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ComplaintsforMerry Maids
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Complaint Details
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Initial Complaint
03/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I began using Merry Maids of West Nashville in Aug 2021 to conduct bi-weekly cleanings of my 2500+ sq ft home. Since mid-Nov 2021, I have been having ***** issues with the services provided. This includes loss of at least 6 personal items valued at $****+, and incomplete and unsatisfactory cleanings. I swiftly reported each of these issues to the manager ******* ****** via text, phone & email, providing photos. I have tried to be understanding, however the issues have continued happening. On 2/11/22, my last cleaning, cleaner ****** spent a total of only 1hr 13min in my home (1/2 the usual time), as documented by my ******** camera. This resulted in a rushed and incomplete service, which I reported that day via text message and on 2/14/22 with a lengthy email and photos (taken 2/11 ) to *******. I asked for the issue to be resolved that week. ******* responded the next day that she would call me that day to fix it, but she did not, and I did not hear from her again until 2/21/22. She suggested the matter would be corrected at my next paid cleaning. At that point, I was even more dissatisfied, and I asked her to pause my service until further notice. We spoke on the phone in early March, and she said if I was terminating service, I would be charged a $*** early termination fee. I asked that the $*** fee be waived given the repeated issues of loss and incomplete service I had been facing. She said she would speak to the owner and call me back later that day or the next day, and did not. The next day I saw that my bank account had been debited the $***. On 3/9/22, I asked via email to be refunded the $*** due to bad and incomplete service and to be put in touch with the franchise owner. To date (9 days later), I have not received a response. I wish to be refunded the $*** termination fee, and the $*** charged for my last incomplete cleaning on 2/11/22, for a total of $***. I also wish for the false claim they are *** accredited to be removed from their website.Business response
03/22/2022
Business Response /* (1000, 5, 2022/03/21) */ Her $****** has already been refunded this morning 03/21/22 and I received a prompt thank you from her. I was unaware she reached out to you. Consumer Response /* (2000, 7, 2022/03/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) The owner responded via email, apologized and refunded me.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.