Molly Maid of Reno Sparks

I have a two-story, 2,200 sq ft home with 4 bedrooms and 3 bathrooms. I was initially given a price and time estimate for a cleaning service: between $360–$490 and 2.75 to 3.75 hours. I was told the lower end would apply if the house was already somewhat clean, and the higher end if it was in poor condition. Before the cleaners arrived, I made sure the house was relatively clean and clutter-free to make the job easier and more efficient. However, it took two cleaners nearly 3 hours just to finish the downstairs area, which included a living room, kitchen, one bathroom, and one bedroom (which only required a closet mirror to be cleaned.) Once they started the upstairs, they informed me—after only 20 minutes—that they would need an additional 1.5 hours and $196 more to complete it, bringing the total to $686. This was significantly more than a previous move-out cleaning I’d had done, which included everything—even windows (which this cleaning did not include). We called and spoke to the office, asking if they could at least finish the bathrooms upstairs. They agreed, but charged us an additional $130 just for that. Throughout the process, I noticed the cleaners spent a lot of time on things that didn’t need much attention, such as vacuuming and mopping already clean floors and vacuuming behind couches, rearranging couch covers and blankets. When we brought this up, they said they hadn’t received any specific cleaning instructions. However, I would expect a professional cleaning service to assess what actually needs cleaning and prioritize tasks accordingly, especially within the time frame they themselves provided. After they left, we found several areas upstairs and down that were missed. Because of the time frame and how much time they spent vacuuming the downstairs, none of the upstairs bedroom floors were vacuumed, and although the bathrooms were cleaned, some spots were clearly overlooked. This took a total of 4.5 hours to do and cost a total of $620 and only about 60% of the house ended up getting cleaned. Overall, the experience felt like a bait-and-switch: the original estimate and time frame were completely disregarded after they spent an excessive amount of time downstairs. I’m very disappointed in both the quality of the cleaning and the final cost, and I won’t be using this service again.

Cleaning service

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I have been a long time Molly Maids customer and was generally fine with the services until it came under new ownership and when I had a change of crew because the lead housekeeper was having a baby. I believe that has been over a year now. They charge an arm and a leg and they miss basic things. I repeatedly had to call them about dirty countertops, dirty sinks and the most upsetting thing is that they drag the vacuum cords against my walls creating black marks. They also left my slider door open multiple times. I had asked to have the same crew back if the lead housekeeper came back after having her baby. My husband saw her out and about and she said she was back working. I called and asked for her back and they said they could not which was extremely upsetting. Anyway at the last cleaning they missed an entire bathroom - they just forgot and they also left the slider glass door open again. After that I posted on Yelp etc. and contacted the home office about the poor quality. The owner called me and left a voicemail and said that he was angry with me. Well I did not call him back. If anyone should be angry it is me. Anyway they were supposed to come today. I called them and they said they left a voicemail that they can't meet my cleaning needs. Which they never did. Not even a letter and they have my key. So honestly worst possible experience ever. I would not recommend them to anyone.

It was great. I thought that their cleaning was thorough. They cleaned the house for three hours and there were two people.

First off I would like to say that the Lady's who do the actual cleaning are very nice and courteous. The problem is with the owner and the billing dept. We have been using Molly Maids for years and only until recently have we had any issues. We hired them for a move out clean for our home that we are selling, they currently clean the rental that we are in until the house sells. Last month I had noticed that we were double billed, once on 4/1 and again on 4/2 for the same amount, obviously they have our card on file and it is the right #! I have called twice on this matter and have yet to receive a response. When we scheduled for the move out clean they said they needed to run the card for "pre-approval", no problem, here ya go... when they showed up they demanded cash. I did not have cash, I had credit cards and a checkbook, neither would they take as payment. They called their boss, he demanded cash, to which I told him this is ridiculous, that we are current customers in good standing and as a matter of fact there was a billing issue on their part as they double charged us. He refused to accept my check, and refused to take my card # again. He also claimed that they had run my card and it was declined. I immediately called American Express to find out why my Platinum card had been declined, to which they replied, " no charges nor attempts were made by molly maids other than the two charges the month before." They also said that no charges had been declined at all this year. I called the company again to tell them that they made a mistake and possibly entered the wrong CC#, but the owner, Dennis, claimed to have watched the girl input the #'s and they were correct! I then asked again if we could give him our cc# and his answer was, "our CC reader doesn't work on the weekends. I then told him that if they were not able to do the clean that we were going to cancel all business with them, current and future, to which his reply was, "OK."Is this Customer service or what?? strange from a company who's only business is SERVICE! Before writing this review I took the liberty of reading some reviews on Yelp and Angies list, all of the bad reviews had a common thread here, THEY DO NOT LIKE TO DO MOVE OUT CLEANS!!! Another common issue that we noticed as well was that as time went on they would rush through the cleans and not do a complete job. something that my wife would notice and have to keep on them about, which is not something that someone who does not want to watch over a contractor as they work would like to do. 
Incompetence at the highest level in this company, the OWNER! DONT WASTE YOUR TIME AND MONEY THERE ARE PLENTY OF OTHERS WHO WOULD LOVE TO DO A GREAT JOB CLEANING YOUR HOUSE!!!

