Molly Maid of Winston-Salem

Review: This company was called to deep clean my homeI spoke with them and explained what I wanted to happenI also sent and email to con firm my requestThey were asked to spend detailed timed in the kitchen because it needed to be deep cleanedI explained that it needed to be done before the holidaysI went as far as to ask for it to be done on Christmas Eve which was denied because they were closed for the holidaysThey came to on December 23rd at approximately 11:AMThe left kitchen in the same condition they found it inI sent pictures to show what was not done the next day asking that someone call meI also left a message.I received a call on the morning of Monday December 29thI again explained what happenedI told her that I had to do the cleaning myself because as I explained before this needed to be done before the holidayI was told they would speak with the owner and call me backI was called back minutes later to be called a liarI was told the women that cleaned the kitchen had been working for the company for years and she said she cleanedThen I was told the owner was told and she does not feel they did anything wrongThey then offered to come back and try and do it againI again explained there was no need for them to return because I did it myselfI was then told there was nothing they could or would do regarding compensationI then asked for partial compensation due to the fact that they were closed from Dec 24th - Dec 28th and they could not have come back to re-cleanI was again told they would do nothing,This was a horrible interaction with a customer built on service.Desired Settlement: I would like a 50% refund based on the main area of concern was not cleaned
Business
Response:
In response to the complaint that was received to our company regarding a cleaning that took place on December 22nd, 2014, first we would like to say that the customer had given a hour time limitWhen giving a time limit the ladies get what they can done within that timeThere is some customers whose expectations can't always be met when giving a time limitWe always send ladies to clean a home, and one of the ladies spent hours and minutes in the kitchen alone, which means she actually spent longer than the time limitThe lady who was cleaning the kitchen has been employed with us for yearsShe used every chemical that we can use to try and get the buigrease that was in the kitchenThe mother had also informed the ladies that her kitchen hadn't been cleaned in yearsThe customer took the right steps in calling in a timely manner to inform us of her concerns, unfortunately the office was closed due to the Christmas holidaysWe called her back on Monday morning, to offer to re-clean the area of concernMolly Maid has a hour guarantee, the customer had refused the re-clean stating that she had already cleaned the area herselfWe can give a credit to the account for that area and come back at a later time to clean it again, however it is company policy that we don't offer refundsOut of the plus houses the ladies cleaned in December, this is the only complaint that the ladies had receivedWe are a service company and handle things very professionally and would never accuse a customer of lyingWe typically like to come out to a home and give an estimate, so the customer can know how long the actual job can takeHowever, with it being so close to the holiday, the customer didn't ask us to come do an estimate she just wanted a cleaning with a priority list and a hour time limit