Merry Maids

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. Even though they gave me less than a 15% refund. Attention to detail is not their strong suit. We reached a resolution but her response is not entirely truthful. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have not signed any job satisfactions performed on cleaning day. I have not contracted 3+ hours with them. They said house will be nice and clean and I am very unhappy with job. I did sign starting time when they asked me initially as entering my home. I received paper from merry maid with fake or fraudulent signature that was not mine. I have emailed pictures to them for things that were not cleaned right after service. They should refund my money because job is not completed or else come and clean again. Thanks.
Regards,
[redacted]

I contracted with Merry Maids and expected a deep cleaning service with qualified people to do the cleaning in my house. They did not have qualified people and diligent people to do good cleaning. They were not experience on how to care and clean high end appliances. They did not clean specific areas each time they came. And please note I did not have my entire house cleaned every time. Their people use dry rags and clean only what looks dirty. That is not professional!

Merry Maids Complaint
February 5, 2016
We are 80 years of age and many things are now difficult to do. We need help with some simple things like house cleaning.
We live in a small home, beautifully furnished and spotlessly cleaned by my wife. Unfortunately, she became very ill four months ago, almost died, spent long days in a hospital then time in a rehab facility and we needed someone to clean our home while she recovered and probably from now on. Who to call?
An internet search found dozens of advertisements for house cleaning, most seemed to be individuals of dubious credentials and references. We thought we would find the best trained cleaners with a well-known company.
We decided to call Merry Maids, a national franchise that advertises training, supervision and experienced cleaning crews. We expected and were willing to pay higher rates in exchange for promised expertise.
We called Merry Maids, 5080 N. Elston Ave, Chicago, IL, 60630, and (773) 481-7741 and Eduardo A[redacted], Sales Consultant, a courteous gent[redacted], came to our home and explained Merry Maid’s detailed cleaning promise to us. He explained Merry Maids was:
? Bonded and Insured.
? All cleaners were screened, trained and background checked.
? If we choose Merry Maids, we would receive superior professional cleaning service and our home would be cleaned to our satisfaction.
He detailed a long list of the Cleaning Services Merry Maids would perform:
1) Kitchens:
? Clean counters, cabinet exteriors, table and chairs
? Clean, scrub and sanitize sinks, countertops and back splashes
? Clean exterior of ranges, refrigerators and small appliances.
? Clean inside and outside of microwave ovens.
? Vacuum and wash floor.
2) Bathrooms:
? Clean, sanitize and deodorize.
? Clean scrub and sanitize showers and bathtubs.
? Vanities, sinks and backsplashes cleaned and sanitized.
? Clean mirrors.
? Clean and sanitize toilets. Polish chrome.
? Wash floors and tile walls.
3) All rooms:
? Clean, dust and vacuum.
? Dusting: window sills, ledges, louvered doors, blinds, picture frames, knickknacks, ceiling fans, lamps, furniture including under seat cushions.
? Empty and clean waste baskets and furnish all cleaning supplies and equipment.
4) There would be additional cleaning as needed.
We agreed we wanted all those cleaning services but most important to us were two additional provisions that we insisted on:
1. The same cleaning crew each time.
2. A cleaning crew that could speak and understand English.
He agreed we would have the same cleaning crew each time and they would speak and understand English. We accepted his offer and paid for the initial cleaning by credit card.
He said the first cleaning was very expensive because our home had not been previously professionally cleaned. The first cleaning would be an exceptional 10 hour cleaning from top to bottom and would cost $380.
Then each monthly cleaning would cost $162 but would always be a thorough cleaning by the same team of professional cleaners who would both speak English.
We thought we could believe and trust him.
The initial cleaning was on December 4, 2015 and was done in 3 ½ hours. The crew left before we could point out all the places missed.
We were very disappointed with the initial cleaning. It was not what we had been promised. We have a long list of things they did not do as promised. We should have complained right then, but since they were returning in one month, we decided to wait for their return and then go over the list of things that were not satisfactory and give them a chance to correct the problems.
The second cleaning was on Monday, January 18, 2016. It was not the same cleaning crew and neither could speak English.
We attempted to go over the list of unsatisfactory things from the initial cleaning but they did not understand anything we tried to tell them. The problems were not taken care of.
Their general cleaning was very quick and unsatisfactory. They were here for 2 hours and 15 minutes and left, again without an opportunity for us to point out all the areas they had not cleaned.
We did not expect perfection but we did expect the promised reasonable cleaning which we did not receive. We have a long list of the things they missed.
We called Merry Maids to complain. Mr. A[redacted] was not available. We talked to someone that said he was the manager and we told him the cleaning we had received was not what we had been promised and we would not pay $162 for such an unsatisfactory cleaning.
We told him not to charge our Credit Card.
He offered to reduce the charge by 25% which would be a charge of $121 for the day. We told him the cleaning was not satisfactory and was not worth $80. He hung up and charged our Credit Card for the entire $162.00, failing to even give us the discount he had offered.
We responded to a written survey concerning our satisfaction with their cleaning services. In short we said we were completely unsatisfied and would not only never recommend their company, we would tell everyone we knew to never use them.
Shortly we received a call from someone who said he was the manager. He offered to send back the first team of unsatisfactory cleaners, reduce the charge of the next cleaning by 50 percent, the following cleaning by 25 percent, then return to $162 per cleaning thereafter. He refused to do anything about the initial $380 charge. Our response was we had already seen two examples of their unsatisfactory cleaning, and we would not pay more money for the same people and more unsatisfactory cleaning. He hung up and left the charge on our credit card.
We were very disappointed with Merry Maids. By using Merry Maids we lost a total of $542 for two very unsatisfactory cleaning jobs, serious money to retired folks.
People should be warned about this company when they need a cleaning service.

