Initial Business Response /* (1000, 5, 2017/07/23) */
Taylor, I am very sorry that you were not happy with the clean that we provided on your homeAt Molly Maid our integrity and customer satisfaction are my #goalsThat is why we provide a 100% customer satisfaction guaranteeThat guarantee
means that within hours, we will fix or any aspect of the clean that the customer is not 100% satisfiedI stand by that guarantee on every clean; but, we do not provide refunds as you requested
On the day of your clean, we did exactly as we told you and as you indicated in your commentsWe put through an authorization (a hold on your funds) for $244; which, if you didn't pay by card would be removed after 3-business days; depending upon your bank This was not a charge but; simply an authorizationIn looking at your account, you may have mistaken the authorization for a chargeWe do not put through the actual charge until the day after the clean is completed when we know the exact amount to charge
Relative to your sliding door to the pantry, when the ladies arrived at your house they found the door hanging by one nailWhen they attempted to open the door to clean the pantry, the door fell on the floorAs for the hole in the wall, there aren't any tools or supplies that we use that could have put a hole in a wallI did want to examine the situation along with the scuff marks to determine if possibly it was something that we were responsible for and we also offered to send the team of ladies back out to your house to correct any of the areas that we had missed or not cleaned to your satisfactionHowever, we were told that this was not possible because you had already turned the keys back to the landlordWe asked if you would provide the name and number of your landlord so that we could do this through them and you said "no"
We tried calling you back to discuss the situation further but, there was no answer and your voicemail was fullAll we needed was an opportunity to address your concerns and correct any of the areas that you were not satisfied
***, Owner
Initial Consumer Rebuttal /* (3000, 7, 2017/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The interesting thing about what you're saying is that I scheduled you to clean for a MOVE OUT and the walk through was at 8:the next morningWhy would I have you re do it? It was out of my name and the keys were turned inand damage was doneMy father came at am to fix everything you screwed upI never even has someone call me backI was told by the front desk lady she'd talk to the owner and get back to me and I have YET to hear from you, except through online purposesso please don't continue your lies saying you have tried to rectify things, I never even received a receipt for the work done as promisedwhich confirms nothing was done to rectify things or even give me proof you were there, therefore making this a bigger issue
Final Consumer Response /* (4200, 11, 2017/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I indicated I was not there because I am up working graveyard to protect the city in which you live, so my apologizes I was sleepingas further you cannot even rebuttal my non existent presence as you do not have a policy in place that requires the tenant to be there during the clean and leaving a key under the mat is acceptableI did not expect to have to be in an empty house to supervise a clean, who would have thought someone could mess it up that badHowever like I indicated, I had someone come in and patch and fix anything wrong with the walls previously before y'all came to clean and saying I know for a fact it was not like that before you came as, just like I did with your company after the clean, conducted a walk through of the house to ensure all scuffs, dings, and holes were patched from Regular wear and tearAlso, your receptionist indicated point blankly that the cleaners said "that hole in the wall wasn't there prior to their arrival" showing that it in fact happened under their watch
Final Business Response /* (1000, 15, 2017/08/20) */
Taylor, I am very sorry that we have not been able to come to an agreement on this matterI would like to summarize our position
We provide a 100% customer satisfaction guaranteeThat guarantee is not a money back or financial adjustment guarantee; it is a quality of work guaranteeOur guarantee is to provide you with the quality clean you expect and deserve as a valued customer and if there is anything that you are dissatisfied, we will be back to correct the problem within hoursWhen you called, we told you that we would be out the next day to correct any of the areas you discussed with usYou indicated that was not possible as you were turning the keys over to the landlordWe asked for you to provide the landlords' contact information so that we could get back into the house to correct those areas discussed and you refused to provide that informationWithout being able to gain entry to the home, we could not address any of the areas of concern that you shared with our officeAlso, we obviously, could not examine the hole that you feel we put in one of the wallsWhen we break something or cause damage, we gladly step up to the expense of correcting the problemBut, I hope you understand that we must first be able to examine the situation to help determine if this is something that we caused and if so, what should be done about itThis was not possible since we couldn't gain entry to the home
Even though I feel that we made every attempt we could to correct the problem areas and stand by our guarantee of a quality clean, in an effort to resolve this situation, I am willing to provide you with the $adjustment you have requestedHowever, this adjustment is being proposed with the caveat that you withdraw your chargeback request to the credit card chargeIf you insist on pursuing the chargeback, obviously, this adjustment will not be made
Initial Business Response /* (1000, 5, 2016/11/09) */
[redacted],
I am very sorry that you were not happy with your experience with Molly Maid. At Molly Maid we are committed to a quality clean and a satisfied customer. With every clean, we provide a 100% guarantee. That guarantee says that if...
you are not happy with your clean, we will send the same team back to your house within 24 hours and correct anything that you are not satisfied.
When we processed your request to clean your home, we provided you with an estimate of the time and price based upon several factors such as; the square footage of the home, number of bathrooms and unique things that you might like cleaned. This estimate is based upon an average house; not filthy and not spotless. We indicated that if it was going require more time to clean your house than the upper amount of the estimate, we would not go over that amount without first contacting you and obtaining your approval. After working on your house for some time, we determined that it was going to require more time than initially estimated. Consequently, we did contact you indicating more time would be required to complete your cleaning and you agreed to the additional time.
