ComplaintsforMerry Maids

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Late January I had scheduled a first time cleaning with the service for my 2 bed 2 bath apartment. I had recieved a quote via email and spoken to someone over the phone. They did not describe what all is involved in a deep cleaning services at all (an issue in hindsight, admittedly), and had described a first time service fee of $250 and then a re-occuring bi-weekly charge for $125 for regular cleanings following that. At this stage I was okay with this. When it came time for the cleaning I had fallen ill with the flu so I wasn't able to do my due dilligence in a full inspection of the work, however it seemed clean to me, not as deep as I thought a deep clean should be, but that was never detailed to me at all. This morning (2/5) I received and invoice for the service rendered with line items for "regular cleaning" ($249.99) and "first time in" ($0.01). I was never told of a first time in charge over the phone, even if it does round the cleaning number to the agreed $250. Additionally, I was under the impression I was due for a deep clean, but had been invoiced for a regular cleaning at 2x the rate. Upon review of the reciept I realized I probably only recieved a regular cleaning. I reached out to Merry Maids directly via email with my concerns only for them to be met with vauge excuses and the 24 hour policy rules. I do not appreciate the use of bait and switch tactics and hidden fees used by this company.

  Business response

  02/20/2024

  Hello,

  I quote was sent and it was agreed upon by providing the credit card. A full deep clean was completed. He was charged the same amount on the quote. We will not be refunding anything. If there was a problem, ***** was informed he needed to call within 24 hours. You can call 10 days later and say you want a refund. This matter has been closed.

  Customer response

  02/20/2024

  :I accept the business's response to resolve this complaint. The purpose of my complaint was simply to create a paper trail for others for consideration upon using this service. 
  

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  BBB transcribed from hard copy mail in complaint form: They sent new girl to clean, she didn't even know how to change a set of sheets. The fitted sheet was on sideways, no tub scrubbed & bath floor not washed. I called **** @ Merry Maids to tell her, she came over to fix the bed. I asked why would you not train your employees, she then wouldn't return my call.

  Business response

  08/15/2023

  I am not sure what this is about. I went and fixed the issues from the new employee and she was happy. This was literally months ago and has been cleaned since then. No refund will be given. Thanks.

  Customer response

  08/21/2023

  Consumer called BBB and said business did not clean mirrors, floors, etc. She still wants a refund. She said she had to hire someone else to finish the cleaning.

*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. ↩