ComplaintsforMOLLY MAID Of Greater Frederick And Columbia

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we hired cleaner for house cleaning and they scheduled to come on dec 18th. They came and did not do what the scheduler said would be done for the amount. During scheduling they said they will charge - 120$ per hour and include: cleaning baseboards with wet rages, clean ALL doors and door frames, clean the inside of fridge in addition to floor mopping and restroom cleaning. They did NOT even touch the baseboards, Did not wipe clean all door, they only did glass doors. Did not even move plastic chars to mop. Did NOT clean fans, or lights. In short they provided bad services. The services they provided are no where near what anyone the basic expectation. Upon trying to reach back to the company they are responding. All of this is after I have pre-prepped the house by clearing all the surfaces.

  Business response

  01/10/2024

  Good Afternoon,

  On December 15, 2023 we were emailed from customer asking us to do a clean on 12/18 or 12/19 2023. We rearranged our schedule to accommodate the customers needs and was able to perform the cleaning on December 18, 2023 We had a team of 2 ladies from Molly Maid do an initial clean for $120/hr which is our standard rate and agreed to by the customer. The ladies were in the home 2.75 hours which totaled $330. To assist us in improving our services and ensuring quality control, we kindly request before-and-after pictures of the areas in question. This will help us identify any discrepancies and enhance our training processes to prevent similar issues in the future. That is the reason the ladies send us pictures, as it is a requirement when performing a cleaning.  The ongoing activities the customer had with the people working at their house on 12/18/2023 may have caused dust or dirt to accumulate in areas that were previously cleaned. The customer called us and complained right as the ladies were leaving said there were areas missed. The very next day, 12/19/2023 a team of 3 ladies went back to the customers home and did a reclean of the so-called missed areas at no additional charge as this is the policy and procedure we follow at Molly Maid. The customer mentioned that there are cheaper cleaning companies that she has used in the past such as $120 or $150 and she felt like she should pay that amount only. Once a customer has the initial clean and proceeds to sign up for regular services, we can offer Weekly, Bi-Weekly, Tri-Weekly, and Monthly cleanings which are set rates and based off of square footage and condition of the home. In conclusion, we followed our policy and procedure to assure the customer received the services she paid for.

  Kind Regards,

  Ritu ****

  Franchise Owner
  Molly Maid of Greater Frederick and Columbia
  *****************
  915 Toll House Ave Ste 209 Frederick, MD 21701
  ###-###-####

  Customer response

  01/18/2024

  I had missed the response from the company and so was unable to respond in time. I request the complaint be open. I do not agree with the response from the company. She mentions that they provided the services according to their policy. I would like to see that policy. When I called, her scheduler Giawany?  I guess his name was, mentioned to me that the cleaners would clean ALL the doors and door frames with wet rags, they did not do that. He also mentioned and I confirmed and reconfirmed that they would the base boards. He said: " yes, local cleaners just dust the baseboards but our team uses wet rags and hand clean all the base boards". This was one of the main reasons for me to hire these cleaners. When I called back and complained that this was not done. I also mentioned that I have least confidence in the team they sent for cleaning, and that they were denying to my face even when I there and was pointing to them that they missed these areas. Yet, the company sent the same people. They not only left the places un addressed, even the second time - when they did not even go upstairs. They just did the baseboards in the living space. Did not touch anything in the second floor. Did not touch the fans, they did not clean the fridge, they did not even move a planter to vacuum or mop, they  did not do door frames, they did not clean the sinks in the bath rooms. they did not clean the tiles in the bathroom. If they will charge 120$ per hour.. shouldnt they be doing something in that hour? They/She keeps mentioning there was another company working at our house, it was a plumber who was trying to see the issue we were having in the basement. He just walked in the living room certainly not on the baseboards!!! I wonder why that is even being brought up. I have checked their reviews on ********, where many customers have similar complains. People will promise many things, but team that comes performs bad, they say they will come back but they do even worse when they come back! **** ******** ** ******* ** ******* ****** ********* ** ********* *********. I was initially under the impression, the team was in experienced and perhaps the company did not know. But even after bringing it to their notice, they just did not take responsibility to get this addressed. This is proving to me that this is their business strategy to may be hire inexperienced team for cheap but promise high performance to the customers. Service provided is one part of it. Second part is that, when they came in again, they were so unprofessional that they said my house was dirty to my face!! 

