ComplaintsforTwo Maids & A Mop of Auburn

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On ******* *** *** 2023 I spoke with someone at the company Two Maids and arranged for someone to come and walk through my house and discuss what needed to be cleaned. Two ladies came one was a lady by the name.LaRae. We agreed that the house would be clean. They would be here for four hours and would be paid $400. I specifically told them to clean a little bit of everything in what they could do in four hours. Two girls came the following Monday which was *** ** . When I came home, I was shocked to see that my house was just as dirty as it was when I left. in the four hours that these ladies were here, they cleaned my bathroom made up three beds and dusted two pieces of furniture. They also cleaned an additional bathroom. I immediately reached out to the company and spoke with. LaRae she defended the services and told me that that is the most that they could do because of the condition of my house. I will admit that I was very upset, but I did not say anything derogatory towards this lady, or anything that far out of the way. I was upset to the point of crying, but in my defense, I had just spent $400 and my house was basically as dirty as it was to begin with. Prior to the services I gave my credit card number with the intent for them to charge it on the day of services. The next day , I receive a phone call from a lady name Chrissy R*****. The way that this lady spoke to me is unlike any thing I have ever experienced. She yelled at me and she called me a liar, she called me a thief, and she proceeded to tell me that I was the one that is wrong in the situation because I did not want to spend $600 to have more cleaning done to my house . This lady told me that she doesn’t typically Yell at customers, but that I was an exception, and that I deserved it. Apparently they wrote down my credit card number incorrectly, and she accused me of purposely trying to steal services and told me that she was going to make a police report for theft of services. at that time, I told her that I had my credit card, and I was happy to read out the number to her again, but she just continued to yell at me and make fun of me for being upset. She made a statement that I had a nervous breakdown on the phone and she said that I deserve to be treated the way that I treated her employee (LaRae))which is completely unfair because I never spoke to her employee the way that she spoke to me. I eventually had a chance to give her my card number. I am in absolute shock that anyone who represents a company of any type would ever speak to another human being. That way. I am not sure what can be done but something has to be done to prevent this from ever happening to another person that makes the mistake of using their company and complaining about it I texted Chrissy a few minutes after our phone conversation to verify that my debit card was verified and that I had indeed paid for the services. I requested on two separate occasions during those two days that I spoke with them for the owners phone number or email address, and did not receive a response either time

  Business response

  05/19/2023

  On ******* *** *** 2023, Ms. ******** called in looking for services after another maid service showed up to her home and refused the job. We arrived to her home to do a walk through moments later to asset the home. We arrived to her home to find a 1500 sq. ft.home that has skipped cleaning day for some time now- 3 bed, 3 bath ***** that is currently housing 4 people and 5 pets. We recommended to do a proper deep clean, but due to the price point, she declined the deep clean (an 8 hour cleaning). The option she chose was our 4 hour Design with Time. We told the client that we could do A SERIES of Design with Times to get the whole home cleaned. We told the client more than one Design with Time session would be needed to get the whole home clean. 
  Our team arrived to the home and started cleaning upstairs. During the four hour cleaning, our super hard working cleaners cleaned 2 bedrooms and 2 bathrooms- one tub alone took 2 hours to remove all the soap scum. After the cleaning, Ms. ******** called back in and was screaming at La'Rae that her home was "still not clean." La'Rae kindly reminded her of the option she chose was to have a series of Design with Times. She was still irate- yelling and crying- while accusing La'Rae of scamming her. Our 2 person cleaning team worked for four hours in her home when the home needed 8 hours of work. We explained to her numerous times that there is no way possible that our team could work for 8 hours to get the job completely completed for what she paid for --$395. Ms. ******** also did not give good card information when booking the appointment. Management listened to the call recording six times to verify the card information she placed on file when she booked. The card number itself was an invalid card. We had to reach back out to Ms.******** after she blew up on La'Rae to get a valid card. She was flabbergasted that's the only reason we made contact with her again. She proceeded to explain what happened on that phone call. Chrissy was aware of the phone call from listening to it numerous time. She explained to the client again that we are not able to accomplish a 8 hour Deep Clean in a 4 hour Design with Time. Ms. ******** began to treat Chrissy poorly as she did with La'Rae. After a 10 minute call of asking for valid card information, Ms. ******** finally gave a valid card. Unfortunately, we are not able to issue a refund to a client that purchased a 4 hour Design with Time and received four hours of cleaning

  Customer response

  05/24/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I’m not concerned about the money I just want an apology from Chrissy R***** for the way she spoke to me. I’m not very hopeful that I will ever get one. I don’t want anyone else to go through what I have.  
  Sincerely,
  
  ***** ********

  Business response

  05/24/2023

  The complainants accusations are not completely honest and therefor do not warrant an apology from anyone representing Two Maids. If the complainant would like for Two Maids to replay the conversation in which she spoke to one of the assistants, and for the way she discredited all of the hard work our PHC's put into cleaning her home to look new again (which herself deemed "stained" and "no way" would come off) we will be happy to accept her apology. We unfortunately won't be holding our breath since ***** ******** thinks her unusual behavior is warranted. This entire complaint stems from her recorded calls of wanting more than what she paid for (i.e. money). 

