We at The Maids pride ourselves on providing a quality housecleaning service and feel very bad about your experience with our companyWe will not provide excusesWhen you called our office, the person you spoke to tried to explain that we would send a team back to take care of your concerns Using cellphones while on the job is prohibitedHowever, cellphones are provided to supervisors to call the office and at one time supervisors were in your homeIt is unfortunate that you would not allow us back to view and correct the problems as we requested
Complaint: [redacted] I am rejecting this response because:The response given by the company was not correctWhen I complained that only 10% of the job was completed, the workers were on phones, not cleaning, and played the we don't understand we don't speak English game when I was trying to explain surfaces, floors, counters, cabinets were not cleaned, I was told there was nothing that can be doneI could not have allowed them to schedule another time to come back, the cleaning needed to be done that day, that's what they were hired to do, and payed to doI was moving inIf that was delayed any longer, I would have had to pay another months rent at my old residenceThis was not financially viable for them to do their job, or attempting to do it again Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: The proposed fee is not commensurate with the work that was/was not performed33% off is unacceptable when only 33% of the work that should have been properly performed was completedThe reason the complaint has expanded 'several weeks later' is because it took several weeks and the involvement of the Revdex.com for The Maids to finally respond to my written request for a list of the work that was supposed to be done at our house.As explained at the time of the incident the hour re-clean was rejected was because it would have negatively impacted the timing of our scheduled move-inAs it happened portions of our move were unable to happen as scheduled due to the Maids carelessness and ineptitudeFurthermore it shouldn't take visits in one day by two different cleaning crews to get the basics rightThe Maids are being disingenuous by describing the work as 'anything but exceptional' - it was a very very far way from even being acceptableDespite their claims of good faith The Maids are attempting to charge us for work that was not performed Regards, [redacted] ***
The Maids were hired by [redacted] and [redacted] to perform a “Move-in” cleaning for their new homeWe were hired to clean bedrooms, bathrooms, living room, dining room, kitchen, den, stairs and hallwaysA mocleaning includes: Kitchen • Remove grease buiand food splatter • Clean sink • Clean appliance exteriors • Clean range top • Damp wipe cabinet doors • Damp wipe interior of cabinets and drawers • Clean counters • Hand wash floor • Upon request, clean inside of the refrigerator and oven Bathrooms • Remove soap sm, mildew build-up, and water stains • Clean sinks • Clean counters • Clean, disinfect toilets, tubs, showers • Damp wipe cabinet doors • Damp wipe interior of cabinets and drawers • Hand wash, disinfect floors All Rooms • Wash sills, door ledges, and baseboards • Remove cobwebs • Vacuum and mop floors • Vacuum carpets • Vacuum/wash stairs • Clean and vacuum inside of closets Windows • Clean entry door window and one set of patio door windows • Clean window over kitchen sink • Upon request, clean all other windows This is a list of points or areas that should have been cleaned [redacted] complained that out of areas were not completed to his satisfactionPlease note that my team supervisor did advise the customer and The Maids management that some windows could not be opened, and some baseboards and chair railing were cracked where they met the wall, so not all windows and railing could be cleaned completelyThe supervisor did neglect to vacuum the inside of the cabinets and drawers before wiping them out which caused some food, dirt and residue to be left behindThe supervisor also mentioned that she closed the refrigerator door after completing the cleaning of the insideShe is not sure how the refrigerator door was found wide openI offered to send the team back for a second re-cleaning, but [redacted] said he did not have time for a re-clean since the moving company was going to arrive shortlyIf we were able to send the team of people back to re-clean, it would have taken people approximately to minutes [redacted] sent me an email explaining that it took him hour to re-clean those areas by himselfWe charge $per