The Maids

Did not do a good job Was informed of needing good cleaning do to construction in home, did not even do a good job with regular cleaning (dusting, vacumning, etc.) Called to complain within hours, setting up to have them come out the next day when was informed by another occupant of the home that items were stolen out of her purse in the home, check book, ATM card, and a gift card Informed company will be calling authorities and did not want them back in my home Two days later they charged my Credit Card for the whole service of $knowing that they did not finish the job and that items were stolen out of the home by their employees Please to not ever use them

Complaint: [redacted] I am rejecting this response because: she did not say she would refund meThe manager first told us my husband had a criminal record and that's why we didn't get the apartmentThen later I called for the refund she told me the money order has insufficient fundsAnd she was really rude not professional like she said she wasI really want my money back,cause if the money order was not good and it went to a bank they would have called me backNot me calling them weeks later asking for a refund Regards, [redacted]

I received the letter from Pat this morning in regards to the complaint from [redacted] I am not sure where to begin on this situation so the beginning will be the best The field manager and myself did a walk thru of the house on June 23, We made notes that they did not want any chemicals used on the floor just warm water Dry Clean the walls They had recently done some resanding on the floors and a lot of dust on floors and in the house We sent the team out and they cleaned the house and it was signed off by [redacted] When a cus***er signs off, they agree that the house meets their approval and payment will be made When they called with complaints they stated that the daughter's bathroom had not been cleaned, that there was lent around chairs and toilet was not cleaned behind They did sent pictures of stuff that they said wasn't done When I talked to the team leader, stated that they did do the issues that they were complaining about I agreed to send another team, my top notch team leader and her team I scheduled them to go back on June 7th I left voice mails at ***'s phone [redacted] I also sent emails to [redacted] which is the email address his wife had been sending me emails from The email includes my office number and cell phone number that I can be reached on after office hours I did not hear anything and sent the team out When team arrived they were locked out and could not get in to make it right I spoke with [redacted] and it said to forget it or he wanted to talk to the owner Pat and I were in office together when Pat called We have not refused to clean the house and we made the effort to make it right As far as Pat or myself or our staff making up claims that were not true, not so I am OCD and make notes of everything I do in regards to customers, good or bad There are discrepancies in what he is telling In a email we received from the corporate office, he says that his daughter was there when the team left but it was the wife that signed off and the wife that emailed me He also states in the email to corporate that he would like for us to make it right We made the effort to go back and fix it and were locked out Pat didn't refuse as the complaint states We had sent a team and tried to make arrangements to send again but without confirmation, I wasn't going to send a team again When we send a team and they can't get in to a home, we still have to pay them for their time I have been in the position of Operations Manager since being hired in April I have only had to deal with a customer like this twice in months We currently have close to customers and if complaints are all I have had, I don't feel we deserve an "F" rating with the Revdex.com When we have complaints, I discuss the issues with the Team Leader of whichever team went out and then we address them and send another team to make it right This has worked in the past I hope that I have covered the issues in the letter If you need any further information from me, please let me know -- Janet [redacted] Operations Manager The Maids of West Central Indiana S US Hwy Greencastle IN Office - 877-505-Cell - [redacted]

