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| - I have used Molly Maids many many time in the past 2 years and didn't have a bad experience. I was having a major surgery done and wanted my home deep cleaned so I could recover in a clean home and not let my house drive me crazy while I was bed ridden. I made the appointment for the day before my surgery and they gave me a window of 1pm-3pm which was perfect for me. Well at 3:45pm my mom swung by my house with my child to pick up his overnight bag and she text me and let me know that the house had not been cleaned and no cleaners were there. At 4pm I called to find out if the cleaners were coming as this was important to get done, no answer when I called. I finally left work and when I got home the cleaners just arrived at 4:45pm I understand they get delayed at jobs that's not a problem but at least call. I knew I scheduled a deep clean which should've taken at least 1.5-2hrs with fridge and oven cleaning too. This threw a wrench into my pre op plans to get ready for surgery but I thought that's ok at least the house will be nice and clean for recovery. I left the house to kill time because I didn't want to be in their way I returned around 7pm. The house was meh ok cleaned but not great, open the fridge and it was never cleaned, checked the oven again not cleaned. I went upstairs to my room and stepped on my area rug by my bed and my foot was soaking wet I turned over the rug to find a massive spill in the rug and it had just been left there wet on top of my carpet. Now by the time being 8pm there was no one to call to complain. The next morning I was at the hospital at 6am for surgery and the last thing on my mind was calling Molly maids to discuss the issues. I had a very rough recovery, heavily medicated for several days, so again last thing on my mind was to call and complain. But I did check my voicemail and Alma called on Friday while I was in surgery to say she was charging my card $200. I only ever used my credit card with them once I always did a check instead, I never authorized her to run that card but she did it anyways. I got a follow up email survey about my service even in that survey I was generous and gave a 6 out of 10 since previously they had done a decent job. Today I asked my boyfriend to call and talk to them about the issues and running my card without approval and how they shouldn't even have my card number on file. I had him call because talking for longer than a few minutes is very difficult for me as I'm still recovering. He finally got to speak with Alma who was unprofessional to say the least. Of course they denied spilling anything and even argued that they were at my house at 3:30pm, here's the problem my window was 1pm-3pm even if they did show up at 3:30 which they didn't they were still late but listen Alma I have cameras in my house and reviewed the footage you were not there at 3:30 and my mom wouldn't lie either when she went to my house at 3:45. So to argue with your customer is a joke. She then says she'll refund $75 of the $200 she charged me mind you they didn't even do the fridge or oven as I was billed for. She did admit that they did not clean those things they "forgot". But she went on to say if I took down my yelp review she'd think about refunding me more. First off I never even wrote a yelp review about this until just now it was explained to her we hadn't written any such review, she then argued the survey I completed goes straight to yelp, uh no it doesn't lol I came on here before writing this to just verify what I already knew which was the survey doesn't automatically go on to yelp lol. But really you're going to threaten me that you'd give more of a refund if I removed a review that didn't even exist in the first place? Wow unbelievable! I own a business and deal with clients daily if they had a bad experience I'd do everything to correct it because not only am I going to get my refunded amount because I never gave you written nor verbal authorization to charge my card but you now lost yourself a customer forever so in the long run you hurt your own business by acting this way. No apologies or acceptance of their unprofessionalism and poor work. I would've been happy with a "hey were really sorry it went bad this time we will make sure it doesn't happen like this in the future and refund half the charge" I would've been happy with that and honestly used them again because I had never had this experience prior when I used them. But instead I'll never use you again and now I am writing a real review to hopefully warn others of this service. I was hoping for a nice clean house during a very hard recovery instead I got a headache, overcharged, inconvenienced, argument, and threats
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