They're great. They're friendly. They're fast and very efficient.

Their work was mediocre.  Their price was expensive.  The house was empty and they worked for two hours.  Their price for that was outrageous.  They were punctual.

unknown

They are fabulous. They work very quickly. I would never use anyone else.

unknown

Quite satisfactory.

Cleaning was adequate, but punctuality and dates of service were changed at their convenience. Not much consideration for the scheduled days or time. They would show up one to three hours late and on occasion try to come on an unscheduled day.

I love them. They do a very thorough job of cleaning the house. The hardwood floors look absolutely beautiful and the ladies are really friendly. They are very quick, efficient, and always on time.

Everything has gone very well w cleaning, however, do not want to give them a key and the time they predict for arrival has been an inconvienence to when they arrive as someone needs to be here overall tho, vwery good

It wasn't a great experience. I never had the same people twice, they made beds like an 8 year old kid would and they always forgot things! They forgot to clean windows one time, a bathroom one time, bags for trash, microwave and they never cleaned our old coffee out of coffee pot. They weren't thorough, they seemed rushed and had no system. I had to end contract after 4 cleanings. I gave them plenty of chances.

Very professional. Staff worked with my schedule and the house cleaners were also very profession and friendly.

Average. They missed an entire window of blinds, the carpets still had debris, there was a huge hand print left behind on a mirrored closet door and the tops of every door casing were left untouched and filthy. The back door has a center of glass and whereas I didn't expect window cleaning, I would have expected that to be wiped down at least on the inside but it wasn't.. When I called them back, Erica's response was that they spent 15 minutes more than they anticipated so they couldn't justify going back and fixing what was missed nor would they offer any sort of credit. This is confusing since she and I spent almost 30 minutes discussing every detail of the house including number of bedrooms and bath, square footage, etc. She should have know what she needed to plan for.

Molly Maids arrived when expected and completed my cleaning in the time and cost estimated. They have since completed one of my "regular" every other week cleanings and I'm still pleased with their work.

I have used them for a year. They do a reasonable job and are on time.

The entire was clean as a whistle when they finished.

Two ladies came out to my home for an initial spring cleaning. My home is 2000 sq feet. They even cleaned the blinds, baseboards and basically everywhere in my home.

During the initial cleaning, the crew had a list of items they were supposed to do. Several items were not done (baseboards, vacuuming near baseboards, etc). When I contacted the company, I was told this was incorrect that everything on the list had been done. The crew did take care of these items during the next visit, however.
The subsequent visits were to include standard housecleaning. When I returned home, I always felt like the team cleaned as fast as they could. Some areas were never cleaned well (showers, kitchen sink, kitchen floors). They moved items around to clean and didn't pick them up (cat food bowl on kitchen floor), so dirt around those items was just moved around. One thing that drove me crazy every time was how when they dusted they moved things around on tables and never put them back. I had to spend the first 20 minutes at home after a cleaning putting everything back in the correct location. The dusting and vacuuming was generally well done.
The team was always punctual, and I appreciated the friendly reminder calls. Other than the first call when I stated some of the work was not done and I felt like I was being called a liar, the employees were always friendly and courteous. I also appreciate the cause for which this company stands. I probably would not use this company again as I do not feel the quality of cleaning was up to my standards, but I continued with them because it was a necessary service during an extremely and busy time in my life when I could not perform these duties regularly myself.

The price is based on our needs. I am very happy with the service. They are cordial and on time. Lisa comes in and gives the estimates. At first I started every other week and then it wasn't necessary because it is just my husband and me. It was not a problem to change to once a month. The girls are very thorough. I've been doing it for about two months and it takes a while for them to get to know my house. I will absolutely continue to use them.