Molly Maid of North Scottsdale, Ahwatukee & Gilbert

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Admittedly Molly Maid has used an aggressive email campaign to attack a long time customer who is on a limited incomeThey know stress aggravates my condition I do not know why they took months to tell me I owed anythingAs a result it's their fault for not having a better monitoring of their clientsIf they do not end this I will bring them to court for they threats and my medical bills Thank you
Regards,
*** ***

Molly Maid has appreciated your business for over 5 years and was under the impression the cleaning was meeting your expectations.  We have provided coupons as we do for all of our long standing customers as a means of thanking you for your business and the relationship that has been...

established.  When we have not met your expectations, we have stood by our guarantee and went out the next day to re-clean any area that was not cleaned as you would have expected and we pride ourselves on our level of service and do that at no expense to the customer.  I had not heard of any theft concerns until this complaint.  We take that very seriously and hope that we could get more information on that as to proceed with an investigation.Molly Maid has taken an aggressive approach to gaining our customer's email addresses for the purposes of getting more feedback from our customers on a more regular basis.  The timing of our request was purely for that purpose.   Often when our customers move to a different home, the cleaning requirements and size of the home are not the same as they used to be.  The house may be bigger or smaller than the previous home, the flooring may be different and, often times, there are less people occupying the new home or even fewer pets.  With these changes, there are price differences and that is why the price changed in your new home.  We provided an in-home estimate at that time so that you would know exactly how much the cleaning would cost.As far as the balance goes, we have exchanged emails that have outlined the payment that was missing on the specific date but, prior to those emails, we had sent numerous invoices for that balance (without a phone call) and continued to service your home because we didn't want the home to go un-cleaned understanding that you value the service we provide.  We do, however, understand mistakes happen and, in an effort to better understand the issue, whether it was our office mistakenly posting the payment to the wrong account or that we didn't receive it, we still want to get it corrected.  If your records show that you made that payment, we will gladly correct the issue if you could provide more detail.  Please know that we do appreciate your business and, if we can get some more information, we will correct it.  As it sits, there is a small balance remaining and our collection agency known for its compliance with the [redacted] has the account now because we were left with no options to assist in correcting this.

When we started to address this issue, we had asked for the customer to research his checks to determine if they had cleared his bank account.  Rather than providing that information or looking into it further, he refused and there was no way to know what check was missing, if a...

check cleared his bank or not or if one was posted improperly to a different customer.  In our honest attempt to apologize for the error, we notified him with an apology letter, suspended any collection activity while writing off the amount owed and sent the customer the check back.  The fact is that our collection agency did not report this to the credit bureau and no negative impact could have been realized.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Admittedly Molly Maid has used an aggressive email campaign to attack a long time customer who is on a limited income. They know stress aggravates my condition.  I do not know why they took 4 months to tell me I owed anything. As a result it's their fault for not having a better monitoring of their clients. If they do not end this I will bring them to court for they threats and my medical bills   Thank you 

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This is all well and good but I will not know if your overreaction to an issue you caused impacts my credit until I either buy a car or a house or when my insurance renews at a higher rate.

Regards,

I hired Molly Maid to do a "moving-out service". As they notified me, they would clean the inside/outside of cabinets, floors, baseboards, appliances, toilet, blinds, windows, window sills, bath tub, sink, vanity, and light fixtures. The only thing I was satisfied with, was the toilet and the blinds. Everything else was skipped over or done very poorly. And they left some garbage sitting right outside my front door. (If they didn't know where the dumpster was located, I would have at least understood if they put the garbage in a trash bag). They wanted to charge me around $85 for this service. I called and even supplied pictures regarding the missing services that they assured me would be done. They did offer to let another team come into my home to correct the problem, but since this was a "moving-out" appointment, I did not have the time. For the following day, I did arrange my schedule a bit to allow them to come in, however they did not have a team available for that time. They said they would allow me to pay only $74, but I still think this price is unfair due to the fact that I was only satisfied with only two of their services.

I would NEVER recommend this service to anyone!!!

