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:09/03/2025

  Type:Order Issues
  Status:

  AnsweredMore 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.

  Paid Amenify for a move-out cleaning, but my apartment deducted $555 from my final settlement for not complying with Move Out Status. Amenify later issued only a $119 refund, which doesnt cover the deduction I incurred due to their failure to perform the service.

  Business Response

  Date: 09/03/2025

  Hi ******,
  
  Thank you for contacting Amenify. We sincerely apologize for the experience you had.
  
  Upon investigation, we found that the address information on your account was incomplete, which prevented us from proceeding with the scheduled move-out cleaning. Our team was prepared to schedule this service for you; however, we were unable to move forward as we did not receive confirmation to proceed.
  
  As a gesture of goodwill, we have already processed a complete refund of the amount you paid, without applying any cancellation fee. This refund has already been issued to your original payment method.
  
  We truly regret the inconvenience caused and appreciate your understanding. If you have any further questions or concerns, please do not hesitate to contact us, and as always thank you for choosing Amenify.
  
  Regards,
  Amenify Concierge

  Customer Answer

  Date: 09/04/2025

   
  Complaint: 23831550
  
  I am rejecting this response because:

  first of all please get your stats right

  i paid for the service on 29th july whi vc was to happen on 9th Aug.

  if the address was incomplete, does that mean you will not respond and keep the money. When I called to check on 29th july, i was told that the team will call you on the date of the service.

  9th and even 10th I kept following up with  your team time and again, with no response. If you see the chat, i had confirmed your team within minuted of receiveing their message. Please check the logs in the attachment. Also i have provided so many proofs as attachment where i kept trying to reach out to you guys but got no or very delayed response. 
  please ask the business for some proof where they tried to reach out to me regarding providing the service?

   

  they have the audacity to take my hard earned money, and put the blame on me that address was incomplete so we decided we will not provide the service.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 09/09/2025

  Hi,
  
  Thank you for your response. Please accept our sincere apologies for the inconvenience caused.
  
  As per our communication records, we did inform you on the day of the scheduled appointment that our team was unable to proceed due to an incomplete address. At that time, our team requested a preferred alternate day to reschedule the service. However, we did not receive a confirmed response regarding the new date.
  
  We also note that, while you initially confirmed the cleaning for a specific day, later messages indicated uncertainty about the rescheduled appointment. In the last correspondence, you mentioned that you were awaiting confirmation from the property, which shows that the rescheduling was still pending and not finalized.
  
  In addition, we can see from the communication history that you discussed a refund rather than proceeding with rescheduling. That refund has already been processed to your account.
  
  Your feedback has been noted and forwarded internally so we can continue to improve our communication and service. We value your input and thank you for bringing this to our attention.

  Regards,
  Amenify Concierge Support

  Customer Answer

  Date: 09/10/2025

   
  Complaint: 23831550
  
  I am rejecting this response because:

  i dont think they are serious enough regarding their service and it caused me a lot of penalty. I want it to show in the report. I have put all the screenshots that show that correspondence was delayed always from their end and not mine.

  First of all there **************** is not at all available on call support. How can someone who is ina situation like me tackle it if its a weekend.

  i dont want to argue further but I want it to show in the report and I will definitely be posting my reviews on every portal possible.

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:08/30/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 Saturday, August 30, 2025, at 12:49 p.m., I placed a food delivery order for a Bacon Cheese Dog and Little Fries from Five Guys through the Amenify Resident app. The order total was $29.82.The app stated that restaurant delivery usually takes between 40 to 90 minutes. However, by 3:15 p.m., I had not received any delivery updates, and the order still showed as "In Progress" on the app.I went to the ******************** and was informed by the manager that a Grubhub driver had picked up my order. I did not place the order through Grubhub and did not receive any updates from them, nor did I ever receive my food.I contacted Amenify Resident Support via email at ************************************ and sent screenshots showing the order was still "In Progress" more than 90 minutes after it was placed. Amenify Resident Support responded, stating the order was "completed" on their end but did not provide any further details or delivery confirmation.I believe the delivery driver either kept my food or delivered it to the wrong address, as I never received it and the app continued to show it as "In Progress" long after the expected delivery time. This is a clear discrepancy and a failure to complete the service I paid for.Thank you for your prompt attention to this matter. I have attached screenshots and email correspondence as proof of my order and attempts to resolve this issue with Amenify.

