleaner did an amazing job in the same 2 hours."

"I had such a terrible experience with this company. Apparently this company is based in Auckland and they subcontract to local cleaning companies. You are lucky if you get a good cleaner, it is a hit and miss. I have booked end of tenancy cleaning with them in December last year. When I visited the house, the house was in a terrible state, looked nothing like a professional cleaner was in, cobwebs were everywhere, stains on the floor, wooden floor did not looked like moped. They have sent the guys again to clean and I was there. They were two young men with no clue what to do and I have to literally show them what to do, they told me they have forgotten to bring the mop the other day. There was some grease/stain under where the washing machine was, they lied to me without even trying to remove it , that can't be removed, when I tried to rub it off with a cloth it was removable. I didn't want to be around them afterwards. we later had problems with landlord and incoming tenants since the cleaning was not to professional standard which was in tenancy agreement. We ended up paying another 300$ for cleaning and did not get our bond fully refunded. I have evidence for all this. I have contacted Urban care couple of times but no response other than once saying it is with dispute team. It has been 7 months now. I think it is an absolute scam. I don't write online reviews, but I don't want anyone else to experience this rip off and emotional stress especially when moving houses over holidays."

"I don't usually like to complain/give negative feedback, however I don't want other people being caught out like we have been. We booked the 4hr service and I spoke to the customer rep prior to the cleaning being done saying it might need more time & would we add that on before and they said no the cleaner will advise if they need more time and you can choose to do this. On the day I was never contacted saying what we paid for and the extra add ons I asked to be done wouldn't be completed. I made multiple calls to get an update and was told I'll call the cleaner and call you back, no call back to me was made. The cleaning wasn't even done to a good standard, the shower wasn't cleaned, floors looked barely mopped, the extra laundry we paid for wasn't done and we only found this out when we drove back to the house to check, since we never received a phone call. So disappointed we booked this to help as I'm injured using crutches and wanted to save my partner doing all the end of lease clean on his own, except now he has to go back and do the job we paid this company for! I sent an email with photos and my feedback and barely got an apology and no mention of trying to fix the cleaning at all. I had to fight for the refund for the room not done, however this doesn't resolve the fact we now have to spend time fixing what we paid them for! Book another company and save your time and energy having to try get the service you pay for. It should be called urban no care given cleaning!"

"They charge a premium and provide really bad service. Hired them for end of tenancy cleaning of a small 2 bedroom one bathroom city apartment for a total of $572.77. The cleaning was so bad that I had to request for a redo. Requested for a different cleaning crew as the first team was really bad. This request was denied. I asked for a refund which was denied. The same team came back and I had to to take the day off to supervise. My landlord had to take some time off of work to come and inspect. When she tried to point out areas that were missed, the cleaner had a meltdown shouted at us and stormed off. Photos attached: In the end the landlord and myself had to roll our sleeves up and complete the job. The customer support team was also useless as they couldn't offer anything other than a $35 discount after I agreed to hire their carpet cleaning service to fix the chemical stain that their cleaning crew made to begin with. One of the worst experiences with a business ever. Conclusion: Please don't hire them Edit: This is a response to owner's comment: What you said is not true. The cleaning team did come to 'rectify' the issues which meant we had to take the day off of work and the tenant had to delay their move in date. But despite this the missed areas were not cleaned properly. This is because the cleaning crew were very bad at their job to begin with which is why they had to return. So it does not matter how many times they redo - if it is not cleaned then what is the point? And what do you mean the property required more that what we booked for? I had bought fridge, oven clean and carpet wash. Except for carpet wash which was done well but bought to clean up the mess made by your people, everything else had to be recleaned by myself and the landlord. Your cleaning lady shouted at us and stormed off by around 3pm in the afternoon and I stayed back till about 10 om cleaning up what she did not."