Complaints

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• Initial Complaint

  Date:08/21/2023

  Type:Billing 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.

  The Maids cleaned my for sale and therefore vacant home located at ** ******** **** ***** *********** ** on 1st of July 2023. They had provided my selling agent with a quote of $300, but they charged my credit card for ~$771! Once my selling agent reached out to them they refunded my credit card for $274. But this still leaves me charged $500 for a service of $300. In addition to this, the maids had not arrived on time and were done quicker than the time they quoted for. I have tried several times to reach out to the business several times via emails and text messages, but to no resolution so far. I will appreciate your help in getting this matter resolved.

  

  Business Response

  Date: 08/21/2023

  We were hired to service the home at ** ******** ****** on July 1st, 2023. We agreed to accommodate a Saturday cleaning per the customers request. We typically only work Monday through Friday, but again the only date the customer wanted was that Saturday. The price that was quoted to the customer was $150 plus tax per hour for the team of 3 people. We estimated the job to take around 3 hours based on the description through text. This is a rough estimate without us seeing the home in advance. We have saved in our system proof of this text conversation with the customer. I have attached a copy of the original quote via text. We also offer a 24 hour, 100% satisfaction guarantee on all our cleans. If someone is not happy with the service and contact us within the 24 hours of us being there to clean, we go out and re-clean any areas that were not done to their satisfaction at no additional charge. The customers realtor contacted us about 2 weeks after the cleaning to complain. After discovering that the team did spend unauthorized extra time cleaning we did refund the customer - I do have proof of that as well. We did not quote this job to be $300 - it was estimated to be $150 plus tax per hour for about 3 hours and that is what was charged after the customer contacted us to complain. 

  Thank you. 

  -Melissa J****

  Owner

  Customer Answer

  Date: 08/28/2023

  Hello There, 

  I did intend to respond but had not enough time so far. The answer provided by Rachel is only half the story. I had called her after wards and asked to explain how it will take three hours to clean a vacant home. She had then agreed for two hours and therefore $300.00. 

  Best regards, 

  ******* *****

  

  Business Response

  Date: 08/29/2023

  That information is false. Rachel, my general manager, did not agree to 2 hours. We never agree to a set amount of time for a team to clean a home when we have not seen the home and are not able to walk through the home ahead of time. Rachel quoted $150 plus tax per hour for the team of 3 people and estimated the clean to take around 3 hours - again without seeing the home. We stand by that - we are sorry for the confusion, but the pricing we gave through text and over the phone was $150 plus tax per hour. Our company sent a team of 3 people on a Saturday (when we only work Monday through Friday) to accommodate when the home needed to be cleaned, at which point they spend a little over 5 hours cleaning your home due to the level of dirt and other build up that needed to be cleaned and scrubbed. When it was brought to our attention that the team spent more than the 3 hours estimated - even though this was a rough estimate without seeing the home - we refunded the extra 2 hours to stand by the original quote that was give through text which I have provided as our proof. At no point did we agree to send a team for only 2 hours - considering the job that needed to be done in the home the team would not have been able to clean much within 2 hours. We have been in business for over 20 years and this is not the service we provide. 

  -Melissa J****

  Owner