Complaints

• Initial Complaint

  25/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  A maid cleaning service was scheduled for Feb 29th, 2024 for 8 man hours of work. This was then rescheduled to March 4 because the cleaners were late and did not arrive during the morning window, which was a great inconvenience to me. Here is a summary of the service I received on March 4:- A cleaner was sprayed on the interior of the oven and was not wiped clean at all. It became caked on and required extensive scrubbing. The bottom oven has never been used, so I am unsure why they decided to clean it, it looked like they changed their mind halfway through. The upper oven wasn't wiped down well, cleaner also dripped between the glass of the door now I have to get it serviced. The oven also smelled after use.- A hook in the laundry room was broken off, no one even let me know.- Bleach (or some other chemical) dripped on the toilet seat, permanently discoloring it.- The bedroom fan was dusted, however all the dust and debris was left on the bed and not cleaned up.- The bathroom tile was not scrubbed/deep cleaned to our satisfaction as requested.- The cleaners were 45mins late for the rescheduled appointment.In addition to the above, a walkthrough was not performed. The cleaners just left. I attempted to resolve the issue with the company by email the next day (March 5th), the 8th and the 22nd but have not received a response. The company advertises a 24hr service guarantee, where they will come back to address any deficiencies within 24hrs, but they did not honor that. Photos of the damage were provided to the company.I was willing to work with this company to come to a resolution, but I feel my concerns have not been taken seriously. At this point I simply want my money refunded in full due to the poor treatment I have received. If a response is not received from the company I will seek to reverse the charges through my credit card company.Thank you,

• Initial Complaint

  04/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 22, 2023, I made an online purchase for a move-out clean. I paid $294 (receipts attached) and scheduled the cleaning for Sunday November 26, 2023. The night before they were to attend, I received an email from the business cancellation my *************** This was the only reason why I hired this business as it accommodated my childcare. There was no mentioned of any remedy of any sort. I cancelled the service and was informed I would not immediate obtain my funds as it would be 3-9 days. As of December 4, 2023, I have neither received any correspondence nor the return of my funds. Their business ethics do not align with anything related to appeasing customer complaints. This was an electronic funds transfer and their policies do not allow them to hold these funds to cause a financial issues to the consumer. My policy is if they cannot perform the agreed service, my funds shall be returned immediately.

  Business response

  15/12/2023

  Cleaners were not available on the Sunday that client initially wanted to clean. Once we learn of this we immediately reach out to the client and advised him of the options to reschedule to earliest time Monday morning or refund. He asked for a refund which we immediately sent over to the accounting department to process the following business day.
  Client was sent refund notification and has been refunded. See attached photo. 

  Business response

  19/12/2023

  Cleaners were not available on the Sunday that client initially wanted to clean. Once we learn of this we immediately reach out to the client and advised him of the options to reschedule to earliest time Monday morning or refund. He asked for a refund which we immediately sent over to the accounting department to process the following business day.
  Client was sent refund notification and has been refunded. See attached photo. 

• Initial Complaint

  31/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We booked a move out cleaning with Mango Maids based out of **********. Two weeks prior to the cleaning, we got in contact with a different and more highly recommended cleaner at a lower cost. Despite the abundant notice given, any cancellation made at any time for any reason prior to the scheduled cleaning (with no cut off date) results in a $90 cancellation fee. Which is outrageous by itself. But, the way they process the refund is by sending an additional invoice for this cancellation fee, essentially holding the initial charge until that is received. We paid this and it was more than a week before the initial charge was refunded. When it was refunded, it was not refunded in full. The mandatory $78 dollar tip was left off of the refund. We have requested this balance to be refunded upwards of 13 times on 13 different phone calls. We are always assured that the refund has been made and is being processed but it has not. They refuse to send a confirmation email or any documentation showing the refund. What is more upsetting than the missing money is the fact that this seems to be a scheme, there are several complaints regarding the refund fee and process online. There is no reason why there should be such an enormous fee when people are giving weeks of notice for the cancellation. Then they say that the reason they have to send an additional invoice is because they cannot do partial refunds through their system. Then they proceed to do a partial refund only. They use a Shopify platform for their website, which is the same platform we use for our business. You absolutely can do a partial refund through shopify and I believe they are sending refund invoices because it reduces the risk that people will be able to request a charge-back through their bank or credit card company.There is no other company with this egregious refund policy, it is outside of the norm, and it feels like a money grab,We want to bring this to light as well as finally get our money back.