person, per hour and we send teams of usually peopleTherefore, we charge $per hourThe team of people spent hours cleaning [redacted] ***’ home earlier that day which is $plus taxAccording to the above list of what a “Move-in” cleaning includes, 80% of the cleaning was accomplished to [redacted] ***’ satisfaction and 20% of the cleaning was notOf course, THE MAIDS’ goal is for our customers to be 100% satisfied with their cleaning, this is why we continue to back this service with our unconditional guaranteeIf a customer is not satisfied with any part of a cleaning, notify this office within hoursWe will cheerfully return and re-clean the area free of chargeUnfortunately, [redacted] felt as if he did not have time for a re-cleaning, so I decided to give him a $discount off of the cleaningThis is equivalent to a team of people working for minutes or a 33% discount off of $We are unable to absorb any additional discount
Complaint: ***
I am rejecting this response because:
Although we requested from The Maids, in writing, an accounting of what work had been done in our house it has still not been providedWhat has been sent is a breakdown of what work should have been covered by the fee they are charging usThe listing only deepens our complaint, as they mention in their response it is a list of areas that should have been cleaned, it does not indicate all areas were cleaned and our experience with this particular cleaning crew is that these things were neglected or given only the most superficial of cleanings:In the kitchen the following areas were not adequately cleaned: Remove grease buiand food splatter (drawer and cabinet doors and handles were left greasy and not thoroughly cleaned) Damp wipe cabinet doors Damp wipe interior of cabinets and drawers (interiors of drawers and cabinets had hair, dirt, food, detritus) Hand wash floor (floor was not thoroughly cleaned, cursory cleaning left buiat perimeters of room) Upon request, clean inside of the refrigerator (fridge interior had dirt, food)Bathrooms Remove soap sm (soap sm present throughout upstairs bathroom shower) Mildew build-up, and water stains (mildew present throughout upstairs bathroom) Damp wipe interior of cabinets and drawers (interiors of drawers and medicine cabinet had hair, dirt, detritus) All Rooms Wash sills, door ledges, and baseboards (sills, door ledges, baseboards, and chair rails were left filthy and uncleaned) Remove cobwebs (cobwebs present in bedrooms, kitchen, living room, bathrooms) Clean inside of closets (all closet interiors were left uncleaned, dust, dirt, detritus)Windows Clean entry door window and one set of patio door windows (entry door windows were left uncleaned, house has no patio door windows) Clean window over kitchen sink (not cleaned thoroughly, required re-cleaning) Upon request, clean all other windows (windows were either not cleaned thoroughly or left uncleaned)The following four items on this list were things that we requested that they omit from their cleaningThis was discussed prior to the work commencing so for them to include it in their list of what we're being charged for is surprising: Vacuum and mop non-bathroom and kitchen floors Vacuum carpets - there are no carpets in the house Vacuum/wash stairs Vacuum inside of closetsFrom the remaining items on this list that were to be cleaned and leaving our house "sparkling (sic) and looking like new" http://www.maids.com/232/service-details.aspx?ID=according to their promise only of those areas were adequately cleanedFurthermore, as previously noted, the maids left the refrigerator open twiceTheir inability to adequately perform the work impacted our ability to move on the pre-arranged schedulePer my correspondence with the Maids representative they have admitted negligence. Additionally, through my correspondence with The Maids representative the head of the cleaning crew has misrepresented and outright fabricated conversations she had with my wife and me but has provided a litany of inconsistent excuses as to why different aspects of the work were not completed.It would be overly generous to describe the quality and standard of the cleaning done in our house as "poor"
Regards,
*** ***
Previously, *** *** expressed dissatisfaction with The Maids house cleaning in regards to cabinets, drawers, refrigerator, windows, and wood moldingsNow, several weeks later, his list of complaints has expanded enormouslyI apologize that the cleaning was anything but exceptionalFor that reason, we stand behind our hour guarantee, but *** *** refused the offer of a free re-cleanAlthough our policy is to perform a free re-clean, and to not give monetary refunds, I did give *** *** 33% off of the total price of his cleaning in good faith
