ComplaintsforMerry Maids

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  07/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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.

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