  Business response

  30/11/2023

  Prior to all clients checking out, it is imperative to review our terms and cancellation policy conveniently located just above the booking button. If a client books a service and cancels after  24 hours, a cancelled charge will be incurred. 
  

  Once a client reaches out to cancel a service, this information will be sent out to the accounting department. They will promptly initiate a refund process, while we inform the client that it may takes **** business days for the refund to be processed. For your reference, please find attached a screenshot confirming the full refund provided to the client, as well as an email sent to the client showing that the refund is processing.  Also a screenshot of our booking checkout page with cancellation policy just before checking out. 

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The transaction occurred on ******* **** ***** **** in *******, *******. My husband and I had moved out of our rental unit at #******************************************************** I hired Mango Maids to clean it for us. The unit was vacant, this was a standard move-out clean that cost me approximately *******. Two workers arrived from Mango Maids that afternoon, and I left the unit to give them time and space to clean. The workers from Mango Maids somehow discoloured/bleached the top of the kitchen counter. I'm assuming it was the product they used; it was too harsh. There were traces of a white powder left on the countertop as well as the stovetop. My landlord is not happy, he believes the countertop needs to be resurfaced. I contacted Mango Maids on the evening of ******** **** **** via text with pictures. They apologized and said they would escalate the issue to their Resolutions Team. They also said they would compare the pictures I provided them with with the ones their workers took while doing the move-out clean. I called/e-mailed/texted everyday after for the next four days. When they respond, they simply say they will get back to me shortly. I just want them to address this issue. I would like for them to come to the unit to take a look, and either fix the countertop themselves or pay for my landlord to.

  Business response

  09/07/2023

  We received a complaint from the client regarding the discoloration of the countertop. Our cleaning staff follows strict guidelines and avoids using harsh chemicals, especially in the kitchen area. They primarily utilize soap, water, and Lysol for disinfection purposes.
  
  As part of our standard procedure, we request our cleaners to take pictures, not for public posting, but to protect themselves in case of any future complaints. In response to the client's concern, we promptly reached out to the cleaners and requested the pictures they had taken, along with details of the cleaning agents used. They confirmed that only soap and water were used during the cleaning process and insisted that such a mild solution could not have caused any damage to the countertop.
  
  Additionally, upon discussing the issue with the cleaners, they explained that the spot on the countertop in the kitchen was already present, and they had simply wiped over it assuming that the client was already aware of it. The cleaners would have immediately noticed and reported any damage to the area, as clearly depicted in the pictures they took.
  
  We have informed the client about the cleaners' response regarding the use of soap and water. It is evident from the pictures that the spot was already there on the countertop, reinforcing the cleaners' explanation

• Initial Complaint

  23/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a move out clean ingservice 7 weeks out from when I needed it done. The website and quote did not it indicate they were taking a full deposit of the payment when I provided my CC info for booking, yet they did (it was over $*** dollars). The website, quote and booking screen also did not show any sort of cancellation fee. They then took a 100% payment on my credit card; silly me assumed the CC info was just for holding the appointment. As soon as they took full payment I got worried. I read the ****** reviews online. I got concerned - there were MANY bad reviews around move out cleans. The reviews all stated the package quoted turns out not to be a package quote and the company calls clients saying cleaning will take more hours than expected and further payment is required upfront to finish the clean. I sent an inquiry to Mango. The company responded the reviews were wrong - people just didn't give proper details in their bookings (the booking system asked very detailed and straight forward items to outline what cleaning needs were, so the response felt empty and fake). It's normal to have a few poor reviews, things go wrong sometimes, but ****** has dozens of such reviews. I then emailed them asking them to cancel my appointment the next morning. They then told me cancelling was subject to a $** cancellation fee. There was NO cancellation fee findable on their website, in their quote, or their booking info they sent to me. I understand a cancellation fee close to an appointment is fair (they may've passed up other jobs due to mine), but 7 weeks out is ridiculous - they had not passed up the opportunity for any other appointments at this point in time. They kept telling me the fee was disclosed when I booked. It was not. I went through the steps again to book to check and it still did not show. Mango cancelled my appointment finally after some back and forth, but have not refunded me any money and now are no longer responding to my follows up.

