Clarkstown Mirror

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below None of their response is correct Walls and windows aside (even though these WERE discussed during the initial consult), the rest of my condo was not cleaned or sanitized Nothing was vacuumed, wiped, dusted, etc The appliances that they agree were priced out were not cleaned I'm still walking through cobwebs I have had people in the condo and they were all disgusted and couldn't believe that a "reputable" company would do this Merry Maids acknowledged that no one went in after to check to make sure that it was done properly, yet their girls were there for a few hours working hard? Also, [redacted] did not listen to my concerns She did not let me say one word, just talked over me, told me my card was charged and hung up on me Nothing about the way they handled the situation was professional I was not looking for the service for free If [redacted] would have let me speak, she would have known that I would have accepted a price more reasonable But now, since my condo was in fact not cleaned, and for the way I was treated, I would like a full refund Never is it ok for a company to make a customer cry Regards, [redacted]

For the client to state that nothing was touched is grossly exaggerated and inaccurateAs a business, we strive to provide a positive client experienceWe worked diligently toward a positive resolution by extending our service guarantee which she accepted and mutually agreed to address her areas of concern on 8/17/2016; however, the client chose to cancel the appointment. We proposed a more than fair monetary reduction of her fee. The client states she would have accepted a price more reasonable however she stated on two occasions to our management that she was not going to pay anything for the service. Although the client claims that she was not looking for the service for free, her claim through the Revdex.com is for a full refund. We are recognized as an Accredited Business with an A+ rating through the Revdex.com. We have been a successful business for over years where client satisfaction is a top priority. We welcome and encourage anyone reading this incident to visit our website at https://merrymaidsfoxboro.com to check out our latest client reviews and learn more about our services

Our Merry Maids Sales Consultant met with the client on July 20, at 6pm to customize the mocleaning for her condominium recently purchasedAt that time our sales consultant walked through the condo explained service details and priced out the service accordingly. The client
received a carbonless copy of the service agreement which describes cleaning details by room and special instructions outlining the scope of service to be provided. At the end of the consult, the client committed to service on August 8, 2016. On August 8, 2016, our two team members (combined Merry Maids cleaning experience of over years) with numerous move-in/move-out cleanings under their belts provided the service that was discussed and outlined on the service agreementOur highly skilled, efficient team ranks in the top 10% in client satisfaction company-wide. Prior to the cleaning, our Field Service Specialist was on site to walk through with the team and assess the work to be completedOur experienced team spent several hours cleaning the client’s condo and checked all the work. On the evening of August 8, 2016, the client left a voicemail message on our Sales Consultant cell phone with concerns. In the morning of August 9, our Sales Consultant followed up with the client listening to her areas of concern. The client was under the impression that wall washing and washing windows were included in the price. Our Sales Consultant clarified and explained to the client that wall washing and washing windows were optional services that were never mentioned, discussed, documented, or priced separately on the service agreement. On the other hand, optional services of cleaning the inside of the refrigerator and oven were mentioned, discussed, documented, and priced separately on the agreement. Our Sales Consultant mentioned our service guarantee and that our Field Service Specialist was out that day but would follow up upon her return and set up a time to redo her areas of concern within the scope of the agreement. On August 10, our Field Service Specialist called in the morning to address the client’s areas of concern. The client mentioned the walls and windows not being done and she re-explained that wall washing and windows were not included in the service agreement. She apologized for any misunderstanding and reiterated that we would be happy to come back and re-clean the areas of concern within the scope of the agreementAt that point the client mentioned that she had redone the areas herself and did not want us come backTo provide a more than fair solution, we proposed to reduce her fee by nearly 30% even though her list of concerns represented less than 10% of the workThe client did not feel that solution was fair and asked to speak to a supervisor***, the General Manager, listened to her concerns and the client mentioned that she didn’t feel that the work completed warranted any payment. We explained our team worked very hard cleaning her condo and we would be more than happy to come back in and re-clean the areas of concernWe reiterated the fee reduction was more than fair and the call ended. Within minutes, the client called again and spoke to our Office Manager who in turn attempted to resolve her concerns. The client stated that she didn’t want to pay anything for the service. Our Office Manager explained to the client that we reduced her original fee by 30% and would still honor service guarantee within days of the service. The client was unable to provide entry into her condo within a few days so we extended the guarantee to accommodate the clients schedule and put her condo on the schedule for August 17, 2016. On August 11, 2016, the client contacted us in the morning to cancel the cleaning for August 17, 2016.In essence we worked diligently and professionally to rectify the situation however it appeared the client didn’t want to pay for having her condo cleaned and sanitized by one of our most skilled and requested teams at Merry Maids. Since 2010, our business has achieved an A+ rating and recognized as an “Accredited Business” by the Revdex.com. We have been in business for over years and perform over 10,cleanings annually with a high client satisfaction ratingWe encourage you to check our latest reviews from our regular and one-time special occasion clients at https://merrymaidsfoxboro.com

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
None of their response is correct.  Walls and windows aside (even though these WERE discussed during the initial consult), the rest of my condo was not cleaned or sanitized.  Nothing was vacuumed, wiped, dusted, etc.  The appliances that they agree were priced out were not cleaned.  I'm still walking through cobwebs.  I have had people in the condo and they were all disgusted and couldn't believe that a "reputable" company would do this.  Merry Maids acknowledged that no one went in after to check to make sure that it was done properly, yet their girls were there for a few hours working hard?  Also, [redacted] did not listen to my concerns.  She did not let me say one word, just talked over me, told me my card was charged and hung up on me.  Nothing about the way they handled the situation was professional.  I was not looking for the service for free.  If [redacted] would have let me speak, she would have known that.  I would have accepted a price more reasonable.  But now, since my condo was in fact not cleaned, and for the way I was treated, I would like a full refund.  Never is it ok for a company to make a customer cry.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I really have nothing else to add.  It is gross that they continue to brag about their great customer service to a client who is clearly not satisfied.  They keep accusing me of exaggerating, but no one saw the finished product!  When my mother was in the unit after their cleaners left, she kept commenting how everything felt sticky and was wiping things down herself.  They clearly don't understand that bad word of mouth spreads much faster than good.  They handled everything wrong.  I called the night of service.  I had to call again the next day.  I didn't speak to the Field Service Specialist until 2 days later, which is already past their guarantee, but they make it sound like they were doing me a favor by extending the time.  I'm sure we could have come to a mutually acceptable agreement if they had just treated me with respect. As I have stated before, I did not ask for a full price refund until I was forced to go to the Revdex.com because I was hung up on.  I never stated that I wanted the service for free, that was their assumption that I never got to clarify because I was not allowed to speak.  They are under the impression that because I originally rescheduled their "service guarantee" that this was mutually accepted and agreed upon.  I called back in tears after being treated so poorly, and scheduled this appointment because I had already been charged.  My thinking was that if I was paying for it anyway, I might as well have someone clean my condo.  They clearly have no appreciation for the fact that people have schedules and other obligations.  I was only comfortable initially leaving my keys for them because I was having the locks changed the next day.  After more thought, I decided not to have them back in my house because not only was I not going to receive the same service that I had been charged for, but I don't trust them as a company and do not want them in my house unsupervised.  When I scheduled to have them come in originally, it was to deep clean an empty unit.  I have since moved in and it is not the same service that I had agreed to in the first place. Throughout the process of moving, I had to use many different contractors and services.  I did not have to complain about any of the other trades, and in fact had great experiences with everyone else.  The only ones who made this process problematic was Merry Maids.
Regards,
[redacted]