Molly Maid has appreciated your business for over 5 years and was under the impression the cleaning was meeting your expectations.  We have provided coupons as we do for all of our long standing customers as a means of thanking you for your business and the relationship that has been...

established.  When we have not met your expectations, we have stood by our guarantee and went out the next day to re-clean any area that was not cleaned as you would have expected and we pride ourselves on our level of service and do that at no expense to the customer.  I had not heard of any theft concerns until this complaint.  We take that very seriously and hope that we could get more information on that as to proceed with an investigation.Molly Maid has taken an aggressive approach to gaining our customer's email addresses for the purposes of getting more feedback from our customers on a more regular basis.  The timing of our request was purely for that purpose.   Often when our customers move to a different home, the cleaning requirements and size of the home are not the same as they used to be.  The house may be bigger or smaller than the previous home, the flooring may be different and, often times, there are less people occupying the new home or even fewer pets.  With these changes, there are price differences and that is why the price changed in your new home.  We provided an in-home estimate at that time so that you would know exactly how much the cleaning would cost.As far as the balance goes, we have exchanged emails that have outlined the payment that was missing on the specific date but, prior to those emails, we had sent numerous invoices for that balance (without a phone call) and continued to service your home because we didn't want the home to go un-cleaned understanding that you value the service we provide.  We do, however, understand mistakes happen and, in an effort to better understand the issue, whether it was our office mistakenly posting the payment to the wrong account or that we didn't receive it, we still want to get it corrected.  If your records show that you made that payment, we will gladly correct the issue if you could provide more detail.  Please know that we do appreciate your business and, if we can get some more information, we will correct it.  As it sits, there is a small balance remaining and our collection agency known for its compliance with the [redacted] has the account now because we were left with no options to assist in correcting this.

Review: I AM HANDICAPPED AND ON AFIXED SSDI INCOME. MOLLY MAID HAS STOLEN FROM ME AND HAS NOT DONE A CONSISTANT CLEANING JOB OVER THE @ 5 YEARS OF SERVICE WITH ME. AS A RESULT THEY HAVE NUMEROUSLY GIVEN ME MONEYOFF AND FREE CLEANINGS, HOWEVER, INCREAASED MY RATE IN THEPROCESS EVENTHOUGH I MOVED AND THEYWANTED TO KEEP ME AS A CUSTOMER. NOW AFTER HAVING MOLLY MAIDCLEANING MY HOUSE TWICE A MONTH AT $88 THEY REQUEST MY EMAIL ADDRESS TO SEND ME PROMOTIONS SO THEY SAY IN APRIL BUT IT IS TO TELL ME THAT I OWE A BALANCE OF $88 FROM JANUARY. I WAS VERY SURPRISED AND DISGUSTED AS FOR MONTHS OF PHONE CALLS AND CLEANINGS THEY DDID NOT TELL ME OF OWING ANY PAST DUE BALANCE. NOW THEY ARE HARRASSING ME AND THREATENING ME WITH AA NEW BALANCE. THEY WILL NOT SETTLE AND I CANNOT AFFORD. I NEEDED THEM AND THEY TOOK ADVANTAGE OF A PERSON IN NEED WITH LITTLE MONEY. I AM IN FEAR NOW FOR MY SECURITY.Desired Settlement: STOP HARRASSMENT. END RELATIONSHIP. BALANCE IS $0. AFTER STRESS I REQUEST DISIPLINE AND A YEAR OF CLEANING SERVICE AT A $100 A MONTH BUT I WILL NEVER USE MOLLY MAID AGAIN.

Business

Response:

