Complaints

This profile includes complaints for Molly Maid's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Molly Maid

  2515 E Evergreen Blvd Vancouver, WA 98661-4322

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  Molly Maid

  6312 SW Capitol HWY Ste. 161 Portland, OR 97239

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/27/2022

  Type:Service or Repair Issues
  Status:

  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.

  We had Molly Maids come clean our house Friday, July 8, 2022. They charged $340. I caught one of the cleaners standing on our couch wearing dirty street shoes. After the "service", our house remained filthy, many areas completely untouched, and the floors dirtier than before they came. As the business is closed over the weekend, my wife (9 months pregnant) was left to clean the house herself. I reached out for a resolution, Monday July 11. They offered me to have a team come clean the house again, however this would assume we would just sit with a dirty house over the weekend. Since we were forced to clean the house ourselves, they offered us a 10% discount on a future clean, which is not nearly adequate for a service that was not completed. Not to mention I would never give them more money for a repeated service.***** from refusing a refund for the house cleaning, this also disregards our couch needing a cleaning after they stood on it with dirty shoes. They offered me $60 towards a couch cleaning, which does not even cover the cost of a professional couch cleaning. This need for a couch cleaning was directly caused by their employee, so at the very least, a fully covered professional couch clean seems fair. But they refused that as well.

  Business Response

  Date: 08/03/2022

  Molly Maid of Western Portland & Vancouver
  2515 ****************
  *********, ** 98661

   

  To whom it may concern,

   

  We are writing this letter in response to the complaint ID ******** that was received on 8/3/22 by our office. Our staff did perform a cleaning for the customer on 7/8/22. The customer called to discuss the clean and expressed their dissatisfaction with the service. As stated in the customer statement of the problem we offered to reclean the home for them. We are not open on the weekends so understandably offered to have a team come back the following Monday. As stated by the customer we also offered multiple discounts in other way to try to resolve the issue but they were declined.

  The customer was sent a welcome letter and an estimate email describing our polices and how they would be billed at the time they booked the appointment. We do not offer refunds on our service per the welcome letter policy. We offer to make the cleaning right and get the job done right via a follow up reclean. This service was declined by the customer.

  We simply billed for the amount of time our team spent cleaning and nothing more. We attempted to resolve the issue with the customer to no avail. They both decided to negatively post about their experience on ****** reviews despite the cleaning only being for one address and have no elevated it to the BBB even though we attempted to resolve the issue multiple times including our reclean guarantee that was denied.

   

  Thank you

  Molly Maid of Western Portland & Vancouver

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17634678
  
  I am rejecting this response because:

  
  

  Maybe I did not accurately describe the issue at hand. I am aware the business offered the option of a re-clean service or a partial (albeit, small) discount for a future clean. Here's some points why this wasn't going to work:

  
  

  1. The initial service was done on a Friday afternoon close to when the business closed for the weekend. My 9 month pregnant wife was not willing to sit in a dirty house until we would be able to contact the business on the following Monday. Thus the house was cleaned ourselves. So on Monday, there was nothing for the business to re-clean since we were forced to do it ourselves.
  2. I rejected the partial discount on a future service since the business lost my trust, and using this partial discount would require that I hire them again. I would not willingly give the business more of my money to perform another sub-par service.
  3. The business offered a small credit towards a couch clean, but they refused to pay the full amount. I rejected the partial credit because I believe they owe me at the very least, a full compensation for a couch clean.

  Point #3 above is what I want addressed. 

  
  

  I've come to terms with the fact that the company provides a sub-par cleaning service and refuses refunds, my loss for hiring them. However, my couch wouldn't have needed a clean if their cleaners never stepped foot in my house. Walking on a customer's couch with dirty street shoes is unacceptable for a "cleaning" company. This isn't even to mention that the house felt dirtier after their "service." But at the very least, the company owes me the full value of a professional couch upholstery clean due to the carelessness of their unprofessional employees, a partial credit for this is honestly laughable as it was entirely a result of them stepping foot into my house. 

  
  

  
  

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

  Business Response

  Date: 08/23/2022

  Please see attached follow up letter to complaint ID ********.

  Customer Answer

  Date: 09/05/2022

   
  Complaint: 17634678
  
  The "reclean" was rejected because we had to clean the house ourselves during Molly Maids weekend off-hours. With a clean house (by our doing), there was nothing for Molly Maids to "reclean." Not to mention my lack of trust in their employees after witnessing their blunder. 
  

  
  

  The $60 credit was rejected because I was told by Molly Maids that $60 would not be enough for the entire cost of a couch cleaning from a company they offered to refer me to. This was the problem I've been trying to resolve, I felt I shouldn't have to pay out of pocket at all, even with a $60 credit, for a service I didn't need prior to Molly Maids entering my house. As Molly Maids pointed out, I am just looking for all of the cushions to be cleaned, not the entire couch.

  
  

  I did not provide a cost estimate because Molly Maids was referring a couch cleaner. Now that I know they were expecting a cost estimate, I can find a cleaner and get a quote, I didn't know they were waiting for that information.

  
  

  "Expelling all options that we can think of" is not necessarily true. When this whole thing started over the phone, a refund was what I was asking for as the hired service was a failure. But alas here we are, nearly 2 months later, at this point I'm just trying to get the full cost of my couch cushions cleaned.

  
  

  
  

  Customer Answer

  Date: 09/15/2022

  As requested, here is the estimate I received for cleaning of my couch cushions. Please note that the upholstery cleaning lists the word "pet" within their general verbiage, however I do not own any pets and there is no pet related damage to the couch. The relevant keywords in their quote is really "traffic" due to Molly Maids walking on my couch with shoes on. Please let me how we can proceed.

  Business Response

  Date: 10/06/2022

  Hi BBB complaints resolution specialist,
  
  We are writing in receipt of the response from our customer for complaint ID ********.  We received their request and quote for a cleaning service to  clean their couch cushions.  The price is too high and we have reached out to the customer directly and offered for our vendor to take care of the  cleaning for them.  Please let us know if you need anything else.
  
  Thank You
  *****************
  General Manager
  Molly Maid of Western Portland & *********
  ************
  ************