  Business response

  01/26/2024

  Dear,

  We appreciate the feedback and understand the customer's concerns regarding the cleaning services provided by our company. We take all customer feedback seriously. 
  

  
  Upon reviewing the second complaint, we would like to clarify that our cleaning services are conducted in accordance with our company policies, and we strive to meet the expectations of our customers. We acknowledge the specific areas the customer highlighted, such as the doors, door frames, baseboards, and other tasks that were not addressed to her satisfaction.
  
  In response to her request for our cleaning policy, we will provide you with a copy promptly. Additionally, we regret any misunderstanding regarding the cleaning process explained to the customer. 
  
  Regarding the issues the customer raised about the team's performance during both visits, we genuinely apologize for any lapses in our service. We have taken note of the detailed feedback, and we are committed to improving our processes to prevent such occurrences in the future. Regarding the mention of other customer reviews, we take all feedback seriously and continuously work to enhance our services. 

  In order to support our response, we have added copies of our conversation about the services, company policies and estimates provided via email.  

  Best Regards, 

  Ritu ****

  Franchise Owner

  Customer response

  01/29/2024

  
  Complaint: 21061190
  
  I am rejecting this response because: The attachment with estimate clearly mentions that the higher end of the time taken for square footage is 3.25 mins and I think at least in that timeframe they will be able to do what the estimate clearly mentions they will do. For reference see below on what the email they attached states.  And the email response from the Business states that ". We acknowledge the specific areas the customer highlighted, such as the doors, door frames, baseboards, and other tasks that were not addressed to her satisfaction" - To that my response is that - they were not addressed at all. It is not about my satisfaction, the cleaners did not even touch the doors/baseboards. And there are many other areas that are promised in the services provided as laid out below that were not done. They were very slow in the very few services that they actually provided. So does that mean I pay for them to while away time by moving at snail pace? 

   

  Please find the services that we provide for recurring services: 
  • Disinfect high-touch areas, vacuum, and mop all floors, carpets, rugs, and stairs.
  • Dust the ceiling fans, air vents, blinds, windowsills, light fixtures, baseboards, furniture, and décor. - NOT Done
  • Remove the trash.
  • In the bathroom, clean and sanitize the tub, shower, toilet, as well as sink area. - NOT Done
  • In the kitchen, clean the countertops, stove top, inside and outside of the microwave - NOT Done, the fronts of the cabinets,
  and all appliances. - NOT Done
  • Spot clean doors and woodwork. - NOT Done
  • We also make the beds 
  • Wipe down closet shelves and clean the inside of the oven and refrigerator at your request. - NOT Done

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter purchased a gift certificate for me for house cleaning services in the amount of $225. I tried to redeem the certificate online on March 25, 2022 for a April 4th cleaning and was unable to do so. The system would not confirm the appointment. No reason was given. I called the office. The woman said she could schedule the appointment. I gave her my name, address, email and home telephone number. She then asked for a credit card number. I gave her an American Express credit card number. She said they did not take American Express. I ask why she needed a card for pre-paid services. She said someone would call me back. On March 28, I called the office again. This time I also gave the gift certificate number. Again someone said they would call me. I did not receive a call back. I called the office a third time and the guy sent me an email requesting the email that was sent to me as proof of the certificate. I sent the link from Molly Maid to the local office. I still have not been allowed to redeem the gift certificate.

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/04/05) */ Hello ******, we apologize for any inconvenience. We understand the gift certificate was purchased on March 25 and your were looking for a clean on April 4th. After investigating your profile we see that you were scheduled in our system on March 28th to have your clean on April 4th. We apologize for the miscommunication with the gift certificate and failure to let you know that our system specifically for gift certificates was down at the time you were booking your appointment. We noticed that you had the service on April 4th and the certificate was applied. We hope you enjoyed the clean!

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