House Cleaning
Molly Maid of WestonThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Molly Maid of Weston's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Initial Complaint
Date:01/10/2025
Type:Customer Service IssuesStatus: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.
December 30, 2024 $170.00 Molly maid was supposed to clean my house. After 2 hours they did not clean the house. There was an advertisement that stated 2hours/$170 for a clean house. If you are not satisfied they will send someone to re-clean. I emailed pictures of the dirty and uncleared house to the owner. The owner did not try to remedy the situation. After he refused, I placed a review via ******. The owner contacted me and demanded I remove the ****** review because its damaging to his business. He then said, he will never solve the issue until I take down the review.Business Response
Date: 01/21/2025
On December ******* Molly Maid clean a house in the following address: ***********************************************. We had cleaned before 2 times to this home. Cleaners took 2 hours to clean the house. On January 3 we received a ****** review of a customer we did not match on our records. We asked the customer to call us because we can not find him/her in our data base. On January 6th we received a phone call from Mrs. **** stating that it was her daughter that posted the review but she was not really satisfied with the cleaning. We asked her why didn't she call us the day after the cleaning because our warranty is to reclean all the areas the customer is not satisfied again after the 24 hours of the service. Instead her daughter posted the review. We explained to her that our policy is never to refund any money but to "reclean" all concerned areas.
Molly Maid respectfully explain to the customer that if she really wanted us to reclean the "small" areas that were not properly cleaned she should/could call us. She did not. She wanted a total refund of her money which is against our policy. Mrs. **** already had Molly Maid before on 12/2/11 and 12/23/19, so she knows both our quality and our policy.
Molly Maid respectfully is not in agreement with the statements Mrs. **** wrote in the complaint.
Initial Complaint
Date:06/03/2024
Type:Service or Repair IssuesStatus: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 ordered a "move out" cleaning for a rental after the tenant moved out. I was told on 5/21/2024 that a crew would be going on 5/22/2024 to do the cleaning. When my agent went with the new tenant for a walkthrough on 06/01/2024, they found the place to be dirty and unacceptable for a move in.In particular, there was trash all over the house including papers, crayons, bottle caps, pennies, half-used soaps in the bathrooms and other sundry list of litter. Please see the photos. When I called to complain, the answer was "it was not reported within 24 hours" and my complaint cannot be honored. Unfortunately, I don't live in that house, the rental was vacant, and my agent discovered over the following weekend the service was never performed when he went there with the new tenant. The new tenant refused to move in given the condition of the house and postponed the move in date to June 08, 2024. As a result I lost over thousand dollars in rent.Customer Answer
Date: 06/03/2024
See the attached proof of paymentBusiness Response
Date: 06/25/2024
On May 20th, 2024, we received a phone call from *********************************************** requesting a move out clean. The address of the property is *************************************************
We explained on the phone what our service entails and our policy. For this type of service, we charge by the hour at 110. Additionally, we explained to him our policy regarding customer satisfaction. If the customer is not satisfied, we will re-clean the areas that were not properly cleaned within the next 24 hours of the service.
************************ was in agreement with all that was explained to him and knew the approximate cost of the cleaning.
On May 22nd we sent a team of 2 ladies to the address shown above. The ladies started the cleaning at 1:06 pm and finished the cleaning at 5:29 pm. Total of 4.38 hours for a price of $ 495. The property was in bad shape.Please find attached a couple of pictures taken to the fridge. The before and after are witness to the great job the ladies did.
