Reviews

Review Details

• Review fromKevin W

  Date: 05/22/2025

  2 stars

  Kevin W

  Date: 05/22/2025

  This is regarding Molly Maid in St. Louis. I reached out to them on Tuesday, 5/20, via online form submission to merely inquire about services. I went to them because they have high ratings as advertised online. A bit of background, I'm purchasing a house and I requested information from them ahead of the closing date. I have since received at least 3 calls, 3 text messages, and 3 emails within 48 hours. I picked up the phone the first time and spoke with **** and exchanged information. At this point, I was happy by the first call they made to me. I emphasized that I'm still working on a close date and that it's very early. I told her I would take her number and reach out to her when I'm ready to schedule. They have contacted me since and each attempt is a confirmation to schedule services with them for a date that I arbitrarily selected off their online calendar. At this point, I'm completely turned off by their cadence and will go with a competitor. Note to owner: Please consider changing your prospecting for new clients and do it with common sense....and of course permanently remove me from your contact list.
  

  Molly Maid of St Louis & St Charles

  Date: 05/27/2025

  I apologize if you feel we have been overzealous! The form you filled out online was the actual scheduling form for a specific cleaning date, so it appears that there was a misunderstanding from the start. We treat the follow-up for those forms a little differently than if you had just submitted a form for information only. It seems that we should have switched you over to an information-only type of interaction from that point forward, and I will be sure to discuss this with our team. I have removed you from any list moving forward. In the future, you can respond "stop" to anything you receive from any company, and that is sufficient to make sure that company ceases to contact you. Wish you all the best!

• Review fromMichelle W

  Date: 11/05/2024

  1 star

  Michelle W

  Date: 11/05/2024

  The owner LAUGHED at me after discovering a billing error - on their part! After receiving a random text from a random number - no mention of the sender's name/business - just the account balance had gotten to $666 and to make a payment. I thought it was a scam. After waiting a bit I asked the name of the sender - turns out it's Molly Maid. Upon calling I was told no email was on file and as such no e-bill could be sent. My address is on file but no paper bills are sent. My phone number is also on file but no text or calls regarding the missing email or account balance were received. Just some random text, followed with being told by accounting: while a balance is automatically billed if a paper check is not left on the counter at the time of cleaning, the payment is not automatically deducted from checking and apparently they wait until the end of the year to let customers know about any "missed bills" - that it was just that time of year they were notifying customers. When asked for the owner's name, I was transferred and a lady LAUGHED when I told her the billing and operation teams were not on the same page. BE AWARE! I still have yet to receive an actual invoice but am supposed to pay???
  

  Molly Maid of St Louis & St Charles

  Date: 11/06/2024

  Payment is due at the time of service. We are in her home every other week and have been since March of 2024. If you have a service, then you know you have to pay for that service. This whole thing seems to stem from the fact that shes upset that we made her aware of a balance via a text message. As we did not have an email address for her and we have previously communicated with her via text about her service on that same number, it seemed like an acceptable way to make her aware of her balance and to try to get an email address for future invoices. As far as I can tell, our only error was not noticing the lack of an email address earlier, which we apologized for when she called. The phone call with the customer was bizarre. She stated she was unaware of the balance but also knew that she wasnt paying us each clean. She asked why we werent automatically taking the money from her checking account, and we explained that we had no access to her checking account. We told her that we would be happy to email over an invoice if she provided an email address. Of course, we do not bill once a yearwe simply told her that, as it is approaching the end of the year, we are going back through all customers with a balance due and making sure they are aware of it. Most people want to ensure the ladies get paid for their hard work!She provided an email address but then continued to berate my office staff regarding us sending her a text to let her know of the balance because she thought it was a scam. We apologized that we surprised her, and we assured her that it was not a scam. She then asked to speak to me, the owner. (My office is an open concept, and I heard the entire conversation up to this point.) Upon answering the call, Ms. ****** insinuated that I was not who I said I was (Oh, it just seems really convenient that the owner happens to be sitting right there, huh?) and began yelling about how my office does not have their shXt together and how our behavior is illegal. The illegal comment did prompt a chuckle out of me. Ms. ****** began cussing, accused me of being high, and then hung up. We are simply trying to get paid for services rendered. I have emailed her an invoice and texted her asking her to let me know if she did not receive it. I have not heard back from her. The balance is $686. We consider this an attempted theft of service and would like the BBB to remove this post and assist us in getting paid for services rendered.

• Review fromIsis C

  Date: 03/06/2024

  1 star

  Isis C

  Date: 03/06/2024

  Fired me for not being able to work with rude racial kids that were co workers
  

  Molly Maid of St Louis & St Charles

  Date: 03/08/2024

  This isn't a customer review. This is an employee that was terminated for cause. Can we please remove this?

• Review fromAnastasia A

  Date: 10/05/2022

  1 star
  Ive used this company for almost 5 years. The quality of work is par as I can do much better job, but I keep them around because its nice to get a break. Ive never been late in paying and tip generously every time despite good or bad service. Sometimes its really bad, but its not worth my time to complain so I just clean it myself afterward. Most of the cleaners are good people and professional. There has been few incidents but only one worth mentioning here. I returned home noticing that one of my potted plants soil looks disturbed. Its an old and expensive cactus. Knowing it should not look like that, I checked the cameras and found that the cleaner dropped my cactus from 4 feet distance TWICE. After the second time its dropped, the second cleaner came to help the dropper and shoved my cactus back into its pot. Nothing was reported to me, Im sure they think Id never find out. Check was grabbed from table, as well as the generous tip I left. I emailed the company reporting the incident and the business owner himself, responded to me. He said sorry but theres nothing he can do about it. No compensation was offered or discount on next cleaning. The cactus is worth over $100 if you manage to find one, but its irreplaceable to me. I then reply to his first email stating that this kind of behavior is unacceptable. Guess what? As unprofessional business owner, he never responded back, the next scheduled visit is no call no show, the following scheduled visit is the same. So not only The owner refused to take responsibility of damage, he also being very childish by cancelling my service indefinitely without notice. I have to get the house ready every time cleaners come. He wasted my time by playing his game. This company should be avoided at all costs. If hes truly insured and bonded, he should be able to replace my dead cactus. Do yourself a favor and look elsewhere.

• Review fromKelly F

  Date: 07/26/2022

  3 stars
  We used Molly Maids for about a year for general house cleaning. The service was fine and the team was professional. We had a small incident on day during the service - one of the team member accidently broke a glass lamp shade in our bathroom. She apologized, cleaned up the mess and reported it to her supervisor. That is when the issues began. I had no issues with the cleaning team at all, The manger did not call us about the issue or about getting the lamp shade replace - we had to contact him. We cannot get lamp shades for the fixture as it is 17 years old and the style is not currently made. We said we then needed two new fixture at which the manger bulked at acted like we we demanding an upgrade rather than a replacement of the damage his team caused. He said he could find shades - we gave him 3 week he could find two shades by we had two fixtures with 3 shades each we need 6. He then turned if over the insurance company and DROPPED as a client he was upset that we actually wanted out damaged fixture replaced. He thought we were being unreasonable! He is NOT a professional person and handled the situation poorly. I WOULD NEVER USE this company again - and it is a shame as the cleaning team was good and professional. Others should be warned of this situation as they too could have and issue if anything gets damaged in their home.