Felt under attack in my own home. Disgraceful company

Molly Maid Domestic Cleaning Services www.mollymaid.co.uk
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Guest's review of Molly Maid Domestic Cleaning Services www.mollymaid.co.uk

“Felt under attack in my own home. Disgraceful company”

★☆☆☆☆

written by on 27/09/2014

I instructed a my local branch to clean my house once a fortnight. The
franchise owner came to view the house and quoted me £50 to clean the house from
top to bottom. This included vacuuming, mopping, wiping down skirting, dusting
cobwebs, polishing furniture, dusting doors, sills, blinds, spot wiping doors,
cleaning bathroom and kitchen including sinks, bath, toilets etc. she told me
they would also pull furniture out and clean underneath.

Sounded great ! She said she would send over two maids and they would stay until
the work was done to my satisfaction. Whether that be 2 hours/5 hours etc.

The maids came and I left them to it. Within an hour they were shouting to tell
me they had finished! They asked me if I was happy and I told them I didn't feel
as if the skirting had been cleaned. The one maid was already in the car waiting
to go! The other said "oh that would be my colleague (and rolled her eyes). She went and called her colleague from the car who (with an attitude I might add) asked me to show her the dust, I showed her the worst and she wiped it and muttered sorry and walked off.

Once they had gone and the wet floor had dried, I inspected the property. All of
the skirting was still thick with dust. The doors were dusty, blinds dusty,
mirrors had marks still all over them, furniture had been wiped but not polished
and therefore was still not completely dust free and had finger prints on. Cobwebs were still in the corners of the room and dog hairs everywhere. The house
didn't smell of any cleaning products. The radiator in the bathroom was
untouched, still covered in talcum powder! Underneath the furniture had not been cleaned.

My husband and I couldn't believe it! We called the franchise manager who
refused a refund but offered to send the cleaners back around 3 days later. I was angry because I needed the house clean for the weekend. I sent photos of the evidence over email and then rang up head office.

The reply from head office was shocking. They said "sorry to hear you felt it is
necessary to complain about our services, we unfortunately cannot take
responsibility for the complaint you are raising about the franchise. It is up
to the franchise manager to deal with your complaint".

What a joke! So they have a shocking franchise manager who is destroying their
brand and they don't give two hoots! Well one day they will care when enough
people have reported their scandals to watchdog!

After much debate with the manager and no refund she sent the cleaners back round. As soon as they re-entered my house they were on the defensive. "Show me the cobwebs then" the one lady said..."where's the dust then" the other said... I felt like I was undergoing trial in court! So I went round and showed them all of the dust and cobwebs to which they gave countless pathetic excuses. "Oops I didn't have my glasses" the one said.

Well I am a doctor by profession and I don't think I would get away with "sorry that I didn't spot your cancerous mole, I didn't have my glasses on".

The cleaner told me she didn't clean under the furniture because she wouldn't
move it. Not what her boss had said!

The last straw was when I told one of the ladies that she needed to "get a new
cloth", after she argued that she had cleaned a radiator that was unarguably still
covered in talc. She then turned on me about telling her manager that she had
blamed her colleague. Well she had! She was most unprofessional! Sorry if I have
stirred up the dust between her and her colleague! Pardon the pun!

At this point I asked them both to leave my house immediately. I spent the whole
day seething, not just about the clean but about the attack I had endured off
these cleaners. I have spent a few hours this morning cleaning the parts that they
didn't. The franchise manager did not answer her phone that afternoon. Head
office didn't want to know.

I cannot believe the unprofessional conduct of this company. Utterly disgraceful.
They should be ashamed of themselves. What if I was elderly or vulnerable?

I feel sorry for the franchise owners who do a good job and have a
good team. Only to be let down by the likes of the this particular team.

Shocking experience. Never again.

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