ComplaintsforMolly Maid of N. Nashville, Sumner & Wilson Counties

• Initial Complaint

  06/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had my first personal experience with Molly Maids out of Old Hickory, *********, on Friday, May 6. We had new carpet installed on Tuesday, May *. On Friday night, after Molly Maids finished cleaning in the late afternoon, I came upstairs, saw a spot on the carpet and touched it. It was wet and smelled like bleach. Saturday morning I saw an additional spot on the master bedroom carpet and one on the wall next to the bedroom door as well as drops going down the stairs. The hall bath smelled like bleach and was shiny clean. There were no spots near this area. I sent a text that Saturday morning to ****, a supervisor in Old Hickory. After not receiving a reply, I called and spoke to the weekend phone service. **** told me on Monday that they immediately checked their cars for bleach when they received my communication. Finding none in the cars and investigating internally by interviewing the * people who came to my house, I was told they were not responsible. On May 18, at my request,*****, also with a supervisory role, and * of the * people who had cleaned my house came to look. After being told in detail about the cleaners used, I asked to smell them. None had the same smell as our upstairs bathroom after the cleaning.***** was to take the finding to *****, the owner, and I asked for him to report back to me by the next day. He did not respond until I further requested response on Monday, May ** by * pm. At * pm, I sent an additional email that their time to address this directly with me had past. **** replied that she told me by text that he would respond that afternoon. I decided not to post a review at * pm since I am still in the complaint resolution period. *****'s response came around **** Monday afternoon. Again, ***** and Molly Maids refused to assume any responsibility.

  Business response

  06/12/2022

  Business Response /* (1000, 5, 2022/06/12) */ Ms *******, first I want to assure you that we take damage complaints very seriously and do our best to determine if we are responsible. We pride ourselves on running our business with the utmost integrity so getting to the truth is important to us. I did give my office manager, ****, a list of 6 reasons we could not take responsibility for the claim (if she did not forward these, please let me know and I will). To briefly summarize, for our company to be responsible, the employees that cleaned your home must have violated 3 training policies (we don't use bleach, we don't clean walls, and we don't permit employees to carry unapproved products), as well as must have lied to us about violating those policies and that when they cleaned there was furniture sitting where those stains are now. We have made it clear to the employees there would be no consequences to them for admitting they carried unapproved bleach in the house and used it, yet they continue to insist they did not. I can assure you, if we learn anything that suggests the team has lied about any of the facts in this case, we will immediately call you and accept responsibility. We continue to search the team's car for any evidence they ever carry bleach. If found, even 3 months from now, we will reverse our decision on this case. But until we find some evidence the team is capable of such a violation of training, we are unable to take responsibility for these damages. Consumer Response /* (3000, 7, 2022/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I expect acknowledgement of liability. Additionally, there was no furniture in the places damaged. Business Response /* (4000, 11, 2022/06/16) */ I've spend the last couple of days reviewing all our evidence again in this case including extensive notes from conversations with Mr & Mrs *******, and talking again with all our employees in the house the day of the clean. I do believe the *******'s are just as convinced we caused the stains on the carpet and walls as we are that we did not. This is a frustrating state to be in since we would like to take responsibility if we did it or clear our name if we did not. All I can say at this time is this remains an open case with us as our staff insist they are not responsible for these damages, nor have we any evidence they violated their training in a way that could have caused the damages. The only encouragement I can offer is often evidence comes to light in the weeks or months after such a claim that finally solves the case. If that happens on our end we will contact the ******* family. We ask that they do the same.

*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. ↩