Merry Maids

Dear Mr [redacted] We take customer service as our #priority As you stated in your complaint we have replaced numerous items in your home from the beginning of your contract This is very extreme in a short period of time to have this many issues Today, I received a call from my cleaner stating that you were yelling at her about your floors and demanding that we pay for carpet cleaning The way she was treated and the demands that were made were unacceptable Because of this, I called you to tell you we would be no longer cleaning your home During our agreement, we have given you free cleanings, repaired your oven, and replaced your microwave I feel that we have went above and beyond to satisfy you as a customer In this situation I feel that we can not satisfy you in the ways you request You will not be charged for today's cleaning Our agreement was to clean your home for cleanings and the early termination fee would be $ We will waive that fee given the circumstancesIf you have any further questions or concerns, feel free to call Sincerely, Brett B [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I inspected the apartment after the crew left and by the way I was there when they finished I found a couple area not cleaned to my satisfaction but it's done now I am still mad about being told that the cleaners would be there between and pm then they show up at noon looking for me That was very unprofessional in my mind to tell a customer one thing then do another I had to rearrange my whole day because of that I live a half hour away so this was extremely inconvenient Maybe in the future Merry Maids should inspect the property first, then quote a price like most professionals do before they start a jobThis +/- $is a bunch or crap, you people are getting away with murder Regards, [redacted]

The last cleaning we did for [redacted] was on 11/14/ His first cleaning was on 9/11/ Customer complained about almost every service they received I was told by several cleaners *** *** would stand and talk to the girls while they cleaned a room then call the office after they left and tell us they didn't clean that room They have a four year old grandson living with them who would go behind the cleaners and mess up a room and they would have us re-clean the room before we left In nine visits we sent five different cleaners at the customer’s request I offered them yet another cleaner when they called to cancel the service On the 10/14/visit the power steering line on one of our cleaner’s car came lose and leaked on the driveway I contacted [redacted] and suggested she find someone she was comfortable with to clean the driveway and I would pay for it She agreed but, could not find anyone I contacted a company and they went out on 10/24/to clean the driveway [redacted] contacted me after the cleaning and asks me to come out and look at the driveway I told him I would be there on 11/4/and he said he would be home I arrived at the home and looked at the driveway and took pictures I rang the doorbell twice and knocked twice and nobody was home When I returned to the office I called and left a message that I was there and for him to call me Two days later on 11/6/when I hadn't heard from him I left a second message for him to call me I never heard form [redacted] after that We waive the first time in cleaning fee for customers if they agree to take a minimum of cleanings If they do not they can be charged back the first time in fee We did not charge [redacted] the first time in fee of $ I also credited him back for the last two cleanings in the amount of $ I also paid for the cleaning of the driveway at a cost of $ I explained all this to [redacted] the last time I spoke with him on the phone Waived first time fee: $ Credit two cleanings: $ Roth Pressure Cleaning: $ TOTAL: $ We have done everything we can do to accommodate [redacted] and feel his request to replace the driveway is unreasonable

Initial Business Response / [redacted] (1000, 6, 2015/07/24) */ Contact Name and Title: [redacted] Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @merrymaids.com We have a 100% service gaurantee and offered to this cleaningWe have changed teams, performed quality checks, and have called to confirm that we are meeting her standardsIf anything was missed we would definitely return to fixWe were refused the opportunity to make the gaurantee with her As to the key, it was immediately returned to her

Per a recommendation from my parents, who have used Merry Maids for years, I contacted the Merry Maids near me in Alexandria for a mocleanWe had just purchased our first home, and were looking for a company to do a thorough cleaning before our moday I scheduled our appointment for Thursday, March 24th in the afternoonAs part of the moclean, I was told that they would clean in all our cabinets, clean all the surfaces, floors, bathrooms, baseboards, etcI also specifically asked about them cleaning the windows, and requested the maids did soThursday, March 24th arrived and the maids met us at the new house for the cleanThey were there for a few hours, and then left sometime in the mid-afternoonMy husband and I did not inspect everything they had done at the time they left, but did a quick sweep through the house and thought everything looked in order The next day, Friday, March 25th, our movers came and went and it was time to unpackAs we started unpa

They quit coming out to clean our house and sent me a letter the end of June as they sent me to collections for canceling
We have had several issues with merry maidsThey came out first and stayed til at night cleaningThen the next time they came out to clean they did not clean the shower and had several issuesCalled several times and complainedOne of the cleaning ladies let dog out of cage and when she left did not lock her back up and she tore up a pair of my ugg boots that I just got for my birthday that I haven't worn yetThey quit coming out and cleaning without telling upWe got no notification that they were stopping and they quit coming in JanThe end of June was the first time we have heard from them and it was a collection letter that they sent without any information priorWe assumed they just canceled us and wasn't coming out anymore and had to get someone else to come clean our house