On August 5, 2014, The Maids arrived to perform a “move-in” cleaning for *** *** homeOur Quality Assurance Manager was with the team during this cleaningOur manager is American and speaks only English, so there was no communication barrierShe only used her phone to contact our office to let us know how much time they needed to clean *** *** homeAt the beginning of the cleaning of *** *** *** home, he approved the time and price when he signed “The Maids Cleaning Agreement.” Also, at the end of the cleaning, he approved the cleaning and signed “The Maids Credit Card Authorization Form” to charge his credit card for the serviceThe next day, *** *** contacted us via telephone, and complained about some aspects of the cleaningThe Maids has a hour guarantee, whereas if a customer is not 100% satisfied with a house cleaning then we will send someone back to re-clean those areas free of charge*** *** refused the offer for a free re-clean and demanded a full refundWe explained to him that we would need to send someone to his home to verify that certain areas where not cleaned properly, but he refused to allow the inspection of his homeWe also reminded him that our policy is not to give refunds, but to re-cleanA couple of days later, *** *** contacted the Revdex.com and issued a complaint against usWe immediately responded and again offered him a re-cleanThen he posted a negative complaint on The Maids Facebook pageHe claimed that he has been unable to contact our office and no one reached out to him about his concernsThat was untrueWe again, offered him a re-clean*** *** refused all offers from us, and continued to only demand a refund*** *** then contacted his credit card company to place a chargeback for the cleaning services rendered, but his credit card company agreed that he accepted the services and payment amountIn conclusion, *** *** approved the cleaning and price of the cleaning at the beginning and end of the serviceHe signed the cleaning agreement and credit card authorization formHe refused to let our Quality Control manager come back to his home to verify his complaint and/or perform a re-cleanTherefore, there is nothing else we can offer *** ***
I do apologize that [redacted] was not 100% satisfied with your "move-in" cleaning. We do work in teams of 4 people and have "[redacted]" GPS tracking systems on all of our company vehicles. According to the GPS tracking report on October 20, 2015, the team arrived to [redacted] home at 10:32am and...
left at 12:18pm. That is a total of 106 minutes. At The Maids, we do have a 24 hour guarantee, whereas if you are not 100% satisfied with any aspects of your cleaning, and you contact us within 24 hours, then we would send someone back to re-clean the area free of charge. [redacted] did call us within 24 hours and spoke to an office manager. [redacted] main concern was that the inside of the refrigerator was not cleaned thoroughly. My office manager said that the refrigerator may need to be cleaned with a brush, and offered to send someone back to re-clean it. I apologize if there was a misunderstanding, but the office manager did not mean to indicate that [redacted] should clean it herself. She was only suggesting what might get the corners and crevices of the refrigerator more thoroughly clean, and offered to send a team back to do so. [redacted] refused the offer to have someone come back to re-clean. We would need to verify any complaints and attempt to clean the areas better before we would give any monetary refunds or credits. Although we have a 24 hour guarantee and it has been 1 week since we visited [redacted] home, in good faith, I still offer to send someone to her home to clean the kitchen appliances, counter tops, and mirrors which are the areas of complaint. We would need to perform this re-clean in a week's time or less. Thank you.
We at The Maids pride ourselves on providing a quality housecleaning service and feel very bad about your experience with our company. We will not provide excuses. When you called our office, the person you spoke to tried to explain that we would send a team back to take care of your concerns....
Using cellphones while on the job is prohibited. However, cellphones are provided to supervisors to call the office and at one time 2 supervisors were in your home. It is unfortunate that you would not allow us back to view and correct the problems as we requested.