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. I followed 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 still 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.

Hi There,I am so sorry I did not respond earlier as I immediately responded to the customer and a refund was issued to her in the amount of $208 on 7/22/2015.   We also refunded $100 for the breakage that she had experienced.Sincerely,[redacted]

November 28, 2014
Dear [redacted],
We are responding to complaint ID [redacted].[redacted] contracted our company on October 30, 2014. Our first time housecleaning fee was $585.00 ($620.10 with PA sales tax). [redacted] was offered a $300 loyalty discount in exchange for an...

agreement of 24 cleanings with our company.After the initial cleaning [redacted] called with 2 small quality issues. We immediately offered to send a team back to clean any item in her home that she felt was unsatisfactory. Our offers were refused, as was the request to allow a manager to come assess her home to see confirm that her dissatisfaction was warranted.
We explained to [redacted] that per our agreement which she signed, we were going to charge her credit card for the $300 that she was originally discounted, since she was cancelling her contract with us. She admitted that she understood our position and knew that she had signed a contract, but that she did not think that she should be charged.
In our agreement it is clearly stated that if the agreement is cancelled by the customer, the first time cleaning fee will be charged to the credit card on file and the remaining number of cleanings not scheduled within the designated time period of 1 year may be charged as well. We are not requiring [redacted] to pay for the additional 24 cleanings she had contracted us for. We only charged her for the first time discount she received.
Our agreement has no fine print. We have enclosed a copy for you to review.Please feel free to contact our office with any questions that you have regarding this matter.Sincerely,Lindsay H
Office Manager

The last cleaning we did for [redacted] was on 11/14/2013.   His first cleaning was on 9/11/2013.  Customer complained about...

almost every service they received.  I was told by several cleaners [redacted] 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 10/14/2013 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 10/24/2013 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 11/4/2013 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 11/6/2013 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 24 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 $147.82.  I also credited him back for the last two cleanings in the amount of $207.10.  I also paid for the cleaning of the driveway at a cost of $350.  I explained all this to [redacted] the last time I spoke with him on the phone.
 
     Waived first time fee:  $147.82
     Credit two cleanings:  $207.10
     Roth Pressure Cleaning:  $350.00
     TOTAL:  $704.92
 
We have done everything we can do to accommodate [redacted] and feel his request to replace the driveway is unreasonable.

JUL-06-2015 09:44  From:2109790344                                �...⇄ Pa9e:2/10 July 6,...