February 26, 2015To Whom It May Concern, I am writing to respond to the issues sent in by our customer as outlined in ID# [redacted] I hope you will find the following information helpfulThe Maids were hired to come to [redacted] ’s home on 12/1/to perform a deep cleaning of the homeWe originally spoke with [redacted] on 11/11/She was given a detailed description of the services that would be provided, as well as the cost for the cleaning, which would be based on an hourly rate of $170/hr for a team of four (4) peopleWe estimated that the team would spend 1.5–hours cleaning her home and that any fraction of the hour would be rounded to the nearest five minute incrementThe Maids' team performed the cleaning service on 12/1/and spent 1:cleaning the homeAs [redacted] was not at home, the Team Leader, Rita, asked [redacted] if he would like to take a look around the home to make sure everything was done to his liking, which he did.After placing a follcall to The [redacted] , [redacted] stated she was very happy with the cleaning and would like to sa monthly serviceShe requested Team 2, led by Rita, and was advised that we would do our very best to send that team but that it is not always possible due to employees being out of work for various reasons [redacted] was also advised that her cost would be a flat price of $per visit for maintenance service on a monthly basisAt the next scheduled visit The Maids team arrived at the home at 1:10pmThe team proceeded to clean the home to the best of their ability, despite there being a substantial amount of “clutter.” When the team finished the cleaning, the Team Leader again asked [redacted] if he would like to inspect the work that the team had doneHe agreed and proceeded to check the workHe also presented the Team Leader with a coupon that his wife had left for the teamWhile [redacted] was checking the work the team had done, the Team Leader called in to the office to advise that a coupon had been leftThe office deducted the amount of the coupon and gave the team a revised price reflecting the coupon deductionAfter revising the price, the Team Leader gave [redacted] the revised receipt and they left the home [redacted] had finished checking the work done in the home and was fully aware that the team was leavingThe next day [redacted] called and stated that she was not completely satisfied with the job that was done and wanted a full refund of the cost of the serviceCylina, the Office Manager, apologized for the inconvenience and informed [redacted] that The Maids guarantee their work and would be happy to Send a team to her home to re-clean the areas that she was not totally satisfied with [redacted] became very upset at this and told Cylina she didn't want anyone back and would only accept a full refund of the costCylina again apologized to [redacted] , but told her that was not possibleShe indicated that her schedule was very tight due to work and appointments, however, we offered several possible dates to have someone return to fix the areas that she was unhappy with.Unfortunately, at that stage we were unable to work out a resolution with [redacted] because she was not receptive to any other solution besides a full refundWe feel that we made every effort to resolve this matter directly [redacted] would not accept anything less than a full refund and we feel that is not a reasonable requestSincerely, Eric U

[redacted] *called to inquire about a cleaning from The Maids for his empty unit apartment and carpeted areas @ [redacted] in Yarmouth, MaineHe was told that The Maids would send to him a team of cleaning professionals who bring all of their own equipment and suppliesHe was then told that the first time we work in a home we work at an hourly rate, and that rate is $188,per hour for a four person teamThe Maids told [redacted] *that we anticipated the clean to take between to hours, [redacted] *booked the cleaning for June 28, [redacted] called him the day before to confirm the clean and to say that the team would arrive around 1:p.m- give or take a little bit either way.On June the 28th, ***called at 1:20p.mto ask when the team might be arrivingHe said he was concerned because he had an appointment for his car @ 2:00p.m [redacted] told ***she would contact the team and phone him right backWhen [redacted] contacted the team they said they were having trouble finding the home, and [redacted] suggested calling [redacted] *, directly for directionsA clerical error sent us to Bath, and his home was in Yarmouth [redacted] phoned [redacted] *back to give him an updated arrival time and he said he was leaving for his car appointment and that his home was open and the lights were on .The team arrived at Juniper Lane in Yarmouth 06/28/@ 2:10p.m [redacted] *arrived shortly thereafter, delivered some instructions and leftThe team of four cleaning professionals cleaned the home from 2:10p.muntil 3:50p.m-the total monetary charge being $(minutes x peoplex.783- which is the price per minute.)***called The Maid's office @ 8:a.mon 06/29/He questioned the final price of his clean as he said he was quoted an hourly rate of $88,for a team of four clearing professionals [redacted] told him that was simply not correctHe then questioned the carpet pricing and [redacted] told him she would check with her husband, who had done the carpet cleaning, and would call him back shortly with details [redacted] asked [redacted] *if she could call him at the number he was calling from and he said no as that was his work numberThe work number registered as [redacted] located on [redacted] in [redacted] , Maine, ***gave [redacted] his cell phone number to callAt 8:a.mon 06/29/ [redacted] *.'s husband called The Maid's office from [redacted] *'s cell phone to say he was a lawyer and that he was a witness to the fact that I said the cleaning would be done at an hourly rate of $He said the phone call was recorded (which we were never informed of) and then said my original phone conversation with ***was on speaker phone and he had been present to witness the hourly rate quoted [redacted] *.'s husband then said because we were late, [redacted] *lost time from workHe said [redacted] *, earned $per hour as a nurse practitioner and that they should be compensated for lost wages [redacted] *'s husband told [redacted] that he would take us to small claims court for compensation.On 06/29/@1:p.m [redacted] *.'s husband called to say that there were areas of the cleaning that were not done well and that we damaged his blindsWe asked to be sent photos via email of the areas not done well and the damage [redacted] *.'s husband said he would send said photos [redacted] told him we would be happy to come back on 06/30/to re clean the areas of concern and [redacted] *.'s husband said that he has already done the re-cleanIn terms of the damaged blinds, [redacted] told him to send us the part number and we would replace them [redacted] *.'s husband stated that he would not take The Maids to small claims court but would let the Revdex.com handle the matter going forwardHe also stated that he was going to send a notarized letter saying that he was representing [redacted] in this matterAs of 06/30/we have not received documentation of damage or neglected cleaning areasThe issue remains the priceAt no point have we ever worked at $per hourIt is unfortunate that [redacted] *misunderstood the hourly rateHe remains the first person in our years of doing business that claims we misrepresented the hourly rate.Thank you, [redacted] ***

