Molly Maid of Stafford/Fredericksburg

Dear Ms. [redacted], Mr. and Mrs. [redacted] have been a Molly Maid of Stafford/Fredericksburg customer since June 3, 2015. Their home was clean a total of 4 times. Every clean the [redacted] received included cleaning their wood floors with [redacted] Finished Floor cleaner (see [redacted] A)....

This product is safe for finished wood floors and does not have wax or acrylic. On Saturday, July 18 Mrs. [redacted] emailed my Operations Manager regarding her disapproval of their floors. On Monday July 20 my Operations Manager scheduled for the team to re-clean the floors and had the Field Manager to quality check. The team and Field Manager tried 3 times to get the floors clean but it wasn’t working. I called Mrs. [redacted] on July 20 and told her that we were unsuccessful in removing the spots on the floor. I told her that I will call my insurance company to get someone to take a look at it to determine if we are at fault. I spoke to the Team Leader and the Field Manager about the [redacted] floor. They said that her floors always had a build up alongside the baseboards and some areas of the floor. If you read (see [redacted] C) “Estimate to Repair Floor Damage” the quote states that the present condition of the floor is from “Wax/Acrylic buildup – creating spotting & sticky finish”. Again, we use a cleaner that DOES NOT have wax or acrylic. [redacted] Oil Soap does. I provided to the Claims Examiner, [redacted], information on the [redacted] we use for approximately 95% of my customers.   Molly Maid of Stafford/Fredericksburg has 397 customers, been in business for 10.5 years and never had this issue until the [redacted] complaint. The claims examiner asked Mrs. [redacted] for a quote for having the floor fixed. The claims examiner evaluated the facts surrounding the case and product we used on their wood floors and determined that our product is residential grade cleaner therefore they didn’t see any negligence on our part. Friday, August 28 Mrs. [redacted] complained on the Molly Maid blog ([redacted] B). I highlighted where she stated that they had been using [redacted] Oil Soap for years and that a previous cleaning company also used [redacted] Oil Soap. The [redacted] were uncertain of what the other 2 companies used.  I was notified by the Molly Maid Home Office of her complaint. I called the claims examiner regarding her determination and I suggested that an appraiser and I meet with the [redacted] to pour our product and theirs on the floor, let them dry, to determine which will cause the damage. I was ready to fix the [redacted] floors if it was found that my company was at fault. [redacted] (Appraiser) said he will call me with a date and time. I waited for a few days and called the appraiser back because I hadn’t heard from him. He said that the customer didn’t want me in her house. She agreed that her and her husband meet only with him. When he got there the floors were already REFINISHED. Her and her husband decided to go ahead and get the work done. She showed Mr. [redacted] a video of what the floors looked like before they had them fixed and gave him receipts of the work done and the hotel they resided. Mr. [redacted] felt he didn’t need to call me because she didn’t want to meet with me. He submitted his report to [redacted] Insurance. I never promise that she will automatically have her floors repaired by Molly Maid of Stafford/Fredericksburg. I submit my case to my insurance and if it’s determined we are at fault, the customer’s damage is repaired. I wanted to demonstrate that our cleaner was safe but she didn’t want me in the house and had the floors repaired. I’m proud to be a member of the Revdex.com and having an A+ rating. Molly Maid of Stafford/Fredericksburg proudly displays the Revdex.com decal at the office. If you need to speak with me, feel free to contact my office number [redacted]Molly Maid of Stafford/Fredericksburg[redacted]

Revdex.com:
I have reviewed the offer and/or 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.There is no offer of any kind to resolve this matter in the response by Mrs. [redacted].
Regards,
[redacted]

Review: In May 2015 we contracted with Molly Maid of Stafford/Fredericksburg (VA), [redacted]. We agreed to a initial house clean, then every other week cleaning appointments. The initial clean was May 28, 2015. No problems, house looked great. Later cleaning appointments, June 19 and July 1, again no issues.

The cleaning team then came on July 17, 2015. This time, instead of shining hardwood floors, such as were the case after the previous appointments, the hardwood floor was dingy and appeared spotted. The floor looks as if whatever was sprayed on them was left to dry-- or that the solution they used was not diluted properly. The spotting was particularly apparent with sunlight the next day. We were expecting guests for dinner that evening so immediately re-mopped the floor in an attempt to remove the spots. No improvement.

The team came July 20 and washed an area of the floor with vinegar and water three times, hand-drying each time. The spots remained. At that time they told me they used [redacted] on the hardwood. They also said they had left the house before the floor was dry, so didn't notice the floor's appearance before they left.

