Molly Maid

Molly Maid brand is said to be a ‘premier housecleaning service’, however, that is not the case for every location. Having been a satisfied Molly Maid customer for a few years now, once we relocated to North Hollywood, we decided to continue service with a branch near us (Burbank). There was no in-​home consult, they ran my card before my scheduled cleaning, they were extremely late, they did not clean the guest bathroom at all … Nor did they dust everything or take out all the trash. Our apartment is only 1330 sq ft … There were 2 women and they didn’t finish in the 2 hours that I was charged for. I’m very tidy so the apartment was practically clean initially. I just wanted a more thorough clean. I even spoke to a few people in detail, via phone, about our specific needs. Typically, you would have someone do a walk-​thru during a consult.
I strongly advise you to reconsider using this particular location or encourage you to use another cleaning service. Based upon my initial interaction, I find it hard to believe that this is an isolated incident. It was sincerely that unethical.

I never write reviews on Unilocal,but my experience with Molly Maids was so horrible, I had to post to warn people never to give them any business. There are plenty of other services that are more professional like Tidy Maids and Maggy Maids. The maids were late and I will spare you the details of how rude and unprofessional the customer service on the phone is. They are not helpful, obviously not trying to keep costumers satisfied, and they will never get my business again.

I had to clean the house the day after myself because it wasnt done well. They charged me 270 $ for 4 hours of work that did not meet the standard I was expecting. I made a mistake so maybe this review would help you not to follow in my steps.

I’ve been debating posting this review because I don’t really enjoy writing negative reviews. But my experience with this company was so horrible I don’t want anyone else to go through it.
Having my house cleaned at the time I ordered it was absolutely necessary as I was scheduled to have a kidney transplant. I wanted to get home and have everything spotless. Instead I found out that they did absolutely nothing. How does a spring cleaning = wipe the bathroom sink and spray some aerosol and that’s it? The place was not cleaned at all and it was painfully obvious.
With all my medical problems, it’s difficult for me to spend money on anything else than medical bills and prescriptions. But I ordered this service because it was necessary for my well being. So I’m incredibly disappointed that they just took my money and didn’t even bother to lift a finger. They charged me $ 160 to do NOTHING. Shameless. It’s the equivalent of theft. I wish I could get my money back.

My husband and I had been using this service for the last two years to generally satisfactory service… until this past Wednesday. We have a standing appointment every other Wednesday for a cleaning crew to come to our house, they usually showed up between 8 AM and 8:30 AM. Well by 9:15 AM they hadn’t shown up and I gave the company a call to see what was going on. «Vanessa» (who I see has been mentioned by other Unilocalers) tells me she spoke to my husband yesterday, and he changed the appointment to Friday. That’s weird I think, because I had just spoken to my husband, and he was equally confused about the cleaning crew’s delay. But I do my due diligence double check my husband, who emphasizes he absolutely did not call to change the appointment, that’s not true.
So I call Vanessa back and tell her that, I ask her if she’s sure she’s not confusing us with a client who has the same last name or something? Nope, she insists — she spoke to a «man» the day before, who confirmed our house address, phone number and the names of our cleaning crew, and said the house would be empty so they’d need to come on a different day.
This is when I get incredibly freaked out — because what Vanessa is implying here is that a man impersonating my husband, changed our appointment… to potentially case our house? Rob it? My husband and I were disturbed enough to get the local police involved. All the while Vanessa kept insisting she spoke to someone yesterday and even stated she checked the company’s caller ID and had a call log of someone calling in from my husband’s phone — GREAT — we’re thinking, so someone cloned my husband’s cell phone?
The drama continued, but in the end, after the police got involved, Vanessa called my husband to let him know that there’d been a computer error and she actually hadn’t spoken to him about a reschedule. She did not apologize for sending us into a tailspin, nor did she take any responsibility. And clearly, she lied again and again — just to cover up the fact that she had made a scheduling error.
Needless to say, we will never, ever be using this company again.