I'm sorry if some things were missed when the team cleaned your home. But, as we guarantee, we had the team come back to your house the next day and address those issues that you were dissatisfied. Fortunately, the landlord was at your house at the time the team was there and walked through the cleaning with the team. He indicated to the team that he was very pleased with the cleaning.
If there were any misunderstandings between you and our office staff, please accept my apology. At Molly Maid, we believe every customer should be treated in a very friendly and professional manner. The customer is king.
I understand that you felt you should receive a refund. I'm sorry that we could not accommodate that request. Our policy is to not provide refunds but, to provide the complete clean that the customer is satisfied with and I believe we did that.
In summary, I feel that we delivered on our promise and guarantee. We provided a clean house (one that the landlord was pleased), stood behind our guarantee and completed the job at the agreed price.
Initial Consumer Rebuttal /* (3000, 7, 2016/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My landlord was not pleased with the results of the cleaning ! He called me and was the one that actually recommended I call them back to come clean behind the appliances . He actually stayed there to move the appliances a tiny bit more so they could really get back behind them . I understand that they believe they have stuck to the company policy HOWEVER that policy should never be followed with nasty attitudes and rude tones . I paid for a service to be done and from what I have seen many others have been disappointed with this services according to yelp reviews. I'm positive my landlord would be willing to explain exactly what he saw and why he called .
Final Business Response /* (4000, 13, 2016/11/28) */
[redacted], I again want to reiterate that our policy is a 100% guarantee that the customer is satisfied with the clean. If the customer is not satisfied with the clean, we will come back and correct anything that you (or your landlord) are not satisfied. When we returned to your home, we corrected the missed spots that you indicate. Upon completing the cleaning of those missed spots, our team went through the rest of the house with your landlord; correcting any items that he pointed out not completed to his satisfaction. When we completed that walk-though with the landlord, the landlord didn't indicate any other areas requiring attention. At that point, I believe we delivered on our 100% guarantee of a clean house.
Final Consumer Response /* (4200, 15, 2016/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My landlord wanted your maids off of his property after becoming frustrated with them . It's not his job to argue with them or to force them to do the job they were hired to do . I am not the only client you have that has given a horrible review on your company . I will not continue to go back in forth with this . Your company reputation speaks for itself . Something needs to happen here in order to satisfy future customers and myself .
Initial Business Response /* (1000, 5, 2017/07/23) */
Taylor, I am very sorry that you were not happy with the clean that we provided on your homeAt Molly Maid our integrity and customer satisfaction are my #goalsThat is why we provide a 100% customer satisfaction guaranteeThat guarantee
means that within hours, we will fix or any aspect of the clean that the customer is not 100% satisfiedI stand by that guarantee on every clean; but, we do not provide refunds as you requested
On the day of your clean, we did exactly as we told you and as you indicated in your commentsWe put through an authorization (a hold on your funds) for $244; which, if you didn't pay by card would be removed after 3-business days; depending upon your bank This was not a charge but; simply an authorizationIn looking at your account, you may have mistaken the authorization for a chargeWe do not put through the actual charge until the day after the clean is completed when we know the exact amount to charge
Relative to your sliding door to the pantry, when the ladies arrived at your house they found the door hanging by one nailWhen they attempted to open the door to clean the pantry, the door fell on the floorAs for the hole in the wall, there aren't any tools or supplies that we use that could have put a hole in a wallI did want to examine the situation along with the scuff marks to determine if possibly it was something that we were responsible for and we also offered to send the team of ladies back out to your house to correct any of the areas that we had missed or not cleaned to your satisfactionHowever, we were told that this was not possible because you had already turned the keys back to the landlordWe asked if you would provide the name and number of your landlord so that we could do this through them and you said "no"
We tried calling you back to discuss the situation further but, there was no answer and your voicemail was fullAll we needed was an opportunity to address your concerns and correct any of the areas that you were not satisfied
***, Owner
Initial Consumer Rebuttal /* (3000, 7, 2017/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The interesting thing about what you're saying is that I scheduled you to clean for a MOVE OUT and the walk through was at 8:the next morningWhy would I have you re do it? It was out of my name and the keys were turned inand damage was doneMy father came at am to fix everything you screwed upI never even has someone call me backI was told by the front desk lady she'd talk to the owner and get back to me and I have YET to hear from you, except through online purposesso please don't continue your lies saying you have tried to rectify things, I never even received a receipt for the work done as promisedwhich confirms nothing was done to rectify things or even give me proof you were there, therefore making this a bigger issue
Final Consumer Response /* (4200, 11, 2017/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I indicated I was not there because I am up working graveyard to protect the city in which you live, so my apologizes I was sleepingas further you cannot even rebuttal my non existent presence as you do not have a policy in place that requires the tenant to be there during the clean and leaving a key under the mat is acceptableI did not expect to have to be in an empty house to supervise a clean, who would have thought someone could mess it up that badHowever like I indicated, I had someone come in and patch and fix anything wrong with the walls previously before y'all came to clean and saying I know for a fact it was not like that before you came as, just like I did with your company after the clean, conducted a walk through of the house to ensure all scuffs, dings, and holes were patched from Regular wear and tearAlso, your receptionist indicated point blankly that the cleaners said "that hole in the wall wasn't there prior to their arrival" showing that it in fact happened under their watch
