Maid Brigade of East Valley

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
When I received my initial quote, the top end of the quote was $and I was assured that was the most I would be charged, but the bill may be less once the crew got into my house My credit card was charged $that day and the invoice I had to later request because it was not left at my house as it was supposed to be also said $ Nowhere was $ever quoted me or displayed on any correspondence I received from the business until I spoke with *** in customer service So that is an error in their accounting and not a discount as they stated in their response As for sending someone to reclean the areas not handled in the initial service, I had to reclean them myself as I had a large event in my home that weekend So, of course, it would be fruitless to have people come back the next week to reclean what I already did That does nothing to solve the problem of Maid Brigade not handling all areas that were specified to be cleaned in my quote When I spoke with *** after having to follow up with them after they did not return my call for nearly a week, she advised she would be willing to comp a portion of another clean, but yet again, that would involve me having to pay them again for the difference and still gave me no guarantee the work would be done as advertised, so of course I said that was not a good solution I have e-mails where I asked to speak to the owner as *** advised she could not do certain things without the permission of the owner I also requested in e-mail and over the phone for a detailed invoice showing how they got to the $296, and I was never provided either of those things A quality card was supposed to be left at my house at the end of the clean and that did not happen either The last conversation I had with ***, she proposed the idea of having a crew come to my residence and cleaning the downstairs, or spending a portion of time there to resolve the issue which would not involve any additional charges to me I told her I would be open to that idea and she told me she would have to check with the owner and get back to me After another month of no follow-up, I contacted the business advising I wanted my refund as I was tired of trying to work with them to have them time and time again say they would follow up and then not call back It should not be my responsibility to have to keep tracking them down when they advised they would follow up and I am even more surprised going through this process that they are being dishonest in their responses All I wanted was what I was quoted and what I paid for If I was quoted certain things would be cleaned for at most $and some of those things were not done, then I should be refunded for the items that were not done It is simple customer service Same with getting back to people when you say you would respond with follow-up I have been more than patient since my intial appointment was the first week in May
Regards,
*** ***

I am so sorry Mrs. [redacted] feels that way. Maid Brigade has never been opened on weekends Saturday included,  and we never will. Mrs. [redacted] bill was $326.00 but we discounted it to $296.0. We told her this and she just told us to send the invoice. That's the last we heard from her until last...

week. She did call and complain about the cleaning and insisted on a refund or she will report us to the Revdex.com. We do not put the names of our workers on the receipt, the receipt always has the company's name. Our guarantee is we will re-clean any areas we missed, or the customer finds unsatisfactory, we do not give any money back. she knew this as she was booked by our sales center.  As soon as we realized she was not satisfied We offered to come back and re-clean the areas for Mrs. [redacted] and she refused. We offered her a gift certificate for $109.00  to use towards future cleanings, she refused. We offered to send  2 cleaning ladies for 1.5 hours to clean her home at some future date of her choice at no-charge she refused. We called her and left messages for her to call us back 3 days in a row, she did not call us back.  We did try to satisfy this issue within our rules and policy, and we still want to work with Mrs. [redacted]. Maid Brigade has been in business for over 12 years and we have had very little if any un-happy customers our policy has always been that we will re-clean if we missed or made a error, we do not refund.

I am so sorry Mrs. [redacted] feels that way. Maid Brigade has never been opened on weekends Saturday included,  and we never will. Mrs. [redacted] bill was $326.00 but we discounted it to $296.0. We told her this and she just told us to send the invoice. That's the last we heard from her until last...

week. She did call and complain about the cleaning and insisted on a refund or she will report us to the Revdex.com. We do not put the names of our workers on the receipt, the receipt always has the company's name. Our guarantee is we will re-clean any areas we missed, or the customer finds unsatisfactory, we do not give any money back. she knew this as she was booked by our sales center.  As soon as we realized she was not satisfied We offered to come back and re-clean the areas for Mrs. [redacted] and she refused. We offered her a gift certificate for $109.00  to use towards future cleanings, she refused. We offered to send  2 cleaning ladies for 1.5 hours to clean her home at some future date of her choice at no-charge she refused. We called her and left messages for her to call us back 3 days in a row, she did not call us back.  We did try to satisfy this issue within our rules and policy, and we still want to work with Mrs. [redacted]. Maid Brigade has been in business for over 12 years and we have had very little if any un-happy customers our policy has always been that we will re-clean if we missed or made a error, we do not refund.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.When I received my initial quote, the top end of the quote was $296 and I was assured that was the most I would be charged, but the bill may be less once the crew got into my house.  My credit card was charged $296 that day and the invoice I had to later request because it was not left at my house as it was supposed to be also said $296.  Nowhere was $326 ever quoted me or displayed on any correspondence I received from the business until I spoke with [redacted] in customer service.  So that is an error in their accounting and not a discount as they stated in their response.  As for sending someone to reclean the areas not handled in the initial service, I had to reclean them myself as I had a large event in my home that weekend.  So, of course, it would be fruitless to have people come back the next week to reclean what I already did.  That does nothing to solve the problem of Maid Brigade not handling all areas that were specified to be cleaned in my quote.  When I spoke with [redacted] after having to follow up with them after they did not return my call for nearly a week, she advised she would be willing to comp a portion of another clean, but yet again, that would involve me having to pay them again for the difference and still gave me no guarantee the work would be done as advertised, so of course I said that was not a good solution.  I have e-mails where I asked to speak to the owner as [redacted] advised she could not do certain things without the permission of the owner.  I also requested in e-mail and over the phone for a detailed invoice showing how they got to the $296, and I was never provided either of those things.  A quality card was supposed to be left at my house at the end of the clean and that did not happen either.  The last conversation I had with [redacted], she proposed the idea of having a crew come to my residence and cleaning the downstairs, or spending a portion of time there to resolve the issue which would not involve any additional charges to me.  I told her I would be open to that idea and she told me she would have to check with the owner and get back to me.  After another month of no follow-up, I contacted the business advising I wanted my refund as I was tired of trying to work with them to have them time and time again say they would follow up and then not call back.  It should not be my responsibility to have to keep tracking them down when they advised they would follow up and I am even more surprised going through this process that they are being dishonest in their responses.  All I wanted was what I was quoted and what I paid for.  If I was quoted certain things would be cleaned for at most $296 and some of those things were not done, then I should be refunded for the items that were not done.  It is simple customer service.  Same with getting back to people when you say you would respond with follow-up.  I have been more than patient since my intial appointment was the first week in May.

