Maid Easy

Complaint: [redacted] I am rejecting this response because: As you will see from the following information provided, a refund would be the most appropriate response to the issues we addressed with your companyThis is actually [redacted] ’ husband responding and as you mentioned in your response, I have been in the United States Air Force for over years, not only do have I worked in Customer service, but I have also been responsible for training hundreds of our nations Airmen on how to respond and take care of customersIn addition, I am currently in training at Lackland Air Force Base/Stationed at Randolph AFB, TXI am going to start by addressing your response and then I will outline all of the issues we had with the service provided by your company First, when I contacted your company to set up service I did mention that we were used to being serviced by Molly MaidYou specifically stated that your company “was not” Molly Maid and you did not wash dishes or clothesYou did not mention any additional limitations or restrictions of service nor did you read a full listing of services, e-mail any type of service contractBased on this information alone it was assumed that all basic House-keeping actions would be taken by your employeeDue to your marketing yourself as a home-cleaning company I explained that we were preparing for an home inspection in two days and would need the “basic” house-cleaning items taken care of to include (But not limited to) our floors being swept/mopped, vacuuming of carpets, cleaning dusting of fans and baseboards cleanedYou explained you would convey this to your employee and they would be there until the job was done-Not an hourly rateIt is important to mention the items we mentioned above because as you mentioned below your company is a deep cleaning company and only one of the items listed above was actually cleanedI did mention one of our relatives would be home to ensure your employee was let in and that our home was monitored while we are at work; you implied that some of the crumbs that were left on the floor occurred after your employee completed her assigned duties, but this was not the case as our children were in school prior to my wife’s arrival so they could not contribute to the crumbs that were left on the floor by your employee As mentioned, my spouse arrived home and walked through the house identifying all of the issues Moving on to the next points we have attached photographs to ensure you can see exactly how many items listed were not cleaned as per our previous conversation and she called me furious about the lack of cleanliness and also the information she was given from our relativeWhen I contacted you, you and I were both very professional and courteous to each other and I appreciate you listening as this was prior to you having any opportunity to follow up with your employee—However, when I spoke to you on the phone and we discussed some of the potential disconnects between our conversation and the actual items accomplished by your employee, I had not arrived home yet: Contractor/Sub-Contractor: Your contractor mentioned that she was not actually assigned by your company and that she was actually filling in for someone elseThis leads me to believe that there was more than enough opportunity for a miscommunication to occur and in addition opens up a whole new can of worms about accountability and you actually not knowing who you are sending into people’s homesWhen asked who your company was, the sub/sub-contractor that was cleaning stated she did not even knowSomeone was in my home that was not accountable by your company and this person was also taking photographs of our home This takes me into a whole new can of worms and another direction that I will not go into right now only because I do not want to fail in addressing the additional items of concernFloors/Mopping: the kitchen floor was mopped, but not completely clean and the floor was sticky as if old mop water was used to go over the floor instead of clean waterThe Laundry room tile was not clean and the floor did not seem to have been moppedVacuuming (Photo attached): Upon first glimpse it would seem that the vacuuming was completed But once you actually looked at the floor you notice that although there were vacuum tracks Nothing was picked up by the vacuumCrumbs, lint, hair, etc, remained on top of the carpetsThis would seem as if the contractor’s vacuum was not working and this again brings me back to my point about accountability (People and equipment).Base Boards (Photo attached): The base boards were not cleanedFans (Photo included): The fans were not cleaned I could tell the bathroom was cleaned and noticeably there was some time spent on the shower based on your pictures, but I did not expect nor did I request that your employee spend 98% of her time on the shower and not clean the other items listed In addition, we did not know that you were sending only one contractor to complete a 2K foot home – This was where I explained there may have been a miscommunication as you explained your company would not leave until the job was complete and this was clearly not the caseNone of the items we were concerned about for the inspection were cleaned per our conversationHow could your business expect to honestly have accountability of the work completed by your contactors if you are relying on photographs to confirm what was completed? Anyone could take the credit for the trip and in addition this does not identify issues like the ones we have outlined for you above As you can see a refund is in order based on the items addressed and the photographs we have providedWhy would we request you send another sub/sub-contractor to our home? In addition the inspection is now passed Regards, [redacted] & [redacted]

Thank you for your feedback [redacted] , and we apologize that you were not satisfied with the cleanOur company has been in the cleaning business for over years and we have always had 100% customer satisfactionAs I mentioned to you last week, when your husband initially called me to set up the clean, he was well aware we are not a service to compare to Molly Maids as we are more of a deep cleaning company, not a housekeeping companyHe did in fact let me know you had been using Molly Maids, (whom must not have ever cleaned your walk in bathroom shower or sink, I am assuming)? and your that home had been kept upHe said you simply needed a touch up before an inspection of some sortYour husband and I went over what our services Maid Easy, Incwould be providing for you (which are outlined below)I made it very clear to him that we do not make beds, do laundry, dishes or other general housekeeping We do baseboards, window sills, floors, bathrooms (which Winson said were not heavy, but the pictures I have attached tell a different story, and we used a lot more chemicals to tackle your walk in shower and sink, and we did not charge you extra)Our customers are charge a flat fee, which means the price does not fluctuate even if we are in the home the entire dayAs your husband was aware, our estimated time of completion would be 2-hoursWe also were not aware there would be someone in the home, along with a young child, as we usually require to clean alone so that the home stays clean and fresh until the customer arrives to inspect homeMy crew member was there close to hours, which is the correct time frame for the items we were scheduled to clean by your husband (see below): This itemized schedule reflects the conversation your husband and I had and was typed in our program while scheduling appt: PER WINSON: xxx-xxxx CELL WIFE: xxx-xxxx [redacted] KNOLL CREEK SUBDIVISION? 3X1/2,SQ FT TWO STORYJUST CLEAN: BASEBOARDS, FLOORS, BATHROOMS, CEILING FANSNOT HEAVY WAS USING MOLLY MAIDS BEFOREJUST A TOUCH UP PER WINSON $PLUS TAX = $ rec'd cash $ When you and I spoke, I was very much willing to do what I could to make you happy, but you also were not aware of how your husband set up the cleaning and you said to me that you need to speak to him as there must had been a miss-communicationYou were going to call him and then call me backI never received a phone call fromA few moments later your husband called, he was very pleasant and agreed that there was a miss-communication and he was apologeticHe said he was in the customer service department at Lackland AFB and understands how frustrating complaints can be I also offered my email address, asked him to take photos of the items you felt we missed and I could certainly have a crew to go back or we can discuss other optionsHe said he would get home, talk with you and we could come up with a resolutionHe also said he would email photos and a list asap As of today, no emails or phone calls have been sent to me from either one of you I was very pleasant and professional to both of you, and I was more than willing to resolve this disputeMaid Easy, Incguarantees customer satisfaction and we value our spotless reputation The Revdex.com complaint was not necessary, as I followed standard protocol for resolving your complaint before I received this notification from the Revdex.comI feel this is an unfair report on our company, as you nor your husband allowed us the opportunity to kindly handle the issue as we discussed last week Sincerely, [redacted] Maid Easy, Inc