Merry Maids

This is a follow-up to your letter of May 6, 2016, which pertains to the above-referenced 10 number.AlT Laboratories has researched the complaint filed to your office by Lax Montgomery. Our research indicates that the original and subsequent claims filed to Blue Cross Blue Shield of Texas have been...

appropriately adjudicated.Due diligence by AlT laboratories also resulted in the account being recalled from the applicable collections agency on May 10, 2016. The patient should no longer be subject to subsequent collection activities, and the outstanding balance on the account has been eliminated.We appreciate you bringing this matter to our attention. Please contact our office at [redacted], if you have any further questions.Sincerely, Phillip [redacted]Vice President and Chief Financial Officer

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 made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your...

Answer Here]
 
If the prop takes 3 to 4 weeks to make, I'm fine with that.  What bothers me is the fact that I was specifically told by Hauntedprops that I would receive the correct prop in a maximum of 2 weeks.  It's been over a month since initially receiving the wrong item and not once have they contacted me to just let me know it's running late.  It's always me trying to contact them.  A little more communication on their end would be greatly appreciated.  After submitting my initial complaint, Joe did call me and left a message.  He stated that my prop would be delivered to me after I returned the old one at my own expense.  The only reason I still have the original prop they sent me is because when I asked Joe what he wanted me to do with it he said "Just hang on to it for now and I'll have it picked up. I'll take care of everything."  Now that I've filed a complaint against Hauntedprops, Joe doesn't want to stand behind his word that they will take care of the shipping and make things right.  When I called Joe again to discuss the situation he did not answer and has not returned my calls.  How can any business expect the customer to pay return shipping costs when the business sent the wrong item in the first place.  It is not my fault that Hauntedprops made a mistake and I should not have to pay extra money to receive the correct prop that I ordered.  I would like Hauntedprops to cover any shipping costs as they initially said that they would. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I gave [redacted] a quote at her home on June 14, 2016. She needed it to be cleaned in preparation for placing the house on the market after some construction work. She agreed for the house to be cleaned for $550.00. I also gave her an option to pay by the hour ($120/hour). She chose to pay the...

quoted rate of $550. This price took into consideration the condition of the house at the time  – and there was construction dust throughout the home requiring additional attention. I told Ms. [redacted] that the job would take around 5 hours, but that our team members work at different efficiency levels and that the time was an estimate. Ms. [redacted] did not call our office the day of the cleaning (June 17, 2016) after the team left her house. She did not contact us with her complaint until June 22, 2016. The first words out of her mouth were “the girls did a great job cleaning”. Then proceeded to tell us that we needed to give her a refund because the job took 3.5 hours instead of 5 hours. [redacted] (co-owner) advised Ms. [redacted] that she had not paid by the hour, but rather by the job and that she was given those 2 options at the time of the sales appointment. [redacted] then turned the call over to myself and I told her the same thing. She repeatedly asked for a refund, and I said “no, due to the condition of your home and the fact that you chose this option for payment”. When Mrs. [redacted] called she said that the employee that serviced her home told her that if she contacted the office they might give her a refund because they were not at the house for five hours. I explained that the employee was obviously not an agent that could make that representation on behalf of the company and that Mrs. [redacted] and I had come to the agreement. Mrs. [redacted] chose to proceed with the $550 payment option. The copy of the agreement did not even have the hourly option on it and Mrs. [redacted] signed her approval of the job and authorized the credit card payment of $550. Therefore no refund or further service is due.   Again, thank you for bringing this to my attention. I am confident that this will close this matter. I await your response.   -- Sincerely,   [redacted], Owner

January 23, 2017   Revdex.com 151 N. Delaware Street #2020 Indianapolis, IN 46204 [email protected]   Re: Case ID [redacted]   To whom it may concern;   We are in receipt of your letter dated January 13, 2017 in regards to a complaint filed on January 12, 2017 by an...

individual we shall refer to hereafter as the “Complainant” (Case ID [redacted]). American Institute of Toxicology, Inc (“AIT”) takes all complaints very seriously and investigates all complaints fully. After thoroughly reviewing the Customer’s Statement and completing our internal investigation, we believe that AIT billed appropriately and according to all established policies and procedures.   It is the policy of AIT to bill any patient with a balance owed a minimum of three times through our in-house billing solution. For the Complainant’s date of service of April 7, 2013, the first invoice was generated on April 20, 2013 and delivered to the same address as Complainant provided in the Customer’s Statement. A second invoice was automatically generated and mailed thirty days thereafter and a third invoice thirty days after that.   In completing our investigation, AIT believes the Complainant has been treated fairly and consistently with our established policies and procedures and the disputed amount is a debt rightfully owed by Complainant. Complainant should direct any further questions regarding payment of this amount directly to [redacted] Recovery Associates.   Sincerely,       Michael M[redacted] VP of Legal Affairs and Chief Compliance Officer   AIT Laboratories 1500 Interstate 35W Denton, TX 76207

