Molly Maid of Staten Island

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Thank you for taking the time to speak with me this morning and re-opening the above-mentioned case
As we spoke about, while I unfortunately read the response from *** at Molly Maid too late, I also found many inconsistencies within his response.
Again, as I explained to you, I have taken ill over the last months and am unable to clean my entire home by myself anymoreI hired Molly Maid to do so before having company on Mother's Day weekendUpon coming to visit my home for an estimate, I explained to *** that the two persons coming to clean MUST be thorough as well as non-smokersThis is a Free To Breathe environment (meaning there are oxygen tanks and breathing machines in this house).
Yes, *** gave me an estimate of $per hour and that the entire process should not have taken more than 1/hoursThat includes bathroom, guest room, living room, dining room, kitchen, hallway/entry way, vacuuming, cleaning all baseboards downstairs and upstairs and going up the stairs as well, including the chair lift ramp going up the stairs.
On May ***, *** and *** arrived*** very pregnant was very forthcoming upon her arrival that she did not want to be here, or should be here, in her condition*** was assigned the task of the bathroom and kitchen while *** had the remaining rooms to dust vacuum and baseboards.
In doing the guest room, *** ONLY vacuumed the front of the room and bed and not behind near the windowHer response "who will see that side anyway"??? *** finished this room and sent her downstairs to the dining room
While observing *** dust my dining room table, she dusted AROUND the table square (runner) on the table in lieu of removing it along with the crystal bowl on the table and dust the ENTIRE tableI gave her the benefit of the doubt thinking perhaps she didn't want to remove/touch the crystal bowlI removed it for her and asked her to do the entire table
Onto the living room...I observed her again dusting AROUND the frames and objects on my entertainment center in lieu of removing them off the surfaceMy coffee table also did not looked cleanedI asked her if she cleaned the coffee table and why she was not removing the items from the entertainment center and she replied "Look Lady, if you don't like how I clean, do it yourself or get someone else"She proceed to remove items from my entertainment center throwing them onto a nearby chair, breaking one of my framed picturesAfter that response I asked her to leave my homeWith ***, we immediately called her boss, *** and advised of the situation*** proceeded to nap in the car the rest of the afternoon while *** continued her job to finish what had to be done.
Only, *** was under the assumption that *** was going to complete the entire home*** only did the bathroom and kitchen, of which was her assigned job on this projectStill, they were there for nearly hours for a job that should have taken 1/2???
When *** was completed, we called her boss, ***, and he offered a price reduction of $for the entire service for that dayThat was because HE THOUGHT *** did her part AND that of ***'s partAt the end of the day, *** did NOT complete the entire job and had to come back the next day to finish the dining room, living room, vacuum, baseboards, hallways (upstairs/downstairs), etc
Without waiting for them, and unsure of their actual return time (they showed up at 2:30pm on May ***), I proceeded to clean my living room, dining room, hallway/entry way, baseboards all downstairs (moving furniture to do behind them), pictures hanging on the wall, doorwaysWhen *** returned the following day, there was very little for them to doShe vacuumed, did the baseboards upstairs, after I reminded her to, the stair case baseboards, after reminded to, and windexed the windows in the dining room (yet not the living room, or any other rooms), and did a once over in the dining room, which again, I had murphy oiled the furniture leaving only the chairs for her to do.
I did much more than I should have in the health state I am in.
At the end of their stay on Friday, May ***, which was not even an hour, *** stated to me; "There will be NO CHARGE for this entire service due to the incident yesterday and that you had done most, if not all, of the cleaning downstairsSince you are going to be a Monthly Returning Customer, we will most likely make up this cleaning job in months to come." With *** there, I called *** and confirmed such agreementI thought this was the right thing for them to do and was more than happy with said agreement going forwardI then gave *** her $tip in cash and she left
On Sunday, May ***, I checked my credit card to find that it was charged $175.00! Not only did he charge me, he OVER CHARGED ME! Both my husband and I called him Monday morningHe said he made a "mistake" and would "think about" issuing a creditThe next day, he issued a credit for $and still proceeded to charge me the $as discussed on ThursdayYet on Friday, when we spoke and I told him I CLEANED the ENTIRE downstairs of my home, he and *** agreed and relayed to me that there would be NO CHARGE for this 1st time service.
I have issued a dispute with my credit card company and they have already issued the credit backI do agree that Molly Maid is entitled to their $credit back, but in no way should I be charged for $for work I did and for items broken in my home.
I should not have had to follow the maids around my home to ensure proper and thorough cleaningI also asked *** if the maids are trained properly to clean homes, and he assured me they wereWell, if this is how they clean homes, I would hate to see how their own homes look!
Not only did I file a complaint with the Revdex.com and my credit card company, but I also did so on *** ***Much to my surprise, there were MANY other complaints filed again Molly Maid of Staten IslandToo bad I didn't see them before hiring them! I have since cancelled my credit card since they have my number on file
Please keep my complaint open and let others know that this service is not a customer service oriented companyThey are not thorough in their cleaning, leave marks on surfaces and just horrible and lazyAlso, trying to charge a credit card AFTER agreeing they wouldn't, is just stealingUnacceptable.
Thank you for your assistance with this matterShould you require further information and/or assistance, please do not hesitate to call me
Sincerely,
*** *** * ***
*** *** *** ***
*** *** ** ***
*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***

