Molly Maid of Greater East Hartford

We do not guarantee cleans will be only hr We can limit them if requested, but we can subsequently not be told that we did not get everything done Ms [redacted] is trying to misuse our services and unfortunately she is confused about how things are done Like we said, we gave them free time also later on for the subsequent cleaning If she wanted limited time we would have noted that on the account, but this account was not noted as such therefore it went a little bit longer I think the complaint and requested refund is an attempt to abuse our services and good faith I personally handled the call for the 2nd round of cleaning and made things very clear to the customer I am sure they were happy or they would not have used us again

Complaint: [redacted] I am rejecting this response because: the owner did not take responsibility for failing to contact me about the invoice in proper fashionThis incident never would have happened had proper notification been appliedI paid the extra charge as soon as it came to my attentionAlso, he is mistaken about his initial quoteHe did not make the initial quote including a range up to hours of cleaningThe estimate - "to hours" - was provided by a former employee of his with whom he already expressed disapprovalThis is an issue of professional integrityOwners need to accept responsibility for their errors and and the errors of their employeesIf not then future patrons should be appropriately forewarned Sincerely, [redacted]

Mr [redacted] is mistaken His wife spoke with me to schedule the service for just after Christmas, 12/ I remember it specifically since I listened to her story of having fallen on some hard times and had not been using our services, however she had a very ill husband and that a friend was going to pay for the service We scheduled the clean on short notice "as something nice for the holidays, her friends would pay for" Since the [redacted] had previously used our services and had made good on all of the payments, I figured that it was worth squeezing in to our high demand schedule during the holidays Something that is not easy to do I trusted that some form of payment would be made, and that either a check would be provided during service or that someone would contact us, as Ms [redacted] explained when scheduling We did do the clean, but payment was never recovered Mr [redacted] has been incredibly rude with us, swearing and calling us names There is a lack of honest communication on the [redacted] part We performed the services during a very busy time, were let in to the house by Ms [redacted] and would not have the inclination to randomly pray on this customer to argue for years over hrsof cleaning, especially when very busy We have always requested payment, and have never stated we won't charge for the services We have been very kind, and the [redacted] wants to take advantage of our nice approach to the business Recently we have hired a collections agency to help us recover delinquent payment for services

Actual services were performed at an hourly rate of $We estimated services to take between and hrover the telephoneThe customer left us a check for $120, and the actual time spent was hrsso we charged for 1/at a total charge of $I sent accounts to collections for over $Now that he has payed I will update the collections report

We at Molly Maid guarantee our cleaningWe initially did the cleaning at our standard $rate, there was a small complaint from the gentlemen that we cleaned forHe then mentioned that they were now having to redo the hardwood floors of the rental apartment and that they would also need us to return and do more cleaningWe returned after the floors were done, at this point obviously we charged for the additional work, but we also provided some of the service for free due to any questionable results from the first time at the propertyShe just continued to complain that she did not want any charges for any of the work that was doneI think that she was frustrated about moving out of the apartment and having to do extra fixes

Issue #1, our service is billed hourly for One Time Cleans at $75/hr, and we only provide a hrminimum on this service We actually have text and phone call messages from the Team leader to the office confirming and validating the hrsspent during the first clean, and all of the records look in order after being reviewed I viewed the text messages and timesheets maintained by the team that did this clean, and everything looks accurate
Issue #2, we explained to the customer that the hourly rate would be different on this clean We had a few cleaners call out for personal reasons this day, and we had to create a team of cleaners in place of our person team We contacted the customer in advance to explain that we would be able to get the clean done for the same price, but that it would be done faster due to the extra person, and that the rate would be $112.50/hror = x the $75/hr rate I do not understand why she thought that we would charge differently, or at a flat rate This pricing is the standard way to price a x clean As you can imagine different customers with the same apartment could take approximately the same amount of time, but habits and conditions can be different so we always bill at the hourly rate This customer had just had their wood floors done so estimating that is also going to be less accurate, but we only bill for what we actually do

