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Complaint Details
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Initial Complaint
08/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On August 11th, I had Rocket Maids scheduled to arrive at my home between 8-10 a.m. I called Rocket Maids around 11:30 as the maids had not arrived. The manager told me they were stuck behind a train and would arrive shortly. There was never an apology or any consideration of time. They arrived around 12:17 p.m. I showed the maid where our 3 inside trash cans were located since none of them were taken out during the last cleaning. I also asked her to please change the sheets in the hall bedroom since they were not done the last visit. While they were there one of the maids kept asking me if I wanted my entire home cleaned and I told her yes, that’s what I originally signed up for and not the hourly cleaning. I did tell her to not worry about the hall bathroom shower or the bathroom upstairs but to clean the 2 master baths. She wanted me to sign a paper that stated I wanted my entire house cleaned, which I did because I thought she was confused. The maids were at my house within 3 hrs, which is the duration for which I originally signed up for. When the maids left, I noticed one of my master showers had not been cleaned at all! On August 12th, the manager called me wanting to charge me more money because I signed that I wanted my entire house cleaned. He changed my paperwork that showed 4 hrs duration, which is not true and charged me an additional $73.50 I first told him I wasn't paying anything additional but he was very argumentative. So, I told him if he charged me extra, I would take take this dispute to the BBB. I am disputing this charge as the maids were there within the 3 hr time limit and my entire home was not cleaned. Also, my paperwork was changed to 4 hrs. cleaning time and that is just not accurate. I am requesting to be refunded the $73.50 additional charge. Honestly, I was planning on just changing maids but since this issue was handled so poorly by management, I will find another company for cleaning my home.Business response
09/06/2022
There was some misunderstanding with what was explained to the maids and what the maids were supposed to clean.The service call was for a 2 bedroom and 2 bathroom home, but when the cleaning team arrived, the customer wanted 4 bedrooms and 4 bathrooms(the entire home). After the manager spoke with the customer there was an additional charge, which then was spoken with the cleaning team as they were asked to clean more than what was on their service log. After careful consideration of what was spoken with the customer and with what the cleaning team had done, the $73.50 was credited back to the customers original way of payment.
Our booking is online, when a customer selects a number of bedrooms and bathrooms, that is what the crew will show up to clean. We can make changes at the moment of service, but sometimes there can be misunderstandings between each party, but at Rocket Maids we try to work with our customers, and want to make sure they have a great cleaning experience.
Payment details
Statement descriptor
ROCKET MAIDS INC.
Amount
$73.50
Refunded
$73.50
Fee
$2.43
Net
-$2.43
Status
Refunded
Description
Rocket Maids Inc.Customer response
09/07/2022
I have reviewed the response made by the business in reference to complaint ID 17735825, and find that this resolution is satisfactory to me.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.