Molly Maid of Farmington

Review: I contacted Molly Maids to do a cleaning of the home I had just purchased prior to my moving in. After telling the owner the size of the home and what I expected done he estimated it would take 3 hours to complete. The next day the cleaners arrived almost 1.5 hours late, putting me significantly behind schedule. I confirmed with the cleaners the work that needed to be done and they said they would complete it. I then rushed off to complete errands. When I came back to the house the cleaners were standing around the kitchen island chatting. I assumed they were taking a break and had no problem with this. I went to the yard to do some work outside as they finished up. When they finished I paid them without checking on their work because I had used Molly Maids before and had been happy with their work and because I was quite late to an appointment due to their tardiness. The next day I came back to the new house to begin moving things into the kitchen cupboards and discovered they had not been touched. I then examined the house and it was clear almost nothing had been done that I asked for and there is no way three hours worth of work had been accomplished. I then took photos of the work that had not been done and called the owner to complain. He told me they would reclean, but I explained movers were coming and there was no way to have them in as I was leaving the next day on business and when I got back the movers would come. He eventually refunded $100 of the nearly $300 I had paid, but I feel this was not reasonable given the very poor quality of work that had been done. He sent an inspector to the home who works for Molly Maids who was rude and insulting to me in front of my movers and my fiancé, which was humiliating for me and extraordinarily poor customer service. She also promised me a full refund but then never actually gave it to me. She yelled at me in front of others. Before she arrived I was determined to be polite and try to reach a compromise but she was so hostile and rude I was unable to reason with her.Desired Settlement: I would like an additional $100 refunded to my credit card.

Business

Response:

We did receive a complaint from [redacted] and as she said we offered to re-clean the areas of concern as our 100% guarantee states. She had declined and demanded a refund. I had told her that we needed to see the issues before I could refund more than the $100.00 I had already refunded her. She did not want us to come and look and said she was busy and I explained that we need to see the complaint before we can give any more. The ladies did spend 3 hours there they did confirm that they cleaned the areas of complaints and when I was sent the pictures I received one shot of one cabinet, the base of a column and a few others none of which warrants a 200.00 refund. When she finally let us come to inspect it was almost 2 weeks later and hard to inspect at that point especially after her moving in.

We don't like any complaints and get very few of them, I tried to be reasonable if I am not then I would be happy to know.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Thank you for reopening this. Again my apologies for missing the earlier email. My main problem with Molly Maids is they seem to intentionally misrepresent the facts. Here are my problems with their response: 1. Molly Maids knew from the first time I contacted them I was leaving on a business trip in three days (I called them on Friday August 14 and was leaving on Monday, August 17). I wanted the house cleaned between the time I closed (the day I called them) and the day I was scheduled to move in. Because of my trip, the only possible day to clean before the move was Saturday, August 15. When I noticed the work that had not been done on Sunday, August 16, I immediately contacted Molly Maids who offered to have the maids come back and re-clean. I told them that would normally satisfy me EXCEPT that I unfortunately leaving on business the next day for a week (again I had told them this previously and have receipts to prove this is true and not something I made up to get a refund), and then had movers coming as soon as I got back, so there was simply no time to have them do this. In addition, if I wanted the cabinets and other areas I had requested cleaned before my stuff arrived I would have to do it myself on Sunday (they did not offer to have the maids come that day). The purpose of having them clean was to have the house clean prior to moving all the stuff in. I explained this on the phone and later by email. I also had many more pictures than they claim in the response to my complaint and sent them all to them (I still have all the photos and the emails of them that I sent to Molly Maids.) 2. They did say they had to come out and inspect. However, I did not delay or try to make this difficult. I tried to have them out before the movers came but was told this time would not work because the inspector had a wedding. I said that was fine. She suggested an alternate date (the soonest possible time) and I told her she was welcome to come on that day, but warned her the movers were coming that day so I did not know what she hoped to see. In addition, I had already sent the photos (which are date-stamped the day after the cleaners were there). Contrary to their response, which suggests I purposely delayed in allowing the inspector access to my house, the earliest date after my trip was rejected by them and I agreed to their proposed date even though it was extraordinarily inconvenient for me (movers coming, the cable guy setting up cable, alarm people installing all at the same time). I also thought is was more than reasonable for me to do this considering I had already sent at least fifteen photos showing the work that had not been done. 3. The inspector spent less than 15 minutes in my home and touched only the lintel above one doorway. This is simply not an inspection. Nor was she a neutral party. She spent the entire time arguing with me in front of numerous witnesses. If she had been nice to me and offered the option to re-clean in addition to the 100 dollars that had been refunded I was very willing to accept that, but that was never offered to me. I never had a chance to discuss reasonable compensation because the woman yelled at me repeatedly (even though I had been polite and welcomed her nicely into my home, even offering to let her park on the lawn since the driveway was blocked by the movers). After much arguing, she then said she would refund all of my money. I reiterated I had asked for $200 refunded because none of the work I specifically requested was completed, but would accept the refund since she was offering it. She then said called me a thief and stormed out of the house. This was again in front of several witnesses. I was physically shaking at the end of this interaction. It is totally unacceptable for a business person to enter someone's home and talk to them in such an unprofessional and insulting manner. When I told the owner of this exchange he did not respond at all, forcing me to take the complaint to a neutral party. 4. I never "demanded" a full refund (I have numerous emails that can attest to this). I asked for $200 back because 1. none of the things I specifically asked for were done--and this list is extensive and they had agreed to do it and 2. I was then forced to reclean myself when I did not have the time and was already extraordinarily stressed. Despite how unhappy I was with the quality of the work and the service, I would have accepted the $100 they gave me and a re-cleaning had the inspector offered this and been more professional and treated me with basic respect in my home. She claimed she would give me a full-refund (in front of witnesses and despite the fact I did not request that) but the company never refunded any additional money, which seems dishonest on top of the other issues.Please let me know if I can provide copies of emails, photos, or witness testimony of how unprofessionally the Molly Maids inspector acted in my home. Thank you again for reopening this case.Sincerely, [redacted]

I contacted Molly Maids the day I closed on a home to schedule a move-in cleaning. On the phone with the owner, I said my time frame was tight as I was leaving for a business trip that Monday and had movers coming when I got back and I wanted the nooks and corners cleaned before the furniture and rugs arrived, making it harder to clean those areas. I was excited when the owner said he could have the team out the following day. Unfortunately the maids cleaned none of areas I specifically requested: the cabinets, under the baseboard heaters, and the pantry. They also missed many other areas but somehow managed to spend 3 hours and I was charged 293 dollars for almost nothing. I took photos of the work that had not been done. After much discussion the owner agreed to refund $100, but there was no way the maids did $200 worth of cleaning. The floors were still dirty, the cabinets had not been touched, the pantry was in the same condition as before they arrived, and the area under the baseboards was dirty throughout the house. Despite this the owner refused to refund any additional money. I could have cleaned the home in and done a far better job on my own. Someone from Molly Maids came to the house to look at the work the maids did not do, but she was aggressive, rude, and insulting in front of numerous witness, including the cable guy and the movers, which was extraordinarily humiliating and upsetting. The maids did a terrible job and the customer service was the worst I have ever experienced.