Business ProfileforMolly Maid Of S. Silicon Valley

This is a copy of the email that I sent to the Estimator with combine changes in response to the owner's comments on other platforms.

1. When I booked the on-site estimate, the website automatically changed it to a cleaning reservation and included an automated-generated quote. I corrected it by text-messaging with the office.

2. During the estimate, Estimator informed me that one-time clean is always hourly based and the hourly rate is $125 for a team of two. She said that the job will take roughly 2.5 hours to 3 hours. No formal written quote was provided which I regret deeply now given how the situation has changed.

3. The scheduled cleaning was in the afternoon. Two ladies showed up at 2 pm after I called the office twice (once at 12:40 pm and was told that team will arrive in a hour or so, and once at 1:44 pm when no one showed up and the office had no idea where the team was).

4. Two more ladies showed up and I got confused. During my call with Estimator to get clarifications, she changed the quote to $155 per hour for a team of two. She also insisted on a team of three working at the house, which was quoted at $230+ an hour.

5. At that time I felt like I was forced to accept the higher price. I refused to have the team of three and requested the ladies to limit the work by two hours. The ladies were not efficient: at the 1 hour and 20 min mark, they only finished one bathroom at that time (working the second and barely starting the third one).

6. During the call Estimator also mentioned that the ladies have another house to clean after mine, and having a team of three can speed up the cleaning. It is noted that although it's a four hour window (12-4pm) for the team to show up, it is unreasonable to expect them to show up at 3pm and finish within an hour. Again, the ladies showed up at 2pm (I have footage to show that). If they have another task after four, it's not on me to ensure that they have a manageable workload.

Hi Jingyuan - we are sorry to hear that you didn't have a good experience. It sounds like there was some confusion during the process. All of our one time cleans are charged by the hour. There are no flat rates for occasional service - only for regular service. Based on the information you provided, the original price range given was between $426 - $581. You asked us to limit the cost to $310, which was no problem, but caused us to limit the amount that could be cleaned. As you mentioned, we did send a third cleaner to the house and also sent our quality manager - while staying at the limited price of $310 - but you refused entry to them. So the 2 cleaners stayed and cleaned for the amount of time that you purchased. The team did arrive within the arrival window provided and were out by 4pm.