REPLACEMENT ITEM IN PRODUCTION TAKE 3 TO 4 WEEKS WILL HAVE NEXT WEEKNeed first one returned ASAP

The customer ordered a last minute cleaning online through our corporate website on 8/**. On the website, it states that prices are subject to change. During 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 price. Because of the confusion, I offered to credit his credit card $50 which he was satisfied with, his card was credited that day. What 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.com. As 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 find that this resolution is satisfactory to me.  Furthermore, AIT's response supports the remedy required pursuant to Texas Civil Practice and Remedies Code, Title 6, Chapter 146 due to its failure to submit an invoice for the services in a timely manner. Texas Civil Practice and Remedies Code, Title 6 Chapter 146 requires a health care service provider to bill a patient or other responsible person for services provided to the patient not later than the first day of the 11th month after the date the services are provided. I appreciate the prompt response and resolution to this matter.Regards,
[redacted]

Hello  I just spoke to [redacted] and apologized for the creator that dropped the ball and gave us both incorrect information which isunacceptable to me We will give her a full credit and send are the props at no charge. Please accept our apologize again Thank you Joe

In response to the concerns expressed by Mr. [redacted] of [redacted]., he was aware of our price quote for cleaning the unseen apartment when he signed our agreements to clean at [redacted]. The price was quoted as $165.00 plus or minus $50.00. Our...

experience with rental properties is that when we arrive to clean them, we find them in a wide variety of conditions. It is true that the rental was not in a state of damage or physical disrepair. However, it had been neglected to be cleaned on a regular basis. This was especially noticeable in the bathroom where buildup was heavy. The team requested that they be delivered additional cleaning products and supplies for them to complete the job. A supervisor inspected the cleaning while the team was working, and contacted the office who had a staff member deliver additional equipment to the apartment.When we billed the customer, there was not any additional fees added to the invoice, but was at the high end of the price quote of $215.00. Our general policy is to offer a free in-home quote which usually results in a one-price fixed quote. This price quote was provided over the phone and was based in large part on the description of the rental condition represented by Mr. [redacted].Mr. [redacted] is correct that we called him mid-day for access to the rental. At that time he did state that he was expecting us to arrive between 3:00 and 5:00. We offered to return at 3:00, which we did and he provided us with access to the apartment at that time. Mr. [redacted] was not at the rental when we left, and he did not provide us with any instructions regarding leaving the door unlocked when we left.  For liability reasons, we instruct our teams to lock homes when they leave unless specifically and clearly told otherwise.

Hello We apologize we reshipped the item because the first shipment was lost Here is the tracking US MAIL [redacted]  We did explain to her the situation and do apologize to Linda  Any questions please let me know Thank you [redacted] [redacted]

Initial Business Response /* (1000, 6, 2015/08/12) */
He did call a couple days later with some issues. We went out the next week and took care of those issues. He says he is finding all these things wrong, and he never mentioned any of these issues to us. The letter was over a month after we did...

the job. We have a 24 hour hour guarantee, and we did go back when he called use the first time.

I am rejecting this response because:1) I do not believe this company regarding the fact that I was not quoted $150 when I described the job.2) The work was shoddy, to say the least.3) This should have been a simple and quick job, as the only thing that visibly needed cleaning was the oven and refrigerator. The oven was left with spray all over it and not even wiped down, the refrigerator still had some sticky residue on a large part of it and there appeared to be no cleaning done in places that were not readily visible to the eye. 4)The price was ridiculous, even with the $30 I was supposedly credited for all of the mis-communication between members of their staff. [redacted]

Initial Business Response /* (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 re-do this cleaning. We have changed teams, performed quality checks, and have called...

to confirm that we are meeting her standards. If anything was missed we would definitely return to fix. We were refused the opportunity to make the gaurantee with her.
As to the key, it was immediately returned to her.

Thank you for contacting Ashley Furniture, and notifying us of Ms. [redacted]'s situation. Ashley Furniture has a one-year manufacture warranty, and after researching Ms. [redacted]'s account, we are sorry we will not be able to assist, Ms. [redacted]'s is well out of the one year warranty time frame with a...

purchase date of 2011.

