Sylvia Masonry-Tony Sylvia

[redacted] was a customer of oursWhen she signed up for our service on 2-21-She signed up for a bi-weekly service which is once every two weeksHer first initial clean was priced at $then an ongoing $She also signed up that day for our Merry Maids Advantage package which is a contract that customers can sign up forWhen they sign this contract they are agreeing to home cleanings and get a $discount on their first time cleaning and a 10% discount off their regular serviceHow the contract works is the customer has days to get all cleanings inOnly if for some reason the cleanings were not completed in that time or if the service was canceled before the cleanings were completed do we charge the customer their $waived fee that took off their first time cleaningThis cancelation fee is just a reuinbursement for the deep clean that we did already provide for the customer [redacted] signed and understood this contractShe canceled the cleaning after only cleaningsAs stated in her letter she talked about an employee named ***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 bathroomI spoke to the girls and know this to be a statment because here at Merry maids we use diffeerent color towelsA pink towel is for Bathroom, yellow is for kitchens and wet washing floors, green is for dry dusting and blue is for glass and mirrorsThis was there is not cross contamination and our employees would never use a pink towel in any place other than a bathroomThat is how they all are trainedAlso we do not wet our towel with water from the sinkWe use our own Merry Maid products that are in spray bottlesI 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 ofShe mentioned that we tell our employees to cut corners that also is a statementOur employees go through an extensive to weeks of training when starting on with Merry Maids because we offer such a detailed cleaning for our customersI did speak with [redacted] multiple times and sent out girls on mulpiple occaions for redos to try and fix the things that were missedThat is our plocily so I was trying to work with her on thatHer statement saying we are charing her $1,for a cancelation fee is 100% as wellI told her that it was a charge of $since she was cancelting her MMA contract before the cleanings were metShe did not want to pay thatSince she did have multiple complaints I told her that we would only charge her $because of thatShe still refused to pay thatAll 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 $cancelation fee in the end.Sent on: [redacted] **Sent by: [redacted]

The customer called us the same day she wanted a cleaningWe responded to her immediately and explained that since it was mid day we would only be able to do a "hourly" cleaningWith an hourly cleaning we can not guarentee a full house cleaning only what can get done in that amount of timeI explained this multiple times to the customersThey even called to add on more timeWhen they called I explained again that I can not guarantee a full complete cleaning and they both said they understandThe cleaners said that the house was covered in bugs almost to point where we had to remove the cleanersThe dirt and dust was to an extreme levelThese customers even explained to us before we started that another cleaning company was hired and left the jobI sent out some of my top cleanersOne cleaner has been with us for 5+ years and has been nominated for employee of they year on multiple occansionsThe other two cleaners have been with our company for 2+ yearsThese customers never planned on paying from the startWe always require a deposit by credit card but they told us that was not possible and that they would have the deposit by cash when the maids showed up, this never happed As soon as the cleaners left the customers started complaining even though they personally tipped the cleaners for doing a good jobWe do not require tips and we dont even speak to the customers about tippingThat is all based on your personal wants and experiencesEven though I completely trusted my employees and the work that was done I still tried to offer the customer $refund or a redo she screamed at me and said she would not pay us at allShe continued to call the office multiple times screaming and yelling, we told her we were willing to work with her but she just wanted to yell at us about the cleaningWe explained that we understood her concerns but we were not going to agrue with herShe called more times screaming so bad we had to ask her to please stop calling or we would have to call the policeWe are an honest company and are willing to work with our customers 100%

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

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

[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]