Mobile Maid Service

Beginning 1/1/20 we employed Sherri Braithwaite and Mobile Maid Service for 11 cleanings in just over 2 months. After numerous attempts to amicably address service issues and unfulfilled commitments, we regretfully offer the following facts to inform current and future potential clients.

• Sherri uses PayPal “sending money to Friends and Family,” not “goods or a service,” so there is no PayPal Purchase Protection for the payer.
• Our average customer (renter) rating declined during the short period of her service, with citations of repeated issues with cleanliness and advertised supplies repeatedly not restocked by her staff. Our own unplanned stay confirmed the same, for example:
o The master bath was covered in (presumably pubic) hair and the second bath was covered in mold (pics 1-2 attached).
o The hardwood floors were not clean, including chips and candy on the floor.
o Doors and windows were repeatedly left unlocked despite us addressing the issue with Sherri. Sherri informed us “[they] do not climb around and check.”
o Beds were not made properly, with pillows and blankets piled on the floor of the downstairs closets.
o The dryer lint trap was clogged (a fire hazard).
• Sherri reported “all is clean and well” after every rental despite renter issues, leaving no recourse for the Owners and a degraded experience for follow on renters. We emphasized repeatedly that we are willing to pay for extra cleaning services, but they must let us know if there is an issue.
o Animal(s) had peed throughout the house, requiring us to steam clean the entire carpeted area. For example, the pee stain found in the bedroom (pic 3 attached).
o Trash was not bagged as required and therefore not picked up by the trash service, leaving it to rot in the trashcans indefinitely (pics 4-5 attached).
o Kitchen appliances were not checked for cleanliness (pic 6 attached). *Note: Sherri did offer to clean the oven free of charge, but two renters had to notify me of the issue prior to that cleaning.
o Despite labels for every item and direction for renters to put all items back, the kitchen was left in disarray and multiple items were missing.
• Sherri committed to letting us know when supplies needed to be restocked, but did not follow through leaving us without paper towels and with limited toilet paper during the onset of COVID-19.
• Multiple times Sherri promised she would clean our home herself to ensure correction of the issues. There is no evidence that she followed through on this offer and clear indications to the contrary. Her staff submitted post-cleaning video walk-throughs, one of which was given to us; a 1min 28sec video, which lacked detail to alleviate the above concerns.
• Sherri provided numerous, written, commitments to “clean free of charge due to the issues [we] endured and [that she would] schedule that immediately.” She terminated her service to us the next day after her last offer to do so. As such, we requested a refund of one cleaning fee. She refused to do so.
• Sherri, or a member of her staff, returned all but one of our extra bed sheets they had taken to launder. They were returned in a trash bag reeking of smoke, requiring multiple washes to return to a usable state, which was yet another example of the unprofessional behavior displayed by Sherri and her service.

Aside from the basic assumption of professionalism, clear communication, responsiveness, and follow through, an acceptable level of cleanliness from a cleaning service should be expected. That is not what we received. In a time when cleanliness is of utmost importance, we would even moreso encourage anyone considering Sherri Braithwaite or Mobile Maid Service to seek another option.