Molly Maid told their insurance company that WE caused the damage. Damage was not there before July 17. After that cleaning appointment, floor was damaged.

Insurance company now says our use of [redacted] and Clean is cause of damage. That product has been used in this house since 2009. One previous cleaning service also used it. Damage came after Molly Maid's use of [redacted] on floor.

Estimate to repair is $1850. Insurance adjustor did not respond to requests for specific businesses from which to obtain estimate, so chose a company used previously by a friend. We will have to vacate the house for 3 days during the refinishing. Hotel will be (estimate from hotel, also submitted to claims adjustor) $159/night. No contact from Molly Maid/[redacted], no response to letter to insurance adjustor.Desired Settlement: Reimbursement for floor refinishing ($1850) scheduled for 9/1/15 and hotel expenses 9/1-3, 2015 ($477 estimate).

Business

Response:

Dear Ms. [redacted], Mr. and Mrs. [redacted] have been a Molly Maid of Stafford/Fredericksburg customer since June 3, 2015. Their home was clean a total of 4 times. Every clean the [redacted] received included cleaning their wood floors with [redacted] Finished Floor cleaner (see [redacted] A). This product is safe for finished wood floors and does not have wax or acrylic. On Saturday, July 18 Mrs. [redacted] emailed my Operations Manager regarding her disapproval of their floors. On Monday July 20 my Operations Manager scheduled for the team to re-clean the floors and had the Field Manager to quality check. The team and Field Manager tried 3 times to get the floors clean but it wasn’t working. I called Mrs. [redacted] on July 20 and told her that we were unsuccessful in removing the spots on the floor. I told her that I will call my insurance company to get someone to take a look at it to determine if we are at fault. I spoke to the Team Leader and the Field Manager about the [redacted] floor. They said that her floors always had a build up alongside the baseboards and some areas of the floor. If you read (see [redacted] C) “Estimate to Repair Floor Damage” the quote states that the present condition of the floor is from “Wax/Acrylic buildup – creating spotting & sticky finish”. Again, we use a cleaner that DOES NOT have wax or acrylic. [redacted] Oil Soap does. I provided to the Claims Examiner, [redacted], information on the [redacted] we use for approximately 95% of my customers. Molly Maid of Stafford/Fredericksburg has 397 customers, been in business for 10.5 years and never had this issue until the [redacted] complaint. The claims examiner asked Mrs. [redacted] for a quote for having the floor fixed. The claims examiner evaluated the facts surrounding the case and product we used on their wood floors and determined that our product is residential grade cleaner therefore they didn’t see any negligence on our part. Friday, August 28 Mrs. [redacted] complained on the Molly Maid blog ([redacted] B). I highlighted where she stated that they had been using [redacted] Oil Soap for years and that a previous cleaning company also used [redacted] Oil Soap. The [redacted] were uncertain of what the other 2 companies used. I was notified by the Molly Maid Home Office of her complaint. I called the claims examiner regarding her determination and I suggested that an appraiser and I meet with the [redacted] to pour our product and theirs on the floor, let them dry, to determine which will cause the damage. I was ready to fix the [redacted] floors if it was found that my company was at fault. [redacted] (Appraiser) said he will call me with a date and time. I waited for a few days and called the appraiser back because I hadn’t heard from him. He said that the customer didn’t want me in her house. She agreed that her and her husband meet only with him. When he got there the floors were already REFINISHED. Her and her husband decided to go ahead and get the work done. She showed Mr. [redacted] a video of what the floors looked like before they had them fixed and gave him receipts of the work done and the hotel they resided. Mr. [redacted] felt he didn’t need to call me because she didn’t want to meet with me. He submitted his report to [redacted] Insurance. I never promise that she will automatically have her floors repaired by Molly Maid of Stafford/Fredericksburg. I submit my case to my insurance and if it’s determined we are at fault, the customer’s damage is repaired. I wanted to demonstrate that our cleaner was safe but she didn’t want me in the house and had the floors repaired. I’m proud to be a member of the Revdex.com and having an A+ rating. Molly Maid of Stafford/Fredericksburg proudly displays the Revdex.com decal at the office. If you need to speak with me, feel free to contact my office number [redacted]Molly Maid of Stafford/Fredericksburg[redacted]

Consumer

Response:

I have reviewed the offer and/or 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.There is no offer of any kind to resolve this matter in the response by Mrs. [redacted].

Regards,