Molly Maid Colorado Springs

This was an unfortunate experience. While the two women who cleaned did a good job, the owner was terrible. I called to schedule a morning appointment and was told I was good to go and that they would notify me of the specific window as the day got closer. Life happens every day and things change, that is no problem. The problem is when the company takes no responsibility for their claims and will charge you a cancelation fee even when they've lied. Here comes the day, and the only correspondence I received was a text asking me to confirm I would be paying them for a cleaning service that day. 12pm rolls around and I have heard nothing else. I figured up till 12pm is still the morning, so no worries, but now it's past and who knows what's going to happen. I call them to ask for an update and I am given a bland statement of the cleaning crew will be there "after their next appointment". It wasn't until I pressed and told them I obviously can't sit around all day waiting for them to show up, they put me on hold to go speak with their cleaning crew(again they were great and did a good job) on their status. I was asked when I was planning to leave, like it's any of their business when I was told they would be there in the morning. 2-3 hours of cleaning at the latest of 11:50 would be 3pm. That is the agreement you accept with "morning" as a qualifier. I was told they would be there around 1:30pm AFTER telling them I needed to leave some time before 5pm. I had no problem with their schedules being delayed, the problem happens when they are now way outside the agreement that was made and fall into the weak and pathetic response of "it's our policy" stick to avoid any sense of responsibility like they can't do anything. It's a policy, which means nothing outside of fantasy. Policy is to set a standard, but the same way customers should understand things change, they should also. I wasn't yelling or using harsh language in any way when asking that I may need to cancel to avoid missing things I had going on. They kept trying to claim I made the appointment online as though that would absolve them of everything. I had to keep pointing out that No, I called and was told a morning appointment and everything was good. It's just bad ownership and man I can only think of the terrible employee treament that often goes along with poor management/ownership. I would be ashamed and realize my failure as a business owner if I ran it this way.

I originally hired another local company. Big mistake! I called Molly Maids. I am paying less with Molly Maids and am getting a two person crew! Roxanna and Jessica are my cleaning crew. They are excellent. My house is actually clean when they leave and they are not in a rush which makes me feel more comfortable. Please don't make the same mistake I originally did and hire another company. The aggravation alone from not having areas cleaned is not worth it! I started Molly Maids on an every other week basis and quickly hired them on a weekly basis.

I started with Molly Maids of Colorado Springs in Nov of 2013. I quit them in Jan of 2015. Let me preface things by saying I always cleaned up the clutter and removed things like the dog stuff from the floor and made things simpler for them. At the beginning the service was what I had hoped. I had the whole house done every other week and the main floor done weekly. They were consistent to begin but then I started getting many different teams and I would request particular things to be done more thoroughly and the next week it was someone different. Most of the ladies acted like they did not speak or understand English but I was told they do. It got so bad I had to have the owner come out to see things that were not being done. I was on a set fee that was to be paid weekly by auto debit. They would arbitrarily change the amount and tell me it was because the ladies were there longer. I would have to argue for the correct amount to be charged as that was what I agreed to and them being there longer was not my fault. They do not have a set time that they come out which can be frustrating especially as there are dogs and children napping. One week it would be 11 am the next 4 pm. I did not allow them to keep a key due to the dog and children stuff. As a weekly client I think assigned times would not be too much to ask. Their cleaning was never consistent with all the different teams. They would not lift things up to clean under items on the counters. They cleaned around things. They did not always clean behind doors or window frames as stated. Most of the time they did cleaning I could do myself and do. They advertise that they clean the things you don't want to or shouldn't have to clean. Rarely did I see that to be the case. I would suggest looking elsewhere for cleaning services.

