The Maids

Complaint Information:
...



The Maids strive to satisfy our customers. Unfortunately Ms [redacted] was not satisfied with our work as we could not complete the job in the abbreviated time that she gave us. Ms [redacted] only wanted 1 1/2 hours of cleaning. The Maids explained when she booked the cleaning that we would do the best that we could given the amount of time that she wanted to pay for. We could not guaranty that the work could be completed in that amount of time as we did not see the job prior to her booking it. This job was booked as same day service. When they arrived The Maids were given the additional instruction to clean the windows and floors, not as a priority, but as an additional request. The home was not in good shape. Near the end of the 1 1/2 hours, we called Ms [redacted] to ask for more time to complete the work because she then wanted her floors and windows cleaned too while we were at the house. The Maids told Ms [redacted] that it would take approximately 45 more minutes to complete the additional work. Ms [redacted] said no. The Maids could not complete the task without the additional time. She told us to just finish what we could for the time she paid for. The Maids does guaranty the quality of our work, but we do not guaranty work that we did not do. In the matter of customer satisfaction, The Maids offered and Ms [redacted] accepted a $50 refund. The refund was credited to her credit card promptly.

The Maids came to my home and proceeded to break a couple of items during the cleaning and then denied it. I questioned them but nothing was ever done about it.

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 4 hour window.  That means the team can be up to 2 hours early or 2 hours late.  This allows for any cancellations or any issues that may arise at a prior clean.   Her scheduled time was 2:00 p.m., and with the window they could be as late as 4 before a call needed to be made by the Team Leader.  I spoke with her at 3 and let her know that I had just left the team on another job and they were looking at being at her house around 4:15.  They had some problems with the house and major rust issues in the showers.  Again, still in the window.  The team arrived at 4 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 3 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, 1/2 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 etc. by 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 3 members and also used our supplies and they did not get in until after 6 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 2 complaints to this magnitude and we have approximately 100 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 3197 S US Hwy 231 Greencastle IN 46135 Office - 877-505-8906 Cell - [redacted]

Per phone conversation with Jennifer:Company contacted the consumer, and returned to home for free cleaning on 6/28.

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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]First of all they did not respond to my calls until after I called several times and several days had passed.  There were no bed bugs crawling up the walls, they found 2 bugs behind a dresser in the spare bedroom.  They called me and I went down there and they said they had finished the entire master bedroom (where there were no bed bugs found, this is not true since there was still dust and debris throughout the room).  While I do understand if bugs were found in the spare room they could not complete that room however my problem is/was that they said they had completed the master bedroom and bath which was not done since I had to spend 5 hours myself completing their work.  In regards to them calling the pest company on my behalf I do not believe that this was done since they could not discuss my issue with anyone other than myself due to privacy laws. 
Regards,
[redacted]

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 24 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 $523.70 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.

On July 16th 2014,
Mr. [redacted] received service from The Maids San Diego. The team spent 1.5
hours at his home and he was charged $238.50 for the service. The charge
reflects the quote...

he originally received of $159 per hour for the 4 member
team.  As part of the process, we do a final walk through with
the customer, we did the walk through with Mr. [redacted] and there were some areas
he pointed out and were corrected on the spot.   
On July 17th 2014,  [redacted] received a call from Mr. [redacted] and during this call he mentioned there
were some areas that were not cleaned to his satisfaction and needed to  be
re-cleaned I agreed to visit Mr. [redacted] at his home to inspect the service and
if needed take corrective action. I visited Mr. [redacted]’s home and he was
requesting to have the window sliding tracks, the drawer under the stove ( the
stove and oven were cleaned) and a makeup stain inside a bathroom drawer that I
showed him  that could not be removed. Mr. [redacted] also pointed out some
baseboards that were damaged by previous tenants or owners due to lack of care
to wooden floor. During this visit we agreed to send the team back the on
Monday July 21st  to correct these items as part of our guarantee and this
would be done at no charge to Mr. [redacted].
On July 18th 2014,
the team was already scheduled to go back to Mr. [redacted] home. We received a
call from Mr. [redacted] canceling the reclean visit at no charge. He added
that the team didnt seem to be there for the full 1.5 hours. He also mentioned
that during the walk through with the team leader on July 16th,
there were items that wanted recleaned, these areas were corrected on the spot
in front of him but he was still not satisfied. He mentioned his wife did not
want the team back and would like to receive a reimbursement of ½ hour of
service. I agreed to reimburse $79.50 to his credit card. 
On July 29th 2014,
I received a call from Mr. [redacted] in which he mentioned he had not seen the
credit on his account.  At this point Mr.
Crago mentioned he wanted to get all his money back. I mentioned that we had
agreed to $79.50 and reminded Mr. [redacted] that we did not get the opportunity to
execute our guaranteed and told him the money had been refunded already. He
said he did not want to discuss it further and that if I didn’t reimburse all
of his money back he would submit a complaint to the Revdex.com and dispute the full
amount of the service. 
We believe we lived to
our promise. We did a walk through with the customer on the day of the service,
then we had a field manager come back to Mr. [redacted]s house. We were ready to
send the team for a reclean at no charge. 
We believe we had lived to our promise if a customer is not happy we
come back and reclean at no cost. We had refunded what Mr. [redacted] and the Field
Manager agreed. We have done our part in a timely matter, professionally, courteously
and politely.