Revdex.com: 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 I will follow up tomorrowI wrote a response and it took me about minutes because of family and other reasons of preparing an accurate responseWhen I submitted it it came up with an error window without an explanation Regards, [redacted] ***

I received the letter this morning in regards to the [redacted] complaint I have addressed the issues with [redacted] since her clean plus it was addressed by our social media person as she put a complaint on Google and one other website I did tell her that walls and baseboards get a "dry" clean because we do not "wash walls" I addressed the windows, floors, bathrooms and etc on her original quote As far as the scheduled time, I explained to her that we have a hour window That means the team can be up to hours early or hours late This allows for any cancellations or any issues that may arise at a prior clean Her scheduled time was 2:p.m., and with the window they could be as late as before a call needed to be made by the Team Leader I spoke with her at and let her know that I had just left the team on another job and they were looking at being at her house around 4: They had some problems with the house and major rust issues in the showers Again, still in the window The team arrived at and the Team Leader had called her to let her know they were at the house I have addressed the issue of the house smelling of cigarette smoke with her The team of that I sent to her house are ALL NON SMOKERS When I talked to the Team Leader and the team members, they told me that the house did smell of smoke to them When they started doing the cleaning with the neutral cleaner, brown stuff run down cabinets With that being said, I would say that the prior tenant was a smoker and I can't help if it smelled, it was not anything caused by my employees I also checked the notes from this clean that were written by the Team Leader This is something new we have started in the last few weeks With that we note any concerns our team has and who does what job in the house According to her notes, there was a lawn mower in front of the basement stairs, a toilet and sink sitting in the dining room, 1/bathroom was tore up (as in remodeling), and water build up in the bathtub She did send pictures but I have a really hard time with the pictures The way she said in her complaint and with the pictures, it is like the team did absolutely NOTHING I am having a hard time believing that they did nothing Two of the team members have ocd tenancies and that is why they make excellent employees I looked back through my notes and email that was sent to her at [redacted] @gmail.com I did offer an apology As matter of fact, in an email she did think all I wanted to address was the smell of the smoke I apologized for that and stated that it was just hard for me to understand because of being a non-smoking team I did apologize for her disappointment in the clean I addressed her issues with walls and etcby explaining again as to what was discussed when we talked the first time and did the quote I also reminded her of the window time Pat and I discussed the issue of her wanting a "full refund." We sent a team and offered to send another team to address the issues and make things right We had to pay the team consisting of members and also used our supplies and they did not get in until after p.m that evening She was the last clean of the day She wanted everything addressed by July 20th and they were as far as the emails and phone calls She had stated if we didn't address them, she would contact an attorney We now received the letter from you I have just recently been hired by The Maids in April In that time, I have only had complaints to this magnitude and we have approximately customers that are regular maid service If you need any further information from me in regards to this matter, please let me know -- Janet E [redacted] Operations Manager The Maids of West Central Indiana S US Hwy Greencastle IN Office - 877-505-Cell - [redacted]

