Complaints

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For 8/26 I had requested Molly Maid services to clean a house that was moved out of. Prior to okaying services I asked and had phone conversations twice about cleaning services. I was told based on the square footage (1191) the base price was $125 and should not take no more than an hour and a half. The two ladies that was sent to clean were fairly nice, but took two and a half hours to clean. I asked twice how long or what else needed to be done. They explained. When it came down to the kitchen I told them not to clean the oven, for one because they were already in the house for two hours and secondly, I forgot to turn on the oven's self-clean the night before. After the two and a half hours, one of the cleaners stated she would return as she would need to contact her manager for the rate. She returned and gave me a slip for $225. I asked about it because I need to go to the bank to move money. I was told I did not have to rush because I can discuss the pricing with their manager on Monday. I called on Monday and received a phone call back from *******. I explained to her that I did not agree with the amount due as I was told, not once but twice that the house should only take an hour and a half to clean. The second time I called, I was told the cleaners were running behind and the job should not take more than an hour and a half. Explaining this to *******, I wanted someone to come out to determine if the time spent cleaning the house was necessary. I was told, "I can come out there, but it's not going to change anything." I asked if there was information for corporate that I may contact. I was then told, "I don't have it on my right now, but you can research it and we are privately owed." I asked by whom and for their information. She gave me the name of ********* ***** and said she will have someone contact me. Unfortunately, it did not stop there. I contacted ***** ******** and spoke to *****. She was very rude. My card was charged unauthorized.

  Business response

  09/09/2022

  9/7/22

  Complaint #********

  To whom it may concern:

  ****** ******** scheduled a one time clean online through our online scheduler on 8/7/22. This means she went online, entered her info and was given a range the clean would cost. The range provided online was $175-$275.00. (Attachment 1 is what the customer filled out along with the range provided online)She verified price everything was good and picked a day for her clean. (Aug 29). Prior to the clean my office manager called her to confirm the date, go over pricing and collect a credit card number. I have listened to the recording of that call. At no point was the price $125 ever mentioned.  I am unsure where she got the price of $125 but it is not mentioned where she signed up online nor in the phone call with ******** She was told it is $50/per maid per hr. That most homes that size run between 1.5-2.5 hrs. with a min charge of $150.00. She called the day after her clean to complain about some items not being done including the oven. She wanted us to come back out and clean those areas at no charge. ******* explained we cannot do that. She was rushing the team and mentioned she didn’t want it to go over 2 hrs. She asked them to skip the oven as well as some other areas to keep time low. We did not charge her for the work we didn’t do so if she’d like us to come back we would need to charge her for it. At this point she became angry wanted to speak to corporate which ******* did tell her she didn’t have that number that she would have the owner call her. Before I was done talking to ******* ** ******** called my office and spoke to ***** and that is when she started arguing about the price. We charged her what she agreed to. I did follow up with an email to her since I did not get a chance to speak with her. I have included that email as attachment 2. She did not respond to me at all. I have attached her original quote as well as my email to her that she did not respond to.

  Thank you,

  ********* *****
  ************

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