Maidpro

Review: In December 2013 I scheduled a cleaning the day before a Christmas party. The day before the cleaning was to be performed (which was two days before my party) Maidpro cancelled the service due to employee illnesses. I had provided my credit card information when I scheduled the cleaning. Despite having to scramble and pay about triple the price with another service for my party, I decided to give Maidpro another chance. I scheduled another cleaning in March 2014, with a vision towards setting up a regular service. I have a 3,000 square foot home, five people and two dogs living in the home. Maidpro sent one person to clean my home. She arrived at about 3pm in the afternoon and told me she had to leave by 5:30pm. She began her work and was very slow. Ultimately, she did not come close to completing the work and she left a powder cleaning substance on the floor of the children's bathroom. Given the ages of my children, this was a dangerous condition (of which I took a photo). The next day I spoke with Maidpro who scheduled a second day to finish the work. The second day after the first attempted cleaning, three women came to my home. They disclosed that Maidpro instructed them to leave after an hour. Ultimately, the work was not completed. The floors were not mopped and many surfaces remained dusty. (I was present for the entire cleaning on the first day and my mother-in-law was present for the second day.)

Because Maidpro had my credit card information from the December appointment they attempted to run my credit card; but the card had been reissued since December. Maidpro contacted me for updated credit card information. This was my response (regrettably with a typo in the first sentence) sent by e-mail on 3/25/14:

"Greetings [redacted],

I am appreciate the note. That card was replaced due to the [redacted] debacle.

I will call to provide payment; however, I would like to discuss the amount due. The service was not completed on the first day. So another crew was sent out two days later. I was not present for the cleaning but not much additional was completed. None of the tile floors were mopped and several surfaces had not been dusted.

This is my second effort to use your services. The first time was a cleaning just before a Christmas party. Your company canceled the cleaning the day before; two days before my party. I ended up spending triple the amount to have another provider clean my home.

I was hopeful we could start ongoing services but with two incidents of failed or incomplete service I think it prudent to find a more reliable provider.

Please provide me with the value you place on the services that were provided over that two day period. Consider the inconvenience to my family and the lack of quality and completeness."

I received absolutely no response to this e-mail so I sent another e-mail to them on 4/7/14:

Greetings [redacted],

I have not heard from you since sending this note. However, I see that you have again attempted to charge my discontinued credit card for the $163.00. Is this your response to my inquiry; that you believe full payment is due? The service was not done to my satisfaction and took two days and time off work for your office to "complete".

I would appreciate a response to my inquiry so that we may settle the account."

Today, 4/18/14, I was reviewing my credit card account and see that on 4/4/14 the charge was successfully posted to my account; which explains why Maidpro made no effort to resolve the dispute.

This company did a very poor and incomplete job cleaning my home and did not even respond to my request to discuss the value of the services they did provide.Desired Settlement: Initially I was only seeking a reduction in my bill for the incomplete service, chemicals left where my children could get into them and the hassle of having the service spread over a three day period. However, because I reached out to Maidpro and the company completely ignored my efforts to resolve the dispute and placed an unauthorized charge on my credit card I am requesting a refund.

Business

Response:

[redacted],

I would first like to personally apologize for how you feel about our company. Clearly, you should have been responded to in a better time frame. Unfortunately, [redacted] responded to your emails by calling you. She did leave voicemails, but didn't reply to your email. That was a mistake on her part. As per your first request, we will mail a check for the agreed amount of $69.00 that you had previously agreed to in your email set on 04/18/14 @ 9:27 am. Should you have any further concerns, please feel free to contact me at your convenience.

Sincerely,

Review: On August 19th I contacted this business to see if they could schedule service for an address that they had serviced in the past. I had specific time constraints, and an expectation of the services. I was advised that they would be sending 2 people to the address agreed upon, and that they would be able to complete the services within 3 hours on 08/21/13.

When that date arrived, they not only did not send 2 people, they did not complete the services requested, and were not out in the time frame agreed upon. They further did not contact me for payment, but chose instead to attempt to collect payment through the credit card on the account from prior services.

On that date I had called repeatedly to make payment and also check the progress of the person there and was advised they would call me back. They did not.

