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Business Profile

Cleaning Services

Molly Maid of Farmington and Greater Hartford
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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Molly Maid of Farmington and Greater Hartford has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:05/18/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On May 17, 2023 I, while present in home, recieved an initial deep cleaning from Molly Maid of Farmington (the greater Hartford area) ********* **. office which I purchased for $315. After Molly Maid performed thier duties I noted they did well in cleaning my home. Unfortunately when inspecting my upstairs bathroom I observed my bathroom tub drain stopper to be damaged/broken. The tub drain stopper noted to be snapped off it's normal fastened position. I immediately took pictures, sent an email regarding property damage along with pictures to Molly Maid's email service explaining situation, requesting a remedy to new found issue. On 5/18/23 morning I called Molly Maid customer service, reported the same issue to a lady who answered the phone. She being polite informed me she worked in the sales dept. but will inform the manager and they will get back to me sometime in the day. I recieved a call back from the manager the same morning, I again explained to him the incident. He with a smug reply stated his team never reported an issue/damage and because in his opinion that the drain looked worn out that they will not be held responsible for the damage taken place by thier services. I informed him my bathroom was recently renovated with a new tub and fixtures but he responded that the drain could have been worn out in a 2 yr time frame. This manager's response being inconsiderate and defensive with him offering no type of resolution. The issue is not with the Molly maid service team which did a good job with the actual cleaning, though they should've reported this damage as mistakes happen I can also understand if it was something they didn't realize they broke as I assume most tub drain stoppers don't require a special tool to be taken out as mine (drain stopper) does require a tool to be used in order to take it properly off. My issue is the lack of responsibility from the management and thier refusal to repair/fix/resolve the damage created by thier service.

      Business Response

      Date: 06/12/2023

      We gave this customer a return on his credit card for the damage.

    Molly Maid of Farmington and Greater Hartford is BBB Accredited.

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