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Molly Maids' cleaners do a great job cleaning; unfortunately their customer service and organization is horrendous, even when dealing with the owner. Plus, they don't show up when they are supposed to. Here is the short of it: They tried to reschedule my first service 10 minutes before they were supposed to show up. They didn't record the date of my second service and did not show up. When there is an issue, and there were several, their "customer service reps" are rude, unaccountable, and unhelpful. They don't take notes on conversations for other employees to reference. They don't follow through on promises. They don't listen to your needs and don't honor your preferred method of contact. Read on for complete details of what lead to the above conclusions. Strike 1: I set up my initial cleaning service to be completed the morning I was having an annual party. I received a call from John 10 minutes before the cleaners were supposed to arrive, stating that there was an emergency with one of their employees and asking if he could reschedule my service. I apologized and explained that, as I mentioned when I scheduled the service, I was having an event that evening, so I could not reschedule. He kept me on the phone for 10 minutes, explaining the situation and trying to get me to concede and let them off the hook. I finally said that I hope everything would be okay with his employee, but I needed someone to come out that day because I didn't schedule time to do it myself, so if they weren't coming out, that I'd need to start making calls to get a different company out. He finally agreed to make different arrangements and sent his crew over. The cleaning crew did a great job, and the staff that came out was so pleasant and great to work with, so I decided to give them another shot and continue with a regular service. Strike 2: I called to set up a regular service and spoke with John, the owner. He gave me options for a service every two weeks service or a monthly service. I told him I wanted a monthly service, but had company coming in town and asked to get on their schedule just two weeks after the original cleaning, on a specific date, to accommodate my company. He said "no problem," confirmed the date of my cleaning, and told me he'd charge the two week rate for that next service. But, he said he'd need to switch me to a different day of the week for the following service, because the team he had working wasn't available on Mondays (the day I needed the second service scheduled). No problem, I told him, the specific dates didn't matter going forward from the two-week service. Fast forward two weeks: the cleaners were supposed to arrive between 8 and 8:30. They did not show up. I gave them until 9:30, then called the office. The woman who answered the phone said I wasn't on the schedule. I explained that I spoke with John on x-date and set it up and she told me "I don't know what to tell you. You aren't on the schedule." She never said "sorry." Not sorry for the confusion, sorry for the mix up, I apologize... just "you aren't on the schedule." I asked to speak with a manager. She told me she was the manager. So then I asked to speak to her manager, and she said he wasn't in. I asked her to have him call me, and then asked what we could do about the service today. She said she would "see what she could do" but reminded me that "I was not on the schedule for today." My next cleaning wasn't for another month, she told me. I explained again that I did schedule a service for that day, and then set up a monthly service from there on out, but was reconsidering because of that morning's issue. She told me she wouldn't be able to send anyone out that day unless I agreed to continue with a monthly service. She also told me she wouldn't be able to get me on the schedule for monthly services on Mondays (remember, I already told John that the day of the week didn't matter). At a loss and at their mercy, I said fine, to keep me on the monthly and please send someone out today, and then to please have her boss call me. They did get someone out that day, to their credit, but not without bullying me into continuing with their service after they failed to show up. Again, the cleaners did a great job. John called that afternoon. He admitted that he forgot to put me on the schedule. He was apologetic but didn't really believe how his employee had treated me that morning. He said he wouldn't "make" me continue the service. He said he wanted to keep me as a customer, and offered $30 off services--$10 off each service for the next 3 months. I told him that was nice, but I didn't trust them to show up. I had a bad taste in my mouth, and wanted to cancel. But I offered that he could follow up with me in a couple weeks to see if I was less annoyed and would take advantage of the discount. (I didn't say this to him, but this action would prove that they were accountable and actually cared about my business.) I told him that I wasn't upset about the mistake initially; that I just wanted them to correct it. I expect mistakes to happen, but the way they reacted to the situation was why I did not want to give them my business. Strike 3: John did follow up with me. It happened to be during a conference when I was out of town in a different time zone, so we were leaving voice mails. On the second returned voice mail, I left a message stating I was in meetings all day for the next two days and asked John to please email me the details of when he could get me on the schedule and confirm the rate, including any discounts we discussed. He called me back and left a voice mail asking for me to call him. He completely disregarded my request for an email. When we finally got on the phone after my meetings, he offered to get me on the schedule but made no mention of the discount he offered earlier. I asked him about it and he said he'd honor it. I told him we could try it again. Strike 4: The cleaners actually showed up this time without incident, however, it was not the same crew that had been out before--which was part of John's excuse about why the scheduling was so confusing in my case: he wanted to get the same employees out to my house. The new cleaners were equally friendly and detailed as the crew before them, so I decided not to mention anything. However, when the charge showed up on my credit card, they did not apply the $10 credit John offered as a make-good. I called this morning to speak with John and was told he was out for a few days. The employee asked if there was something she could help with, so I told her about the coupon. She looked up the notes on my account and said the only mention was for a $5 credit because the cleaning crew broke a candle holder. I told her about the other offer John had made and then she said "oh yeah, here that is." She said she'd apply a credit to my card. I said thanks, and asked her to do so and then go ahead and cancel my service, that there had been too many issues. Her response: "No problem. We'll cancel that. Have a nice day." No "sorry" was issued, and apparently, no worries on losing a customer. Overall: The reason I hired a cleaning service in the first place is because I don't have enough time to maintain my household as well as I want to. With the time I have spent calling, arguing, following up, scheduling, etc., I could have just done it myself. My experience with this company is that they do not value their customers, don't listen to their customers' needs, and basically just don't have their act together to run a business. It's a shame, because the employees that are doing the actual work are really good at what they do. I hope they get hired on at a more legitimate operation when this one goes out of business.