  Business Response

  Date: 09/03/2025

  Hi,
  
  Thank you for contacting Amenify. We sincerely apologize for the inconvenience you experienced with your food delivery order placed with us. We completely understand the disappointment of not receiving your meal as expected, and we regret that the service did not meet your expectations.
  
  After looking into your case, we found that the restaurant confirmed the order was picked up by a delivery partner, but it was not delivered to your address. Because of this, the order stayed marked as In Progress in the Amenify app. We understand the lack of updates added to your disappointment, and we have shared your feedback with our team and delivery partners to help prevent this from happening again.
  
  As part of resolving this matter, a refund has already been processed back to your original payment method. You can expect this to reflect within 35 business days.
  
  We truly regret the inconvenience caused and greatly appreciate your patience and understanding. Our team remains committed to improving communication and delivery tracking to ensure a better experience for our residents moving forward.
  
  Regards,
  Team Amenify

  Customer Answer

  Date: 09/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:08/21/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 ordered food through amenify , and when I check statement I see extra 9.99$ charged. When I questioned customer care they said I subscribed to them, which I didnt, they said I would see subscribtion check box while Im ordering food, which I didn't. And when I requested for refund they said they cant add to my card but to wallet. After I got refunded to my wallet when Im ordering food I dont see this check box. I feel like they are steeling money from customers without their permission. I wanna file a case against them. Ive a proof of recording of no check box of what they mentioned.

  Business Response

  Date: 08/26/2025

  Hi Durga,

  Thank you for reaching out to Amenify.

  We sincerely apologize for the inconvenience and concern this situation has caused. After reviewing your account, we can confirm that your subscription has been cancelled and deactivated, so there will be no further charges moving forward.
  
  For clarity, the option to opt out of subscription is displayed on the final checkout page when placing an order. That said, we completely understand your concern and will continue to review this internally.
  
  Regarding the refund, we can see that the $9.99 charge has already been refunded to your bank account. We kindly request you to check with your bank for confirmation on their side. In addition, a refund was also issued to your Amenify wallet credits, which have since been used.
  
  We truly regret any confusion this experience may have caused. Please rest assured that your subscription has been cancelled, and no further charges will occur. If theres anything else we can review or clarify for you, please let us know were here to help.

  Regards,
  Amenify Concierge Support

• Initial Complaint

  Date:08/17/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Complaint Summary On August 16, 2025, I placed a food order through Amenity at 12:43 PM. After placing the order, the system displayed an estimated delivery time of 4090 minutes.After waiting more than 80 minutes, the order status had not changed. I attempted to contact customer service via phone and chat, but no one responded. I then left a message requesting a refund. At this point, I had to abandon waiting for the food and make alternate arrangements, after wasting nearly two ******** 3:45 PM (three hours after my order), I received an email from a representative (*******) simply stating Apologies and offering to place another order. This response was unreasonable and impractical, since most customers order food for lunch and cannot wait 34 hours. My refund request was ignored.The following day, I received another email from the same representative stating that the restaurant did not have the lunch menu item I ordered, even though the app listed it as available. He then offered either to place an alternative order or issue a refund in the form of amenity credit. He explicitly refused to refund my payment back to my credit card.?Key Issues 1.Excessive ************ of communication: No updates to the order status for nearly 2 hours, no phone or chat support available.2.Inadequate resolution: A response after 3 hours offering only an alternative order, not a refund.3.System error admitted: The app wrongly listed an item as available, which was acknowledged by customer **************** refusal: I was not given the option of a proper credit card refundonly amenity credit, which is unacceptable.?Resolution Requested I am requesting a full refund to my original method of payment (credit card). Store credit is not acceptable, since the delay and system error forced me to abandon the order and obtain food elsewhere. Additionally, I believe it is completely reasonable to request for compensation for my experience.

  Business Response

  Date: 08/18/2025

  Hi,
  
  Thank you for contacting Amenify Concierge Support.
  
  We sincerely apologize for the experience you had with your recent Food and Grocery order. We understand how important it is for food deliveries to be timely and reliable, and we regret that this was not the case for your order.
  
  After reviewing your concern, we can see that there was indeed a delay. Unfortunately, this occurred because the restaurant did not have the ordered item available, and this information was communicated to our team much later than it should have been. We recognize that this caused a significant delay in updating you, and we have already raised this issue internally with both our operations and restaurant partners to ensure it does not happen again.
  
  Please be assured that a full refund for your order has already been processed to the respective payment methods used. It will take a 3-5 business days for the amount to reflect in your Bank account.
  
