Merry Maids

I am replying to your letter in regards to one *** ***, for whom we cleaned a home back in February of this year. First, let me state up front that Ms *** did not even see the result of our cleaning before writing her letter of dissatisfaction, so it would hardly seem appropriate
that she judge the quality of our services provided; that being said, I did speak personally with Ms *** the day following my receipt of the complaint, and at that time, Ms *** did express to me that she regretted sending the complaint to Revdex.com, as she had perhaps over reacted to the extent of her dissatisfaction. The basic failure here, for which my company does share in the blame, was in not having someone present at the job who was fully aware of the clients desires and/or needs, and as such, my staff wound up leaving the job prematurely, instead of cleaning all they could haveWhile we did not charge Ms *** as much as we originally quoted we might, which is favorable, the better outcome would have been to stay longer and clean more, even if it resulted in a higher bill; to this point, Ms *** and I are in agreement. I offered Ms *** to send a team back to the island and complete more cleaning, but she advised that would not be necessary, and we parted on mutually agreeable terms; I sincerely hope this job was resolved to Ms *** satisfaction

I am saddned that the consumer continues to be unreasonable I offered to refund $mainly because I recognize the crew was late That fact was never in dispute The threat of tarnishing our name is not appreciated and of course would be heard from his
side only The work was done, the time was spent, the rags brought back were filthy black , we were never given the chance to address the concerns of the consumer as he took matters into his own hands and continues to be unreasonable I strongly condemn his allegations that nothing was done and the threats made in an attempt to avoid facts and put pressure on us to give him a free cleaningI do not need to buy his silence and the facts speak for themselvesWe too will do whatever it takes to collect the money owed to us The fact remains that he disputed the charges and so we were not paid in addition to him refusing any reasonable solution, instead making threats As I know he too works in customer service, I know he is familiure with the tactics he is using as I am sure they worked for his clients in the past Not this time

Hello We have been in communication with ***. My venders have been trying reach him to correct issues. Please have him respond and the issues will be corrected. Thank you

This letter is in response to your letter dated January 21, 2016, regarding Complaint ID *** Mr*** admits that he received services from All Laboratories for which he is being billed for and that he should pay for the services he receivedHe also states that he is "happy to pay" what he
owesTherefore, MrBuford should work with the collection company to pay the outstanding balance to resolve this matter in the most expedient and efficient way.Respectfully, Guna ***Corporate Counsel & Executive Director

To Whom it May Concern, We apologize that we were unable to meet the customer's expectations and given the circumstances outlined in her complaint, we will go ahead and refund her account $205. Thank you,*** *** ***ManagerMerry Maids of
*** ***
*** ***

Complaint: ***
I am rejecting this response because: I simply feel his explantion at my home before and after the work was less than honest Obviously, they won't do anything to resolve this issue so I guess I'm just stuck Won't ever use them again and I won't recommend them either I understand he is a new business owner, however that is no excuse for being lousy at explaining what they do and exactly their pricing structure
Sincerely,
*** ***

I hired merry maids from fredericksburgThey quoted me one price then did extra work that I did not ask to be done then charged me for itAfter I called corporate the local superviser offered to refund me a small fraction of what they overcharged meI had to go behind them and reclean my shower floors and oven drawer My house is not that large and it was empty so it couldnt have taken over hours to cleanEspecially when it took min to clean the main floor when I was there Once they get your check they will be less than customer friendlyI am very disappointed in merry maids of fresericksburgI was willing to split the difference out of good faith but when they offered me less than half I am shaking my head

Negative experienceThey said l"top to bottom cleaning", until I asked if they were going to clean shelves above washer/dryer area ? Not that not included because we didn't remove everything on shelvesWell no one said we needed to do that! Did not vaccum or remove couch cushionsdid not clean winding staircase to loftdid not clean anything below their knees on furniturehad to call in other workers to hurry up & finish the jobWould never use them again, it was a $plus rip off

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedJoe was very polite and apologeticIt seems he is having problems with the creator of the product actually getting items sent outI hope future purchases will be less complicatedThank you Joe for taking the time and calling me to work this out
Sincerely,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Thank you for contacting Ashley HomeStore and making us aware of Mr***'s situationWe have spoken Mr*** and once we get their credit card expiration date, we will process the refund as promised

Dear Mr***
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***
?

