Cleaning Enterprise Oxon

We hired CEOxon for end of tenancy clean for a shared house. We discussed what should be cleaned and the approximate costs but Rosie, the manager, she did not want to provide a formal quote so we could be certain about the specifics (ignored my emails and she got aggressive over the phone). Our estate agent then charged us for not cleaning the carpets and for oversights in the cleaning (which should have been covered by CEOxon). Rosie again ignored emails when I requested that she give a breakdown what had been cleaned to confirm that she had cleaned the carpet and again got aggressive and denied that the carpets were part of the agreement. The company was recommended by the estate agent but apparently doesn't know what needs to be cleaned for an end of tenancy service.