On June 2nd, 2024 (10 days after the cleaning was performed) we received a call from ************************ claiming that we did not clean his property and that he wanted his money back.We explained to him that our warranty is if we received the complaints 24 hours after the cleaning, we will reclean anything and he said that he does not live in the state that is why he couldnt check the clean before. We sent him a couple of pictures showing him the work done and offered him as a courtesy 1 extra hour free of charge to reclean the areas he considered were not cleaned.************************ did not want this, instead he wanted his money back. We clearly explained to him that we dont return any money we reclean.Customer Answer
Date: 06/25/2024
Complaint: 21795304
I am rejecting this response because:Both my real-estate agent and the prospective tenant REJECTED the condition of the house and postponed moving in. I will let the photos speak for themselves. As result of delayed move-in, the rent that was lost is 3 times the cost of cleaning. I had to hire a different cleaner who did a stellar job. If the house was in bad share, they should have spent more time and should have left the house in an ACCEPTABLE condition. Since I was paying the hour, I would have gladly paid for the extra time needed, instead of losing money on the rent
Sincerely,
R TurimBusiness Response
Date: 07/15/2024
On May 20th, 2024, we received a phone call from *********************************************** requesting a move out clean. The address of the property is *************************************************
We explained on the phone what our service entails and our policy. For this type of service, we charge by the hour at 110. Additionally, we explained to him our policy regarding customer satisfaction. If the customer is not satisfied, we will re-clean the areas that were not properly cleaned within the next 24 hours of the service.
************************ was in agreement with all that was explained to him and knew the approximate cost of the cleaning.
On May 22nd we sent a team of 2 ladies to the address shown above. The ladies started the cleaning at 1:06 pm and finished the cleaning at 5:29 pm. Total of 4.38 hours for a price of $ 495. The property was in bad shape.Please find attached a couple of pictures taken to the fridge. The before and after are witness to the great job the ladies did.
On June 2nd, 2024 (10 days after the cleaning was performed) we received a call from ************************ claiming that we did not clean his property and that he wanted his money back. We explained to him that our warranty is if we received the complaints 24 hours after the cleaning,we will reclean anything and he said that he does not live in the state that is why he couldnt check the clean before. We sent him a couple of pictures showing him the work done and offered him as a courtesy 1 extra hour free of charge to reclean the areas he considered were not cleaned. ************************ did not wanted this, instead he wanted his money back. We clearly explained to him that we dont return any money we reclean.************************ did not want the time we offered to re-clean after 10 days of the cleaning. We don't know what could happened during those 10 days. Who had access to that apartment. Why did his agent did not check the apartment after the cleaning was done? In the pictures attached, you can see clearly that the apartment was clean and was in a very, very, very bad shape. We found p*** inside of the fridge.
The apartment was clean properly. We CAN NOT accept a claim after 10 days of a job performed. And even after that, we offered 1 hour free and ************************ did not accepted.
Kind regards,
Molly Maid
Customer Answer
Date: 07/26/2024
I will let the photos, the price, the fact that I am a remote landlord and the property was vacant speak for themselves.Customer Answer
Date: 07/26/2024
Date Sent: 7/26/2024 3:04:24 PM
I will let the photos, the price, the fact that I am a remote landlord and the property was vacant speak for themselves.Business Response
Date: 08/05/2024
On May 20th, 2024, we received a phone call from *********************************************** requesting a move out clean. The address of the property is *************************************************
We explained on the phone what our service entails and our policy. For this type of service, we charge by the hour at 110. Additionally, we explained to him our policy regarding customer satisfaction. If the customer is not satisfied, we will re-clean the areas that were not properly cleaned within the next 24 hours of the service.
************************ was in agreement with all that was explained to him and knew the approximate cost of the cleaning.
On May 22nd we sent a team of 2 ladies to the address shown above. The ladies started the cleaning at 1:06 pm and finished the cleaning at 5:29 pm. Total of 4.38 hours for a price of $ 495. The property was in bad shape.Please find attached a couple of pictures taken to the fridge. The before and after are witness to the great job the ladies did.
