Maid in Apex

The staff threw out our personal belongings. We hired Maid in Apex to come out to clean on 9/29/14. We were not home at the time of the cleaning. When we returned we found a note that the crew decided not to complete the cleaning because they didn't like the smell of our cat litter (which had been cleaned that morning, and the owner knew we had cats when she agreed to accept us as clients). The note was very offensive. We found out later from talking to [redacted], the owner, that the crew had called her when they arrived and told her they didn't want to do any work but she told them to do the first floor. It appears they were mad about that and they took it out on my house. They rearranged things all throughout the first floor - putting countless things in other rooms and in places that made no sense. But the real issue is what I found in our trash bin outside our house - our belongings.Among the items thrown in the trash: - my 2 year old daughter's large painted caterpillar that she decorated - it was actually crumpled up into a ball. It had been attached to our playroom door. - a brand new board book- 2 children's magazines that had been in our book box on the floor- blocks, a kitchen spoon, 3 chapsticks, play money, several magnets, my daughter's sock, play silverware, a play phone & a large puzzle piece. None of these items can in anyway be construed as trash. The play items were all located in our playroom or in our play kitchen and could only have been thrown away intentionally. I took pictures of some of the items I recovered from the garbage. We paid $140 by check but put a stop payment on it which cost us a $36 fee. Desired SettlementI would like an apology and a refund of the $36 stop payment fee that we had to incur. Business Response Thank you for your recent concern regarding cleaning performed at a clients home. I greatly appreciate feedback from my customers. Having worked with families throughout Wake County for more than 14 years, I value customer feedback and am disappointed that we failed to meet a clients expectations.Our staff prides itself on providing high quality service and creating a clean pleasing home environment.Unfortunately, it appears that there was a misunderstanding related to this home cleaning and items discarded. Fortunately, as the client has indicated several items found in trash. It is our policy as well to document for future reference before and after photos of job site while respecting privacy and identity of homeowner, house address and children.It is not our policy to discard a customer's personal belongings; and, it is outside the scope of our services to redecorate a customers home. What I do see, and am happy to provide to the Revdex.com for your review are separate rooms which were swept prior to being vacuumed, creating piles of dust, dirt, hair and debris, which yes, some childrens items were entangled in. While my manager used her discretion, several small items were thrown away that were considered in her oppinion to be a health hazared for a child who could poteentially put in thier mouth. These items were in swept piles of dirt, cat hair,and feces from under and around sofas,and other furnishings. My manager moved the sofa and loveseat, and replaced back in original location assuring client a clean and sterile environment when they returned home, as indicated in photos.Additionally, I note from photos of job site, that many items were stashed, stacked and loose throughout home, which my manager, did move in order to clean thoroughly. My manager indicated to me, and I too can see that puzzles, games and play toys which were in dining room area and throughout house were tidied up and placed in playroom in an organized manner for client.Our attention to their home and the things that were indicated in complaint were not done out of anger, or malice but with the intention of cleaning every area possible of clients home.As for the 2nd floor not being cleaned, I was aware that homeowner rescued cats, and has 5. I also noted at time of estimate, that a distinct odor was evident, however, it was my understanding it was contained in litterbox. The day of service, I was contacted by manager that there was an overwhelming odor of urine on the second floor, and it was causing respiratory distress. I asked her if litter was cleaned and she did say yes, however it was in her opinion, that cat spray was trapped in carpeted areas. Cat urine contains concentrated amounts of ammonia that does become stronger over time. Short term effects associated with car urine range in symptoms from headaches, nausea and watery eyes. Combined with cleaning agents including bleach used in bathrooms which are in close proximity to carpeted areas, these symptoms could be even more magnified, and pose a health risk. Knowing that client had company arriving the following weekend, I asked my manager if the "trigger's" of the upstairs were also as evident on the main floor which consists of hardwood flooring. The cleaning team was able to complete a deep clean on main floor. I instructed her to leave a note apologizing for not being able to complete clean, but the urine smell was overwhelming and made it difficult for team members. At that time, per my instructions she left a partial refund.Total time in house, 3 member team, 3 hours, 9 man hours total for one floor. The pictures clearly show the before and after results and hard work performed by my employees.I reached out to client immediately the following morning to resolve their concerns. I did not hear back from client until late afternoon that day, where I compassionatly listened and apologized that we failed to meet their expectations, and that I do value comments which would be reviewed with my team to ensure cleaning policies are followed.I also asked client for copy of letter which she stated my manager called their home disgusting. I have not yet received this note. Client has stopped payment on their original check, causing additional bank fees to Maid in Apex,cost of labor, and supplies.I do wish to thank the Revdex.com for following up and allowing me to address any comments made and apologize for not meeting clients expectations.Consumer Response The items thrown away were not choking hazards. It is inconceivable how someone could mistake a large puzzle piece for a choking hazard for example. All of the items thrown away were like that - a book, sock, phone etc. To say these were choking hazards is laughable. And even if they were, it was not the right of a cleaning crew employee to decide what toys a homeowner should and should not give to their children. The response to my complaint is completely inadequate and does not resolve the issue. Furthermore, I did not know they were going to take pictures inside my home. I NEVER consented to that and feel that is a violation of my privacy. I have no idea what they are going to do with these pictures and frankly it is a safety concern for me, as outsiders can now know the location and identity of valuables in my home. I want assurances from the company that these pictures will be destroyed immediately. I am concerned about what other pictures they may have taken without my consent or approval. Final Business Response Thank you for the opportunity to address your concerns.As previously stated in our response dated October 6, 2014, we greatly value customer feedback and are disappointed that we did no meet your expectations. Achieving customer satisfaction is a primary goal of Maid in Apex. Unfortunately, it appears that we are unable to meet your expectations in this matter.As stated in our previous response , it is not our policy to discard customers personal belongings. We apologize for the misunderstanding related to the clean and items discarded. Maintaining client privacy is of upmost importance to our company. For training and quality control purposes, our team may, from time to time, take pictures of the before and after clean Upon receiving your request we have deleted any and all digital photos associated with your clean. We apologize if this was not communicated with you and hope you will visit our website under the "Customer Policies and Procedures" sections where this is addressed.Again, thank you for the opportunity to address this issue.. On behalf of Maid in Apex, we apologize for any misunderstandings We greatly value customer feedback and hope this resolves this issue. I there are any additional questions or comments please feel free to contact our office directly or via email.