Maid Brigade - Houston Worst Cleaning Service Ever Houston, Texas

When Ms. H called for an estimate on 2/15 she said that she would like us to clean the lower level of her 2500 square foot home as well as the garage apartment. Based on what she was asking for, we quoted it to take between 2hrs 15 min 3.5 hours depending upon the condition of the home. Ms. H was told Our hourly rate is $37 per maid per hour, (2 maids=$74/hour). Based on the information that you gave me a rough ballpark estimate would be in the range of $166.50 to $259 + tax for cleaning your home. This is based on two maids for 2.25 to 3.5 hours. This is an estimated time. The price could be more or less. It is not a guarantee of the time it will take to meet your needs.

 On 2/17 we cleaned Karen H's home. When our team got there the notes on the field sheet read 2.5 hrs./$185. We are cleaning Lower level and garage apartment! Customer will be there to guide you! Check everything before and let her know if 2.5 hrs. will be enough! Let's do Great Job. She will sign Regular Service based on quality! The team evaluated the condition of the home and knew that 2.5 hours simply would not be enough time to do a thorough job and in addition Ms. H decided that she now wanted the whole house done and not just the lower level, so they called the office and spoke with our Operations Manager and she told the team supervisor to let the customer know how long she thought it would take and to get her approval. The supervisor did and Ms. H agreed. The total time it took to clean was 4 hours so she was charged $296+tax=$320.42.

On 2/22 I personally mailed Ms. H a card thanking her for her business and letting her know to contact the office if she decided she would like regular service. She had indicated she would sign up based on her satisfaction but we had not heard from her as of this date. Our satisfaction guaranteed policy states Quality is our #1 goal. If any area or item we were scheduled to clean is unacceptable, call our office immediately. DO NOT RE-CLEAN THE AREA. We will return and re-clean any areas that were cleaned deficiently at the earliest opportunity. It is important to us that we provide excellent service to all of our clients. As I said, we cleaned her house on 2/17 and we did not hear that she was not satisfied until over a week later. That is not what is considered immediately. We always do re-cleans within 24 hours when at all possible. In addition, she made the assumption that she was scheduled for regular service but she did not let us know so she was never set up for that.

When the customer did call and leave a message that we didnt show up for our regularly scheduled cleaning, the Operations Manager tried numerous times to call her back on every number we had available including her work number where her assistant said she was in a meeting. We left a message and when the customer called back that was the first we actually heard from her about being dissatisfied with the initial cleaning. By now more than a week had passed so we could not offer to re-clean the area under our guarantee. We did offer to set up the regular cleanings and get a team out there that same day if she would like even though all the teams were already out on their routes but she became argumentative and declined.

I apologize to Ms. H for any misunderstandings but I will not refund any of the cleaning. She was charged for the amount of time it took to clean her home and she was consulted before they went over the original estimate. In addition, I have a signed receipt and quality card that her husband signed because she left indicating he was very happy with the service and I am happy to provide those items as proof that the cleaning was signed off on. She did not get the coupon price because it was for people who signed up for regular service which she did not. It plainly says on the coupon $20 off initial, $20 off second cleaning and $10 off third cleaning when you sign up for regular service.