Complaints

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:03/18/2024

  Type:Customer Service 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 molly maids come out to clean my home due to moving out and booked 2 hours on Tuesday 3/12. They came over an hour late and left almost an hour early. I called while the two cleaners were still at my home sitting in their car letting the company know they hadn't completed the job since they didn't vacuum the home at all and the only thing they said was that the cleaners said we didn't request a vacuum at the beginning of service and that it was complete in their notes from the cleaners since they marked completed. Not only did they not complete the job and charged me in full for it but we didn't get the 2 hours as booked. A very simple resolution would've been to vacuum especially since we had almost an hour left within the 2 hour session.

  Business Response

  Date: 04/17/2024

  The file attached is the video of the condition of the home as well as the date the cleaning was completed, and our policy of that minimum.

  
  

  The customer called in on 3/8/2024 and stated that she would like a Move-Out cleaning due to her moving out of the home. We went in to book her for the date of 3/11/2024. On said date the team went in the home and there was still a good bit of stuff everywhere as well as animal feces on the stairs. The team could not clean that day due to that so the customer asked if there was any way that the team could come back tomorrow and clean everything because she will have everything out by then in the afternoon. So, the next day, on 3/12/2024, a team went back in the afternoon. When they went inside the home there was still a whole bunch of stuff still in the home as well as on the counters and on the floor. They went in to tell the customer that due to that they will not be able to fully complete the job. The customer went in to ask if they could at least do the Half Bathroom, Dining Room, Laundry Room, and Kitchen Floors that were downstairs.  So, they said yes ma'am and completed those asked things in the time of an hour and a half. As the team was walking out to the put the cleaning supplies in their vehicle. the customer's daughter came out and started asking why certain things were done and a lot of other things were not. The team went into explaining to the customer daughter the same thing that they said to the mother. The daughter then went into screaming at our team and then after went inside the home. The cleaning called us as they were leaving about the confrontation and then afterwards the daughter called and asked why did the team only do certain things and not everything. I went into saying that due to the condition of the home the team could not complete everything, that they did everything that the mother had asked them to do. And then they left. She then went into in asking if they were still going to be charged that $260 price. I said "yes ma'am per our corporate policy even if the team is not in there exactly 2 hours the company will still have to charge that minimum price of $260". The daughter still kept arguing and arguing stating they didn't complete the job . But then stated that they did finish what was needed to be done. And just kept arguing back and forth. And finally, just stopped arguing and said they will figure it out on their end on what to do.  I told them unfortunately we cannot go against the policy due to it being a CORPORATE POLICY. Finally the conversation ended.

  Attachments:  Corporate Cancellation Policy, video000000, and BBB Complaint
  

  Customer Answer

  Date: 04/17/2024

  I am rejecting this response because:

  There was no screaming from anyone. Secondly, they were not there even an hour and a half. Thirdly, the video showed only the downstairs where everything was sitting for the movers. The part that they did not clean was upstairs where 4 bedrooms are and 2 full bathrooms. That is funny there is no video or pictures of that. The lack of responsibility from this company is ridiculous. We never even asked them for a refund that day, just for them to vacuum and clean the tubs and everything would've been resolved and they couldn't do it. This is such a shame to have to go through this. We ended up having to give the buyers of the home an additional $250 for cleaning at closing the next day. Since the home is now sold, we do want a refund or at the minimum a partial refund. This is really ridiculous. 

  Sincerely,

  
  

  ******* ******

  Business Response

  Date: 04/29/2024

  We are sticking with our prior statement. Again, as explained, we could not go past our corporate policy. It did not matter if they were only in there for a 1 hour and 15 minutes before the 2 hour mark. The girls did what was asked and that is all we can do.

   

  Best Regards,

  Emileigh E
  Operations Director
  Molly Maid Of the Midlands and Columbia
  P:************
  E: ********@mollymaid.com

• Initial Complaint

  Date:12/26/2023

  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.

  I was charged more than double the quoted price. Company refused to discuss, said charged price was “company policy”, and hung up on me.

  Business Response

  Date: 02/21/2024

  Customer use to be a recurring client back in mid 2023. He got cleaned three times and said it was just too much money to go forward. Then couple months later he called and wanted to book a one-time deep cleaning. We price by the sq ft, bedroom and bathrooms. So, I personally priced him between two -three hours. Which would be the price of $260-$390.
  He was fine with the pricing, we booked and then the girls took a total of three hours to clean the home. So, when they got back, I went ahead and charged his card for the $390 price. He called the next week and complained, stating that it should have been the price of $178, which was his price for regular service. I went into detail about saying when we spoke, we talked about the deep cleaning price and how it is different the the regular pricing. He just kept stating that it was not fair. And then when I saw that there was no conclusion after I explained multiple times he got upset and hung up.

  Customer Answer

  Date: 02/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is a complete misrepresentation of the events. I did not request a deep cleaning. I deep cleaning was not provided. I was told the price would be the same as before and that if it was different I would be notified of the new estimate. No notification occurred. They simply wanted to charge more and thought they could get away with it. When I explained the above, they said it was company policy and provided no further explanation. 
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 03/08/2024

  **** has been an occasional customer with us since 2014. He is aware of our policies and knows that after 30 days it is an initial price again, and not the recurring price he gets if he has us coming on a monthly basis.