Final Business Response /* (1000, 15, 2017/08/20) */
Taylor, I am very sorry that we have not been able to come to an agreement on this matterI would like to summarize our position
We provide a 100% customer satisfaction guaranteeThat guarantee is not a money back or financial adjustment guarantee; it is a quality of work guaranteeOur guarantee is to provide you with the quality clean you expect and deserve as a valued customer and if there is anything that you are dissatisfied, we will be back to correct the problem within hoursWhen you called, we told you that we would be out the next day to correct any of the areas you discussed with usYou indicated that was not possible as you were turning the keys over to the landlordWe asked for you to provide the landlords' contact information so that we could get back into the house to correct those areas discussed and you refused to provide that informationWithout being able to gain entry to the home, we could not address any of the areas of concern that you shared with our officeAlso, we obviously, could not examine the hole that you feel we put in one of the wallsWhen we break something or cause damage, we gladly step up to the expense of correcting the problemBut, I hope you understand that we must first be able to examine the situation to help determine if this is something that we caused and if so, what should be done about itThis was not possible since we couldn't gain entry to the home
Even though I feel that we made every attempt we could to correct the problem areas and stand by our guarantee of a quality clean, in an effort to resolve this situation, I am willing to provide you with the $adjustment you have requestedHowever, this adjustment is being proposed with the caveat that you withdraw your chargeback request to the credit card chargeIf you insist on pursuing the chargeback, obviously, this adjustment will not be made
Initial Business Response /* (1000, 5, 2016/11/09) */
[redacted],
I am very sorry that you were not happy with your experience with Molly Maid. At Molly Maid we are committed to a quality clean and a satisfied customer. With every clean, we provide a 100% guarantee. That guarantee says that if...
you are not happy with your clean, we will send the same team back to your house within 24 hours and correct anything that you are not satisfied.
When we processed your request to clean your home, we provided you with an estimate of the time and price based upon several factors such as; the square footage of the home, number of bathrooms and unique things that you might like cleaned. This estimate is based upon an average house; not filthy and not spotless. We indicated that if it was going require more time to clean your house than the upper amount of the estimate, we would not go over that amount without first contacting you and obtaining your approval. After working on your house for some time, we determined that it was going to require more time than initially estimated. Consequently, we did contact you indicating more time would be required to complete your cleaning and you agreed to the additional time.
I'm sorry if some things were missed when the team cleaned your home. But, as we guarantee, we had the team come back to your house the next day and address those issues that you were dissatisfied. Fortunately, the landlord was at your house at the time the team was there and walked through the cleaning with the team. He indicated to the team that he was very pleased with the cleaning.
If there were any misunderstandings between you and our office staff, please accept my apology. At Molly Maid, we believe every customer should be treated in a very friendly and professional manner. The customer is king.
I understand that you felt you should receive a refund. I'm sorry that we could not accommodate that request. Our policy is to not provide refunds but, to provide the complete clean that the customer is satisfied with and I believe we did that.
In summary, I feel that we delivered on our promise and guarantee. We provided a clean house (one that the landlord was pleased), stood behind our guarantee and completed the job at the agreed price.
Initial Consumer Rebuttal /* (3000, 7, 2016/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My landlord was not pleased with the results of the cleaning ! He called me and was the one that actually recommended I call them back to come clean behind the appliances . He actually stayed there to move the appliances a tiny bit more so they could really get back behind them . I understand that they believe they have stuck to the company policy HOWEVER that policy should never be followed with nasty attitudes and rude tones . I paid for a service to be done and from what I have seen many others have been disappointed with this services according to yelp reviews. I'm positive my landlord would be willing to explain exactly what he saw and why he called .
Final Business Response /* (4000, 13, 2016/11/28) */
[redacted], I again want to reiterate that our policy is a 100% guarantee that the customer is satisfied with the clean. If the customer is not satisfied with the clean, we will come back and correct anything that you (or your landlord) are not satisfied. When we returned to your home, we corrected the missed spots that you indicate. Upon completing the cleaning of those missed spots, our team went through the rest of the house with your landlord; correcting any items that he pointed out not completed to his satisfaction. When we completed that walk-though with the landlord, the landlord didn't indicate any other areas requiring attention. At that point, I believe we delivered on our 100% guarantee of a clean house.
Final Consumer Response /* (4200, 15, 2016/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My landlord wanted your maids off of his property after becoming frustrated with them . It's not his job to argue with them or to force them to do the job they were hired to do . I am not the only client you have that has given a horrible review on your company . I will not continue to go back in forth with this . Your company reputation speaks for itself . Something needs to happen here in order to satisfy future customers and myself .