I paid for a one-time clean. I made the mistake of initially placing a two-hour cap on the clean, and then in conversation with the franchise owner, revoked the cap, which was HUGELY taken advantage of.
The story: Our house was staged for sale (we had already had the realtor in just the day before, and he had taken photos and posted them online), and was in IMMACULATE condition already. I merely wanted smaller things done like baseboards, dusting windowsills, a shower deep clean, etc. Our house is NOT large (approx. 1200-1300 sq. feet)
I was assured that the average home clean takes an average of 2-4 hours, and naively thought that mine would likely take the lesser amount of time, because of the excellent condition that it was in, and the fact that it is not a large home.
I was provided with no invoice, and did not notice my charge until I received my credit card bill. I was extremely alarmed to see that I was charged for 4.5 hours of cleaning (by TWO women; which is suggestive that it would have taken one person 9 hours to clean my already clean home?!), which cost me $391.50.
I initially believed that it was a clerical error resulting in the charge, and contacted the franchise owner. She assured me that it was a completely legitimate fee, and refused to provide any compensation initially. She accused me of not having issue with the quality of the clean, but with the PRICE.
I tried to explain that had the clean taken only two hours, I would be satisfied with the quality; however, my house should have been MUCH cleaner since it supposedly took 4.5 hours. They did not even complete the shower deep clean that I had emphasized as a priority (and I was not terribly upset by this, until I realized that they had been in my home for nearly double the amount of time that I had anticipated, and STILL had not done the shower clean that I had requested several times).
I posted about my dissatisfaction on Facebook, and received responses from dozens of people who had had issues with this exact same franchise. Head Office of Molly Maid found out about the post, and insisted that all of the negative comments/responses and experiences were untrue, or were complete exaggerations.
I was eventually refunded $100, and asked to kindly remove the "defamatory" Facebook post. To be fair, I was offered the small refund regardless of whether I chose to remove the post or not, but it was emphasized several times that it would be appreciated if I would take it down. It definitely felt as if I were being paid to "keep quiet".
Overall, I am extremely disappointed with the service, and I feel completely taken advantage of by this company. I would highly recommend avoiding the use of Molly Maid.