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:05/23/2025

  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 cleaning service from Amenify and received a time slot of 9am-1pm for arrival on May 23, 2025. At 1pm, I texted the concierge who had been communicating with me about the appointment about the missed time slot. I did not receive a response until 2:38pm, who let me know that the cleaner wouldnt arrive until 5:30pm. As we would no longer be home, I requested for the appointment to be canceled and the money refunded. I received a response that they could not cancel the appointment, but that I could have a $60 credit for the next subscription service. I told him that I did not want a subscription. I was then charged $8 for cancelling said subscription. I then asked to fully cancel the appointment and demanded a refund, and still have yet to hear back from them (it is a few minutes before 6pm). The cleaners arrived shortly before 5:30pm and we explained to them that it was too late, and that we had tried to tell the company not to have them come. They replied that they only got the call to clean our place at 3pm. We apologized to them again because they told us they had come from nearly an hour away. Im appalled at this customer service.

  Business Response

  Date: 05/28/2025

  Dear Maggie ,
  
  Thank you for taking the time to share your feedback, and please accept our sincere apologies for the inconvenience caused. We truly regret that your experience did not meet the expectations we set for our service.
  
  We can confirm that a full refund for the appointment, cancellation fee and all the charges is already been processed back to your original payment method.
  
  Regarding the appointment time, we understand how important predictability is when planning your day. While we aim to honor the time slot selectedtypically between 9 AM and 1 PMit is important to note that this is a preferred window and not a guaranteed arrival time, as is also indicated during booking. Our team works diligently to ensure arrival within that timeframe or during your communitys leasing office hours.
  
  In your case, due to a last-minute emergency, we had to reassign the appointment to a different provider, which unfortunately led to the delay. We understand this impacted your schedule, and weve already shared this internally as feedback to help prevent similar issues in the future.
  
  We truly appreciate your patience and the courtesy extended to our service professional despite the situation. Your feedback is valuable to us, and we are actively working to improve our service reliability and communication.
  
  If there is anything more we can do to assist or support you moving forward, please dont hesitate to let us know.

  Regards,
  Team Amenify

• Initial Complaint

  Date:05/07/2025

  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 scheduled a deep cleaning service with Amenify before having a family gathering for the Easter weekend and the experience was completely unacceptable from start to finish. The cleaners showed up over three hours late with no notice or explanation, and they were not the individuals listed in the app. They did not introduce themselves or communicate well at any point during the appointment.The quality of the cleaning was extremely poornone of the tasks listed on the deep cleaning checklist were completed, aside from mopping. Even that was done incorrectly using wood polish on my laminate floors, leaving them dangerously slippery. Not a single trash can was even emptied. Additionally, the cleaners used my personal cleaning supplies without permission.I reported these issues immediately, submitted photo evidence, and provided a detailed explanation. I was told a manager from the Atlanta branch would follow up, but that never happened. Still, I gave Amenify another chance by agreeing to a reclean, which I confirmed twiceand no one showed up.Instead of offering a refund, Amenify gave me a $20 credit toward future services, which I declined. After all of this, I requested a refund or partial refund, but have not received any meaningful response or resolution.This company has shown a clear lack of professionalism, accountability, and customer care.

  Business Response

  Date: 05/28/2025

  Dear ******,
  
  Thank you for bringing this to our attention, and please accept our sincere apologies for the experience you had. We truly understand how disappointing this must have been, especially given the importance of preparing your home for a family gathering.
  
  Due to a issue, the re-clean was unfortunately not processed as intended. We understand this is far below the standard of service you rightfully expect from Amenify, and we want to assure you that strict action has been taken with the team responsible to ensure this does not happen again.
  
  In the meantime, we would be happy to move forward with a re-clean of the missed areas at a date that works best for you. Please share your preferred date, and we will prioritize this request. Additionally, as a gesture of goodwill and to express our regret for the inconvenience caused, we would like to offer $50 in Amenify credits to your wallet.
  
  We genuinely appreciate your patience and the opportunity to make things right. We await your response at ************************************* so we can proceed accordingly.
  
  Regards,
  Team Amenify

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23300971
  
  I am rejecting this response because:

  Unfortunately, the service I received fell far short of expectations approximately 75% of the deep cleaning tasks were not completed on the scheduled date. This was not a minor oversight, but a significant failure to provide the service I paid for.??In good faith, I accepted your offer for a reclean and scheduled the appointment. However, the cleaners were a no-show, which left me in a difficult position. I had no choice but to hire another cleaning company and pay full price out of pocket to have the work done properly.??

  Given these circumstances, I do not believe a credit is an appropriate resolution. I am respectfully requesting that at least 50% of my original payment be reimbursed as a refund, not as a future service credit.

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

• Initial Complaint

  Date:05/06/2025

  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.

  Place food delivery orders, tracking never updates to show delivered. Delivery drivers to do not follow delivery instructions. Food order always arrives cold, 1 order never arrived at all. They do not offer refunds. Customers should not be expected to pay for hot food that arrives cold or not at all. Their support offers no actually assistance.