Complaint: [redacted]
I am rejecting this response because:
The proposed fee is not commensurate with the work that was/was not performed. 33% off is unacceptable when only 33% of the work that should have been properly performed was completed. The reason the complaint has expanded 'several weeks later' is because it took several weeks and the involvement of the Revdex.com for The Maids to finally respond to my written request for a list of the work that was supposed to be done at our house.As explained at the time of the incident the 24 hour re-clean was rejected was because it would have negatively impacted the timing of our scheduled move-in. As it happened portions of our move were unable to happen as scheduled due to the Maids carelessness and ineptitude. Furthermore it shouldn't take 3 visits in one day by two different cleaning crews to get the basics right. The Maids are being disingenuous by describing the work as 'anything but exceptional' - it was a very very far way from even being acceptable. Despite their claims of good faith The Maids are attempting to charge us for work that was not performed.
Regards,
[redacted]
The Maids were hired by [redacted] and [redacted] to perform a “Move-in” cleaning for their new home. We were hired to clean 2 bedrooms, 2 bathrooms, living room, dining room, kitchen, den, stairs and hallways. A move-in cleaning includes: Kitchen • Remove grease build-up and food splatter •...
Clean sink • Clean appliance exteriors • Clean range top • Damp wipe cabinet doors • Damp wipe interior of cabinets and drawers • Clean counters • Hand wash floor • Upon request, clean inside of the refrigerator and oven Bathrooms • Remove soap sm, mildew build-up, and water stains • Clean sinks • Clean counters • Clean, disinfect toilets, tubs, showers • Damp wipe cabinet doors • Damp wipe interior of cabinets and drawers • Hand wash, disinfect floors All Rooms • Wash sills, door ledges, and baseboards • Remove cobwebs • Vacuum and mop floors • Vacuum carpets • Vacuum/wash stairs • Clean and vacuum inside of closets Windows • Clean entry door window and one set of patio door windows • Clean window over kitchen sink • Upon request, clean all other windows This is a list of 25 points or areas that should have been cleaned. [redacted] complained that 5 out of 25 areas were not completed to his satisfaction. Please note that my team supervisor did advise the customer and The Maids management that some windows could not be opened, and some baseboards and chair railing were cracked where they met the wall, so not all windows and railing could be cleaned completely. The supervisor did neglect to vacuum the inside of the cabinets and drawers before wiping them out which caused some food, dirt and residue to be left behind. The supervisor also mentioned that she closed the refrigerator door after completing the cleaning of the inside. She is not sure how the refrigerator door was found wide open. I offered to send the team back for a second re-cleaning, but [redacted] said he did not have time for a re-clean since the moving company was going to arrive shortly. If we were able to send the team of 4 people back to re-clean, it would have taken 4 people approximately 15 to 30 minutes. [redacted] sent me an email explaining that it took him 1 hour to re-clean those areas by himself. We charge $45 per person, per hour and we send teams of usually 4 people. Therefore, we charge $180 per hour. The team of 4 people spent 2 hours cleaning [redacted]’ home earlier that day which is $360 plus tax. According to the above list of what a “Move-in” cleaning includes, 80% of the cleaning was accomplished to [redacted]’ satisfaction and 20% of the cleaning was not. Of course, THE MAIDS’ goal is for our customers to be 100% satisfied with their cleaning, this is why we continue to back this service with our unconditional guarantee. If a customer is not satisfied with any part of a cleaning, notify this office within 24 hours. We will cheerfully return and re-clean the area free of charge. Unfortunately, [redacted] felt as if he did not have time for a re-cleaning, so I decided to give him a $120 discount off of the cleaning. This is equivalent to a team of 4 people working for 40 minutes or a 33% discount off of $360.00. We are unable to absorb any additional discount.
Complaint: [redacted]
I am rejecting this response because:The response given by the company was not correct. When I complained that only 10% of the job was completed, the workers were on phones, not cleaning, and played the we don't understand we don't speak English game when I was trying to explain surfaces, floors, counters, cabinets were not cleaned, I was told there was nothing that can be done. I could not have allowed them to schedule another time to come back, the cleaning needed to be done that day, that's what they were hired to do, and payed to do. I was moving in. If that was delayed any longer, I would have had to pay another months rent at my old residence. This was not financially viable for them to do their job, or attempting to do it again.