Dear ***,
We take customer service very seriously here at Merry Maids and I am sorry you feel your cleaning was not satisfactory As I stated on the phone, the error occurred when transferring your estimate over to the computer You were never charged extra for any
rooms The agreement you signed remained the same and the charges reflected in that agreement were not altered
We definitely never want any of our customers to feel cheated or robbed We have an excellent rating and have very high rankings in reviews I have refunded your account the full amount, which will hit your account in the next days I am sorry we could not satisfy you and wish you the best
Sincerely,
Brett B***
General Manager

Business states consumer has been refunded and issue is resolved

Per a recommendation from my parents, who have used Merry Maids for years, I contacted the Merry Maids near me in Alexandria for a mocleanWe had just purchased our first home, and were looking for a company to do a thorough cleaning before our moday
I scheduled our appointment for Thursday, March 24th in the afternoonAs part of the moclean, I was told that they would clean in all our cabinets, clean all the surfaces, floors, bathrooms, baseboards, etcI also specifically asked about them cleaning the windows, and requested the maids did soThursday, March 24th arrived and the maids met us at the new house for the cleanThey were there for a few hours, and then left sometime in the mid-afternoonMy husband and I did not inspect everything they had done at the time they left, but did a quick sweep through the house and thought everything looked in order
The next day, Friday, March 25th, our movers came and went and it was time to unpackAs we started unpa

The customer has been credit the disputed amount and her key has been returned This matter has been resolved on our end

Date: June 2, Attention: *** *** Reference: *** *** Complaint (ID #: ***) I apologize for the delay in responding to this complaint, however today is the first that we were made aware of this complaintWith regards to *** ***’s complaint, there are several facts that are
not factual in her statement of the problemsThe customer was not promised an to week time frame from start to finish for completing their homeThe customer’s contract clearly stated that their home would be completed within days of work commencingThe customer signed a contract with us to build them a new home on November 18,2014, However, we did not receive the deposit to order the home from the bank they chose to work with until February 25, The home was then promptly ordered for the next available time slot to deliver and set the homeThe customer’s home was set on the foundation on April 13, Prior to this complaint being filed on May 14, 2015, the drain lines for the finished basement were run, the basement floor was poured and the electrical service was installedAlso prior to this complaint being made, our crew was there to start working on the interior finish, exterior siding and to frame out the interior walls for the basement layoutSo for the customer to say that it has been, over weeks and no work is being done is completely inaccurateOnce the framing was done in the basement, the basement electrical was roughed in and right now the plumbing & HVAC is being completed so that the finish crew can come back to finish the rest of the home and the basement interiorWhile we are sorry that this customer has issued this complaint and we are making every effort to get their home completed in a timely mannerWe hope in the end, the customer will be happy with their new home and the quality that we strive to maintainThank you!

Mr***
Your oven door has been ordered and is on its way
Sincerely,
Brett

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The company is not sending out invoices and phone calls like they claimI check my phone records and no calls were received on the dates they claim It is not a fair or proper was to run a company. Once I receive a proper invoice, I will be happy to pay for their serviceI do not deserve nor will I work with a threatening collections company.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

[A default letter is provided here which indicates your
acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** *** I want to make note that I have not been contacted by matthew but I do accept the offer *** *** *** *** *** *** ** ***

Complaint: ***I am rejecting this response because:
You stated I had yelled at her which was not the case, I pointed out that she was leaving a trail from her shoes through my house in a voice and toneI asked her to wear covers or remove her shoes in the same voice and toneWhen she declined I asked if my carpets would be deep cleaned, NO demand of this was made, it was a simple questionI felt asking this question was fair and reasonable to ask if she was going to continue to track dirt and grim across my carpet which not all would be removed with a simple vacuumingThe reason that you had given the discount is because your employees had damaged my items to the point they could not be repairedYou had inspected my oven and stated it could not be repaired so you would buy replacement partsAt this time you also told me that the cleaners had not done a good jobMy microwave was also not operational after Merry Maids had broken the hinges of off the doorAny decent business would replace the things they broke and I do not think asking for items Merry Maids broke and admitted to damaging is out of line.Yes, you bought one of the pieces of the oven(the cheaper of the pieces broken pieces) and did not fix the othersI feel finishing fixing the damaged oven like you stated you would do therefore keeping your word is the appropriate solution to this issueNothing in my home home should be in worse shape after having Merry Maids clean and if they are they should be fixed or replacedYou have also stated that multiply item have been replaced (2/damaged item have been replaced) and that it is an extreme in a short period of time to have this many issuesI fully agree and think this is a reflection not of me, but rather of your staff and company as a wholeAny customer would want items Merry Maids broke or damaged to be fixed or replaced. I don't believe the items the cleaners broke in any way are my fault, nor do I feel I am out of line asking for things your company breaks or damages to be fixed or replacedBrett, you are trying to make it sound like it is an unreasonable request to want my oven fixed when Merry Maids caused and admitted to causing the damageThis is far from an unreasonable requestYou can not go into someones home break their things than say you have went above and beyond to satisfy me or anyone as a customer especially when the items you have agreed to replace haven't been replacedGoing back on your word is far from going above and beyond to satisfy me as a customerFixing the items and giving a discount for the inconveince and/or lackluster job is still not above and beyond, but standard business practices for morally sound businessesDoing the job which was agreed upon would not even be going above and beyondYou have not went above and beyond by refusing to replace ALL damaged itemsAbove and beyond is not choosing which items you will replace and which you will notFault on your part has been admitted and your word has been given to fix ALL damaged items and that is all I ask forI feel as if my request to have the oven door be replaced that was damaged by Merry Maids is far farom an unreasonable request.
Sincerely,*** ***