[redacted]. called to inquire about a cleaning from The Maids for his empty unit apartment and carpeted areas @ [redacted] in Yarmouth, Maine. He was told that The Maids would send to him a team of 4 cleaning professionals who bring all of their own equipment and supplies. He was then told that the...

first time we work in a home we work at an hourly rate, and that rate is $188,00 per hour for a four person team. The Maids told [redacted]. that we anticipated the clean to take between 1 to 2 hours, [redacted]. booked the cleaning for June 28, 2016. [redacted] called him the day before to confirm the clean and to say that the team would arrive around 1:00 p.m. - give or take a little bit either way.On June the 28th, [redacted]. called at 1:20p.m. to ask when the team might be arriving. He said he was concerned because he had an appointment for his car @ 2:00p.m. [redacted] told [redacted]. she would contact the team and phone him right back. When [redacted] contacted the team they said they were having trouble finding the home, and [redacted] suggested calling [redacted], directly for directions. A 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 2 Juniper Lane in Yarmouth 06 06/28/16 @ 2:10p.m. [redacted]. arrived shortly thereafter, delivered some instructions and left. The team of four cleaning professionals cleaned the home from 2:10p.m. until 3:50p.m. -the total monetary charge being $313.00 (100 minutes x 4 peoplex.783- which is the price per minute.)[redacted]. called The Maid's office @ 8:05 a.m. on 06/29/15. He questioned the final price of his clean as he said he was quoted an hourly rate of $88,00 for a team of four clearing professionals. [redacted] told him that was simply not correct. He 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 number. The work number registered as [redacted] located on [redacted] in [redacted], Maine, [redacted]. gave [redacted] his cell phone number to call. At 8:44 a.m. on 06/29/16 [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 $88.00. He said the phone call was recorded (which we were never informed of) and then said my original phone conversation with [redacted]. 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 work. He said [redacted], earned $60.00 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 06/29/16 @1:05 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 blinds. We 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 06/30/16 to re clean the areas of concern and [redacted].'s husband said that he has already done the re-clean. In 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 forward. He also stated that he was going to send a notarized letter saying that he was representing [redacted] in this matter. As of 06/30/16 we have not received documentation of damage or neglected cleaning areas. The issue remains the price. At no point have we ever worked at $88.00 per hour. It is unfortunate that [redacted]. misunderstood the hourly rate. He remains the first person in our 19 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 tomorrow. I wrote a response and it took me about 20 minutes because of family and other reasons of preparing an accurate response. When I submitted it it came up with an error window without an explanation.
Regards,
[redacted]

Review: I agreed to $159 an hour for a through house cleaning. I just purchased the house and it was vacant but dirty. There were 2 dogs living here but were cared for, only hair left behind. The oven, kitchen, windows and the Master bathroom were all dirty but just everyday build up. The living room, kitchen, hallways are either tile or hardwood. They needed sweeping as did the Master bedroom and a quick wipe down. The two other bedrooms and extra bath needed only the window in each room cleaned. Four maids showed up at 10 AM and were at work after I showed them the house, about 10 minutes. They seemed busy and I was too on the phone and taking care of my 2 yo daughter. I heard singing, talking and laughing in the kitchen a little before 11AM. I walked in through an open garage door and they dispersed when they saw me. Two were still doing things but the other two weren't. At 11:15 AM they were loading the car and I went to find the one in charge. She was filling out a card with the charge for an hour and a half, $238.50. I quickly looked around and showed her some things and two did some more for a few minutes. It was determined that the base boards were stained and couldn't be cleaned. I felt uncomfortable doing what seemed to be a needless white glove inspection. After all, they are charging $159 an hour and I believed and hoped they did a through professional job. I sent them away. My wife that evening stared pointing out dirt in many places including obvious window dirt, cob webs in the coat closet, dirt on door jams, oven grease in the oven and below that looked like dripping from a cleaner they used on the oven. As well as other things.