Thanks for the heads up on this complaint, and the opportunity to respond. I've had this business now for over 25 years_ We clean approximately 10,000 properties yearly. Fortunately, we very rarely get a complaint. Indeed, this one was only our second this year. This customer is totally right in her...

complaint. We did goof up!  The cleaning team of two professional cleaners spent two full hours cleaning this empty residence, which is four labor hours. Apparently, among other things, they failed to wipe down some baseboards or wipe the inside of some cabinets. Upon being notified of this our Customer Service representative immediately visited the residence, apologized to the customer and offered to send a team back and re-do the entire house, no matter how much time they needed. Our standing policy is we cannot refund payment, but we will gladly return and correct or re-do whatever is necessary. We stand behind our work! Even when we goof up! I also called the customer personally (had to leave a message) apologized, and again, offered to send a team back for a complete redo. 1 hollowed up this message with a letter. I also went beyond this and offered to send a team to her new residence for a complete cleaning. We haven't heard back from her, however, my offer stilt stands, and there is a note in her file indicating this. As you know, customer service is a top priority for every business We take this very seriously, for twenty-five years now. It troubles me to get any kind of complaint, or goof up, but trust me, i'll go to great lengths to make good for our customers.

Revdex.com spoke with Matthew from the business. They have contacted the customer to let her know that they will be refunding [redacted] of this payment. The customer can contact them direct and speak with Matthew and he can send this refund to her.

Tell us why here...Merry Maids cleaned [redacted]'s house on 6/29/15 after a few months of telephone conversations about getting a cheaper price. She scheduled 1st cleaning  starting on 6/29/15 then going to every 2 weeks. Our 1st time cleaning is charged by the hour at $110/hr for 2 people....

I personally went to meet with her at her home to review her cleaning needs and all pricing on 4/29/15. I gave her a copy of the agreement with her signature that she understood what our service offered. Our staff entered her house and had [redacted] initial the start time of our hourly rate. She told us she wanted only 3 hours of cleaning. When our employees reached the 3 hour limit she instructed them to continue cleaning for 30 minutes longer so her floors could be washed. We did as she requested. Our staff members totaled up the hourly charge for 3 1/2 hours. She refused to pay for the extra 30 minutes and the sales tax. After she signed our paperwork stating she was satisfied with the cleaning and gave the ladies a check, for wrong amount, she contacted our office with complaints. We spoke to her about rushing our cleaners to finish the job and why she didn't pay full amount. She told me she had no intentions of paying more than 3 hours even though she asked them to stay longer and wasn't going to pay the tax. I personally went to her house on 6/30/15 to inspect the job. They did miss the top of a dresser and a ceiling fan and I offered to send them back to re clean. I did not see anything else wrong and took pictures of items she said were not done well. Her brother was with me during the walk thru and he didn't see much either. I called her from the house explaining my findings. I also called and left a message for her on 7/1/15 & 7/2/15 at 9:20am and never heard back from [redacted] again until this complaint.We will not refund her money for a job that was completed in her presence and with her approval/signature she was happy with our service. She still owes us money. I did follow up with her as best as I can. I will be happy to discuss this matter if she decides to contact our office.

I am rejecting this response because:We hired them to clean our empty residence prior to us moving in. They only offered to return to clean when they were available, which was 6 days later. At this point we have already moved into the house and had to do the recleaning ourselves. Their service was terrible as they admit. Not only did they no do anything that was requested they are refusing to issue a refund for services not complete. I understand that they offered to reclean the house, but not in the time frame in which they were hired for. They have admitted to fault and that an appropriate service was no my issued. I never signed a copy of their no refund policy and I wish to never do business with a company that does such terrible work again. I will not have any member of the Merry Maids team in my home again. I want my money back as a they did not do what they were paid for.

The customer called us the same day she wanted a cleaning. We responded to her immediately and explained that since it was mid day we would only be able to do a "hourly" cleaning. With an hourly cleaning we can not guarentee a full house cleaning only what can get done in that amount of time. I...

explained this multiple times to the customers. They even called to add on more time. When they called I explained again that I can not guarantee a full complete cleaning and they both said they understand. The 3 cleaners said that the house was covered in bugs almost to point where we had to remove the cleaners. The dirt and dust was to an extreme level. These customers even explained to us before we started that another cleaning company was hired and left the job. I sent out some of my top cleaners. One cleaner has been with us for 5+ years and has been nominated for employee of they year on multiple occansions. The other two cleaners have been with our company for 2+ years. These customers never planned on paying from the start. We always require a deposit by credit card but they told us that was not possible and that they would have the deposit by cash when the maids showed up, this never happed.  As soon as the cleaners left the customers started complaining even though they personally tipped the cleaners for doing a good job. We do not require tips  and we dont even speak to the customers about tipping. That is all based on your personal wants and experiences. Even though I completely trusted my employees and the work that was done I still tried to offer the customer $100 refund or a redo she screamed at me and said she would not pay us at all. She continued to call the office multiple times screaming and yelling, we told her we were willing to work with her but she just wanted to yell at us about the cleaning. We explained that we understood her concerns but we were not going to agrue with her. She called 3 more times screaming so bad we had to ask her to please stop calling or we would have to call the police. We are an honest company and are willing to work with our customers 100%.