I find it very odd that for six months you told me you could not locate the part, it was backordered, or it was unavailableI had a feeling I was being blown off by you and you locating and ordering the part within hours of me filling a complaint with the Revdex.com as well as Merry Maids corporate office proves that yes you were in fact blowing me offThis is a very unprofessional way to handle business as well as the way you have acted through this entire process has been anything but professionalThis not only looks bad upon you, but upon your business and the Merry Maids brand you represent as wellYou responding with you aren't going to charge me for the last cleaning or the termination fee is also a poor attempt at you trying to make yourself look like you are doing me a favor which you are notNo cleaning was done, in fact my home had muddy foot prints throughout it, therefore it would be ludicrous to charge me for your staff dirtying my home and leaving it unlockedAnd as far as the termination fee goes, you ended the contract not me

Dear Ms***,
I am writing in response to your letter regarding your complaints with the spring cleaning we performed for you on July 17,I was aware that a glass shelf from your refrigerator was broken while the cleaning team was attempting to clean it in your kitchen sinkI
knew that we needed the model number from your refrigerator in order to replace itWhen *** *** went to your home on Saturday July 19th to get the refrigerator model number, you pointed out several areas that were unsatisfactorily cleaned, so she stayed and re-cleaned those areas to your satisfactionWhile she was at your home, she discovered that pieces of glass from the broken shelf had fallen down inside your garbage disposal rendering it inoperable
The following Monday we began the process of locating a replacement shelf, and also what we would need to do to repair your garbage disposalNone of the local appliance stores we contacted had the glass shelf in stock, so we needed to order it onlineWe also discovered that a special tool was required to remove the garbage disposal*** *** husband, ***, is a maintenance supervisor at *** *** and he had access to this special toolWe ordered the replacement glass and notified you that we would make the repairs when the glass shelf arrivedWe anticipated being able to make the repairs while you were away on vacation the week of July 28,
The replacement shelf did not arrive until Thursday July I was on vacation Friday August through Wednesday August 6th; therefore I was not available to perform the installation myself* *** and her husband *** agreed to repair it in my absence, but they too were out of town the weekend of August 2nd and 3rdWhen you called our office Monday August 4th to complain about the repairs not being completed, *** arranged to meet you Tuesday August 5th after work to install the new shelf and repair the garbage disposalI had authorized *** to purchase a new garbage disposal if necessaryAfter she and *** spent hours removing, disassembling, cleaning, reassembling, and re-installing your garbage disposal, they determined that the disposal was working properly and a replacement disposal was not necessaryYou mention in your letter that the disposal is working properly, and I trust that it still is
Ms***, I do apologize that these incidents occurred in the course of what should have been a routine cleaning of your homeWe did make reasonable efforts to address and correct each issue, including re-cleaning your home on Saturday July 19th, and working Tuesday evening August 5th after work hours to install the new refrigerator shelf and repair your garbage disposal
While we were able to address and correct all of these issues, I do understand there had to be a level of frustration on your part in dealing with these inconveniencesIn recognition of such, I have enclosed two (2) *** gift cards for youI hope you can make use of them, and again, I apologize for the inconveniences that we caused you
Sincerely,*** ** ***

Mr***
Your oven door has been ordered and is on its way
Sincerely,
Brett

I retained Merry Maids services to clean my townhouse which had been unoccupied for two months I was extremely disappointed with their attention to detail After sending them pictures of the subpar job Merry Maids returned to reclean the toilet, dust and remove dust webs from the corners of the walls To my surprise I still had to go over the toilet to remove what they deemed as a permanent stain (miraculously I was able to get it out), and remove dust webs I would not recommend this Merry Maids at all

Hello Will have prop picked up after he receives the new version which should be by the next week nowProduction co has been slow Thank you ***