Molly Maid of Plymouth-Farmington

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below While it is great that this business has attempted to change it policies, it should stop stating Free Shipping all together, not keep stating it with an asterik, which is another attempt to mislead Instead they should state "shipping TBD" or "shipping free for sizes under 3cf and or 25lbs (or whatever they deem as too big) They should also not send an "Order Confirmation" immediately after the order, instead it should be titled "Pending Order Confirmation" They should also not take days to notify someone of shipping charges, it should be seconds, minutes or hours Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted]

Mrs [redacted] used out services on 6/29/ Our team cleaned her home for hours and minutes They were given permission by her to clean and charge her for this amount of time We also had a Quality Manager come to Mrs [redacted] 's home during the second half of the cleaning to ensure that the work was done in a satisfactory manner Our quality manager confirmed with Mrs [redacted] that she was satisfied with the work before the team left We attempted to contact her the day after the cleaning to make sure she was satisfied We offer a guarantee with every cleaning that if the customer is ever not completely satisfied with our work they simply need to let us know within hours and we will come out and correct any areas they were not satisfied with We attempted to contact Mrs [redacted] during this hour window to ensure her satisfaction She called back on 7/and said that she was unhappy with one of our cleaners but overall she was satisfied with the work She let me know that at that time she had just noticed that the watch was missing I contact all three of my staff members who were in the house and they all assured me that they didn't see any watches sitting out while cleaning I called her back and let her know that we hadn't seen the watch She thanked me for my help and that was the end of our conversation Three days later she contacted our after hours call center and reiterated the some complaints as when I had originally spoken to her She was unhappy with the work ethic of one of our cleaners and she was missing her watch I called her the following morning and explained that even though we typically do recleans within hours and it had been over two weeks since her cleaning, I would still have a team come out and correct anything she had complaints with She then stopped talking about the clean and went on to the issue of her watch She threatened that if we did not replae the watch she would contact the Revdex.com I told her that we would be happy to help her with the watch situation we just wanted to ensure that it had not been misplaced and the proper procedures were followed I asked that if she wanted to pursue the matter that rather than contacting the BB she should file a police report and we would cooperate in any way that she needed and we would act according to what was found out by the police She hung up on me at that point and did not answer when I attempted to call back.I belive that her claims are invalid because we have attempted to resolve both of these matters with her and rather than cooperate she is simply trying to get us to pay her We offered to reclean any areas she wasn't satisfied with, and she was made aware of that guarantee while setting up the cleaning and we offered to cooperate in the filing of a police report in regards to the missing watch Mrs [redacted] complaint is an attempt to skip the appropriate channels for resolving complains and extort money

The Molly Maid team is sorry to hear your move-in cleaning did not meet your expectationsAs a company founded in Ann Arbor over years ago, this is not the typical service our customers experienceWe apologize about the miscommunication about the window cleaning, as that is not part of our standard cleaning processOur home service professionals are also trained to arrive with all the supplies they need to provide a thorough cleaning and we will address this standard with all of our employees to ensure customers receive our very best serviceI have already given a discount and taken off $for the cleaning for any inconvenience that this has caused Again, I apologize greatly for this cleaning not meeting your expectations / [redacted] Style Definitions */

9/28/ RE: ID [redacted] The item ordered was a special orderWe have policies on our site that are very clear [redacted] The request to return was passed the day and the item is a special orderWith this in mind, we are willing to make an exception as our ultimate goal is to maintain excellent customer service We have approved return of the itemWe have agreed to a 15% restock In addition, we informed Mrs [redacted] that we will process the credit as soon as the item is checked in and inspected Sincerely, [redacted] Plumbtile.com [redacted]

Mr *** and I have been in e-mail contact, and I appreciate the opportunity of explaining our case: In order for Plumbtile.com to maintain its lowest price guarantee we are required to offset the cost of oversized/overweight items This is clearly stipulated on or web site
under our shipping policies - please note below:ShippingPlumbtile provides FREE shipping by UPS Ground serving the Contiguous States in the U.Swith some exclusionsFor items that are oversized or overweight or orders outside the Contiguous States, a shipping charge will be calculated based on the delivery location, weight of the product, as well as additional factors such as crating and foamingDue to certain system limitations shipping charges do not show up at the time of checkoutInstead, a customer service representative will contact customers by phone and/or e-mail to confirm the shipping charge prior to processing the credit card payment for the original orderFor items that are shipped by common carrier, we can provide curbside delivery only. Whilst Mr *** was under the assumption that his order had been accepted by us, it was explained to him that no funds were ever taken from his credit card as we were awaiting his acceptance of the freight fee The order confirmation stated in the top right hand side that it was still pending since Mr *** did not accept the additional freight fee (which *** offered to share with him), we cancelled his order since we could not honor his demand of free freight.In light of the above matter we will be placing an asterisk on our homepage where we list Free shipping with an abbreviated note of our free shipping limitations.Thank you Plumbtile.com

