Complaints

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

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  Merry Maids

  9886 Colerain Ave Cincinnati, OH 45251-1431

• 

  Merry Maids

  948 Old State Rt 74 Ste 4 Cincinnati, OH 45245-1332

• 

  Merry Maids

  4329 Winston Ave Covington, KY 41015-1739

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:05/28/2025

  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.

  Hired merry maids for a move-out cleaning. Had an evaluation where specific cleaning duties were discussed. Came home to discover nearly every single specific item, along with additional charged items were not cleaned, at all.
  
  Contacted the person I had been chatting with for whole process, to radio silence. I have to return my keys tomorrow and theres no way to get this re-cleaned by this sham of a business. The cleaners DID however throw away many of my cleaning supplies, so I was forced to drive 15 miles at 10pm to buy more supplies, only to stay awake literally all night deep cleaning, so i dont lose my security deposit ON TOP of the nearly 500 dollars i was charged.

  Business Response

  Date: 05/28/2025

  We do not have a client by this name, this phone number isnt in our system and the address is for the state of ****** and we are located in the Cincinnati/NKY area. Merry Maids is a franchise with many locations and they may have the wrong location.

• Initial Complaint

  Date:05/02/2025

  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 April 30th, I called Merry Maids to get a quote for a move-in cleaning, and paid Merry Maids over the phone for move-in cleaning services for my house at **** ****** ***, in *********** ****. We agreed for the cleaning to take place on Thursday, May 1. Merry Maid's ability to clean the house on the 1st was important because I moved in on the 2nd, and I discussed this on the phone with the sales representative. When moving in to the house on May 2, the house was not cleaned. Every area that we discussed having cleaned was dirty, and in the exact same state as the week prior. I called Merry Maids to obtain a refund, but they refused to issue a refund, stating that it was against company policy. I shared images of the spaces not cleaned, which encompassed every space we explicitly discussed having cleaned. The company offered to reclean the house at a later date, but I have now already moved into the house and therefore cannot have move-in cleaning services done. I explained this to the company, and they insisted that they still cannot grant refunds as it is against internal policy. I was not told of the refund policy when purchasing the services, and did not sign any agreements pursuant to the purchase, and therefore did not agree to any legally binding agreements prohibiting refunds. When discussing the issue, the representative hung up on me and I am now unable to communicate with the company.

  Business Response

  Date: 05/05/2025

  To whom it may concern,

  We did in fact go out and do a cleaning of this home sight unseen.  Our team did the best they could in a home that was in very poor condition.  Many of the photos shared do not represent the home correctly. We stopped communicating with this client because they were using inappropriate language and our teams refuse to be spoken to in that manner.  They did not wish to reach a resolution, all they wanted was their money back and would not give us the oppurtunity to come view the work or make it right.  They are correct that we do not offer refunds but I believe that this is the best solution in this matter.  We will issue the refund today and may take 3-5 business days to post.

   

• Initial Complaint

  Date:08/28/2024

  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 hired merry maid, I hired them last friday and they broke someting. Sarah the senior had a young african american girl w/ her. She scratched my kitchen sink up. My ex wife came over to confirm the damage. I triedd to talk w/ the company but they said Sarah cleaned it and are denying they damaged anything. I beleive the black girl cleaned it. I tried to stop payment at ******** but they told me to call them when I receive my bill.
  I would like my money back for Friday's service $179.92
  We have a monthly agreement that my daughter verifies the dates and times for the appt due to my impairment.

  Business Response

  Date: 08/29/2024

  We did clean ****** home last friday however there was never an issue with the actual cleaning.  Im not sure why he is disputing the charge because that was never discussed in his call to the office.  He is blaming us of damaging a sink however we did not, he is blaming one of our team members of doing something that she didnt.  I asked him to please send in some photos of the damage so that we can at least take a look at it however he said he couldnt because he is blind.  His daughter helped set this service up for him and we told him we would work with her about this.  We already reached out to the daughter and we are waiting to hear back from her.

  Customer Answer

  Date: 09/12/2024

  
  
  Here are the pictures for the damaged sink from my house cleaning from Merry Maids where the sink has been scratched.
  
  Please call for any additional needs.

  Customer Answer

  Date: 09/12/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  **** *****
  

  Business Response

  Date: 09/12/2024

  This complaint was already closed out.  Now it seems it has been reopened?  We did not damage this sink.  We do not carry any products or equipment that would cause this.  Just because *** ***** says we did this doesnt mean that we did.  He accused us of breaking a floor vent on the first cleaning only to see that it wasnt broken at all.  He accused one cleaner of cleaning the sink however she did'nt touch the sink. It was actually cleaned by a different person.  She states that the sink looked just like this before she cleaned it.  We are not seeing what he is seeing.  He already called the office and canceled his services and never even brought up the sink. We have nothing more to add and consider this matter resolved.  It in fact was already resolved and now here we are again out of the blue.  

  Customer Answer

  Date: 09/25/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  Heres' the reason it was rejected the first time. My daughter was out of town, my vision is severely impaired and she was not here to help upload pictures to the BBB so we it was closed prior to photos being sent. 

  They are the biggest liars. I brought it to their attention and the pictures got sent to the BBB. If you look closely at the pictures, it's very obvious that there is scratches in my sink. I gave them two times and both times they damaged or broke something. We never complained about the vent because my family helped me replace them. The only thing I want resolved is the $178.92. Every phrase of their response was a lie. You don't have to lie. This is chump change to them. Why should I be responsible for them destroying my sink?

   

  Regards,
  
  
  
  **** *****
  
  

  Customer Answer

  Date: 10/02/2024

  consumer returning phone call stating he is upset
  
  the business are liars and not telling the truth he does nothave
  
  the supporting documentation the consumer states he does not have supporting information 
  
  he knows they are liars and that he is telling the truth i am asking for the consumer said this is wasting
  
  his time he is going to get a attorney and sue the business explained i need somepthing 
  
  supporting directly that the business has caused the damage to the sink 
  
  the consumer said he has already stop the payment from his CC and waiting them because he couldnt prior because they needed the bill
  
  the consumer said he wants them to wipe away that bill 

• Initial Complaint

  Date:10/18/2023

  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.

  We are on a tight timeline to sell our house and move for my husband’s work. We hired merry maids for a detail clean of our home and scheduled photographers for the same week so the house would love great.
  
  Unfortunately, throughout the house things were missed and I believe it is mainly due to merry maids operating with a one person per house system. I didn’t realize this was the case until she texted me that morning to say the cleaner had a cancellation and can she come early.
  
  I cannot waste another full day of this moving process on this company but they refuse to give us a refund. I cannot simple point out missed items and have them come back - it’s too much that’s missed. We hired them because we were on a time crunch and now it’s making my problem even greater. We need a refund and to hire another company that utilizes a team and is better equipped to service a house this size.
  
  I left a cash tip for the cleaner plus the cleaning was nearly $500.

  Business Response

  Date: 10/18/2023

  The local office already resolved this complaint with ******** husband. We agreed to refund them half of their fee.  We consider this to complaint to be closed and resolved. Per the conversation with ******** husband he agreed as well.