ComplaintsforBig Country Maids

• Initial Complaint

  12/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hired this company since I was moving out. Paid the cost for a 2hr clean and a carpet shampoo. The company showed up 2 hours late. The lady had her baby with her in a carrier thing strapped to her chest. She did not put much effort into the cleaning and left a lot of things lacking that we had talked about getting cleaned, liked cleaning out the cabinets. The real issue occurred a couple weeks later (about 2 weeks ago) when I answered their email by clicking on the link to leave a google review. I gave 2 stars and stated the issues above about not being worth the money for the job done. Literally not 5 minutes after submitting the review I get a text from the company harassing, making fun of me and threatening me in response to my low rating. The text said that it was "hilarious" that I would leave a bad review after "trying to lie to them" about how many dogs I had. It stated my house was the filthiest they had ever serviced. They threatened to "publicly expose" me because they had pictures of my house. They made a point to say they were able to reply to the review. The only smart thing they've done so far is they have not left a response. They bragged about their high rating but given that behavior and performance, the rating is likely coerced. They have a lot of elderly/disabled customers that can't clean their own homes. A business cannot threaten to post pictures of someone's house on the internet or in any other public manner. Because of this unprofessional, petty and just borderline illegal behavior, I want every cent back from that company. I didn't pay for a mediocre job and I definitely did not give money to be harassed, threatened and belittled by a business that is supposed to offer a service. Secondly, but not necessarily required is a public response to my review apologizing for their behavior.

  Business response

  01/08/2024

  "We always take complaints seriously and do all we can to make sure we are upholding our values and quality of work. In this instance we feel we did all we could given the situation. To start the client gave false information regarding the condition of the home and number of pets living there. She initially told us lets say 2 due to it getting redundant after that. Later it was admitted to there being 10 dogs living in the home. Our quote we initially gave her for a heavy duty deep clean was outside of her budget but she stated she needed help getting all the cleaning done in the time frame needed so she opted for our hourly rate and payed for 2 hours of cleaning and stated "whatever got done in that time got done and what didnt didn't" we got a list of areas she wanted us to work on. On the day of the cleaning we had a cleaner call in. When given the choice of canceling or to have one of the owners come clean personaly with her newborn in a carrier asleep, she stated she loves kids and really needed the help so it was welcome. Upon arrival the state of the house was way beyond what we typically would allow on an hourly rate and would be a minimum of $1000 job if we had gone with a package cleaning due to thick dirt coating every surface of the home. We however had compassion and moved foward with the cleaning and again talked through what areas were the most helpful for us to start in. In our previous correspondence when booking she understood that we do as much as we can on a list of priority areas provided by her but cannot guarantee a set amount of work being completed in the time frame. In the time frame we were there we were able to clean the bathroom and most of the kitchen. Along with the addition of shampooing 2 rooms carpeting. She had provided one picture beforehand that she stated was the only staining. Most of the capets in the home were already ripped out by her because how terrible they were. The 2 rooms we did, kept clogging and ruined our machine in the process with the amount of dirt and pet hair it was pulling out. Her comment on this was "Yeah thats a high traffic area for my pack."

   Months later in a text to us she I believe forgetting I was one of the owners complained about in her words "the worthless cleaner that was to busy breeding to know how to do her job". In reference to me having a baby. Unfortunately for us this was a job that in the end cost us more than we made on it but felt we had done our part in making someones life a little easier by taking a bit of work off their shoulders."

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