ComplaintsforMaid Pro

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/2 was the date of service, i paid $290, maidpro was supposed to come clean my home at 11:30am and didnt show up until 12:30 which was inconvenient because my dogs had to go to the kennel and my kids to the babysitter, surfaces only (dusting, sweeping,mopping, wiping furniture) they did none of it! I took pictures of dust on my blinds, ripped up toys by my dog cages, dirty glass on my front door, dirty stairs,didnt wipe dressers, dirty windowsills.. all which they say they provide service for, she also marked it off as doing on her maidpro sheet, but she lied. Maidpro said if im unhappy with service to cal within 24 hours, i called to let her know, policy is to come back to following day an do a reclean well i cant do that because my dogs have to go to the kennel and kids need a babysitter, she offered me $50 back, which is not helpful at all! I want a complete refund for time wasted, i hired a maid to do what i dont have time to do, all for her not to do it and i have to do it myself anyways

  Business response

  12/23/2021

  The customer received housecleaning services on December 2, 2021. We clean according to our trademark "49 Point Checklist". Enclosed is a copy of the checklist that was completed for the customer's approval. 
  Also enclosed is a copy of our Terms of Service, and a screenshot of the customer's acceptance of those terms. 
  To address each of the customer's concerns: 
  Arrival time 
  The Terms of Service addresses the arrival times under the section titled "Arrival Windows". This was discussed with the customer when setting up the schedule. She chose our 11:00am to 3:00pm arrival window, which is why her service provider arrived at about 12:30pm. 
  Regarding the blinds not being cleaned... 
  The 49 Point Checklist indicates that blinds are not included in the cleaning unless specifically requested and incur additional charges. Cleaning of the blinds/additional charges had not been discussed. 
  Window in her glass door cleaned. .. 
  The ckecklist does not include windows as we are not insured to clean windows. This was a point that wasn't discussed during the initial arrangements with the customer, as I would have explained that we don't clean windows. 
  maidpro com 
  Each MaidPro office is independently owned and operated. 
  Miscellaneous areas..... 
  All other points on the checklist were provided. Floors and stairs were mopped and vacuumed as indicated. Under beds, those that were accessible (some underbed areas were not accessible) were cleaned. One Bedroom dresser had white marks of unknown origin on the top surface. The marks wouldn't dust off but the service provider was able to remove some of the marks with a little rubbing, but not all could be removed. Windowsills and baseboards were cleaned. The stairs were swept and washed. 
  Guarantee..... 
  Our Terms of Service (enclosed) outlines our Guarantee under the section titled "24-Hour Guarantee". When I spoke with the customer, I offered to reclean the areas that were not done to her satisfaction, as stated in the TOS. However, the customer declined to schedule the re-clean. 
  Understanding the inconvenience a re-clean may have been for her, I offered her $50 off her total of $246.45. She then requested that I also pay for her babysitting, and dog kennel fees, which I was unable to do. 
  We feel, based on the checklist and the guarantee outlined in the Terms of Service, that we did the best we could for this customer. It typically takes one to three cleanings, and communication with the customer in order to learn their individual preferences and needs for their ongoing service. It's unfortunate that the customer felt unable move forward with her planned monthly cleanings, in order to receive the full benefits of the service. 
  Please contact me if you have any questions, or need more information to resolve this issue. 
  

  
  

  Customer response

  12/23/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Hi i filed a complaint against maidpro in mcmurray, the cleaning was denied again, because the first time i needed a babysitter for my kids and also to put my dogs in a kennel otherwise the “cleaning” lady would have been attacked, i said she could come clean again as long as she would cover my babysitting charges and kennel charges since it wasn’t done properly the first time, she denied.  i saw that she said they follow a 49 point system, she denied talking about the window dusting on the phone call, but that was spoken about because i told her i need the maid to do what i dont have time to do, dusting blinds, baseboards and ceiling fans. She did not dust blinds and definitely did not mop the floors or stairs, i attached pictures the first time and I’ll attach the same photos again, proving that my stairs were still dirty as well as my blinds. These pictures were taken upon arriving into my home immediately.

   

   Regards,
  
  ********* ******

  
  

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