Initial Business Response / [redacted] (1000, 6, 2017/10/19) */ First, I would like to apologies to our customerI let her down and also Merry Maids let her downIt is never a good day, when that happensAt Merry Maids we pride ourselves in always putting our best foot forwardI am so sorry Mrs [redacted] that we let you down It is Merry Maid's policy that if a customer is not completely happy with a service or any part of a service, that we will come back and re-clean for freeIt is our policy that we be notified within hours of a service if a customer is not happy, so we can come back out to their home within the next day or two, to make things rightWhen I went to Mrs [redacted] home to give her an estimate, this is one of the things that I went over with herThis information is also on the back of the Service Agreement that I left with herIn fact in her letter, she mentioned her husband referring to this It is not our policy to refund money to our customersAs a service company, we would soon be out of businessPeople take advantage of refund policies, and use them to get services and goods for freeHave you ever heard of someone going to a restaurant, eating almost all the meal and then saying they found a hair in their food, so they would get the meal for free? I haveMany timesDo not think that I am saying Mrs [redacted] would do thisI am notWhen I went to her home to give an estimate to her, I found her to be a very nice ladyI am just giving an example of why we do not refund money However, I don't want to have an unhappy customerIf Mrs [redacted] would agree, we will go back to her home and re-clean for free, from a priority list, for hours Initial Consumer Rebuttal / [redacted] (3000, 8, 2017/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand those things happen, and being a business owner myself, I get thatAnd like I said, I originally wasn't going to do anything except cancel my services, but the more I found that hadn't been done/been done incorrectly, my frustration and disappointment quickly escalatedIf I had not paid $for this cleaning, I could understand that, but that is a lot of money for a cleaning, and to have not only myself, but others walk in and not notice we had a professional cleaning done, is sadIt just added to my frustration that even after my survey rating, no one would contact me to try to make it right on your endI do not accept this offer, not only for those reasons, but I now have no confidence that even a free cleaning would do any good, especially only a hour cleaning, we have a large house and that probably wouldn't even finish the first floor I still would like a refundI believe at this point that is acceptable
Initial Business Response /* (1000, 6, 2017/10/19) */
First, I would like to apologies to our customer. I let her down and also Merry Maids let her down. It is never a good day, when that happens. At Merry Maids we pride ourselves in always putting our best foot forward. I am so sorry Mrs. ** that...
we let you down.
It is Merry Maid's policy that if a customer is not completely happy with a service or any part of a service, that we will come back and re-clean for free. It is our policy that we be notified within 24 hours of a service if a customer is not happy, so we can come back out to their home within the next day or two, to make things right. When I went to Mrs. [redacted] home to give her an estimate, this is one of the things that I went over with her. This information is also on the back of the Service Agreement that I left with her. In fact in her letter, she mentioned her husband referring to this.
It is not our policy to refund money to our customers. As a service company, we would soon be out of business. People take advantage of refund policies, and use them to get services and goods for free. Have you ever heard of someone going to a restaurant, eating almost all the meal and then saying they found a hair in their food, so they would get the meal for free? I have. Many times. Do not think that I am saying Mrs. ** would do this. I am not. When I went to her home to give an estimate to her, I found her to be a very nice lady. I am just giving an example of why we do not refund money.
However, I don't want to have an unhappy customer. If Mrs. ** would agree, we will go back to her home and re-clean for free, from a priority list, for 2 hours.
Initial Consumer Rebuttal /* (3000, 8, 2017/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand those things happen, and being a business owner myself, I get that. And like I said, I originally wasn't going to do anything except cancel my services, but the more I found that hadn't been done/been done incorrectly, my frustration and disappointment quickly escalated. If I had not paid $575 for this cleaning, I could understand that, but that is a lot of money for a cleaning, and to have not only myself, but others walk in and not notice we had a professional cleaning done, is sad. It just added to my frustration that even after my survey rating, no one would contact me to try to make it right on your end. I do not accept this offer, not only for those reasons, but I now have no confidence that even a free cleaning would do any good, especially only a 2 hour cleaning, we have a large house and that probably wouldn't even finish the first floor.
I still would like a refund. I believe at this point that is acceptable.
