After having used Molly Maid approximately 3x and being satisfied with the services they provided, I decided to surprise my husband while we were out of town for a few days with a clean condo to return to. While we were away, we received a text that stated that they were in our unit and the water had been shut down and so they tried their very best to clean our home without water. They also stated that they would have to charge and extra half hour of time for the extra work .We replied "ok" as we are reasonable people.
When we returned home, we quickly came to learn that nobody had ever been to our condo. In fact everything was exactly where we left it- including my toddlers crumbs on the floor before we left. Never mind the cover story about the water not working, no vacuuming or dusting had been done which was stated in the list of requests. we soon came to learn that if there WERE water issues in our unit, it would have been a building- wide issue.
They were unsophisticated enough to NOT know that all condos have security videos at the front desk which monitor all comings and goings to which they were NEVER present for at ANY time.
Worst of all, when I called the franchise owner MARLA at the downtown Toronto location to make my claim, she was rude and defensive in emails and even hung up on my husband. She also told me that I should "stop calling". We have proof and just like guilty people do... they defend and flee.
I have never written a complaint in my life, but also have never felt so violated and treated so poorly as a paying customer. Once we notified her of the video proof , she ended by saying that WE were not welcomed to use THEIR services anymore.... HA!
So beware!!! MOLLY MAID DOWNTOWN employs disloyal staff who charge without cleaning!