ComplaintsforMerry Maids

• Initial Complaint

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid Merry Maids ********* location to come to our home once every other week. Called to ask multiple times for them to send the same employee to clean so it would not cause an issue with animals. After asking for this numerous times when they sent someone to my home they broke a piece of art and then hug it back up broken, not saying a word. After this complaint the same person came back to my house, them finally being consistent. This time that employee did not vacuum my home, clean mirrors, dust and half made one bed and didn't touch another. I also came home to find my dog had tried to break its way out of my office where it is locked up, it was calm when I came home leaving me to believe the employee was doing something in my home to agitate my dog. Again no note was left by employee.When telling the office I did not wish to pay for a service I did not receive they declined, saying a manger was in a meeting and would call me back. I told them if they tried to charge me for the service I did not receive it would be fraud and I would file it as such with my bank. No one called me back and they did charge me.

  Business response

  12/26/2022

  This client has been cleaned by Merry Maids for over 4 years. As with all of our clients, satisfaction and security are priority. We understand consistency is important to all of our clients, and is a top priority. Unfortunately due to staffing, and scheduling changes it is not always possible to have the exact same team member. The most recent technician that serviced the home did not realize anything had been damaged, but upon the company being notified we offered multiple resolutions such as to repair the item, and we were declined that opportunity. Pets are an important consideration in all of our clients' homes. The technician did have trouble entering the home due to the keypad entry, resulting in her trying to open the door multiple times, the client was notified when we were trying to enter the home. This may have caused concern to the pet, however upon our entry we cleaned the home as usual, which has never caused the dog concerns in the 4 years prior. As for the quality of service, we guarantee our work and if we were aware of the missed areas, we would have sent a team member to correct the issues. When we were notificed of the missed areas we offered a complete home reclean, and were declined that opportunity as well. We did charge for the last cleaning per usual and the client reached out for a refund, mentioning the issues we had already offered resolutions for. We offered to send a team member back again to reclean the home and we were denied. We have called and texted the client multiple times since this conversation and have not been able to make contact. We offered to have a different team return and correct the missed cleaning items, and we offered to repair the art work. We would love to discuss this issue further and find an acceptable resolution.

  Customer response

  01/04/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Let's us start with their lies they used to justify their fraud. The cleaner that broke my property knew it was broken as they had put thr broken object back in two different places. Lie #1. The company had been told many times that we can work around a schedule to get the same cleaners. They agreed to this to continue business with us and yet did not tey to communicate, only sent different scents. Lie #2. The keypad issue was because the person they sent couldn't hit the number 9 on the keypad 4 times. That was the code that was set up and no one but her had issue with it. Now when rhey got in they did not clean as usual. I'm fact they did not clean. No vacuuming, no cleaning mirrors, no dusting, no making or beds. So Lie #3. Then when I called them they did offer to come out and clean again, but at this point my wife and I could not trust then in our house so we declined and asked for a refund. I was told someone would call me back as the manager was in a meeting. The companies claims of phone calls and texts after that point ate falsehoods. Lie #4.
  
  Also their offer to repair the art work rings hollow when they were informed it was an object hand made for us for a wedding. They company lies, consistently is bad at their one service. (Wasn't always the case, but this last year it has been) and seems to have no ill compulsions about committing fraud by charging for services not rendered.

  Business response

  01/25/2023

  Dear *****************************,

   We submitted a refund of $170.00, which is the price for cleaning services rendered on December 6th 2022. While we do not typically provide monetary refunds, I understand that you have taken time out of your busy schedule to correspond with us. Refunds typically take 1 to 2 business days to process, so please let us know if you do not see it. This is being extended as a gesture of goodwill. At Merry Maids, we have the privilege to care for and service people's most sacred space, their home. Thank you for voicing your concerns, as this gives us an opportunity to see where we can make improvements in our communication.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I scheduled Merry Maids to clean my house on 10/20/22 full service & signed up for biweekly service. I have a 3 bed/2 bath house about 1700 sq ft. My bi-weekly charge was going to be around $158. They arrived at 10:10 am and left at 1:43pm. Arleen and Itzy (Itzy was in training). After they left I finished working and came back in the house from the porch where I worked to stay out of the way. I noticed the living room coffee table was still full of dust so I looked around. The living room wasn't dusted all the way through. The doors to all rooms were closed so I opened the guest bath as I have guests flying in from Boston today and that is why I scheduled the cleaning for today and saw nothing had been touched (I have photos). The room was just as it was when they got there. I called and spoke to Victoria and told her what happened. She wanted to schedule a reclean and I am not interested. I have guests for 5 days and now I have to scramble to cleaning myself. Given the issues, I'm not interested in their normal maintenance. She went through a couple of pricing options with me as I told her I should not have to pay the full fee but I would pay something reasonable because they were here and they did clean the floors and other rooms and my bathroom. She said they had already processed the initial fee of the $156.20 but since I was cancelling the contract they would probably have to charge me the full value of a one time clean, which I stated I did not get. She looked at the order and said someone didn't put the second bathroom on the cleaning order. I asked her to get with a manager or someone who could adjust the cost and I would pay another $50 on top of what I paid already to make it $200 for the services. I also told them if I needed to I would dispute the charge but I didn't want to go that route. They called back and said they were charging in full and to dispute it. Extremely poor customer service and I should get refunded.

  Business response

  11/18/2022

  Business Response /* (1000, 5, 2022/10/25) */ ****** ***** had purchased biweekly service with our Merry Maids 24 Advantage Plan. The plan that ****** purchased included a detailed cleaning for all rooms listed for the first service. Our team serviced from 10:11am to 1:53pm on 10/20/2022. ****** ***** did call the office after the team had left. She informed us that the cleaning was not done to satisfaction. Her specific concern was that the team had not cleaned the guest bathroom and missed dusting areas in the living room. The paper work signed by the client lists out all rooms that are to be cleaned and that are included in the price. On her signed paper work there is only 1 bathroom listed. She was not charged for the additional bathroom and it was not services because it was not included on the work order. We add this list specifically to confirm with the client what areas are getting serviced as many of our clients to not have their whole home cleaned. I did however offer to have a team come right back out the same day or the next day to take care of the missed dusting areas in the living room and to clean the guest bathroom. Client declined the offer to us to take care of these areas. She did say she would not pay the full amount of the service. According to the agreement signed by the client if there is a concern regarding the cleaning, we have to be notified within 48 hours of the initial cleaning service and we will come back out complimentary to correct any mistakes. This is the solution was offered to the client and this is the option the client declined. We offered to make the situation right per our policy and the policy agreed upon by ****** ***** per the signed documentation and agreement for the cleaning services. ****** said that she did not want to continue services and to cancel the account. Per the signed agreement upon cancellation prior to completing the 24 cleanings the full amount of the first cleaning is due. The full amount for the cleaning ****** ***** received was $438.00. She was initially only charged $156.00 for the detailed service per the agreement we waived $282.00 off of the full detailed amount. When she wanted the account canceled that $282.00 because due. She was informed of the charge and her account was inactivated. I have the signed agreement attached to this reply

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