Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hired Tidy for a 2 person 4 hour cleaning on 12-5-2023. Both workers showed up an hour late and on of them brought a man with her to help. After they all got there and got started my wife and I decided to step out for lunch. We returned home a little less than an hour later and when we arrived the one worker said that the other two had left. They told her that they had made arrangements with my wife for them to leave which was a lie and made us suspicious. We went and checked our jewelry and sure enough it was gone! Approximately $10,000 worth of jewelry which included a ring taken from our 20 month old daughters room! Literally stealing from a baby! After finally getting in touch with Tidy all they did was give me the false information on the person and offer me a refund for the cleaning (which we never got because of all the cops and whatnot at the house) ************ is a disgrace which gets exploited to gain access into peoples homes under *** false pretenses and then criminals do or take whatever they please with no apparent repercussions. Pathetic, 0 stars! Something needs to be done and a lawsuit at the very least needs to happen.

• Initial Complaint

  Date:12/04/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TIDY Cleaners stole my wedding ring during a cleaning this past Friday. Weve filed a police report for grand theft. Weve not been able to track down the cleaners who took it. The cleaners information that TIDY gave us seems to be inaccurate. Anyone can sign up to be a TIDY cleaner and TIDY doesnt require background checks for the cleaners signing up. Multiple thefts have occurred. Criminals are being sent into peoples houses through this app. TIDY insists they are not responsible for thefts and any instances should be dealt directly with the cleaners, even though theyve provided us with false information about our cleaner. The only means of communication TIDY willing to do (including with the police) is through their concierge email. DO NOT USE TIDY.

• Initial Complaint

  Date:12/02/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed on for Tidy to clean my apartment this summer. I signed up for once a month and had a couple of decent, not great, cleaning. This last one was horrible and the dispute process is even worse. I am signed up for 1 person to clean 980 sq ft apartment. All I need is the bathrooms cleaned and the kitchen, vacuum and light dust. He texted me prior to showing up asking if he could bring a second person. I said yes. I left, when I returned in about 1.5 hours the place was not cleaned and they were gone. I asked for 75% refund and they only offered 10% saying they left for inconvenience. No idea what that means, but they did not touch the 2nd bathroom, didn't vacuum and did not dust anything.

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Tidy to come to clean our home. We asked for a female only and 1 person for 2.5 hours of cleaning. They arrived 1 hour early for the service. When she arrived, she asked if she could bring another person and they would finish within 1 hour, 15 minutes. I agreed since she was already there. They seemed to do a fine enough job... they only spoke Spanish, and so thankfully I knew how to communicate with them. Before they arrived, I made sure to put away all valuables. When they left, I immediately checked a drawer and found that my husbands watch ($10,000) had been stolen which I am 100% certain was in the drawer as I had just put it there. I contacted the woman immediately; I contacted her boss, and I contacted Tidy but no one would answer me. Tidy's only reply was that they don't cover theft. DO NOT USE THIS SERVICE. I feel so horribly scammed. I was at home the entire time they were here. it was a young woman named "*******" and a man named "*****". Though when I asked his name, he seemed very reluctant to share his name. There is a picture of him online from a yelp review (he apparently left his watch at a home) and he had given a different name. Such a huge scam.

• Initial Complaint

  Date:11/28/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired move-out cleaners through tidy.com for November 16th, 2023. We paid for 2 cleaners for 4 hours each. The first cleaner arrived early and we had to use a translation app in order to communicate since she only spoke Russian, and the second cleaner arrived 45 minutes late. Also, there's no way to contact the cleaners unless it's within 30 minutes of your scheduled start time, so I wasn't able to contact them to request a reschedule due to schedule changes.As mentioned, we hired these cleaners for a move-out clean and I wrote down everything that needed to be done within the tidy.com app as I was instructed to do so. The instructions were fairly simple and straightforward for a move-out clean: sweep/mop the floors, clean the bathrooms, clean out the closets, etc. We specifically requested that they wipe down and clean any scuffs or marks on the walls.When we returned to the property after the cleaners left, we were gobsmacked. The walls were untouched, they didn't clean the closets or closet floors at all, and it basically just looked like something I could have done myself in an hour. We paid hundreds of dollars for the cleaners to do a thorough move-out clean and they didn't even follow the instructions we left in the app.