To Client File Name: *** *** *** *** Date: May **, I spoke with *** *** the day of the cleaning May *** to resolve a problem with one of our cleaners ***
who she had asked to leave the houseThe other cleaner was *** continued to clean the rest of the homeIn total the cleaners spent about three (3) hours at the homeThe fee is $per hour and due to the problems I had reduced the fee from $per hour to a flat $for the work that was done by *** and *** on Thursday may ***, prior to being asked to leave spent at least one hour in the home*** spent at least an additional hours in the homeI had spoken to the client about three times that Thursday*** *** additionally asked me to add a $tip on the bill for ***The fee was $plus the $tip for *** totaling $The charge was processed the same day and when *** *** called the following day she said that I incorrectly charge $instead of $I immediately issued a credit on Friday for $50, $erro r and the $tip she decided to give *** in cashTo make sure the job was completed I sent the ladies (*** and another cleaner ***) back to re-clean the home on Friday May***They were instructed to do whatever was needed to be done at no additional cost, in order to satisfy the customerApparently *** *** misunderstood what she was told by *** and by meThe second day reclean on Friday was free, not the entire cleanShe knew what the initial clean fee was since I visited the home on April **,prior to the cleaning to discuss the fee structureI left her a written estimate for the home cleaning of the charges which for the initial clean would be $per hourI estimated it to be 2-hoursDue to the problem wI lowered the fee to clean her home form $to $I have an estimate form which lists the fees and a statement for our employee *** regarding what she had told the customer, that I can e-mail to youThank you *** ***

An e-mail was sent to [redacted] on July [redacted]: I apologize for the issues you experienced when we cleaned your home on July [redacted]. I will have [redacted] our Customer Service representative give you a call to...

set up a free re-clean appointment for next week. We can be there as early as Monday July [redacted] or Tuesday July [redacted]. We do want your business and we are committed to trying to rectify this issue. Please contact me if this is not satisfactory. Thank you.
[redacted] acknowledge and we are set to re-clean her home shortly based upon her schedule.

Review: Molly Maid was hired to clean my 1 bathroom, guest room, living room, dining room, kitchen, entrance way, all baseboards and trim work. Job was to be done on Thursday, 05/**/15. Two staff members showed up around 12:30pm. With two Molly Maids, the job should have been completed within 90 minutes. One of the Molly Maids came in with an attitude, did not want to even be there, and made it apparent that she did not want to be there while in her pregnant state. In observing her cleaning, I noticed that she was not thorough. She took many short cuts, did not remove anything from surfaces and just dusted around such. I had a discussion with her about removing said items and being more thorough. She then yelled at me, and threw items off my Entertainment Center, breaking one of my frames. At this point, I asked her to leave my home. I then proceeded to call the [redacted]. He advised that he would send another team out on Friday if my home was not completed today. The other Molly Maid continued to finish her part of the job on Thursday, 05/**/15, but not that of the one who was asked to leave my home. I myself proceeded to clean my Living Room, Entrance Way, All Surfaces, Picture Frames, Furniture, Baseboards, etc. On Friday, 05/**/15, a team came back to only finish the Dining Room and Vacuum. At that point, the lead Molly Maid stated that there would be NO CHARGE for the services rendered this first time around. I confirmed such verbal agreement with [redacted] on Friday, 05/**/15. Upon checking my credit card charges over the weekend, I found a charge of $175.00 on my credit card. The original contracted agreed price was $125.00. So not only did he charge me, he OVER CHARGED ME! Both my husband and I spoke to [redacted] on Monday, 05/**/15. And we were told that he had to pay his girls for the work they did and that he would "think about" reimbursing us. As of this point, the charges remain on my credit card and I have had to put in a dispute with the credit card companDesired Settlement: I am requesting a FULL REFUND! I hired this company to do a cleaning job, that I myself had to do half of. Due to health issues, I am not supposed to be doing any heavy lifting, working with chemicals, and/or doing anything that can hinder my breathing. I wound up doing half of the job that I hired this company to do.