20015 RE: [redacted] To whom it may concern: Attached you will find a copy of the two contracts signed by [redacted] and also a copy of the account receivables with the actual days of services at each location. The customer [redacted] hired Merry Maids on June 20, 2014 for the location on [redacted] San. Antonio, Texas 78260 and he signed a contract for 24 cleanings. On this location Mr, [redacted] only did 10 cleanings out of the 24 cleanings due to he moved to a new home which is at [redacted]. At this new location Mr. [redacted] did 6 out of the 14 cleanings he has left in order to finish his contract with Merry Maids. At the time of the sale the sales associate explained Mr. [redacted] that the service is 100% service guarantee. During the time he was getting Merry Maids service he never called to complain, because at Merry Maids we have to log a called each time the customer called. Please read the notes we have attached to his account, CUSTOMER CALLED, DOG WENT INTO HEAT, WILL BITE ANYONE WHO COMES IN, CANCELLED, WILL RESUME ON THE 15TH. On 5/1/15 @ 11:15pm massage taken by [redacted] As per. Ms. [redacted], Mr. [redacted] would he out of town and needs to move his day from 4/3rd. to Friday 4/10th., she will call him back to confirm,, 24 hrs. service, no guarantee arrival time or team., cz on 4/2/15 @7:12 pm LADIES ARE AT HIS FRONT DOOR, IIE SAID WILL BE THERE ON 10 MIN. CZ on 2/27/2015 @1:37 pm Mr. [redacted] transferred Merry Maids service from [redacted] to the new location at [redacted]; he signed to continue his cleanings at the new house and fulfill the rest of the contract. When he called to cancel his contract we make him aware of the first time fee discount for early cancellation of the contract and he told us that lie will cancelled his credit card and he would not pay that fee. That is the reason we will sent him to the collection company due to he knew about the cancellation fee. During all this time Mr. [redacted] never mentioned to the office about missing jewelry, until last week on Thursday 7/2/15 that he used a very disrespectful language and told us that if "Merry Maids would not let he go, then he will write horrible reviews on Google and lake us to the Revdex.com Corporate Office." At Merry Maids we are insured and bonded, we do check national

Get every promise in writing, otherwise agents of the company will renege.
Teresa M[redacted], as an agent of MerryMaids promised a reduction in cleaning fees when/if I reduced the number of rooms the maids clean that resulted in a significant reduction in cleaning time. On August 17, the maids completed cleaning a 3100 square foot home in less than two hours. However, no reduction of fees were credited to my account. Instead, in a recent email about the reduction in work required, I was told that to reintroduce those rooms for cleaning in the future would be at an additional cost to me. My request for the fulfillment of a promised reduction was never addressed.
Furthermore, Teresa M[redacted], as an agent of MerryMaids submitted a schedule that consisted Monday cleanings, twice a month. The Monday schedule constituted a switch from my original request of Tuesdays (to avoid Monday holidays). However, I acquiesced when Teresa as well as one of the staff promised that cleaning still took place on Monday holidays, such as Labor Day. Out of respect for the schedule, my husband and I cut short our holiday plans out-of-town so that we would be home for the Labor Day cleaning. However, we were recently notified that there would be no Labor Day service.This change is egregious enough, given the personal expense we quietly endured by shortening our holiday. But this added offense smacks of misrepresentation of what we were led to believe would take place on Labor Day.

Dear [redacted],
 
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 3 days.  I am sorry we could not satisfy you and wish you the best.
 
Sincerely,
Brett B[redacted]
General Manager

[redacted] was a customer of ours. When she signed up for our service on 2-21-14 She signed up for a bi-weekly service which is once every two weeks. Her first initial clean was priced at $628 then an ongoing $196. She also signed up that day for our 24 Merry Maids Advantage package which is a...

contract that customers can sign up for. When they sign this contract they are agreeing to 24 home cleanings and get a $400 discount on their first time cleaning and a 10% discount off their regular service. How the contract works is the customer has 365 days to get all 24 cleanings in. Only if for some reason the cleanings were not completed in that time or if the service was canceled before the 24 cleanings were completed do we charge the customer their $400 waived fee that took off their first time cleaning. This cancelation fee is just a reuinbursement for the deep clean that we did already provide for the customer. [redacted] signed and understood this contract. She canceled the cleaning after only 8 cleanings. As stated in her letter she talked about an employee named [redacted]. We have not had an emplyee by that name during the time she was an active customer. [redacted] also mentioned that one of our employees was using a towel that in the kithcen that she had used in the bathroom. I spoke to the girls and know this to be a false statment because here at Merry maids we use diffeerent color towels. A pink towel is for Bathroom, yellow is for kitchens and wet washing floors, green is for dry dusting and blue is for glass and mirrors. This was there is not cross contamination and our employees would never use a pink towel in any place other than a bathroom. That is how they all are trained. Also we do not wet our towel with water from the sink. We use our own Merry Maid products that are in spray bottles. I myself was out to the customers home and did a walk through with her of all the things that were missed and they were taken care of. She mentioned that we tell our employees to cut corners that also is a false statement. Our employees go through an extensive 2 to 3 weeks of training when starting on with Merry Maids because we offer such a detailed cleaning for our customers. I did speak with [redacted] multiple times and sent out girls on mulpiple occaions for redos to try and fix the things that were missed. That is our plocily so I was trying to work with her on that. Her statement saying we are charing her $1,700 for a cancelation fee is 100% false as well. I told her that it was a charge of $400 since she was cancelting her 24 MMA contract before the 24 cleanings were met. She did not want to pay that. Since she did have multiple complaints I told her that we would only charge her $200 because of that. She still refused to pay that. All in all we did try to rectify the situation with the customer but she ultimatley terminated her contract with our company and refused to pay the $200 cancelation fee in the end.Sent on: [redacted]Sent by: [redacted]

