Complaints

This profile includes complaints for Molly Maid of Greater Austin's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Molly Maid of Greater Austin has 3 locations, listed below.

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  Molly Maid of Greater Austin

  7801 N Lamar Blvd #A132 Austin, TX 78752

• 

  Molly Maid of Greater Austin

  1040 N Walnut Ave Ste D Canyon Lake, TX 78130

• 

  Molly Maid of Greater Austin

  501 W. Elms Rd Ste. 15 Killeen, TX 76542

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:10/10/2022

  Type:Billing 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.

  I called Molly Maid of Austin for a quote on my one-time housecleaning. I gave the size of the home, including bedroom numbers/bathroom numbers, at their request. I was quoted $133.50 for two people for 2 hours, and I reiterated this to the agency because I was on a budget with this cleaning and could not overspend. When my credit card was charged, it was charged $303. I would never have agreed to this and was very clear with the agent and made her repeat her pricing to me several times. I am just blown away by this because I was super clear in my communications. I am going to dispute the overage of $170 with my card company. I would never ever use Molly Maid again! I was super careful when I spoke to them!

  Customer Answer

  Date: 10/14/2022

  Molly Maids of Greater Austin which states it is at ******************************************************************************************** is the entity I dealt with, but I'm confused as to the question, my home is at ************************************************ in ******* ***** 78602

   

  Restating:  'please clarify the address for the location your transaction was with' -- I have provided both...

   

  Please also know that a customer only calls, they do not go into the facility.  

  Business Response

  Date: 10/19/2022

  This customer was notified several times that her cleaning would be by the hour.  (The only way we do initial or one-time cleanings for over 28 years). We have never varied from that policy or pricing method.  We have two call recordings verifying that we told her it would be hourly and she seems to want to ignore them.  Not sure what else we can do.  Her credit card was declined once and she gave us a new card with full knowledge of the amount we were going to charge.  There doesn't seem to be anything else we can do.

  Customer Answer

  Date: 10/20/2022

  Complaint: 18188409
  
  I am rejecting this response because:

  Here's what Molly Maid says in their response:

  We have two call recordings verifying that we told her it would be hourly and she seems to want to ignore them.  Not sure what else we can do.  Her credit card was declined once and she gave us a new card with full knowledge of the amount we were going to charge.  

  I am going to attach the recordings that were provided to me, 1) the first I listened to twice and still cannot tell what the girl is saying, because she doesn't speak clearly, she says $123 or $133, then pauses and says what sounds like $15 an hour (which I thought she was doing calculating on her own) and 2. The second recording says nothing about what will be charged.

  Please evaluate these recordings on your own.  I notified Molly Maid after hearing them why I still would have been confused.

  
  Regards,
  
  ***************************

  Business Response

  Date: 10/21/2022

  I understand what this customer is saying, but we have had the recordings listened to by disinterested parties and they both agree that the communication was clear.  Since we have not changed our charging methodology in over 20 years, we would have no reason to say anything different.  It is also clear on our website that we charge by the hour.  In a third conversation with our owner, she also says maybe she misunderstood because she was preoccupied with her child's wedding at the time.  We do not know what to do from here as nothing has been proposed in the way of a compromise. 

  Customer Answer

  Date: 10/21/2022

  Complaint: 18188409
  
  I am rejecting this response because:  I have provided the recordings to both BBB and my credit card company for them to make a determination.  

  I can not find a clear place on the Molly Maid website that states per hour, only estimates, and the form estimator does not function or I would have easily determined that the service was out of budget.

  The company has not offered to make any concessions whatsoever on this issue; I make it clear in my initial discussion that their form isn't working.

  I work in business communication and have experienced all manner of 'talking to customers' and I have found this experience most unpleasant.

  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/01/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Spoke to Molly Maids on August 29th 2022 on hiring them for a move out cleaning. Gave the receptionist all details on the space including square footage and she quoted me ****** on the phone whereas I replied "Wow that seems really low, are you sure? Is this including stove cleaning as well as fridge cleaning?" she replied that "Yes" I confirmed the appointment for the 30th and the maids completed their service. On August 31st, 2022 I see a charge in the amount of ****** on my credit card. I of course call Molly Maids and a different woman breaks down the charges for me and I say "Okay, but I was given a different amount from another woman and I would have never booked for that amount" She replies "let me listen to the recording and look at the notes. I will call back in a few" She calls back after 25 minutes and says "I have spoken to my supervisor and listened to the recording and we never gave you that quote. You also asked for a quote on line and it was an average of 215.00-350.00" I would have never booked a cleaning for ****** for an **** square foot unit. Frankly this is a bait and switch and they need to stop telling customers one number and charging a different. There are previous reviews illustrating similar experiences. I have been a licensed realtor for 14 years and this is just appalling and frankly illegal!

  Business Response

  Date: 09/02/2022

  This issue has been resolved with the customer. 

  Customer Answer

  Date: 09/02/2022

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