ComplaintsforBreathe Maids of Dallas

• Initial Complaint

  05/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Booked deep-cleaning of residential property with Breathe Maids (service provider) for 4/30/22. Intent was engaging in professional relationship and extending scope, transitioning to regular cleaning service delivered by Breathe Maids. On day of first appointment (4/30/22), Service provider arrived 90 mins late for appointment; an unspecified compensation and courtesy discount was offered via phone by service provider. After deep-cleaning service was completed, it was discovered that the quality of service was not in line with the quality level advertised publicly. The required after-cleaning on same day was completed by client given time of day. In addition - and at a closer look - damage to client's property was discovered. This was communicated to the service provider. Over phone/text, service provider expressed to right the issue and apply another discount. During the conversation client expressed dissatisfaction and lack of trust in service provider's ability of providing quality cleaning as advertised. Client subsequently (and understandably) refrained from expanding relationship and cancelled future all service appointments. Finally, and in addition to of issues listed above, client was billed erroneously for a total of $176.97 vs initial proposal of $145.93 : on 5/2: $161.94 for deep-cleaning services. On 5/5: unspecified refund of $30.00. On 5/6: $45.03. In summary, service provider did not deliver service as advertised and charged client's credit card in excess: Provider's agent committed to discounts for 1) tardiness of personnel and 2) quality of service issues. Discounts have not been provided thus far. To date, a required replacement of damaged property is still outstanding. It is evident that the amount for services billed must be adjusted per provider's earlier commitment and client's damaged goods are to be replaced.

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2022/05/16) */ Hi *********, Thank you for your feedback! I wanted to clarify a few things because a lot of details were left out of this complaint. First, we work in time ranges, we do not guarantee we will arrive at one specific time, but rather offer a time range that we will arrive. This is due to the fact that there are often times unexpected issues that arise that may make it difficult to get to a clients home at a certain time ie. the previous clients home was more dirty than expected or there was an accident on the way to the clients home. We offered a discount on your next cleaning in order to accommodate any inconvenience even though we told you we don't arrive a specific times when you booked with us. Second, while we were cleaning your toilet seat unfortunately was damaged and this is the reason for the #$30 refund we gave. This happens pretty often with old toilet seats and I apologize it happened at your home. Third, you fail to mention that you left a $19.71 tip for the cleaner. Fourth, we have pictures of the cleaned home which we are submitting with this response that show how clean the home was after we left. Fifth, we performed a walkthrough with Kristin before we left the home. We showed her all the rooms and she signed off on our checklist saying everything we satifactory. We are attaching that checklist to this response as well. Sixth, I reviewed your charge history and at no point did we charge you more than the agreed upon amount of $161.95. We have email confirmations of this price being sent to you multiple times to confirm. Sincerely, Geaux Maids Consumer Response /* (3000, 7, 2022/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept the response. Regarding #1 - discount for late incoming maid was offered by Breathe Maids associate T. over phone (voice mail) and to-date has not been granted. Listening to the audio, it was clearly not the intent to apply to future as it was to right the current appointment billing. Regarding #2 - condition and age of toilet seat does not meet your description. Your applied credit of $30 is ineffective after you raised overall cost of cleaning by adding $45.03 to our bill (removal of frequency discount). Regarding #3 - With regards to gratuity, Breathe Maids reservation system solicited for tips to maid prior to a cleaning service. However, there is no option to remove/cancel that fee if cleaning is unsatisfactory. Regarding #4 - Most concerning is the confirmed filming/photography taken in our home which we have at no time verbally or non-verbally approved. This represents a breach of our privacy and home security. This is currently being reviewed by counsel. Breathe Maids website does not list this practice and neither did the cleaner advise us in person at beginning of service. It is uncertain what else has been photographed and filmed nor do we know what will happen with footage or who footage will be shared with and it represents a significant breach of professional relationship. In addition, it is unlikely that the smart phone used is a company phone. Breathe Maids does not have control over it and we are very worried as to what happened to film/picture footage. We are ensuring that this observation and experience will be shared with appropriate public media forums and news platforms in the greater Dallas-area. Regarding #5 - As explained prior, the walk-through performed did not allow for detailed review of countertops and surface due to low-level sun glare and rays impacting surfaces. Again, residue and cleaning product film found when wiping over surfaces - especially on bathroom countertops. This leads to believe that cleaning product used did not correspond to material. Regarding #6 - Above statement is incorrect; we encourage Breathe Maids to verify. For reference, account overview has been attached showing Breathe Maids wrongfully charging $161.94 plus $45.03 for a total of $206.97. It shows application of $30 credit for damaged material and debit of $45.03 (which removed the credit). No compensation for late incoming maid is reflected vs verbally confirmed. In total - and clearly in contrast to statement above - Breathe Maids effectively cleared $176.97. Our experience has turned from a potential service-relationship into a relationship leaving a bitter taste over privacy issues and breach of our home integrity, major security concerns as well as damaged property. Breathe Maids has failed to correct the situation in entrepreneurial manner and we reserve the right to pursue further action. In contrast to a clean and complete service recovery process, Breathe Maids is forcing client into their recovery process and continuing the service relationship if compensation is desired. A questionable practice. Overall, the experience has been a negative one, and taken too much time out of our busy schedules. In closing, we request that this communication, all attachments as well as all photography taken from professional visit to our house will be kept confidential, not be disclosed to any party outside and preserved for it to be accessed by legal counsel at further notice. Respectfully, S. ******* Business Response /* (4000, 9, 2022/05/26) */ We do not offer discounts for late arrivals. Any discount given would have been for a future booking as a measure of good faith. It is reasonable to expect a service to verify their work via photography in this type of business. In this case it works in our favor as the photos we took do not reflect your quality complaint. All photos taken do not include any personal identifying marks and only serve to provide proof of work completed. You performed a walkthrough and gave us the green light before we left. This is undisputed and we have nothing further to add on this point. I have attached proof (see attached image) via our payment processor that we refunded $30 on may 4th. Please have your counsel contact us at *******@geauxmaids.com if they have any concerns. Wish you the best! Geaux Maids