Business

Response:

To Client File Name: [redacted] Date: May **, 2015 I spoke with [redacted] the day of the cleaning May [redacted] 2015 to resolve a problem with one of our cleaners [redacted] who she had asked to leave the house. The other cleaner was [redacted] continued to clean the rest of the home. In total the cleaners spent about three (3) hours at the home. The fee is $98 per hour and due to the problems I had reduced the fee from $98 per hour to a flat $125 for the work that was done by [redacted] and [redacted] on Thursday may [redacted], prior to being asked to leave spent at least one hour in the home. [redacted] spent at least an additional 2 hours in the home. I had spoken to the client about three times that Thursday. [redacted] additionally asked me to add a $25 tip on the bill for [redacted]. The fee was $125 plus the $25 tip for [redacted] totaling $150. The charge was processed the same day and when [redacted] called the following day she said that I incorrectly charge $175 instead of $150.00. I immediately issued a credit on Friday for $50, $25 erro r and the $25 tip she decided to give [redacted] in cash. To make sure the job was completed I sent the ladies ([redacted] and another cleaner [redacted]) back to re-clean the home on Friday May[redacted]. They were instructed to do whatever was needed to be done at no additional cost, in order to satisfy the customer. Apparently [redacted] misunderstood what she was told by [redacted] and by me. The second day reclean on Friday was free, not the entire clean. She knew what the initial clean fee was since I visited the home on April **,2015 prior to the cleaning to discuss the fee structure. I left her a written estimate for the home cleaning of the charges which for the initial clean would be $98 per hour. I estimated it to be 2-3 hours. Due to the problem wI lowered the fee to clean her home form $294 to $125. I have an estimate form which lists the fees and a statement for our employee [redacted] regarding what she had told the customer, that I can e-mail to you. Thank you [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Thank you for taking the time to speak with me this morning and re-opening the above-mentioned case. As we spoke about, while I unfortunately read the response from [redacted] at Molly Maid too late, I also found many inconsistencies within his response. Again, as I explained to you, I have taken ill over the last 10 months and am unable to clean my entire home by myself anymore. I hired Molly Maid to do so before having company on Mother's Day weekend. Upon coming to visit my home for an estimate, I explained to [redacted] that the two persons coming to clean MUST be thorough as well as non-smokers. This is a Free To Breathe environment (meaning there are oxygen tanks and breathing machines in this house). Yes, [redacted] gave me an estimate of $98 per hour and that the entire process should not have taken more than 2 1/2 hours. That includes 1 bathroom, 1 guest room, living room, dining room, kitchen, hallway/entry way, vacuuming, cleaning all baseboards downstairs and upstairs and going up the stairs as well, including the chair lift ramp going up the stairs. On May [redacted] and [redacted] arrived. [redacted] very pregnant was very forthcoming upon her arrival that she did not want to be here, or should be here, in her condition. [redacted] was assigned the task of the bathroom and kitchen while [redacted] had the remaining rooms to dust vacuum and baseboards. In doing the guest room, [redacted] ONLY vacuumed the front of the room and bed and not behind near the window. Her response "who will see that side anyway"??? [redacted] finished this room and sent her downstairs to the dining room. While observing [redacted] dust my dining room table, she dusted AROUND the table square (runner) on the table in lieu of removing it along with the crystal bowl on the table and dust the ENTIRE table. I gave her the benefit of the doubt thinking perhaps she didn't want to remove/touch the crystal bowl. I removed it for her and asked her to do the entire table. Onto the living room...I observed her again dusting AROUND the frames and objects on my entertainment center in lieu of removing them off the surface. My coffee table also did not looked cleaned. I asked her if she cleaned the coffee table and why she was not removing the items from the entertainment center and she replied "Look Lady, if you don't like how I clean, do it yourself or get someone else". She proceed to remove items from my entertainment center throwing them onto a nearby chair, breaking one of my framed pictures. After that response I asked her to leave my home. With [redacted], we immediately called her boss, [redacted] and advised of the situation. [redacted] proceeded to nap in the car the rest of the afternoon while [redacted] continued her job to finish what had to be done. Only, [redacted] was under the assumption that [redacted] was going to complete the entire home. [redacted] only did the bathroom and kitchen, of which was her assigned job on this project. Still, they were there for nearly 4 hours for a job that should have taken 2 1/2??? When [redacted] was completed, we called her boss, [redacted], and he offered a price reduction of $125.00 for the entire service for that day. That was because HE THOUGHT [redacted] did her part AND that of [redacted]'s part. At the end of the day, [redacted] did NOT complete