  Business response

  04/04/2023

  The client was advised via email that we are not denying refund. There are policies and procedures in place and the issue is escalated to appropriate departments heads for processing. Refunds are process within **** business days. 

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My appliances, stainless steel appliances, were polished but left very streaky, the glass stove top still has things stuck to it, they missed cleaning behind the toilet in the master bathroom, as well as mopping near the entry to the master bathroom.They charged me almost $900 to clean our home top to bottom including carpet cleaning when they were only in our home for three hours and did not complete all the work requested. I also made it very clear that we had painted and filled our walls in preparation for selling the house and that they didnt need to worry about any cleaning of the walls or baseboards or anything like that.They did manage to ding two of my walls though so now we had to delay putting our house up for sale so that we can repair them. I did provide photos in an email to the company and they have not addressed it. They offered me two man hours of cleaning when I requested my invoice, it took them two days to get me my invoice. However they have failed to address that they damaged our walls still, after requesting an invoice I learned that a move out cleaning can be a *** of six hours, and that carpet cleaning can be a *** of three hours. So Im very confused why my invoice does not reflect that they were only in my home for three hours and did not complete what we asked them to do, what they said that they could do when I talk to them on the phone.They state on the invoice that extra hours are $88 an hou When I requested a refund they said they could only give me a credit, its hard to trust them to come back and not damage more of my walls. When I finally agreed that a credit would be OK and requested three-man hours credit rather than two, (as per the invoice I received I have actually paid for those hours and did not receive that I am extremely unhappy with my service both of the cleaning of my home and the customer service that I have received so far happened in july, I have no resolution and have not heard from the company since Aug

  Business response

  26/01/2023

  The client was quoted 6 man hour for 2 people 3 hours each with extension if time isnt enough. Client did signed off on that. The client did a walk through with the cleaners and signed off that the clean was done to satisfaction. Days later the client reached out to say her walls were damaged and clean wasnt done properly. We sent her a letter of resolution to do a reclean even though she had salt sent someone to do a walk through who had signed off. Client say she will only accept a refund. Per policy we offer a reclean and if that is not accepted we will give her a credit on file. Client says she will accept a full refund. We will still honor her credit on file. I have ******** file with messages from her stating that the clean was good only a few missed areas which we were willing to go back and clean per policy. I have more attachments to add.

• Initial Complaint

  26/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of service to be perfomed was August 22,2022 Total amount paid was $1425.83 Work to be be done was a move out clean in a residential house The ladies from Mango Maids showed up on time for me to let them in. I let them in and went home. After a few hours , the office lady phoned me and said her ladies required another 2 hours to finish cleaning the house and that I had to pay up front before they would continue and that charge was $184.40. The Total I payed for their services was $1425.83. All was fine until I walked into my house the next morning to find that they did a absolutely terrible job on cleaning the house and cleaning the carpets. Carpets were still stained, toilets were filthy, baseboards still had dust on them, base of toilet on floor was disgusting, window ***** still filthy.I called and texted the office and showed photos of the poor job that the cleaning ladies had done.After looking at the photos that I sent her, she agreed the it was still dirty and she would send the team back out to finish cleaning properly.Fast foward to August 24, 2022. I met the cleaners at the house and it was the same 2 ladies that did the prior clean. One lady asked me to show her what part of the clean job that I wasn't happy with. I told her that I wasn't happy with any of the cleaning. I took her to 1 toilet and asked if she cleaned it and she said yes, that was a lie as the toilet is still digusting.Getting very frustrated with her , i showed her the dishwasher, stove and fridge that were still dirty and that is when she changed her story, she began blaming her managers for not giving them enough time to do the job, I said that is funny because I payed for extra hours for them to be able to finish the job. The 1 lady then said to me,atleast it is a little cleaner then before!Before getting more frustrated I told the ladies to leave because I could not trust them to do the job right.I informed their manager and she said no refund because i sent the workers home.