Regards,
[redacted]
We at The Maids pride ourselves on providing a quality housecleaning service and feel very bad about your experience with our companyWe will not provide excusesWhen you called our office, the person you spoke to tried to explain that we would send a team back to take care of your concerns Using cellphones while on the job is prohibitedHowever, cellphones are provided to supervisors to call the office and at one time supervisors were in your homeIt is unfortunate that you would not allow us back to view and correct the problems as we requested
Complaint: [redacted] I am rejecting this response because:The response given by the company was not correctWhen I complained that only 10% of the job was completed, the workers were on phones, not cleaning, and played the we don't understand we don't speak English game when I was trying to explain surfaces, floors, counters, cabinets were not cleaned, I was told there was nothing that can be doneI could not have allowed them to schedule another time to come back, the cleaning needed to be done that day, that's what they were hired to do, and payed to doI was moving inIf that was delayed any longer, I would have had to pay another months rent at my old residenceThis was not financially viable for them to do their job, or attempting to do it again Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: The proposed fee is not commensurate with the work that was/was not performed33% off is unacceptable when only 33% of the work that should have been properly performed was completedThe reason the complaint has expanded 'several weeks later' is because it took several weeks and the involvement of the Revdex.com for The Maids to finally respond to my written request for a list of the work that was supposed to be done at our house.As explained at the time of the incident the hour re-clean was rejected was because it would have negatively impacted the timing of our scheduled move-inAs it happened portions of our move were unable to happen as scheduled due to the Maids carelessness and ineptitudeFurthermore it shouldn't take visits in one day by two different cleaning crews to get the basics rightThe Maids are being disingenuous by describing the work as 'anything but exceptional' - it was a very very far way from even being acceptableDespite their claims of good faith The Maids are attempting to charge us for work that was not performed Regards, [redacted] ***
The Maids were hired by [redacted] and [redacted] to perform a “Move-in” cleaning for their new homeWe were hired to clean bedrooms, bathrooms, living room, dining room, kitchen, den, stairs and hallwaysA mocleaning includes: Kitchen • Remove grease buiand food splatter • Clean sink • Clean appliance exteriors • Clean range top • Damp wipe cabinet doors • Damp wipe interior of cabinets and drawers • Clean counters • Hand wash floor • Upon request, clean inside of the refrigerator and oven Bathrooms • Remove soap s
m, mildew build-up, and water stains • Clean sinks • Clean counters • Clean, disinfect toilets, tubs, showers • Damp wipe cabinet doors • Damp wipe interior of cabinets and drawers • Hand wash, disinfect floors All Rooms • Wash sills, door ledges, and baseboards • Remove cobwebs • Vacuum and mop floors • Vacuum carpets • Vacuum/wash stairs • Clean and vacuum inside of closets Windows • Clean entry door window and one set of patio door windows • Clean window over kitchen sink • Upon request, clean all other windows This is a list of points or areas that should have been cleaned [redacted] complained that out of areas were not completed to his satisfactionPlease note that my team supervisor did advise the customer and The Maids management that some windows could not be opened, and some baseboards and chair railing were cracked where they met the wall, so not all windows and railing could be cleaned completelyThe supervisor did neglect to vacuum the inside of the cabinets and drawers before wiping them out which caused some food, dirt and residue to be left behindThe supervisor also mentioned that she closed the refrigerator door after completing the cleaning of the insideShe is not sure how the refrigerator door was found wide openI offered to send the team back for a second re-cleaning, but [redacted] said he did not have time for a re-clean since the moving company was going to arrive shortlyIf we were able to send the team of people back to re-clean, it would have taken people approximately to minutes [redacted] sent me an email explaining that it took him hour to re-clean those areas by himselfWe