The main issue was the customer had bed bugsWe went to clean on 9/16/and the team was in the home for roughly min until they saw bed bugs in the master bedroomWe were aware that Ms*** had previously had bed bugs, but she had stated that they were gone because the home had been
sprayed multiple timesWe told her to have the company come back and spray then we could come back in and cleanShe called a couple of weeks later and we re-scheduled the cleanShe assured us that there was no longer any bed bugsWe went back in to clean on 9/30/The team was there for 1/hrs cleaning and saw more bedbugs crawling up the wall in the bedroomWe did not even charge for the full amount of time that they were there only the time spent cleaningThe team leader showed her the bugs once again and explained to her that we could not finish the cleaningThe team leader also spoke with the pest company for Ms*** to help her outA few days later we received a call from Ms *** that she was not satisfied with the cleanEven though she was the day of the clean and understood why we couldn't finishAll calls to her were responded to promptlyTasha- the office manager wanted to make her happy and help her anyway possibleShe asked Ms.*** what seemed fair to her to pay and she kept saying she didn't knowMs*** repeatedly stated how much money she has had to spend on the treatmentsWe agreed on $which was 1/of the totalShe said that she didnt have the money to pay right now and wouldnt have it until next month

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I
have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I do apologize for not responding sooner; I had the corporate office double check the bank transactions to make sure the money order was returned insufficient. I have spoken to Ms*** *** several times regarding the money order. Unfortunately, the money order was returned to us from
our bank as insufficient funds due to maker. I showed MsJohnson the notice from the bank, and advised her to start and investigation with the money order company. It was a small fee to get it done. She called the company, and the automated response said the money order was cashed… However we need proof that the money order was cashed by Three Fountains. I told her that if for some crazy reason the bank returned the money order in error we would reimburse her for the investigation fee and the actual refund we were originally going to give back to her as a courtesy. FYI- I agreed to give her a refund even though the application states it is non-refundable… I have remained professional and have been very informative, she stated that I was rude because I can’t give her money back that we never received.Thank you,*** ***Community ManagerThree Fountains Apartments***@***.com***-***-***-***-*** (fax)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.the photos say all that needs to be said about this issue and no one from the maids ever contacted me after my email and photos were reviewed with 'Pat' so I take issue with them saying all my issues have been addressedI don't have the time to go back and forth so many times with Janet via email to address what should be a simple issue especially after seeing the photosIt was clear I wasn't getting through to Janet via email even after I sent the photos so I decided to not engage with her after my email with photos...I was waiting to hear back once the photos were reviewed with management on July 20th but no one ever got back in touch with me....no further action is needed I just thought the Revdex.com should know how poorly one of their member companies was servicing customers.
Regards,
*** ***

It is possible that the team leader misinformed her about the cleaning, but she was highly upset when she saw the live bed bugsThis situation put our company in great jeopardy to infect other homesIt also cost our company money and time dealing with the situationWe went to the home to clean times and was assured both times from the customer that the problem was solved, only to find that it wasntTo our knowledge , the customer made the initial contact to the pest company and gave permission for the team leader to speak to them in regards to where the bed bugs were located in the homeWe have already greatly discounted the final bill to settle the issue before this report was even madeIm not exactly sure what the customer wants done from hereShe has already agreed to the final price that we had discussedAlso, as of yet we have yet to receive any payment

Complaint: [redacted]
I am rejecting this response because: she did not say she would refund me. The manager first told us my husband had a criminal record and that's why we didn't get the apartment. Then later I called for the refund she told me the money order has insufficient funds. And she was really rude not professional like she said  she was. I really want my money back,cause if the money order was not good and it went to a bank they would have called me back. Not me calling them 3 weeks later asking for a refund.
Regards,
[redacted]

RE: ID[redacted]Ms. [redacted] (unit #[redacted])The move out charges that Ms. [redacted] is claiming to owe is inaccurate. The original amount billed to Ms. [redacted] was $246.12; however she has since been sent to Phoenix Recovery Collection Agency onApril 7, 2017. She is now being billed the original amount...

