Vibrant Health and Wellness

Complaint: [redacted] I am rejecting this response because: I understand Molly Maid's response but, again, I need to emphasize that I explained I would request their services if I needed them A MONTH PRIOR TO THEIR LAST VISIT So, when they came to my home, I was NOT expecting them I'd like to request the Molly Maid staff listen to that phone conversation Perhaps then they'll understand my confusion Regards, [redacted]

Molly Maid completely understands the concern of the customer, however during the conversation with her it was acknowledged and agreed that the customer would pay for the hour the team was thereIt was further understood and noted that the customer was to be permanently removed from the schedule until such time she wanted/needed service againThe phone call was calm, clear and both parties contributed to the outcome, we feel it is in bad faith now to complain about a charge that was agreed to at the time.However, in the interest of customer service, Molly Maid would be happy to apply this charge to a future cleaningSince a future cleaning would be at an hourly charge, this amount would constitute a major discount on the cost of the cleanBut to refund the cost after the fact when the originating call enabled the charge is not something the company can agree to

Received your email regarding case #Complaint ID *** The reason we did not respond is that both owners were out of the countryIt was the owner who spoke to the customerThe other owner (me) heard the entire conversation and would be happy to have the complainant come to our office to listen
to the recording of the call in which the owner informed the customer of the situationIt was agreed that the team would stop the clean and the customer only charged for time in home. Again, you would have received a response had we had the notice before we left the country, but your notice offered only three days to respondThank you, *** *** Molly Maid of Midland & Odessa Molly Maid of BCS *** *** ***

Complaint: ***
I am rejecting this response because: An appointment was not set for them to come to my homeIt is not right to have to pay for something that was not requestedSome time prior to this problem I called to change my service dateIt was explained to me and I understood that I'd pay hourly after a certain amount of time had passed without their servicesAt that point I made it clear that I would call if I was in need of their services againTruly, I did not know they would come to my home that dayMy request for a refund still stands
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:  I understand Molly Maid's response but, again, I need to emphasize that I explained I would request their services if I needed them A MONTH PRIOR TO THEIR LAST VISIT.   So, when they came to my home, I was NOT expecting them.  I'd like to request the Molly Maid staff listen to that phone conversation.  Perhaps then they'll understand my confusion. 
Regards,
[redacted]

Molly Maid completely understands the concern of the customer, however during the conversation with her it was acknowledged and agreed that the customer would pay for the hour the team was there. It was further understood and noted that the customer was to be permanently removed from the schedule until such time she wanted/needed service again. The phone call was calm, clear and both parties contributed to the outcome, we feel it is in bad faith now to complain about a charge that was agreed to at the time.However, in the interest of customer service, Molly Maid would be happy to apply this charge to a future cleaning. Since a future cleaning would be at an hourly charge, this amount would constitute a major discount on the cost of the clean. But to refund the cost after the fact when the originating call enabled the charge is not something the company can agree to.