The Thomas & Bohannon Printing Company

Thanks for the heads up on this complaint, and the opportunity to respondI've had this business now for over years_ We clean approximately 10,properties yearlyFortunately, we very rarely get a complaintIndeed, this one was only our second this yearThis customer is totally right in her complaintWe did goof up! The cleaning team of two professional cleaners spent two full hours cleaning this empty residence, which is four labor hoursApparently, among other things, they failed to wipe down some baseboards or wipe the inside of some cabinetsUpon being notified of this our Customer Service representative immediately visited the residence, apologized to the customer and offered to send a team back and the entire house, no matter how much time they neededOur standing policy is we cannot refund payment, but we will gladly return and correct or whatever is necessaryWe stand behind our work! Even when we goof up! I also called the customer personally (had to leave a message) apologized, and again, offered to send a team back for a complete redohollowed up this message with a letterI also went beyond this and offered to send a team to her new residence for a complete cleaningWe haven't heard back from her, however, my offer stilt stands, and there is a note in her file indicating thisAs you know, customer service is a top priority for every business We take this very seriously, for twenty-five years nowIt troubles me to get any kind of complaint, or goof up, but trust me, i'll go to great lengths to make good for our customers

Thanks for the heads up on this complaint, and the opportunity to respondI've had this business now for over years_ We clean approximately 10,properties yearlyFortunately, we very rarely get a complaintIndeed, this one was only our second this yearThis customer is totally right in her complaintWe did goof up! The cleaning team of two professional cleaners spent two full hours cleaning this empty residence, which is four labor hoursApparently, among other things, they failed to wipe down some baseboards or wipe the inside of some cabinetsUpon being notified of this our Customer Service representative immediately visited the residence, apologized to the customer and offered to send a team back and the entire house, no matter how much time they neededOur standing policy is we cannot refund payment, but we will gladly return and correct or whatever is necessaryWe stand behind our work! Even when we goof up! I also called the customer personally (had to leave a message) apologized, and again, offered to send a team back for a complete redoI followed up this message with a letterI also went beyond this and offered to send a team to her new residence for a complete cleaningWe haven't heard back from her, however, my offer still stands, and there is a note in her file indicating thisAs you know, customer service is a top priority for every business We take this very seriously, for twenty-five years nowIt troubles me to get any kind of complaint, or goof up, but trust me, i'll go to great lengths to make good for our customers

I am rejecting this response because:We hired them to clean our empty residence prior to us moving inThey only offered to return to clean when they were available, which was days laterAt this point we have already moved into the house and had to do the recleaning ourselvesTheir service was terrible as they admitNot only did they no do anything that was requested they are refusing to issue a refund for services not completeI understand that they offered to reclean the house, but not in the time frame in which they were hired forThey have admitted to fault and that an appropriate service was no my issuedI never signed a copy of their no refund policy and I wish to never do business with a company that does such terrible work againI will not have any member of the Merry Maids team in my home againI want my money back as a they did not do what they were paid for

I am rejecting this response because:We hired them to clean our empty residence prior to us moving in. They only offered to return to clean when they were available, which was 6 days later. At this point we have already moved into the house and had to do the recleaning ourselves. Their service was terrible as they admit. Not only did they no do anything that was requested they are refusing to issue a refund for services not complete. I understand that they offered to reclean the house, but not in the time frame in which they were hired for. They have admitted to fault and that an appropriate service was no my issued. I never signed a copy of their no refund policy and I wish to never do business with a company that does such terrible work again. I will not have any member of the Merry Maids team in my home again. I want my money back as a they did not do what they were paid for.

Thanks for the heads up on this complaint, and the opportunity to respond. I've had this business now for over 25 years_ We clean approximately 10,000 properties yearly. Fortunately, we very rarely get a complaint. Indeed, this one was only our second this year. This customer is totally right in her...

complaint. We did goof up!  The cleaning team of two professional cleaners spent two full hours cleaning this empty residence, which is four labor hours. Apparently, among other things, they failed to wipe down some baseboards or wipe the inside of some cabinets. Upon being notified of this our Customer Service representative immediately visited the residence, apologized to the customer and offered to send a team back and re-do the entire house, no matter how much time they needed. Our standing policy is we cannot refund payment, but we will gladly return and correct or re-do whatever is necessary. We stand behind our work! Even when we goof up! I also called the customer personally (had to leave a message) apologized, and again, offered to send a team back for a complete redo. 1 hollowed up this message with a letter. I also went beyond this and offered to send a team to her new residence for a complete cleaning. We haven't heard back from her, however, my offer stilt stands, and there is a note in her file indicating this. As you know, customer service is a top priority for every business We take this very seriously, for twenty-five years now. It troubles me to get any kind of complaint, or goof up, but trust me, i'll go to great lengths to make good for our customers.

Thanks for the heads up on this complaint, and the opportunity to respond. I've had this business now for over 25 years_ We clean approximately 10,000 properties yearly. Fortunately, we very rarely get a complaint. Indeed, this one was only our second this year. This customer is totally right in her complaint. We did goof up!  The cleaning team of two professional cleaners spent two full hours cleaning this empty residence, which is four labor hours. Apparently, among other things, they failed to wipe down some baseboards or wipe the inside of some cabinets. Upon being notified of this our Customer Service representative immediately visited the residence, apologized to the customer and offered to send a team back and re-do the entire house, no matter how much time they needed. Our standing policy is we cannot refund payment, but we will gladly return and correct or re-do whatever is necessary. We stand behind our work! Even when we goof up! I also called the customer personally (had to leave a message) apologized, and again, offered to send a team back for a complete redo. I followed up this message with a letter. I also went beyond this and offered to send a team to her new residence for a complete cleaning. We haven't heard back from her, however, my offer still stands, and there is a note in her file indicating this. As you know, customer service is a top priority for every business We take this very seriously, for twenty-five years now. It troubles me to get any kind of complaint, or goof up, but trust me, i'll go to great lengths to make good for our customers.