Complaints

This profile includes complaints for Merry Maids's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Merry Maids has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Merry Maids

  11406 Rendezvous Dr San Antonio, TX 78216-3305

• 

  Merry Maids

  1389 Industrial Dr Ste B New Braunfels, TX 78130-3640

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enlisted the services of Merry Maids. While signing up for services they were available and responded to all communication. I signed a contract for a once a month cleaning. My first cleaning was on 2/28/2025. I paid in full for that cleaning. I did not hear anything from them again, until 3/27/2025, stating that I had a cleaning the next day. Not to mention, a days notice, is unacceptable. I was unable to keep the cleaning, as I had damage done to my roof from the recent storms and have had roofers fixing that damage. I tried to call the number and there was no response. I replied back to the text that I could not do the cleaning that day and received no response. I then text *****, who is someone that had previously sent me a text from there. She replied back stating that she can reschedule me for 3/31. I explained that I was unable to reschedule at this time and I would contact back when I was ready to schedule. She immediately replied, that I signed up for a monthly service, and if I wish to cancel, they require a 30 day, notice and have a final cleaning during that 30 days and if I did not have a cleaning a cancellation fee MAY apply. I asked where on the contract did it state that I had to give a 30 day, notice and that cancelling MAY cause a fee to be applied. Again, there was no response. Because of the customer service I received I let her know I would be canceling and I would not be paying a cancellation fee. Again, it does not state it anywhere in the contract. No response from her. Then today, 4/4/2025, I received a call from a debt collector, stating that I have been turned over to collections for failure to pay a debt to Merry Maids. There is no debt to be paid. I paid in full for my cleaning. I expect this so call unpaid debt to be removed and to receive no more calls from a collection agency. Also, the date they gave to the collection agency regarding failure to pay was 2/28/25, the date of my cleaning, which again was paid in full.

  Business Response

  Date: 04/04/2025

  To whom it may concern,
  Please find below the response regarding ****** ****** and her monthly service order.
  Mrs. ****** ****** placed an online order for monthly cleaning services on February 24, 2025. As part of the online booking process, she was required to accept our Terms and Conditions, which clearly state that cancellations for recurring services must be submitted with at least 30 days' notice.
  Mrs. ****** did not provide the required 30-day notice to cancel her monthly service. Additionally, our automated system sends out a reminder 24 hours before each scheduled cleaning. I have attached a copy of the automated reminder message sent by our dispatch system the day prior to the scheduled cleaning, along with a full transcript of the text communication records. These show that no cancellation or response was received from the customer.
  The outstanding balance is due to a declined payment on ****** ****** credit card. I have also included a copy of the signed authorization form, where she agreed to automatic deductions for recurring service charges.
  Additionally, a copy of the original online order is attached for reference.
  Based on the agreed terms and the documented communication and payment failure, this charge is valid and in accordance with our policy.
  Thank you for your time and attention to this matter.

  Customer Answer

  Date: 04/04/2025

  Complaint: 23160109
  
  I am rejecting this response because: I have reviewed the documents presented by the company and those are the same documents that I have already uploaded. Again on the online agreement, and on the contract I signed, there is nothing regarding a 30 day cancellation nor is there anything about a fee. I also have the text messages and it is funny how there are text messages sent that I did not receive but I received the text message about me needing to pay a fee. I guess when you have a messaging system, you can add in messages to make yourself look better as a company.  

  I also did respond to the text about rescheduling on the 31st. Which I said I could not and was immediately told about my needing to reschedule or give a 30 day cancellation or pay a fee. There is also, no note of me responding back to that text message asking, where in the contract I signed, did it state any of that information? And there was no response to my question. 

  I also do not know where this charge is coming from. I paid in full for my cleaning on 2/28/25, so I do not understand, why it is being said that I had my card declined for a payment that I needed to make. What exactly did I not pay for?

  It is obvious by their current BBB rating at this particular franchise location, as well as, the reviews online, that this company is dishonest and continuously harasses their customers. All customers are asking the same question, with no response. Where is there a cancellation notice of 30 days or pay a fee?

  Regards,
  
  ****** ******

  Business Response

  Date: 04/07/2025

  Hello,
  Please find attached the Accounts Receivable report, which reflects that the outstanding balance is due to a cancellation fee. The credit card you provided was declined, and due to the failed payment, the account was sent to collections.
  Additionally, we have included a copy of our Terms and Conditions. We have highlighted the section that clearly states a 30-day notice is required for cancellation of recurring services. As part of the online purchase process, customers are required to acknowledge and agree to the Terms and Conditions by checking the appropriate box. Without this step, the purchase would not be completed.
  We always recommend that customers carefully read the Terms and Conditions, as they contain important information that may be relevant in the future.
  Based on this documentation and our clearly stated policy, the charge is valid and in accordance with the agreed terms.
  Thank you for your time and attention.