  Business Response

  Date: 07/18/2025

  ******, ******* ****************************************************************** ********** ********************* Dear *******,
  Thank you for taking the time to share your feedback. Were very sorry to hear about your experience with our food delivery service. We truly understand how disappointing it must have been to deal with late, cold, or missing orders, and we sincerely apologize for the inconvenience and for not meeting your expectations. Please be assured that your feedback has been forwarded to the relevant team to prevent this issue from occurring in the future.
  As a gesture of goodwill, wed be happy to offer you $30 in Amenify wallet credits for the inconvenience caused. Kindly drop us a quick email at ************************************* and well make sure the credits are added to your account.
  Thank you for your patience and for giving us the opportunity to make this right. Regards, Team Amenify

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23292806
  
  I am rejecting this response because: I no longer live at Vivo Living therefore have no access to Amenify services any longer.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/19/2025

  Hi,
  
  Thank you for reaching out. Wed like to sincerely apologize for the inconvenience caused and truly appreciate your patience.
  
  Amenify is available across the **** in over 500+ cities, and you can use Amenfy credits towards any of our services, including home cleaning, chores, food & grocery delivery or pickup, handyman services, and even ACommerce services. We want to ensure that your experience with us is nothing short of excellent.
  
  Please give us just one more opportunity to make things right. Wed be truly grateful for the chance to regain your trust and show you the level of service were proud to offer.
  
  Regards,
  Team Amenify

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23292806
  
  I am rejecting this response because:
  I dont need your services nor can I afford them. 
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/01/2025

  Type:Billing 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.

  Amenify without my consent signed me up for some "Resident Protection Plan" and charged me $9 monthly. I did not sign up for this and even the app doesn't show it as an active subscription. I went to cancel my cleaning service which I recently started and it would not let me cancel. They direct you to speak to a representative and don't move you along. It also says it will charge a 5% cancellation fee, which was not mentioned during sign up and it's not even clear what 5% of what is even going to be charged. I cannot delete my account because I have "pending reservations, that I cannot cancel". This feels like a scam. Additionally, the service spams my email with offers which I cannot unsubscribe from and the cleaners message me at my personal number trying to get me to book more cleanings. Stay away.

  Business Response

  Date: 02/04/2025

  Dear ******,
  
  Thank you for contacting us through the BBB. We sincerely apologize for any confusion caused. However, we would like to clarify that we do not add any services to your account without your consent. The *************** services were opted for when you signed up for the Cleaning subscription service with us, and we ensure that all services are clearly communicated during the sign-up process.
  
  We understand you wish to cancel your subscription, and wed like to assist you in the best possible way. Could you please share the reason for the cancellation so that we can address it and offer a solution tailored to your needs? Regarding the cancellation fee, we would like to inform you that a 5% fee applies, as outlined in our terms and conditions at the time of signing up. This fee is based on the total subscription price.
  
  Additionally, if you are being contacted by any cleaners, we would appreciate it if you could provide us with the details so we can investigate and take the necessary action.
  
  If you wish to unsubscribe from our promotional emails, please let us know, and we will ensure that this is taken care of. We are here to assist you with all of your requests, and we truly value your feedback. Please feel free to share further details so we can resolve this matter to your satisfaction.
  
  Thank you for your time and understanding. We look forward to your response so we can resolve this matter promptly.
  
  Regards,
  Amenify Team

• Initial Complaint

  Date:01/07/2025

  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.

  1. 11/21/24 Cleaners showed up at 6pm for a cleaning that was supposed to be completed by 5pm. I had asked to cancel at the time since they were so late, and was told i couldn't, but they offered me a $20 dollar discount on my next service. 2.12/18/24 I requested to cancel my subscription. Never processed. Cleaners showed up. 3.12/19/24 My card was charged for the service, and they did not apply the $20 discount to the service. I came back and my $400 dollar vacuum and my dogs water bowl were broken. I reached out to customer service to get this rectified and to cancel my subscription. After weeks of following up I was told i would only Get $100 back and it can be applied to my next service. I requested no, I want to cancel my services and I'd like the refund put back on my card since I now have to buy a new vacuum and dog bowl. Three weeks I had been requesting to cancel my subscription, when on January 6th, They charged my card again for the of the service. I requested a refund since they didn't honor my request to cancel now for almost two months. I was hit with additional charges. At this time when I follow up on my request- I am told that they will not issue a refund to my cc for the damages. I will not be using this company again due to the poor customer service, the lack of ownership for breaking items, the tardiness of employees.

  Business Response

  Date: 01/09/2025

  Dear ****,
  
  Thank you for contacting us through the BBB. We sincerely apologize for the issues you experienced and for any inconvenience caused. At Amenify, we strive to provide reliable and efficient services, and we regret that your experience did not reflect these values.
  
  Regarding the service on 11/21/24, we understand that the team arrived later than expected, which was certainly not ideal. While we encourage our teams to complete services during leasing office hours to ensure efficiency. We sincerely apologize for the inconvenience. We can confirm the team did complete the service, and a discount was offered for the delay. However, we did not receive confirmation to apply the discount to your account.

