I booked my first cleaning last week, I have a two bedroom condo. Upon returning home, I noticed my floors were neither swept or mopped, the kitchen counter was not wiped off, the bathroom mirrors were not cleaned, the outside of the toilet and the tub ledges were not done, the fitted sheet for my bed was put on sideways (exposing a third of my mattress) and inexplicably, a basket of dirty laundry I had was folded and put away. My condo actually seemed worse after the cleaning. I called the company to complain and they very helpfully offered me a complimentary cleaning for the next day. The complimentary cleaning was much more satisfactory except they broke a bedside lamp and although it was "complimentary", still charged my credit card $120 for it. I would not recommend this company and if you do decide to try them, do not leave breakables out and be sure to keep a close eye on your credit card statement.
- Approximate cost of services:
- $240.00
- Company Response
Good morning Mr. Glenn O'Xxxxx',
We are so very sorry for the confusion regarding the transactions on your credit card.
The first transaction on your credit card was a pre-authorization on August 8th when you called to set up your first appointment with Custom Maids.
When you reached out to us to provide feedback and express your dissatisfaction with Paula's performance, we immediately issued a complimentary re-cleaning the very next day with Ann, in the spirit of our customer satisfaction guarantee.
In your emailed response to our follow up regarding Ann, you wrote to us:
"Everything went fantastic yesterday with Ann, I am very pleased. In talking to her, I believe she is available to come on Thursday afternoons on a regular basis."
It was only upon receipt of your email indicating complete satisfaction with Ann on Friday August 11th that a second transaction was made on your credit card, a charge in the amount of $120, the standard rate for a 4-hour cleaning for your first visit with Paula.
There was no erroneous charge for your complimentary visit with Ann.
Generally, a pre-authorization is voided by your bank, once our actual charge is put through. If you continue to see 2 transactions by Custom Maids by the end of business today, please reach out to your credit card company for an explanation.
As per your request we have cancelled all your future visits with Ann and have left you a voice mail and an email confirming same.
As per your conversation with Stephanie on Friday as well, we would be pleased to reimburse you the cost of replacing your lamp, that is we would be happy to honor our original extension of an offer to do so.
Again, we are very sorry to lose you as a customer so soon and are distressed to learn that you feel as though we mistreated you. If there is anything else we can do to relieve you of any further stress, please let us know.