Complaint: ***
I am rejecting this response because: first of all I understood the fact that's the price for hourly however we only authorize for the cleaner to be there for an hour no more than that and if that was the case they needed to communicate this with me since it my card you had on file and I was very specific with the girl on the phone that I was only going to give permission for one and she reassure us that the services were not going to be more than hourBoth time this was told it was going to be less than an hour and therefore they were only going to charge us the $and the $for the first time..no communication was made and Molly maid is saying one thing and does anotherThat's the issue is I only authorize for ONE HOUR of service no more and the lady on the phone made sure she said it WAS NOTGoing to he more than an hour....
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: First of all the first visit the cleaning ladies were not at my house for an hour it was less than hour and I was charge $The first visit was $and since they just did dusting the lady on the phone told me it was not going to be an hourThe cleaning lady in front of my husband stated she did not remember what time she got to the house so she wrote anytimeThe second time I understand that some additional work was added by my husband but once again they told him over the phone that it was only going to be $and that was because they were going to have ladies instead of and that was so the 3rd one can watch the other twoNow they were only there for an hour and no one told us it was going to be more than $No phone call was made or any explainationMolly maid keep staying they including some services for free but yet to tell me what those free services were forAnd to get this straight I am the owner of the house not the teneat and was not moving out On both services we told the person on the phone it couldn't be more than what they told us on the phoneIf for whatever reason they took more than time or did more than what was ask they should have contact me or informed my husband that it was going to be more than what they told us on the phoneI've also contact the owner and the receptionist do not pass the message along I have to keep calling until I was able to reach the owner.
Sincerely,
*** ***

Mr. [redacted] is mistaken.  His wife spoke with me to schedule the service for just after Christmas,  12/28.  I remember it specifically since I listened to her story of having fallen on some hard times and had not been using our services, however she had a very ill husband and that a...

friend was going to pay for the service.  We scheduled the clean on short notice "as something nice for the holidays, her friends would pay for".   Since the [redacted] had previously used our services and had made good on all of the payments, I figured that it was worth squeezing in to our high demand schedule during the holidays.  Something that is not easy to do.  I trusted that some form of payment would be made, and that either a check would be provided during service or that someone would contact us, as Ms. [redacted] explained when scheduling.   We did do the clean, but payment was never recovered.  
 
Mr. [redacted] has been incredibly rude with us, swearing and calling us names.  There is a lack of honest communication on the [redacted] part.
 
We performed the services during a very busy time, were let in to the house by Ms. [redacted] and would not have the inclination to randomly pray on this customer to argue for years over 1.5 hrs. of cleaning, especially when very busy.  We have always requested payment, and have never stated we won't charge for the services.  We have been very kind, and the [redacted] wants to take advantage of our nice approach to the business.   Recently we have hired a collections agency to help us recover delinquent payment for services.

We at Molly Maid guarantee our cleaning. We initially did the cleaning at our standard $75 rate, there was a small complaint from the gentlemen that we cleaned for. He then mentioned that they were now having to redo the hardwood floors of the rental apartment and that they would also need us to...

return and do more cleaning. We returned after the floors were done, at this point obviously we charged for the additional work, but we also provided some of the service for free due to any questionable results from the first time at the property. She just continued to complain that she did not want any charges for any of the work that was done. I think that she was frustrated about moving out of the apartment and having to do extra fixes.

Complaint: [redacted]
I am rejecting this response because: the owner did not take responsibility for failing to contact me about the invoice in proper fashion. This incident never would have happened had proper notification been applied. I paid the extra charge as soon as it came to my attention. Also, he is mistaken about his initial quote. He did not make the initial quote including a range up to 2.5 hours of cleaning. The estimate - "1.5 to 2 hours" - was provided by a former employee of his with whom he already expressed disapproval. This is an issue of professional integrity. Owners need to accept responsibility for their errors and and the errors of their employees. If not then future patrons should be appropriately forewarned.
Sincerely,
[redacted]

We do not guarantee cleans will be only 1 hr.  We can limit them if requested, but we can subsequently not be told that we did not get everything done.  Ms. [redacted] is trying to misuse our services and unfortunately she is confused about how things are done.  Like we said, we gave them free time also later on for the subsequent cleaning.  If she wanted limited time we would have noted that on the account, but this account was not noted as such therefore it went a little bit longer.  
 
I think the complaint and requested refund is an attempt to abuse our services and good faith.  I personally handled the call for the 2nd round of cleaning and made things very clear to the customer.  I am sure they were happy or they would not have used us again.

