Complaints

This profile includes complaints for Merry Maids's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Merry Maids

  1661 Shelby Oaks Dr N STE 108 Memphis, TN 38134-7442

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  Merry Maids

  1650 N Shelby Oaks Dr Ste 4 Memphis, TN 38134-7411

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:03/06/2024

  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.

  Around Nov. 21, 2023, I spoke over the phone with someone at Merry Maid to inquire about getting someone to come to my home to clean up for the holidays b/c I was having people over. We agreed that the cost would be $180 for 2 BR/2BA/Kitchen/LR/DR *****/Den. We agreed that the person would come in the afternoon around 2 or 3 and they would text and call before arrival. I rec'd several text on 11/23 around 10:30/11 am, I rec'd a text saying the person was on the way to my home and would be there in 20 minutes. This was not what we agreed upon. I contacted Merry Maid by phone and told them I was at work and would not be home and that was not what we agreed. I was informed someone would be there at the agreed upon time. Around 1 or so, I rec'd text about the person was on the way. I then rec'd a phone call and was told they (2 people) were on the way. I told the young lady that I was just leaving to be there at agreed upon time. She called me back 5 mins. later and told me she was there. She then told me that her and her partner would wait in my driveway. I told her it would be 15 mins. before I got home and she said they would wait. She called me every 5 mins. When I got home, she was rude, extremely nasty and there was only 1 person. I inquired about the 2nd person, and she said there was no 2nd person. She was throwing equipment and mumbling and saying she was supposed to do this at 11am. I told her she was not scheduled for that time and if it was a problem, she could leave. She kept unloading equipment and had a really nasty attitude. I called the company and told them the situation and that I did not want the lady in my home with that negative energy and being rude. The lady that had been sent started yelling and calling someone on the phone. ******* I was talking to heard her and told me she would refund my money and was sorry for this situation. I was only refunded $130 instead of $180. Merry Maid did not follow the terms of the agreement.

  Business Response

  Date: 03/29/2024

  We tell all customers at time of booking that the deposit is non-refundable. I did not speak with ****************, but we do not refund that deposit.

• Initial Complaint

  Date:05/15/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I scheduled a Move In Deep Clean on May 11th 2023 with Merry Maids.I told Merry Maids when I booked the service that the home is completely empty, no furniture, and has freshly painted ceilings and walls.I requested professional cleaning because there is lots of grease, grim and filth on floors, appliances, kitchen cabinets, inside drawers, shower, tub, toilets, etc.Merry Maids committed to do a deep clean and scrub the floors, showers, toilets, kitchen cabinets, inside drawers, etc.The cleaning crew arrived at my residence at 10am with a portable vacuum, swiffer mop and a few miscellaneous cleaning supplies.Around 11am I checked the two guest bedrooms and guest bathroom that they claimed to have cleaned.My wood floors were soaked with water and damaged.There was tape stuck to the floors, dirt and grim on the bathroom window and floors, and the blinds were filthy.I told the two cleaning crew members that it does not appear those areas were deep cleaned and I was told by one cleaning crew member that she has never done a deep clean and this may be a training issue with merry maids.After ***** mins of back and forth discussions about what I was told would be done by merry maids when I booked a professional cleaning service the cleaning crew called the office to ask the office personnel what they should do.I was placed on the phone with the office personnel, and after about ***** mins one of the cleaning crew members began packing up to leave and sat in her car.I told the office personnel that if they cannot perform a deep clean then I would like a full refund.The office personnel told the remaining cleaning crew member to leave and told me they would work out the refund for me.The following day I was only refunded $100 of the total of $400 paid to Merry Maids.I called Merry Maids to inquire about a full refund since I did not receive the service that I paid for and was told by office personnel that the owner would only refund $100.Please help