I would give zero stars if it was an option. DO NOT USE THIS SERVICE!! They have horrible…read morecustomer service and did a mediocre job cleaning my home (dropped and scraped a sign, dropped and broke an electric razor, did not put back in place the under bed storage drawers), not to mention they broke a window, overcharged for the cleaning, and gave me a hard time about paying for the repair and refunding the overcharge.
I have never used a maid service before, and based on this experience, I will think twice about using a different one in the future. I went to The Maids because I was getting married and with the ever mounting to do list, it seemed more convenient to hire someone to do a thorough clean for my wedding company. I arranged for the cleaning over the phone, and due to the small cleaning area (only about 800 square feet), I was quoted at the price of a one hour cleaning. When the girls arrived, they went to the wrong house, twice. I eventually had to walk down the street to direct them towards the right address. When I walked them through the job, I asked if the cleaning included windows. I was told that was an extra $5 a window, so I gave the go ahead to add that to the job.
I left them alone to clean while I ran out to do wedding errands. Two hours later, they called to tell me they had an "accident" and asked me to return to the house. Apparently, when they first started cleaning the windows, one of the windows came out of the frame and fell on the window below, shattering it. I returned to find the window still out of the frame (they couldn't figure out how to put it back in) and glass still on the floor. They said they tried to fix it for a while, but couldn't get it back in. I understood that accidents happen and said I'd work it out with the office.
Two minutes later, one of the girls returned with her phone and the office manager on the line. Not only did she REPRIMAND ME for adding the window job to the order, she also said if I wanted the window fixed she would make the girls pay for it, explaining that she is insured but they are not. Not once did she apologize for the broken window or offer some form of compensation (discount on the service or to cover the cost of the window repair). I didn't want to make the girls pay for an accident and I didn't have time to take the window in for repair (since I was only one day away from my wedding), so I considered just eating the cost myself.
To make a long story short, the horrendous customer service continued the next week as they overcharged me for the job (charging for two hours worth of work despite the girls arriving 15 minutes late and spending who knows how long trying to fix the window they broke) and 10$ a window (INCLUDING THE BROKEN WINDOW!!!). I called to question the charges and asked for an itemized receipt and yet again I was treated rudely and reprimanded. Because of the horrendous customer service and the audacity to overcharge me after breaking a window, I decided I would not eat the cost of the window repair.
When I went in with the window repair receipt, instead of just offering to pay for the window and charging me for the actual work that was done, the office manager pulled out a pamphlet and again tried justifying the overcharge. I explained that I just wanted an itemized receipt, I didn't want the girls to have to pay for the window, and I wanted to be on my way. 10 minutes and another lecture later, I asked that the receipt be emailed to me and I was escorted out by her coworker (who seemed fed up with the run-around she was giving me). He promised a fair refund and full coverage of the window repair. Neither promise was fully realized and I never received that itemized receipt. NEVER AGAIN!
To clarify:
1. The cost of the window cleaning was $56. (At least that's the verbal cost, because as stated I have yet to receive a written receipt). The cost of the window repair was $216. I was refunded a total of $256. Do the math. The issue I raised about being charged for two hours worth of work when some amount of that time was spent going to the wrong houses and trying to fix a mistake (I specifically requested that this be looked into) was never addressed.
2. I told both people in the office about the dropped sign and the storage drawers. I also informed both people in the office that the windows I was charged for (including the broken window) were not fully cleaned. The only compliment I offered were how clean the floors were. The razor wasn't discovered until the next time my husband shaved, but obviously should have been pointed out by the person who dropped it at the time.
3. The discounted cleaning was phrased to make me think I could get a deal if I signed up for regular cleaning because I'm local. It was not offered to try to make up for the poor service and, honestly, I laughed at it. Why would I ever sign up for a regular service when the one I received was so poor?