I called and the supervisor came out. We later agreed on a refund of one half hour. I waited 10 days and still no refund. I called and talked to the supervisor and he started arguing that he wanted to send more people out to finish. We had talked about that the first time but my wife was already cleaning things and didn't want anyone here in her way. I told him we talked already and he had agreed to a partial refund. He began arguing that I hadn't cooperated with them in letting people come and I responded that he OK'd the partial refund after I told him my wife didn't want people in our way moving in and as she was cleaning what they ignored. He continued arguing and began talking over me as I vented over the poor service. I finally gave up and told him I wanted a full refund and his response was that he wouldn't refund anything. I told him I would take other avenues to resolve this failure to provide service promised.

I never have received a promised e-mail of the service contract, invoice or credit card charge receipt.Desired Settlement: Refund

Business

Response:

On July 16th 2014,

Mr. [redacted] received service from The Maids San Diego. The team spent 1.5

hours at his home and he was charged $238.50 for the service. The charge

reflects the quote he originally received of $159 per hour for the 4 member

team. As part of the process, we do a final walk through with

the customer, we did the walk through with Mr. [redacted] and there were some areas

he pointed out and were corrected on the spot.

On July 17th 2014, [redacted] received a call from Mr. [redacted] and during this call he mentioned there

were some areas that were not cleaned to his satisfaction and needed to be

re-cleaned I agreed to visit Mr. [redacted] at his home to inspect the service and

if needed take corrective action. I visited Mr. [redacted]’s home and he was

requesting to have the window sliding tracks, the drawer under the stove ( the

stove and oven were cleaned) and a makeup stain inside a bathroom drawer that I

showed him that could not be removed. Mr. [redacted] also pointed out some

baseboards that were damaged by previous tenants or owners due to lack of care

to wooden floor. During this visit we agreed to send the team back the on

Monday July 21st to correct these items as part of our guarantee and this

would be done at no charge to Mr. [redacted].

On July 18th 2014,

the team was already scheduled to go back to Mr. [redacted] home. We received a

call from Mr. [redacted] canceling the reclean visit at no charge. He added

that the team didnt seem to be there for the full 1.5 hours. He also mentioned

that during the walk through with the team leader on July 16th,

there were items that wanted recleaned, these areas were corrected on the spot

in front of him but he was still not satisfied. He mentioned his wife did not

want the team back and would like to receive a reimbursement of ½ hour of

service. I agreed to reimburse $79.50 to his credit card.

On July 29th 2014,

I received a call from Mr. [redacted] in which he mentioned he had not seen the

credit on his account. At this point Mr.

Crago mentioned he wanted to get all his money back. I mentioned that we had

agreed to $79.50 and reminded Mr. [redacted] that we did not get the opportunity to

execute our guaranteed and told him the money had been refunded already. He

said he did not want to discuss it further and that if I didn’t reimburse all

of his money back he would submit a complaint to the Revdex.com and dispute the full

amount of the service.

We believe we lived to

our promise. We did a walk through with the customer on the day of the service,

then we had a field manager come back to Mr. [redacted]s house. We were ready to

send the team for a reclean at no charge.

We believe we had lived to our promise if a customer is not happy we

come back and reclean at no cost. We had refunded what Mr. [redacted] and the Field

Manager agreed. We have done our part in a timely matter, professionally, courteously

and politely.

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.

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,

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.

I will follow up tomorrow. I wrote a response and it took me about 20 minutes because of family and other reasons of preparing an accurate response. When I submitted it it came up with an error window without an explanation.

Regards,

Review: Classic bait and switch. Quote one number and overcharge later. I believe is paying fair value for fair services but my home did not look much cleaner (except the faucets and microwave, they charged us $745 for four hours of work and they tacked on the the extra hour without approval because they said once they started the job it would take longer. Talk about a self fulfilling prophecy.

Desired Settlement: DesiredSettlementID: Refund

I would like the full cost of the last hour refunded.

Business

Response:

Business Response /* (1000, 5, 2013/05/13) */

On Friday 05/10/13 case was resolved to both parties satisfaction. Customer accepted a discount on the extra hour of work needed to complete the required service

Consumer Response /* (3000, 7, 2013/05/14) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

The case was not resolved to customer's satisfaction. I paid half the amount because it was the easiest way and cheapest way to move forward. I did not want to screw The Maids the same way they screwed me. So, I paid half. I am asking for a refund of that money now and for them to eat the other half as they should. It takes four people four hours to clean a 2500sq ft home with 3 bathrooms, a kitchen, a few halls? At $750.00? The only noticeably clean items were the faucets and microwave. There is still mess on the kitchen doors, streaks on the windows and generally sub par work I would not have paid for had I been there at the time. But the fact is no one was there other than a babysitter and The Maids took advantage of that fact.

I will pay the price, depsite it being outrageous, but I do not think the extra hour is fair. All this is completely independent of the fact this service is a complete and total ripoff.

