ComplaintsforMerry Maids of Louisville

• Initial Complaint

  08/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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,
  
  ***** ********

*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. ↩