The maids who cleaned my brother's apartment did a good job. The problem with Molly Maids East is in how the business is run. The owner is a very poor communicator and is rude and aggressive to his customers. Molly Maids is a national franchise and they advertise on their website that they will do an on-site inspection and then provide an estimate of the cost to clean. When I contacted them, the owner scheduled an appointment time to meet at the apartment, presumably to provide me with a cost estimate to clean it. However, no one showed up at the appointed time and when I called them, the owner told me that there was some misunderstanding and that he didn't operate that way. Instead he just gave me a minimum price over the phone but did not mention how much time that minimum price bought me. I told him to go ahead and he scheduled for the maids to clean the next day and told me to pay the maids the price he quoted in cash at time of service. The maids finally showed up at the apartment an hour and a half late. Before they began their work, since I assumed that time would be a factor in the pricing (even though I was not told of a maximum time for the minimum price) and that the apartment needed a deed cleaning, I tried to tell the maids that they should confine their efforts to just cleaning the kitchen and the bathroom. Although it was obvious that neither one of them spoke much English, I assumed they understood my instructions. When I returned an hour or so later, they were still cleaning these two rooms. I repeated my instructions.When I returned a hour later, they were just finishing up, having cleaned the entire apartment. I paid them the agreed upon price. The next day the owner called me and left a message that I owed him another $46 because they spent two and a half hours cleaning and the minimum charge only covered an hour and a half. He was very rude and said that he required the cash that day. I live out of town and got the message after I had returned home. He called again the next day and left another message, threatening to put a lien on the property if I didn't immediately pay him. I called him back and spoke with his employee and explained to her that I would pay the extra charge but that her boss was a poor communicator and had a bad attitude and, for this reason, I wanted to cancel my order for continuing monthly cleaning service for my brother's apartment. I told her I had decided that I had lost trust in doing business with an owner who couldn't even follow one of the procedures indicated on the Molly Maids website and whose only answer to any of my comments was "It must doesn't work that way." In addition, I cannot do business with an owner who is so rude and threatening with his customers over a misunderstanding of his own making. And, when businesses use people who interface with the customer who don't speak English, they should provide for some way to insure that there is effective communication between the customer and the service business so that both can be on the same page in providing the service. It is for these reasons that this franchise owner has lost a potentially good customer. it need not have been this way.

I probably have the cleanest house that anyone would ever have to clean. I put things away, pick up the dog beds on the floor, clear off the counters in the bathroom and the vanity. I put away most things from the kitchen counters other than the big items. All they have to do is come in and clean. To be sure that I was not overreacting, I deliberately left a few things today. I came home to find the floors not mopped and there was dirt left on them. The hardwood floors were also not mopped. The area rug in the dining room still had dog biscuit crumbs in it as if they had not vacuumed the rub. The counters in the kitchen were not cleaned, it looked like they just run a cloth over it but there were still places that needed to be wiped up. The hardwood table in the kitchen was not cleaned; there were still crumbs on it and it seemed to be in one pile like they started but didn't finish. The refrigerator handle had not been wiped down nor had the kitchen fixtures. The ledge on the master bathroom sink had not been cleaned. The top of my vanity still had dust on it. There was one piece of dog kibble by the baseboard...need I go on. I was so angry. I pay them 102.00 per week for cleaning, not a once over. This is not the first time. In the past, they did not clean behind the master bedroom door so that the dust built up behind it. One day I came home and the oven was on. It seemed that they cleaned the cook top but turned on the oven.. Several times they have left their dust cloths or cleaning solution behind. I called the owner today and discontinued the service. He was very apologetic. He agreed to return my key and not charge me for yesterday's cleaning. He also offered free cleaning and a different team should I come back at a later time. Because of his demeanor and willing to work with us, I may try them in the future but at this time I am not willing to continue.

Cleaning was terrible and they refused to refund my money. I was on bed rest with a high risk pregnancy and needed a competent service. The owner hung up on me 3x and laughed at me while I cried over the terrible service. I had moths and cob webs in the windows and they didn't even clean the bathrooms.

They were pretty good. Each time they came out I paid about $100. They clean really well and the price was good considering how much they used to do. I was always very pleased with their service and it is just that I can’t afford them anymore.

We bought our home sight unseen because I didn't want to fly with the kids, so we hired this company to go and clean the whole place before we arrived. They charged a ridiculous amount and when we got there it was filthy. Amongst other things, there was grime in the bathrooms they didn't clean up. When I called they said they did clean it and were not going to come back and do it again. This was two years ago and I am still irritated because it was so much money and I still had to end up cleaning the house myself.

Does an okay job, wish it was more thorough, but overall acceptable. Seems like most of their competitors are much more expensive.