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Business Profile

Butler Service

Maid Pro

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Butler Service.

Complaints

This profile includes complaints for Maid Pro's headquarters and its corporate-owned locations. To view all corporate locations, see

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Maid Pro has 2 locations, listed below.

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    • Maid Pro

      1108 Big Bethel Road Hampton, VA 23666

    • Maid Pro

      1739 Parkview Drive Chesapeake, VA 23320

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:06/01/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 booked a deep clean with MaidPro for May 31, 2023. A cleaner came in at 930, and left my house by noon. Their "man hours" sheet showed that a deep clean with one cleaner would be 6 hours. First red flag. After the cleaner left (without even saying anything), I went and walked through my house and noticed NOTHING was cleaned. Literally nothing. I immediately called the company and asked for someone to come back out and clean my house, as I have already been charged. They stated that no one was available. I requested a refund, and they stated that they won't/don't refund my money. I asked for a manager and conveniently, they were not in. I asked for an email, and sent someone the entire information as well as pictures of my house. They didn't even so much as turn a vacuum on.. I received a response stating, "Since cleaning is a very personal and human service, we realize that occasionally some areas may be missed." Again, my whole house was missed. I asked for management to please call me back, no response. I am very frustrated with this experience, and cannot believe they hold a "100% satisfaction guarantee."

      Business Response

      Date: 06/07/2023

      Hello this is Lily ******, the owner of the MaidPro. Sorry for the delay in response as I just came back from a medical leave yesterday and have been playing catch up. From the initial information I collected it seemed the initial clean we provided to Ms. ******* was not acceptable and Ms. ******* contacted us after the clean. Per our policy, our team scheduled the reclean next day, and Ms. ******* declined it and requested the reclean to be on the same day. It was mid day and all of our PROs were dispatched and nobody was available that afternoon. Ms. ******* then requested a refund. Per our policy ( term of service ), we don't offer refund we only offer reclean. Ms. ******* filed *** complain. I sent Ms. ******* an email last night and let her know that I am learning the situation. Hopefully I hear from Ms. ******* soon and we can work on a fair solution for both parties. Thank you. 

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