The Maids Boston

- This company has not provided services to me or my home four timesOnly once- When scheduling the service I was told I would be contacted before the serviceDuring this phone call there was no discussion about my specific needs within the homeDuring this phone call it was not noted that I would be contacted by email therefore I did not get the message before the day scheduledI was also told I would be able to discuss my specifics before.- I was minutes late because I did not receive a confirmation emailI was expecting a phone call.- I never referred to the team speaking Spanish as an impedimentThe lack of protocol and resolution around possible incorrect translations was my complaintBeing informed of the extensive history of Spanish speaking teams leads me to believe that I am not the first person in years to have information incorrectly translatedTherefore, there should have been a protocol and resolution put into place when/if it happens.- According to your rebuttal there should have been notes with the team before they even entered my homeIf all I received was a confirmation email and nothing was discussed on the initial booking phone call, how would anyone have notes when they arrived?- Yes my floors has been refinished which is why I hired the cleaning servicesBut of course this would have been known if the supervisor had spoken to me about my needs before arriving.- I did not instruct the team not to use a vacuumI never expressed I was concerned about the maids team damaging my floorIn fact, I had booties available for them to use but they had their ownI also quickly laid down runners throughout the LR and Kitchen for them to walk on [redacted] on the phone, upon their entrance, told them to use a soft cloth since the floors were new.- I never said a back pack vacuum could not be usedI was never asked nor did [redacted] on the phone translating ask me about a back pack vacuumI did however see this vacuum being used in other parts of my home other than the kitchen and LR (where there was new hardwood).- I am not able to confirm how long they were at my house as I had to leave [redacted] on the phone translating said it would be hoursIt remains unclear as to how people cleaning a kitchen, LR, a hallway, a stairwell, full baths and a half bath took over hours even without a back pack vacuum.- Reaching high areas was not a problem as I observed one woman on top my kitchen counters reaching above my cabinets.- My complaints (the third time) about areas not cleaned and the photos to support such are not from high areas, there are in fact easily within reachThe higher areas (the second time I complained) that were not cleaned were nowhere near where the new floor wasThey were in the bathrooms.- There were two staff members cleaning my kitchen, not oneI opened my cleaning product cabinet which is wall mounted, above my counter, three shelves and approxa foot and a half deep and offered my products to them use to clean if they needed anythingI have done this before for other cleaning services who spoke Spanish and Portuguese and never did they misunderstand my offering as take everything out of this cabinet home.- I opened a cabinet under my counter in the corner and found wood dust about inches into the cabinetUpon opening the cabinet both team members were looking with me and I asked them to tackle the dust in any cabinet they may find and they both shook their heads and verbally acknowledged that they understood.- I never used the words “feel free to TAKE the cleaning supplies” this is a blatant statement- cast iron skillets, that were oiled and cleaned, were also taken from my cabinets which seems very odd since they were nowhere near the cleaning supply cabinetWhen these were returned they were rustedI am still trying to salvage them from the rust.- A full refund was offered I did not deny itI said that I expected the home to be cleaned properly as I was running out of time before my first showing and I was out of town when I filed the first complaint.- The cleaning supplies that were returned were only a few of the numerous products in my cabinetEven if the empty spray bottles, that I use to dilute concentrates, were thrown away there were still so many products missingI was not able to articulate all that was missing because I was shocked and could not remember at the time- Two team members and the owner [redacted] did return to clean furtherBut even this visit was inadequate as I discovered later when preparing for my showing.- Once again I never ever said vacuums could not be usedI have no idea where this continual accusation is coming from.- I did not walk through where they cleaned a second time because I was obviously too trusting that everything was taken care of.- I was under a great deal of stress preparing my home to get on the market and traveling for work at the same timeI was not able to remember everything missing in the cabinet at the very moment that [redacted] stood before meIt wasn’t until I had to go back and clean what they didn’t clean the second time that I realized what else was missingAs I was cleaning it was habit for me to walk to the cabinet and reach for the item I needed when I realized “oh yeah that’s missing also”- The items I could remember on the spot I did report to [redacted] and she did send those items to me rather quickly.