Complaints

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• Initial Complaint

  Date:09/01/2022

  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 July 8th, two MaidPro cleaners entered my home to clean, admitting it was their first time cleaning a home. This was the second time MaidPro had completed a clean for me. After they left, I noticed damage on my kitchen appliances. The stainless on the oven door has swirl marks in it from scrubbing, the glass cooktop has scratches from scrubbing, and the fridge drip tray has scratches from scrubbing. I filed a claim that was submitted to their insurance company. They denied my claim saying that they had no proof the damage was caused by MaidPro because the cleaners said they did not do it. They claim to have not used anything that abrasive in my kitchen, however, I saw them cleaning at least some things with a yellow sponge that has a green abrasive scrubbing side. They, too, admit to having that, but they said they didnt use the green side and their word was believed by their insurance. The damage on my appliances says otherwise. I have since tried to discuss with their insurance and have been told the claim stands as denied, especially since I do not have any before pictures of my appliances. Im not sure why anyone would expect to have to take before pictures of everything they own prior to cleaners entering their home. Common sense says that I would not have cleaned my own appliances in the house I own with something damaging. Since this event, the stainless on my oven door has been slowly corroding due to the scrubbing that took place. I have included pictures of the damage on my appliances and I have included one final pictures of the corrosion that has happened since.

  

  Business Response

  Date: 09/22/2022

  I have tried to ***************************** I have now left two voicemails, and not heard back from her. I have contacted my insurance company, and the results remain that we are going to deny the claim.
  
  The clean was a first time cleaning, and the service providers both were trained fully, and have yet to ever get a complaint similar to what she suggested that we did. Both service providers deny using any abrasive sponge on any of her appliances, and remember all of the scratches on the appliances before we began cleaning. They both wrote statements to the insurance company claiming that the scratches were evident before the cleaning began. After the insurance claims adjuster further investigated it, he also determined that they do not believe that our service providers caused this damage. Unfortunately, we did try to come to other resolutions, however, the client only wanted all appliances replaced.  Our decision stands that the claim is denied.
  
   

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 17805521
  
  I am rejecting this response because: they havent tried to call me even once. I havent gotten any voicemails or missed calls. Potentially because my last name was severely spelled wrong on their end. Either way, my appliances WERE damaged by them. I asked for repair and received nothing. I didnt not ask to replace the entire appliances - just adding to their list of lies. Their cleaners are straight up lying about what they used because my kitchen was not like this prior to them here. Also, this was NOT a first time clean. This was the second time they had been in my home. Lies, lies, and more lies.
  
  Sincerely,
  
  *****************************