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Molly Maid, Victoria Reviews (5)
Working in any service industry when a customer is unhappy you should be apologetic (even if you are not at fault) and find some way to keep that customer happy.
Honestly after reading the responses I see that the "owner" seems to be argumentative and lacks personal skills.
Plus it does seem rather than just specifically addressing that there is some catty finger pointing.
I was looking at this business for my mother's use. I have now advised her against it.
I have never in my life encountered such horrible customer service. The women are truly bullies, and then they overcharge you based on false facts!
Please do not ever use their service. Please save yourself the headache.
We advise all one time clients that they need to be at the clean to let the team in and sign in on their sheet and do a walkthrough with the team and sign off as it avoids problems such as quality issues with the team and how long the team was there. If you signed the form, there is no doubt. And if you do a walkthrough of the home at the end let the team know if you are not satisfied before signing off and saying you are!
This client chose NOT to be there to let us in and sent her realtor to do that without phoning our office to advise us of such. The realtor signed in and left and never returned.
At some point during the clean the client showed up briefly to pick up some items and never came back.
Near the end of the clean the new buyer and her realtor showed up and they were going through things as we were trying to work. The new buyer was constantly telling the team to redo things even though we were working for the seller. The team tried to keep the new buyer happy, but with them being there, it took us longer to do our job and we do not work for free. We advised the client of this and her realtor and the realtor advised us that the new buyer had no right being there. This client didn't even pay for the extra money to Molly Maid as her realtor did.
BEWARE of many things you read on here. Companies have policies and procedures for a reason - to prevent miscommunication between themselves and their clients. However if clients choose not to follow the policies there isn't much a company can do.
If this client was home to sign in and sign off as we requested, she would know exactly how long we were there and what kind of job we did. We call every client a few days after the clean to see how our staff's quality was. In this case, the client didn't know as she never went back - her own words.
This complaint to me smacks of sour grapes as I wouldn't let her cancel a booked clean within a 2 day time limit.
Too bad for the money ($210!), but I do not think that I want these people to come into my house.
When Molly Maid performs move out cleans, we do the whole job or we do not come. We do not offer a partial move out service as move outs affect the party leaving, sometimes a landlord and the party coming in. If we only do a partial job, in my opinion it reflects negatively on our service as the landlord and the new party coming in may think our quality is not what it should have been (on the areas we didn't clean)
The amount of money for the gift certificate was not going to cover the entire cost of the move out so that this client would have to pay the balance. She did not want to do this and demanded that we only come for the time period that the gift certificate covered. If it was any other type of clean other than a move out, we would have been more than happy to do that but on a move out, I can not risk us not doing our full service and the landlord or new party coming in thinking negatively of our service.
As the client was moving out of country in less than 5 days she felt the gift certificate was worthless and then was upset. I did advise her that she may be able to sell the GC online for money and thus it would help, but this was not satisfactory for her. What she wanted was a refund of a GC sold over a year ago and as most of you know GC's are non refundable.
It is unfortunate as in trying to ensure our service stands for quality, service and value on move out cleans, obvioulsly this client was left not happy.
We believe this review was written by the "candidate" in questions or the company she works for.
Again - don't believe everything you read here as people have different motives for posting negative things online