The customer ordered a last minute cleaning online through our corporate website on 8/**On the website, it states that prices are subject to changeDuring our initial conversation on 9/*, Jonathan stated himself that he knew that the price might increase because he was unsure about what the
cleaning would entail and how long it would take our cleaners to finish the job I spoke to Jonathan on 9/** and he complained about the priceBecause of the confusion, I offered to credit his credit card $which he was satisfied with, his card was credited that dayWhat is upsetting about this situation is that the customer was fully aware that the price might increase and he did not let us rectify this situation before he filed a complaint with the Revdex.comAs far as the quality of the cleaning, we received no complaint from the customer, he did not call us to inform us that there was a problem, nor did he mention the quality during our conversation on 9/** ? ?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I reject the response from AIT for the following reasons:    1. In the year of 2012, I received invoices from AIT and paid the bill in full.    2. If AIT had billed me in April, May and June of 2013, for this dispute three (3) months in a row, I would have received the bill and paid it also. Mr. M[redacted] states they sent it to the correct address and I have had the same address for twenty-five (25) years. Perhaps one bill would have slipped my attention but not three.     3. If AIT had no recourse but to send this to a collection agency, why would they have waited three (3) years and nine (9) months? It makes no sense.I had no knowledge of this debt, and reasonably asked AIT to resume control, but it seems they have no intentions of being reasonable. The response from Mr. M[redacted] seems to be a standard reply to absolve AIT of all fault. It is my word against AIT, but I assure AIT, I do pay my bills when I am billed.
Regards,
[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 3 and 5 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 job. This +/- $50 is a bunch or crap, you people are getting away with murder.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/13) */
We are in receipt of your letter dated, July 3, 2015, and would like to respond to same,
An independent business licensed by Merry MAId5 Limited Partnership
On June 18, 2015, we took an order to do a "spring clean" on June 26, 2015, for...

[redacted] with an estimated time of four (4) hours; not to exceed five (5) hours. At the time customer explained that there were papers to be organized, which we felt, was not a problem. In a later conversation we were told to just put the papers in a pile and to find a place to put them out of the way,
Mrs William's mother was to be at the home to open and let us in. At approximately the 3 1/2 hour time frame the team contacted our office to advise they needed more time to complete this home. Windows were not done and they were working on the kitchen. We tried to contact Mrs. [redacted] and did not receive a response. We then contacted her mother, who said, and I quote, "if she wanted four (4) hours give her the four and she will have to be happy". I then instructed the team to only work four hours and to finish the kitchen and skip the windows, and to make sure the main living areas of the home were done.
Bottom line is: this is a large home, the girls worked the four hours, did not stop during the four hours and reported to us upon their return to the office that a "spring clean" with windows for a home that size should have been six eight hours, not the four hours that were allotted. One of the team members has been with us almost eight years and is very knowledgeable in estimating time in home,
At this point in time the above statements are all redundant, as Merry Maids has been in contact with Mrs [redacted] and as a "good will gesture" we have credited her account the monies that she was seeking.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As far as "accepting" the above response, that is still debatable. However, I do agree that it is redundant, as the issue has been resolved. After speaking with the manager,then owner, and finally the regional manager, I have been issued the patrial refund I had initially requested. The claim has been settled and is able to be closed at this time.

[redacted] called and wanted a move out cleaning of an apartment.  She was never quoted $150.  We charge an hourly rate of $80 per hour for 2 cleaners.  This was explained to her on a recorded phone call.  Merry Maids has a 24 hour guarantee and if [redacted] would have called back sooner...

with a complaint we would have sent a team over to fix any problem areas.  She called a week and a half after the cleaning.We explain our hourly rate and estimate about how long it will take to clean an average apartment for a move out cleaning.  For her apartment size it generally takes two and a half to four hours depending on upkeep of the place.  We did make one small mistake by going to the wrong place first so we arrived late and we made that right by calling [redacted] and offering her a discount for that.  At that time she said that even that discount did not matter as she was not the one paying for cleaning anyway.I regret the fact that [redacted] misunderstood the price but we do many of these type of cleanings each week and would have never told her the price was $150.We will continue to bill for the outstanding balance of the cleaning.

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 and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Unfortunately we can't control what is put on social media.  I for one know that every time I read that someone has bashed a business on social media, I always assume there is another side to the story.  It would be hard to stay in business if every time a customer wanted a discount or free service we had to comply under threat of bad remarks on social media.  It is kind of like extortion.We deal with this occasionally and it would be nice if people would listen while setting up the cleaning and also realize that eventually it will have to be paid for.