of $246.12 in addition to a 50% collection fee.Damage to vinyl was not charged to Ms. [redacted] as it was noted on her MI condition form. Total due including collection fee is $369.18; the charges will remain as follows:$100 Sec deposit-$220.00 Replace carpet due to normal wear & tear (pet damage)-10.00 Replace 2 drip pans-30.00 Light clean-44.41 Utilities 9/1-10/2/16-41.71 Final utilities 10/3-10/31/16Total due: $246.12 (plus collection fee)Ms. [redacted] did have an unauthorized (breed restricted) pet. Per the TAA Lease Contract a lease violation notice must be placed on the inside of the door or hand delivered to anyone over the age of 16 (notice for unauthorized pet). I approached the door; knocked several times and was not able to gain entrance due to the deadbolt being secured. I contacted Ms. [redacted] via phone to discuss situation; at that point she became irate and threatened that anyone who came to her door unannounced would be shot with her personal gun. I advised Ms. [redacted] that she would have to vacate on her lease end date(11/30/2016) which she agreed. A couple of weeks later my maintenance personnel had a scare with Ms_ [redacted]; as she was entering the gate she accelerated her gas going towards him and his son almost hitting them with her vehicle in retaliation of him notifying me of the unauthorized pet. I then told her that she would have to vacate no later than 10/31/2016. I agree to release her from her lease with no lease break penalties. Please feel free to contact me via email at [redacted]@[redacted].com  should you have any further questions.Respectfully Submitted,[redacted] Community Manager

