ComplaintsforMolly Maid of Central Las Vegas

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The business was cleaning my house. They scratched my refrigerator. Their idea of fixing it was to scratch off the remaining clear coat. My refrigerator looks awful and needs replaced now. They refuse to provide their insurance information for me to make a claim to the company.

  Business response

  05/25/2024

  We had sent the response to the customer previously on February 21, 2024 : "We appreciate your communication regarding the issue with your fridge. We understand the frustration caused by the scratches and receiving your initial complaint, we took immediate action by sending a technician to repair the scratches on your fridge as a gesture of good faith,even though we couldn't substantiate the cause of the damage. We hoped this solution would rectify the situation to your satisfaction. Regrettably, due to the time elapsed since the incident and the repairs carried out, we are unable to submit this matter to our insurance provider at this time. While we wish we could offer more assistance,unfortunately, we have no other recourse at this time." 

  Previously we also responded to her subsequent complaint regarding this same issue on 04/12/2024: 

  "Thank you for your feedback, *******. We value the opportunity to address your concerns.
  
  Regarding the missing item, it was a empty face wash bottle but it was indeed mistakenly discarded, and we credited you for this oversight. Concerning the hair straightener, you stated was valued at $169, our team did not find it on the premises. As a gesture of goodwill and understanding your frustration, we offered a complimentary cleaning service valued at $200.
  
  We have also addressed the issue with the stainless steel fridge. After completing the necessary repairs to the scratches, we documented the results with before-and-after photos to ensure satisfaction. These repairs were designed to maintain both the aesthetics and functionality of the appliance. Although you requested a replacement fridge, the repairs effectively addressed the issues raised.
  
  We understand that each time you contact our office, there is a mention of pursuing legal action (as you mentioned above), which we take seriously,especially how you mention your background as a lawyer. To help us move forward constructively, please reach out to us directly at *************************************** We are committed to finding a fair resolution and ensuring that your concerns are thoroughly addressed.
  
  Thank you again for bringing these matters to our attention, and we look forward to finding a resolution."

  The customer initially complained in August of 2023 and September of 2023 regarding a discarded face wash bottle and scratches to her fridge. Our teams do not use any abrasive chemicals or microfiber towels but in good faither we sent out a 3rd party professional stainless steel service tech to repair her fridge at our expense. (even though she had no proof we caused the damages). We were told by the tech that she stated the fridge looked nice after he completed the work.  She did not call back until October 2023 stating the fridge looked dull and no longer was shiny and that we had to completely replace the fridge. We advised we unable to replace an entire functioning fridge weeks after the repair as the work was completed and she approved it at that time. We also did not the work was approved by her using the before and after photos. She then contacted us back in March of 2024 to complain again that we needed to replace her entire fridge and sent new photos with more scratches. We advised that since the time that had passed was so long we could not confirm that any new scratches were done by us since we did not service her home in so many months, and the photos from the tech after his repair job showed no scratches. We feel we are being unfairly pursued for our insurance as a professional company as she wants a new fridge due to new scratches that were not caused by us. We did try to assist with the repair initially but feel she is now taking advantage of the situation. Attached are before and after photos.

  Customer response

  06/02/2024

   
  Complaint: 21561683
  
  I am rejecting this response because:
  

  The issue is not new scratches on the fridge. The company reports to have taken immediate action by sending a person to my house to scratch off all the clear coating of the fridge. The fridge is dull, now hold fingerprints anytime it is touched which didnt happen with the clear coat, and the fridge does not match the other appliances, which are stainless with the clear coat. 
  

  All I want is the insurance information for a company that advertises as bonded and insured before I file a small claims law suit. The business says they fixed the problem, which they did not, but wont provide information to permit a customer of a company that advertises licensed and bonded have that information. 
  

  I will agree they tried to fix it, but it is not in the condition it was when they found it. 
  

  Ive let the stolen items go. I have gone through my entire house and they are not here and the only people other than my family (immediate and mother) were in the house during that timeframe. So while Molly maid denies that anything was taken, there were multiple things that went missing , including smaller items not mentioned. The only thing that is truly an issue is the fridge which is an eyesore in the kitchen. Repairing it would involve putting it back to how it was when you found it. Not scratching off the clear coat and scratching  it enough so you cant see the large scratches that they put into the clear topcoat. They are welcome to clear coat it and make it function and appear as it did when they found it. Or provide insurance information so I can take it up with them  

  Sincerely,
  
  *************************

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