Complaints

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired maid brigade of ********* for a move out deep clean of a house I just sold as per contract with the new owners. They broke items in the home and refused to fix them without being paid first. They did a sub par cleaning job according to the new owners of the home. When they took ownership they said the house was filthy and looked like it hadnt been cleaned at all. When I refused to pay until these things were rectified they charged a credit card they had on file from a previous service a month earlier I specifically asked them not to use without my permission.I stopped payment with my credit card company immediately. I said if they rectify the repairs and the poor job I would pay. They refused and said pay first then they would rectify it. I said I do not trust them to do this because they dishonestly used a CC I asked them not to to ensure payment even though the situation was not resolved. I have attached a text message from the buyers of my homes agent to prove the sub par job.

  Business response

  09/11/2023

   

  We completed a move-out cleaning for ******************** on 8/30/2023. One glass globe from the dining room ceiling fixture was accidentally broken. When one of our managers called to report this to the customer and discuss replacing the globe, and if necessary the fixture, the customer told her these fixture globes were hand blown glass, the fixture was hand made by an artist that died 10 years ago, it cost $3000, and he did not want this claim put through insurance, he simply wanted to be reimbursed the $3000. He also told us he did not have any documentation to prove this cost.  We quickly found the identical fixture on-line for $580.  We were reaching out that afternoon to the company to see if we could purchase a replacement  globe, (or if necessary we would replace the entire fixture) when the customer informed us he had stopped payment for the cleaning on the credit card. With regards to the wrong credit card being charged: Our notes indicate that when he booked the service,  he said he was driving, and that he would call back with a new credit card.  We did not receive the new credit card, and our system defaulted to the original number.  We are now at a point where payment has not been made. It is illegal to have services completed and then stop payment. I am unwilling to incur the cost of repair or replacement of this fixture if we have not been paid. This customer is not credible. He has been, and is being dishonest both with what he originally told us about the fixture, with stopping payment for the charges, with suggesting we were underhanded with charging his original credit card, and with his description of the cleaning.  

   

  Customer response

  09/14/2023

   
  I am rejecting this response because:

  I hired this company for a deep move out clean that I recently sold before the new owners took possession. They spent 5-6 hours in the home. They damaged items in the house and refused to fix said items until I paid. I requested repairs first they then charged a CC I specifically asked them not to use. After speaking to the new owners the house did not even look like it had been cleaned. They did a subpar job cleaning. There was dog hair on the baseboards and floor still. The cabinets were not cleaned neither was the fridge or stove. I did not get the service promisedz

  Refund; Pay for the second cleaning company I was forced to hire to do the job correctly.
  

  Business response

  09/14/2023

  Maid Brigade has been providing cleaning service in the greater ************** for more than 25 years. We enjoy an excellent reputation.  

  The initial complaint from the customer was regarding a broken globe from a dining room light fixture. At no point were we told of any issues with the cleaning, until this week when I received the BBB complaint. If we had been told, we would have been happy to come back and take care of any areas.   

  When  the customer scheduled service for this property, he told our rep. he was driving, and would call back with a new credit card. He never did, and our system automatically charged the cleaning to a card he had used previously. 

  When our office called to speak to him about the broken light globe, and offer to replace the globe and/or the light fixture,  his response was that he was stopping payment. It is illegal to not pay for services that are provided. 

  We have not been paid for the services we provided. . We certainly won't be paying for a 2nd cleaning by a different cleaning company. 

*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. ↩