charge $per person, per hour and we send teams of usually peopleTherefore, we charge $per hourThe team of people spent hours cleaning [redacted] ***’ home earlier that day which is $plus taxAccording to the above list of what a “Move-in” cleaning includes, 80% of the cleaning was accomplished to [redacted] ***’ satisfaction and 20% of the cleaning was notOf course, THE MAIDS’ goal is for our customers to be 100% satisfied with their cleaning, this is why we continue to back this service with our unconditional guaranteeIf a customer is not satisfied with any part of a cleaning, notify this office within hoursWe will cheerfully return and re-clean the area free of chargeUnfortunately, [redacted] felt as if he did not have time for a re-cleaning, so I decided to give him a $discount off of the cleaningThis is equivalent to a team of people working for minutes or a 33% discount off of $We are unable to absorb any additional discount
Complaint: ***
m (soap s
m present throughout upstairs bathroom shower) Mildew build-up, and water stains (mildew present throughout upstairs bathroom) Damp wipe interior of cabinets and drawers (interiors of drawers and medicine cabinet had hair, dirt, detritus) All Rooms Wash sills, door ledges, and baseboards (sills, door ledges, baseboards, and chair rails were left filthy and uncleaned) Remove cobwebs (cobwebs present in bedrooms, kitchen, living room, bathrooms) Clean inside of closets (all closet interiors were left uncleaned, dust, dirt, detritus)Windows Clean entry door window and one set of patio door windows (entry door windows were left uncleaned, house has no patio door windows) Clean window over kitchen sink (not cleaned thoroughly, required re-cleaning) Upon request, clean all other windows (windows were either not cleaned thoroughly or left uncleaned)The following four items on this list were things that we requested that they omit from their cleaningThis was discussed prior to the work commencing so for them to include it in their list of what we're being charged for is surprising: Vacuum and mop non-bathroom and kitchen floors Vacuum carpets - there are no carpets in the house Vacuum/wash stairs Vacuum inside of closetsFrom the remaining items on this list that were to be cleaned and leaving our house "sparkling (sic) and looking like new" http://www.maids.com/232/service-details.aspx?ID=according to their promise only of those areas were adequately cleanedFurthermore, as previously noted, the maids left the refrigerator open twiceTheir inability to adequately perform the work impacted our ability to move on the pre-arranged schedulePer my correspondence with the Maids representative they have admitted negligence. Additionally, through my correspondence with The Maids representative the head of the cleaning crew has misrepresented and outright fabricated conversations she had with my wife and me but has provided a litany of inconsistent excuses as to why different aspects of the work were not completed.It would be overly generous to describe the quality and standard of the cleaning done in our house as "poor"
I am rejecting this response because:
Although we requested from The Maids, in writing, an accounting of what work had been done in our house it has still not been providedWhat has been sent is a breakdown of what work should have been covered by the fee they are charging usThe listing only deepens our complaint, as they mention in their response it is a list of areas that should have been cleaned, it does not indicate all areas were cleaned and our experience with this particular cleaning crew is that these things were neglected or given only the most superficial of cleanings:In the kitchen the following areas were not adequately cleaned: Remove grease buiand food splatter (drawer and cabinet doors and handles were left greasy and not thoroughly cleaned) Damp wipe cabinet doors Damp wipe interior of cabinets and drawers (interiors of drawers and cabinets had hair, dirt, food, detritus) Hand wash floor (floor was not thoroughly cleaned, cursory cleaning left buiat perimeters of room) Upon request, clean inside of the refrigerator (fridge interior had dirt, food)Bathrooms Remove soap s
Regards,
*** ***
Previously, *** *** expressed dissatisfaction with The Maids house cleaning in regards to cabinets, drawers, refrigerator, windows, and wood moldingsNow, several weeks later, his list of complaints has expanded enormouslyI apologize that the cleaning was anything but exceptionalFor that reason, we stand behind our hour guarantee, but *** *** refused the offer of a free re-cleanAlthough our policy is to perform a free re-clean, and to not give monetary refunds, I did give *** *** 33% off of the total price of his cleaning in good faith
