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Business Profile

House Cleaning

Merry Maids of Des Moines

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:08/26/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 was verbally guaranteed a deep clean for an empty, pre-cleaned 640 sq ft apartment and that everything including walls, cabinets, drawers, appliances, floors, carpets will be wiped down and vacuumed to ensure removal of dog hair and dust in the unit. I was quoted $302 for the deep clean. The companies tracking program had cleaners enroute at 11:42 am and cleaning starting at 11:43 am. I called Merry Maids when I arrived at the unit at 12:08 as cleaners weren't there. The cleaners had gone to lunch even though no one notified me until I called them to inquire about it. The cleaners did not enter the unit until 12:30 pm. After less than 1hr and 15 minutes, I arrived at the unit and the cleaners were already loading their car. We went back up to the apartment and to my disgust and disappointment, there was still hair inside the drawers, walls, side boards, and carpet; fingerprints on the refrigerator; dirt and dust on both ceiling fans; and dust on vanity light fixtures and wall shelves. I had to point all these items to a professional cleaning company that was hired to conduct a deep cleaning of an empty pre-cleaned apartment. I mentioned these items and they attempted to wipe the fans and shelfs with a dry rag. As for the dog hair, the cleaner said the tenants won't notice it. I spent over 5 hours deep cleaning dog hair, removing fingerprints, smudges from surfaces and dust after wasting $302 on terrible service. Also, I only authorized for them a one time charge of $100 for the initial deposit. However, they kept my credit card information and charged my credit card $202 without my authorization. The company has not provided any receipts, invoices or details of work accomplished other than the quote for a deep clean that they failed to do. I spoke to the Merry Maids Owner immediately after the cleaners left about my concerns and dissatisfaction with the service but essentially there was no effort to remediate or attempt to meet customer needs and expectations.

Merry Maids of Des Moines is NOT a BBB Accredited Business.

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