The Maids of Rochester

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unknown

Awful, Incomplete, unprofessional, missed sections, threw away some personal items.

I first hired them because of rave reviews from Angies list, and they did an excellent, thorough and outstanding job. This time, even with much less clutter, many areas were not finished. I am very disappointed and will look elsewhere.

Due to a concern we had with "germ-proofing" the house we asked if the team could dust/mop/clean with a mild bleach solution where appropriate rather than their regular cleaning solutions. Everyone from the person who first answered our phone call to the manager who responded to the team leader who led the team was very supportive and cooperative. I was able to work from home while the team did their work with a minimum of disruption of my work for questions or concerns. Well-managed team of excellent workers! Thank you!

Everything was fine. There were no problems with their cleaning services.

They’re very good.  They’re very fast and very thorough.  They send four women and they’re in and out in 45 minutes.  Their price is very reasonable and their quality is excellent.  Their responsiveness is very good.  They’re always on time.  4.24 organization.  I will use them again in the future.

Things we didn't even know were dirty are dirty no longer! The women who came to our house were quick, efficient, friendly and professional. We're so thrilled with the service, we barely have words except for these: booking a monthly visit by The Maids!

They are consistent with their performance and if there is a problem, I just need to call and the person in charge follows up with the crew that came.  They have the same crew so they are familiar with our home and what needs to be done.  Different crew all the time can get a little nasty.

The short version:I would recommend "The Maids" for occasional cleans, but am left puzzled and frustrated by the experience of contracting them as regular weekly cleaners. 

If anyone has suggestions - I'm looking for a regular cleaner!

The longer version:
I am a bit at a loss where to start with this posting.  I have used the Maids for occassional cleaning for several years now, and was always very please with the service, though they are pricey.  I found the staff to be pleasant and competent.

Earlier this year I contracted with the company to provide weekly cleaning, and they seemed happy to have my business.  Since I work during the hours their office is open, I tried to communicate my questions via emails and notes for the team.  The four-person team would spend about 1 hr cleaning the downstairs of my house (about 1500 sq feet, one bathroom, one bedroom).  Just my husband and 2 dogs.

The quality of the clean became erratic.  Areas would be neglected, sometimes right next to something cleaned perfectly.  I would come home to find items moved and not replaced, which resulted in my spending 30 minutes putting everything back in place.  A minor annoyance for a clean 1-2 time a year, but for every week is a bit much and something easily fixed.I would leave notes asking for special attention to be paid to certain areas but receive no written communication back when I came home, yet my requests left undone.

To be fair, the office staff tried several times to reach me by phone.  Unfortunately, I have a challenging time communicating on personal matters while I'm at work, and their office hours made it difficult for me to return calls.

I was actually not unhappy with the service, but was looking for improvements, largely due to the premium price this company charges.  If you charge a lot, you'd better be fantastic.  I felt we were working towards solving the problems.

This morning I received a very abrupt phone call from Jaylene - she called my work and my manager happened to be with me when the call came in, so I was unable to speak.  When I said this, she curtly informed me that she did not think we were a fit and that they would not be continuing the service.I was suprised. 

When I called later to inquire further, I encountered hositility that still puzzles me.  Her chief complaint seemed to be my use of email and notes to communicate, claiming there is "no relationship".  It's funny because I thought that was exactly what we were working on.  Her tone and manner put me on the defensive, and odd place to be when you are the customer simply asking for what you've paid for.

I should mention that as part of the "package" that was negotiated at the time I started the service, I was to receive a free clean after 13 weeks.  I was at week 11 - could this be the reason for the behavior?  It seems impossible that someone would want to sacrifice the long-term for something like that, but as I said, I'm at a loss to explain the hostility I experienced.

So, to sum up:  I would recommend "The Maids" for occasional cleans, but am left puzzled and frustrated by the experience of contracting them as regular weekly cleaners.

And if anyone has suggestions - I'm looking for a regular cleaner!