On June 2nd, 2024 (10 days after the cleaning was performed) we received a call from ************************ claiming that we did not clean his property and that he wanted his money back.We explained to him that our warranty is if we received the complaints 24 hours after the cleaning, we will reclean anything and he said that he does not live in the state that is why he couldnt check the clean before. We sent him a couple of pictures showing him the work done and offered him as a courtesy 1 extra hour free of charge to reclean the areas he considered were not cleaned.************************ did not want this, instead he wanted his money back. We clearly explained to him that we dont return any money we reclean.Molly Maid is a reputable company and will never make dubious charges to our customers credit cards. This case is the first one in our 30+ years of experience that we have a situation like this. In the pictures attached we showed the ladies did clean the apartment. If after 10 days of the cleaning there is a complaint we can not accept it. What can happen in 10 days?? Was anybody accessing this house during this 10 days?? Was the house with Air Conditioning during this period of time?? what if someone enter the house and hosted a party or meeting during this period of time?? Again, as mentioned before, we HAVE NEVER HAVE any issue like this one. We don't believe is fair to complain that the property was not clean AFTER 10 DAYS.
Kind regards,
Molly Maid
Customer Answer
Date: 08/05/2024
I got the move out cleaning done for less than half the cost Molly Maid charged need. The cleaning that was done was satisfactory to the tenant.
Molly Maid not only charged close to $500 but left the house very messy. The tenant refused to move in, in that condition. They refuse take responsibility for the state of the house, though the photos speak volumes.
Customer Answer
Date: 08/09/2024
Date Sent: 8/5/2024 2:36:39 PM
I got the move out cleaning done for less than half the cost Molly Maid charged need. The cleaning that was done was satisfactory to the tenant.
Molly Maid not only charged close to $500 but left the house very messy. The tenant refused to move in, in that condition. They refuse take responsibility for the state of the house, though the photos speak volumes.Customer Answer
Date: 08/09/2024
The business claims "...offered him as a courtesy 1 extra hour free of charge to reclean the areas he considered were not cleaned. ************************ did not want this, instead he wanted his money back. We clearly explained to him that we dont return any money we reclean. "
I would like to see a proof of this. They never offered to reclean and I never demanded my money back. If they have any proof of this, I would like to see itBusiness Response
Date: 08/26/2024
On Monday June 3rd 2024 at 2:16 PM our office manager talked with ************************ by phone and offered him the 1 hour free to re-clean the areas customer was not satisfied. Customer did not want this resolution but insisted on getting his money back. The proof that ************************ demanded his money back is in the fact that ************************ put a charge back in his credit card to get his money back. The case # for this dispute is ************ for security reasons we can not display this information here. But you can call Merchant services at ************** and verify this information. But the credit card company got all the information that has been provided here and did not accepted the charge back from ************************.Initial Complaint
Date:12/04/2023
Type:Service or Repair IssuesStatus:UnansweredMore 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.
Service requested was a complete move-in cleaning service to prepare for a new tenant for a 5BR, 3 1/2 bath home. Service was performed on 11/14 while I was out of town and had a representative meet the cleaners to allow access and specifically point out areas requiring attention, then leaving them to it. Also attached bright pink post-it notes to highlight these areas. 3 of the 4 highlighted areas were ignored. Shower doors in 2 of the 3 bathrooms were ignored and not cleaned. Kitchen countertops still had crusted food to the touch on top. Oven interior was still stained. 2 bathroom window ledges left with existing crud, cigarette stains, and black mold stains. Rust stains under washing machine lid ignored. All of above discovered on my return on 11/19. Note house is unoccupied for the 5 days from the time cleaners departed until my return. Contacted franchise owner *** who at first insisted they will only remedy unsatisfactory work if notified within 24 hours, After pointing out that house was unoccupied and the levels of dirt were extreme and in excess of a few days normal 'wear & tear' (e.g. shower doors still had months of build-up) she agreed to schedule a team to return and a callback promise for the following day. Never received said callback and upon my reaching back out the following Tuesday 11/28 *** reversed her position and advised that their policy was if they weren't notified within 24 hours they would not take any responsibility and would not offer any type of remedy and was totally intractable and IMO unreasonable. As a result I spent 2 days doing the cleaning myself, a challenging task for someone 70+
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