The Maids of Ft. Worth

Response to customer issues in order that she brought them forward:When the customer was at the home while the team was cleaning, she expressed her amazement at how clean the home was and her satisfaction with the job being performedShe also called the office the next morning and stated that she was happy and was looking to find a way to fit regular service into her budgetThe floors were cleaned by the team, but as they were leaving, customer had a painter coming in with muddy bootsThe field manager caught him as he came in and told him that they had just cleaned the floors and he was tracking mud all over themThey recleaned the area that the painter had dirtied initially, but he was still at the home when the team leftIf the oven was not done to the customer satisfaction, even though she waited a week to notify the office, we are happy to return and make sure she is satisfied with the ovenIt is not actually mildew in her bathrooms, but rather mold that has gotten into the groutIt was significantly lightened, but will take repeated treatments to remove, and will most likely come back as this is indicative of growth below the surface of the groutOur satisfaction guarantee is that anything not performed to customer satisfaction, reported within hours, will be redone at no additional chargeCustomer was serviced on Tuesday, April 4, and did not call the office until Monday, April 10, with a complaint about the floors, at which point she was advised that the floors had been scrubbed thoroughly and would not come any cleaner than they were when we leftWhat filth the painter brought in after the team's departure, we cannot account for and would not be able to make an accurate assessment a week after the clean was completedThe customer received a significant discount ($175) due to the fact that she expressed a desire for her bill not to exceed $In an effort to provide her with a full clean and not break her budget, the team was instructed to complete the clean and the office would discount the difference so as not to leave the home partially completedIn light of the consideration already given, we do not feel the refund is warranted, but as stated earlier, even though it is outside of our window for warranty work, we would be happy to have someone come out to bring the oven up to the customer's satisfaction level

Unfortunately, it seems as if we are at an impasse since the customer refused to allow us to complete the clean to our standards, and was charged for less time than was actually spent in the home, and the charge was well within the written estimate given to him via e-mail as well as verbally on the phoneAgain, this issue was caused by the customer's unreasonable response and refusal to seek a resolution prior to deciding to end the clean before it was completedWhile we were willing to complete the clean to our standards and the customer's satisfaction while we were on site, we are not willing to incur additional costs to return a team to complete the clean at no additional charge

Complaint: ***
I am rejecting this response because:I could only call on Monday as I only moved in Friday nightThe office is closed on the weekendsI never expressed anything other than saying it's coming alongOne of workers told me it was due to cleaning supplies and not being able to use bleach is why it wasn't clean but they would let it sitMy problem is I have since been able to clean a lot of what wasn't cleanedI do not think that this reply is accurate at allI also expressed interest in future cleaning before I saw the completed project as I was not yet living in the residence
Regards,
*** ***

TWhen this customer called to arrange service, the thoroughness of our cleaning process was explained and the customer was advised that for a normally dirty home of his size, it would be between and hours to complete the clean to The Maids standardsWhen the team arrived at the home, it was
in much worse condition than was relayed to the company on the telephone callThe voicemail from the customer was received, but due to the abusive and threatening nature of the customer, it was decided that communication would only be via electronic mail to avoid having our personnel subjected to the customer's abusive natureHad the customer taken time and extended the courtesy of calling our office to find out what was happening with his clean, he would have been advised that it was taking longer to complete the clean due to the condition of the home, but his bill would not have extended past the top end of the estimate he was given on the phoneSince the customer decided to throw the team out of his home and call the office cursing and threatening, he was billed for an incomplete cleanThe terms of the clean were clear that the charge was based on an hourly rate, pro-rated to the minute after the first hourThe team was at his home for slightly more than hours, but in a goodwill gesture, the bill was only calculated for two hours and fifteen minutesWe are proud of the service that we deliver our customers and are disappointed that this customer chose to be abusive and threatening rather than speaking to the appropriate personnel to gain an clear understanding of the situation.Since the customer chose to "fire" the team rather than call the office for clarification, we would be happy to complete the clean, but since we would incur additional costs, we would have to charge our minimum of one hour, which would be an additional $Had the customer called the office initially, this issue would have been easily resolved, resulting in the customer's satisfaction and not causing the business to incur additional costs

Complaint: ***
I am rejecting this response because: we we will initiate a full chargeback to the vendor for failing to be reasonable on their misrepresented servicesWe will discuss thisO further and will force the charges to be reversed.
Regards,
*** ***

Customer has been given the options available to them and the company extends the offer again for the only thing that we had any control over, which was to come out and bring the oven up to the customer's satisfaction. Since the customer and other service personnel had access to the home for over a week before notifying the office of issues, the prior offer is as far as the company is willing to go in light of the significant discount already provided to the customer. The home was in very poor shape and the company offered this discount in consideration of the customer's stated budget instead of stopping at the customer's desired price point and leaving much of the home incomplete and undesirable for the customer to move into.

Complaint: [redacted]
I am rejecting this response because:It is untrue. We have used many services in the past - they had barely started the second half of the house when I got there 3 hours in and even the area they did had dust everywhere in the master bedroom.  We want a 50% reimbursement or we will do a full chargeback with the bank. With 4 people there - this whole job should have been completed in 2 hours or less. It has with every other service we have ever used.
Regards,
[redacted]

Response to customer issues in order that she brought them forward:1. When the customer was at the home while the team was cleaning, she expressed her amazement at how clean the home was and her satisfaction with the job being performed. She also called the office the next morning and stated that...

she was happy and was looking to find a way to fit regular service into her budget.2. The floors were cleaned by the team, but as they were leaving, customer had a painter coming in with muddy boots. The field manager caught him as he came in and told him that they had just cleaned the floors and he was tracking mud all over them. They recleaned the area that the painter had dirtied initially, but he was still at the home when the team left.3. If the oven was not done to the customer satisfaction, even though she waited a week to notify the office, we are happy to return and make sure she is satisfied with the oven.4. It is not actually mildew in her bathrooms, but rather mold that has gotten into the grout. It was significantly lightened, but will take repeated treatments to remove, and will most likely come back as this is indicative of growth below the surface of the grout. 5. Our satisfaction guarantee is that anything not performed to customer satisfaction, reported within 24 hours, will be redone at no additional charge. Customer was serviced on Tuesday, April 4, 2017 and did not call the office until Monday, April 10, 2017 with a complaint about the floors, at which point she was advised that the floors had been scrubbed thoroughly and would not come any cleaner than they were when we left. What filth the painter brought in after the team's departure, we cannot account for and would not be able to make an accurate assessment a week after the clean was completed. The customer received a significant discount ($175) due to the fact that she expressed a desire for her bill not to exceed $500.00. In an effort to provide her with a full clean and not break her budget, the team was instructed to complete the clean and the office would discount the difference so as not to leave the home partially completed. In light of the consideration already given, we do not feel the refund is warranted, but as stated earlier, even though it is outside of our normal window for warranty work, we would be happy to have someone come out to bring the oven up to the customer's satisfaction level.

Complaint: [redacted]
I am rejecting this response because:I have already cleaned the oven to my satisfaction. It was much more than the oven that was not cleaned. The bathrooms and floors were not cleaned throughout the house. The painter was only repainting the master bedroom therefore there would not be any reason for the entire floor to be dirty. I reject the offer to simply clean floors. If the job was too hard for the company then they should have not cleaned at all and allowed me to choose another company. I don't think that it is fair to pay 500 for a cleaning yet move in and have to clean from top to bottom. I stand by my observations that the cleaning was not done to my satisfaction. Again the company was closed the day I moved in.
Regards,
[redacted]