Repeated harassing calls to the homeowner were harassing and unapologetic. A voicemail (finally) left for me as the one responsible for actually requesting and arranging the service had increased the rate and were also not in any attempt to apologize nor correct their mistakes.

I paid the erroneous amount so that they would stop harassing the old woman for whom this service was intended to have been a gift to ease her into better recovery from being hospitalized, and has actually made her completely stressed and uncomfortable.Desired Settlement: I expect (by these means, or some other) that they will apologize sincerely, and offer some restitution of funds that were not agreed upon, for services not rendered, and harassment. They ought to be ashamed for how they dropped the ball and made so many mistakes and actually expect to deliver what they promised.

Business

Response:

We are sorry for how upset we've made [redacted]. It was never our intent to cause any emotional distress to either her or her mother. While we did try to our best to accommodate Ms. [redacted]'s wishes, we were unable to do so. We were not able to finish the cleaning by her required time constraints. To show our good faith, we agree to refund the requested amount of $20.00 that she feels she was over charged. [redacted] felt that the price agreed upon was $133.00 and we accept that offer and will mail a check to her Arcadia address.Attached is an email string from our bookkeeper and CEO. The first part of the email shows that we tried to contact Ms [redacted] via email starting on the 23rd of August. We called her as well starting on the 22nd of August to collect, but were unable to reach her. We did email and call several more times after those dates in attempt to handle the bill. When we hadn't heard from [redacted] by the 11th of September, we contacted her mother at the residence where the work had been performed.The top part of the attached email is an apology from our CEO. We again are truly sorry for the inconvenience and distress that Ms [redacted] feels we've caused her. We hope that she feels we've met her requirements for resolution and considers this [redacted]er closed.Sincerely,[redacted]Director of Operations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This company has continually lied to the consumer (in initially establishing the service on Aug 21st to present day) as well as the Revdex.com and [redacted]. The reason that [redacted] and the Revdex.com were utilized was a last ditch hope that they would do the right thing and actually rectify the situation, yet they have made clear that they would rather lie. The calls placed by [redacted] as well as subsequent harassing voice mail messages left on Sept 11th have been saved (recorded ~ with clear permission issued from the requested "supervisor" ([redacted]) that spoke to [redacted] on Sept. 11) and will now be used to further the cause of Ms. [redacted], which is simply to make right what they have done so horribly wrong. In the conversation on the 11th, [redacted] made clear that Maid Pro did "not care as long as payment is made, and we will get paid." Perhaps now (or rather, soon) they can have a perspective that lasts longer than the time it took to get a credit card number and call back to further harass the person that made the payment.Unfortunately what has gotten lost in all of this is that a service was agreed to (2 people for 3 hours) and was never delivered. The subsequent repeated harassment of an elderly woman in very ill health took my focus. The ill conceived attempts by Maid Pro to "save face" by lying and failing to sincerely apologize, let alone offering to actually (simply) honor what Ms. [redacted] stated repeatedly in the conversation with [redacted] on Sept 11 that would make it right, have made it far worse.

Regards,

Business

Response:

