Complaints

• Initial Complaint

  13/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired MaidPro Calgary to do a move out clean on my empty 2 bedroom townhouse on February 6, 2023. Though their quote was higher than other companies I felt their 49 point checklist would be worth the value as I wanted it to be spotless for my new tenants who would be taking possession a few weeks later. The cleaners were let in remotely (I moved out of town) and trusted their guarantee(s), so I paid the bill sight unseen per their request the following day. When I arrived back at my property on February 25 my townhouse was freezing cold, registering 2 degrees despite the thermostat being set to 18. We realized that all the water lines (taps, toilets etc) were completely frozen. The furnace switch (clearly marked FURNACE) in the laundry room had been switched from ON to OFF. MaidPros cleaners were the only people in the residence while it was vacant. I incurred over $1600 in repairs to several appliances which were damaged as a result of the frozen pipes. I have called two managers (***** and *****) multiple times and get no response when promised. I imagine that if I do hear back, theyll deny the cleaners turned the furnace switch off, however; if there hadnt been any heat on between January 13 (my last day in the residence) and February 6 (the day they cleaned), they would have called to report the temperature not being tolerable (I could not stand in there without shoes & a winter jacket & a space heater). Interestingly they did communicate to ***** during the day to request more time to clean (she called me to authorize a longer clean as per their request) - if no report had been made by them about the temperature being uncomfortable to work in, the furnace obviously wasnt turned off before they arrived. In addition, part of their 49 point checklist lists fingerprints removed from all ...SWITCH PLATES, if they had completed the work per their guarantee, then that furnace switch would have been cleaned as it is a switch plate (similar to a light switch).

  Business response

  14/03/2023

  As ********************* stated, we cleaned her home February 6, 2023. There were zero complaints about the service, and we did not hear from her again until the end of February.

  - We had no access to the home after February 6, 2023

  - We have zero proof that no one else accessed the home in the interim (Feb ****, 2023). In fact, when ********************* initially called us to report this issue, she said "I already talked to the painter and he said he didn't turn off the furnace", so there has been at least one other party in the home in the same time period

  - We do not shut off - or even adjust - furnaces or thermostats. We have no reason to do so, and as the client said it is clearly labelled

  - ********************* left her home unattended and unchecked for over 3 weeks during winter.

  As was stated to ********************* on at least two phone conversations, she needs to contact her home insurance. They are welcome to contact us if they require more information.

  We do not accept any fault in this claim, and there has been zero complaints as to the actual cleaning service we were hired to do and performed.
  

  Customer response

  14/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: see ******** PDF in response to *****'s comments.

  Business response

  16/03/2023

  I will repeat, this client needs to contact her home insurance. She has damages unrelated to our service, incurred possibly weeks after our service, and in a home that was unmonitored and unchecked for weeks after the service. No home services company would accept responsibility for this claim. If her home insurance feels she has a valid argument, they will contact us and we will involve our insurance company. That is how insurance claims work.

  Posting bad reviews and consumer complaints in an attempt to circumnavigate insurance is neither factual nor fair business practice. It is coercion at minimum, if not insurance fraud or libel.

  Customer response

  16/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This is not a matter of filing an insurance claim. It is a matter of horrendous customer service. The many individuals who have been present or have witnessed how you and your company have handled this issue are equally as appalled as I am; many of whom are home service business owners themselves. So I do not accept you trying to coerce me into accepting your lack of accountability. 

  
  Sincerely,
  
  *************************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