  In addition, our team previously offered credits as a goodwill gesture, but we did not receive a response from you. We would still like to extend this offer and can provide you with total $15 in credits as compensation for the inconvenience caused. If youd like us to apply these credits to your account, please let us know.
  
  We deeply value your feedback and take this situation seriously. Your experience highlights areas where we must improve, and we are taking corrective steps to ensure better communication and faster resolutions moving forward.
  
  Thank you for bringing this to our attention, and once again, we apologize for the disruption caused.
  
  Regards,
  Amenify Concierge

  Customer Answer

  Date: 08/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  However, I never received any offer from the customer support for compensation credit at all. They simply tried to insist to remain in not refunding back, and when they sent message to refund back, they never mentioned the compensation part. Additionally, I sent another message of request of compensation, and I never received the response back. 
  
  Sincerely,
  
  Ayumi *****

• Initial Complaint

  Date:08/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have been subscribed to an Amenify cleaning plan for several months, but I have been trying to cancel via support chat and email since May. In June, a support specialist named K***n (redacted for their privacy) assured me that my subscription would be cancelled and that the currently scheduled cleanings (June and July) would be my last. I now see new cleanings scheduled for August and September and my subscription is not marked as closed, nor can I get anyone from their service department to close it for me thus far. My latest conversation was this morning with M** via text and telephone, who told me someone would call me back within the next two hours. I never received a call or email. Screenshots from that conversation as well as the support request submitted this morning are attached. We are unable to cancel our own subscriptions in Amenifys system and are at the whims of the service team, who have assured me they will take care of this but have failed to do so for several months. I would like my subscription cancelled effective immediately 8/11/25 and no further charges to be billed to my card.

  Business Response

  Date: 08/12/2025

  Hi,
  
  Thank you for contacting Amenify Concierge Support.
  
  We truly apologize for the experience youve had and for the inconvenience this situation has caused. We understand how important it is for you to have control over your subscription and to be assured that your requests are handled promptly and accurately.
  
  After reviewing our records, we can see that your concern had already been highlighted and our team reached out multiple times in an effort to resolve the matter, including phone calls and SMS messages. Unfortunately, we did not receive a response from you, and to avoid any further inconvenience or charges, we proceeded with cancelling your subscription along with the remaining scheduled appointments.
  
  Please rest assured that your subscription is now closed, and no additional charges will be made to your account. You do not need to take any further action from your side.
  
  We sincerely regret any breakdown in communication that may have contributed to this situation, and we will be reviewing this internally to ensure such delays do not happen in the future. If you have any questions or require any further assistance, please reach out to us directlywe would be happy to help.
  
  Thank you for bringing this to our attention, and once again, our apologies for the inconvenience caused.
  
  Regards,
  Amenify Concierge Support

  Customer Answer

  Date: 08/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you very much.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 ordered a cleaning service for my apartment. I tried the service last month and although the cleaning was great, the communication and customer service was terrible. I could never get a straight answer as to when the cleaner would arrive. The cleaner called me at the end of the day seeming confused about what I wanted. She did come and did an excellent job but it was late in the day when she finished which was inconvenient because I had to keep my two dogs out of the house. I complained the the customer service team and they apologized and gave me a credit to use againt my next service. I had an appointment today and got the same run around from customer service. They finally said the cleaner was running late. Supposed to arrive at 3pm but they said to expect arrival by 5pm and the job would take two hours so I stayed out with my dogs until past 7pm. When I got home it was apparent that nobody ever showed up. **************** is closed now until Monday. This has been such a terrible experience. I feel like I was lied to all day.

  Business Response

  Date: 07/22/2025

  Dear ********,
  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience
  caused due to the delays in your service experience.
  We understand there was an initial delay with your first cleaning appointment, and we
  recognize how disappointing that must have been. Our records show that the issue had been
  escalated at the time, but due to external factors, the delay was unfortunately unavoidable. We
  truly regret the impact this had on your plans.
  Regarding the second cleaning appointment, our team made every effort to fulfill the service.
  However, due to unexpected last-minute challenges, they were unable to complete the visit.
  While we did attempt to reschedule the service, we completely understand that the timing no
  longer worked for you.
  Please know that a full refund was processed in this case, and our team has already shared
  feedback with the appropriate departments to help ensure similar situations are not repeated
  in the future.
  We value your feedback, and we genuinely hope youll consider giving us another opportunity
  to serve you. Should you have any further concerns or require assistance, were here to help.
  Regards,
  Team Amenify

