ComplaintsforHousekeeping Maid Easy

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Service was provided Sunday, 6/17/2023 and they put $240 on hold for 4 hours of cleaning, in that time, they cleaned one full bathroom and one half bathroom, in the allotted 4 hours, even though all of the floors kitchen and my stairway was promised as well. when I tried to contact them about the service, they try to justify it by saying I had to pre-clean or prep by bathrooms for cleaning, and it took all of that time because she had to move items herself. Charged me today, 6/20/2023. Then proceeded to offer $30 dollars back. I believe this is criminal and even if I dont receive any money back or the service I paid for they need to specifically tell people this because they already text and email you seven times trying to finalize your booking just wanting to get your money.

  Business response

  07/03/2023

  We would like to correct that we did not charge ************** $240, that was just the estimated charge based on the time booked.  It was only a hold placed on the card, it was never an amount we ever charged him.  We always follow up after a first time cleaning before running a charge to confirm our customers are satisfied with the services first.  When ***** reached out to us on Monday by text to let us know he was displeased with the amount of work done for the estimated charge, my admin **** responded back to him and initially offered to reduce the prospective charge of 4 hours that our cleaner had logged as her arrival and departure time, by $30 (a half hour of cleaning).  ***** replied back he was not pleased with that amount. (You can see the text transcript attached). 

  As soon as **** noticed the text from ***** that he wasn't satisfied with a $30 reduction, **** reached out by phone call as he was concerned and wanted to come to an agreed amount that the customer would be satisfied with as a resolution for the amount of work performed. The transcript is included with this that shows **** offered to reduce the prospective charge much more, as we had not charged the customer anything at this point, and asked him if reducing the cleaning amount by $90 instead would be satisfactory (this would be 1.5 hour off the cleaning time for the work performed).  As you can see by the transcript ***** said that would reducing the amount by $90 would be fine and thanked *****  We then proceeded to run his card for a total of $150, not the $240 that had been on hold.  

  We had no idea that ***** was not happy with the $150 actual charge, which was reduced by $90, not $30 as he has listed in this complaint against us.  I believe ***** must have logged this right after the initial proposed amount of $30, before we actually resolved his dissatisfaction with that proposed amount. You can see by the transcript by 4:12 pm we were on the phone with him and he was accepting of the final proposed charge of $150.  We are not sure why he did not remove this complaint or at least update it that we did resolve this to his satisfaction as far as his communications to us on June 20th. 

  Sincerely, 
  ******************************* (formerly ***********)

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