Complaints

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On the 26th of February, a written quote for move-out cleaning services was requested from Molly Maid. Our agreement was based on the understanding that the services outlined in the attached quote would be provided.On Saturday, the 9th of March, the cleaning services commenced at 8:40 am. Approximately 3 hours and 25 minutes later, ***** from Molly Maid contacted my husband to request more time for the cleaners to complete the job. Specifically, it was communicated that the window blinds, kitchen, oven, and non-carpeted floors (kitchen, 2 bathrooms, and living room) still required cleaning. Furthermore, we were informed that the cleaning crew had completed cleaning tasks such as the ceiling fans (total 5 ceiling fans), master bathroom, baseboards in the entire home, laundry room, and some window seals. It was evident that the crew did not complete all the tasks within the 3.5 hours they were present. We realized this when we inspected the house after they left and found some areas that still needed cleaning. Attached to this complaint, you will find date and time-stamped photos of the uncleaned areas. The requested additional hour would have brought the total cleaning time to 5.30 hours. It was outrageous to charge for the initial work that was not done, as communicated despite the presence of a 2-person cleaning crew. We were very dissatisfied with the cleaning job as it failed to meet the quoted service standards. Moreover, we possess photographic evidence from Molly Maid that demonstrates the presence of uncleaned areas on the same day. Do not feel it fair to charge for an incomplete cleaning. We have since moved from this home and want a fulll adjustment, as we had to clean behind the service company Molly Maid of **********.

  

  Business response

  03/26/2024

  Dear BBB and ***********************,
  
   
  
  Please see the attached pictures and response in complaint ID ******** as we were having difficulty proceeding with the online portal.
  
   
  
  Our Response:
  
   
  
  ********************************* called in and inquired about a move-out cleaning on 2/26/24. We provided an over the phone quote that was also sent in an email format (which Mrs. ******* submitted as evidence) and the quote provided was our Mon-Fri hourly pricing and was quoted 3-4.5 hours for a move out cleaning. ****************** called our office on 3/5/24 around 1:30pm stating he was ready to book the cleaning but just had the carpets cleaned and only wanted us to clean the ceiling fans in the bedrooms. At that time, he chose to book the cleaning on a Saturday (3/9), and we informed him of the difference in pricing as well as our 3-hour minimum on Saturdays, he agreed.  The representative at the time assumed it would take 3-3.5 hours (as sent to customers email on 3/524) with the impression that we would save time since not doing a full cleaning in the bedrooms and because ****************** said the house is in good condition. However, the original quote provided on 2/26/24 was 3-4.5 hours. We explain to all our customers that since we are providing an estimate over the phone and the property is sight unseen, that cleaning time/cost all depends on the condition of the home, which is also reiterated in the email(s) the customer received. Unfortunately, we did not receive any pictures regarding the quality of cleaning and/or were never informed that there were areas not cleaned to their satisfaction. ****************** was corresponding with the office manager during the cleaning, and he mentioned that his wife would not be happy about team needing additional time (up to 5.5hours) so the manager applied a $50 coupon to help with the cost out of courtesy. 
  ****************** declined the teams request to complete the cleaning at the charge of 5.5 hours, but he did confirm/approve the additional time and cost for 4.5 hours. Since the team was not allowed the 5.5 hours to continue cleaning, we informed him that there would be some areas they would not fully complete. ****************** said he was very appreciative and understood this additional time may not be sufficient to finish the cleaning. That is when he instructed us to not clean anymore baseboards, blinds, or inside cabinets/drawers in kitchen either. Our satisfaction warranty states "if you (the customer), are not completely satisfied with any area we have cleaned, and as long as your account is paid in full, simply notify us by the end of the next business day and we will happily re-clean this area. Please know that under this warranty, re-cleaning is your only remedy". The warranty is verbally provided at the time of booking, before getting credit card information, and reiterated in the email(s) as well. Then *************** called and spoke to our office manager asking to please communicate with her going forward and requested pictures once the team was done cleaning in case her landlord had any disputes. Also, something the office manager did as a courtesy and sent those pictures from her personal cell phone to ***************. Those are the same pictures we have submitted as evidence. We informed *************** that they were not able to finish mopping the floors due to the timing/budget constraints. 
  This BBB complaint is the first of our office hearing there were areas not cleaned to their satisfaction. If we had been given the opportunity to send the team back out to re-clean or even provide a refund (even though against warranty) I am confident we could have come to an agreement with ****************** and ***************. Please see the pictures and video that we submitted for further review / evidence, as we do not see any quality issues. Regardless, we are only able to collect $125 total as payment so far and the customer still owes $418.55. We ask that the customer see the $50 as a discount as they have not even paid in full for services rendered at their home on 3/9/24. Our satisfaction warranty and pricing was mentioned to ****************** verbally and in the emails for ***** to review over 5 times. The follow up email sent to them on 3/11/24 also mentions to please let us know of any feedback regarding the service they received. We then followed with a phone call to ****************** on 3/12/24, in which we left him a voicemail asking him to call us to discuss payment as the credit card declined. We have not spoken to the customer(s) since the day of the cleaning, 3/9/24, and seems there might have been a disconnect between ****************** and *************** since all correspondence was with ****************** up until the very end of the cleaning when *************** called.  They mentioned via text that quotes given were high and we apologize if they did not feel the cost justified the services received, however, we reviewed our pricing in advance, and they had an opportunity to choose another company if they were worried about the overall price. The customers were provided with phone, text and email contact information that could have been used to communicate and request to utilize our Satisfaction Warranty option, provide feedback or address concerns regarding their experience with our cleaning services however the customers failed to notify us.
  
