Complaints

This profile includes complaints for It's Maid Day's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  It's Maid Day

  2971 Cherokee St NW Kennesaw, GA 30144-2863

  
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  It's Maid Day

  1825 Rockbridge Rd Stone Mountain, GA 30087-3335

  

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.

• Initial Complaint

  Date:03/11/2024

  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.

  I contracted for a Deluxe clean which included a very thorough list of cleaning services to be performed for each room in my house. The service had very specific requirements that I had to accept & pay a deposit in advance. I contracted for 2 people to do this thorough cleaning. One person showed up & I agreed for her to do the cleaning as she assured me she could do it all by herself. I was headed out of town but noticed there were several areas not cleaned, not vacuumed nor dusted but thought it was not worth the trouble to have them come back for those few areas. When I returned & went about with my daily life, I noticed cobwebs, dust on most furniture, mirrors not cleaned, kitchen counters not wiped off, dust on blinds, bathroom tile still had scum on the surface & much more. I paid $200 for a small condo where I live alone so it was not that dirty to start. They were not willing to send someone out to do the work I paid to have done.

  

  Business Response

  Date: 03/20/2024

  We proactively contacted the customer after her cleaning to make sure she was happy.  We left a voicemail message to call the office.   The customer called back and said there were just a few things missed but did not want a reclean or any other action.  We received another phone call from the customer indicating that she found a few more things missed.  We appologized and asked for a few pictures of any areas missed.  We did not receive anything back from the customer until we were alerted by ******************** that the customer filed a complaint.  We reached back out to the customer again to ask for more specifics and said we would be happy to come back and reclean any areas she required.  This appointment has been scheduled.  

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21416815
  
  I am rejecting this response because: 

  this business has been very dishonest in their response to my complaints. They did not proactively reach out to me after the complaint. I called them & left a voicemail from which I received no call back so I called a second time and explained the details of all the areas not cleaned. They told me it was too long since the cleaning as I left town immediately after the cleaning & when I returned & saw all the areas not cleaned and they told me they couldnt do anything at that point. When I continued to voice my dissatisfaction & threatened to share this info with my neighbors, they said they would see what they could do & call me back. I never got a return phone call until 10 days later when they found out about this report to BBB.  They were totally dishonest in that they said it was because they had asked me to send pictures of the areas not cleaned. This was not true. Since their response with only in an effort to clear their name in this public forum, I am not interested in any further business with this organization. After 10 days I had cleaned most of the areas they missed but tried tin attach pictures of areas where they didnt move even a trash can to vacuum the other side of the area, pictures of a mirror that still had a cobweb where it was supposed to be cleaned & the dust on a table where they just dusted around any item on the table but my pictures could not be uploaded. Basically they vacuumed the middle of each room, dusted area where their were no objects, didnt wipe the kitchen counters, didnt clean mirrors & on & on. I do not want these people back in my house. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/21/2024

  Please find attached the phone logs placed and received from ******************.  Her phone number has been blacked out except for the last 4 digits.  Her cleaning was scheduled and completed on Friday, March 1st.   ***************** indicated that she called on Saturday after her cleaning.  There is no record of that call she claims she made.  On the attached document you will see proof of the automatic email to that goes out the same day as her cleaning asking for feedback.  So we do contact all customers by email immediately following her cleaning asking for feedback.  We also placed an outbound call indicated by the arrow coming off the phone image, on March 6th following up to make sure she was happy with the service.  We left a voicemail message to which I am happy to provided the recording of the call as proof.  On 3/9/24 which is a Saturday 8 days after her cleaning, we received a call from ***************** saying that she was not happy with the cleaning, 8 days prior.  On Monday 3/11/24 we called *****************, we explained that our policy which is listed in the service agreement automatically provided with every estimate emailed to the customer clearly states that we are happy to come reclean any area that the customer is not happy according to our 100% money back guarantee as located on our website.  This is the link to that policy.  ******************************************************************;  Our policy is that we have to be notified within 3 days however we typically give the customer a week 7 days, giving them more time than our official answer.  When we told Ms ****** this policy we also included that if she can send some pictures of the areas missed we will see if we can make a greater exception.  We did not received those pictures of the areas missed.  The subsequent phone calls were triggered by the BBB complaint.  We tried to work with ***************** even offering to go above and beyond our policy.  

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21416815
  
  I am rejecting this response because: ************ advertised "satisfaction guaranteed" and upon learning of my home not being cleaned was not interested in making it right until I reported it. This is false advertising and I have spent all the energy I am going to spend to try to allow them to redeem this situation. I did all the detailed contracting requirements including making a cash deposit and describing my home situation in detail.  They did not live up to their commitment.  The only action that would settle this and show their commitment to their level of service is for them to refund 1/2 of my payment.  That is the level of service I received.  Certainly not a"Deluxe Cleaning" as contracted
  
  Sincerely,
  
  ***************************