Complaints

This profile includes complaints for MOLLY MAID Of Greater Frederick And Columbia's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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MOLLY MAID Of Greater Frederick And Columbia has 2 locations, listed below.

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  MOLLY MAID Of Greater Frederick And Columbia

  550 Highland St, Ste 310 Frederick, MD 21701

• 

  MOLLY MAID Of Greater Frederick And Columbia

  915 Toll House Ave Frederick, MD 21701

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:12/10/2024

  Type:Service or Repair 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.

  The directions I gave the ladies were that they did not have to worry about cleaning the three bedrooms.  Those rooms are used for crafts and storage.  I do not see how confusing that could be. I closed the doors to those rooms. When the ladies disappeared, I found them in the basement cleaning areas not included.  I also see mentioned that Molly Maid requested photos be sent. I can not see where in the texts they were requested. I have no idea why I did not take photos, wished I had. I thought that by not having them try to clean bedrooms I was making it easier for them. Yes, my house is cluttered. But, I have no idea why that would stop them from wiping the bathroom and kitchen floors, or the cabinet fronts. Nothing was blocking the cabinets, just the counter tops. ed at me oddly and one went and got a step ladder, and while one dusted 1 of the three ceiling fans the other came behind and vacuumed. Now I knew my house is a bit of a mess, lots of clutter, but none of that should have prevented them wiping down the cabinets and at the very least wiping the kitchen or bathroom floors.I filled out a survey and listed my issues. I received an email from them but could not get it to upload

  Customer Answer

  Date: 12/16/2024

  I would accept a $100 refund on this matter and call it done

  Business Response

  Date: 12/13/2024

  While we regret that Ms. ***** was dissatisfied with the service, we believe our team acted professionally and in good faith. The challenges presented by the cluttered state of the home and the changing instructions during the cleaning made it difficult for the team to perform their tasks as efficiently as usual, nonetheless indeed the cleaning was performed.
  We stand by the quality of our services and believe the team followed Molly Maids guidelines to the best of their ability under the circumstances. However, as a gesture of goodwill, we are still willing to offer a partial refund of $40 to address Ms. ******* concerns.

  Business Response

  Date: 12/19/2024

  We regret that Ms. ***** was not fully satisfied with the service provided. Our team acted
  professionally and followed our guidelines to the best of their ability under the
  circumstances. We stand by the quality of our services and are committed to continuous
  improvement based on customer feedback.
  As a gesture of goodwill, we are still willing to offer a partial refund of $40 to address Ms. *******
  concerns. We hope this response clarifies our position and demonstrates our commitment to
  resolving the matter fairly.

  Customer Answer

  Date: 12/19/2024

   
  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.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:10/28/2024

  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.

  There were several things on the checklist not completed. Not all floors or bathrooms were cleaned. 

  I was told 3.25-4.25 hours which is up to $505. The day prior i received a sketchy text from the company stating its an hourly charge and the charge depends on how many cleaners they send. They never told me how many they were sending. I agreed to the $505 but not this hourly fee without telling me how many people were being sent. At one point the owner called me stating the girls need an extra 10 min to complete the job. After 10 min I was then told by the cleaners they need 2-3 hours to finish the check list. I was lied to many times. The reason the owner told me 10 min was so that the cleaners could apply the cleaning solution to the fridge and oven and then id have no choice but to let them finish that portion of the job for extra money. This company is a scam and that's all there is to it.

   

  Attached is the actual version of the text communication. Not how it was listed by the company 

  Business Response

  Date: 10/28/2024

  Replied on attachments 

  Business Response

  Date: 11/08/2024

  Attached are our replies.

  Business Response

  Date: 11/08/2024

  For some reason previous pdf was blank

  Business Response

  Date: 11/08/2024

  It was showing blank due to the size, now it should be okay

• Initial Complaint

  Date:12/27/2023

  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.

  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

  Date: 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
  ###-###-####

  Business Response

  Date: 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 Answer

  Date: 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