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
When I called to obtain a quote from The Maids regarding cleaning, I was told $88/hour. I remember this quite clearly as I thought the rate was outrageous as it was because I thought it was per person per hour. When I clarified, I said "Is that 88/hour per person or for all 4?" [redacted] replied "No, that's $88 per hour for all four." If I had misheard, why did she not correct me? I would never had hired them had I know it was $188 an hour for four people for cleaning. That rate is outrageous and I have never, ever paid that much to have my homes cleaned in Maine or Chicago. I was told the cleaning should take at most an hour as it was only a 1 bedroom with no furniture remaining in it, and the square footage is quite small. Additionally, I was told I would be given a quote before they performed services and I never was. [redacted] called the day before to confirm the cleaning, except while I was on the phone with them taking down notes during the call, I had written down 12PM. When they called the day before, they said 1PM was when they were scheduled and said I must have had it wrong, except I called to book my appointment for my car's recall right after I got off the phone from booking the appointment and I had written down 12PM.  She also misrepresents the calls that happened on 6/28/16. I called at 1:04PM asking where they were, as my appointment had been for 1PM per the change that happened the day before. She good naturedly said that it's more "around" 1PM than the exact time. I could completely understand this had they given a call telling me they were going to be late, but nobody ever called me beforehand saying they were running late. Then I got a call from [redacted] at 1:07PM saying she called the cleaners and they didn't answer her, but she left a message and was waiting to hear back from them. At 1:14, [redacted] called me back and said they were 15 minutes away. At 1:33PM, I received a call from one of the cleaner's cell phones saying they were lost trying to find my apartment and said they were in Bath. I confirmed during the initial set up of the appointment and the day before that the apartment was in Yarmouth, not Bath, which is about 30 minutes away. A "clerical" error would be mistaking Yarmouth and putting down Falmouth. Bath sounds nowhere near like Yarmouth. I then called [redacted] at 1:35PM to inform her they were in Bath and had gone to the wrong address. At 2:04PM, I called the cell phone that had called me, and they said they were 5 minutes away and they finally pulled into the parking lot at 2:10PM. "Give or take a little bit either way" to me, means 5-10 minutes. I was there 30 minutes early and kept waiting an hour and ten minutes past my scheduled appointment, and 2 hours and 10 minutes past when my initial appointment was supposed to be. I did not arrive "shortly thereafter," I had been waiting in my car for them to arrive from the get go. Additionally, I was informed the next day that her husband, a co-owner, was supposedly in one of the vans that arrived yet he made no display of saying he was sorry on behalf of the business, and the girls that were with them were giggling and laughing and showed little remorse for wasting my time and were on the whole incredibly unprofessional.  The apartment is a one bedroom apartment and had no furniture. The only rooms that needed any cleaning were the bathroom and kitchen, which I told [redacted] when I booked the appointment. The rest was only carpets needing to be cleaned. I fail to see how it took four people 100 minutes to clean a small kitchen and bathroom, when other cleaning people working alone were able to do it in 30-40 minutes (and do a much better job). The fridge and freezer were left completely uncleaned and the sliding glass doors in the apartment were left with finger smudges all over them. Not only did they not call and give me a quote which I had asked for before they cleaned, but then they charged me a rate $100 more an hour than I was initially quoted. Add on to the fact that [redacted] never did get back to me about the charges for the carpet cleaning that she said she'd get from her husband. The location she lists for my work address is correct, but I fail to see why listing it in their response was necessary. The number I gave [redacted] to call back on was my husband's cell phone because I was at work. The number she called me to confirm the appointment was my cell phone number and is completely different. I was never called with a quote of what the charges would ultimately be. I never signed a contract agreeing to any prices because had I seen them in writing, I would have hired someone else as that is way too expensive for a one bedroom apartment. The Maids ultimately charged $573.00- $313 for the cleaning, and $260 for the carpets. $573 for a one bedroom apartment without any furniture is not just exorbitant, it borders on preposterous and financial exploitation. [redacted] said they charge this much because they need to remain "competitive" yet economics would suggest you charge less than your competitors, not 4 times the amount, if you want to remain competitive. I find it hard to believe they have "never" had complaints like this over the years, as their [redacted] page is littered with horrid reviews, that had I seen them beforehand, I would not have hired them. Numerous people have commented saying they were given poor customer service or completely misled, so this is not a solo occurrence for The Maids, I am merely the first to bring it forward. I feel lied to, manipulated, and taken advantage of. I have never, ever complained about any business to the Revdex.com or to [redacted] or anywhere else for that matter, and have used 10+ cleaning companies over the years, all of which I have never had a problem with. They also all called to give me a quote before cleaning anything or performing services. I never signed any contract agreeing to these fees, nor did I sign any receipt or payment slip authorizing these ludicrous charges. Not only that, but they didn't feel it necessary to even apologize for being late and wasting my time, causing me to have to reschedule other appointments, or offer remuneration for being late. They did offer to come back and clean, however, I had already moved out of the apartment and the apartment was no longer in my possession when they offered to reclean it.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. They offered NO resolution. They are incorrect in many points. The facts are that they did not clean the house anywhere near the promises they make in their literature. For instance the not using chemicals on the floor has nothing to do with the fact that there were large areas where they had not even swept the floor. We have pictures taken less than an hour after they left that show this. It does not explain why one bathtub was never cleaned and the other and a shower were still left more dirty than clean. As to their return, this "OCD" manager NEVER confirmed the time for the return visit. We were not there. Had she made contact and received a response she would have known not to send the team at that time. Just because she sent an e-mail with a time that we never confirmed does not excuse them from honoring their promise. Bottom line. I have on three occasions, with them directly, through their franchise corporate office and through Revdex.com to resolve this matter. It is very simple, Come back at a confirmed time and honor your guarantee to make it right. They will be paid for completing the work and all will be well. Their refusal to have the integrity to do the right thing and their almost obsessive need to be 'right' rather than give good cus[redacted]er service is what is preventing resolution.
Regards,
[redacted]

Revdex.com:
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.
  
If you look at his story you'll see inconsistencies such as he says that on the 18th he was sending out a team to clean but then the next paragraph he says the 21st. He also says they came to me for a walk through. It was I who came to them as they were about to leave. He says they cleaned up things I complained about before leaving. They only tried to do the baseboards that were stains from splash from the tile sealer. They couldn't clean it. I later talked to the previous owner and found out it was the sealer. His statement that these stains were cleaned is not true. I told him what it was when he came to look at the dirt left behind. He agreed the work in general was sub-par and that is why he agreed to return to clean again. He also failed to state the fact that I asked and he agreed that I needed to talk to my wife before a new team came to visit. It was when I called him to say she didn't want to have another team come in since we had begun to move in and she was cleaning what they failed to do already. He then agreed to the partial refund. The problem came when ten days later I called him to find out about my refund when he began an argument about not wanting to refund any money at all because I refused to let them come back in. I explained to him again and as I was trying to communicate to him he kept arguing over me as I was talking. I then told him because of his attitude and lack of the quality of service I had paid for I wanted a full refund. He told me he was not going to refund anything so I concluded the phone call. 
   To this day I have never received nor have I signed a contract. I've never received a credit card recept nor have I received a refund.
Regards,
[redacted]

