Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/27/2023

  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.

  Move In Clean for Molly Maid entails; vacuum & sweep all floors, wipe down baseboards, scrub ***************** scrub toilets, clean sinks and countertops, clean kitten appliances, dust everything.On Monday April 3rd, Molly Maid arrived at my empty house for their Move In Deep Clean. I worked from home for several interactions of move in companies throughout the day, except for one on site meeting. Molly Maid arrived right before I left for my meeting around 11:30am. They were packed up & about to leave when I arrived back at my house around 1:30. I said thanks & they left. No walkthrough of their job. I paid $378. In the next 4 days, we were not living in the house. The moving crew moved our living items (bed / dressers) on Friday, April 7th, the first night we officially lived in the house. Saturday, April 8th, I walked into the bathroom to find the shower covered in black mold, soap scum, ***** matter, cat hair (I do not have a **** ****** & a LOT more. I inspected the house, found the same thing in each room. They did absolutely nothing. I called Molly Maid at 8:19am that Saturday, April 8th, & left a voicemail. Didnt hear back until Monday, April 10th. They offered to reclean, but I pushed for a refund. I cannot take another day off of work to supervise the cleaning, the house was not empty anymore & we were preparing for vacation. I sent them an email of 20 pictures of proof but didnt hear back. I reached out again on April 12th, to follow up with the email & received no response. I followed up again on April 14th, & finally received a response on April 17th. Molly **** said they will do nothing as I contacted them outside of their 24-hour policy and anything can happen in 4 days. I replied with an email that states that mold forms and is visible after 18 days, so if the cleaning company did their job, I wouldnt see mold in 4 days. Also, they didnt follow their policy of a walkthrough of the house after the cleaning. Their communication ended from here.

  Business Response

  Date: 05/17/2023

  ***************** contacted us to perform a move-in cleaning. This clean was scheduled for 4/3/23. We sent a team that performed that clean within our estimated time frame. ***************** contacted us one week later on 4/10 via phone. She said that it was not a deep clean and noted several items that we do not clean. She suggested that we take apart plumbing fixtures, light fixtures. She had a few issues that were items that the team missed. We do offer a 24 hour guarantee and we did say we would honor a 168 hour guarantee, even though the home had been moved into during that week, and refund $100 as a courtesy. ***************** declined and insisted that we refund her the entire amount of her clean when the items that were missed were a very simple fix of approximately ***** minutes for a team of two. ****************** became combative with our staff leading to her telling us she was going to pursue legal action through an attorney on 4/17/23. Our company policy is that we no longer communicate directly with that client after legal action has been initiated. She was informed of that via email. On 4/21 she emailed to accept an offer of a re-cleaning and refund that was no longer valid, as it was now 3 weeks after the original cleaning. We have had no further outbound communication with ****************** beyond 4/17. She is not a client we are ever interested in serving again as she was combative and abusive to our staff trying to help resolve a situation in a way that we believed to be much more than fair. 

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 19987033
  
  I am rejecting this response because:
  

  I disagree with the accusations made by Molly Maid in their response. As stated in my first message, I called Molly Maid at 8:19am that Saturday, April 8th, & left a voicemail. Didnt hear back until Monday, April 10th. Please see phone records attached. Yes, Molly Maid did offer to reclean, however, I denied that offer since, again, I was not able take another day off of work to supervise the cleaning, the house was not empty anymore & we were preparing for vacation. A reclean was not an option. During the phone call, I did ask for the manager to come see the house to understand what I was talking about. She declined that. I then offered to facetime her. She declined that. I finally offered to take pictures and send them in an email. She accepted. After sending the email with the same pictures that are attached, I did not hear back for almost a week, even after following up twice. I have attached the email conversation as well. Molly Maids responded with we have a 24 hour policy. 
  

  During our phone call, I never asked for a fixture to be taken apart as you can see from the attached pictures, everything is able to be cleaned while put together. I know because I have spent hours the past few weeks cleaning the bathroom mold and mildew, the old food and dirt in the cabinets and drawers, ect. after the clean. It was not a ***** minute re-clean as Molly Maid stated in their response.
  

  In addition, I feel I responded to their emails in a professional manner, I was not combative nor abusive. Please see attached. I was just a new homeowner trying to get my money back for a service that was not completed.
  
  Sincerely,
  
  *************************