Maidpro

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Good Morning, Thank you for taking time to let us know about your concernPlease rest assured we have resolved this for youYour credit card was pre-authorized prior to your clean, once your clean was completed we billed your card and released the pre-authorization, the account was never double billed, we did not collect a duplicate paymentThe pre-authorization should fall off in 1-business days depending on your financial institution, we have already released the authorization on our endHere is a copy of the original pre-authorization transaction for your records, verifying it was not a charge but only a pre-authorizationWe have also called to verify the pre-authorization was released MAID PRO WEST HOUSTON Terminal ID [redacted] Tran ID [redacted] Tran Type AUTH ___________________________ Date/Time 5/4/4:PM Card Type [redacted] Card Number [redacted] Response Description Approval Authorization Code [redacted] Total Amount $ If you have any further questions, we are happy to help youWarm regards, MaidPro Customer Care

Dear [redacted] , Thank you for allowing me the opportunity to share our experience in this homeThe original "estimate" that Mrs [redacted] agreed to came to $for hours of cleaningWe do tell our clients that this is just an estimate and to be fair if we need less or more time, we will reach out once we get to the home and see the actual condition of the homeUpon arrival to the home, I did reach out to let her know it was going to take at least an extra hour to finish the whole house because there was more build up than we took into account with the initial estimateShe didn't want to pay for any extra time and so I let her know that we would clean as much as possible with the time given and would focus on her prioritiesWe finished the whole downstairs, and any bathrooms upstairs but unfortunately were not able to finish the bedrooms upstairsOur cleaning Pro's hate to leave a job unfinished and even went above and beyond to spend an extra half hour cleaningI decided to not charge Mrs [redacted] for this extra time in the homeI spoke with Mrs [redacted] and offered to send her a check for $because she was upset about the pricing, but she declinedWe do pride ourselves on doing a very detailed clean and use our signature 49-point as a checklistWe have done a competitive analysis and although other companies and independents appear to charge less, their actual clean may be less detailed than our point checklistA home may be in the same condition each time a company cleans, but the time needed will no doubt vary depending on what is includedWe could have finished the whole house if we did a more superficial clean but we pride ourselves on following our signature 49-point checklistAlthough I do believe we communicated our procedures clearly and in addition to offering Mrs [redacted] a discount, I am happy to give Mrs [redacted] her desired settlementI have already spoken to her and she acceptedThank you for bringing this to my attention as we appreciate any and all feedback and use it as a tool for continuous improvement

We had a truck that broke down and we needed towing to get it fixed, first he told us that he could fix it within days and we had a load to be delivered that week, we told them of our situation and they gave us an extra days to get it delivered, Bulldog Diesel did nothing about our problem and had our truck in the shop for days, we got charged over $2,for the load that we were supposed to deliver and Bulldog Diesel messed up our truckHe overcharged us for the hood of the truck that he broke while in the shop, we first agreed on the rate of $3,for the fixing of our problem, after they broke our hood they told us that he wanted $6,or else they won't give us our truck backWe ended up paying him the $6,because we had no other choice and now our truck has a lot of problems with it, while its driving it starts to smoke and steam and it's impossible to drive and the fire department has to come out because of the smoke, this was not an issue prior to being fixed at b

I have been using Maidpro for over a year now and am very happy with their serviceI would highly recommend them

I would love to help this customer However, I need a name and telephone number so that I may speak wiith them

It is interesting that this is the first time the customer has said the service was not up to par She didn't mention this in her communication with our office, her Revdex.com complaint or on the other review site postings she has made Had she done so we would have provided additional service as that is part of our guarantee

MaidPro asked for my name and number They already have it, but here it is again: *** *** ###-###-####

