ComplaintsforTwo Maids of Naperville

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband hired two maids to perform a deep clean for the inside of our home. We currently live in a 3 bedroom, 2.5 bath, ****sqft single family home. Two Maids did not perform a deep clean. They didnt even do a light clean. Here is a list of things that were NOT cleaned Floors, counter tops, mirrors, windows, bathroom tile, outside of refrigerator, stove top, kitchen sink, baseboards, and kitchen backsplash. Their description of a deep clean states that all of these areas are to be cleaned. I feel very violated that people were in my house for five hours and did not do the job they were hired for. When reached out to two maids to say I was unhappy with service and I want a refund, they stated they will send people out to re clean areas Im dissatisfied with. I have since done my own deep clean and feel sending people out to clean is a waste of time for a company I do not trust

  

  Business response

  01/29/2024

  ****** (husband) hired us to perform a deep cleaning on their home.  Before we left the home, he told the cleaning team it was a good job and thanked them.  The cost of the cleaning was $592.  He left the team a generous tip of over $100.  As per our procedures, the office called ****** to ask to provide any additional feedback and ensure 100%satisfaction.  Our call went into voicemail.  Without a returned call, and within 2 hours, his wife ***** posted negative reviews on ****** and Yelp.  Our manager reached out and called their home again to discuss.  Again, the call went into voicemail.  We responded immediately to the negative reviews. "We are deeply sorry we did not live up to your expectations. Customer satisfaction is a top priority at Two Maids. When we reached out to your husband following the cleaning, he said everything was good. 2 hours later this review was posted without contacting our office. We look forward to you allowing us the opportunity to return to your home and make things right. We have reached out multiple times via phone and text with no response. Thank you for your feedback and please contact us at your earliest opportunity.

  
  We received a call again today demanding a full refund.  We have not heard from ****** or ***** since our response to the negative reviews.  ***** claims she has called multiple times; however, our call log does not show any such call.  We offered to reclean her home on the same day she complained.but again everything went unanswered until today when she demanded a full refund although her husband was happy with the cleaning and our team spent over 10 hours (2 people at over 5 hours each) cleaning the home.  

  Customer response

  02/02/2024

   
  Complaint: 21216073
  
  I am rejecting this response because:

   

  I have attached a call log, showing that I called two maids on January 12 after seeing their response to my review, left a message and never received a call back. This is what prompted me to call back and discuss my disappointment with the non-cleaning of my home. 
  
  I have also included pictures of the dirty water from my floor cleaner, after I cleaned my house the next day. If two people were in my home cleaning, the water should not be that dirty and the rest of the pictures speak for themselves  we paid for a service and did not receive a service that was guaranteed. It is unnecessary to have two maids come back and clean my house after I had spend the entire day and they should have done it correctly the first time. I am willing to forgo a refund for gratuity, but am requesting a refund for the $592 since my home was not cleaned.

  in response to the calls to my husband, he is an airline pilot and his phone is turned off frequently during the day, he left for work the day of the cleaning  

  I have included pictures of two maids when they arrived at my home and when they left. They were at my home for 4.5 hours, not the 5 previously stated by two maids 

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

  

  Business response

  02/02/2024

  I cannot see where additional photos were added/attached (call log, dirty water, etc.) to this file.

  
  With that said, ***** claims to have made a call on January 12 (the day after the cleaning, a day after we called ****** who scheduled the clean and the only phone # we had on file, and a day after she went to 2 social media sites to sabotage the reputation of our company), and if she did call, did not leave a message, as we record all calls. 

  
  We understand ***** was not as happy with the clean as ****** communicated. ****** (husband) was satisfied with cleaning and tipped the employees generously. ***** (wife) never attempted to contact the office but immediately went to multiple social media sites to post negative reviews.  Both ****** & ***** were unresponsive to multiple follow-up requests for our team to go back and correct immediately following the cleaning.  ***** said she cleaned up the areas herself and therefore we did not have the opportunity to do so. A few weeks later ***** calls and demands a full refund and notifies the BBB. Some might say this is extorsion. The home was obviously in need of a deep clean for a team of professional cleaners to spend over 9 hours and then to have complaints, although long term water stains on stainless steel, and the other few photos could have easily been resolved. 
  

  We take pride in our work and reputation and stand by our 100% guarantee to clean the home per customer expectations.  In this instance we were not provided with the opportunity to make it right, and we were blindsided by the customer. As a review from our perspective, (a) ****** tells the cleaners all is good, (b) ****** tips the cleaners, (c) ****** is called by the office manager within a few hours following the clean to ensure they are 100% satisficed, (d) according to what ****** contracted us to do, if we would have received a response on the day of the cleaning, Jan 11th - we would have immediately returned that Thursday to ensure 100% satisfaction.Additionally, after ***** posted reviews on social media, we reached out again to confirm we would return the following day to make it right- our message went unanswered.  Friday January 12th or Saturday January 13th we would have returned to ensure 100%satisfaction. (e) After 2 ********************** calls and demands a full refund and notifies the BBB.

  Customer response

  02/02/2024

   
  Complaint: 21216073
  
  I am rejecting this response because:
  
  

  I do not know why my pictures were not included in previous response I have re attached them 

  ****** is an airline pilot and there was a snow storm the next day, he needed to leave for work a day early, and was afraid if he didnt say that the cleaners did a good job, they would not get paid, and he  needed to prepare to leave for work a full day early . This means that he needed people out of the house.  When two maids offered to come back and clean the house, I had already done my own cleaning, since it didnt get done the previous day. For $592 and 9 hours of labor, my house shouldnt have had any areas that needed to be re done the following day. I am aware of the difference between a deep clean and maintenance and a deep clean service was NOT provided. I am appalled this company is not making this matter correct by giving me a refund for $592. I will not apologize for any public review of my personal experience

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

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