Molly Maid

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to mei will notify the financial institution to accept a $refund not to mention the broken coffee pot not previously mentioned

Complaint: [redacted] I am rejecting this response because:I have already explained in my original responseI was not quoted a total, I was quoted an hourly rate based on peopleYour team refuted to you what they told me when they arrived about how I would be chargedI had planned to use this service on a regular basis at my new home in Camas but Molly Maid would rather lose a customer rather than refund a few dollars due to unclear quoting practicesThe lack of listening went both waysMolly Maid did not listen to my complaint which added to my frustrationI've booked recurring service with another companyThere is no need for [redacted] to respondIt's clear they aren't going to even acknowledge what I'm trying to explain or throw me a bone by at least apologizing for the confusion, even if they are unwilling to make any adjustments Sincerely, [redacted] ***

Dear Ms [redacted] , My office manager, [redacted] , received a called on December 23rd., from Mr [redacted] stating that our employees pried open his wife closet and claims we took all his wife’s jewelry [redacted] told him that she would talk to the employees and call him backThen the following day in the morning before dispatching the employees, [redacted] talked to them explaining what Mr [redacted] had said and both of them said they didn’t go into any closetsThey said they arrived at the home as usual, retrieved the key from under the matt where the ***’ leave it for usAfter done with the cleaning the key was returned under the mattThe employee in charge of that team said that nothing seemed abor out of place when they were cleaning [redacted] called Mr [redacted] and told him what our employees statedHe requested our Insurance information because he claimed we were the only ones in his home [redacted] explained to him that our policy in regards to missing items is to question the girls and then let the customer know that they are more than welcome to file a police report if they feel the needShe also let him know that we and the ladies would cooperate with the police however we needed to We have not been contacted by the police at all Please let me know if you need anything else from us Thank you, [redacted] ***

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

We cleaned this house on January 30th The crew was there from 2:to 4:49, [redacted] got home at 4:15, and stated she was not going to pay for more than hours, but we had to finish the jobAs a resolution to being late with the pm finish time she says she requested, but we have no record of, we did not charge for 1/hours, just She was unhappy that we weren't done when she arrived, so we finished the cleaning at no additional charge and only charged her for hours We also took off a $coupon she had This resolution was fine with the customer at the timeThere was no note about being done by in our file The customer had no complaints or communication about the service from January 30th until her credit card was charged for the cleaning on March 8th I would refund the $she requested, but here is the body of the email she sent to the office "You are wrongThe fact you keep extremely poor records is not my concernYour team was suppose to be done at a specific time and were notWe have reported this injustice to the Revdex.com, as well as social media sites, and the bank account impacted by your fraudulent charges has been notifiedYour claim of great customer service is a crock o" Until I am sure that the $charge will not be taken on a charge back by the credit card company, I can't refund the $ I will gladly refund the $as a resolution once I know that we won't be on the hook for $and $

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Initial Business Response /* (1000, 5, 2015/12/04) */
Well over a week after we had cleaned their home, the complainant called to say our team had damaged the carpet in a bedroomWe went over to look at the damage and a string or thread about a foot long starting under the baseboard at the wall
had been pulled from the carpetThe actual string was not there or in our vacuumAlso, both team members said there was no damage when they left
In the interest of good customer relations, and trying to retain the customer, we agreed to check into repairing the damageAfter contacting several services we found a company who recommended replacing a small section where the damage occurred with a piece of carpet from the closet and put new carpet in the closet to replace the section put in the roomThe reason being it is not possible to perfectly match the carpet with new carpeting from a different "lot" and the closet had the same carpet which would provide the best matchPlus, the new carpet section would then be in the closet and less noticeableThis same repair was recommended from several carpet repair servicesAs a side note, after their inspection the carpet repair company told me it would be virtually impossible for a vacuum to pull that string with that style of carpet
We contacted the customer with this course of action and the carpet repair service discussed the plan of action directly with the clientDuring the process the customer was informed by us, and the carpet repair service, that a perfect match was not possibleEspecially given the current carpet is significantly wornThe customer agreed to this course of action and never mentioned replacing the carpet in the whole room
Some time subsequent to the repair, the complainant sent an email asking us to look at the repair which we did during one our cleaning datesIn another email after that, he asked if we thought the repair was acceptableWe said yes we thought it was and that the section in the room would start to blend in more as it became more wornWhile the closet section is not a direct match, it is close and it is my understanding this section in the closet usually is covered with stuff and wouldn't be as noticeable
Initial Consumer Rebuttal /* (3000, 7, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response shared is a complete misrepresentation of the facts, and I have several emails to illustrateMy wife received similar runarounds via her phone conversations with this company so we started communication via emailI do not care about the expense as I have an appointment with a company I trust to come replace the rooms flooringI just want to make sure others do not get this same poor service without warning