Business Response /* (4000, 9, 2013/05/16) */

Mr [redacted] accepted the adjusted amount owed The Maids by splitting the charge owed. Mr [redacted], at no time after the service was performed, indicated that the quality of the cleaning was not to his satisfaction. We do have a 24 hour service guaranty and we would have come back to reclean any area that needed it. It is only now,after he accepted the reduced charges, that Mr [redacted] is complaining about the quality of the service and the agreed to charge.

Review: Company quoted a price of 160 per hour and stated the job would be completed in 2.5 to 3 hours after 2 hours and 20 minutes they stated they are way behind and need another 1 to 1.5 hours on top of what they quoted on phone to complete the job I stated this was not acceptable and stated if the team saw the job could not be done in the allotted time I should have been told upfront as I would have had canceled the job as I did not have an additional 200$ to give the company. There was not one single area that was completed. windows were left with smears, dust left on sills in every room, additionally there was an awful amount of dirt on the living room table legs the were vacuumed not cleaned at all laminate floor in kitchen partially cleaned but was left with dirt residue on entire floor and were not washed by hand on hands and knees as per website maids.com (have 2 other people who can confirm this) kitchen sink left with dirty dishes in it, sink back-splash left filthy, trash found under bed in room that was supposed to be, and was told was cleaned. Brown and black areas in toilets in both bathrooms, and shower still had soap sm on walls. Walls in rooms that had dirt on it when started still had dirt on it walls not touched. cobwebs were found on ceiling in several of the rooms cleaned. Bed not remade and towels not changed as per policy. and refrigerator with dirt left on exterior. there was a person who looked over the house called a "supervisor and stated all would be ok to handy man who was in the house upon arrival. I was was working in the garage during most of the cleaning time. company stated since I did not pay the extra 200$ over what I was quoted I do not qualify for satisfaction guarantee as per website. spoke to manager [redacted] at [redacted] who refused to budge on any aspect of poor service and misquoting time. company also tried to start timer from when maids pulled up to house even though no one started work for another 15 minutes I am not sure if the low price all jobs to get extra money but I was not letting it happen to me nor do I accept poor service no area of the house was cleaned to satisfactionDesired Settlement: full refund for poor service

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

In addition to the dirty areas in every room there was a small amount of physical damage done to the upstairs bathroom shower. There are scratches on two spotson the the wall in the shower stall which is a type of laminate material. It appears that while the home was being cleaned whatever scrubbing item that was used put several scratches on there. This damage is surface damage, but is noticeable. In addition to a house that was dirty after paying the estimated 500$ to be cleaned this too is a problem and is not acceptable. [redacted] the manager, who tried to tell me that the " maids got there and started working" and states to try to resolve things by giving me an extra 20 minutes of cleaning did no such thing. The 4 maids did not start working till 20 minutes after the manage stated they got there (four people x 20 minutes would have been a lot of wasted work).(again I have 2 eyewitnesses to this fact and I can get sworn aphidavids if needed) the manager agreed and gave me back the 20 minutes of work I would have been owed. Also the maids (or at least one of them) was smoking outside my home which I saw myself and was totally unacceptable and left a cigarette butt on the ground. Finally under the beds, in three rooms, I had seen things that were obviously trash before maids came out. When they left this trash was still untouched and unmoved under the bed the area was not was not vacuumed and also not clean.

so to recap the issues

Company asking for extra 200$ 20 mins before end of working time

home still dirty in every room when done

under bed untouched

smoking on property

manager misrepresenting time of start of work

dust on top of nearly all sills- something that should have been addressed in any room cleaned (Maids.com)

Windows smeared not cleaned

floors not cleaned on knees as promised on maids.com

there were still spiderwebs on high ceilings (maids.com)

linens were not changed

there was still some trash in the bathroom

kitchen cabinet doors were still dirty looked untouched

my mother is dying of lung cancer and this was mentioned to the person who took the information and set the cleaning. I told the person dimentions of house, what needed to be done and most definitely the condition of the house and was given a quote of2.5- 3 hours which would be about 500$ when asked for more time the equivalent of another 200$ I said absolutely not especial with the games that were played with the first 20 minutes

I ask you, the Revdex.com

Do not to let this company get away with what they did.

this company needs to make sure they give honest quotes, and when their customers get upset about being asked for a extra 200$ and being told that they acting unreasonable when they say no.

This should not be acceptable business practice.

When the company misquotes prices and leave a house that is still dirty everywhere, the company... the maids should be held responsible.

allow this to be a learning experience for the company to give more accurate quotes, to change the website to reflect what they actually do( since half wasn't done), and complete the tasks they say they will.

I am again requesting a full refund for all services rendered as service was 100% unacceptable

Regards,