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Business Profile

House Cleaning

MaidPro Hershey

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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  • Initial Complaint

    Date:03/04/2025

    Type:Product 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 am writing to formally express my disappointment with the recent cleaning service I received from MaidPro. Unfortunately, the quality of the cleaning did not meet expectations, and I was also overcharged for the service. I was promised a 9 hour deep clean as I was moving into my new home for the amount of $779. Despite scheduling a thorough cleaning, several areas in my home were left unclean, including fridge, floors, rails, light switches, door frames, back splash, tiles and bathrooms. After communicating my concerns with the owner, ******, she admitted that there were missed areas and offered a re-clean. I told her that due to the move in timeline, I had already cleaned it and wanted atleast half of my money back. For the amount of money I spent on this service, I expected a professional cleaning service to provide the level of cleanliness promised and to charge fairly based on the agreed terms. I kindly request a refund to resolve this matter. Please let me know how MaidPro intends to address this matter. I appreciate your prompt attention and look forward to your response.

    Business Response

    Date: 03/21/2025

    The client contacted Maidpro for a Move-in cleaning service.  We asked the questions we normally do and gave an estimate.  *********** is really clear on what type of cleaning we do, we give them the 49-point checklist with their estimate so they know exactly what we clean and what we do not (See attached 49 pt checklist).  ***** and Kasani were the cleaners that day.  They took many pictures to show the level of build up in the home.  There was not much build up, so they did not need more time to clean the home.  We have a 100% satisfaction guarantee.  Please see the attached terms of service.  The day after the clean ******* stated she was very unhappy with the clean.  We told her we can come right back out to re-clean whatever it was that she was unhappy with.  She did provide pictures and it clearly shows things that we do not clean.  We do not clean walls (refer to 49 pt checklist) and for safety reasons, we do not clean rooms that are under construction.  ******* wanted those cleaned but it is not part of our service.  She did show pictures of some crumbs on the floor, and again we offered to come back to re-clean those but she was adamant she did not want us to come back.  We tried to explain that the areas she wanted cleaned was not part of our service, but she was not happy.  So we did give her a $150.00 plus tax discount in an effort to make her happy, but she wanted more.  Without seeing the clean ourselves, we did not feel any further discount was warranted.  We did scrub the home for a total of 10 man-hours, and only charged for 8.  **************** is a keystone for our business, but we do have policies in place that we need to adhere to.  We cannot clean walls due to the vast differences in paint quality and damaging the walls and we do not clean rooms under construction due to our employee safety.  When the cleaning is not satisfactory for our clients, we always make it right with a re-clean.  

    Customer Answer

    Date: 03/23/2025

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: 23020706

    I am rejecting this response because:
    MaidPro did not clean my home. She offered to bring the same crew into my home days after Ive already cleaned and moved in. Her team missed key and obvious areas like the fridge, floors, doors, light switches - mind you it was a bare home when her team came in, absolutely nothing in the way. And just because her team says they spent 5 hours there, doesnt mean they were actively cleaning. Im appalled by her unprofessionalism and lack of integrity. I should not have been given 50% off and I have the photos to prove they did not clean my EMPTY new home. You should not be allowed to do this to hardworking individuals who seek support from outside services for ease of living. Im disgusted by you and your business. Give me my money back! 

    Regards,

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








    Business Response

    Date: 03/27/2025

    Hello-  We strive for great customer servcie by backing out cleaning service with a 100% satidfaction re-clean gaurantee.  The client did not allow us to come back to the home to see what she was referring to.  The attached pictures are only a handful of pictures that we took to make sure the clean was great (you only allow 5 items to upload)  We also sent our quality checker to the clean,the quality check form for the kitchen is attached.  We take quality very seriously.  We did offer to re-clean what she was unhappy and she refused.   It is required to see what our client is unhappy with in person.  The pictures she provided were of walls not being cleaned and a room that is still under construction, also a wooden floor with some debris on it.  We do not clean walls (liability for damage, walls not listed on the 49 pt checklist) nor do we clean rooms under construction for the safety of our employees.  We did give her a $112.50 discount in an effort to ease her anger, but we cannot give a refund. She was charged a total of $651.90.  She wants $775.00 refunded, she was not charged that much.  We worked a total of 10.5 man-hours in the home, it was very very dusty and major build up in the bathrooms that required a lot of elbow grease.  Our cleaners worked hard and were paid that Friday.  Again, we pride ourselves on customer service and have many long-term happy clients but we do need to stick to our policies of our re-clean guarantee.  Sorry you were not happy, it was not intentional.

    Customer Answer

    Date: 03/27/2025

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: 23020706

    I am rejecting this response because how can someone come back to clean a house that had to be cleaned by the owner. On top of that was charged over $600 for a half cleaned house? 

    Attached screen shot and previously shared photos shows that ******* acknowledged the issue. Just give me my money (******) and get rid of whoever was at my house. No one deserves poor expensive service. 



    Regards,

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








    Business Response

    Date: 04/06/2025

    We are truly sorry that she was not happy with the cleaning.  We did multiple steps to ensure that she would be happy with taking pictures of our work, doing an onsite quality inspection, following up with customer service call the very next day, offering a re-clean of the areas she was not happy with and finally giving her a substantial discount when she denied the reclean.  We need to see what we did not clean properly and she never allowed us to see this.  According to our pictures and quality checking, Maidpro held up their part of the agreement.  I believe she was expecting wall washing and consturction cleaning, which we do not do.  

    Customer Answer

    Date: 04/07/2025

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: 23020706

    I am rejecting this response because: I was not expecting a walk wash and construction clean up. I was expecting my fan to be wiped down, light switches cleaned, baseboards cleaned, cabinets wiped down, refrigerator cleaned, floor crumbs swept and then mopped. Your team did not do that. They hung out in an empty house for 5 hours and got paid. Shame on you, shame on your cleaning crew and especially your quality assurance team for checking off all of those boxes saying they did a good job. 


    Regards,

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








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