Molly Maid of Northern Kentucky and Southeast Cincinnati

I hope you are doing well I’m sorry you were unhappy with your cleaning on July 7th, and I again appreciate you taking the time to give us your feedback I had a chance to speak with the team again to try and get a few more details about the cleaning as you had requested First, the route manager of your team is one of our most veteran route managers, having worked with us for over three years She said this clean was particularly challenging from the beginning Although the house was empty, the amount of dust and cob-web build up was substantial and required special attention They said there was a strong pet odor, which usually will require thorough scrubbing of all surfaces Typically the team will start from the top of the room and work their way to the bottom They mentioned the ceiling fans needing a lot of work to get the caked dust off, and there were cob-webs hanging from floor to ceiling The team leader also said the major appliances took quite a lot of effort due to the buiand mold The team said the majority of their time was devoted to cleaning the kitchen While cleaning the kitchen cabinets the team noticed evidence of mouse droppings This can be a tricky situation as a cleaner Of course we want to provide you with the very best clean but we have to be careful not to put our workers at risk in an unsanitary environment The team said they did the best they could to remove all the droppings and clean the cabinets accordingly Your cleaning was at our hourly rate, and you are only charged for the time the team spends to clean your home Therefore if there were time not spent to clean certain areas , you were not charged for it The team usually wraps up the cleaning by vacuuming and mopping their way out While doing this the team leader noticed bed bugs on the curtains In this situation we have to think of our other customers, and cannot risk contaminating their houses The route manager wrapped up the mopping and made her way out the front door All in all the cleaning took hours at the hourly rate of $78/ hour for the two person team The total came to $for your cleaning, however after seeing your pictures of the cabinet wipe out you were credited for ten minutes of cleaning ($6.50), bringing your total to $ I hope this helps to answer your questions about where the team spent their time in your home If you have any other question please feel free to give me a callHave a wonderful day, Christopher

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint I have discussed the context of Molly Maid by previous conversations with Christopher S I am a person of principal. There is no way it can take people hrs to clean a square foot cottage (logically that is hrs for person). There was no furniture so rooms only were vacuumed and window sill wiped with a dry cloth. Two of the rooms have ceiling fans which had to be wiped/cleanedThis leaves a very small bathroom with a new tub enclosure, no grout to clean.This leaves the kitchen. I left all cabinets door open for Molly Maid to clean the inside and outside of the cabinetry. The inside was NOT touched and I have photos to show the dirt. Some of the outside cabinets were also still dirty. Molly Maid said they cleaned the stove, yet it was wiped on the top but inside nothing was done.Molly Maid (Christopher S.) said the move-out was a deep-cleanIt was not. I don't know how the employees of Molly Maid spent hrs but it was not dedicated to cleaning this small cottage. Christopher Sstated he has GPS on their vehicle and knows they were at the cottage for the entire time; this may be true but they did not spend the time cleaning.It was not until I complained that Mr Ssaid the employees found mice drippings and a bed bug. I would think that if this is the case, especially any sign of bed bugs, that Mr Swould have told me this prior to my complaint. This is just good business. After it was mentioned, I told Mr Sthat I had already scheduled exterminators to spray and check for any unwanted creatures. There was NO sign of roaches, mice or bed bugs. I have the receipt for this too.Mr Smentions in his response that "I told him" it took me minutes to clean the cabinets so he returned $6.50. He must of misunderstood our conversation since it took me over an hour to do a job they should have completed within the time noted.I am not asking for the entire payment be returned but hr (or $78). I recognize they did some cleaning but definitely not a move-out or deep cleaning.Thank you for assisting in resolving this matter
Regards,
*** *** ***

I hope you are doing well.  I’m sorry you were unhappy with your cleaning on July 7th, and I again appreciate you taking the time to give us your feedback.  I had a chance to speak with the team again to try and get a few more details about the cleaning as you had requested.  First, the route manager of your team is one of our most veteran route managers, having worked with us for over three years.  She said this clean was particularly challenging from the beginning.  Although the house was empty, the amount of dust and cob-web build up was substantial and required special attention.  They said there was a strong pet odor, which usually will require thorough scrubbing of all surfaces.  Typically the team will start from the top of the room and work their way to the bottom.  They mentioned the ceiling fans needing a lot of work to get the caked dust off, and there were cob-webs hanging from floor to ceiling.  The team leader also said the major appliances took quite a lot of effort due to the build-up and mold.  The team said the majority of their time was devoted to cleaning the kitchen.  While cleaning the kitchen cabinets the team noticed evidence of mouse droppings.  This can be a tricky situation as a cleaner.  Of course we want to provide you with the very best clean but we have to be careful not to put our workers at risk in an unsanitary environment.  The team said they did the best they could to remove all the droppings and clean the cabinets accordingly.  Your cleaning was at our hourly rate, and you are only charged for the time the team spends to clean your home.  Therefore if there were time not spent to clean certain areas , you were not charged for it.  The team usually wraps up the cleaning by vacuuming and mopping their way out.  While doing this the team leader noticed bed bugs on the curtains.  In this situation we have to think of our other customers, and cannot risk contaminating their houses.  The route manager wrapped up the mopping and made her way out the front door.  All in all the cleaning took 3.5 hours at the hourly rate of $78/ hour for the two person team.  The total came to $273 for your cleaning, however after seeing your pictures of the cabinet wipe out you were credited for ten minutes of cleaning ($6.50), bringing your total to $266.50.  I hope this helps to answer your questions about where the team spent their time in your home.  If you have any other question please feel free to give me a call. Have a wonderful day, Christopher