Merry Maids of Smith Haven

We have addressed [redacted] ***’s issueIt was an isolated incident and one that is not indicative of our serviceI have apologized profusely for the mishap and re-addressed this incident with my staff to be more careful in Customer’s homesWe are in the process of getting a check cut for [redacted] *** to refund her for her last cleaning and are also returning her key to her via registered mailI hope this satisfies the NYRevdex.com complaint [redacted] ***###-###-#### office ###-###-#### fax

We have addressed [redacted]’s issue. It was an isolated incident and one that is not indicative of our service. I have apologized profusely for the mishap and re-addressed this incident with my staff to be more careful in Customer’s homes. We are in the process of getting a check cut for [redacted]...

to refund her for her last cleaning and are also returning her key to her via registered mail. I hope this satisfies the NYRevdex.com complaint. [redacted]###-###-#### office ###-###-#### fax

Review: As per merry maids contract and brochure the entire house is supposed to get cleaned when they perform there services. Every time they leave .mind you it only takes them two hours to clean a 10 room house not to mention the upstairs hallway and down stairs foyer .they leave even though they miss alot of what there duties are to do..they leave so much dirt and dust behind.and countless times forgot to take out the garbage and sometimes just leave it on the front porch.with this happening my wife would call and they would then send someone back to take care of what they missed or had just forgotten..there contract/ brochure tells you what they are going to do but there girls dont do what they are supposed to do EVERYTIME they come.I dont have a credit card so I told them I could give them cash up front this way they know they won't cheated out of a cleaning.I gave them 450$ each cleaning is 148$ they come twice a month.the reason for me giving them so much up front was to ensure them I'm not kidding about hiring them and I would like them to clean my house..they told me it was ok to pay up front ..reason being if they can't get your credit card information how are they going to get paid if they can't get in..they charge a 50$ can't get in fee...no problem I gave hem 450$ down cash!!I have been using them for month's and the problem persists to happen.so the 450$ I put down I started to use it up because of not being happy with their services that we keep complaining about..more so not keeping up to there end of there contact..needless to say they won't come back unless I give them more money even though they have 158$ of mine.they told me on August **-2013 that the termination fee would be 350$.how fair is that if they don't keep there end of the contract.they don't do what they are supposed to do .the girls are very friendly and nice..but they are rushed because they are overwhelmed and pressured to get to the next house.sincerely [redacted]Desired Settlement: With all of the aggravation they put us through twice a month either give me the rest of my deposit back or clean my house one last time .they didn't keep there end of the bargain and gave us alot of aggravation .since this happens so much they now changed there ways as far as leaving a detailed description on what they did in your house . Now they just leave a card saying your house is now clean.

Business

Response:

[redacted] sign up for a 16 pack of Bi-Weekly cleanings on 5/**/13. He signed a Merry Maids Advantage contract that states if he should cancel our service for any reason he would be charged a cancelation fee of $450.00. [redacted] stated he did not have a credit card that we usually request from our customers, but that he would leave a deposit of $450. At the time that he left the deposit, he was told that this would be held for his cancelation/lock out fees or for his last three cleanings of his 16 package. He understood that & told us he would leave cash for each cleaning.

To date, [redacted] has had 6 cleanings. Each time we are there [redacted] was usually home, and would tell us the house looks great before we leave. [redacted] is never there for the cleanings. There have been two occasions that [redacted] has called us to let us know that she is not happy with the cleaning & we have gone back the next day to correct it. Cleaning is very subjective. some people can look at a room & say it's clean, others can look at the room and say it's dirty. While Merry Maids has a very high standard with regard to cleaning, their are some customers that are never happy.

Per our agreement [redacted] is suppose to leave cash for each cleaning. On 7/**/13 & 8/*/13 no cash was left. We called [redacted] to let him know. A few days later, [redacted] call telling us that she was canceling service and requested her deposit back. I apolgized that she was not happy and explained to her that the deposit was her cancelation fee. In speaking with [redacted], I told him that as courtesy, we would take payment for the last two cleanings ($148.60x2)out of his deposit. This would make his cancelation fee significantly lower. Instead of the $450 cancelation fee, it would be the remainder of his intial deposit - $152.80. I felt this was more than fair.

Very bad customer service. Yes, I had a last-minute change, I had a family emergency and wished to change the date of my FIRST cleaning from Merry Maids. While they were sweet as pie during the free estimate, it appears flexibility and customer service are not their strong points. During the free estimate Marc told me there were many dates open, but when I phoned the main office Joan was nasty to me, saying I could not re-schedule uuntil Late August. It is not the money they charged that I object to, it is the un-friendly attitude. At this point, screw it, keep the $304, I'll see you In Small Claims Court!

Review: Merry Maids has been cleaning my house since September. Their cleanings are often incomplete and-un thorough. I have called the office multiple times to complain about the lack of service being provided. On one occasion, I was provided with a free cleaning.

On 12/*, a cleaning service was provided. I was not present at the time of cleaning. When my ** year old daughter came home from school, she was overpowered by the smell of gas. It appears that, in cleaning our stove, the knobs were turned in a position to allow gas to escape. Luckily, thanks to my daughter's quick thinking and ability to get help to the house within 10 minutes, no injury or property damage was sustained. However, the windows of our home had to remain open for 6 hours to get rid of the odor.

I called the company that night and gave detailed information to the customer service number with instructions for a call back. When I did not hear back by [redacted] the next day, I called again. I left a message with the [redacted] to have the [redacted] call me back. I waited all day on [redacted] and did not receive a return phone call. I once again called this morning and left yet another message.Desired Settlement: I would like to be refunded for this cleaning and I also believe that Merry Maids' negligence should terminate the terms and conditions of whatever contract I have with them.

Business

Response:

We have addressed [redacted]’s issue. It was an isolated incident and one that is not indicative of our service. I have apologized profusely for the mishap and re-addressed this incident with my staff to be more careful in Customer’s homes. We are in the process of getting a check cut for [redacted] to refund her for her last cleaning and are also returning her key to her via registered mail. I hope this satisfies the NYRevdex.com complaint. [redacted]###-###-#### office ###-###-#### fax

Review: Work in house is unsatisfactory. Problem was addressed on several occasions and not corrected. Phone calls were not returned. Not getting the service agreed upon.Desired Settlement: Dissolve ties with company without penalty. Get out of contract which was discussed with management.

Business

Response:

We addressed this customer’s concerns on 7/**/14. [redacted] and I spoke on Monday 7/**/14 and we have agreed on a solution moving forward. I am still waiting on a dollar amount from her on a item that was broken during one of the cleanings. I plan to deduct this amount from an outstanding balance she still has with us.