- I brought up the idea of another booking because I wanted to make amends with this teamI am a service industry consultant and I understand the importance of keeping customers happyI wanted to give them an opportunity to clean my home again, free of charge, as opposed to giving me a refund for this terrible experienceThe details of this proposal were not discussed because [redacted] immediately shot down my mention and said she didn’t think it was wise to continue doing business togetherShe also offered to pay half of whatever another cleaning service company would charge for another cleaningThis did not happen nor was it further discussed.- I did not walk through my home and yes I did say everything was okI did not however say that not having all my cleaning products returned was okI also noted to [redacted] that there were items still missing.- Because I travel for a living I am not home very often, nor do I open my freezer on a daily basis, or look at the side of the cabinet my island is on top of, nor do I open every single cabinet in my kitchen, or do I look at the floor next to my refrigeratorThese are areas I took photos of because at this point I was floored that these regions were not cleaned because they were full of wood dustThe top shelf of the freezer was dirty and I specifically asked the team to clean out the refrigeratorThe rest of the refrigerator was clean why not the top shelf of the freezer which was very dirty.- I filed a Revdex.com complaint immediately when I realized how many more areas were dirty and especially for the cast iron skillets that stolenCast iron skillets have nothing to do with cleaning suppliesI gave [redacted] time to refund my credit cardWhen I did not see any refund on my credit card I was convinced this matter needed to be reviewed again.- If I do not receive a full refund I will unfortunately be researching the small claims court process.- I have contacted the corporate offices of this franchised company Regards, [redacted]

To whom it may concern,In my past few denial replies I tried to attach photos but the web-site would not allow me to send themAttached you will find a few areas I captured with a camera that were not cleaned.As referenced in previous replies, three of my cast iron skillets were taken and returned with rust on them(Before my first Revdex.com complaint filed, I tried to treat them to recover them, attached is the only photo I took beforehand) The business owner has not made any comment to the fact that personal property was stolen from my homeAbove and beyond the debate over whether my home was or was not adequately cleaned and whether the cleaning supplies being taken from my home was handled properly, the truth still remains that personal property was taken from my home and returned damaged.There are four key facts in this whole situation:- my home was not thoroughly cleaned - personal property was taken- not all personal property was returned- some of the personal property returned was damagedBased on these facts I believe a full refund is fair solutionjpg - damage of one of the cast iron skilletsjpg - wood dust on the inside of a cabinet near the floor, next to the overThe cabinet to the other side of this photo WAS wiped down and cleaned propererlyjpg - the top shelf of the freezer not cleaned at allThere was nothing in it as I cleaned everything out of freezer in front of the teamThe rest of the freezer WAS cleaned properlyjpg - wood dust clearly left on the floor in a pile next to the fridgejpg - this is difficult to see with the sun, but all the cabinet sides of the kitchen island were still covered in wood dustThe island was not wiped down properly

We have been in business for exactly years and provided over 50,services and have been a Revdex.com A+ credited business for several years.We recognize we have mistakes but we have been able to resolve the majority of our issues with our customers when both parties work it out and requests are reasonable. We have provided several visits to Ms***'s home since 12/19/2007, on1/7/2008, on 3/3/on 9/30/and the last service on 6/18/ Ms*** was familiar with our prices, cleaning process, email reminders I understand this final cleaning things didn’t go as expected for any of usThe Maids has tried to rectify what was not to Ms***'s satisfaction, by returning to your home for a free cleaningI personally invited Ms*** to do a walk through and for you to review the items you pointed at usShe insisted it wasn’t necessary. Before I stepped out of your houseafter the reclean, you were scheduling another cleaning and I suggested it would be best to close this part firstAbout the miscommunication, we returned the cleaning supplies and replaced the cleaning supplies/bottles you claimed were not in the return box.At this point, a service was rendered, a free reclean was provided, we replaced with new bottles, the cleaning supplies you claimedA demand for a full refund that we consider unreasonableWe have done our part and we request to the Revdex.com its consideration for keeping the payment for this service provided to Ms***

We had provided services tothis customer times since Ms***called us to schedule a cleaning for 6/18/and we scheduled accordingly Part of our practice is to send a reminderemail to our customers the day prior with the arrival window and we did sendMs*** the
