Molly Maid of Burlingame and South San Francisco — Attraction in South San Francisco

Started out great, but then went progressively downhill -- service and communication were highly unprofessional. The first team they sent when I had a scheduled monthly service did an excellent job though!

At the very beginning I communicated in writing that I should be contacted to let them in -- a fob is needed to get into the visitor's garage, building, and elevator access where I live. Only that first team followed those instructions and contacted me when they arrived. It sounds like the company did not even relay those instructions to anyone else.

For the cleaning after the first one when I switched out of the monthly cleaning, they showed up earlier than the 2hr or so window without notice -- I wasn't home to let them in and so then we had to reschedule. They were able to come back later, but they were passive aggressive to me about having to walk up the stairs and didn't clean the patio or vacuum the bathroom rugs as requested (FYI -- I am fluent in Spanish, so no language barrier there). When the cleaning staff arrived, the company called me to go down and meet them, but didn't say where the staff was. They parked far away because they couldn't find parking -- hence why I initially gave the instructions I did. My building has multiple entrances each with a call box - no one ever used the call box or gave clarity about the entrance they were at. The GPS actually takes you directly to the main entrance.

For the last and most recent cleaning, I received the final confirmation before the scheduled service with no subject line note and no arrival time window in the body of the email. When I called to reconfirm the line, the rep also wanted to note that I preferred emails with a subject line message and an estimated arrival window time -- but that should all be a given. During that call found out that the arrival time was to be in the afternoon and not in the late morning as planned and confirmed in the email that was actually written and sent correctly well in advance of the day of service. That messed up my schedule for the entire day. The company called to say they were downstairs, which they weren't, and the same confusion continued as before with the parking, the entrances, and the staff walking up 3 flights of stairs. Also, decorative soaps that I have were not handled properly and somewhat ruined, I provided booties to wear in my shoe-free apt (there is a large sign on the wall at the entrance) that weren't fully utilized (one was off and one was on), and things were not put back in the bathroom in an organized fashion.

I'll be doing more of the cleaning myself especially since with all this confusion I could've done it myself and wasted less time and energy. I will also be looking for a more professional company that values...

Molly maids came to provide estimate for service. I was looking for a weekly service and both a move out and move in cleaning for an upcoming move. The woman providing the estimate was very specific in detailing the service saying “” the team will start at the top removing cob webs, then clean the fronts of the cupboard doors...”. In each room she began the same way. Everything sounded fair. So we scheduled the first of the weekly cleaning. I was quoted 1.5-2 hours. No worries. So the day came and the team came they were prompt and I appreciated that. I left them to clean and took my dogs out with me to run some errands. I left the cash for 2 hours service plus a 20 dollar tip. After 1.5 hours the cleaning team called states they worked 1.5 hrs and I told them to take an amount that would pay whaybinowed plus $25. Tip. When I walked into my place I immediately saw that it wasn’t as clean as I expected. There were cobwebs, debris on the floor, and obviously the vacuuming was not well done. The were water rings still on my drain board at the kitchen sink and the cupboards had been half wiped down. I took many photos and emailed the office immediately. They agreed that the work was unacceptable and as is their policy offered to send the same team back to reclean my place. What? The same people who left a half hour early, rather than do a good job? The same people who didn’t follow your procedure for cleaning. The cobwebs say it all. If they didn’t do the first step right they didn’t do any of it right. I declined their offer to have my place recleaned and cancelled all future services. Too bad they lost a weekly account because of...

Would not recommend. Topical cleaning at most, but does not pay attention to the details.

Used my cleaning supplies (if you're a cleaning service-why are you using my supplies? Do you not supply your cleaners with their own?) The one woman was using a kitchen towel with my swiffer to clean the floor. She almost walked away with my swiffer and I had to flag her down as she was walking out of the apartment to get it back.

Stole my pot scrubbers from under the sink.

Used a scouring pad to clean the microwave key pad and now it's scratched.

Placed the laundry basket on top of the bed without wiping the bottom of it down first and got the items under it dusty.

Did not wipe down kitchen cabinets. Didn't mop, or whatever she was doing, under the table.

Found a huge dustball under the window from after she cleaned. Also had a window decoration disappear after she cleaned the window.

When I called to schedule a reclean and asked for a different team to come back, the woman on the phone insisted that the same team should come back, so they can fix their mistake. Why would I want someone who stole and clearly doesn't take pride in their work to come back into my home? I ultimately ended up cancelling the recleaning because I cannot trust this service.

All in all an extremely sketchy experience and I would highly...