My name is Max Z*** Since the year I am the owner of the Molly Maid Seattle Eastside franchise The franchise was founded in Mercer island in
We currently have over customers on the greater Eastside several of whom have been with us for over years
Approximately
costumers receive regular service (weekly, bi-weekly, monthly) and are 'occasional' customers
All customers receive a written quote prior to the initial cleaning This quote remains in effect for regular customers for the duration unless there is a change in service requirementsIn the case of occasional customers, as is the case with Ms.***, there is an initial cost estimate, applicable to the first (initial) clean Thereafter, cost will vary depending on the customer's requirements In the case of Ms.***, unfortunately so I must say, turned into the year of price increases for all of our occasional customers For each subsequent cleaning, Ms.***, upon calling our office, received the new rate over the phone Since, unlike the initial quote, the increases were not confirmed in writing ( a practice we will change going forward) Ms*** insisted on the original quote Therefore, realizing that there might be grounds for confusion or misunderstanding, we will confirm future price changes for occasional cleanings in writing Also, we will credit Ms.***'account for the amount of $
Thank you for bringing this issue to my attention
Sincerely,
Max Z***, Owner, Molly Maid Seattle Eastside

Revdex.com:
In response To MrZ*** - this is all have been requesting for the past two weeks, the correct credit to reflect my understanding of the charges Jessica M*** refused on several occasions To make it clear about your recent price increase, I WAS NOT informed over the phone - I was not informed at all It was not until I asked about the higher charges on my credit card that I was notified over email I am happy to hear you will be modifying the way your inform your customers Please have your office send me a confirmation email of credit to my Visa account once that is done, in addition please remove or destroy my credit card information from your data base I appreciate your professionalism and follow through Also, to ensure proper client credit - the correct spelling of my last name is ***
Thank you, and thank you Revdex.com for ensuring a resolution
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

To whom ever it may concern,
We are writing to let you know we have
refunded *** Ward the full amount for the cleaning service provided onOctober 7th as she had requested for desire

I would like to cancel my complaint (#***) The business has resolved the issue to my satisfaction, and I do not wish to pursue the issue any further

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We charged the customer for hours when we actually cleaned for hours $vs $that it actualized The customer has already received a discount She spoke with managers and was belligerent and refused to listen We quoted an estimate of $196-$and the
customer was charged $ Thank you,*** ***Operations Manager

At Molly Maid we pride ourselves on the quality we provide to each customer all while ensuring a 'clean you can trust' motto A huge part of meeting customers expectations starts with the initial phone call from the customer into the office During the initial call, the office manager
will attempt to arrange a day/time to meet with the customer to conduct a free in home estimate During an in home estimate, we factor in condition of home, when was it cleaned last, clutter, pets, etc The free in home estimate give the estimator an opportunity to accurately assess how much time is to be spent in the home in order to meet the customers expectations An in home estimate also provides the customer an opportunity to converse in person with our estimator to address their needs and what their budget is The estimator will then take into consideration everything discussed and calculate how much time the clean will take and provide a quote Sometimes customers for go the free in home estimate and will agree on the phone for us to come into their homes for a predetermined amount of time in home along with a predetermined, agreed upon price When this occurs the office manager will try to get as much information from customer as to the condition of the home, keeping in mind the condition of ones home from any persons perspective lies solely in the the eyes of the beholder In this particular case, based off the initial conversation and what the customer described the condition of the home to be in, it was agreed to work off a priority list for 2-hours Not promising that all the rooms would be cleaned due to not knowing the true condition of each room The kitchen was main priority, followed by family room, living room and upper bathroom Upon the teams arrival, they found the condition of the kitchen to be in much worse shape than what was described over the phone This is all I will comment on the condition of the kitchen It is true that the team only worked in the kitchen for the entirety of the paid time It needed that much attention and then some

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

karlJul 2 [redacted] 
[redacted],Here is my response to the customer complaint (ID [redacted]):"Molly Maid is sorry that [redacted] was dissatisfied with our service - in the interest of customer relationships, Molly Maid will settle with the customers request to refund $100."Thank you,Karl **...

B[redacted]Owner/President Molly Maid of Lake County[redacted]http://mollymaid.com

We cleaned this house on January 30th.  The crew was there from 2:15 to 4:49, [redacted] got home at 4:15, and stated she was not going to pay for more than 2 hours, but we had to finish the job. As a resolution to being late with the 3 pm finish time she says she requested, but we have no record...

of, we did not charge for 2 1/2 hours, just 2.  She was unhappy that we weren't done when she arrived, so we finished the cleaning at no additional charge and only charged her for 2 hours.  We also took off a $20 coupon she had.  This resolution was fine with the customer at the time. There was no note about being done by 3 in our file.  The customer had no complaints or communication about the service from January 30th until her credit card was charged for the cleaning on March 8th.  I would refund the $64 she requested, but here is the body of the email she sent to the office "You are wrong. The fact you  keep extremely poor records is not my concern. Your team was suppose to be done at a specific time and were not. We have reported this injustice to the Revdex.com, as well as social media sites, and the bank account impacted by your fraudulent charges has been notified. Your claim of great customer service is a crock o"   Until I am sure that the $164 charge will not be taken on a charge back by the credit card company, I can't refund the $64.  I will gladly refund the $64 as a resolution once I know that we won't be on the hook for $64 and $164.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. i will notify the financial institution to accept a $64.00 refund not to mention the broken coffee pot not previously mentioned