  Business response

  07/09/2022

  This client had let us know of his dissatisfaction of the service provided, as per our policy we do not offer refunds on services rendered but do guarantee the service.  We had sent a team back to clean the missed areas and we ask the teams to assess the situation upon arrival as you can only base so much off information provided on the phone i.e.. Condition of home especially kitchen and kitchen appliances and bathrooms. The client had turned the team away during the reclean and our operations manager offered a 3 man hour credit on file, making an exception as we want to the client to be happy at the end of the day, keeping in mind our policies and procedures set in place for these types of situations. With that being said we have declined his request for a refund and will honor the credit if he changes his mind.  

  Please see doc with text between client and operations. 

  Customer response

  07/09/2022

  
  Complaint: ********
  
  I am rejecting this response because : Here is the whole story.

  I hired Mango Maids to do a move out clean, and to clean carpets for August 22 , 2022. I had to pay up front for both services, $740.78 for move out clean and $530.25 for carpet cleaning. The ladies from Mango Maids showed up on time for me to let them in. The office lady phoned me and said her ladies required another 2 hours to finish cleaning and that I had to pay up front before they would continue and that charge was $184.40. The Total I payed was $1425.83. I walked into my house to find that they did a absolutely terrible job on cleaning the house and cleaning the carpets. Carpets were still stained, toilets were filthy, baseboards still had dust on them, window ***** still filthy.I texted the office and showed photos of the poor job that the cleaning ladies had done.After looking at the photos she agreed the it was still dirty and she would send the team back out to finish cleaning properly. August 24, 2022. I met the cleaners at the house and it was the same 2 ladies that did the prior clean. One lady asked me to show her what part of the clean job that I wasn't happy with. I told her that I wasn't happy with any of it. I took her to 1 toilet and asked if she cleaned it and she said yes, that was a lie as the toilet is still digusting, I then showed her some window ***** that were still dirty and she said that she cleaned them aswell. I showed her the dishwasher, stove and fridge that were still dirty and that is she began blaming her manager for not giving them enough time to do the job, I said that is funny because I payed for extra hours for them to be able to finish.The 1 lady then said to me , atleast it is a little cleaner then it was before. I told the ladies to leave because I could not trust them to do the job right and I did not want to get any angrier with the situation .I informed their manager that I told their employees to leave my house as I was very frustrated and that I wanted a full refund.The manager said she would not refund me because services were rendered and that I told the ladies to leave. I asked her to come look at the work that was done to see if it was acceptable to her but she said no refund and I cannot get ahold of her anymore. They finally emailed me back on September 6, 2022 and offered me a 3 man hour credit, I refused the credit and asked for a minimumof 50% refund because I did not need there services anymore as my realtor walked through the house and was disappointed with the clean job and payed out of his own pocket to have have his cleaners come in and properly clean the house. Before I called the realtor I had asked the manager of Mango maids to come and see if the cleaning was up to their satifaction but I never heard back from them. So in all of this , I will not accept their offer for a 3 man hour clean and I will.accept not less then a 50% refund on the total price paid $1425.83.  They said they do not orrer refunds for services rendered,  but when sevices are not even half rendered,  I believe that I should be refunded.

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

• Initial Complaint

  26/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday 21 July 2022 I hired mango maids for $498.75 to complete a full move out clean of a 900sq Ft apartment. I booked them 2 weeks in advance for this clean and was promised they would arrive at 8am to do so as our move out inspection was at 2pm. They rescheduled several times within the 24 hours leading up to the day of the clean. I called several times to rectify this issue which ultimately ended in being scheduled for 8am once again. We arrived at our home at 7am waiting for the cleaners who did not arrive. After several calls we were told they would now show up at 10am, they did not arrive until almost noon. This gave them 2 hours to clean the apartment which was entirely unacceptable and left me paying the 498 and receiving less than the 2.5 man hours of each worker. This resulted in a less than unsatisfactory clean. After calling and requesting a refund they lied to us regarding the signing of a document stating we cleared the clean, as well as did not offer an acceptable solution to our complaint. We have not been reimbursed any of the full amount and services were not rendered in full.

  Business response

  02/08/2022

  ***************************** had services rendered July 21, 2022

  We have a 2 hour arrival window just incase of extension or emergencies. On this particular day the team had arrived late but had completed the clean (5man hours booked) The client signed off on the walkthrough but later complained about missed areas. We had sent a resolution letter but all options to resolve were declined. We would be happy to give her a credit but as per our policy if she has declined the reclean we cannot offer refunds on services rendered.