I find it very odd that for six months you told me you could not locate the part, it was backordered, or it was unavailable. I had a feeling I was being blown off by you and you locating and ordering the part within 24 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 off. This is a very unprofessional way to handle business as well as the way you have acted through this entire process has been anything but professional. This not only looks bad upon you, but upon your business and the Merry Maids brand you represent as well. You 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 not. No 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 unlocked. And as far as the termination fee goes, you ended the contract not me.

Dear Mr. [redacted]
We take customer service as our #1 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 24 cleanings and the early termination fee would be $290.  We will waive that fee given the circumstances. If you have any further questions or concerns, feel free to call.
 
Sincerely,
Brett B[redacted]

To Whom It May Concern,This letter is in response to the complaint ID listed above, dated 10/23/17, Please know that we have had a good relationship with this bi weekly customer and his wife for 18 years. We want to maintain the relationship. However the vinyl kitchen floor in question is old and...

deteriorating and the sofa in question has considerable cat claw damage. It is the position of Merry Maids that the damage reported in the complaint was not caused by Merry Maids personnel, and therefore is not the responsibility of Merry Maids.The first notice Merry Maids received from the customer about the floor was on 5/19/17, via phone. The customer advised Merry Maids that they were not happy with that days cleaning because the kitchen floor didn't look good. The team was sent back to the customer's home, and the Supervisor went with the team to make sure the floor was cleaned properly. At this time the Supervisor advised that there were stains on the floor that would not come up. The Supervisor checked with the team regarding the stains, and both team members stated that the stains had been present on the floor well before that day's cleaning, and they did not cause the stains. It should also be rioted that both the current Supervisor and the previous Supervisor (who is now the Assistant Manager and has worked for Merry Maids since 1989) have cleaned this home multiple times during the many years (18) that the customer has had Merry Maids service. Both the current and previous Supervisors have noted that the flooring in question is the same floor that was in the home when they were cleaning the home years ago. It is possible that it may be the original kitchen flooring for the home.Following the re-cleaning of the flooring in question on 5/19/17; the Operations Manager spoke with the Supervisor, and then the Customer about the floor. She told the customer that the stains were not caused by Merry Maids, that the team was unable to remove them, but they tried their best as a courtesy to the customer (because he is a long-time customer); and unfortunately, there was nothing further that Merry Maids could do in regard to the stains. The customer appeared/sounded frustrated but stated that they understood, and the phone conversation ended. At this time the customer neither said that the stains were caused by Merry Maids, nor did they mention any issues regarding the living room sofa. On 10/16/17 the customer contacted the Merry Maids office by phone stating that Merry Maids had damaged their kitchen floor and sofa and no one had done anything about it. He wanted someone to look at the damage. The customer also asked if Merry Maids carried bonding insurance, and was told by the Operations Manager that Merry Maids does in fact carry bonding insurance. (Please note that bonding insurance primarily covers theft. We also carry liability insurance.) An appointment was made for 2:45pm that day for the Operations Manager to visit the customer and see the damages in question. The Manager went to the home, spoke with the customer and documented what the customer said was damage caused by Merry Maids. She told the customer that Merry Maids had never received similar complaints by other clients regarding its products. She told the customer the damages would be researched and Merry Maids would follow up with an answer, No other course of action or repair/replacement guarantees was made. The Manager asked the customer when the damages had occurred, and the customer was unable to provide an exact or approximate date; but said that it had been many months ago. The customer stated that when it happened the Supervisor had come out to the home with the team and told the customer that Merry Maids would get back to the customer about fixing the issues, but the customer never heard from anyone about it.Additional observations from the 10/19/17 visit to the home: - The area of the kitchen floor that the customer is complaining about is directly under and in front of the area of the kitchen where the customer has a desk set up with an office chair (a chair with black casters), and there is obvious wear to the floor from the chair. This wear includes, but is not limited to: cracks in the floor, black marks from the casters, and depressions in the floor from where the chair routinely sits and rolls across the floor. - The area of the sofa that the customer is stating there is damage (a light ring that is approximately 2-2 % inches in diameter) on the center seat cushion. On the outside of the right facing arm of the there is obvious damage from the customer's cat. The fabric is frayed with strings sticking out as if it had been Listed as a scratching post, as some cats are prone to do to upholstered furniture. - Pictures of the kitchen floor and sofa were taken at the appointment, and