Complaints

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• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Molly Mops was to organize my home and do a deep clean on April 4, 2025. This was after I informed them every room was in disarray, they said it was no problem. The charge was $274.99, but immediately changed upon arrival to $574.59, an upcharge of $296.60.They destroyed my home. They organized nothing and cleaned hardly at all. The centers of the rooms were open, with things piled up in FRONT of closets, air ducts, drapes and sides of rooms. They removed everything from bags and boxes and threw away so there is now no instructions or directions.Retrieved 4 new clean air boxes, but the machines are gone.I make jewelry my new product box now has older stock in it and not all the new inventory stones I purchased. Discovered they took papers and files and just stuck them anywhere. (Taxes mixed with cars and equipment; Recipes and pamphlets thrown in the Bitcoin file. EVERYTHING has to be gone through. Mother-in-laws typed recipes pulled from cook book and now completely destroyed irreplaceable50 year old cook book ripped and torn.I had to bring in, at 79 year old, 12 extra large garbage bags, full of rain water, go through them, and bring back all of my belongings that were indiscriminately thrown out, including a brand new bead reamer, new cuticle scissor still in its original wrapping, small inserts for electrical tools. Mail even unopened - was thrown in the garbage. And the list goes on.Why didnt I stop them? The 2 women they sent spoke very little English. When I tried to join them, my way was blocked with their equipment and they told me they were cleaning some things first. When I asked what was in the bags they were taking out to the trash, they told me just boxes.Molly Mops was going to give me one hour additional since I didnt contact them within a 24 hour span of time (I wasnt aware of a time limit). But as I kept finding more and more damages/problems and telling them about it, they took away their one hour.

  Business Response

  Date: 05/14/2025

  Thank you for the opportunity to respond. Molly Mops is a process-driven company, and weve reviewed this case thoroughly across our team. The sections below outline our response, supported by clear documentation and customer approvals at every step.
  
  No Hidden Fees: The Customers Claim About Extra Charges Is Unfounded
  At Molly Mops, we do not charge hidden feesever. It is a core part of our policy and customer experience.
  All customers are informed during the booking process that if a home requires more care than originally quoted, we will assess it upon arrival and contact the customer before any work begins. No cleaning starts without clear consent and approval of any service adjustments, including pricing.
  Thats exactly what occurred in this case. Our representative called the customer prior to the start of service, and the customer confirmed and approved the revised total on a recorded call. This interaction is fully documented in our system and in the customers own words from the call.

  Customer **************** and Confirmed Satisfaction
  The customer remained present and engaged during the duration of the cleaning, providing direct instructions to our team about how to handle her items. Our team followed her direction, including placing items into boxes and bags as requested.
  This was verified by the customer signing our standard service completion form, confirming that the work was completed to her satisfaction. As part of our standard quality assurance process, we also conducted a follow-up callduring which the customer praised the results, shared that her dogs could now safely move through the home, and said she would no longer feel embarrassed if her boyfriend came to visit.
  All of this is fully documented in our system, consistent with the multiple checkpoints we have in place to ensure customer satisfaction.
  
  Policy-Driven Response and Attempted Goodwill
  Molly Mops maintains a 24-hour satisfaction guarantee. This policy ensures concerns can be addressed fairly while the condition of the home remains verifiable. All concerns must be submitted through this process.
  Although this customers complaint was submitted well outside the 24-hour window, we extended goodwill by offering a complimentary one-hour follow-up visit. However, the customer escalated the situation with unsubstantiated claims and emotionally volatile messages, pushing the matter beyond the scope of what our services can reasonably provide.
  We withdrew the offer and notified the customer in writing, having fulfilled all policy obligations and extended support beyond what is typically provided.
  
  Conclusion: Services Completed and Fully Documented
  We fulfilled the scope of work as agreed, with the customers documented approval at every stage of our cleaning process and upon completion. This complaint does not reflect a failure of service.
  We have fully documented records supporting every aspect of this case, including:
  1. Recorded calls and transcripts confirming approval of pricing adjustments
  2. Before-and-after photos of the service provided
  3. A signed service completion form
  4. Direct statements of satisfaction from the customer
  5. ******************** documenting our professional follow-up and attempts to resolve the situation
  
  Our management team reviewed this matter in full and confirmed that our staff adhered to all Molly Mops policies, procedures, and service standards. We went above and beyond to resolve the customers concerns, including extending support beyond our normal satisfaction window. A refund is not warranted.