** *** - Further to our phone conversation today I once again apologize for the inconvenience incurred due to the mirror arriving broken after a week lead time We understand that you have issued a charge back to your credit card and received the funds back into your account We
respectfully request that you return the damaged mirror with the pre paid call tag at your soonestHaving the dollars returned to your bank account whilst still holding onto property that needs to be returned to our vendor will create an additional set of issues that we would like to avoid

Thank you Mr ***,Your points are well taken Plumbtile.com

Hello-I have finally received a refund check from Plumbtile.com.Thank you for your assistance in this matterIf you would like me to provide any additional details regarding this complaint, please let me know.Thanks!***

I am sincerely confused as to what Ms *** is requesting from us? She initiated a charge back and has told us that she has received the funds back into her bank account - We are waiting for her to return the damaged goods so we can send back to our supplierWe have issued her a pre paid pick so as to not further inconvenience her and trust that Ms *** will follow up by returning the goods that no longer belong to her

9/28/16   RE: ID [redacted]   The item ordered was a special order. We have policies on our site that are very clear. [redacted]. The request to return was passed the 30 day and the item is a special order. With this in mind, we are willing to make an exception...

as our ultimate goal is to maintain excellent customer service.   We have approved return of the item. We have agreed to a 15% restock.  In addition, we informed Mrs. [redacted] that we will process the credit as soon as the item is checked in and inspected.   Sincerely, [redacted] Plumbtile.com [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
While it is great that this business has attempted to change it policies, it should stop stating Free Shipping all together, not keep stating it with an asterik, which is another attempt to mislead.  Instead they should state "shipping TBD" or "shipping free for sizes under 3cf and or 25lbs (or whatever they deem as too big).  They should also not send an "Order Confirmation" immediately after the order, instead it should be titled "Pending Order Confirmation".  They should also not take days to notify someone of shipping charges, it should be seconds, minutes or hours.   
Regards,
[redacted]

Response by [redacted], owner, reads as a polite and customer-service oriented message.  Not the case.  Two telephone calls in rapid succession were strictly about recovering the broken merchandise.  [redacted] was not the least apologetic about the 4-week lead time nor staff sending hostile emails and not alerting me about delivery date.  We did talk about whether to collect a signature for Tuesday delivery.  I was anticipating a telephone call in advance of delivery to discuss signature requirement.  That never occurred.  Instead delivery was on Saturday with no forewarning.What did happen: I informed [redacted] I had ordered the mirror from a different vendor who has a two-week lead time; to which [redacted] replied that I should be careful with other vendors promising 2-week lead time.  This was oddly funny, coming from someone who had a 4-week lead time for broken merchandise, wanted to do the 4-week lead time for replacement merchandise OR order a replacement glass for the broken $700 mirror.  Staff Tina Acosta stated:"We never said we wouldn't send a new mirror. You stated that you did not want to wait the lead time, therefore the quickest solution was to send the replacement mirror per Mirior Brot. In addition, this is not an abnormal solution, we have customer whom install these on a regular basis and sometimes have to switch out the mirror. At this time we are requesting return of the product. If we do not have the product we will have to dispute the charge back.""If we don't have the product in hand then we will be forced to dispute the charge back. We will need the product back. But I will hold on to your email that states you will take 4 weeks to send it back to us. Not a problem. I will also relay message to the Revdex.com as to your tactics and intentions of holding products."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

