Merry Maids L P

Review: I hired Merry Maids to clean my house bi-weekly. I have written confirmation of what was to be done on the first cleaning & it was either not done or only partially done. When the branch manager & the service manager visited my home, they both agreed that my complaint was legitimate. Ultimately, the problem is that my card was charged $200.00 on 2-12-13 and $285.00 on 2-7-13 & I was told the total for the services I received would be $285.00. However, I could have chosen the following categories in the drop down 'nature of my complaint' menu: Failed to correct billing error, Processed unauthorized credit card charge, Failed to provide itemized billing, Failed to provide explanation of charges, Authenticity or validity of contract is in question, Failure to honor contract, Failure to respond to phone calls or written request for assistance or support, Failed to honor verbal commitment to provide refund, exchange, or credit, Sales representation misrepresents service, Sales representation not consistent with written agreement, Failure to provide invoice for service upon request, Services provided resulted in additional damage. I have everything documented through emails & pictures. I will gladly provide these supporting records. They broke 2 blinds, damaged a photograph in a frame, & left my house as they found it. Even after 4 attempts & 2 different maids, which is the only reason I'm not pursuing a full credit of $485.00. Although they haven't responded to me at all, I assume they feel justified because my contract states that I will pay the $285.00 fee that is waived for what they refer to as a deep clean if I cancel my contract prior to the one year agreement for bi-weekly cleaning. My stand on this issue is that they did not hold up their end of the agreement & damaged items in my house. Therefore, I should not be responsible for services I did not receive. I wish I had checked this site prior to hiring them because they have several complaints against them & I would have steered clear!Desired Settlement: Credit my card $200.00.

Review: Merry Maids came out with a contract to do an initial cleaning worth $450 for the price of regular cleanings, $120 if you agree to a contract. The initial cleaning job was pathetic and certainly not worth $450! I gave them the benefit of the doubt and allowed them to come out for the next couple of months. I would sometimes come home and not even be able to tell if they had been here. I would call and complain and they would come out "until we were satisfied" - That is total BS - the follow up cleaning was just as bad as initial cleaning job. I finally called and canceled the service and they charged me $330 for cancelling. This is the worst excuse for cleaning service I have ever experienced! How can you be charged for a service that isn't close to the standard that they proport to provide?Desired Settlement: Either come out and do the $450 worth of cleaning or refund the money charged to me.

Business

Response:

Hello [redacted]. I am writing in response to this complaint. We do have a 24 hour sastifaction guarantee. If Mr. [redacted] would have had any concerns he should have called we would have went back and fixed any issues he had. I know he was told this during the presentation and it is also on the contract he signed. He was also made very aware that if he dropped our service before he completed the contract that we would charge the 1st cleaning fee that we did not charge for on the initial clean. [redacted]

Thank you