Complaints

• Initial Complaint

  12/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Me and my wife asked Molly maid to clean our home. We had a verbal agreement with a woman named ******l to have a two person team clean our home. They told us the team would be here between 3-5pm on Friday December 20th and it would take between 2-3 hours of cleaning time for this one team. The rate agreed upon was $120/hr for the one cleaning team. The cleaning team showed up an hour late at 6pm. They were accompanied by their supervisor to help the cleaning process speed along due to the late hours. At about 620ish pm a second cleaning team arrived that we were not aware was coming. Both teams worked until 750 pm. After this Molly Maid said we would need to pay 2 hours of labor for each team. In total they wanted us to pay for 4 hours of labor at $120/hr. We did not agree to this and we did not agree to having a second team that we didn’t even know we had to pay for. I spoke with ******l again and she was unhelpful and even went so far as to tell me that we should be thankful that we were not being charged a fee for the supervisor coming to help (we did not ask for the supervisors help) We simply wanted to pay to have our home cleaned for the holidays and for our newborn baby that we have at the home. We are amicable to paying for 2 hours of labor for the one cleaning team we asked for and agreed upon in the first place.

  Business response

  12/23/2024

  We are a little confused by this complaint because as the customer states, from the beginning they were quote a two person team with the job taking somewhere between 2-3 hours. The charge that they received the equivalent of one team for three hours. That is still within the time authorized.

  With the holiday rush, we were behind schedule, and for that, we do apologize. We sent another team for the wellfare of our team and to do everything possible to minimize the disruption to the customer's evening. We also, in good faith, sent a supervisor to work along side the teams - yes, five people - to get the job done as quickly as possible. None of it was meant out of malice or harm. If it were only a two person team, then it would have taken longer and would have disrupted their evening even more.

  We charged three hours for a two person team, thought the total would have been more than four hours for a two person team. The discount we provided was above and beyond and we did do our best to minimize the impact to their evening.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We called Molly Maid for a cleaning of our new house before we move in. The house is 3400 sqft and is empty. We were quoted $50/hr for 2 people to clean for 5 hours. We understood this to mean $250. When the cleaners arrived they said it was $50 per person per hour which doubled the quote. We thought we might have misunderstood and also that it probably wouldn’t take 5 hours to clean the empty house so we let them in. After 6 hours they had cleaned the upstairs and the master bathroom. Almost half the house was untouched. They wanted another $300 for 3 more hours of work. We asked them to leave and called Molly Maid. They sent another team to finish and they finished in one hour. Molly Maid said we would be charged for 5.5 hours so $550. We then were charged $728. We called again and this time they said it was “$120/hr for 5.5 hours.” That would only be $660. So apparently their business practice is to manipulate time and provide multiple false quotes to scam people out of their money.

  Business response

  01/28/2024

  Our current rates at $60 per hour, per person and we work in two person teams making the hourly charge $120 per hour, plus local sales tax. We have had this price since March 2021 and have not increased or changed it. We perform around 80 cleanings per day and we are consistent in the way we sale and the scripting that we use for our sales process. Our rates are no where close to $50 per hour and we would not state that. Our online pricing at mollymaid.com would also not give anything close to what the customer is claiming and they understood the rates before we moved forward with the booking. The original time was not enough to finish the job and they denied any more time to complete the job.

  After we were done cleaning, the customer called upset with the service, and in our effort to do the right thing, we provided one hour at no charge to the customer - totally free. The customer decided what we were to do for that hour ($120 value) and prioritized the areas.

  They understood and were pleased with what was completed and we left the job. The next day they called saying they would dispute the charge on the card - even for the time that we spent working for them and performing the job. We did as much as possible in the time allotted and did our effort to do the right thing by the customer.

  Customer response

  01/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The person we originally spoke with on the phone stated it was $50/hour for five hours. After the maids had been working for six hours (no call to ask for the sixth hour), they told us it was $50 *per person*, which effectively doubled the quote. Then asked for three more hours to complete the job. What client do you expect would agree to pay what you now say is $120 an hour so $1080 to clean an empty house. Who would agree to that? After the follow up call we agreed to pay for 5.5 hours of work at $100 an hour so that should have been $550, even though the original quote was $250. Why don’t you give quotes in writing? It seems like the business practice of this company is to give a lower quote in order to get the customer to agree and then change the service when you’re already inside working. What is my recourse when suddenly I’m supposedly owing $600 for 6 hours of work and only half my house is clean? And then after we spoke and agreed to $550 you charged us $728. I would like at least a partial refund. You should change this duplicitous business practice to avoid similar complaints in the future. 
  
  Sincerely,
  
  ******* ******

*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. ↩