  At this point we are still willing to honor the credit or work with the landlord to resolve but have not reached a resolution within our policy that will make the client happy. 

  Customer response

  03/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  the information in the statement provided by mango maids in response to my complaint is false. I am requesting proof that I or my wife who was also in attendance signed off on any document stating the cleaning was done to our satisfaction.

  We also did not receive the 5 man hours as stated; the cleaners did not arrive until **** knowing they would have to be off the premises by ****. This meant the cleaners had to vacate at **** leaving them only 1 hour and 45 minutes each. The unit we hired them to clean was not cleaned as promised and as a result my wife and the inspector were forced to complete the job. 
  

  i cannot accept a re-clean as we no longer have the property, I cannot accept a cleaning credit as I have no way of using it. I will accept the monetary value in full of the credited clean in cash deposited to the account I originally paid with.

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

  Business response

  05/08/2022

  Please see the ******** documents. 

  The team had spent just over 5 man hours as per the time stamp. 

  Our policy is that we do not offer refunds on services rendered and if any areas are missed we will go back at not charge. Alternatively we will offer a credit in certain situations if a re-clean is not possible. We are also willing to work with the landlord to ensure the client does not experience any loss of damage deposit.

  Being that we can see the services have been rendered there will be no refund generated, at this point we have offered all possible resolutions that have been declined by the client and will honor them if the client changes her mind. 

  We can be reached by email or phone if ****** would like to accept the credit on file as we would like an opportunity to resolve within reason and based on our companies polices set forth for situations like these. 

   

  Mango Maids

  Customer response

  11/08/2022

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

  the services were not rendered as promised nor on the schedule promised.

  I am again requesting the business provide proof in the form of documentation with regards to their claim that we signed off on the clean being completed.
  

  I am unable to accept a re-cleaning as we no longer live in the property they were hired to clean. I also cannot accept a credit as my current residence has just completed construction and does not require it. The services provided by the company were not satisfactory nor were they close to what was provided. It is also my belief the time stamp represented in the supplied documentation does not reflect the time of arrival at my residence or departure. The cleaning crew was under the understanding they must be out of the apartment no later than **** and were asked to depart no later than **** to ensure they had left prior to our inspection. This leaves less than 5 hours (2.5 hours per cleaner) for cleaning. They did not complete the specific requests made, they did not complete the job (refer to my previous Correspondence), they did not provide the service on time or to the level promised. Therefore a refund is the only possible resolution and as I did not receive what I was lead to believe I was paying for, a fair resolution.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $682.00 May 30 for a move out clean May 31. The price was based off of a verbal conversation with customer service. I received a text message May 30 evening from the cleaner asking to show up for 7am, I asked for 8am and agreed upon 7:30am. The cleaners did not show up, I called and texted the cleaners number from the day before and received no response back. I called customer service who could not give me an answer and had to call me back. We found out they have 2 sick teams and wont have someone by until 10am. It should not take a customer to call and find out what is happening when the cleaners dont arrive if they are short and have sick calls. **************** would be to call the customer to inform them. The cleaners showed up at **** we arrived back to the house at 4:45pm and the cleaners were gone without finishing the entire basement, 3 bedrooms and a full bathroom. As per the contract I received it says I have a basement. I called customer service who could not give me a refund or send anyone back to finish the job. I have to wait ************************************************************************************** any sort of compensation for a job that was not complete. No one should be expected to pay $682 before a job is complete to walk into an incomplete job and not get any sort of help from customer service at that time. Since we also had to wait an additional 2 1/2 hours for these cleaners to show up at the house we lost 75% of our food that my husband had empty out of the fridge and freezer expecting these people to be here at 7:30 in the morning. We will not be using the services again and I would like a full refund for the inconvenience this company has given us today. They did not fulfill the contract that we have. We now have to go in and rush clean the house ourselves this evening when our keys are supposed to be turned in this evening.

  Business response

  13/07/2022

  ****** had reached out and we responded with a potential resolution and she had declined this option. Our policy is no refunds for services rendered, we do offer a re-clean free of charge and sometimes a credit if the reclean does not work. This client refused any option for resolution that we had proposed. After declining the resolution she had later accepted as we would be willing to honor it and she ended up rebooking and we gave her a 4 man hour credit which she has used. 

*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. ↩