can be sent via email if needed.Following the appointment, the Operations Manager showed the pictures to the Assistant Manager, Franchise Owner, and the Supervisor; all of whom agreed that the damages could not have been caused by Merry Maids. The size and shape of the lightened ring image on the Sofa was compared to all three different sized bottles used by Merry Maids, without a finding a match. When the Supervisor was asked about a conversation many months ago with the customer regarding damages, she said the only conversation about damage was back in May 2017 and about the kitchen floor. She said the customer was told back then the damage was not caused by Merry Maids. The Manager's photos of the marks on the floor looked the same as they did back in May. This incident was researched in the customer's history (in our computer system) and it was found that the conversation referenced by both the customer and Supervisor was the same conversation from 5/19/17.The Manager called the customer on 10/17/17 and reminded the customer about the conversation they had previously had on 5/19/17 regarding the floor; and that it was determined at that time that the damage was not caused by Merry Maids. The matter had been researched, and since the damage to the floor had not changed between 5/19/17 and 10/17/17, the decision regarding the floor would remain that it was not the fault or responsibility of Merry Maids, but We were sorry for any frustration or confusion this had caused. Before the sofa could be discussed the customer became upset with the response regarding the floor, and informed the Manager that she was "dead wrong" and that Merry Maids' "information was bad". When the customer asked about what sort of recourse they had, the Manager informed him that the matter had been researched and discussed with the Owner, Assistant Manager, and Supervisor and that the consensus that it was not caused by Merry Maids. We have are sorry was not the answer he was expecting. The customer then repeated that Merry Maids' "information was bad," and that we were "dead wrong", and said that as soon as they found another service they would stop doing business with Merry Maids, and ended the conversation. Had the conversation continued, the sofa would have been discussed as well. The manager would have explained that due to the size and shape of the ring on the sofa, it could not have been caused by Merry Maids bottles either. We did not know what caused the ring, but we were willing to come out on the next cleaning and try using upholstery cleaner on it to see if that would help.The members of the regularly assigned team that cleans the customer's home were also questioned by Merry Maids management regarding the following topics; who cleans the kitchen floor in the home, what product(s) have been used on the kitchen floor, who cleans the living room in the home, what product(s) have been used on the living room furniture, if either team member has ever set a bottle containing a cleaning solution down on the sofa, and when the marks on the kitchen floor first appeared. The answers from the team were as follows: tote tray. - When the marks on the floor first appeared: After being shown a picture of the marks to clarify what was meant,both team members said that the marks in question were already there when they started cleaning the home, so they're not sure exactly how long the marks have been there. The Team Captain has been cleaning this home since 8/25/15, and the Team Mate has been cleaning the home since 1/27/17.Both team members mentioned that they have seen the customer during different cleanings in different rooms of the home drinking what appeared to be coffee, tea or other non-alcoholic beverages. They noted this because there have occasionally been spills from the drinks on the kitchen floor that the team members have cleaned. Perhaps those beverage spills caused the marks on the white vinyl floor.Because the customer had said it was his intention to cancel Service, our Assistant Manager (and former Supervisor) called to confirm last week's cleaning appointment. She spoke with the Customer's wife, who is the person we are normally in contact with. She confirmed that she wanted the cleaning for last week. Following that cleaning, our Assistant Manager followed up to see how the cleaning went. Her response was a Cordial "everything Went fine." She made no reference to the Revdex.com complaint that her husband had sent,We have served our community with integrity for 30 years. We always repair, replace or compensate our clients for damages caused by our employees, because it is the right thing to do. In this case we are confident our team did not cause these damages. However, We value our relationship with this long-time Customer. What he perceives still matters to us. We can still try removing the sofa fabric ring with upholstery cleaner and we will offer him a free cleaning, because he and his wife have been good customers for a longtime,- Who cleans the kitchen: the Team Mate - What product is used on the kitchen floor: Microfiber cloths and warm water because the floor does not appear to be in good shape they felt in their experience that warm water was the best option. - Who cleans the living room; the Team Captain - What products have been used on living room furniture: No products (i.e. cleaning solutions) are used in the living room, just the cobwebber, dry microfiber cloth and vacuum. - Was a bottle containing cleaning solution ever set down on the sofa; No. There are no cleaning solutions used in the living room by the team, so no bottle of cleaning solution would even be in the room to set down on the sofa. They would have remained in the team's

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
 
[redacted]

Always reliable. Always trustworthy. Always friendly. Looks out for customer.

