Molly Maid of Tacoma and Gig Harbor

Complaint: [redacted]
I am rejecting this response because:Their response is a complete and total lie. If they have a voice recording of our conversation, please present it. I would agree that if this recording truly exists, this would be complete and total proof that I am mistaken, which I am not.I know exactly what was discussed and very specifically what was requested, which was a 2 hour service, no more. I absolutely did not agree to an open timeline, that is ridiculous for someone to do. I did not let them clean past 2 hours. They showed up at the exact time of the appointment, then had to unload their supplies and gear from the car and get it all into the home, before they could even begin to work which was 10 minutes. I went into the home twice to advise and check the progress and specifically advised them a priority list of items and areas to clean and when they hit 2 hours to stop, as this was all the time I wanted. I contacted them and advised them immediately of the billing error. They actually never apologized for anything, they only argued that I had agreed to an open contract, which I would absolutely never have done. They said the owner would contact me and they never did. They did not leave a post on Yelp for me to contact them. Yes, there is something they can do, they can refund me the difference for what I agreed to, only 2 hours of work, no more, no less, very simple. I find it absurd that a company is trying to scam someone over 38 minutes of work, which I did not agree to. I have several properties and a vast peer landlord network. I will be sure to never refer them ever to anyone. If what they say is true, it means the cleaners started working at exactly 10am, which they did not and they finished at 12:38 which they did not. They started work at 10:10am and were packed up, pulling out of the driveway at 12:15. How is this billable for an extra 38 minutes! Ridiculous and lies! Total scammers! Never again!
Sincerely,
[redacted]

We are not trying to scam anyone we feel he is attempting to get 38 min of free work.  But no problem we will refund his money.   We pride our selves on excellent customer service.   We will refund his card as of today for the 38mins.  Also there is a response on yelp we responded immediately.   Thank you for your time.

We spoke with him the same week as the cleaning.  We have not notification of him limiting our time in his account, we also listened to his recorded call to see if we missed something we did not.  He was present for the entire clean, he let them continue to clean past two hours.  We...

cleaned 2 hours and 38 Mins total which he was charged for and given a ball park figure for on the phone call.  When we spoke to him we apologized for any miscommunication or misunderstanding of how our Hourly service works.  We don't feel the miscommunication was on our part, we go over everything very thoroughly.  The last message I left on Yelp welcomed him to call me personally so I could try to help resolve, he has not which I understand.  If there is something I can do please let me know.   Nick I appreciate your help in communicating with this customer, if I can provide anything to you please let me know.  We are truly sorry if we did not make sure he understood our hourly services correctly, but I don't believe we did not communicate it.