Maid Brigade

"Maid Brigade of Indianapolis has been servicing Indianapolis for over 10 years. We are on pace to clean over 4500 homes in 2013. We perform many different types of cleanings. We do one time cleans, move in/move out cleans and service our regular customers. We did service perform a move out/move in clean on the clients home on 9/23/2013. We cleaned the home and performed all tasks that the client requested. The client did a walk through the home with our supervisor when the cleaning was completed. The only complaint the client mentioned to our cleaning team was a ceiling fan (in a room with a high ceiling 25-20 feet) she wanted cleaned by hand like the others had been. Our cleaners explained that they could not reach it with our step stool and had cleaned it with a extended duster. The client ask the our cleaners to use her latter to clean the ceiling fan. Maid Brigade's supervisor stated it was against our companies policy (insurance does not permit us to do this) to get on ladders. The client was not happy and protested a little but ultimately understood that we were going to unable to clean it. Our client paid the ladies and they went on to complete their day. Maid Brigade's office called the customer for an additional follow up and to see if the customer wanted to book regular cleanings with our company. During the phone conversation the client began by mentioning her unhappiness the high ceiling and was again told that our companies policies do not allow employees to get on ladders taller than a step stool. At this time, the client also began to complain to list other complaints and wanted a discount. The client was told that Maid Brigade's policy was to come and verify and re-clean the areas that the client complained about. After all she just did a walk through with our cleaning team the day before and said everything was OK (except the high ceiling fan was not hand washed. This complaint was due the height of the ceiling fan and the fact we could not perform this tasks.) The client was not interested in having us come back to touch up the areas and only wanted a discount."

"The member did hire us for a move out clean for her apartment to be performed on 7/29/2011. Two days before the the cleaning(7/27/11), the member called to confirm her move out clean. She also let our office know the movers had already emptied the apartment and we could come any time on 7/29/11. The member also stated that there were a few items left that she did not know what to do with and if the cleaners did not want them to pitch them. On the day of the cleaning we arrived and cleaned the apartment. The cleaners did find some stuff that had been left and threw the items in the dumpster outside like was requested by the customer. The following Monday the member called the office to say that we did a great job cleaning the apartment and wanted to verify if a closet was empty when the team got there for the cleaning. The member told me she thought the movers lost or stolen the items because she could not find them. I told her that I would have to talk the my team members the next day because they had already left for the day. The next morning, I talked to my team members and they let me know that the closet in question still had items left in it and they discarded the stuff as requested by the customer in the dumpster. They told me they took out 5 or 6 total bags of trash to dumpster. They could not remember exactly what items were disposed of. The member called me back like I had asked her to and I told her what information I found out from my team. The member told me that the movers finally admitted to her that they missed the closet during the move and she did not catch the mistake either. I told the member that I was truely sorry for the situation but we were just following her instructions for the cleaning tasks she hired us for. We were hired to perform a move out clean by the member of her apartment. We had cleaned the apartment 16 times before this cleaning and had always followed the intructions correctly. On the 7/29/11 during the move out clean we followed instructions as well. Unfortuneately, a closet was not emptied by the moving company and the member did not catch the mistake either and we threw out the items like she requested. We really feel bad about the items that were thrown out but we were just following the instruction given to us by the member. Thanks, Lincoln Pagel Maid Brigade"

"WE FEEL THAT WE HAVE BEEN VERY FAIR IN DEALING THE MEMBER’S COMPLAINT AND THOUGHT THIS ISSUE WAS ALREADY SOVED WHEN WE GAVE HER A 10%% DISCOUNT FOR HER COMPLAINTS. WE WORK HARD TO MAKE SURE EVERY CUSTOMER IS SATISFIED WITH OUR WORK. WE CONTACTED THE MEMBER RIGHT AWAY WHEN SHE SENT THE LETTER COMPLAINING ABOUT THE 3 ITEMS THAT WERE MISSED DURING HER LAST CLEAN (7/15/2005). WE TALKED WITH THE MEMBER AND DECIDED TO SETTLE ON A 10%% DISCOUNT. SHE AGREED AND SENT HER A CHECK FOR THE PAYMENT MINUS THE DISCOUNT. AT THIS POINT, WE FELT THE SITUATION WAS BEHIND US. BUT NOW, 1.5 MONTHS LATER, WE FIND OUT THAT THE MEMBER STILL WANTS MORE FROM US. WE FEEL THAT SHE IS LOOKING FOR SOMETHING FOR FREE AND IS TRYING TO FORCE US INTO A SITUATION THAT IS NOT FAIR. WE APOLOGIZED ABOUT THE ITEMS MISSED, WE GAVE HER A 10%% DISCOUNT AND THIS IS ALL WE ARE WILLING TO DO FOR HER. WE CLEAN OVER 50 HHOMES A WEEK (2600 HOMES A YEAR) AND THIS IS THE FIRST COMPLAINT SENT TO ANGIE’S LIST IN A YEAR. THAT EQUATED TO 99.9997%% CUSTOMER SATISFACTION. THAT IS AN IMPRESSIVE NUMBER OF SATISFIED CUSTOMERS. WE WERE THE 3RD CLEANING COMPANY THAT HAS BEEN LET GO BY THE MEMBER. MAYBE IT’S NOT THE CLEANING SERVICES DOING THEIR JOBS, BUT RATHER THE MEMBER'S UNREALISTIC EXPECTATIONS. LINCOLN PAGEL, MAIL BRIGADE"