• Initial Complaint

  Date:07/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 was a customer of ****************** and had used their cleaning services in the past. While I was initially satisfied, I needed to cancel my cleaning subscription and any upcoming appointments for personal reasons. However, the app does not allow you to cancel anything directly. You are required to contact customer service, which I didmultiple times, nearly 10 timeswith different representatives.Each time, they would ask for a reason for the cancellation but never actually processed it. I have screenshots of the conversations, and whenever I called, the situation was the same: they promised someone would get back to me within 24 or 48 hours, but no one ever did.The app also doesnt allow me to update or remove my saved payment method. I cant cancel the appointments (many of which I didnt even book), cancel my subscription, or delete my account. It has now been three months of being charged without my consent.Ive never had an experience like this with any other service or app, and honestly, Im shocked.

  Business Response

  Date: 07/22/2025

  Dear Azin,
  Thank you for sharing your experience, and we sincerely apologize for the inconvenience and
  disappointment caused due to the delay in processing your subscription cancellation.
  We understand the importance of a timely and clear resolution, and were sorry that your
  experience did not meet that standard. Upon reviewing your account, we can confirm that your
  cancellation request was escalated by our team. While we attempted to reach you multiple
  times by phone, we were unable to connect and therefore followed up via email to stay in
  touch.
  Were happy to confirm that your subscription was canceled during your last conversation with
  our team. We also see that youve raised this with your bank, and in this case, we kindly suggest
  continuing to work with them to resolve any payment-related concerns. We recognize that the
  cancellation process should have been smoother, and your feedback has been shared internally
  to help us improve this experience for all customers moving forward.
  If you choose to return in the future, we would be happy to assist and ensure a more seamless
  experience. Thank you again for bringing this to our attention.
  Regards,
  Team Amenify

  Customer Answer

  Date: 07/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  The business finally responded me directly.

  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 had cleaning services scheduled 6/19/25 with a window of 9am to 1pm. Called at 9:00 am on 6/19/25 and asked for a ETA. I was told between 1:30 to 2:30 pm. No one arrived during that time frame. I called again at 2:20pm and was told I would receive a call back within 20 minutes. I did not receive a call back. I called once more at 3:05pm. I was told it would be approximately 45 minutes. I declined and asked for a refund. I was told that I would receive a credit back to my original payment me this within 5 to ************************************************************************* a refund. Thi is very unacceptable business practices. Even with their terrible reviews I decided to give them a chance. I will not be using them anymore.

  Business Response

  Date: 07/18/2025

  ******* , ******* ******************************************************************************* **********
  ****************************
  Dear *******,
  Thank you for bringing this to our attention, and please accept our sincere apologies for the inconvenience caused.
  We understand the importance of timely service and recognize that delays can be disappointing. While we do our best to honor all time preferences, these are not guaranteed due to factors such as provider availability, traffic conditions, and unforeseen delays from earlier appointments.
  We can confirm that your request for an *** was acknowledged, but unfortunately, there was a delay in providing you with a timely update. Weve already forwarded your feedback to the concerned team to ensure we improve our responsiveness moving forward.
  Additionally, we can confirm that a full refund has already been processed for the amount paid. You should see the credit reflected back to your original payment method. As a gesture of goodwill and to begin rebuilding your trust, wed be happy to add $20 in Amenify wallet credits for the inconvenience caused. Please reply to us at ************************************ to confirm, and we will happily add it.
  Once again, we truly regret the experience you had and hope to have an opportunity to regain your trust in the future. If you have any further questions or concerns, please do not hesitate to contact us, and as always thank you for choosing Amenify.
  Regards, Team Amenify

  Customer Answer

  Date: 07/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 paid ****** for a deep cleaning of my apartment. I was left with undusted/unwiped apt including baseboards, counters that were filthy, cabinets that were not wiped down, soapscum in the bathtub, floors sticky with residue, filthy window *****, and carpets that were not properly vacuumed. I sent photos and only requested a reclean. Instead I was offered a $50 then $70 account credit and some type of indescribable coupon. This is a unacceptable and insulting. I can't believe any apartment complex contracts with these people