Tell us whyGood afternoon. I was saddened to see this has been escalated to this level as I felt this was properly explained multiple times. On Wednesday, Nov1st we spoke to a women about scheduling a cleaning for Sunday, Nov19th. Based on the information the women gave us
about her home, she was quoted a price of $225-$and that the price would not exceed $270. The customer then told us she had a coupon for a “$Priority Cleaning”. She was then informed the coupon is good for man hours of cleaning at that price. I told her man hours would not be enough time to clean her entire home; however, I would be happy to apply that to the first hours. This then lowered her price to the agreed amount of $234. The customer gave us her credit card to confirm this amount on Nov1st. On Nov19th, the day of the clean, we received a call from someone different than we originally spoke toThis person did not understand the pricing as they thought the coupon meant there should $deducted from their clean. I explained to this person what the coupon was for and let them know the amount came to $234. The customer then wrote the check for $which is $less than the agreed amount. Our office staff then ran the remaining amount on the credit card as this was agreed upon from the original contact. On Monday, Nov27th we were contacted once again by someone different in their family. This is now the third person we have spoken to and never the original person who agreed to the cleaning or the amount from the beginning. The person who has submitted this complaint said they contacted us about a $cleaning, this is simply not true. We had never spoken to the person that wrote this complaint until Monday, Nov27th. We have only spoken to different family members and each were explained the pricing I did apologize to this person letting her know I’m sorry the information wasn’t passed along; however, this was all clearly explained to the person who scheduled the cleaning on Wednesday, Nov1st. We don’t feel as though refunding this customer is fair as we completed the service requested of us and did so with the utmost integrity Please let us know how we should proceed as this is something we take very seriously

Dear [redacted], Thank you for allowing me the opportunity to share our experience in...

this home. The original "estimate" that Mrs. [redacted] agreed to came to $305.56 for 6.5 hours of cleaning. We do tell our clients that this is just an estimate and to be fair if we need less or more time, we will reach out once we get to the home and see the actual condition of the home. Upon arrival to the home, I did reach out to let her know it was going to take at least an extra hour to finish the whole house because there was more build up than we took into account with the initial estimate. She didn't want to pay for any extra time and so I let her know that we would clean as much as possible with the time given and would focus on her priorities. We finished the whole downstairs, and any bathrooms upstairs but unfortunately were not able to finish the bedrooms upstairs. Our cleaning Pro's hate to leave a job unfinished and even went above and beyond to spend an extra half hour cleaning. I decided to not charge Mrs. [redacted] for this extra time in the home. I spoke with Mrs. [redacted] and offered to send her a check for $25 because she was upset about the pricing, but she declined. We do pride ourselves on doing a very detailed clean and use our signature 49-point as a checklist. We have done a competitive analysis and although other companies and independents appear to charge less, their actual clean may be less detailed than our 49 point checklist. A home may be in the same condition each time a company cleans, but the time needed will no doubt vary depending on what is included. We could have finished the whole house if we did a more superficial clean but we pride ourselves on following our signature 49-point checklist. Although I do believe we communicated our procedures clearly and in addition to offering Mrs. [redacted] a discount, I am happy to give Mrs. [redacted] her desired settlement. I have already spoken to her and she accepted. Thank you for bringing this to my attention as we appreciate any and all feedback and use it as a tool for continuous improvement.

Good Morning,
Thank you for taking time to let us know about your concern. Please rest assured we have resolved this for you. Your credit card was pre-authorized prior to your clean, once your clean was completed we billed your card and released the pre-authorization, the account was never...

double billed, we did not collect a duplicate payment. The pre-authorization should fall off in 1-2 business days depending on your financial institution, we have already released the authorization on our end. Here is a copy of the original pre-authorization transaction for your records, verifying it was not a charge but only a pre-authorization. We have also called to verify the pre-authorization was released.
MAID PRO WEST HOUSTON
Terminal ID [redacted]
Tran ID [redacted]
Tran Type AUTH
___________________________
Date/Time 5/4/2015 4:51 PM
Card Type [redacted]
Card Number [redacted]
Response Description Approval
Authorization Code [redacted]
Total Amount $256.55
If you have any further questions, we are happy to help you. Warm regards, MaidPro Customer Care

[redacted] contacted us this morning regarding his concern with our services.  [redacted] was not billed at all, we provided the $110 service free of charge.  In addition we mailed him a $50 gift card as an additional gesture of Goodwill.  
The attached...

screenshot shows the e-mail our GM sent to [redacted] this morning at 11:12am to resolve this matter.  We also attempted to reach him via the phone.  Please let us know if you have any questions.  We actually complied with the consumer's request before he even filed a Revdex.com complaint, but maybe he has not read his e-mail.  If he has any further questions or concerns, we are happy to speak with him.  
 
