Merry Maids - Franchise

Revdex.com:
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.  I would like to respectfully ask the Merry Maids representative to fully read my complaint. Their response references a cancellation fee, which is not related to my complaint. As I mentioned, based on my discussions with Julie, the amount being billed to me is for a cleaning service that was not performed per the contract. I am not required to pay for a service that was not performed.  The people that Merry Maids sent to my home did not perform the services listed in the contract, and spent less than one hour in my home. This poor service was consistent with all previous visits, and was well documented and clearly communicated to both Pat and Julie. The business response to my complaint is also inaccurate, containing several false statements. There were not numerous attempts to collect the alleged debt. I had a phone conversation with Julie on the day the service was not received, and aligned with her that no payment was due for this visit, as my house had not been cleaned. The only communication after this was when Roy called the next day, threatening me to pay the charges.  The next communication after this phone call was when I received the letter from the collection agency. All of this is detailed in my original complaint.  Another incorrect statement in the business response is in regard to my phone call to Merry Maids after I received the collections letter. I did not call to try and pay the alleged past due amount. I called to ask why I was being charged any amount, as I thought this matter was resolved based on my discussions with Julie back in April. I also wanted to get the last names of the Merry Maids employees involved with this situation, to use in my Revdex.com complaint and any potential litigation.  Again, I urge the representatives of Merry Maids to please fully read my complaint, and accurately respond in a way consistent with the resolutions I discussed with Julie over 3 months ago.
Regards,

Revdex.com:
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.  This last response by Merry Maids is false, as has been all of their responses to date.  My house was not cleaned and the services Merry Maids is charging for were not provided.  This was made clear during my conversation with Julie [redacted], when I was told I would not be charged for the remainder of the contract or the visit on April 23 when my house was not cleaned. The Merry Maid employees were at my home on April 23 for less than one hour, and not the various amounts of time claimed in different responses by the business.  Roy [redacted] called me one time, and I spoke to him when he called. He never called after that first phone call, and I have the phone records to prove it.  The last statement in the Merry Maids response is ludicrous and unprofessional. What I wanted when I hired Merry Maids was simply to have my house cleaned -  a service they could never seem to adequately provide.  It's a service I gladly pay to competent people today.  It's ironic that they mention "wanting something for nothing", as that is exactly what they are trying to attain - payment for no service provided.  From the beginning, the responses from this business have been hostile, accusatory, false and negligent. I refuse to descend to that level of communication. To be clear, I filed this claim because I will not be bullied by this franchise into paying "something for nothing".
Regards,

Revdex.com:
This letter is to inform you that Merry Maids has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/8/2016 and assigned ID [redacted]
Regards,

Revdex.com:
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.  
This response from Merry Maids is not true or accurate, and
is also presumptuous. As I’ve
consistently stated, starting with my original complaint, I talked with Julie
[redacted] the day in April that the services were not provided, and received a
threatening phone call from Roy [redacted] the day after. During my discussion with
Julie, it was agreed that the contract would be cancelled at no charge, and also
agreed that the visit that day, when no cleaning was performed, would not be
charged.  The day after, I informed Roy [redacted] of my discussion with Julie. I never heard from Merry Maids
again, or any collection agency, until over 3 months later, when I received the
invoice from Transworld. I then called Merry Maids and spoke to Julie to find
out why I was receiving this invoice. I did not call Merry Maids to make payment,
as claimed by the Merry Maids employee responding to this complaint. I also
called [redacted] and informed them I did not owe the amount invoiced, and was planning
to dispute the charges. I called Merry Maids a second time to get the last names
of the folks I had spoken with during my disappointing experiences with them.  I did not contact the Revdex.com,
or any other consumer agencies or social media sites (such as Angies List,
Consumers Union, Yelp, Google, Facebook, Yellow Pages, etc.) prior to receiving
the invoice from Transworld, as I wasn’t aware there was a billing issue until
that point in time.  I then decided to
file this complaint with the Revdex.com first, to try and amicably resolve this issue. 
I again respectfully ask Merry Maids to resolve this case and dismiss
these charges, as they are for services that were not performed.
I'm looking forward to your positive response.
Regards,

At no time did we tell her she did not have to pay for her last cleaning. Our Office Assistant Roy [redacted] called her at least 20 times to collect the money for her last cleaning with no response. After owing for 90 days, she was turned over to collections. That is our Company's policy. Julie NEVER told her that she did not have to pay for her last cleaning that the team spent 1 1/2 hours in. She does not have the Authority to do that. This customer owes for her last cleaning, and should also owe for cancelling her WRITTEN contract which I have already forwarded to you. This office has been in business for almost 20 years, with an excellent Revdex.com rating. This is ONE customer who decided that she wanted something for nothing, and filed this claim.

This charge was not for a cancellation fee. We DID NOT charge her the cancellation fee. This charge was for the last cleaning that was done for this customer. We did NOT charge the cancellation fee. Her credit card declined for her last cleaning. After numerous attempts to collect with no response,...

we turned this account over to collections. It was more than 90 days past due. She then called our office after receiving a call from the collection agency attempting to pay the past due amount. Once an account has been turned over to collections, we can no longer accept payment. She has to send her payment directly to the collection agency.