Initial Business Response /* (1000, 6, 2015/05/12) */
We sent two ladies to go clean his brothers house. His brother had just passed away and had been a previous customer. We cleaned his home once or twice before. He asked us to come in and clean one more time and we did.
When they arrived, he...

made a joke about having to leave. I guess he has a different sense of humor and commented "I guess you guys can take whatever you want." He meant it as a joke but our employees apparently took it seriously. They did not take anything. They called our office and told our manager, [redacted], and our manager, not knowing it was a joke, told them it was fine if that's what he said. When he came back he told one of the ladies he was joking. They left and he called later that day because he was upset with some things. They had to unplug computer equipment to clean cat hair and they did not set the computer back up. We do regret that they disconnected this equipment without hooking it back up. He mentioned he thought things were missing and we talked about that. I told him I'd talk to the ladies.
I talked to my employees and they are adamant that they did not take anything from the home. One of the ladies did admit she took a zippo lighter, which I have in my possession and will ship it back to him. He is also adamant that they did not take this item. Every time he calls, more things are missing. I have asked him repeatedly to file a police report. He has said that he has finally filed a police report and we are more than willing to cooperate with police.
I do understand the consumers concern and will work with him and police as much as I can to figure this out. I would rather go through the police inspection before refunding the consumer. If we didn't clean something well, we would go out and re clean but with him in the state of mind that he is in, we cannot send anyone else out to his house.
I did offer to pay for Best Buy to come out and hook the equipment up. I would consider, if I knew the cleaning was not good; to refund the money.

Used MM in the past. Somehow to have them come again I had to take time off from work to meet them to "review my home" which, is clean, but since I work full time, have 4 kids and ailing family member, don't have time to do the baseboards and a deep clean every week. Was hosting Christmas. Called early, asked to make sure I'd be able to get them to come before the holidays. Spent 2 hours with a man telling me how they clean picture frames. Seriously, just do the floors, baseboards, window sills and bathrooms and I'm a happy camper. I had asked with my first call if they could come on my day off. No problem, right? So the man gives me the estimate, I say sure, let's do this. Not so fast, then I have to wait for the scheduler to call. They schedule me on a day that I work. Fine, I rearrange my work schedule to accommodate. Then a few days before, I get a voice mail saying that another time slot opened and to call if I wanted to change. I did not, I had already changed my work schedule. The morning they were supposed to show up, radio silence. I finally called and the excuse was that they were waiting to hear from me if I had wanted to switch to the day before. I didn't change so they took me off of their schedule. They did not confirm a change with me. They didn't send anyone during the other time slot and they did not send anyone during my confirmed time slot. To say that this was irresponsible and unacceptable to do to someone 2 days before Christmas was an understatement. I would never ever trust them again.

Complaint: [redacted]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 normal voice and tone. I asked her to wear covers or remove her shoes in the same normal voice and tone. When she declined I asked if my carpets would be deep cleaned, NO demand of this was made, it was a simple question. I 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 vacuuming. The reason that you had given the discount is because your employees had damaged my items to the point they could not be repaired. You had inspected my oven and stated it could not be repaired so you would buy replacement parts. At this time you also told me that the cleaners had not done a good job. My microwave was also not operational after Merry Maids had broken the hinges of off the door. Any 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 others. I feel finishing fixing the damaged oven like you stated you would do therefore keeping your word is the appropriate solution to this issue. Nothing in my home home should be in worse shape after having Merry Maids clean and if they are they should be fixed or replaced. You have also stated that multiply item have been replaced (2/3 damaged item have been replaced) and that it is an extreme in a short period of time to have this many issues. I fully agree and think this is a reflection not of me, but rather of your staff and company as a whole. Any 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 replaced. Brett, 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 damage. This is far from an unreasonable request. You 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 replaced. Going back on  your word is far from going above and beyond to satisfy me as a customer. Fixing 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 businesses. Doing the job which was agreed upon would not even be going above and beyond. You have not went above and beyond by refusing to replace ALL damaged items. Above and beyond is not choosing which items you will replace and which you will not. Fault on your part has been admitted and your word has been given to fix ALL damaged items and that is all I ask for. I 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,[redacted]