• Initial Complaint

  12/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hired cleaning service for a "deep clean" there was an additional charge for the deep clean for a total of $258 before tax. The cleaning service provided a checklist of items that would be included with the clean and additional items that would be included with the deep clean. More than half of the items on the checklists were not done. The clean that was provided was a hasty run through and in no way could it be considered a deep clean. Of the items on their own checklist, the following were not completed: -shower tile not scrubbed -shower door not cleaned -shower door track not cleaned -bathroom fixtures not cleaned -cobwebs not removed -trash cans not emptied -picture frames / lamps / fireplace tools (knickknacks) not cleaned. Still dusty and cobwebs Deep clean extra: -blinds not cleaned. Dust and cobwebs -window sills not cleaned. Dust, dog hair and bugs -baseboards not whipped or washed. Dust on top edge throughout. -furniture not polished on sides / legs. Only cleaned on top -doors and door frames not hand washed. Cobwebs in corners

  Business response

  02/16/2022

  Business Response /* (1000, 5, 2021/12/30) */ Hello, Breathe Maids appreciates all feedback. After the clients cleaning we walked the client through the home to inspect our work. We showed them all the areas that were cleaned and they agreed it was to there satisfaction. At this point the client signed our checklist agreeing that they inspected the work and that it was to their standards (see attached signed checklist). The next day the client contacted us to file a complaint even though they said everything was good the day before. Per our policy we offered a reclean which the client accepted. The day of the reclean as the cleaner was on her way the client contacted us and told us they no longer wanted a reclean and they wanted a 100% refund. Per our policy that the client agreed to when booking with us(found here https://breathemaids.com/terms-of-conditions/) we only offer refunds if a reclean is completed. In this case no reclean was completed due to the clients decision. We tried our best to work with this client but unfortunately this is the outcome after we did everything in our power to appease the client. Consumer Response /* (3000, 7, 2021/12/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a flat out lie. My girlfriend arrived at the house as the maids were leaving, she thought they were going to get more supplies as the house did not look thoroughly cleaned. She did not get a walk through of the home and definitely did not sign off on the cleaning. I canceled the reclean because we had already spent 7 hours cleaning it ourselves after the first clean was not sufficient. We could not wait for the reclean because we had family coming in for the Christmas holiday. Business Response /* (4000, 9, 2022/01/05) */ Thank you for your response, however that doesn't negate the fact that you agreed to our terms of service as mentioned in our response. Also we attached the signed checklist as evidence in this case.

*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. ↩