[A default letter is provided here which indicates your rejection of the business's response. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear bellow Here’s the background- I had a tenant living in my house who just left and I needed to get it cleaned and get it market ready. Since I didn’t have that much time to spare I hired a professional cleaning service, or so I thought. Instead I got into this whole nightmare of poor quality service, stolen property and poor customer service. Here’s the listing of events that explains what happened. 1.       First of all I'm not sure how a professional cleaning service arrives at a work site without the appropriate                     cleaning supplies because initially the cleaning ladies arrived with not all of the necessary cleaning supplies. I just wanted the job to be completed in a timely manner so I allowed them to use my supplies. Later their quality manager came with the supplies but by that time the ladies have already used mine.  2.        According to the reply from the firm the Quality manager confirmed with me the work was done in satisfactory way. However all the Quality manager did was a haphazard check and charged me extra 2hrs because the maid’s requested the extra time to complete the work. She wasn’t their or neither did she come back to see if the work was completed satisfactorily. So I completely disagree with the statement that quality manager confirmed that I was satisfied with the work.    These maids who requested 4 hrs to finish the cleaning left in 3.5hrs. They didn’t even bother to tell me they were done and leaving. All of a sudden I realized they were gone and had to chase them to see what was going on. They were already in the car and gave an excuse about one of their kids calling. I understand family emergencies happen but a professional service shouldn’t be behaving in this manner.   4.        I had other urgent items to attend to and didn’t get a chance to check their work thoroughly. I noticed that one of the ladies was pretty thorough and the area she cleaned was satisfactory. So I just assumed the other one performed to a similar standard. However later I noticed that the other maid had barely touched some of the areas that she was cleaning. I was very disappointed and realized just wasted money paying $40/hour for her.  But at that point I was lenient and thought I’d let it go and finished the job myself as I really needed to get my house ready.5.        At this point I was still unaware that my wristwatch was missing. I kept looking for it and mind you, this house is empty there’s not much furniture and no one besides me, the cleaning ladies and the quality manager came to the house. I wanted to make sure that I didn’t misplace it. After searching for about 3 days I realized it was missing. I still did not suspect that someone could’ve stolen the watch but happened to mention this to friend. He asked me who came in the house and I explained the cleaning ladies and how they left in a rush etc. He told me to immediately contact the office as it seems pretty obvious the wrist watch didn’t walk out by itself but was taken by someone who came into the house.   6.        At this point I knew that my watch is probably gone forever but decided to take my friend’s advice and call the company. The watch is a Citizen Eco drive of about $235 but it was a bought as a gift for me while on a cruise with no taxes and duty free 60% off sale for $140. So the sentimental value is greater than the actual dollar value. But given all of the things I had to do I didn’t have the time or nor the hassle of having to file a police report for 200 something dollars.   7.        My intention was to settle this in a reasonable manner. So I called the office. The person who answered was polite at first and said he will find out more. Then he called me a few minutes later and said for the unfinished cleaning he can send someone to redo it. Given that they were so unprofessional the first time and I had already finished the job I told him that wouldn’t be necessary. Then for the wrist watch issue he said he already checked with his staff and no one has seen it. I was extremely disappointed in the manner that he was addressing it and out of sheer frustration I asked him if one of the ladies took it do you think they would admit to taking it? He had no answer to that and raised his voice at me and was extremely rude and said that’s not their responsibility and asked me to go to the police. I asked if that’s their customer service and his answer was the same. So at that point I told him this doesn’t seem to be getting anywhere and I don’t want to be wasting my time and ended the conversation.  At that point I decided to make a formal complaint. My intention is to make sure that the general public is aware of their unprofessional behavior and don’t have deal with the type of experience that I went through. I’m also going to ask my daughter to post a yelp review to generate public awareness. If they want to resolve it I would like a full refund of my cleaning cost. $40 * 3.5 = $140. This would be equivalent to the cost I paid for the watch which I think would at least somewhat compensate for my loss. If this is resolved in a timely manner will also update the Yelp review and the Revdex.com complaint to reflect the fact that it was resolved and we’ll state the resolution as well to be fair to the company. Thank YouSincerely                               
 5.        At this point I was still unaware that my wristwatch was missing. I kept looking for it and mind you, this house is empty there’s not much furniture and no one besides me, the cleaning ladies and the quality manager came to the house. I wanted to make sure that I didn’t misplace it. After searching for about 3 days I realized it was missing. I still did not suspect that someone could’ve stolen the watch but happened to mention this to friend. He asked me who came in the house and I explained the cleaning ladies and how they left in a rush etc. He told me to immediately contact the office as it seems pretty obvious the wrist watch didn’t walk out by itself but was taken by someone who came into the house.   6.        At this point I knew that my watch is probably gone forever but decided to take my friend’s advice and call the company. The watch is a Citizen Eco drive of about $235 but it was a bought as a gift for me while on a cruise with no taxes and duty free 60% off sale for $140. So the sentimental value is greater than the actual dollar value. But given all of the things I had to do I didn’t have the time or nor the hassle of having to file a police report for 200 something dollars.     7.        My intention was to settle this in a reasonable manner. So I called the office. The person who answered polite at first and said he will find out more. Then he called me a few minutes later and said for the unfinished cleaning he can send someone to redo it. Given that they were so unprofessional the first time and I had already finished the job I told him that wouldn’t be necessary. Then for the wrist watch issuehe said he already checked with his staff and no one has seen it. I was extremely disappointed in the manner that he was addressing it and out of sheer frustration I asked him if one of the ladies took it do you think they would admit to taking it? He had no answer to that and raised his voice at me and was extremely rude and said that’s not their responsibility and asked me to go to the police. I asked if that’s their customer service and his answer was the same. So at that point I told him this doesn’t seem to be getting anywhere and I don’t want to be wasting my time and ended the conversation.   At that point I decided to make a formal complaint. My intention is to make sure that the general public is aware of their unprofessional behavior and don’t have deal with the type of experience that I went through. I’m also going to ask my daughter to post a yelp review to generate public awareness. If they want to resolve it I would like a full refund of my cleaning cost. $40 * 3.5 = $140. This would be equivalent to the cost I paid for the watch which I think would at least somewhat compensate for my loss. If this is resolved in a timely manner will also update the Yelp review and the Revdex.com complaint to reflect the fact that it was resolved and we’ll state the resolution as well to be fair to the company. Thank You    '      he said he already checked with his staff and no one has seen it. I was extremely disappointed in the manner that he was addressing it and out of sheer frustration I asked him if one of the ladies took it do you think they would admit to taking it? He had no answer to that and raised his voice at me and was extremely rude and said that’s not their responsibility and asked me to go to the police. I asked if that’s their customer service and his answer was the same. So at that point I told him this doesn’t seem to be getting anywhere and I don’t want to be wasting my time and ended the conversation.    
Regards,
[redacted]