Very unprofessional. I booked an appointment for today. I explained to Vanessa I needed my father’s fridge cleaned out and a bathroom cleaned. I gave her my credit card info over the phone yesterday and she said, «Great, You will have a cleaning crew out tomorrow between 12−2pm.» One hour later I get a call saying my card didn’t go through. She then proceeds to tell me she is going to cancel the appointment and book someone else in my place if I don’t have funds on the card within an hour. I say, «Fine, I’ll put funds on the card and you can charge it in an hour.» So I make a 45 minute trip to the bank in traffic to put funds on the card. I call before 5pm and leave two messages to confirm that the card was processed and no call back until 11am this morning — 1 hour before the appointment… But wait… It gets better…
She then tells me that I won’t have anyone out at the house today because the card didn’t go through. I tell her that is interesting since there are funds on the card. I repeat the card # back to her and she confirms that is the card she is trying to use.
So I call the bank to check the funds on the card. They are there. So I call back and tell Vanessa there must be something wrong on her end since the card isn’t going through. She tells me there is nothing wrong on her end. I ask her why she isn’t attempting to process the card again… She says she doesn’t have a cleaning crew to come out… So basically she didn’t have a cleaning crew and lied to me the whole time about the card not working… Very unprofessional… Do Not Use…

You need to be aware that you deal with 2 entities when getting this service: the people who come in and clean your place, and they are just wonderful and professional. And then the administrative stuff, which in my opinion is beyond awful. First, they is no written contract that exists between yo and them. So you are at their mercy and they have your credit card on file. Then they tell you that every conversation you have with them is recorded. So when I initially asked for their service «once a month», they gave me the «monthly» rate, which I accepted. Later on, they insisted that the service is really for «every 4 weeks», not «once a month» which just happens that they would bill me twice in the same month, when the calendar dates allow it. Now if you try to change the dates otherwise, they hit you with their double argument: either charge you a fee for the schedule change, or downgrade you to an hourly basis cost (as opposed to the «monthly» fee) which is about 50% higher. When you protest that this sounds like a scheme, they reply that it is a schedule, not a scheme. I have used them for 9 months prior to this incident. So I informed them that I might consider terminating the service, due to their inflexibility and their 4 weeks imposition. They couldn’t care less. I do not need that service to come twice a month, when my initial desire was to have the service once a month. So be aware that when you request a service for once a month, you’ll end up paying for 14 months, not 12, due to the calendar quirks. And that you have no recourse over that imposition. Those admin guys are quite dexterous with their fees and accounting schemes. It made me wonder, how if they treated me, their long-​term customer, in such a shabby way, how indeed are they treating or squeezing their hard-​working laborers? You might not want to contribute to that.

I regret paying for their service. The office staff was rude and the price was a rip off. They don’t do windows and overall don’t do a decent job. They work very slow so they can charge you more by the hour and lie about pricing. I asked the staff cleaning my home how much I was being charged and it was way off to what I really was being charged. I wouldn’t tell my worst enemy to use Molly Maid.

I used Molly Maid when I was living in Burbank and they were always on time. On the first visit, they broke a soap dispenser but they reimbursed for it without any hassle. I had no complaints about their service and had to discontinue as they do not service the area I am moving to.
I would recommend Molly Maid to anyone living in Burbank.

I used Burbank Molly maid for 3 years till we moved out of state. Can’t say enough great things. They were consistent, on time, well priced and the customer service was excellent. The owner truly takes an interest in his clients and is very serious about customer satisfaction. Highly recommend them!

Very poor service. They rushed through and overlooked a lot of details. I ended up cleaning parts of the house myself. Never again

Great service. I love this company and service.

I wrote a pretty scathing review of Molly Maid in Burbank a while back because I was unhappy with the beginning of my service. But, I wanted to write an update because they have really been great to me since that incident. I have never been dissatisfied with the cleanings. They are always on time and come early or later if I request it. I’ve never noticed anything missing or severely out of place and they take great care while in my apartment. They have even moved cleaning days for me. I think its very reasonable for the price and I feel like I’m getting a good deal out of this. I’m so happy to have this service. I get a call, without fail, the day before each cleaning as well and that helps me remember to plan for them. The only thing I wish they would do is maybe open up for weekends in the future. I’m sure a lot of people wouldn’t mind it on the weekends and/​or things come up.