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The cleaners themselves are great - nice, professional, efficient. However, the business practices of this company are quite suspect. Twice, I have attempted to cancel services ahead of their 48-hour cancellation window (once for me having ******, and each time, I was denied. They tried to tell me the credit cards are run on Wednesdays (for Friday cleanings), but on my second attempt (which I texted at 9:40am on Wednesday morning for 10:30am Friday cleanings), they still messaged me Thursday afternoon saying my cleaning was scheduled for the next day. When I pushed back, they said my card was run on Wednesday morning at 9:00am. However, I received notification from my credit card company saying my card was run THREE minutes after I disputed the Thursday notification. (So not on Wednesdays as they claim.) Now, they won’t refund the money. They have also said my welcome information notes “two business days” and that would be Wednesday at 9:00 (according to them). Again though, I notified two business days ahead, considering they clean no earlier than 10:30 for me on any give Friday. I suggested they make their information more clear - as in a schedule that shows the deadline for the notification based on the customer’s scheduled cleaning day. Additionally, they did not and would not address the fact that my card was charged on Thursday after I complained about my non-cancellation. I even told them I have email proof from my credit card company. Also, on the ***** cancellation, they didn’t inform their team that I had *****. In today’s world, all businesses should care more about their team’s health and well being than this demonstrated. These business practices are the exact reason I do not want to do business with them.

  Business response

  01/10/2023

  Our employees thrive on our ability to schedule appropriately for them. Without jobs, they simply go without earning a paycheck due to the fact that our cleaners are commissioned-based. Here at Two Maids, we are people too and understand that life comes up and not all appointments can be kept. This is why we ask for two business day notice to cancel or reschedule cleanings. We even have a grace period until 9:00 a.m. two business days before the scheduled appointment to make changes. For example, if a client needs to move a Thursday cleaning, they would need to do that no later than Tuesday before 9:00 a.m. Now, I will say our cut off time still does not give us the full two business day notice. We do this to give our clients an opportunity to avoid cancellation fees. Unfortunately, Ms. **** waited until Wednesday at 9:42am to cancel her account when she had a scheduled appointment on Friday. We did advise her of the cancellation policy and offered to close out the account after her cleaning on Friday. She refused. We are not bias with our policy; our policy applies to all of our clients and only in extreme cases do we re-evaluate such as a death or sudden hospitalization in the home. Ms. **** is upset with us for holding her responsible to the terms and agreements we made clear. Ms. **** received the attached file in our Welcome Packet on 11 Apr. 2022 and again on 21 Apr. 2022. 

  Customer response

  01/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  They are inconsistent in their information. On one hand, they say a “48-hour window” and “all cards are authorized at 9:00am on Wednesdays.” With that, (1) I notified Wednesday at 9:42am when my cleaning was scheduled for Friday at 11:30am, and (2) they charged my card AFTER I complained on Thursday (see email from credit card).
  

  It appears they are providing false information (charging cards on Wednesdays but actually sending it through when one complains) and changing their timing based on what suits them (48-hours vs 2 business days) when customers actually try to follow the policy explained to them (see text messages).

  
  Sincerely,
  
  ****** ****

• Initial Complaint

  06/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called to cancel my biweekly cleanings at ****** this morning. I was told because my next cleaning is scheduled for tomorrow, that I would still be charged by the agreement. After reviewing my agreement, I called back to inform them the agreement I have stated that I would be charged one half of my scheduled cleaning fee for cancelations, which I was fine with because that's what the agreement stated. I was told they would go ahead and cancel my cleaning and charge my card on file for half of the scheduled cleaning fee. I received a text message about 20 minutes ago saying they were confirming my cleaning. I called back, for the 3rd time, and told me I wanted to confirm my cleanings were canceled. I was then told I would be charged full price for the cleaning. I advised the lady I spoke with that this is not what the agreement says that I received on April *** She proceeds to tell me I was sent an agreement in March, WHEN I DID NOT CONFIRM BOOKING, and that is the agreement that is reading from and there's nothing she can do about it. I don't even see this agreement in my email that she says I received. Even if I did, I didn't book anything in March. I told them I wasn't interested. So how am I being held to agreement that I didn't AGREE go, but am being told the one I agreed to is not valid?

  Business response

  06/24/2022

  Business Response /* (1000, 8, 2022/06/13) */ Mrs. ****** was on our website in May of 2021 she was sent a welcome packet with all details for each cleaning. Mrs. ****** Scheduled her services online on April **** 2022. She chose the bi-weekly premium cleaning. She just like any other customer was sent an updated "Welcome Packet". The welcome packet explains that if you do not give a 48-Business hour notice you will still be charged for the cleaning. Her cleaning was scheduled on June *** she called on May ***** This was not 48-business hour notice, she was still charged. We let her know that was a old welcome packet. Also gave her the dates both were sent, she apologized for not looking at the new packet. We offered to send a team out numerous times and she refused. This policy is to protect our employees who work strictly off commission.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