WE WERE FIRED BY MERRY MAIDS!!!
No, we were not employees; we were first-time customers.
On 2/15/2011, a sales consultant(SC) arrived at our home to present a proposal for our cleaning service. The initial cleaning would be at a premium rate of $540.00, but, if we remained a client for 10 cleanings, 50% of that rate would be credited to us toward future cleanings. At the end of the presentation, when asked on what date we wished to begin, we were non-committal, as we were on the tail end of a major home improvement. Given our uncertainty, the SC suggested that she "pencil us in" for 3/17, and that we would touch base prior to that date to assess our readiness. That did not happen, and on 3/17, their crew arrived to a home that was unready for such a service. Therefore, we turned them away.
That afternoon, we received an e-mail from the owner declaring that since we did not provide sufficient notice of our unreadiness, that we forfeited the $270.00 credit if we continued as a client, and that if we did not, then she would charge our credit card for the $270.00. We indicated a willingness to continue, despite the loss of the credit, because, first of all, we were concerned with ensuring that the crew that appeared that date was fairly compensated, and secondly, we felt that perhaps the absence of sufficient notification could be partially our fault, since we did not keep track of the date and trusted that Merry Maids would be looking out for our interests. We re-scheduled for 4/21.
Surprisingly, on 4/20, we received an e-mail from the SC reminding us of the next day's first cleaning; one day past the required notice to reschedule.
Regardless, we were ready and the crew that arrived at our home did an outstanding job; we were very pleased, despite the bad taste in our mouths over losing the 50% credit. In lieu of the credit, we negotiated it back to a free cleaning on the 11th visit, somewhat splitting the difference. At this point, all seemed to be righted and progressing forward.
Unfortunately, the day after the first cleaning, we were informed by the SC that an additional charge would be added to the cleaning since an optional room was cleaned. This would have been fine, except for the fact that the additional room was included, in writing, for the first cleaning, and optional for subsequent cleanings.
It is here that I took exception to such liberty being taken with my credit card, and being overcharged for a service that I was firmly quoted.
My request for a credit was ignored for 2 business days, despite the fact that the SC was in contact with my wife on those days seeking to increase business; all the while my wife complimenting them on the quality of the first visit. Again, communication! A simple acknowledgment of the pending issue would have been sufficient.
My objection to being ignored finally resulted in a credit, $10.00, and also being terminated as a customer by Merry Maids.
Yes, we were terminated by them for complaining about poor customer service; not poor cleaning. One and done.
So, in reacting in this way, we are deprived of the compromise of the free 11th cleaning, unless we choose to challenge, which we will not.
Ironically, we only chose them because we strive to support Foxborough commerce over adjacent towns. It's not the first time that we have made a decision based on this simple premise, and not the first time that we have been burned.
Lessons to be learned:
Regardless of the contractor that you choose, DO NOT sign up for the automatic charge to your credit card. Maintain firm control over your finances, and take the time to write a check. You will never regret it.
Also, if anyone suggests that they "pencil you in" for a date, make certain that it is noted, in writing, on the proposal or contract, that the date is tentative and subject to confirmation..
p.s. we have engaged the services of a major competitor, who begins service on the 20th. We went with them because of their quality presentation, and their observations of the many areas missed by our previous provider; shame on us! We won't name them now, but will honestly review their quality upon completion of the first cleaning. Their pricing was attractive, as well, and given a positive performance, we should recoup our prior financial loss in short order.
p.p.s. Sunshine Maids is doing a great job. Please look them up. Excellent service and better pricing. read more