We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Butler Service

Molly Maid of South Davidson, Williamson & Maury Counties
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/15/2025

    Type:Product 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.
    In December I scheduled a move out clean for my rental house from the cleaning company Molly Maid, anticipating my upcoming move. I scheduled the clean for January 9th and my move out date was the 12th. On the 9th I welcomed the cleaners into my home, and left to do other errands. They completed their work and left. That day I received a pending charge of 400 dollars with no receipt. I wasnt able to go over to check their work until the 12th because of a bad snow storm and unsafe roads. When I arrived at the house my house had not been cleaned. The move out clean was supposed to include deep cleaning of bathrooms and kitchen, cleaning of appliances, and cleaning of base boards and floors. None of which was done. I can provide pictures and videos. I immediately called their customer service but all customer service representatives were busy so I provided my number. The company did not contact me back until the 13th. When I requested a refund I was originally denied and told cleaners could come Declan for free. I no longer had access to the house, so I again requested a refund. I was told they would get back to me later that day. I assumed they wouldnt so I left a bad review and moved on. They did contact me back asking for proof and mentioned my bad review. I promised to remove the review if I received a refund. After much back and forth they agreed to a full refund if I deleted the bad review. I agreed and saw a pending refund in my bank account. I deleted the bad review after I saw the pending refund. When I checked my bank account on January 14th the pending 400 dollar charge had processed but the refund had been cancelled. This house I had cleaned was a rental and in my lease contract I had to get my house professionally cleaned or I would forfeit my deposit. The house was not cleaned to a professional level so I lost over 3000 dollars as there is no way my deposit with be refunded, and they stole my 400 dollars for a service that wasnt completed.

    Business Response

    Date: 03/17/2025

    In response to this complaint this was settled with the customer back in January, I did not know that she filed a BBB complaint until yesterday 3/16/25. She originally complained that some of the areas of her house were not cleaned to her satisfaction on 1/13/25. Our team was originally there to clean on 1/9/25, the house overall needed heavy cleaning and the two person team was there almost 3 hrs which was well above an average amount of time for the size house (1700 sf) she was moving from. We do offer a 24 hr satisfaction guarantee and although it had been past the 24 hr period we did offer to reclean any areas that she felt needed more attention. In the meantime she posted a complaint with ******, ****** refused to let us come back out and reclean any of the areas that she complained about and it got escalated to myself and ******** the owners. Finally we agreed to settle with her to refund the entire amount of the cleaning of $400 if she agreed to remove the ****** rating and response, I did not know at the time she contacted the BBB. The next day after we refunded her she said the refund disappeared and I explained that it may take a day or two longer to settle with her credit card which it did. The refunded amount did get charged back to us and we never heard back from her after that. Please let me know if you have any questions.

    Thank you,

    *****

Molly Maid of South Davidson, Williamson & Maury Counties is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.