  Customer Answer

  Date: 04/09/2025

  Complaint: 23160109
  
  I am rejecting this response because at no point while signing up was I shown or told there were terms and conditions. Legitimate and honest companies, require you to read their terms and conditions before agreeing to sign a contract and require you to acknowledge that you received those terms and conditions and agree to them. When I go back and look at the website, your terms and conditions are listed at the bottom of the page in the footer below the get your price button. If you don't scroll all the way down and know to look for it, you would even know it was there. It seems as though, it is purposefully set up that way, so you are able to trap your ********s. 

  I will not be paying the fee. The way business has been conducted is very shady and almost as if you are trying to trap ********s, so that you can take more money from them. Again, looking at your previous reviews online and on the BBB, it clearly shows that all of your ********s are blind sighted by your business and ******** service. I am obviously not the first ******** to have this complaint.

  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:12/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Merry Maids and asked them to clean my apartment. Their office contacted me and set an appointment for Oct. 21. I was told I would need to be there to say to the team what I wanted them to do. On Oct. 18th, I received a text from *****, the manager of Merry Maids, confirming the appointment. I received a call on October 20th telling me the crew would be at my apartment by 8:00 a.m. on October 21st. The cleaning crew arrived at my apartment building at 12:45 p.m. on Oct. 21st and checked in with the lobby concierge. I was waiting for them and told them to do a standard apartment cleaning. I left the apartment at 1:15 p.m. They left the apartment at 2:00 p.m. and were checked out by the concierge. At 2:08 p.m., I received a request for a satisfaction survey, indicating that they had completed their cleaning. They only did some of the things they were supposed to. Their website lists the work that will be done during the apartment cleaning. They vacuumed and cleaned the showers and toilets, but they did not clean the baseboards, under the furniture, the mirrors or windows, the furniture, the hardwood floors, the kitchen or bathrooms, or the countertopsall of which they claim they will do on their website. I received a text on Oct. 22 at 12:45 p.m. letting me know they would send a different team for a second cleaning with a supervisor during the next scheduled cleaning for free to ensure my satisfaction. I received an automated message about cleaning on 11/4/24 when I was out of town. I offered for us to reschedule that appointment. There was no response.Then, I received a text about another cleaning being scheduled for Nov. 18th. I responded then, letting them know that I had yet to receive a response to my request to reschedule an appointment with the manager. They put my account in default at that time. I dont know how we got from $253.31 to the current debt collection attempt for $599.71.

  Business Response

  Date: 12/26/2024

  
  I hope this message finds you well. I would like to address the concerns raised by Mrs. ******* as we believe there has been a misunderstanding regarding the services we provided.
  We initially reached out to Mrs. ************  However, her response was that we would need to accommodate her schedule. Despite our repeated attempts to work with her, her schedule remained consistently full, and no formal rescheduling was made. Moreover, Mrs. ****** informed us that she would not be paying for the service, despite our commitment to quality and the guarantee we offer for all of our work.
  We made numerous attempts to contact Mrs. ******* but unfortunately, her phone went directly to voicemail, and we were unable to reach her. We also have a complete record of all communications via text message, which we are prepared to provide to help clarify the situation.
  Additionally, it is important to note that Mrs. ****** signed the service agreement. Due to her failure to reschedule, we were unable to address the areas she mentioned as incomplete.
  We remain committed to providing exceptional service, and we are happy to provide any further information needed to resolve this matter.

  Customer Answer

  Date: 01/09/2025

  Complaint: 22712412
  
  I am rejecting this response because:

  Merry Maids claims that they have tried "numerous" times to communicate with me to rectify this situation. But, that is simply not true. They called one time in November, and yes, that call did go to voicemail. They did not leave a message. I have gone through my phone, and since then, they have not communicated with me. Instead, they sent the account to collections without trying to work with me. 

  Whereas, I have communicated with them close to a dozen times to try to rectify this situation, including calls on 12/20/24, 1/8/25, texts on 11/1/24, 11/2/24, 11/15/24, 1/7/25, 1/8/25 and an email on 1/8/25. They simply are not responding or I will speak to the person who runs the front desk, the manager will be unavailable and then never calls me back. 

  I appreciate that at this point, there is not a situation where I am willing to employ them again. I will pay the original bill for the work that was done as it was originally presented to me, a total of $253.31, but that is all. That is my offer to resolve this matter. 

  I am attaching copies of screenshots from my phone to show that they have not attempted to contact me. 

  Regards,
  
  ******** ******-*****

• Initial Complaint

  Date:07/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with Merry Maids cleaning for a few years now. I decided to cancel my service because of the poor quality of service I had been receiving from them the past cleanings. I have had several supervisors out to observe the issues and am still facing the same issues with them. When I called to cancel they told me that I would have to give them ************************************************************************************* and to provide me a signed contract showing me this. They were unable to provide the contract and called me back saying they would send a new crew, take $50 off the next cleaning and also clean of ovens to give them 'one more shot.' They stated that if I was still not happy with the service after this I could cancel without issue. The clean crew came, missed the same areas as the other crew, and tried to leave without cleaning the ovens that was stated on the cleaned. I decided to go ahead and cancel because of the subpar work again. When I called they said they would not honor the agreement made before and I would have to do another 30 day notice and also pay a cancellation fee. I told them this was not was agree upon and asked to speak to a manager. When placed on hold with the manager no one came, they hung up on me and will not return my call. They have since only texted stating once again they would not honor what they said and I would have to pay a cancellation fee or agree to two more cleanings. This is not what we agreed upon and I am dissatisfied with the service and lies provided. I have not been provided a copy of my contract nor are they honoring what they stated before.

