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Maid Easy Inc.

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Reviews Maid Easy Inc.

Maid Easy Inc. Reviews (4)

Complaint: ***
I am rejecting this response because:Although the company offered to come back out once, it was made very clear from the phone conversation of the initial complaint that your company was basically a cleaning company for businesses, and "we're not Molly maid" so we don't cleansurfaces, we were only hired to clean the baseboards fans and bathroomsWhich was not stated when hired by my husband, nor was it stated when the cleaner came to cleanThis statemant was made when the complaint was made. To make matters worse, the baseboards and the fans were not cleanedThis was a complete misrepresentation from the conversation that the company and my husband had made when inquiring about the service at the beginningAdditionally, the person that was sent to clean our home was a third party contractor who was assigned by the initial cleaning personThe person who came did not know anything about the details of the job to be doneAs such, I do not trust this company to send someone that is insured and bonded to clean my home given that the person that was sent was not a regular employee, and clearly did not know that they were supposed to clean "baseboards and fans." The communication within this company is flawedAs to the pictures of the unfinished work, that was sent to the company by way of the Revdex.com complaint
Regards,
*** ***

Per our conversation regarding the 11/11/14 complaint, Maid Easy, Inc. stands by it's initial statement in response to the complainant. Maid Easy, Inc. stood by its 24 hour guarantee return policy, (which our cleaning crew returns to the property in order to satisfy the customer by correcting any mistakes that were made). The complainant refused this offer twice. We also asked for photos to be taken of the property and areas that our cleaning crew may have missed, and a list it items of concern to be emailed immediately so that we can address them accordingly. An email was never received.   Again, we made every effort on our end to rectify the situation in order to maintain a good business/customer relationship but our efforts were not met by the complainant.    Have a great day!     
[redacted]

Thank you for your feedback [redacted], and we apologize that you were not satisfied with the clean. Our company has been in the cleaning business for over 12 years and we have always had 100% customer satisfaction. As I mentioned to you last week, when your husband initially called me to set up...

the clean, he was well aware we are not a service to compare to Molly Maids as we are more of a deep cleaning company, not a housekeeping company. He did in fact let me know you had been using Molly Maids, (whom must not have ever cleaned your walk in bathroom shower or sink, I am assuming)? and your that home had been kept up. He said you simply needed a touch up before an inspection of some sort. Your husband and I went over what our services Maid Easy, Inc. would be providing for you (which are outlined below). I made it very clear to him that we do not make beds, do laundry, dishes or other general housekeeping.  We do baseboards, window sills, floors, bathrooms (which Winson said were not heavy, but the pictures I have attached tell a different story, and we used a lot more chemicals to tackle your walk in shower and sink, and we did not charge you extra). Our customers are charge a flat fee, which means the price does not fluctuate even if we are in the home the entire day. As your husband was aware, our estimated time of completion would be 2-3 hours. We also were not aware there would be someone in the home, along with a young child, as we usually require to clean alone so that the home stays clean and fresh until the customer arrives to inspect home. My crew member was there close to 3 1.2 hours, which is the correct time frame for the items we were scheduled to clean by your husband (see below):  
 
This itemized schedule reflects the conversation your husband and I had and was typed in our program while scheduling appt:
PER WINSON: xxx-xxxx CELL
WIFE: xxx-xxxx[redacted]
[redacted]
KNOLL CREEK SUBDIVISION?
3X2 1/2 2,000 SQ FT TWO STORY. JUST CLEAN: BASEBOARDS, FLOORS, BATHROOMS, CEILING FANS. NOT HEAVY WAS USING MOLLY MAIDS BEFORE. JUST A TOUCH UP PER WINSON
$175 PLUS TAX = $189.43
rec'd cash $190.00 
 
When you and I spoke, I was very much willing to do what I could to make you happy, but you also were not aware of how your husband set up the cleaning and you said to me that you need to speak to him as there must had been a miss-communication. You were going to call him and then call me back. I never received a phone call from. A few moments later your husband called, he was very pleasant and agreed that there was a miss-communication and he was apologetic. He said he was in the customer service department at Lackland AFB and understands how frustrating complaints can be.  I also offered my email address, asked him to take photos of the items you felt we missed and I could certainly have a crew to go back or we can discuss other options. He said he would get home, talk with you and we could come up with a resolution. He also said he would email photos and a list asap.  As of today, no emails or phone calls have been sent to me from either one of you. 
 