On August 5, 2014, The Maids arrived to perform a “move-in” cleaning for *** *** homeOur Quality Assurance Manager was with the team during this cleaningOur manager is American and speaks only English, so there was no communication barrierShe only used her phone to contact our office to let us know how much time they needed to clean *** *** homeAt the beginning of the cleaning of *** *** *** home, he approved the time and price when he signed “The Maids Cleaning Agreement.” Also, at the end of the cleaning, he approved the cleaning and signed “The Maids Credit Card Authorization Form” to charge his credit card for the serviceThe next day, *** *** contacted us via telephone, and complained about some aspects of the cleaningThe Maids has a hour guarantee, whereas if a customer is not 100% satisfied with a house cleaning then we will send someone back to re-clean those areas free of charge*** *** refused the offer for a free re-clean and demanded a full refundWe explained to him that we would need to send someone to his home to verify that certain areas where not cleaned properly, but he refused to allow the inspection of his homeWe also reminded him that our policy is not to give refunds, but to re-cleanA couple of days later, *** *** contacted the Revdex.com and issued a complaint against usWe immediately responded and again offered him a re-cleanThen he posted a negative complaint on The Maids Facebook pageHe claimed that he has been unable to contact our office and no one reached out to him about his concernsThat was untrueWe again, offered him a re-clean*** *** refused all offers from us, and continued to only demand a refund*** *** then contacted his credit card company to place a chargeback for the cleaning services rendered, but his credit card company agreed that he accepted the services and payment amountIn conclusion, *** *** approved the cleaning and price of the cleaning at the beginning and end of the serviceHe signed the cleaning agreement and credit card authorization formHe refused to let our Quality Control manager come back to his home to verify his complaint and/or perform a re-cleanTherefore, there is nothing else we can offer *** ***
I do apologize that [redacted] was not 100% satisfied with your "move-in" cleaning. We do work in teams of 4 people and have "[redacted]" GPS tracking systems on all of our company vehicles. According to the GPS tracking report on October 20, 2015, the team arrived to [redacted] home at 10:32am and...
left at 12:18pm. That is a total of 106 minutes. At The Maids, we do have a 24 hour guarantee, whereas if you are not 100% satisfied with any aspects of your cleaning, and you contact us within 24 hours, then we would send someone back to re-clean the area free of charge. [redacted] did call us within 24 hours and spoke to an office manager. [redacted] main concern was that the inside of the refrigerator was not cleaned thoroughly. My office manager said that the refrigerator may need to be cleaned with a brush, and offered to send someone back to re-clean it. I apologize if there was a misunderstanding, but the office manager did not mean to indicate that [redacted] should clean it herself. She was only suggesting what might get the corners and crevices of the refrigerator more thoroughly clean, and offered to send a team back to do so. [redacted] refused the offer to have someone come back to re-clean. We would need to verify any complaints and attempt to clean the areas better before we would give any monetary refunds or credits. Although we have a 24 hour guarantee and it has been 1 week since we visited [redacted] home, in good faith, I still offer to send someone to her home to clean the kitchen appliances, counter tops, and mirrors which are the areas of complaint. We would need to perform this re-clean in a week's time or less. Thank you.
We at The Maids pride ourselves on providing a quality housecleaning service and feel very bad about your experience with our company. We will not provide excuses. When you called our office, the person you spoke to tried to explain that we would send a team back to take care of your concerns....
Using cellphones while on the job is prohibited. However, cellphones are provided to supervisors to call the office and at one time 2 supervisors were in your home. It is unfortunate that you would not allow us back to view and correct the problems as we requested.
