Molly Maid of Del Mar/La Jolla

Review: My saga with Molly Maids Del Mar / La Jolla began several months ago. [redacted] came for an estimate and was very nice. The gals came for a cleaning and did a pretty good job. Still some cob webs in some of the high corners in 2 rooms (we'd been gone for a couple of months during the summer), but overall a good clean.

My second visit the gals got something caught (a black crayon I believe) in the vacuum and continued to vacuum the carpet. As the wax melted they left 2 lines in the carpet as they vacuumed back and forth in different directions before they stopped to deal with it. I was in my office down the hall and I heard the sound and that something was caught but didn't come out or check. Later after they had left as I was walking in the kids room I saw the two black lines. I had not been told this had happened, they just left. This kind of floored me. People in your house, something goes wrong - broken, messed up, etc. - it happens. I get it, I cleaned houses with my mom when I was an high school for gas money. But you have to be up front about that stuff - it's someone's home!

It took 3 phone calls over 2 weeks and the last with a threat of a bad review on yelp and Revdex.com before [redacted] could call me back. She mentioned being out of town and some health issues, I understand it's tough being a small business owner when you don't have people to fill gaps. So we spoke finally and she came to visit to check out the mark and she offered to get a carpet cleaner. I knew it probably wouldn't matter because the carpet was actually melted. But we set the dates. It came and went and no carpet cleaners arrived. I called to check. She rescheduled. They came the following week and were unable to get the mark out. That weekend it took me an hour and super small craft scissors to cut away the small burn marks to remove most of the mark.

During this time I'm still trying to use Molly Maids as my cleaner. I booked a day that was not my usual day with [redacted] - I was traveling, flying in that afternoon and guests that evening. I needed some help. I got home at 4pm with guests arriving at 5pm only to find that the house was a mess (the usual state with 2 kids when I've been gone on business) and no one had been there all day. I called and left a message and was pretty upset, overwhelmed as now I had 60 minutes to clean, shower, prep food, and welcome guests.

The following week the cleaners did not show up for their regular day. I called again. I am not sure if I was not getting a call back or attention as a cleaning client because I was in the midst of the carpet issue, but it was incredibly frustrating. This is when I called to let [redacted] know I was not going to be able to continue as a client. I had been burned too many times. But I requested that we wrap up the issue with the carpet.

Fast forward to today - It has been over a month since my last chat with [redacted]. She did not want to offer any refund, but I insisted that something had to be done based on the situation. We discussed a partial refund for my carpet. She said she'd review the bill and get back to me. Nothing. I have called to leave messages and have even suggested a free cleaning credit if she did not want to refund me money. I have had no responses. I have left numerous messages and have been pretty understanding through the whole process. I have reviewed the estimate agreement and I feel I'm being fair in my request.Desired Settlement: I would like [redacted] to actually call me back.

I would like her to share what % discount she thinks is fair - I had suggested a 50% refund.