I was very pleasant and professional to both of you, and I was more than willing to resolve this dispute. Maid Easy, Inc. guarantees customer satisfaction and we value our spotless reputation.  The Revdex.com complaint was not necessary, as I followed standard protocol for resolving your complaint before I received this notification from the Revdex.com. I feel this is an unfair report on our company, as you nor your husband allowed us the opportunity to kindly handle the issue as we discussed last week. 
 
Sincerely,
 
[redacted] 
Maid Easy, Inc.

Complaint: [redacted]
I am rejecting this response because: As you will see from the following information provided, a refund would be the most appropriate response to the issues we addressed with your company. This is actually [redacted]’ husband responding and as you mentioned in your response, I have been in the United States Air Force for over 16 years, not only do have I worked in Customer service, but I have also been responsible for training hundreds of our nations Airmen on how to respond and take care of customers. In addition, I am currently in training at Lackland Air Force Base/Stationed at Randolph AFB, TX. I am going to start by addressing your response and then I will outline all of the issues we had with the service provided by your company.   First, when I contacted your company to set up service I did mention that we were used to being serviced by Molly Maid. You specifically stated that your company “was not” Molly Maid and you did not wash dishes or clothes. You did not mention any additional limitations or restrictions of service nor did you read a full listing of services, e-mail any type of service contract. Based on this information alone it was assumed that all basic House-keeping actions would be taken by your employee. Due to your marketing yourself as a home-cleaning company I explained that we were preparing for an home inspection in two days and would need the “basic” house-cleaning items taken care of to include (But not limited to) our floors being swept/mopped, vacuuming of carpets, cleaning dusting of fans and baseboards cleaned. You explained you would convey this to your employee and they would be there until the job was done-Not an hourly rate. It is important to mention the items we mentioned above because as you mentioned below your company is a deep cleaning company and only one of the items listed above was actually cleaned. I did mention one of our relatives would be home to ensure your employee was let in and that our home was monitored while we are at work; you implied that some of the crumbs that were left on the floor occurred after your employee completed her assigned duties, but this was not the case as our children were in school prior to my wife’s arrival so they could not contribute to the crumbs that were left on the floor by your employee As mentioned, my spouse arrived home and walked through the house identifying all of the issues Moving on to the next points we have attached photographs to ensure you can see exactly how many items listed were not cleaned as per our previous conversation and she called me furious about the lack of cleanliness and also the information she was given from our relative. When I contacted you, you and I were both very professional and courteous to each other and I appreciate you listening as this was prior to you having any opportunity to follow up with your employee—However, when I spoke to you on the phone and we discussed some of the potential disconnects between our conversation and the actual items accomplished by your employee, I had not arrived home yet: Contractor/Sub-Contractor: Your contractor mentioned that she was not actually assigned by your company and that she was actually filling in for someone else. This leads me to believe that there was more than enough opportunity for a miscommunication to occur and in addition opens up a whole new can of worms about accountability and you actually not knowing who you are sending into people’s homes. When asked who your company was, the sub/sub-contractor that was cleaning stated she did not even know. Someone was in my home that was not accountable by your company and this person was also taking photographs of our home…This takes me into a whole new can of worms and another direction that I will not go into right now only because I do not want to fail in addressing the additional items of concernFloors/Mopping: the kitchen floor was mopped, but not completely clean and the floor was sticky as if old mop water was used to go over the floor instead of clean water. The Laundry room tile was not clean and the floor did not seem to have been moppedVacuuming (Photo attached): Upon first glimpse it would seem that the vacuuming was completed…But once you actually looked at the floor you notice that although there were vacuum tracks…Nothing was picked up by the vacuum. Crumbs, lint, hair, etc, remained on top of the carpets. This would seem as if the contractor’s vacuum was not working and this again brings me back to my point about accountability (People and equipment).Base Boards (Photo attached): The base boards were not cleanedFans (Photo included): The fans were not cleaned   I could tell the bathroom was cleaned and noticeably there was some time spent on the shower based on your pictures, but I did not expect nor did I request that your employee spend 98% of her time on the shower and not clean the other items listed…In addition, we did not know that you were sending only one contractor to complete a 2K foot home – This was where I explained there may have been a miscommunication as you explained your company would not leave until the job was complete and this was clearly not the case. None of the items we were concerned about for the inspection were cleaned per our conversation. How could your business expect to honestly have accountability of the work completed by your contactors if you are relying on photographs to confirm what was completed?  Anyone could take the credit for the trip and in addition this does not identify issues like the ones we have outlined for you above.  As you can see a refund is in order based on the items addressed and the photographs we have provided. Why would we request you send another sub/sub-contractor to our home? In addition the inspection is now passed.  
Regards,
[redacted] & [redacted]

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