COMPLAINT: Patricia Bell, Heath, Ohio

"I hired Merry Maids in Newark to perform a one-time house cleaning as a trial for regular service. The two women that cleaned my house did their jobs in a timely manner with professionalism, but I wouldn't recommend Merry Maids because of their office's mistakes. They didn't explain the payment method thoroughly. I specifically asked them if the [estimated] $148 was what I was supposed to pay the day of the cleaning, and they told me yes. It turned out they charged me $218 for the $73-per-hour rate. I called the office to explain the misunderstanding, saying if they had been clear about the pricing, I wouldn't have hired them."

DESIRED RESOLUTION: "I want Merry Maids to refund the difference between what I paid and the amount I thought I was supposed to be charged."

RESPONSE: Frederick LaRue, owner, Merry Maids [Newark, Ohio]

"We explained to the member at the bid that the first cleaning would be by the hour at $73 for a team of two cleaners for an estimated 4 to 5 hours. The member called us and told us she misunderstood and felt we were only going to charge her the $148 weekly fee [for regular service]. We gave her the option of having the cleaners leave after the appropriate time was reached and pay only $148, or to have them complete the work and pay the hourly rate. She was not happy but she had the cleaners complete the work. While we are sorry about the misunderstanding, we feel the agreement is clear. As a gesture of goodwill, we will refund the difference to the member."

STATUS: Resolved