Initial Business Response / [redacted] (1000, 6, 2017/10/19) */ First, I would like to apologies to our customerI let her down and also Merry Maids let her downIt is never a good day, when that happensAt Merry Maids we pride ourselves in always putting our best foot forwardI am so sorry Mrs [redacted] that we let you down It is Merry Maid's policy that if a customer is not completely happy with a service or any part of a service, that we will come back and re-clean for freeIt is our policy that we be notified within hours of a service if a customer is not happy, so we can come back out to their home within the next day or two, to make things rightWhen I went to Mrs [redacted] home to give her an estimate, this is one of the things that I went over with herThis information is also on the back of the Service Agreement that I left with herIn fact in her letter, she mentioned her husband referring to this It is not our policy to refund money to our customersAs a service company, we would soon be out of businessPeople take advantage of refund policies, and use them to get services and goods for freeHave you ever heard of someone going to a restaurant, eating almost all the meal and then saying they found a hair in their food, so they would get the meal for free? I haveMany timesDo not think that I am saying Mrs [redacted] would do thisI am notWhen I went to her home to give an estimate to her, I found her to be a very nice ladyI am just giving an example of why we do not refund money However, I don't want to have an unhappy customerIf Mrs [redacted] would agree, we will go back to her home and re-clean for free, from a priority list, for hours Initial Consumer Rebuttal / [redacted] (3000, 8, 2017/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand those things happen, and being a business owner myself, I get thatAnd like I said, I originally wasn't going to do anything except cancel my services, but the more I found that hadn't been done/been done incorrectly, my frustration and disappointment quickly escalatedIf I had not paid $for this cleaning, I could understand that, but that is a lot of money for a cleaning, and to have not only myself, but others walk in and not notice we had a professional cleaning done, is sadIt just added to my frustration that even after my survey rating, no one would contact me to try to make it right on your endI do not accept this offer, not only for those reasons, but I now have no confidence that even a free cleaning would do any good, especially only a hour cleaning, we have a large house and that probably wouldn't even finish the first floor I still would like a refundI believe at this point that is acceptable
Initial Business Response /* (1000, 6, 2017/10/19) */
First, I would like to apologies to our customer. I let her down and also Merry Maids let her down. It is never a good day, when that happens. At Merry Maids we pride ourselves in always putting our best foot forward. I am so sorry Mrs. ** that...
we let you down.
It is Merry Maid's policy that if a customer is not completely happy with a service or any part of a service, that we will come back and re-clean for free. It is our policy that we be notified within 24 hours of a service if a customer is not happy, so we can come back out to their home within the next day or two, to make things right. When I went to Mrs. [redacted] home to give her an estimate, this is one of the things that I went over with her. This information is also on the back of the Service Agreement that I left with her. In fact in her letter, she mentioned her husband referring to this.
It is not our policy to refund money to our customers. As a service company, we would soon be out of business. People take advantage of refund policies, and use them to get services and goods for free. Have you ever heard of someone going to a restaurant, eating almost all the meal and then saying they found a hair in their food, so they would get the meal for free? I have. Many times. Do not think that I am saying Mrs. ** would do this. I am not. When I went to her home to give an estimate to her, I found her to be a very nice lady. I am just giving an example of why we do not refund money.
However, I don't want to have an unhappy customer. If Mrs. ** would agree, we will go back to her home and re-clean for free, from a priority list, for 2 hours.
Initial Consumer Rebuttal /* (3000, 8, 2017/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand those things happen, and being a business owner myself, I get that. And like I said, I originally wasn't going to do anything except cancel my services, but the more I found that hadn't been done/been done incorrectly, my frustration and disappointment quickly escalated. If I had not paid $575 for this cleaning, I could understand that, but that is a lot of money for a cleaning, and to have not only myself, but others walk in and not notice we had a professional cleaning done, is sad. It just added to my frustration that even after my survey rating, no one would contact me to try to make it right on your end. I do not accept this offer, not only for those reasons, but I now have no confidence that even a free cleaning would do any good, especially only a 2 hour cleaning, we have a large house and that probably wouldn't even finish the first floor.
I still would like a refund. I believe at this point that is acceptable.