Best,
 
MaidPro of West Houston

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

We spoke with this customer when she called in to complain. After reviewing her video we offered her a $73 discount on her next cleaning as she paid by check and it had been deposited.  Instead she put a stop payment on her check, for which we incurred a $35 charge from our bank.  As a...

result, we notified her that we were going to charge her credit card for the cleaning, plus the stop payment charge.She wanted a complete refund instead of a refund for the time she said we missed.  We don't charge by the hour, but instead charge for the service.  At no time has she said our service was sub-standard, however she still wants a complete refund.  If you use her time from the video, the differential cost using her logic would be $12 for which we have offered a $73.  Also we did not charge her credit card $188, we charged less as I indicated previously.Three different people, including myself have communicated with her and explained the situation as best as possible. In addition I have given her my direct number, however she doesn't wish to talk. She wants her pound of flesh by submitting poor reviews and we are not willing to provide it.  I assume she will be reading this.  I hope that she understands that by providing false reviews she exposes herself to legal trouble.  I don't wish to go down that route, but will in order to protect my business.Sincerely,Peter T[redacted]###-###-#### c [redacted]

It is interesting that this is the first time the customer has said the service was not up to par.  She didn't mention this in her communication with our office, her Revdex.com complaint or on the other review site postings she has made.  Had she done so we would have provided additional service as that is part of our guarantee.

[redacted],

I would first like to personally apologize for how you feel about our company.  Clearly, you should have been responded to in a better time frame.  Unfortunately, [redacted] responded to your emails by calling you.  She did leave voicemails, but didn't reply to your...

email.  That was a mistake on her part.  As per your first request, we will mail a check for the agreed amount of $69.00 that you had previously agreed to in your email set on 04/18/14 @ 9:27 am.  Should you have any further concerns, please feel free to contact me at your convenience.

Sincerely,

It is interesting that this is the first time the customer has said the service was not up to par.  She didn't mention this in her communication with our office, her Revdex.com complaint or on the other review site postings she has made.  Had she done so we would have provided additional service as that is part of our guarantee.

services were not rendered.  Cleaning was sloppy and the service I paid for was not completed. I have no intentions of calling at anyone at Maid pro as they only seem to know how to hang up on customers. This is far from a false review, it has been my experience with this company. You will not intimidate  me by threatening legal action. I will accept a full refund and nothing less.

We spoke with this customer when she called in to complain. After reviewing her video we offered her a $73 discount on her next cleaning as she paid by check and it had been deposited.  Instead she put a stop payment on her check, for which we incurred a $35 charge from our bank.  As a...

result, we notified her that we were going to charge her credit card for the cleaning, plus the stop payment charge.She wanted a complete refund instead of a refund for the time she said we missed.  We don't charge by the hour, but instead charge for the service.  At no time has she said our service was sub-standard, however she still wants a complete refund.  If you use her time from the video, the differential cost using her logic would be $12 for which we have offered a $73.  Also we did not charge her credit card $188, we charged less as I indicated previously.
Three different people, including myself have communicated with her and explained the situation as best as possible. In addition I have given her my direct number, however she doesn't wish to talk. She wants her pound of flesh by submitting poor reviews and we are not willing to provide it.  I assume she will be reading this.  I hope that she understands that by providing false reviews she exposes herself to legal trouble.  I don't wish to go down that route, but will in order to protect my business.
Sincerely,
Peter T[redacted]
###-###-#### c [redacted]

Review: On October 7th I received a verbal quote over the phone for $133.00 which is a minimum charge for 3 hours of house cleaning. The cleaning crew, which consisted of 2 women, cleaned my condo for 2.5 hours. This time is less than the quoted amount and I should have only been charged for just the minimum charge of $133.00. When I reviewed my credit card statement they had charged me for $260.00 which is almost double of what they had quoted me. Maid pros had sent me an email with a four hour estimate with a price of $178.00, $44.50 per hour. It also states that they wouldn't charge me any more without my authorization. I have tried to resolve this issue with them and they have been unresponsive to settling this matter.Desired Settlement: I would like for Maid Pro's to credit my credit card account for the amount of $127.00. The difference in the minimum charge and the $260.00 they had charged my credit card for.

Business

Response:

Dear Mr. Harris,

We sincerely apologize for mischarging your account. A former employee misinformed us about your account. We had to access our telephone records in order to validate your statement which we found to be true. Please do understand it is never our intent to charge without authorization. We thought that we were authorized and only found out this morning that we indeed had not reached out to you via telephone for that authorization. A refund in the amount of $127.00 was issued to you card. Should you have any further questions regarding this matter, please contact me at ###-###-####.

Thank you for your understanding,

Director of Operations

###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,