Public Mediation

Maid America-Dispute-#4784642

D. M. vs. Maid America
    • Claimant Seeks: View.
    • Claim #: 4784642
    • Amount Involved: N/A
    • Filed On: Jun 27, 2012
    • Posted On: Jul 08, 2012
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Overcharge or billing error
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Statement of Claim
Complaints Involved (4) - View
Claimant says:
"I scheduled a cleaning service with Maid America-Temecula for 6/21/12 1:00PM-5:00PM. I first requested an employee “C” that I have used through Maid America-Temecula several times and was completely satisfied with. Marilyn stated “C” is no longer with them because she needed to find a place with benefits due to medical issues. Marilyn scheduled me with “V”, stated that she may not be available for deep-cleaning , but can come in for normal $79 service, but upon arrival she would assess if deep cleaning was necessary and I could decide if I still wanted to go forward with the $109 service. Both services are allotted 4 hours, but she prefers to schedule deep cleaning for morning because the maids tire easily from performance and are not scheduled for to clean a second home that day.
When V”” arrived, she said she was already scheduled for a deep cleaning, asked me if I had a list ready (apparently Marilyn was supposed to recommend this). I quickly created a list and walked her through the house guiding her through what was level of importance (in addition to standard cleaning services):
Deep clean tile floors and grout areas
Wipe down baseboards and cabinets
Deep clean kitchen
Bathrooms
Banister
Having 2 children, I left the house at 1:15PM to give her uninterrupted cleaning time. Upon leaving I left her a check for $109 written to Maid America and $20 in cash as a tip to accomplish my instructions diligently .
I arrived within at 3:45PM. I isolated my children downstairs to living room and was busy distracting them up until she was “finished”, which was at 4:45. She asked if there was anything additional she needed to do, I stated “no”. I did not have chance to inspect her work and we had a short, pleasant conversation prior to her departure.
She did minor cleaning, but the following was unacceptable:
Crumbs remaining on tile floor, obviously not deeply-cleaned
Baseboards were not wiped down
Fireplace mantle, furniture, shelves, banister, and accessories were not dusted
Shower doors were spotted and stained (I had to clean these to remove residue and spots)
Toaster oven face (labels, degrees, settings) was ruined from use of an abrasive cleanser
Bathtub drain plug was damaged
Stove top range was not cleaned – food and residue was not touched
I contacted Marilyn at Maid America, expressing my concerns and disapproval. I advised her that I will cancel the check for $109 and reissue a new check in the amount of $59 (considering $20 cash was given, this would amount for a total $79 which is a fee for standard cleaning). I invited her to come to my home and inspect the quality of work performed, but she declined. When I contacted her the following day to inform of damaged toaster oven and drain plug, she stated I need to contact “V”directly and express my grievances. Suddenly Marilyn retracts any responsibility for her and claims they are only a referral service and I need to address this directly to “V”. She tells me she doesn’t know what to do, and what do I expect –“for her to work for free?”. It’s beyond fair for me to pay a total of $79, I did not receive services promised, and I have damaged items from the service. I advise her I am uncomfortable contacting Veronica directly and I expressed I hired Maid America so I do not have to be the direct employer of a maid, eliminating the need to address issues like this.
6/28/12 I receive a phone message from Marilyn:
She is returning my $59 check because it is not a fair amount for “V”to be paid. She does not disclose exact amount that needs to be paid, but she is asking for another one to be issued to “cover her costs”. She claims “V” is dumbfounded by my accusation. Marilyn apologizes that I am not happy with “V’s” service and she is sorry I have been inconvenienced.

This entire process has been exhausting, and handled very unprofessionally. It’s unfortunate that Maid America has failed me as a customer. I regret the day I called them and I will tell this story to anyone that asks for me to recommend a maid service. This caused me more work and anguish and I wish I NEVER used Maid America. They should be ashamed of themselves for not addressing this properly. This is an AWFUL service. They claim to be “the personnel service for housecleaning specialists”. By no means was this the job of a “specialist”, incidents that occurred lacked common sense. Shame on Maid America."
...
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What Claimant Wants Hide
Message from Claimant: Marilyn of Maid America declined to view the work done and is now discrediting my complaints based on "V's" response. Marilyn is obviously biased. If she stands so strongly behind her referral, she should pay "V" directly and eliminate this all together. Her unfair practices are obvious.
1. Accept $51.05 pymt (acknowledge $20 cash given as tip toward full payment, deduct $7.95 for amount needed to pay peopleclaim.com) Jul 13, 2012 $0.00
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Respondent's Counteroffer Hide
Message from Maid America: This letter is in response to Ms. Deanna Medrano’s complaint regarding Maid America A Referral Agency.
Both the domestic worker and Maid America A Referral Agency are sorry for her inconvenience. The domestic worker wished that Ms. Medrano had communicated any grievance’s before she left her home. The domestic worker is still surprised and confused since Ms. Medrano’s response when asked if there was anything else she’d like her to do in her home replied “ no everything looks fine” also her son said “Mommy the house is so clean”. Ms. Medrano did not want any further communication with the domestic worker when asked if the domestic could call her and clarify any miscommunication.
Ms. Medrano stated she was canceling the check and writing another for $59 and she too wasn’t happy about writing that check. She never directly said what would make her experience better.
All checks have been sent back to Ms. Medrano.
Maid America A Referral Agency has been in business for almost 20 years, we appreciate each and every customer.
Happily the subject domestic worker has regular and satisfied clients.
Thank You
Marilyn Heinzman
Maid America A Referral Agency
What By When How Much
1. Jul 20, 2012 $0.00
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Offer History
Jun 27, 2012
Claimant's Terms of Settlement to Maid America
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