• Initial Complaint

  Date:11/21/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10 Nov 23, I scheduled a cleaning with TIDY for 15 Nov 23 because they were recommended by American Home Shield. I was supposed to be notified when a "Pro" was assigned to my job. I was not, and on 13 Nov 23, I get both an email and a text that my "Pro" ******* was no longer available, *********** has a canned apology and gave me a credit on their account (not a refund to my credit card) offered a 10 dollar credit (only if I rebook, however). I tried to go to the website to request a different ":Pro" but the website wouldn't work. 1 day later I was able to try to book for a second time - listing 3 separate times since the email from the company said I hadn't listed any alternatives - and the appear to only give you the current week to book. Again, I was supposed to be notified when a "Pro" was assigned to my job. I was not, and on 21 Nov 23, I get both an email and a text that my "Pro" ******* was no longer available, and again with the canned apology and a 5 dollar credit but again only to their account, not my credit card. When I tried to email the company and when I tried to ask for another person or rebook, the website times out and there is no other way to get in touch with them.

• Initial Complaint

  Date:11/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Tidy twice to hire house cleaners. The first time I paid for a 4 hour cleaning service for 1 person. 2 people arrived and did not stay 2 hours. They did a terrible job cleaning and so we blocked them from coming to our house again and filed a complaint with tidy. They did nothing. We tried a second 2.5 hour clean and it was much better. However, when we went to check our jewelry case yesterday we noticed $1,500 had been stolen by (we believe) the first cleaner, though the second could have possibly done this as well. We have reached out to Tidy without a response. 6 days ago another woman posted on ****** saying that her husbands wedding ring was stolen when she hired Tidy cleaners (also a couple). Tidy claims they are not responsible for the thefts committed by their employees, but they are the one hiring these individuals. They are clearly not background checking their employees and allowing their services to be a robbery scam.

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tidy cleaning service sent a cleaner to my home who ended up stealing a rolex watch with a value of $20,000. Tidy told me they have GPS tracking and oversight into their trusted network of cleaners. However, as it turns out, they cannot even give me a name for the person who committed grand theft in my home. The only information they have given me is the name for the manager of this third party cleaning service who sent the cleaner to my home.

• Initial Complaint

  Date:11/04/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They charged me for a scheduled cleaning which never took place and was cancelled well in advance. I am disputing it because 1) They never completed the services which they charged me in full for, 2) I never agreed or accepted any terms of service stating that I had to cancel within a particular time period. 3) I never gave them authorization to charge this card as I changed the card and was charged over two months later after the services were scheduled AND after receiving an email stating they could not charge my card and therefore telling me that there would not be any further attempts at any charges on the card, yet they charged the card MONTHS later. I can-celled the transactions with the merchant. I cancelled on 6/12/2023. I was CHARGED fees for cleaning that never occurred on AUGUST 15TH, 2023. About TWO months after. Also I only booked ONE cleaning they are claiming I booked TWO and I did not. They have an automated booking system which may have done so but I never initiated any such second cleaning.Also, the merchant agreed to give me a credit for the late fees but instead has told me I must use their service again to get the credit. See attached proof of the credits which were never credited back to my card.I do not owe this, for a service I cancelled well ahead of time AND was charged for months after receiving the attached letter stating that they wouldnt be charging me any further.

• Initial Complaint

  Date:10/28/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a cleaning service on the merchants website on Thursday 10/5 for service on Friday 10/6. The website quoted the price of service for $138. The company then charged $207 after the job was complete, and when questioned, they said it was a same day fee that was shown before I requested service. It was not shown. They say their policy for "same day" fees means anything booked with less than 24 hours notice, but their website allows booking for service in under 24 hours without adding the same day fee to the quoted price. I would not have approved the charge had they disclosed it before booking. Their website is either designed to intentionally deceive, or it is not working as they say it does. I did not and would not have authorized the $69 same day fee since it was not disclosed and not at all obvious since it was, in fact, booked for the following day. Since the fee was never disclosed during the booking process, that is a fraudulent charge.As you can see from the attached screenshot, the mobile website again quoted me a price of $138 for a cleaning job that starts less than 24 hours after booking (Sunday late-morning booking for an early Monday job). They deny this is the case, but it's pretty clear the website is designed to hide this fee.