Our first experience with dealing with Molly Maid has not been a pleasant one. We booked our appointment online, and the options we were given were in a less then 48 hour period. We were booked for our first appointment in less then 48 hours not by our choice, and the company has a 48 hour cancellation policy, meaning we would have no opportunity to cancel if there was unforseen circumstances. The day before our appointment I find out our building will have the water shut off between hours of the day and our bathtub is clogged. I immediatly called Molly Maid that evening to try to reschedule. I received a call the next morning from Tony, who insisted on sending out his crew although we would have no water. He suggested we could go out and buy gallons of water bottles or talk to the plumber to turn back the water for us for the crew to clean. He was not realistic whatsoever with our scenario, he did not want to reschedule even though we had no opportunity to cancel on our own because we were booked by Molly Maid in a shorter then 48 hour period, he insisted on sending his crew even with our bathtub clogged and buildings water shut off. I cancelled the appointment and had to pay a 50 dollar cancellation fee, Tony did not even offer to waive. This office has the worst customer service, this was my first time dealing with them and they were not understanding. I will never attempt to work with them, and Im share my experience through word of mouth. In this declining business economy, Customer Service is the only thing businesses have to separate eachother. Be weary of any positive reviews of Molly Maid, I sure fell for them.

I am really sad about how things turned out with this company. I have been using them and really liked them for over a year. I used them every now and then at my old apartment, and then when my boyfriend and I got a house we used them every month.
The cleaners were great and really friendly. One time they didn’t do a great job, but i called Molly maids and they sent some people out to re clean right away.
But then last week I get my monthly call from them letting me know they were coming the next day to clean. The problem was that they normally clean the first week of the month and this was the last week of the month. I just happened to be out of town and did not cancel them b/​c I thought they were going to be there the following week. So I call them up to ask them to reschedule, which they happily said they could do. But then they tell be they are charging me a rescheduling fee. I am unhappy about the fee so I ask to wave it b/​c it was a communication error of how their scheduling works. The manager said there was no way they would wave the fee. I then told them if they didn’t I would go to a different cleaners. She didn’t care. She lost my monthly business for 25 dollars. Per year I pay them over a 1,000 dollars but the 25 dollars meant more to them at that time.

I read mixed reviews here, but I was in a pinch trying to get my house cleaned before having family come visit for the holidays, so I decided to give Molly Maid a try. They gave me a window of 9 – 11, and showed up right at 9. Two cleaners, one of them didn’t seem to speak much english, but the other one was fluent and easy to communicate with. I thought they did a great job, they cleaned areas that my normal house cleaner (who was unavailable) never got to. I was very pleased with their service and professionalism. The only reason I gave 4 stars instead of 5, is because they are more expensive than many other house cleaners. They charged $ 68 per hour for two cleaners, whereas my regular cleaner charges me $ 80 for about 5 hours. But, they do use their own products, so you don’t have to spring for that stuff. Overall a good experience.

We have been using Molly Maid in Burbank for almost 7 years and are very happy. We have had to make a few last minute scheduling changes on our end, and Molly Maid has always worked it out. They have been a fantastic fit for us, and I look forward to a continued relationship with them.

Don’t believe low raters and ranters. Obviously a competing business. My grandparents (In their 80’s) have had MM for over a year now. Not a single complaint. A great help and affordable.

MM had some of the best rates I could find — I think they charged about $ 70 an hour while other places were $ 90 or more. The person taking my call was friendly, and they were able to come to my apartment on pretty short notice. The team of two was on time and did a fantastic job cleaning my place in about 2 hours. The only drawback was that they didn’t speak much English, so as a precaution I called the main line to confirm that they would 1) leave the key where I directed them to, and 2) do an extra cleaning of the fridge. I would use them again — it was worth every penny!

Awful service! Avoid this company!
I used this service for over 3 years and 50% of the time they didn’t show up when they were supposed to. So I call to find out what is going on they don’t answer the phone. Then the manager charges my bank account a $ 25 late cancellation fee! I didn’t call to cancel, I called to find out why they were late (again).
When I finally got a hold of someone they said there is a 2 hour window of time they can show up, but the window was not consistent with when they actually come to do the work. They use this ploy to penalize you for the fact that they favor weekly customers over the monthly customers.
This went on for three years, always late without a phone call or apology. Every time they were late (because they were at a weekly cleaning home before mine) I never got a call to tell me, I always had to call them.
The bottom line is they treat monthly customers as second rate and are not flexible with scheduling because they don’t have enough cleaning employees to meet their demands.
Avoid these slave drivers!