Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On may 31st we booked a cleaning service for June 3rd. The quote was $291 for a 5.5 hours deep cleaning. The day of the clean the worker showed and didnt perform the services agreed upon we reached out to the owner he said he would come out personally to fix it, after that he charged us for the cleaning anyways and we didnt hear from him again until after leaving a 1 star ****** review. His solution was coming and doing a one hour cleaning. After we explained we did no longer need his services and would like a refund for the job they did not complete. That was the end of communication.

  Business Response

  Date: 08/06/2024

  ******* (************************* husband) FaceTimed me at 4pm on June 3rd and did a walk thru with me. He said he was satisfied besides telling me the stove and cabinets werent cleaned and that he told my cleaner to leave because she had reached the QUOTED time. I told him I can come clean the stove and cabinets, which would take less than an hour and wouldnt charge them that additional hour. I did charge them for the time we were there which I explained to him. I called several times after the day of the cleaning to set up a time to clean the oven and cabinets, but my calls werent answered or returned, as you can see in the attached text which they sent me ten days later on June 13th.  They left a 1 star review instead of returning my calls. I called several times again with no response. They texted me again June 18, per the attached 3rd text, accusing me of being a scammer. I attached our eMaids Happiness Guarantee Policy as well, which is part of the booking confirmation. They didnt say they werent satisfied until 10 days after the cleaning which didnt fall under our Policy. I dont think I should have to refund any money at all.
  
   
  
  Email Communication
  
  Sent onMay 30, 2024 2:43PM
  Opened onMay 30, 2024 3:24PM
  TypeBooking confirmation
  To:**********************
  Cc:- None -
  BCc:- None -
  Subject:You've been booked in with eMaids of Reading PA
  Hi *************************,
  
  Thank you for booking with us.
  
  You are confirmed for Jun 03, 2024 10:00AM at *********************************************** / Reading, ************ 19601
  
  A couple of things we want you to know about eMaids:
  
  eMaids Happiness Guarantee Policy:
  If you are not completely satisfied with the cleaning service we provide, please contact us within 24 hours of the service being performed. A manager will contact you before the end of the business day in which it was reported to execute on our Happiness guarantee and make things right for you! Our Happiness guarantee may include a follow-up cleaning session to address any issues that you have identified and we will send our team back to your home to re-clean the areas that you are not satisfied with, free of charge.
  
   

  Customer Answer

  Date: 08/06/2024

  [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 as Answered]
  
   Complaint: 21868462
  
  I am rejecting this response because:
  The reason I asked the cleaner the leave my house is because she did not clean. Mr. ******* is not being truthful. The day of the cleaning when we asked the cleaner to leave, we could not even get in contact with Mr. ******** The cleaner kept telling us she would need more time and money. The cleaner told us she had spent all her time here cleaning in a closet which was never apart of our agreement. When we finally did speak with Mr. ******* and we let him know that we were not satisfied and the job was not completed he then promised to come and fix it. He charged me that night. We waited a week and never heard from him before I decided to leave a 1 star review. Then I had to pay someone else to complete the job Mr. ******* charged me for but never did. After I left the review Mr. ******* did contact me not really looking to correct the situation more so to take down the review. He made it clear that he wanted the review down and he did not care that I had to hire someone else, he was not giving me any money back. After that we had contact one last time and it was again about the review. This time he cursed out my husband. I did not really feel comfortable after that allowing him back in my house to clean. Which is what led me to write to the BBB. Mr. ******* never tried to work out a solution with me. 
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/15/2024

  The customer stated in their rebuttal that they couldnt get in contact with me the day of the cleaning on June 3^rd which is a lie.   My cleaner told them she would need more time to complete the cleaning, which they rudely told her to leave.  My cleanier called me and told me the situation.  ******* called me within a couple of minutes, which I answered, and then switched it to facetime and did a video walk thru with me as I submitted in my earlier response.  He said they were satisfied except for the stove and kitchen cabinets not being cleaned.  I reiterated to him that I told his wife the cleaning might take longer than quoted, and if so, the cost will be adjusted.  I submitted our communication in my earlier response.  Heres the confirmation email that was sent on May 30^th at 2:38 pm.

   

   

   

  ******* & *******, 

   

  It was great talking with you. 

   

  I would like to thank you for inquiring about our service. We send a uniformed maid to your home who is Certified, Insured, Bonded and comes with green cleaning solutions necessary to do a great job in your home.  

   

  As discussed, our rates to clean your apartment on a move in basis would be $291.50 with tax included and that includes everything that applies on our Move In / Move Out Checklist.  

   

  As discussed, theres a possibility the cleaning will take less or more time than quoted.  The cost will be adjusted accordingly if this is the case.

   

  Let me remind you of all the reasons why eMaids is beloved by our customers: 

   

  100% Satisfaction. 

  We will reclean for free, to your specifications, if you are not 100% in love with your service. 

   

  No-Hassle Booking. 

  All booking, payment, and preferences can be easily and quickly managed online. And when you have a question, an actual team member is available immediately via phone, 24/7. 

   

  Trust, Not Just Verify. 

  We dont just match you to an unknown verified contractor. Our cleaners are full-time employees of eMaids, hired carefully and trained by our senior staff. We care about our cleaners - and know youll love them just as much as we do. 

   

  I have you scheduled for Monday, June 3^rd at 10am.

   

  Thank you again, ******* & ******* for the call.  I look forward to showing you how great your home will be after an eMaids cleaning! 

   

   

   

   

  Sincerely,

   

  *********************************

  eMaids of Reading

  Owner

  Office Number: ************

  Customer Answer

  Date: 08/15/2024

  [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 as Answered]
  
   Complaint: 21868462
  
  I am rejecting this response because:
  Again, I am rejecting his response. Money was taken from me for a service that I did not receive. The cleaner was asked to leave because she was NOT doing her job. Again Mr ******* made promises to fix it and he did not. A entire week went by before I left a bad review and he decided to try and fix anything. As you can see here he is not at all trying to make this right. Also if you look at his ****** reviews you can see Im not the only review that claims this. 
  
  Regards,
  
  *************************