February 26, 2015To Whom It May Concern,
I am writing to respond to the issues sent in by our customer as outlined in ID# [redacted]. I hope you will find the following information helpful.
The Maids were hired to come to [redacted]’s home on 12/1/14 to perform a deep...

cleaning of the home. We originally spoke with [redacted] on 11/11/14. She was given a detailed description of the services that would be provided, as well as the cost for the cleaning, which would be based on an hourly rate of $170/hr for a team of four (4) people. We estimated that the team would spend 1.5–2 hours cleaning her home and that any fraction of the hour would be rounded to the nearest five minute increment. The Maids' team performed the cleaning service on 12/1/14 and spent 1:25 cleaning the home. As [redacted] was not at home, the Team Leader, Rita, asked [redacted] if he would like to take a look around the home to make sure everything was done to his liking, which he did.After placing a follow-up call to The [redacted] stated she was very happy with the cleaning and would like to set-up a monthly service. She requested Team 2, led by Rita, and was advised that we would do our very best to send that team but that it is not always possible due to employees being out of work for various reasons. [redacted] was also advised that her cost would be a flat price of $200 per visit for maintenance service on a monthly basis.
At the next scheduled visit The Maids team arrived at the home at 1:10pm. The team proceeded to clean the home to the best of their ability, despite there being a substantial amount of “clutter.” When the team finished the cleaning, the Team Leader again asked [redacted] if he would like to inspect the work that the team had done. He agreed and proceeded to check the work. He also presented the Team Leader with a coupon that his wife had left for the team. While [redacted] was checking the work the team had done, the Team Leader called in to the office to advise that a coupon had been left. The office deducted the amount of the coupon and gave the team a revised price reflecting the coupon deduction. After revising the price, the Team Leader gave [redacted] the revised receipt and they left the home. [redacted] had finished checking the work done in the home and was fully aware that the team was leaving.
The next day [redacted] called and stated that she was not completely satisfied with the job that was done and wanted a full refund of the cost of the service. Cylina, the Office Manager, apologized for the inconvenience and informed [redacted] that The Maids guarantee their work and would be happy to Send a team to her home to re-clean the areas that she was not totally satisfied with. [redacted] became very upset at this and told Cylina she didn't want anyone back and would only accept a full refund of the cost. Cylina again apologized to [redacted], but told her that was not possible. She indicated that her schedule was very tight due to work and appointments, however, we offered several possible dates to have someone return to fix the areas that she was unhappy with.Unfortunately, at that stage we were unable to work out a resolution with [redacted] because she was not receptive to any other solution besides a full refund. We feel that we made every effort to resolve this matter directly. [redacted] would not accept anything less than a full refund and we feel that is not a reasonable request.
Sincerely,
Eric U

This customer received monthly services form us.  As standard procedure with all of our customers, we always secure a debit or credit card on file prior to providing services to the home to provide additional payment options.  We don't usually charge until after the clean is completed...