Regards,

Review: I received a quote for home cleaning services including explanation of what services would be included for that price. After asking numerous questions and being advised what the cleaning would include, I scheduled an appointment for May 8th while I was at work. I received a phone message the day before advising of a phone number to call if there were any issues. As I work a swing shift, I got home from work around 2am the following morning and went to bed. When I awoke, I walked through my home to notice a number of things quoted in my price had either not been done, or not been done well. In addition, I was told I would be left a detailed invoice with the names of the employees and total price charged, which did not happen. I called the phone number left on my voicemail about 10am and left a message as I knew they worked on Saturday and I wanted a supervisor to come out and see the work that had been done to give them an opportunity to correct. I scheduled the specific date for the clean as that Sunday was Mother's Day and I was hosting a large family event at my home. I did not receive a call back by the close of business Saturday and, as a result, was forced to clean the items Maid Brigade did not handle and I recleaned the items they did not clean well. By Thursday, May 14, I still had not received a call back from them and so I called again and left a message. I had a few communications with a customer service manager and each time I was promised a response or call back, it took weeks and I had to reinitiate contact. I never received the itemized receipt I asked for, only a receipt showing the total charge. Additionally, during our last phone conversation, the manager advised she would discuss options for resolution with the owner and then follow up with me. After over a month lapsed with no return call, I e-mailed the business advising I would be filing a complaint if they did not refund a portion of what they charged me for the services that weren't completed. I received a voicemail from the customer service manager advising she "wasn't allowed" to resolve my issue with a refund, even though I had followed their proper protocol to allow them to come reclean my home the day after my initial clean and they dropped the ball. I have been more than fair on this issue and over 3 months is totally ridiculous to resolve a customer service issue for the service industry.Desired Settlement: As previously discussed with the customer service manager, a credit to my credit card.

Business

Response:

I am so sorry Mrs. [redacted] feels that way. Maid Brigade has never been opened on weekends Saturday included, and we never will. Mrs. [redacted] bill was $326.00 but we discounted it to $296.0. We told her this and she just told us to send the invoice. That's the last we heard from her until last week. She did call and complain about the cleaning and insisted on a refund or she will report us to the Revdex.com. We do not put the names of our workers on the receipt, the receipt always has the company's name. Our guarantee is we will re-clean any areas we missed, or the customer finds unsatisfactory, we do not give any money back. she knew this as she was booked by our sales center. As soon as we realized she was not satisfied We offered to come back and re-clean the areas for Mrs. [redacted] and she refused. We offered her a gift certificate for $109.00 to use towards future cleanings, she refused. We offered to send 2 cleaning ladies for 1.5 hours to clean her home at some future date of her choice at no-charge she refused. We called her and left messages for her to call us back 3 days in a row, she did not call us back. We did try to satisfy this issue within our rules and policy, and we still want to work with Mrs. [redacted]. Maid Brigade has been in business for over 12 years and we have had very little if any un-happy customers our policy has always been that we will re-clean if we missed or made a error, we do not refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

When I received my initial quote, the top end of the quote was $296 and I was assured that was the most I would be charged, but the bill may be less once the crew got into my house. My credit card was charged $296 that day and the invoice I had to later request because it was not left at my house as it was supposed to be also said $296. Nowhere was $326 ever quoted me or displayed on any correspondence I received from the business until I spoke with [redacted] in customer service. So that is an error in their accounting and not a discount as they stated in their response. As for sending someone to reclean the areas not handled in the initial service, I had to reclean them myself as I had a large event in my home that weekend. So, of course, it would be fruitless to have people come back the next week to reclean what I already did. That does nothing to solve the problem of Maid Brigade not handling all areas that were specified to be cleaned in my quote. When I spoke with [redacted] after having to follow up with them after they did not return my call for nearly a week, she advised she would be willing to comp a portion of another clean, but yet again, that would involve me having to pay them again for the difference and still gave me no guarantee the work would be done as advertised, so of course I said that was not a good solution. I have e-mails where I asked to speak to the owner as [redacted] advised she could not do certain things without the permission of the owner. I also requested in e-mail and over the phone for a detailed invoice showing how they got to the $296, and I was never provided either of those things. A quality card was supposed to be left at my house at the end of the clean and that did not happen either. The last conversation I had with [redacted], she proposed the idea of having a crew come to my residence and cleaning the downstairs, or spending a portion of time there to resolve the issue which would not involve any additional charges to me. I told her I would be open to that idea and she told me she would have to check with the owner and get back to me. After another month of no follow-up, I contacted the business advising I wanted my refund as I was tired of trying to work with them to have them time and time again say they would follow up and then not call back. It should not be my responsibility to have to keep tracking them down when they advised they would follow up and I am even more surprised going through this process that they are being dishonest in their responses. All I wanted was what I was quoted and what I paid for. If I was quoted certain things would be cleaned for at most $296 and some of those things were not done, then I should be refunded for the items that were not done. It is simple customer service. Same with getting back to people when you say you would respond with follow-up. I have been more than patient since my intial appointment was the first week in May.

Regards,