Cleaning Services
Molly MaidThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:28/11/2024
Type:Service or Repair IssuesStatus: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.
October 2nd I booked Molly Maid cleaning services. I requested a deep clean and was told it "is a deep clean of the ****************** including all exterior ************************** interior windows, ledges, baseboards and light fixtures. As well as a complete high, low and hands on dusting and a vacuum and mop of the entire home. ************ is $140+HST per hour and includes 2 team members and can take approx 2-4 hrs."I agreed to this. The business asked to contact me by phone where I asked and was told that I would receive an invoice that evening for above services before I agreed to pay. The cleaning team stayed at the apartment for an hour before texting me telling me they were done. I wasn't able to return home to see the place as I was told to expect 2-4 hrs. When I returned, no clean had been provided & I had been charged $250.58 on my credit card. I emailed the business disappointed & provided pictures of my unclean house (dust under the bed, water marks on the tub, cabinets dirty - easily visible the place had not been cleaned). They replied and said that since I wasn't there to see the apartment when the cleaners were done that there is no guarantee, and they don't provide an invoice. They offered a 1/2 hr 'free' clean despite already having overcharged me for a service they did not provide. I replied multiple times asking for reconciliation or at least explanation of what the charge is for and received no response. I phoned the business multiple times leaving messages on the machine and with employees and never received a call or explanation. I understand that I was not able to complete a walk through with the cleaners, however I was unable to because I was misinformed of when they would be done. Furthermore, a charge of $250 is not what I was quoted, and not $140/hr +hst for one hour. I would like a full refund since I didn't even get the service described to me, however I will settle for a charge that appropriately reflects what I was quoted.Business Response
Date: 05/12/2024
Hi, as previously mentioned you did not complete a walk through which voids our 100% guarantee. The cleaners were there to do the job and I confirmed via gps units. We will not be refunding for service. The pictures sent did not warrant a refund as those areas were not requested to be done which is why they were not done at all. If you wanted them done you should have asked us to do them prior or been there for a walk through inspection. I have however sent a invoice so if you didnt get that you should check your junk or I can re send.
Courtney
Customer Answer
Date: 07/12/2024
The businesses reply to my complaint states that an invoice was provided to me and that I failed to provide the business with what I wanted clean.
These are just photos of the emails where the business owner explained to me what would be cleaned in My Home, What I agreed to have cleaned and what I requested to do in priority, And also, where I was told that I would not receive an invoice.
They did not provide the stated service, nor an invoice, and then ignored me when I tried to ask what I paid for. If that had been done, I would not be reporting them to the Better Business Bureau.
Customer Answer
Date: 07/12/2024
Another photoCustomer Answer
Date: 07/12/2024
Complaint: 22615805
I am rejecting this response because:
I have also added to more information. The response from the business is untruthful. The business stated they sent me an invoice and that I did not tell them what I would like cleaned. These are just photos of the emails where the business owner explained to me what would be cleaned in My Home, What I agreed to have cleaned and what I requested to do in priority, And also, where I was told that I would not receive an invoice.I had already told the business I would be comfortable paying for an hours worth of work, even though they still did not provide the service as agreed, an hour Is the amount of time that the employees spent at my place. There is no reason to be charged more than that
Sincerely,
******* ********Initial Complaint
Date:12/12/2023
Type:Service or Repair IssuesStatus: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.
Contacted ******** ********* on 09/18/23 to clean my home at ** ***** *** ****** ******* for service 09/25/23. Done. On 10/03/23, received an invoice, #***** for $146.90. Phoned ******** on 10/05/23, asked her to charge my **********. Imagine my shock when $269.32 was charged to my account, 10/06/23 and posted 10/10/23.Talked to ******** on several occasions but 10/20/23 received an email that she would be reversing the charge & correcting the error. NEVER HAPPENED. 11/07/23, asked again. NOTHING HAPPENED. 11/20/23, asked yet again. NOTHING DONE. She does not return my calls so I escalated to Client Care Centre and spoke to ******* but the only thing she did was have ******** call me again which was a complete waste of my time. It is now 12/11/23 & this problem has never been resolved. I would like to be reimbursed for the overcharge ******** processed.Business Response
Date: 12/12/2023
I have tried to contact Flora on many occasions including by email and phone to explain that the ladies were there longer then the 1 hour and this is why the charge is higher. We are a hourly charge and the ladies were there for 1 hour and 50 min at 146.90 per hour. She booked a maximum of 2 hours. Her regular clean after the deep clean would have been the 1 hour which would have total of 146.90. This charge was for a deep clean and this is why the charge is for 269.32.
Thank you,
******** *********
*****
Molly Maid Peterborough & Kawarthas
************
Customer Answer
Date: 13/12/2023
Complaint: 20991736
I am rejecting this response because: Copy of invoice below. This is the only invoice I received. Molly Maid's response was never received by me before today.
Sincerely,
***** **********Invoice
MOLLY MAID **** ******* ****
********* ** ******
Business ************
Fax
***** **********
** ***** **** ******** *****
****** ********* *** ***
Invoice date: 03-Oct-23
Client
Care/Claim No. :
Policy No.
:
Clean Date Clean GST/HST Total Paid
25/09/2023 Clean $130.00 $16.90 $146.90 $0.00
Total $146.90
Payments $0.00
Pay this
amount Balance $146.90
*** * *** * **********Business Response
Date: 03/01/2024
That was the second maintenance clean you had with us for one hour of service monthly. The first clean was dated august 30th for 269.32 and the second which was a regular cleaning was September 25th for your monthly service. Both i have confirmed and verified the ladies schedules. I do not see any issues with the current billing. This is exactly how our service works. It starts with a deep clean charged at a higher amount of time for the extra work done and then the second is a regular maintenance clean.Customer Answer
Date: 04/01/2024
Complaint: 20991736
I am rejecting this response because:I only received one invoice which I sent a copy of to *** for $146.90. If there was more owing, why did I not receive an invoice for it. At this point, I have no idea what they are talking about.
Sincerely,
***** **********Business Response
Date: 08/01/2024
We sent both invoices to flora to the same email. If she does not have one of them i would be happy to send it her way.Customer Answer
Date: 15/01/2024
Complaint: 20991736
I am rejecting this response because:***** is the only invoice I received from Molly Maid so they are lying through their teeth.
Sincerely,
***** **********Business Response
Date: 29/01/2024
We have charged Flora accordingly. The first for a deep clean and the second for a regular clean. We have no need to adjust this invoice.
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