MOLLY MAID of Chesapeake- Norfolk- Suffolk

"Thank you, Mrs. B for the great review. The staff really loves your dad!"

"Thank you for the great grade!"

"Thank you, Mrs. K! You've been with us a long time and its good to know we are doing a good job!"

"Thank you for taking the time to let Angie's list know of your experience with Molly Maid!"

"We are so sorry! I am glad to read that you were 'reasonably satisfied' with the service overall, and that this entire episode was primarily an issue with the temperature in your home. In fairness please allow me to respond to your concern. The past couple of weeks the temperature has been over 90 degrees most days, and the heat index over 100 for several of them. While you are correct that first thing in the morning it hasn't been much over 80, it has reached 90 by noon most days. As you say, your team was later than you expected (although well within the time frame we gave you when you took service), so you couldn't have been their first stop for the day. In fairness to you, many people are comfortable in their homes with a temperature at around 77. However, most of them do not clean 1600 sq ft of house in 2 hours either. The pace the maids keep in order to efficiently clean a home requires a significant amount of exertion, such that anything over 74 F can be dangerous for some of the staff, depending on their physical condition. For the ones who can tolerate it, cleaning a dirty home while drenched in sweat is humiliating at the very least, and it is entirely unnecessary. That's why we send out multiple requests to our customers, in at least two different ways, to set their thermostats at 72F or below on cleaning day, and if a home is over 74, we don't require the staff to clean it. Many of them will, if they can tolerate it, because they love their customers and want to earn a living. As you say, they have cleaned your home at 77F before... in May, when it wasn't over 90 outside. Even then, the staff politely reminded you to turn it down on those days, and left you no less than two written requests. I'm sure you noticed that one of your housecleaners is 7 months with child? Of course, that should be none of your concern but it also shouldn't surprise you at all that she might have difficulty cleaning your 77F home on a 98F day. Even with your fan on, there would be nowhere for them to go ‘cool off’ as they might in a heated home during winter months and that creates a hazardous work environment. Honestly, I'm proud to take this failing grade from you. I'll accept it as a mark of honor that we value the health and safety of our staff over making a buck. I wish you the best in finding a solution to your housekeeping needs. I pray that you will treat your next housecleaners with a little more compassion and dignity."

"Thank you, Mrs. L! We really appreciate the good score!"

"Thank you, Mrs. L! We really appreciate that you took the time to review us, and especially for the straight 'A' report card!"

"Thank you, [removed member name]! I will let your team know you gave them an 'A'. You have surely brought a smile to their faces. :)"

"Thank you for the good grade! I think if you tried our service you would give us an 'A'."

"Thank you, [member name removed]! We greatly appreciate your taking the time to rate us. I'll be sure to tell your team you said such nice things about them."

"We are truly sorry for your bad experience with us, Mr. C! While you are not a client of record, we did a ‘one-time’ clean at your address in June of 2012, over 16 months ago, which isn’t too far off of the August 2012 date that you provided. With the information you’ve given, I can’t be entirely sure your complaint is about Molly Maid. We send our teams out with 200 clean ‘rags’ and 2 days of cleaning solutions each morning. Most days, the staff will use around 60 ‘rags’. There would have been no reason for our cleaning staff to be in your home with one dirty rag and no cleaning supplies. That said, it could quite possibly have been us. Like all human beings our staff does have a bad day now and then. That’s why we back up our work with a 24 hour guarantee. All that an unsatisfied client has to do is call us by the end of the next day, tell us what was wrong, and we’ll return to fix it free of charge. We aren’t passive about it, either. The office staff puts calls out to clients to check on the service. Such was the case for the clean at your address. However my records show we didn’t get a response, which isn’t unusual for our busy customers. We didn’t know our client had any concerns about this clean until over 2 weeks later, at which time she indicated the only thing that would satisfy her was to not be charged for the service at all. That being unreasonable, especially so long after the service, I offered to send a different team to redo the home; a significant offer as any home would need to be re-cleaned after 2 weeks. She refused and, unable to find a way to satisfy her within reason, we parted ways. Please encourage all of your friends who are using our service to call us with their concerns so we can address them. We really do want to hear from our customers. We need their timely feedback for the continuous improvement of our operation. I wish you the best, and hope you will soon find someone who can meet your housecleaning needs."

"Thank you, [Member name removed]! We really appreciate that you took the time to write this review. I'm going to have the office staff contact you to see what we can do to get straight 'A's from you!"

"Thank you, [member name removed]! We'll be sure to let your team know you are pleased with them."

"Thank you, Customer! We sure have the most wonderful customers in the business."

"Thanks! We'll be sure to let Michelle and her team know you've been saying good things about them!"

"Thank you, Member! You have been such a wonderful advocate of our service over the years, even forgiving us when we miss the mark, like a couple of weeks ago when the staff was stuck in traffic. We really appreciate you!"

"Thank you, Member! We really appreciate your feedback. I'm so glad we could help you have some free time to enjoy. That is what our service is all about!"

"Thank you, Member! I'll be sure to let the crew that cleaned your home they have a straight 'A' report card."