Complaints

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PROPERTY DAMAGE, POOR SERVICES NO RESPONSIBILITY. On April 4, 2023, Molly Maid delivered a new team - though our agreement was for the team I had utilized for nearly a year. This team didn't follow my instructions, left dirty floors in a high-priority place, BUT worse they damaged the property. I came home to the front door rubber stop scrunched and the sealer was broken. The door didn't close. I got on my hands and knees to push it back and the door does not close right. Has to be forced. The master bathroom sink stopper handle was broken and stopped - so the water will not drain. I called immediately and sent the video and photos clearly showing the damage. We discussed a possible refund or they would send out someone to fix it but needed to talk to the cleaners. The cleaners said there was an issue with the bathroom sink stopper but they thought it was wear and tear. And the door was fine according to the cleaner. For this reason, I was to pay the full price of 151.50 (they ran it) and they would not fix the issues. I guess the cleaners are home experts with the authority to undermine the customer's damage report. And yet here are the things Molly Maid promises when a customer trusts them with their home... ....... What the business committed to provide: We're insured. We work with our customers' preferences. We offer a satisfaction warranty. We offer Molly Maid’s 24-hour Clean Warranty on all our services. All our employees go through background checks before entering any home. We also carry workman’s compensation, which protects your home from liability while the maids are cleaning. ..... They did not honor their promise. I had trusted the team they provided previously. They did not tell me they were sending another team. This team damaged property and did not follow instructions on priorities and there was still significant dirt. I can't use my sink. The door stop doesn't work. I'm paying full price AND for the damages they caused. Full refund is requested.

  

  Business response

  04/06/2023

  Customer was VERY upset that we sent a different team. Molly Maid never guarantees the same team but we do our best to make that happen. Over the last year the customer has had 9 cleans and 5 of them were with the same team, 4 with different teams. We can not and would not guarantee that the same team is sent.

  The customer was on an hourly rate and had approved only 1 hour and 15 minutes. Our guarantee is to clean your home from top to bottom and if we miss an area, we will gladly return to clean the missed area. However, when the customer imposes a short time limit it is nearly impossible to fully clean a home to our standards.  Under these circumstances, we clean what the customers ask us to clean. Additionally, this apartment had not been cleaned by us since January; thus, 1 hour and 15 minutes is often not enough time considering the time since last clean.

  As for breakage, the maid said the sink stopper didn't work properly when she arrived. The maid said it didn't move easily so she left it alone. She said she could not have bent it since she didn't even use it.  As for the "front door rubber scrunched" that prevented the door from closing, the other maid said the door closed normally when she was there. Additionally, we never use heavy rope mops are any heavy equipment that could damage that.

  We also did our best to send you English speaking maids like you requested.

   

  Customer response

  07/06/2023

  It’s unfortunate that this business does not tell the truth or follow through with their promises. The evidence is clear that I have laid out. There is nothing more to say except that I hope others take into account that Molly Maid in Oro Valley will break things, not fix them and do a poor job and charge you for the service then deny the property damages. If you have come to trust a team, don’t do that because you may get another one that destroys property and lies about it. It’s criminal of this business to operate this way and take no responsibility. 
  

  

  Business response

  07/07/2023

  We take all customer complaints very seriously. Please contact the office so we can work with you to resolve this matter. We look forward to hearing from you.

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