allowing our customers to pay with check or cash if preferred.  On 09/05/17, we completed a service for this customer that totaled $[redacted].  This customer signed the check for payment for this clean to The Maids.  After depositing her check, we received written notice around 2 weeks later that it was returned due to insufficient funds.  We called this customer for follow up and she instructed we could deposit again when funds available on Friday 10/17/17.10/03/17, we completed this customers next regularly scheduled monthly clean.  Her sister, who also has the exact last name as this customer, also called to schedule a cleaning as she was so impressed with our quality.  Upon payment of the sisters clean, the office accidentally charged this customers card. We spoke to this customer, apologized, and immediately voided the transaction. The Maids credited her account an extra $** to cover any fees she may have incurred, no questions asked.  Due to this confusion, we also gave an extra 2 weeks grace time on re-depositing the returned check per customers request.  The office spoke to this customer again on Thursday 10/16/17, to confirm the funds were available for deposit.  She agreed the funds were there, and the check was sent to the bank on 10/17/17. The funds were not available as agreed upon.  This resulted in another returned check for insufficient funds and The Maids was charged $** of bank fees again.  We attempted to contact the customer on numerous occasions after the second returned check, without success.After numerous voicemails in regards to her balance, and no returned call, The Maids resulted to her secondary authorized form of payment secured on file.  The Maids attempted to collect funds due via debit card on 10/31/17 for the full amount owed of $[redacted], it was declined. The Maids then tried for $[redacted], which was approved.  Within a few hours, this customer called The Maids and spoke to a rep.  The customer sounded angry and immediately asked for a supervisor.  When transferred to the Office manager, this customer did not agree with her account being charged.  The office manager explained she authorized payment with her signed check and when the rep called to confirm. After 2 returned checks and numerous attempts to resolve her account after more than 3 months, we opted to process her debit card on file.  She demanded to speak with the owners.  The office manager explained the owners are not always available and it was hard to give her an exact time for a call back but would be sure they gave her a call when available.  The owner attempted to call the next day and did not get an answer.As of today, customers account balance remains at $[redacted].  We have done all we can to accommodate her needs and make payment arrangements as easy as possible for her.  If she can please contact us directly to discuss how to proceed with clearing her balance.

I received the letter from Pat this morning in regards to the complaint from [redacted].    I am not sure where to begin on this situation so the beginning will be the best.  The field manager and myself did a walk thru of the house on June 23, 2016.  We made notes that they...

did not want any chemicals used on the floor just warm water.  Dry Clean the walls.  They had recently done some resanding on the floors and a lot of dust on floors and in the house.    We sent the team out and they cleaned the house and it was signed off by [redacted].  When a cus[redacted]er signs off, they agree that the house meets their approval and payment will be made.  When they called with complaints they stated that the daughter's bathroom had not been cleaned, that there was lent around chairs and toilet was not cleaned behind.  They did sent pictures of stuff that they said wasn't done.  When I talked to the team leader, stated that they did do the issues that they were complaining about.    I agreed to send another team, my top notch team leader and her team.  I scheduled them to go back on June 7th.  I left voice mails at [redacted]'s phone [redacted].  I also sent emails to [redacted] which is the email address his wife had been sending me emails from.  The email includes my office number and cell phone number that I can be reached on after office hours.  I did not hear anything and sent the team out.  When team arrived they were locked out and could not get in to make it right.  I spoke with [redacted] and it said to forget it or he wanted to talk to the owner.  Pat and I were in office together when Pat called.  We have not refused to clean the house and we made the effort to make it right.    As far as Pat or myself or our staff making up claims that were not true, not so.  I am OCD and make notes of everything I do in regards to customers, good or bad.  There are discrepancies in what he is telling.  In a email we received from the corporate office, he says that his daughter was there when the team left but it was the wife that signed off and the wife that emailed me.  He also states in the email to corporate that he would like for us to make it right.  We made the effort to go back and fix it and were locked out.  Pat didn't refuse as the complaint states.  We had sent a team and tried to make arrangements to send again but without confirmation, I wasn't going to send a team again.  When we send a team and they can't get in to a home, we still have to pay them for their time.    I have been in the position of Operations Manager since being hired in April.  I have only had to deal with a customer like this twice in 5 months.  We currently have close to 100 customers and if 2 complaints are all I have had, I don't feel we deserve an "F" rating with the Revdex.com.  When we have complaints, I discuss the issues with the Team Leader of whichever team went out and then we address them and send another team to make it right.  This has worked in the past.    I hope that I have covered the issues in the letter.  If you need any further information from me, please let me know.  -- Janet [redacted] Operations Manager The Maids of West Central Indiana 3197 S US Hwy 231 Greencastle IN 46135 Office - 877-505-8906 Cell - [redacted]