Actual services were performed at an hourly rate of $80. We estimated services to take between 1.5 and 2.5 hr. over the telephone. The customer left us a check for $120, and the actual time spent was 2.35 hrs. so we charged for 2 1/4 at a total charge of $180. I sent accounts to collections for...

over $60. Now that he has payed I will update the collections report.

Review: I contact Molly maid to come to dust off my bathroom and windows and they explain that as a first time it will be $75 an hour and they guarantee me that since they were not doing a fully cleaning service it was not going to be a full hour. When they arrive the girls did what they had to do and were not there for not even an hour. Well I check my account and Molly Maid charge my account $95.00. I contact them and ask why if they were not there for a full hour and they did not even do a great job on dusting. They informed my husband they will be out again to do a redo on the cleaning and explain to him that this time it was going to be 3 girls instead of their 2 girls to make sure it get done and that was going to be $105. Well first of all I never got the first issue resolve as to why my account was charge more than what it was suppose to be. Well second time comes around my account is now charge another $195. I called and inform them I want to speak to the owner because once again they charge my account without my authorization and for more than what was authorized. At this point I have paid $290 for a cleaning service that has not been completed. I have not gotten anywhere.Desired Settlement: First of all I would like the first visit to be refunded as the job was not done they way it was supposed to and second it was not authorize to be charge more than $75. 2. The second visit for $195 was also not authorize. they explain it was only going to be $105 and again the job was not done correctly. I would like half of my money back.

Business

Response:

We at Molly Maid guarantee our cleaning. We initially did the cleaning at our standard $75 rate, there was a small complaint from the gentlemen that we cleaned for. He then mentioned that they were now having to redo the hardwood floors of the rental apartment and that they would also need us to return and do more cleaning. We returned after the floors were done, at this point obviously we charged for the additional work, but we also provided some of the service for free due to any questionable results from the first time at the property. She just continued to complain that she did not want any charges for any of the work that was done. I think that she was frustrated about moving out of the apartment and having to do extra fixes.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: First of all the first visit the cleaning ladies were not at my house for an hour it was less than hour and I was charge $95. The first visit was $75 and since they just did dusting the lady on the phone told me it was not going to be an hour. The cleaning lady in front of my husband stated she did not remember what time she got to the house so she wrote anytime. The second time I understand that some additional work was added by my husband but once again they told him over the phone that it was only going to be $105 and that was because they were going to have 3 ladies instead of 2 and that was so the 3rd one can watch the other two. Now they were only there for an hour and no one told us it was going to be more than $105. No phone call was made or any explaination. Molly maid keep staying they including some services for free but yet to tell me what those free services were for. And to get this straight I am the owner of the house not the teneat and was not moving out. On both services we told the person on the phone it couldn't be more than what they told us on the phone. If for whatever reason they took more than time or did more than what was ask they should have contact me or informed my husband that it was going to be more than what they told us on the phone. I've also contact the owner and the receptionist do not pass the message along I have to keep calling until I was able to reach the owner.

Sincerely,

Business

Response:

Issue #1, our service is billed hourly for One Time Cleans at $75/hr. , and we only provide a 1 hr. minimum on this service. We actually have text and phone call messages from the Team leader to the office confirming and validating the 1.25 hrs. spent during the first clean, and all of the records look in order after being reviewed. I viewed the text messages and timesheets maintained by the team that did this clean, and everything looks accurate.