emailThe team arrived within the arrival window on the dayMs*** had requestedCustomer wasn’t home and team had to wait 30mins forthe customer to arrive Having Spanish speakingemployees in the cleaning industry is very common and wasn’t a problem in thepast cleans we provided to Ms***In fact, in years and almost50,cleans having Spanish workers hasn’t been an impedimentThe way wehandle this is, is by having the customer communicate the requirements throughthe office, the office translates it and the supervisor bring the notes in thework order to the house The floor had been redone,there was a lot of fine white dust through the house, the customer instructedthe team, not to use the vacuum because she was afraid we would damage thefloors, although this is a back pack vacuumThe team cleaned the house forover hours without the main tool we needed to remove dust and reach highareasDuring the cleaning Ms*** instructed the staff member who wascleaning the kitchen to clean inside the cabinets and offered the team to useher supplies to one of the staff membersOur member misunderstood “feel freeto take the cleaning supplies”The customer left the house and the teamcontinued cleaning until finish. Theteam emptied the cabinets and took the cleaning supplies that had productinside them, the rest of the empty bottles were left outside her door in agarbage by the garbage bins When she called over theweekend to complaint I offered a full refund, she denied it, she wanted areclean and wanted her products back So, I spoke with the team and we were back atMs*** for a reclean that she scheduled for 6/I personally came backwith of the staff members and brought back the cleaning supplies we had byerror taken from her house She hadponotes on the areas she wanted a recleanpeople cleaned her home foranother 30mins, some of the areas were only reachable with the vacuumextensions (that she had asked us not to us) there were light fixtures, 2tops of frames and window sillsAt the end of the reclean, Iasked her to take a walk through with me and she said it was not necessaryOncewe were done cleaning, she opened the box of supplies we had brought back and said those were not all the supplies she hadin the cabinet and explained to her about the empty bottles we had thrown awayin the garbageI asked her to send me an email with the list of the items shewas missing and I would place an online order to get the items shipped directlyto her.Once we offered a fullrefund that was denied, we came back and recleaned, we brought the items back,we paid for the missing empty cleaning bottles, we offered a walk through priorto leaving her homeShe was ready to schedule another cleaning, I suggested towait until we had given closure to this part of the service and we could talkabout the next visitI asked at that point if she was happy and satisfied andshe said yesMy staff and I walked out of the house that day.On June 29th, Ireceived an email from Ms*** with the list of items she was missingfrom her home, I placed an online order via amazon prime and were delivered onJuly 1st at her houseOn July 3rd shesent an email with another complaint about more areas that apparently were notcleaned at her house and a request more cleaning supplies and a full refund We were closed on Friday and a Revdex.com complaintwas received on Sunday July At this point, I took ownership or our error and fixed I don’t consider this to be a reasonable request, specially when she had given closure and the many times we spoke with her, our visit to her house, the replacement of the empty cleaning bottlesRequesting a full refund at this point is just not reasonable nor I think is prudent to have the team for future services, unfortunately we wont be able to fulfill this demand

- This company has not provided services to me or my home four times. Only once. - When scheduling the service I was told I would be contacted before the service. During this phone call there was no discussion about my specific needs within the home. During this phone call it was not noted that I would be contacted by email therefore I did not get the message before the day scheduled. I was also told I would be able to discuss my specifics before.- I was 30 minutes late because I did not receive a confirmation email. I was expecting a phone call.- I never referred to the team speaking Spanish as an impediment. The lack of protocol and resolution around possible incorrect translations was my complaint. Being informed of the extensive history of Spanish speaking teams leads me to believe that I am not the first person in 10 years to have information incorrectly translated. Therefore, there should have been a protocol and resolution put into place when/if it happens.- According to your rebuttal there should have been notes with the team before they even entered my home. If all I received was a confirmation email and nothing was discussed on the initial booking phone call, how would anyone have notes when they arrived?- Yes my floors has been refinished which is why I hired the cleaning services. But of course this would have been known if the supervisor had spoken to me about my needs before arriving.- I did not instruct the team not to use a vacuum. I never expressed I was concerned about the maids team damaging my floor. In fact, I had booties available for them to use but they had their own. I also quickly laid down runners throughout the LR and Kitchen for them to walk on. [redacted] on the phone, upon their entrance, told them to use a soft cloth since the floors were new.- I never said a back pack vacuum could not be used. I was never asked nor did [redacted] on the phone translating ask me about a back pack vacuum. I did however see this vacuum being used in other parts of my home other than the kitchen and LR (where there was new hardwood).