The customer wants a full refund which we feel is not justified by the circumstances. To this point we have apologized to the customer for calling her mother instead of the customer. There was no harassment as claimed by the customer. We simply left a message on her mother’s phone as that was a number in our customer record. The message was that the customer’s credit card was declined and would the customer call us so that we could get a valid credit card. Previous to this we left calls for three weeks at multiple phone numbers that were not returned, along with multiple email messages. In addition we made a partial refund for the extra time we were at the home, which the customer has not acknowledged. We performed the service and spent more time than agreed. The agreement was for three cleaning hours – we were at the home for 3.5 hours. When the customer signed up for service we explained that our estimate was for three cleaning hours which translated to 1.5 clock hours if we sent two people. Somehow the customer has confused the amount of time as six cleaning hours, which was never discussed.At this point we consider this matter closed as there does not seem to be a common ground that can be reached.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Once again, this business has failed to communicate with me, and yet somehow thinks posting something here is doing so. Let me address the facts:1) A "full refund" was never set as an expectation. 2)There has been NO apology for calling my mother rather than me, save writing it here.3)The company called my mother REPEATEDLY, and the ONLY time that I received multiple calls was on the 8th of September, when "Matt" called me back to say that MY credit card had been declined. (verified as false by my bank) The initial messages about a declined card were because they were charging the wrong person, and using an expired card. 4) This company has claimed that there was ONE email message. Suddenly now that has become "multiple" email messages... The truth is that there were NONE. I would conceed that perhaps they were using an OLD email address... so perhaps it is (unlike their other excuses) not an outright lie. 5)EXTRA TIME?? The AGREEMENT was (again) for 2 people for 3 hours. Anything beyond that is NOT approved, authorized, or acceptable by the customer. PERIOD. (And if 1 person for 3 hours in a 750 square foot apartment means that the only thing to get cleaned is the bathroom and half of the kitchen without touching the floors in any way; I would suggest going elsewhere based on that fact alone.) 6) The only "confusion" by this customer (who, you will recall, had used this company before and was well aware of how they function and bill) was how an expectation that was very clearly established; 2 people (which is what EVERY previous service was to this address) for 3 hours ONLY, so as to not impact the elderly sick woman returning from the hospital.The absolute disgust and disdain I hold for this business was initially based upon their epic failure in providing the service agreed upon, and the further failure to effectively communicate... the interactions with them regarding this failure escalated into something where they made it clear that as long as they received their payment, they did not care AT ALL. My interactions then became about trying to impress upon them what they had done and how it had impacted my mother as well as myself, and my literally begging them to try to understand, and hoping for a sincere apology. [redacted] (who stated he was the supervisor) is on record saying that he was happy with things as they were, and that no [redacted]er what, they would get paid. I made him aware on September 8th that I would be issuing complaints here and on [redacted] as well as taking any legal action available to me, simply for the principle of the matter, and because their stated goal was simply in receiving their money, rather than doing what is right. I suppose to that end, they have met their every sincerely stated goal.The TRUTH of the matter (as stated to them repeatedly, yet they have not been able to hear it) is that all we wanted was very clearly communicated (I have the recording of the conversation)1) a sincere apology to myself and my mother (which we still have not received, regardless of the lies they have written)2) an explanation for how it is appropriate to bill for services NOT agreed to (somehow this ridiculous $20 "concession" by them also constitutes an apology. The agreed upon amount was what was discussed when scheduling (everyone but the company has picked up on this by now!) 2 people for 3 hours: $135. They billed $153, which they NOW claim is due to them charging for time that exceeded 3 hours... so issuing a "refund" for what you never were authorized is your version of restitution? If there is any confusion that is truly mine, this might be it. Sadly, the reality is that this business has NO interest in being honest nor sincere save their expressed goal of getting my money.)3) an explanation for why the services agreed to were NOT performedSince beginning the complaint process (with them directly, though they actually have no such internal process, which is why this forum was utilized) I have found my initial complaints actually pale in comparison to the egregious lies they continue to tell (apparently to themselves as well as in this forum). The focus shifted entirely from the lack of communication and services, to the absolute defense of what is right and good and could have been so easily rectified. Had this business actually taken ANY of the steps that they claim to have, this situation truly would have been satisfactorily resolved. As it stands, their repeated lies and claims here leave things unaddressed AND in defense of such falsehoods that it is beyond offensive. Simply put, they have made it even worse, and accomplished leaving an even more bitter taste in our mouths.Though I know they have no regard or concern for such facts, I will endeavor to spread the word and find some restitution by any means available rather than letting it simply die. There must be some repercussion for such disregard, disrespect, dishonesty, and insanity. Regards,

Business

Response:

We will not be responding to this complaint any further as there does not seem to be any reconciliation and the customer gets more virulent with her response. This started out as an issue with the customer not paying her bill and somehow we are vilified for trying to collect it. *.*. [redacted]MaidPro North-Phoenix

I had searched for a good cleaning service and this company gave me something more than I expected. Their office is easy to get hold on to and the staff there were very responsive. I also like their pricing. The cleaners I called for were prompt and efficient with work. They are quite experienced with work which is a big plus since there is no need to worry about anything. I am glad I placed my trust and money on a service that gives excellence. This company is what I can highly recommend to my friends.