Maid Brigade

02/09/12

Poor Customer Service

by HappyPhillips at Citysearch

Before purchasing Groupn - I spoke with Greg to confirm that service could be scheduled in the AM (as no one is home in the afternoons). He confirmed that this was not a problem as long as I scheduled 7 days in advance. Given these assurances, I purchased a Groupon for 3 two- hours cleaning packages on 1/26. I called on 1/27 to schedule my first of 3 visits. Greg indicated that the first available day with AM appointments was Thur 2/9 and that I would be called 2/8 with the exact AM time. But when Maid Brigade called on 2/8, they told me I was scheduled for 3:30PM. Cliff, the owner, stated that requested times are preferences only and MB does NOT accommodate customer requests. His attitude was take it or leave it. So I left it and got a full refund from Groupon (who was shocked at their poor customer service...why offer a Groupon to get more customers if you don't care about accommodating customers). Essentially MB tried to pull a bait and switch (promised that morning scheduling could be accomodated but then refused to do it).

04/10/08

Very unprofessional

by michilafu at Citysearch

It was the first time ever I hired one of these services for my house, and believe me, I regret it with all my heart! It seemed to be the perfect company: friendly staff, a lot of phone calls and nice emails back and forth before the scheduled cleaning date. Finally, the cleaning day arrived. Three ladies came to my house (instead of 2, as I was told before), and in 2 hours the job was done. A supervisor came to check if the girls did their work properly, he pointed a couple of things that were not done (daughter's bed was not made, front door wasn't cleaned), and then left. Then, I started walking around the house and found out that a lot of the things that were promised to me were never acomplished: the trash in my kitchen was never emptied, the stove top was dirty and full of crumbs, my french doors and windows were not cleaned, etc. I felt really upset! Before the girls left, I asked them for the bill, but they said that I would get one from the main office, and that they'd let me know how much do I owe.

Two weeks elapsed, and I received an email with an invoice where they were charging me for 3 hours of work! I emailed them back and told them about the lousy job that I got, and that now I even had to pay for an extra hour! Somebody called me and left a message a couple of weeks later. Returned her call, never heard back from her. Almost two weeks later, the same lady called back, pretending that she couldn't reach me. She had the nerve to say that they were charging me for 3 hours because they sent me 3 maids! Like that was my fault!! The lady on the phone was more concerned about getting my money than taking responsability for their lousy work.I felt like a fool because they were charging me so much and the work wasn't even completed.

I gave the maids a pretty generous tip, as they kept complaining on the company's quality card, which is supposed to give them bonuses every month for good reviews. They said that the company rarely gives them any bonuses!

• Pros: Excellent marketing, ads
• Cons: Unprofessional, uncaring, bad communication.