ComplaintsforMerry Maids of Birmingham

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We looked into using Merry Maids around the first of December 2021. Their first appointment was on 21 December. We were expecting a deep clean a full list of items that they were going to Do as a first time cleaning they described it as a super Duper awesome cleaning where they come in with a bucket of warm water and they wiped out all the stuff including your baseboards and doors and ceiling fans and they give extra attention to detail well this did not occur and I have pictures to prove it. We called and talked with ****** and she assured us that on the next visit they would address the issues. However on the next visit again things were left undone so they sent people back out to re-clean And did do a basic cleaning after two attempts but we still never got the warm bucket of water washing down the baseboards and the ceiling fans and the doors and everything that they described that was supposed to be so super Duper awesome. They had to cancel on us on 5 January because they were short employees and their long time office manager ****** also left and I also believe another person left but regardless there was massive confusion from the beginning. it took them over a month to even get my phone number correct. They also sent out workers that were untrained and not up to the Merry Maids national standard. The whole purpose of this cleaning as explained in the beginning was that we were planning a move and we were listing the house for sale and that we would continue using them once we moved since the house was selling however after having so many problems with even our phone number and just an overall huge disappointment in their ability to clean it and clean it right on the first attempt and never having received this first super Duper awesome deep clean we decided not to use them anymore and hired someone else who subsequently came out and did a fantastic job and did in fact do a deep clean! I have proof and pictures and receipts. I want $290 refund

  Business response

  04/04/2022

  Business Response /* (1000, 5, 2022/03/04) */ Customer signed a contract on 12/08/22 agreeing to 24 cleanings in a period of 365 days and with that agreement we would defer $290.00 from her initial cleaning fee. The contract states that if she stops service before the 24th cleaning we would charge the credit card on file for the deferred amount. The customer's house was cleaned twice and she complained both times, we came back out the day after her 2nd cleaning on 01/06/22 and cleaned the house again at no charge. This is the response to the survey that was sent to her the day of the free cleaning. (You just got a 5 Star Review in Dispatch! Customer said: "Service, Timeliness, Cleaning Team Great job! House looked great and feels clean ") She skipped her next 2 scheduled cleaning dates and then informed the cleaner when she arrived to clean her home on the very next scheduled cleaning day that she no longer wanted the service then closed the door in the cleaners face. Per the signed contract we charged the card on file for the deferred amount stated above. Consumer Response /* (3000, 7, 2022/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) They fired someone and they also had someone quit they've had major personnel issues they kept people they are not currently trained they promised to deliver a service that they did not deliver. As I stated in my original complaint they promised to come out and do the super Duper bucket of water wash everything down base boards doors everything and it was never done I have pictures to prove it. They know they were having trouble getting people to work they had a lot of people sick in December and January and they had the personality shoes the firing in the retiring and whatever I'm not the only person that quit their service in December in January I know of at least four and none of them were charged a fee....not one of them. it is fraud to charge someone for an initial cleaning that you did not do all that was promised. either give me back my $290 or come out here and do each and every item on that list that you supposedly perform on your super Duper initial cleaning. You know and I know you had staffing issues and it took you over a month to get my phone number right and I'm pretty sure that that was not in the contract that it was OK to text and call the wrong number for a month!!!! You also canceled on me on January 5 when we had extreme deadlines regarding listing the house for sale. So between you disappointing me on the 21st with a lackluster job of an initial cleaning and then not showing up on the fifth I would say I had just cause to terminate you. Nowhere in the contract did I see that it was OK for you to perform at a subpar level and still get paid. So either give me my $290 back like you did the other people( you didn't even charge some of the four that I'm speaking of) is this a discrimination case? do I need to take it before the ACLU or something because if you're in ************* apparently you can cancel without being charged the $290 fee but if you live outside of ************* you try to charge people a bogus fee. The bottom line is you should care about your reputation you know you had staffing issues you know that you didn't do the job right in the first place even the second time that you finally did show up you had to do it two times before it was even up to the basic level cleaning. We weren't satisfied a bunch of people around the same time we're not satisfied with your service and they also left so why are you picking on me and charging me fraudulent charges. The bottom line is you didn't do the cleaning so how can you charge me $290 for something you didn't do?????? I'm not dropping this until I get my super Duper awesome cleaning or my money back Business Response /* (4000, 9, 2022/03/10) */ The deferred amount of $290.00 will not be refunded. The paragraph below is a copy of the response giving after her last cleaning and we have a signed contract. Our goal is to give our customers great service at a fair price and the 5 star review that was given by this customer shows that we accomplished this goal. (You just got a 5 Star Review in Dispatch! Customer said: "Service, Timeliness, Cleaning Team Great job! House looked great and feels clean ") Consumer Response /* (4200, 11, 2022/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Number one I did not give the second cleaning five stars they had to come out twice and then we said it was satisfactory but we were not pleased either time the first time they came they did not do the super Duper cleaning which she has yet to even address where they fill up the bucket of water and they wash the baseboards and all that stuff they did not do it, so the 290 per the contract was supposed to be the deferred amount but why are you telling me that they charge me $430 to do the first cleaning that was total ****????? Number two they did not charge the card on file if you look at the number on the original contract that is not the card they charged so once again she's wrong. number three she didn't even address the issue of wrong phone number. For a solid month they had the wrong phone nnnber after I asked it to be corrected 9 times. Number four she did not address the fact that they do not treat customers equally apparently if you live in *********** you get screwed over but if you're in ************** they treat you like gold so maybe I need to call the ACLU. I have solid proof that they treat customers and *********** differently than they treat customers in *************. I have repeatedly asked the question why is it not fraud that they're trying to charge me for a cleaning that they did not do they never addressed that they did not do the super Duper first cleaning that they outline in the contract cost $430 if they didn't do that cleaning there was no amount to defer. Not one time that they were in my daughters home did they clean it properly not one time and they canceled on me to because they were having staffing issues and everybody had Covid. The time that she's talking about when somebody came to the door one of the children had Covid and no, no one closed the door in her face at all. that's not at all what happened. once again these people do nothing but lie, I have another individual that was in the home at the time that it happened and she is willing to testify in court before whoever that we did not close the door in her face. Not once did they do what was outlined in the contract not one time that they entered my daughters home did they perform the task they were supposed to be performed I gave them a chance do the cleaning or give me my money back if they don't I'm going to report it to the police for a police report and report it as fraud because they did not use the card on file. And furthermore they never addressed the staffing issues they never addressed the fact that they had to cancel on us on January 5 they never have addressed any of the core issues starting with the wrong phone number . who has the wrong phone number for a client for over a month? I called told them I was unhappy and canceled the contract I can't help it that that employee quit and it's no longer works there. one person says she retired another one says she got fired I don't know what the truth is. I'm not letting this go either do the work and I mean down to every last little task or I'm reporting it to the police and the bank as fraud because you stole money from me you did not do the job. And you've yet to address all the issues in this complaint why don't you try doing that rather than wasting my time more

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