  Business Response

  Date: 07/18/2025

  *****, ***** ************************************************************************************************* **********
  **************************
  Dear *****,
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the experience you hadthis is not the impression we want to leave with any of our valued customers.
  After reviewing your feedback and the photos you shared, we also connected with the cleaning professional. She informed us that the condition of the unit was quite challenging, which limited what could be accomplished despite her best efforts. We understand this may not meet your expectations, and we genuinely regret any inconvenience caused.
  We can see that this matter is currently being addressed through your bank. In this case, we would kindly recommend following up with your bank for the most suitable resolution on the raised request.
  In the meantime, please be assured that your feedback has been forwarded to our internal team. We are actively working to ensure that such situations do not repeat in the future.
  We appreciate your time and thank you again for your feedback. If you have any further questions or concerns, please do not hesitate to contact us, and as always thank you for choosing Amenify.
  Regards, Team Amenify

  Customer Answer

  Date: 07/19/2025

   
  Complaint: 23431751
  
  I am rejecting this response because: The efforts of Amenify to correct or communicate regarding this issue are laughable. That my home was challenging is an outright lie. Everything from the kitchen and bathrooms had been completely removed,  aside from furniture the living room was the same. Nothing on the counters, in cabinets or on the floors. The bedroom and office i requested only vacuuming and wiping down the fan and windowsill. The only thing challenging unfortunately was trying to communicate as the cleaner did not speak any English and I did not have time to keep trying to go back and forth with translation apps. Your failure to be accountable in correcting this is a why I hope no one else wastes their time or money with Amenify. 
  
  I have settled the matter with my financial institution and no longer have any business with Amenify. 

  Business Response

  Date: 07/21/2025

  Dear *****,
  
  Thank you for taking the time to share your feedback. Im truly sorry for the experience youve had and for the disappointment this has caused.
  
  While our intent was never to diminish your concerns, We hear you, and I regret that we fell short in both communication and in meeting the standards you rightfully expected from us.
  
  Your detailed feedback has been shared with our team and the provider involvednot just as a formality, but to ensure this leads to real improvement. While we understand that you've chosen to settle this through your financial institution and no longer wish to continue with Amenify, Id still like to extend a sincere apology. Please know that your experience has prompted discussions to improve how we handle such situations going forward.
  
  Thank you again for giving us the opportunity to learn from this.
  
  Regards,
  Amenify Concierge
  

• Initial Complaint

  Date:05/31/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  Ive been using the Amenify app to book cleaning services, and in April, I signed up for the Amenify One subscription, which was prominently advertised within the app upon login. The program promised several benefits, including 24/7 live customer support, a $50 sign-up credit, and a recurring $20 monthly credit.However, after two months of being subscribed, I have not received any of the advertised credits. Additionally, when I attempted to contact customer support, the response time was usually 6-10 hours delayed, and it became clear that live agents are only available during limited business hoursnot 24/7, as advertised.When support eventually responded, they acknowledged that 24/7 service is not available. Despite this, the Amenify One page still advertises real-time support:****************************************************************************** the missing credits, I was told I am ineligible because I had previously received move-in credits from a separate program offered through my building. However, those credits were not tied to any paid subscription, and I was not informed that signing up for Amenify One would be considered a duplicate and therefore ineligible for the new benefits. This lack of clarity around program terms is concerning.Whats more troubling is that I was charged for a program that does not seem to offer any additional service beyond what I already had access to through my buildings existing plan. It raises the question of why the company is promoting and charging for a separate subscription that fails to deliver meaningful value or clearly distinguish itself from the free offering.Ive attached a screenshot of the customer service response for reference. Im sharing this in the hope that it serves as feedback for both prospective users and the Amenify team, and encourages more transparency in advertising, service terms, and pricing moving forward.

  Business Response

  Date: 07/18/2025

  Sittigaroon, ******* ******************************** **********
  *************************************
  Dear *******,
  Thank you for taking the time to share your feedback, and please accept our sincere apologies for the inconvenience youve experienced. This is certainly not the experience we want any of our valued customersespecially an Amenify One memberto have.
  We understand your concerns around the Amenify One subscription, including the delays in support, confusion around credit eligibility, and the expectations set. We have already forwarded your feedback to the appropriate teams to help ensure improvements moving forward.
  As a gesture of goodwill and to begin rebuilding your trust, wed be happy to refund your most recent $9.99 charge for the Amenify One subscription and add $30 in Amenify wallet credits for the inconvenience caused
  Please reply to us at ************************************ to confirm, and well process both right away. If you have any further questions or concerns, please do not hesitate to contact us, and as always, thank you for choosing Amenify.
  Regards, Team Amenify