Review: On June 23, 2013 I paid for cleaning services provided by the Molly Maid of East Hartford. In arranging for the service I was told that my 2 bedroom condo of approximately 1300 square feet would take 1.5 to 2 hours to clean and that the 2 hour introductory rate would cost $120. I was never informed that potential extra fees maybe added after the cleaning was completed. However, this is exactly what happened. I was never called or informed directly of any extra fees. The company eventually billed me $60 for and additional half hour of cleaning services. When they sent the bill they unfortunately misspelled my name. I received mail with a non-descriptive senders address and misspelling of my name for several months. This looked very suspicious for junk mail or solicitation. However they had the correct spelling of my name as it was printed on my original check. They failed to send me proper notification. Eventually they sent my then overdue account to a collection agency. Today I responded by phone to speak with [redacted] about the additional fees and why they did not have my accurate information. He blamed it on a prior employee of his and said "I'm sorry". However he made no apologies for any injury my credit rating may have suffered as a result of their error. Then he insisted I pay the additional fee. To avoid any further problems I did pay the $60 over the phone via credit card. I wanted to discuss with him how he could explain the difference in the fee I was quoted and the extra fee which was initially charged. He simply said "I have to go but my assistant will help you". I spoke with his assistant who in fact attempted to charge me $80 instead of $60. I insisted this was not accurate and she left to verify this. I then asked what the expected fee for cleaning a 1300 square foot condo is and she said this would be a 1.5 to 2 hour service. She agreed that 2.5 hours would be unusual. I asked if she wanted to keep me as a customer. She then said she had to take a call and she hung up.Desired Settlement: Future clients of Molly Maid of East Hartford need to be aware of what I believe are very unprofessional tactics in their service estimates and faulty communication with sending invoices for additional fees. I am concerned my credit rating has been unduly injured by [redacted]'s decision to send my invoice to a collection agency. I believe he needs to correct any negative impact to my credit score as a result of his faulty communication.

Business

Response:

Actual services were performed at an hourly rate of $80. We estimated services to take between 1.5 and 2.5 hr. over the telephone. The customer left us a check for $120, and the actual time spent was 2.35 hrs. so we charged for 2 1/4 at a total charge of $180. I sent accounts to collections for over $60. Now that he has payed I will update the collections report.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the owner did not take responsibility for failing to contact me about the invoice in proper fashion. This incident never would have happened had proper notification been applied. I paid the extra charge as soon as it came to my attention. Also, he is mistaken about his initial quote. He did not make the initial quote including a range up to 2.5 hours of cleaning. The estimate - "1.5 to 2 hours" - was provided by a former employee of his with whom he already expressed disapproval. This is an issue of professional integrity. Owners need to accept responsibility for their errors and and the errors of their employees. If not then future patrons should be appropriately forewarned.

Sincerely,

Review: In December of 2012, an unknown friend called Molly Maid of East Harford, CT to clean our house. At the time, [redacted] was sick and in the hospital undergoing surgery. So a friend or family thought this would be a nice gift. I believe, but I'm not sure, we may have used Molly Maid in the past but were not satisfied and haven't used them in over 3-4 years. This order was placed on our behalf, without our knowledge or consent, the franchise forgot to collect this person's information (or misplaced it), name and payment info. Since this occurred, they expect us to pay for the service. We have explained the situation in detail numerous times to them and they refuse to contact or reach out to the original purchaser, who we have no idea who it is. In turn, they have been harassing us for over two years by collection agencies and now legal action, after we have spent many hours on the phone attempting to resolve this issue with them and they have been abusive. We speak with them and they agree to remove the charge, yet we receive another notice. As of 5/12/14 they refuse to work through this issue and point us to the collection agency which in turn does not allow disputes and asks that you call the original client. As we have no idea who ordered this service, we will not pay for something we didn't order. It is up to Molly Maid's to track down the person that ordered the service and collect payment from them. That is like a prank caller ordering pizza's to someones house and forcing the home owner to pay for all the food they did not order. Please help us address this situation as they franchisee of Molly Maids is too difficult to deal with and it has put enormous strain on our family and well being dealing with this for over two years.Desired Settlement: We simply want them to contact the person that ordered the service and have them pay for it as intended - they should have this info, if they do not, then that is their fault and should simply desist. We are not responsible for the charges and do not want this affecting our credit in any way. I have an attorney/friend that will manage this for me. The best thing for them to do is write off this debt and move on, otherwise it will end up costing them much more than the debt is worth.

Business

Response:

Mr. [redacted] is mistaken. His wife spoke with me to schedule the service for just after Christmas, 12/28. I remember it specifically since I listened to her story of having fallen on some hard times and had not been using our services, however she had a very ill husband and that a friend was going to pay for the service. We scheduled the clean on short notice "as something nice for the holidays, her friends would pay for". Since the [redacted] had previously used our services and had made good on all of the payments, I figured that it was worth squeezing in to our high demand schedule during the holidays. Something that is not easy to do. I trusted that some form of payment would be made, and that either a check would be provided during service or that someone would contact us, as Ms. [redacted] explained when scheduling. We did do the clean, but payment was never recovered.