Molly Maid has appreciated your business for over 5 years and was under the impression the cleaning was meeting your expectations. We have provided coupons as we do for all of our long standing customers as a means of thanking you for your business and the relationship that has been established. When we have not met your expectations, we have stood by our guarantee and went out the next day to re-clean any area that was not cleaned as you would have expected and we pride ourselves on our level of service and do that at no expense to the customer. I had not heard of any theft concerns until this complaint. We take that very seriously and hope that we could get more information on that as to proceed with an investigation.Molly Maid has taken an aggressive approach to gaining our customer's email addresses for the purposes of getting more feedback from our customers on a more regular basis. The timing of our request was purely for that purpose. Often when our customers move to a different home, the cleaning requirements and size of the home are not the same as they used to be. The house may be bigger or smaller than the previous home, the flooring may be different and, often times, there are less people occupying the new home or even fewer pets. With these changes, there are price differences and that is why the price changed in your new home. We provided an in-home estimate at that time so that you would know exactly how much the cleaning would cost.As far as the balance goes, we have exchanged emails that have outlined the payment that was missing on the specific date but, prior to those emails, we had sent numerous invoices for that balance (without a phone call) and continued to service your home because we didn't want the home to go un-cleaned understanding that you value the service we provide. We do, however, understand mistakes happen and, in an effort to better understand the issue, whether it was our office mistakenly posting the payment to the wrong account or that we didn't receive it, we still want to get it corrected. If your records show that you made that payment, we will gladly correct the issue if you could provide more detail. Please know that we do appreciate your business and, if we can get some more information, we will correct it. As it sits, there is a small balance remaining and our collection agency known for its compliance with the [redacted] has the account now because we were left with no options to assist in correcting this.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Admittedly Molly Maid has used an aggressive email campaign to attack a long time customer who is on a limited income. They know stress aggravates my condition. I do not know why they took 4 months to tell me I owed anything. As a result it's their fault for not having a better monitoring of their clients. If they do not end this I will bring them to court for they threats and my medical bills Thank you

Regards,

Review: Molly M[redacted] had accused me of not paying for a January cleaning in April. Not notifying me until they felt relavant 4 months later. I refused to pay as I knew the m[redacted]s took my check from my home. As a result, they were rude and stubborn and reported me to the credit beauru. This cost my interest rate to increase 10 points. 8/27 I get a letter with the check - their m[redacted]s lost it. This cost me money because their neglagent company lost my payment.Desired Settlement: A substancial reimbursement for erroneously costing me money

Business

Response:

When we started to address this issue, we had asked for the customer to research his checks to determine if they had cleared his bank account. Rather than providing that information or looking into it further, he refused and there was no way to know what check was missing, if a check cleared his bank or not or if one was posted improperly to a different customer. In our honest attempt to apologize for the error, we notified him with an apology letter, suspended any collection activity while writing off the amount owed and sent the customer the check back. The fact is that our collection agency did not report this to the credit bureau and no negative impact could have been realized.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is all well and good but I will not know if your overreaction to an issue you caused impacts my credit until I either buy a car or a house or when my insurance renews at a higher rate.

Regards,

Review: This company came out and gave me an estimate to clean my home and when the cleaners arrived they not a clue what they was doing in my home and told me the amount on the estimate was incorrect, when finished they did a poor job and in calling office they were willing to come out 3days later to take care of the problem, they contract reads 24 hours, then to top it off they said I owe them more money for what they did wrong.Desired Settlement: I want my money back!!!

Business

Response:

We certainly appreciate any feedback and strive to improve our service and the experience our customers have with Molly Maid. We have reached out to this customer and have offered to come back out for a complete reclean for free. We stand behind our guarantee and, due to the date of the service (a Friday), our only option to return was the following business day, a Monday. In spite of the time that has passed and the way the call must have been handled, we value our customers and strive to regain the confidence and trust of the customer upon our return. She seemed to appreciate that as resolution to the issue.

I hired Molly Maid to do a "moving-out service". As they notified me, they would clean the inside/outside of cabinets, floors, baseboards, appliances, toilet, blinds, windows, window sills, bath tub, sink, vanity, and light fixtures. The only thing I was satisfied with, was the toilet and the blinds. Everything else was skipped over or done very poorly. And they left some garbage sitting right outside my front door. (If they didn't know where the dumpster was located, I would have at least understood if they put the garbage in a trash bag). They wanted to charge me around $85 for this service. I called and even supplied pictures regarding the missing services that they assured me would be done. They did offer to let another team come into my home to correct the problem, but since this was a "moving-out" appointment, I did not have the time. For the following day, I did arrange my schedule a bit to allow them to come in, however they did not have a team available for that time. They said they would allow me to pay only $74, but I still think this price is unfair due to the fact that I was only satisfied with only two of their services.

I would NEVER recommend this service to anyone!!!