  Business Response

  Date: 08/09/2024

  On 06/21/2024, Mr. **** called in requesting to cancel his services. I told him that for service cancellation we do require a 30 day notice. During those days he must take any pending cleanings and after that the account can be canceled. Otherwise a cancellation fee may apply. I asked what was the reason of cancellation and he said that it was because he was unsatisfied with the service the maids were providing at his home. I apologized for the inconvenience caused and I told him that we would send a different cleaning team and we would give him a free oven cleaning on the next service all in return of him not cancelling his service. Mr. **** told me that he has 2 ovens, not 1. I told him that we would do the 2 ovens and also discount $50.00 from his cleaning price. He agreed to the 2 ovens cleaning and the $50.00 discount. At no moment I told Mr. **** that if he wanted to cancel in the future he didn't had to give us the 30 days notice or pay a cancellation fee. 

  Customer Answer

  Date: 08/09/2024

  Complaint: 22015894
  
  I am rejecting this response because:

  When calling to cancel I was told to "give them one more chance." They said that they would cover the cleaning of the ovens and would take $50 off the cleaning. They stated that if I was not satisfied then I could cancel with no issue. Once the cleaning was done there was still items not cleaned well and they tried to leave without cleaning the ovens. I then called and informed them that I was no satisfied again and wanted to cancel. That is when they went back on what they said about cancelling with no issue. I am not satisfied with this response as what I was told does not match the actions they told me. I want my contract cancelled and I am not going to pay a cancellation fee at all. This is dishonest service.  

  
  Regards,
  
  ***********************

  Business Response

  Date: 08/09/2024

  ****, I understand your frustration, and I apologize for any inconvenience this may have caused. Our policy requires a 30-day notice for cancellations, or a cancellation fee if the notice period is not met. We do make sure to inform all our customers about this policy upfront. While we strive to accommodate our customers and offer solutions, the cancellation fee is a standard part of our terms. I appreciate your understanding in this matter.

  Customer Answer

  Date: 08/09/2024

  Complaint: 22015894
  
  I am rejecting this response because:
  

  You are not stating to the terms you told me. I am not going to pay for any cancellation fee or any additional service. 

  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have completed 10 cleanings as of today and they are saying we still need to provide 30 days notice to cancel - it was for 10 cleaning only. They want to charge ** for 2 more cleanings. Why have a 10 cleaning agreement if we need to provide 30 days notice at the end of the agreement. I agree if we ended early or even kept it going; then we would have to give 30 days notice as per paragraph 4. But this is not the case. We completed our side of the agreement upon completion of 10 cleanings.

  Business Response

  Date: 07/18/2023

  *****************************

  You signed a 10-cleaning agreement on 03/09/2023, and page 2, paragraph (4) states that if you wish to cancel services you must provide us with 30 days written notice. On Monday, July 17, 2023, you emailed us stating that you no longer need Merry Maids services. This means you do not comply with the policy agreement with Merry Maids.

   

  See Attach of agreement and the email you send us on 07/17/2023.

   

  Best Regard, 

  ********************

  Customer Answer

  Date: 07/18/2023

  Complaint: 20332855
  
  I am rejecting this response because:

  Merry Maids has you sign a 10 cleaning agreement. Right on the agreement and in fact the title of the form is 10 cleaning agreement. How else can one interpret law but that she signed up for 10 cleanings? Period. If Merry Maids intended on everyone needing to notify them in writing 30 days early - they should do away with anything that says 10 cleaning agreement.

  we Will continue; however, we will point out in every avenue we can how crooked their agreements are when you commit to 10 cleanings.

  
  Regards,
  
  ***************************

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TERRIBLE ALL THE WAY AROUND. First cleaning was good and then the next two were not. No floors or counters were cleaned at all. I contacted the local office and I was told a different team would come next time. No "re-clean" provided. Next cleaning, same thing. No counters, no floors. They asked for photos and I sent many. NO RESPONSE. I told them I wanted to cancel the services and they went quiet. Called a few days later to see where we were on cancellation and they told me that it was closed and they had sent my information to collections!! They had an old card on file and apparently my latest payment didn't go through. Well, instead of contacting me they sent me straight to collections. Now I am fighting this BS because they didn't let me know. I went to the local office to try and take care of it and the women there were rude and combative (San Antonio, *****) and threatened to call the police on me. They are rude, they hang up on you and they yell. Absolute worst business experience in my life.I should have been contacted above problems with payment. It is an easy fix as the card on file is no good. I even asked them to cancel the collections and put me back on the schedule and they refused. I want it all wiped clean and I am not paying a *****. They did NOT clean my home and then they turned me into collections a week after a payment issue and never even contacted me to let me know there was an issue. I tried all day long to call them yesterday and they were screening my calls and refused to answer. The most unprofessional thing I have witnessed in my life.