ComplaintsforMolly Maid of Ft. Collins,Loveland, Greeley

• Initial Complaint

  05/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 4/19 Molly Maid of Fort Collins was scheduled to clean my home, $616 in total. They promised that they would send professional cleaners who are animal-friendly. They fell short on both regards. Their cleaners were extremely unprofessional and did an incomplete job at cleaning my home. They were verbally and physically abusive to my dogs while they were in my home. When I contacted the business to try to resolve this, they basically said I could meet someone at a time of their choosing. When the time did not meet my schedule, they basically said that was too bad and they would not offer any other path to resolution. The items the fell short on (which I was advised they would be taking care of) includes but is not limited to: sticky /uncleaned floors in kitchen, dust in bedrooms, trash not taken out, bathroom mirrors not cleaned thoroughly leaving streaks, and streaks on kitchen door where they attempted to clean the glass.

  Business response

  05/19/2022

  *******'s initial complaint is as follows:
  "Your cleaners were a bit rude talking about how they would "never come to my residence to clean again", and they did not do a thorough job. The trash was not taken out and my floors in the kitchen are sticky where they were not before. This is a bit shocking since a supervisor stopped by to do a 'quality control' check partway through the clean. This is essentially fraud. Please call me at your earliest convenience to discuss this. ***** ********."
  Comparing his initial complaint with us to the one submitted with you all, BBB, it’s clear his complaint continues to be exaggerated each step of the way. It’s worth noting too that ******* signed off on the clean upon completion (attached). Our teams do a walk-through with all initial cleans and one-time cleans to ensure satisfaction. This happened with *******, and he signed off on the finished product.
  In less than one business day, we responded to *******'s complaint and offered a reclean on all items that weren't cleaned to his standard or ours. This follows our done-right guarantee that is clearly posted on our website. Our response to ******* was as follows:
  “Hi *******, this is Nick I am the General Manager of Molly Maid of Fort Collins, Greeley & Loveland. I just tried to leave you a voice message, however, your voicemail box cut me off after about a sentence and wouldn't let me re-record it. I was reaching out to you to discuss the Broadly survey you filled out last night. We'd love to get a team back in there to make the clean right, but I do need some more details first to figure out how best to resolve the issue. 1.) how did you hear the team say "they would never come to clean your residence again?" Do you know which team member said that? 2.) Is there anything else that needs to be revisited besides the floors and trash? 3.) you said "this is essentially fraud." How so? Please answer these questions at your earliest convenience so we can get a re-clean on the schedule.”
  His response:
  “Hey Nick, I appreciate you reaching out and appreciate the offer of getting a team back out here to complete the job, but those comments from your team member really left me feeling uncomfortable at the thought of inviting one of your crews back into my home, and since you were unable to deliver on the services discussed, a refund seems like it would be in order. My home is not overly large so I did overhear some of the conversation between your team members from where I was working downstairs which is when I heard them mention that they would not wish to return to this residence. I'm not sure which team member said this, but they were also mean to my dogs while I was not around, which is not something I had mentioned in my direct feedback. This occurred after the supervisor had left, so it would have been one of the team members. This is fraudulent as you did not deliver on the services discussed and really seems like the crew was in a rush to get out of here after the supervisor had left.”
  
  Our response:
  "First, I'm sorry one of the team members said that. We explicitly tell all our employees to not discuss, insult, shame, or anything along those lines of the homes they are in. Second, as our agreement on the website says and what would have been discussed on the booking phone call, we have a guarantee where we come back and make it right if something isn't done satisfactorily. We're more than happy to come back and re-mop your floors today if you so choose to do so. We can make sure it’s a different team too. Last, there is nothing fraudulent about us as a business or the service you received. Every single service performed isn't going to be perfect which is why we have our guarantee to come back when it isn't done to our level of clean and we stand by that.”
  
  His response:
  “Unfortunately that team member did not follow your policy about about shaming or insulting your clients in their home, and everything they said or did while in my home was a direct reflection on your company as they were the customer facing representatives you sent to my home. Not only did you send reps that insulted me and my home, but you also sent reps that were not nice to the dogs when I was not around. Since we had discussed over the phone that your team members would be respectful to both my property and my pets, and they did not deliver on this point, the trust between myself and your company has been breached and I cannot allow anyone who represents your company back into my home. Like I mentioned yesterday, a refund is going to be in order at this stage. Had your team members not insulted my home and my pets, I would be happy to have a different crew come by to complete the work.”
  “The 0 that I included on my review included my likeliness to allow a representative of your company back into my home.”
  
  ******* then shortly called our office and spoke to me. This phone call is recorded. He was belligerent, and irate, cussing at me throughout the phone call and being intentionally obtuse. After finally getting him to agree to a reclean, he would not work with us on the scheduling of it at all. He demanded our quality manager come within an hour – a request that was impossible because she was on a training route that day. He then demanded we come after business hours – again a request that was not feasible. I offered to come back later Friday, or the following week. When he made it clear that he wouldn’t work with us at all on scheduling a reclean, he then changed his story once again and said he had already done it himself so there wasn’t anything to clean anyways (mentioned in recorded phone call).
  At the end of the day, *******’s house was exceptionally dirty prior to our service and we left it looking significantly better than it was. ******* never once showed us anything to document his complaints and wouldn’t agree to the reclean – which is our company policy.

  *******'s demand for a refund is an unreasonable request, especially after we did everything we could to try and make the situation right and he was unwilling to work with us based on unfounded complaints about how employees treated him and his dogs. In the recorded phone call he explicitly said that his dogs weren't physically abused.

  Please reach out to us if you'd like copies of the recorded phone calls or have any questions about the matter.

  Best regards,

  Nick H*****
  

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