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Complaint Details
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Initial Complaint
08/23/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Company had to reschedule 4 out of 8 scheduled cleanings and had to redo two. They allowed an employee to keep my personal house keys for well over a weekend giving a stranger unlimited access to my house. When I brought the concern to the mangers attention I was told too bad and that I was under a contract. I told them I had to think about what I wanted to do and they canceled my contract without any documentation charging my account 190.00 cancel fee without my consent or authorization of cancellation.Business response
09/15/2021
There were 3 date changes, but all were completed within 2 days. The client was notified well in advance if anything had to change. As far as her canceling her service agreement she did so over the phone on August 23rd with me. I advised the client that there was a MMA/ cancel fee that we gave the client off of her first time cleaning. Please see the attached Merry Maids Agreement form that was signed by the client and shows that if the client cancels at any time within the first 12 months she would owe her MMA discount fee back. That fee as disclosed in this attachment was 196.00. As for the ket, the key was in our Indiana office in Jeffersonville and we had no way of going to get it and use it that day.
******* ****
Merry Maids of Louisville
**** ***** ** *** *
Louisville, KY 40299
***** ********
Customer response
09/15/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The services that the business is referencing were not canceled in advance- all of them were canceled day of, one was no call no show. The key incident has a recording made by the business in which the owner states that my key is with another employee because they didn’t come back to the office and we’re not in on that Monday. It is also important to note that 4 out of a total of 6 cleanings had to be rescheduled. The fourth was a reschedule of a recleaning but still shows the lack of customer service and upholding of their promises within their contract.Regards,
***** ********
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Contact Information
1807 Cargo Ct Ste 3
Louisville, KY 40299-1952
Business hours
Today,7:30 AM - 5:00 PM
MMonday | 7:30 AM - 5:00 PM |
---|---|
TTuesday | 7:30 AM - 5:00 PM |
WWednesday | 7:30 AM - 5:00 PM |
ThThursday | 7:30 AM - 5:00 PM |
FFriday | 7:30 AM - 5:00 PM |
SaSaturday | Open 24 Hours |
SuSunday | Open 24 Hours |
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.