I sent a letter of discontent to Merry Maids after their horrible service, I think it would be best if I cut and copy it for your review below, my experience is just goes on and on, filled with problem after problem.
In the end stay away from this company, they are by far the worst company you can do business with.
Dear Sirs or Madam,
I am writing this letter with regards to a recent cleaning experience I received on 6/19/2012 by your Merry Maids Office in Orange County, California.
After contacting your office online, I was put in touch with a local representative who came out for an appointment to overlook my home and give me a service quote, I was looking for a first deep cleaning then a weekly regular cleaning thereafter.
The representative explained Merry Maids Services, assured me how great their service is and guaranteed the best cleaning and best service I would find anywhere. I told the representative that I wanted a deep cleaning, had a few extra requirements on cleaning and she gave me a price of $230 (not sure on exact amount, however over $200.) She insisted I sign up and agree to the weekly cleanings; however I decided and told her I wanted to do the deep cleaning and see how I like your services. Prior to her departure I gave a check in the full amount of the deep cleaning. My cleaning being scheduled for 6/19 with an arrival of noon to 3 pm.
On 6/18, I received a phone call from my representative asking if I wanted to go ahead and schedule a cleaning, a little puzzled, I called the Merry Maids office back and after a few minutes got ahold of someone, I asked for my representative and was told to hang on and she would go find her, after being on hold for more than 10 minutes the line was disconnected and I was unable to get ahold of anyone.
On the morning of 6/19, I again called my representative, being able to get ahold of her this time, I asked to confirm my appointment for today, her response was a little curious because she sounded surprised, hearing her flip through papers for a couple minutes, she told me she had to put me on hold, sometime later she returned to the phone and said, oh yes, I found your file and you have a cleaning today, its between 2pm and 4pm. THEN, I was asked about payment and insisted I give her my credit card information, I told her no, that I had already given her a check for the amount, a couple minutes later she confirmed she had it.
At 4pm on 6/19, no one had yet shown up, I called the Merry Maids office and asked what was going on, I was home all day waiting on the house keeper, however still nothing and not even a phone call letting me know they were running behind, now I wish I had just canceled the appointment. I was told they had left the previous job and were in route to my location. At 4:35 the ladies arrived to my home.
The cleaning ladies were pleasant and had a great personality; however, I cannot say I was satisfied with their work. As I mentioned I had paid for a deep cleaning, with a deep cleaning I expect everything to be cleaned above and beyond standard service and the house to be immaculate. The ladies were complete with their cleaning and left my home at 5:50pm, spending a little more than an hour cleaning.
The cleaning was sub-par, to say the least. One of the biggest issues was when they would wipe down a surface, then they would move everything into piles, an example in my bedroom was my night stand the lamp, pictures, clock and other items were put into a pile in the center of the table, rather than cleaning the item and table and putting them back where they were, everything was moved into the center and piled up. Another example was my desk, where everything was again moved and piled up, everything being put onto a shelf and stacked, this was apparent in every room of the house, I had to go back after they left and re-arrange my entire house because everything was left out and moved around. Even in my living room things that were stacked into the corner was moved into the middle of the floor and left, even my couch foot stool was moved into the middle of the floor and left there, not put back where it was.
Examining the cleaners work after their departure, there was many issues with their work, surfaces were not cleaned nor dusted, my lamps in the living room were not cleaned, my sliding glass door I asked to be cleaned was not, it remains dirty, door seals were not cleaned, door knobs were not cleaned, my bathroom I had requested the walls to be wiped down and cleaned, they were not. The floors in my home were vacuumed; however the kitchen and bathroom were not cleaned, but simply swiffered. My kitchen floor still had loose dirt on it and a couple spots, showing it was clearly not cleaned. In my living room my coffee and end tables were wiped down, again with everything piled together, however they were smears in the glass, dust and lint from their towel where they wiped things down. My entertainment center, the glass doors were not wiped down and remain dirty. Not to mention my balcony was not swept or touched, as I asked to be done.
The overall work was nothing short of a very quick and simple cleaning, not the great deep-cleaning I was promised, their work is what I would expect if they showed up every week, even then still a bad cleaning.
After the cleaners left about 10 minutes later, I received a phone call from another representative asking why I did not give payment to the cleaning lady and was told I refused to give her (the cleaner) payment, even though this was never asked or mentioned. I was again left a message that I needed to give them credit card payment immediately since I did not pay the ladies.
After again calling the office, I spoke to yet another girl who I again told I had already paid and I WILL NOT be giving them my credit card information, I was told ok, thank you and that was the end of the conversation.
I expected so much more from Merry Maids; I was looking for a regular cleaning service to take care of my home each week, and also looking for someone to clean both my offices in Orange and Los Angeles Counties. I decided to give you a try and see how I liked your service, apart from being expensive in comparison to any other service; I expected to receive from you an exceptional cleaning experience.
I now need to find a new cleaning service to clean what you had missed, having surgery later today, I was hoping to return home from the hospital to clean house, however, instead I am returning home so a sloppily cleaned house, where I had to clean many things even after paying allot of money for a quick cleaning I was given.
I am deeply disappointed in your customer service and, well, overall service I received from you. The feeling I received is nothing short of sloppiness and unprofessionalism, being completely unorganized and not communicating with the customer. I gave you the opportunity to clean my residents and because of nothing but problem after problem and poor work, I will never try nor use your company again. The more I think about how I was treated, ignored and service provided I am angered.