Mrs. [redacted] used out services on 6/29/2016.  Our team cleaned her home for 3 hours and 30 minutes.  They were given permission by her to clean and charge her for this amount of time.  We also had a Quality Manager come to Mrs. [redacted]'s home during the second half of the...

cleaning to ensure that the work was done in a satisfactory manner.  Our quality manager confirmed with Mrs. [redacted] that she was satisfied with the work before the team left.  We attempted to contact her the day after the cleaning to make sure she was satisfied.  We offer a guarantee with  every cleaning that if the customer is ever not completely satisfied with our work they simply need to let us know within 24 hours and we will come out and correct any areas they were not satisfied with.  We attempted to contact Mrs. [redacted]  during this 24 hour window to ensure her satisfaction.  She called back on 7/11 and said that she was unhappy with one of our cleaners but overall she was satisfied with the work.  She let me know that at that time she had just noticed that the watch was missing.  I contact all three of my staff members who were in the house and they all assured me that they didn't see any watches sitting out while cleaning.  I called her back and let her know that we hadn't seen the watch.   She thanked me for my help and that was the end of our conversation.  Three days later she contacted our after hours call center and reiterated the some complaints as when I had originally spoken to her.  She was unhappy with the work ethic of one of our cleaners and she was missing her watch.  I called her the following morning and explained that even though we typically do recleans within 24 hours and it had been over two weeks since her cleaning, I would still have a team come out and correct anything she had complaints with.  She then stopped talking about the clean and went on to the issue of her watch.  She threatened that if we did not replae the watch she would contact the Revdex.com.  I told her that we would be happy to help her with the watch situation we just wanted to ensure that it had not been misplaced and the proper procedures were followed.  I asked that if she wanted to pursue the matter that rather than contacting the BB she should file a police report and we would cooperate in any way that she needed and we would act according to what was found out by the police.  She hung up on me at that point and did not answer when I attempted to call back.I belive that her claims are invalid because we have attempted to resolve both of these matters with her and rather than cooperate she is simply trying to get us to pay her.  We offered to reclean any areas she wasn't satisfied with, and she was made aware of that guarantee while setting up the cleaning and we offered to cooperate in the filing of a police report in regards to the missing watch.  Mrs.  [redacted] complaint is an attempt to skip the appropriate channels for resolving complains and extort money.

The Molly Maid team is sorry to hear your move-in
cleaning
did not meet your expectationsAs a company founded in Ann Arbor over years
ago, this is not the typical service our customers experienceWe apologize
about the miscommunication about the window cleaning, as that is not part of
our standard cleaning processOur home service professionals are also trained
to arrive with all the supplies they need to provide a thorough cleaning and we
will address this standard with all of our employees to ensure customers
receive our very best serviceI have already given a discount and taken off $for the cleaning for any inconvenience that this has caused. Again, I apologize greatly for this cleaning not meeting your expectations