   
  
   
  
  Please let us know if you have any questions or anything additional is needed on our end.
  
   
  
  Thank you!
  
  ***** and *******
  
  Molly Maid of DFW Metro Northwest
  
  ************ (option 2)
  
  M-F: 8am 5pm
  
  www.mollymaid.com
  
  Facebook ********************************************************************************
  
  Instagram ******************************************************
  

  

  Business response

  03/26/2024

  Dear BBB and ***********************,
  
   
  
  Please see the attached pictures and response in complaint ID ******** as we were having difficulty proceeding with the online portal.
  
   
  
  Our Response:
  
   
  
  ********************************* called in and inquired about a move-out cleaning on 2/26/24. We provided an over the phone quote that was also sent in an email format (which Mrs. ******* submitted as evidence) and the quote provided was our Mon-Fri hourly pricing and was quoted 3-4.5 hours for a move out cleaning. ****************** called our office on 3/5/24 around 1:30pm stating he was ready to book the cleaning but just had the carpets cleaned and only wanted us to clean the ceiling fans in the bedrooms. At that time, he chose to book the cleaning on a Saturday (3/9), and we informed him of the difference in pricing as well as our 3-hour minimum on Saturdays, he agreed.  The representative at the time assumed it would take 3-3.5 hours (as sent to customers email on 3/524) with the impression that we would save time since not doing a full cleaning in the bedrooms and because ****************** said the house is in good condition. However, the original quote provided on 2/26/24 was 3-4.5 hours. We explain to all our customers that since we are providing an estimate over the phone and the property is sight unseen, that cleaning time/cost all depends on the condition of the home, which is also reiterated in the email(s) the customer received. Unfortunately, we did not receive any pictures regarding the quality of cleaning and/or were never informed that there were areas not cleaned to their satisfaction. ****************** was corresponding with the office manager during the cleaning, and he mentioned that his wife would not be happy about team needing additional time (up to 5.5hours) so the manager applied a $50 coupon to help with the cost out of courtesy. 
  ****************** declined the teams request to complete the cleaning at the charge of 5.5 hours, but he did confirm/approve the additional time and cost for 4.5 hours. Since the team was not allowed the 5.5 hours to continue cleaning, we informed him that there would be some areas they would not fully complete. ****************** said he was very appreciative and understood this additional time may not be sufficient to finish the cleaning. That is when he instructed us to not clean anymore baseboards, blinds, or inside cabinets/drawers in kitchen either. Our satisfaction warranty states "if you (the customer), are not completely satisfied with any area we have cleaned, and as long as your account is paid in full, simply notify us by the end of the next business day and we will happily re-clean this area. Please know that under this warranty, re-cleaning is your only remedy". The warranty is verbally provided at the time of booking, before getting credit card information, and reiterated in the email(s) as well. Then *************** called and spoke to our office manager asking to please communicate with her going forward and requested pictures once the team was done cleaning in case her landlord had any disputes. Also, something the office manager did as a courtesy and sent those pictures from her personal cell phone to ***************. Those are the same pictures we have submitted as evidence. We informed *************** that they were not able to finish mopping the floors due to the timing/budget constraints. 
  This BBB complaint is the first of our office hearing there were areas not cleaned to their satisfaction. If we had been given the opportunity to send the team back out to re-clean or even provide a refund (even though against warranty) I am confident we could have come to an agreement with ****************** and ***************. Please see the pictures and video that we submitted for further review / evidence, as we do not see any quality issues. Regardless, we are only able to collect $125 total as payment so far and the customer still owes $418.55. We ask that the customer see the $50 as a discount as they have not even paid in full for services rendered at their home on 3/9/24. Our satisfaction warranty and pricing was mentioned to ****************** verbally and in the emails for ***** to review over 5 times. The follow up email sent to them on 3/11/24 also mentions to please let us know of any feedback regarding the service they received. We then followed with a phone call to ****************** on 3/12/24, in which we left him a voicemail asking him to call us to discuss payment as the credit card declined. We have not spoken to the customer(s) since the day of the cleaning, 3/9/24, and seems there might have been a disconnect between ****************** and *************** since all correspondence was with ****************** up until the very end of the cleaning when *************** called.  They mentioned via text that quotes given were high and we apologize if they did not feel the cost justified the services received, however, we reviewed our pricing in advance, and they had an opportunity to choose another company if they were worried about the overall price. The customers were provided with phone, text and email contact information that could have been used to communicate and request to utilize our Satisfaction Warranty option, provide feedback or address concerns regarding their experience with our cleaning services however the customers failed to notify us.
  