Complaint: [redacted]
I am rejecting this response because:
The proposed fee is not commensurate with the work that was/was not performed. 33% off is unacceptable when only 33% of the work that should have been properly performed was completed. The reason the complaint has expanded 'several weeks later' is because it took several weeks and the involvement of the Revdex.com for The Maids to finally respond to my written request for a list of the work that was supposed to be done at our house.As explained at the time of the incident the 24 hour re-clean was rejected was because it would have negatively impacted the timing of our scheduled move-in. As it happened portions of our move were unable to happen as scheduled due to the Maids carelessness and ineptitude. Furthermore it shouldn't take 3 visits in one day by two different cleaning crews to get the basics right. The Maids are being disingenuous by describing the work as 'anything but exceptional' - it was a very very far way from even being acceptable. Despite their claims of good faith The Maids are attempting to charge us for work that was not performed.
Regards,
[redacted]
The Maids were hired by [redacted] and [redacted] to perform a “Move-in” cleaning for their new home. We were hired to clean 2 bedrooms, 2 bathrooms, living room, dining room, kitchen, den, stairs and hallways. A move-in cleaning includes: Kitchen • Remove grease build-up and food splatter •...
m, mildew build-up, and water stains • Clean sinks • Clean counters • Clean, disinfect toilets, tubs, showers • Damp wipe cabinet doors • Damp wipe interior of cabinets and drawers • Hand wash, disinfect floors All Rooms • Wash sills, door ledges, and baseboards • Remove cobwebs • Vacuum and mop floors • Vacuum carpets • Vacuum/wash stairs • Clean and vacuum inside of closets Windows • Clean entry door window and one set of patio door windows • Clean window over kitchen sink • Upon request, clean all other windows This is a list of 25 points or areas that should have been cleaned. [redacted] complained that 5 out of 25 areas were not completed to his satisfaction. Please note that my team supervisor did advise the customer and The Maids management that some windows could not be opened, and some baseboards and chair railing were cracked where they met the wall, so not all windows and railing could be cleaned completely. The supervisor did neglect to vacuum the inside of the cabinets and drawers before wiping them out which caused some food, dirt and residue to be left behind. The supervisor also mentioned that she closed the refrigerator door after completing the cleaning of the inside. She is not sure how the refrigerator door was found wide open. I offered to send the team back for a second re-cleaning, but [redacted] said he did not have time for a re-clean since the moving company was going to arrive shortly. If we were able to send the team of 4 people back to re-clean, it would have taken 4 people approximately 15 to 30 minutes. [redacted] sent me an email explaining that it took him 1 hour to re-clean those areas by himself. We charge $45 per person, per hour and we send teams of usually 4 people. Therefore, we charge $180 per hour. The team of 4 people spent 2 hours cleaning [redacted]’ home earlier that day which is $360 plus tax. According to the above list of what a “Move-in” cleaning includes, 80% of the cleaning was accomplished to [redacted]’ satisfaction and 20% of the cleaning was not. Of course, THE MAIDS’ goal is for our customers to be 100% satisfied with their cleaning, this is why we continue to back this service with our unconditional guarantee. If a customer is not satisfied with any part of a cleaning, notify this office within 24 hours. We will cheerfully return and re-clean the area free of charge. Unfortunately, [redacted] felt as if he did not have time for a re-cleaning, so I decided to give him a $120 discount off of the cleaning. This is equivalent to a team of 4 people working for 40 minutes or a 33% discount off of $360.00. We are unable to absorb any additional discount.
Clean sink • Clean appliance exteriors • Clean range top • Damp wipe cabinet doors • Damp wipe interior of cabinets and drawers • Clean counters • Hand wash floor • Upon request, clean inside of the refrigerator and oven Bathrooms • Remove soap s
Complaint: [redacted]
I am rejecting this response because:The response given by the company was not correct. When I complained that only 10% of the job was completed, the workers were on phones, not cleaning, and played the we don't understand we don't speak English game when I was trying to explain surfaces, floors, counters, cabinets were not cleaned, I was told there was nothing that can be done. I could not have allowed them to schedule another time to come back, the cleaning needed to be done that day, that's what they were hired to do, and payed to do. I was moving in. If that was delayed any longer, I would have had to pay another months rent at my old residence. This was not financially viable for them to do their job, or attempting to do it again.
Regards,
[redacted]