- I am not able to confirm how long they were at my house as I had to leave. [redacted] on the phone translating said it would be 1.5 hours. It remains unclear as to how 4 people cleaning a kitchen, LR, a hallway, a stairwell, 2 full baths and a half bath took over 2.5 hours even without a back pack vacuum.- Reaching high areas was not a problem as I observed one woman on top my kitchen counters reaching above my cabinets.- My complaints (the third time) about areas not cleaned and the photos to support such are not from high areas, there are in fact easily within reach. The higher areas (the second time I complained) that were not cleaned were nowhere near where the new floor was. They were in the bathrooms.- There were two staff members cleaning my kitchen, not one. I opened my cleaning product cabinet which is wall mounted, above my counter, three shelves and approx. a foot and a half deep and offered my products to them use to clean if they needed anything. I have done this before for other cleaning services who spoke Spanish and Portuguese and never did they misunderstand my offering as take everything out of this cabinet home.- I opened a cabinet under my counter in the corner and found wood dust about 4 inches into the cabinet. Upon opening the cabinet both team members were looking with me and I asked them to tackle the dust in any cabinet they may find and they both shook their heads and verbally acknowledged that they understood.- I never used the words “feel free to TAKE the cleaning supplies” this is a blatant false statement. - 4 cast iron skillets, that were oiled and cleaned, were also taken from my cabinets which seems very odd since they were nowhere near the cleaning supply cabinet. When these were returned they were rusted. I am still trying to salvage them from the rust.- A full refund was offered I did not deny it. I said that I expected the home to be cleaned properly as I was running out of time before my first showing and I was out of town when I filed the first complaint.- The cleaning supplies that were returned were only a few of the numerous products in my cabinet. Even if the empty spray bottles, that I use to dilute concentrates, were thrown away there were still so many products missing. I was not able to articulate all that was missing because I was shocked and could not remember at the time. - Two team members and the owner [redacted] did return to clean further. But even this visit was inadequate as I discovered later when preparing for my showing.- Once again I never ever said vacuums could not be used. I have no idea where this continual accusation is coming from.- I did not walk through where they cleaned a second time because I was obviously too trusting that everything was taken care of.- I was under a great deal of stress preparing my home to get on the market and traveling for work at the same time. I was not able to remember everything missing in the cabinet at the very moment that [redacted] stood before me. It wasn’t until I had to go back and clean what they didn’t clean the second time that I realized what else was missing. As I was cleaning it was habit for me to walk to the cabinet and reach for the item I needed when I realized “oh yeah that’s missing also”- The items I could remember on the spot I did report to [redacted] and she did send those 3 items to me rather quickly.- I brought up the idea of another booking because I wanted to make amends with this team. I am a service industry consultant and I understand the importance of keeping customers happy. I wanted to give them an opportunity to clean my home again, free of charge, as opposed to giving me a refund for this terrible experience. The details of this proposal were not discussed because [redacted] immediately shot down my mention and said she didn’t think it was wise to continue doing business together. She also offered to pay half of whatever another cleaning service company would charge for another cleaning. This did not happen nor was it further discussed.- I did not walk through my home and yes I did say everything was ok. I did not however say that not having all my cleaning products returned was ok. I also noted to [redacted] that there were items still missing.- Because I travel for a living I am not home very often, nor do I open my freezer on a daily basis, or look at the side of the cabinet my island is on top of, nor do I open every single cabinet in my kitchen, or do I look at the floor next to my refrigerator. These are areas I took photos of because at this point I was floored that these regions were not cleaned because they were full of wood dust. The top shelf of the freezer was dirty and I specifically asked the team to clean out the refrigerator. The rest of the refrigerator was clean why not the top shelf of the freezer which was very dirty.- I filed a Revdex.com complaint immediately when I realized how many more areas were dirty and especially for the cast iron skillets that stolen. Cast iron skillets have nothing to do with cleaning supplies. I gave [redacted] time to refund my credit card. When I did not see any refund on my credit card I was convinced this matter needed to be reviewed again.- If I do not receive a full refund I will unfortunately be researching the small claims court process.- I have contacted the corporate offices of this franchised company. 
Regards,
[redacted]