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Complaint Details
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Initial Complaint
03/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Transaction date of post construction cleaning: 2/21/2023 Details: Maids and Moore was hired to perform a "post construction" cleaning on my home which was totally empty of all furniture except for a covered glass tabletop leaning against the wall.The kitchen countertops were covered in a clear plastic that had been installed to protect it from the paint work.Basis of complaint:. The cleaning was not performed as advertised. Streaks on windows, uncleaned sliding glass door track and window track in kitchen. Only half of kitchen cabinets were wiped out. Flooring cleaned poorly.Update: $140 out of $440 was refunded. We asked for $100 more to get kitchen cabinets cleaned. Owner refused.
Business response
03/07/2023
We received the customer's complaint regarding the 2/20/23 cleaning on 2/21/23. We offered to come back out to reclean the missed areas per our 100% Quality Satisfaction Guarantee Policy (below) which the customer agreed to when she scheduled the cleaning with us on 2/13/23. The customer refused to let us come back out to reclean and demanded a refund of $140 for the missed areas which we agreed to and refunded on 2/21/23 in order to resolve the situation.
I've attached the phone call with our attempt to come back out and reclean per our policy, and I've attached the confirmation email sent to the customer including the 100% Quality Satisfaction Guarantee Policy which customer also verbally agreed to upon booking the cleaning on 2/13/23.
100% Quality Satisfaction Guarantee Policy
Maids and Moore guarantee the quality of our work. Quality issues must be reported within 48 hours of the cleaning. If the job is not done according to what you were quoted, we will return and correct the problem at no additional charge. Please do not correct the issue before speaking with a Maids and Moore management team member. We have to be given the opportunity to see the quality issues and reclean or remedy them. Discounts and credits are not given.The customer requested an additional $100 refund 14 days after the cleaning which we could not approve however we still offered to come back out to reclean. Please see this correspondence attached as well.
Customer response
03/07/2023
Complaint: 19549275
I do not accept the response of the business for the following reasons:
1. Maids & Moore assured me over the phone and even prompted me to pay the higher amount for a "post construction" cleaning.
2. The cleaning was minimal and did not meet the advertised list of items covered under a "post construction" cleaning.
3. The home was empty and devoid of furniture. We were living out of town during the remodel. The work should have been easily accomplished.
4. We reported the problem as soon as we discovered areas that were left dirty and dusty. We also reported streak marks on the new quartz countertops as well as interior windows. We had to contact ********************** to resolve this issue.
5. We were not satisfied with the work and are completing the cleaning that should have been done. We must do so in order to unpack boxes and return our kitchen to working condition.
6. We are particularly concerned that the owner sent out an individual who knew nothing about the care of quartz countertops to view the issue with streaking from a cleaning product used by the Maids and Moore team.
7. This individual tried to locate a cleaning product at my home to solve this. Fortunately, we did not oblige this request.
8. This individual was sent out with the understanding that he was either familiar with quartz or was a representative from their insurance company to determine if a damage claim was in order.
In the future, we will hire a more reliable team to assist us in completing the cleaning of our home.
We request $100 as a refund which we will use to hire a cleaning crew.
Regards,
***********************Business response
03/10/2023
We acknowledge and understand ********************* concerns that the 2/20/23 cleaning was not completed to standard. We take full responsibility and stand by our 100% Quality Satisfaction Guarantee Policy (included below). Mrs. ***********;agreed to this policy verbally upon scheduling the cleaning, and this policy was emailed to her.
Maids and Moore guarantee the quality of our work. Quality issues must be reported within 48 hours of the cleaning. If the job is not done according to what you were quoted, we will return and correct the problem at no additional charge. Please do not correct the issue before speaking with a Maids and Moore management team member. We have to be given the opportunity to see the quality issues and reclean or remedy them. Discounts and credits are not given.
Maids and Moore were not given the opportunity to reclean or even see the issues. We did everything within our power to remedy this situation including
1. Offered to come back out immediately to reclean the property per our policy upon receiving the concerns on 2/21/23 the day after the cleaning was completed.
2. Offered to come back out at a later time that was more convenient to perform a deep clean free of charge because ***************** stated that she was in the middle of a move and it was not a good time for a reclean
2. When ***************** refused the first two offers and demanded a refund, we issued a refund of ********************* requested amount of $140 on 2/21/23
3. Separate from the above issue, ***************** called on 2/22/23 to report that the kitchen countertop was scratched and requested someone from our company come out to see it. We sent our handy man out to assess the countertop. Pax was a handy man only sent to access the situation/potential scratches. We apologize for any confusion, however, after reviewing the phone conversation we did not claim that *** was a countertop specialist or from our insurance company. We were glad to find out that the counters weren't scratched and it turned out to be a simple residue.
4. ***************** emailed us again on 3/6/23, two weeks after the cleaning, stating that she found more issues with the cleaning and requested we refund an additional $100. We once again offered to come back out to fix the issues however she did not accept our offer or attempt to work with us.
As you can see above, we offered multiple solutions to resolve the issue. We even made an exception to our policy and refunded her $140 amid her threats to dispute the cleaning charge and report us to the BBB. It is clear that she does not want to come to a viable solution.Customer response
03/10/2023
Complaint: 19549275
I am rejecting this response because:The post construction cleaning was not completed as advertised or as promised.
It is not convenient to have people come to our home after our move back in with multiple boxes everywhere and furniture.
We were never told who Pax was or why he was at our home. It remains unclear and unhelpful.
We would not use this service again.
Regards,
***********************Initial Complaint
07/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
****** ***** <***********************> Jun 28, 2022, 1:09 PM (8 days ago) to austin Hi you did clean my house at **** ****** ***** and it was a mess. There was coffee still in the pot, towels not folded, a stain on a pillow and a vaper pen. My guest posted a bad review 1 for cleaning. She emailed me last night and sent you the pictures. I would like a full refund. In addition somehow someone from Your cleaning crew turned off the ac and we had to have an emergency contractor come out to fix it. Please escalate this. Their response ******* *******Business response
07/20/2022
The cleaning that was scheduled by the customer was performed to standard. The AC complaint was resolved with the customer via a 10% refund. Please see attached screenshot of resolution.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.