   
  
   
  
  Please let us know if you have any questions or anything additional is needed on our end.
  
   
  
  Thank you!
  
  ***** and *******
  
  Molly Maid of DFW Metro Northwest
  
  ************ (option 2)
  
  M-F: 8am 5pm
  
  www.mollymaid.com
  
  Facebook ********************************************************************************
  
  Instagram ******************************************************
  

• Initial Complaint

  07/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Wednesday May 31st, Molly Maid agreed to come clean my house. I told them I would not be home, which they said was ok, so I left detailed instructions on what needed to be cleaned. I have used them for years. I told them my pets are locked in the bedroom, please do not open any closed doors or clean any of the closed rooms. When I got home that night, all the doors were open, all the rooms were cleaned and my pets were missing. There was pet urine and f**** on my bed. It took me hours to re clean my bedding, some of which had to be dumped, and hours to find my pets traumatized and hiding inside my also now ruined couch. I contacted Molly Maid and requested a refund for the cleaning. They only agreed to refund the cost of the one hour it took to clean the room I asked them not to, and they agreed to re wash my bed sheets for me. They also agreed to pay half the price of the urine soaked mattress topper that I had to throw away. After a month I got no refund, and now I have reminded them and they are only giving me part of what I agreed on and requiring that I sign a contract agreeing not to complain before they give me back the rest of the money. I want all of my money back. My pets could have escaped. My bed was ruined. My couch was ruined all because my pets got loose. This service is unacceptable and the attempt at resolution is unacceptable.

  Customer response

  08/08/2023

  I am yet to hear a response regarding this complaint. I understand you are not an enforcement agency but I did want to follow up to see if any further action was taken. Thank you. 

  

  Business response

  09/07/2023

  Mr. ****** is correct about the detailed notes about not cleaning rooms with doors closed. The team admitted it was an oversight and mistake on their part which we greatly apologized for. To make things right, we refunded him back $106.84, which is 1 hour the team spent cleaning that room/bathroom. However, we were not made aware of his vicious cats. Once we were informed (after the cleaning/accident) that his cats were vicious, and have accidents when scared, we offered to have his linens professionally cleaned and sanitized since he mentioned he didn't feel comfortable sleeping in sheets that his cats used the restroom on after he washed them himself multiple times. We also offered to refund him $40 towards a new topper since he did not have receipt to verify the expense. We drove to his residence, at the day and time he requested, to pick up the items. After they were professionally cleaned and sanitized, we delivered his comforter back to his residence. He still was not happy. Since then, he has disputed all of his charges, and this is the first time we are hearing complaints regarding the couch. Overall, we have tried in good faith to resolve this situation with the customer, but he keeps demanding more concessions. 

  Customer response

  09/07/2023

  I am rejecting this response because: I discussed from the beginning that I was not happy with the partial refund. I paid to have my house cleaned, and instead came home to loose pets and soiled linen. I requested a full refund and they never agreed with me on that. I also requested proof of time/place/business name and itemized receipt of what was done to clean my linens, and they were unable to provide any proof that my linens were indeed professionally cleaned. They then offered to refund me for the ruined mattress topper. I told them it costed me $150 and they only agreed to refund me $40. Furthermore, the company completed ghosted me for over a full month after this discussion, WITHOUT refunding me anything, and when I realized none of the refunds were processed, I had to chase them and reach out AGAIN and at that point they only agreed to proceed if I signed a contract stating I would not report them or leave a bad review, which I of course refused to sign and instead came here. I told them from the beginning I wanted a full refund on the services and/or for the full price of my mattress topper. And I did in fact warn them about my animals, there is proof of all of my initial instructions in writing. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