ComplaintsforMaidPro

• Initial Complaint

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I had MaidPro of Orlando come clean on February 15, 2022. I paid $440 for a move-out clean. I never received an email with details on what was going to be cleaned, other than what is listed on their website. We verbally spoke about the refrigerator needing to be cleaned. I told her, Jolene, it was empty but needed to be cleaned. I requested the ceiling fans and double checked that the baseboards and inside cabinets would be cleaned. I think there was an up-charge for the refrigerator and ceiling fans. But again I don't have a list of what I was charged for, this was all verbally spoken about on the phone right before I gave her my card info - all within the same conversation. After the clean I walked the property and the whole kitchen wasn't even touched. The sink was not cleaned, or even wiped down. Inside cabinets were dirty, the refrigerator was not cleaned. There was still dirt on the floors of downstairs bathroom. The window sills were not wiped down. One of the fans was not cleaned. The windows were not cleaned and Jolene said they don't clean windows (on a move out clean? - for $440?) Mirrors were not cleaned. I tried calling and the office was closed so I was messaging with Jolene. She said she would have someone come out at 8:00am (2/17/22) to clean up what needed to be done. I agreed as we have renters coming Friday 2/18/22. In the meantime I found another cleaner as I do not trust the Maidpro team to complete the job. I reached out to Jolene 7:39am on 2/17/22 and told her to not send her team out. I requested a refund as the service was not complete, not even close to completion. She refused to offer me a refund. She became very defensive and stated her girls were there and they needed to be paid...but for what? $440 for toilets and a vacuum? We went back and forth for a little while. I am shocked at how this was handled. From the way she responds to other complaints I already know she will attack me and my home. I would like a full refund.

  Business response

  04/07/2022

  Business Response /* (1000, 5, 2022/02/23) */ Per our phone conversation with Rodriguez, we did indeed schedule a move out clean. on 2/8/ @2:25 pm, she received a detailed email about her service and all the procedures and polices. She is correct, there are some items that we needed to re address. We where all over going back and taking care of those few things. She left a voice mail saying we could go back the next two days, and we said we would. SHe was never charged for the fridge, as this item was added day of service, not when she booked the job. So, with the need for us to re clean some areas, we never charged her. Our policy if very specific, if we are reached within 24 hours of the clean, we will go back and fix everything, and that is exactly, what we said we would do and she agreed...then she back peddled saying she had "her" cleaning girl take care of it. So, we will not refund her. This house was in rough shape, our staff cleaned for the full time. And we honored our guarantee, she chose to not allow us to fix what needed to be fixed. Consumer Response /* (3000, 7, 2022/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's almost not even about my refund anymore. Of course that is a lot of money that I consider stolen from me - that I do want back, but just the sheer disrespect to a client. Joelne and Maidpro should be ashamed of how they handle themselves. I'm still in disbelief of how defensive they are and standing their ground. Again, the entire kitchen wasn't even touched. Amongst many other things. Who would really trust them to come back and finish the job after so much wasn't touched or even spoken about? In their eyes my home was finished and cleaned. Have some pride in your work and take accountability when your employees don't do their job. What is going to change if upper management attacks a customer when their employees are in the wrong? The employees will keep testing what they can get away with, because they know Jolene will undercut and lie about a clients character and/or state of their home. I wrote a review on their ******** page and Maidpro "laughed" at my review. Is this humorous? This is just a horrible business through and through. I don't care if people have had amazing cleans from them, this kind of response shows how the company is really run.

*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. ↩