Molly Maid of Central Omaha and Council Bluffs

I spoke with Kathy (owner) at Molly Maids of Central Omaha about hiring housekeepers to help my sister clean her new home before move in. I am out of state and unable to help so the housekeepers were my gift. Kathy addressed all my questions and concerns perfectly and we agreed to two housekeepers from 4:30-6:30 pm for the next day, and English speaking so my sister could explain where she needed the most help. Sounded great! The next day the the housekeepers showed up at 5:10pm, without the courtesy of a phone call saying they would be 40 minutes late. Three women walked into the house and one introduced herself as the "translator" for the other two. She spoke to all parties and then left saying she would be back to pick them up at 6:30 pm. What happened to the two hours I was paying for, and the English speaking housekeepers?! I called the office and spoke with the answering service asking for an immediate call back from Kathy...it never came. The next day I called the office again and spoke with Leann and explained my frustrations with the situation of their timing and the difficulty in communicating. She had the nerve to accuse me of "attacking her housekeepers because they were Hispanics". REALLY! That is one of the most offensive things I have ever heard. This was a clear case of OVER PROMISE AND UNDER DELIVER by Molly Maids! This 'gift' I thought was so perfect had blown up in my face and had become complicated and chaotic. And, making it worse, they wouldn't accept any responsibility for the issues they created. I called again and Leann asked me what would make me happy. I told her that I will pay for the time the ladies worked (at a rate of $82.00 per hour) and that I felt it would be appropriate to extend one free hour of housekeeping service to my sister so they can finish the work they started. Then we can all move on with no hard feelings. She said she would talk to Kathy and call me back ASAP...that was two days ago and still nothing! I shared this situation with the real estate agent that referred us to Molly Maids who said she will NEVER again refer them to clients. And, she shared our experience with Molly Maids of Central Omaha with all other agents in her office. What happened to customer service, customer satisfaction, follow up and professionalism? Are those things of the past? Clearly with Molly Maids of Central Omaha they are. (By the way, the cleaning ladies did a nice job for the time they were there after my sister was able to direct them to what SHE wanted done. This is in no way a complaint against them)