Molly Maid Inc - Coralville

"The ladies that went out to clean the home are still with our company and are a very popular team here. Maria speaks pretty good english, so I am surprised that the needs couldn't be communicated with you. The best way to communicate something like this would be through the office in a phone call. Customer service is very important to us, so I wish that the client would have expressed these concerns so that we could address them with the team and/or perhaps give her a new team if it was not a good fit. I am glad that the bathrooms were cleaned spotlessly, but as the owner I certainly would have like for the overall experience to have been better."

"This is an unfair review. Member gave us permission to use as much time as necessary to clean his home. We knew that this home was being prepared for sale, so after the first few hours, we came back to Member for more time and also let him know that there would be an additional charge to remove all of the trash that was left in his home. We are not a trash-removal service, but we thought that we were actually giving him great customer service by going over and above the norm to do this. But, Member was not happy when the price (not the results), so he gave us a poor review. The price should not have been a shock to Member, we were in constant contact with him over the course of this clean."

"First of all I want to say as the owner that we hate it when our customers are not satisfied with our service. Our goal is to provide the best house cleaning in the Corridor, so it is very disappointing that your experience with our company was not a better one. I do want to respond to a few of the objections and then propose a solution to hope in some way rectify the situation. *You stated that the employees showed up over an hour late to come and clean your home. We are very very careful to let everyone know that our times are an estimate. Cleaning times vary, so we never pinpoint times. I'm sorry that we were later than our estimate, but it is truly an estimate because many things can effect and do effect our arrival time. *You stated that after you showed them what needed to be done, they began in the bathroom. Our employees are taught to work top to bottom and left to right and that does include where they start in a house. If we are cleaning a ranch style home they will begin in the basement and work their way out the front door, perhaps that was the reason they began in the bathroom? * "You stated that one simply stood and watched while they chatted." Our employees are allowed to talk while they work, but with that said if one of them actually stopped working and was simply chatting, then that indeed is an issue that I am also concerned about. If you had called us to let us know, we would have indeed tried to rectify the situation. If that is what happened, that is as disheartening to me as the owner as it is to you the consumer. *You stated after working a few hours they had to leave and come back. We see in our records that we did indeed come back the next day and completed the clean with an additional hour. We don't like to split a clean on our schedule into 2 days, we completely understand that it is inconvenient. Our average onetime clean is 3 hours, but generally a 4-5 hour one-time will not have to be split. We almost never do that, so again I am sorry for the inconvenience of having to do that. I believe that you had some very legitimate concerns and I as the owner understand why you were upset and why you posted this review. I want to again let you know that I am sorry for not meeting your expectations and ours. I personally would have loved to have been able to speak to you at the time of the clean, so that we could have worked out an amiable solution for everyone. Your opinion does matter to me, so I feel that even though it has been some time since this incident occurred, we would still like to work with you on this. Our normal policy if you are not completely satisfied with your clean is to go back and re-clean. We are always willing to send a different team if that seems to be part of the issue. We would like to offer you a free clean from Molly Maid and I will personally come out at the conclusion of the clean to quality check your home to make sure that the clean was up to your expectations and ours. If that is not an agreeable solution, please call us and ask for me (Jeff) so that we can discuss other options. We appreciate your business and we feel very badly that your clean did not go to your expectations."

"What a terrible review. I want to first say that I am EXTREMELY sorry for the bad experience that you had with our cleaning service. We do hundreds of one-time cleans per year and from speaking to many of them I know that your experience is unique and very unfortunate. In a case where a team under-performs, which this one obviously did, we would hope that the consumer would call us to let us know of their disappointment. In a case like this, our policy would be to come back out and fix it. The team itself did not seem to be a good fit, so we would send out a different team and then we would internally address the issues of concern that you had with the first team to ensure that these things don't happen again. While it has been some time since we were out to your home, we would love to somehow make it right with you. We do care very much about our customer's and it bothers us to know that you had a very bad experience. Please give us a call so that we can discuss some ways that we might be able to, in a small way, rectify the situation."