the entire job and had to come back the next day to finish the dining room, living room, vacuum, baseboards, hallways (upstairs/downstairs), etc... Without waiting for them, and unsure of their actual return time (they showed up at 2:30pm on May [redacted]), I proceeded to clean my living room, dining room, hallway/entry way, baseboards all downstairs (moving furniture to do behind them), pictures hanging on the wall, doorways. When [redacted] returned the following day, there was very little for them to do. She vacuumed, did the baseboards upstairs, after I reminded her to, the stair case baseboards, after reminded to, and windexed the windows in the dining room (yet not the living room, or any other rooms), and did a once over in the dining room, which again, I had murphy oiled the furniture leaving only the chairs for her to do. I did much more than I should have in the health state I am in. At the end of their stay on Friday, May [redacted], which was not even an hour, [redacted] stated to me; "There will be NO CHARGE for this entire service due to the incident yesterday and that you had done most, if not all, of the cleaning downstairs. Since you are going to be a Monthly Returning Customer, we will most likely make up this cleaning job in months to come." With [redacted] there, I called [redacted] and confirmed such agreement. I thought this was the right thing for them to do and was more than happy with said agreement going forward. I then gave [redacted] her $25.00 tip in cash and she left. On Sunday, May [redacted], I checked my credit card to find that it was charged $175.00! Not only did he charge me, he OVER CHARGED ME! Both my husband and I called him Monday morning. He said he made a "mistake" and would "think about" issuing a credit. The next day, he issued a credit for $50.00 and still proceeded to charge me the $125.00 as discussed on Thursday. Yet on Friday, when we spoke and I told him I CLEANED the ENTIRE downstairs of my home, he and [redacted] agreed and relayed to me that there would be NO CHARGE for this 1st time service. I have issued a dispute with my credit card company and they have already issued the credit back. I do agree that Molly Maid is entitled to their $50.00 credit back, but in no way should I be charged for $125.00 for work I did and for items broken in my home. I should not have had to follow the maids around my home to ensure proper and thorough cleaning. I also asked [redacted] if the maids are trained properly to clean homes, and he assured me they were. Well, if this is how they clean homes, I would hate to see how their own homes look! Not only did I file a complaint with the Revdex.com and my credit card company, but I also did so on [redacted]. Much to my surprise, there were MANY other complaints filed again Molly Maid of Staten Island. Too bad I didn't see them before hiring them! I have since cancelled my credit card since they have my number on file. Please keep my complaint open and let others know that this service is not a customer service oriented company. They are not thorough in their cleaning, leave marks on surfaces and just horrible and lazy. Also, trying to charge a credit card AFTER agreeing they wouldn't, is just stealing. Unacceptable. Thank you for your assistance with this matter. Should you require further information and/or assistance, please do not hesitate to call me. Sincerely, [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Before making an appointment for their services, I made sure to know exactly what services they provided. I was assured that all floors, walls, mouldings, baseboards, kitchen cabinets, windows and bathrooms would be thoroughly cleaned and sanitized. The representative also assured me that 2 hours would be suffice time to clean the sqaure footage of the house being that it was empty. When they arrived they began cleaning. I literally ran my finger over the doors, mouldings and window sills only to find dust still all over the place. The closets shelves remained dusty, the bathrooms were not thoroughly cleaned, the windows barely cleaned and mouldings remained untouched. I asked them go over some areas only to receive resistance on their part. Then they tried to skip out early because their next client was already mad that they were late. And then try to charge me for the full two hours plus 10 minutes.I called the office the next day to complain about their services and the gentleman tried telling me that in 10-15 minutes dust will build up if you are not actively using a room. Then he said someone would call me back and no one ever did. I'm still waiting!Desired Settlement: I would like them to come back on their own dime and do the job that they promised! I want my house spotless like they said they would leave, no corners cut! And next time come prepared with a step ladder to actually clean!

Business

Response:

An e-mail was sent to [redacted] on July [redacted]: I apologize for the issues you experienced when we cleaned your home on July [redacted]. I will have [redacted] our Customer Service representative give you a call to set up a free re-clean appointment for next week. We can be there as early as Monday July [redacted] or Tuesday July [redacted]. We do want your business and we are committed to trying to rectify this issue. Please contact me if this is not satisfactory. Thank you.

[redacted] acknowledge and we are set to re-clean her home shortly based upon her schedule.