  In terms of the subscription cancellation, our records indicate that a formal cancellation request was received last week only, which was processed accordingly. However, as the service was already scheduled prior to this request, the cancellation of the scheduled service could not take effect immediately, and the service proceeded as planned. We apologize for any confusion.
  
  Concerning the damage to your vacuum and dog bowl, we deeply regret this incident. While our team strives to handle all customer belongings with care, we understand how disappointing this must have been. We offered compensation options of $100 in Amenify wallet credits or $63.50 back to your original payment method; however, we did not receive confirmation from you regarding your preferred resolution.
  
  To address your continued concerns and ensure closure:
  As a final resolution, we are offering either a refund of $100 to your original payment method or $142 in Amenify wallet credits. Please let us know which option works best for you, and we will process it promptly.
  We can see that your subscription has already been canceled to prevent any further charges.
  
  Once again, we apologize for the inconvenience and any disappointment caused by these experiences. We appreciate your feedback, as it helps us improve our processes and service quality. Should you have further questions or concerns, please dont hesitate to reach out.
  
  Regards,
  Amenify Team

  Customer Answer

  Date: 01/09/2025

  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:12/06/2024

  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 hired cleaners to do a "deep cleaning" service and the cleaners did not conduct a deep cleaning as per their own checklist. In this checklist, cleaners were supposed to deep clean my entire apartment and be in my apartment for 2-3 hours; however, they were in my apartment for less than 45 minutes and did not adhere to the checklist. The cleaners only vacuumed and changed my sheets on my bed. There was still visible dirt and grime in my apartment and the cleaners stole my paper towels when they left. They did not clean my bathroom at all, despite it being on the cleaning checklist. I will attach photos of the grime left after the cleaning.

  Business Response

  Date: 12/09/2024

  Dear *******,
  
  Thank you for contacting us through the BBB. We sincerely apologize for the inconvenience and disappointment caused by your recent experience with our cleaning service. We understand how disappointing it must have been to anticipate a thorough deep cleaning and receive a service that fell short of your expectations.
  
  After carefully reviewing your feedback and the details of this situation, we want to make things right for you. To address the concerns youve raised and demonstrate our commitment to making this right, we would like to offer a refund of $80 as a gesture of goodwill. Kindly let us know, and we will proceed with processing it promptly.
  
  We are also taking your feedback very seriously and will address this matter with the cleaning team to ensure such issues do not occur in the future. Your experience is invaluable in helping us improve, and we regret for the inconvenience.

  Once again, we deeply apologize for the inconvenience caused and appreciate your understanding as we work to resolve this. Please feel free to reach out if you have any additional concerns or need further assistance.
  
  Regards,
  Amenify Team

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22651140
  
  I am rejecting this response because:

  I paid $195 for this cleaning and only got 2 tasks completed: my bed being made and my carpet being vacuumed. Given the number of tasks on the cleaning checklist, I should be getting at least $150 as a refund. My house was not clean and the cleaners did not adhere to the cleaning checklist, plus they stole from me. 

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

  Business Response

  Date: 12/11/2024

  Dear *******,
  
  Thank you for your response. We truly regret the dissatisfaction you have experienced and understand the concerns youve outlined. We want to assure you that we have thoroughly investigated the matter.
  
  The cleaning was conducted by a trusted professional who has completed numerous appointments with us and has maintained a strong track record without any prior complaints. However, we take your feedback seriously and appreciate you bringing this to our attention.
  
  We have reviewed the images provided and, unfortunately, they do not align with the details necessary to support the refund amount you have requested. If you could kindly provide additional images with specific information highlighting the issues stated, we would be happy to make an exception and re-evaluate this matter for you.
  
  Given that the cleaning service occurred some time ago, we must work with the information available to us. As a gesture of goodwill, we are still willing to offer a refund of $80 to acknowledge your dissatisfaction and our commitment to addressing your concerns.
  
  If you wish to proceed with the $80 refund, please let us know, and we will process it promptly. Should you have further questions or need assistance, feel free to reach out. We appreciate your patience and understanding as we work towards resolving this matter.
  
  Regards,
  Amenify Team

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22651140
  
  I am rejecting this response because:

  Here are the items from the deep cleaning checklist provided by Amenify that the cleaners did not complete: 
  
  Deep clean countertops, cabinets, backsplash, and sink
  Wipe down exterior of appliances (stove, oven, fridge, microwave)
  Deep wash, scrub the grout, and sanitize the toilet, shower, tub, and sink
  Clean countertops and mirrors
  Mop floors
  Dust accessible surfaces, including window ***** and blinds
  Wipe baseboards
  Clean doors and door frames
  Interior of reachable windows 
  
  There are 13 items total on the deep cleaning checklist. As noted above, 9 of the items were not completed, and 1 item (loading the dishwasher if there were dishes left in the sink) was not applicable, as there were not dishes left in the sink. The only 3 items completed on the checklist were:

  Make the bed and change linens (if left out on the bed)
  Vacuum, sweep, and mop floors and stairs
  Take out trash/recycling

  All of these items are items that I can easily do myself. I paid for a deep cleaning service to receive a deep cleaning of my home, something that would take me time and effort that I simply do not have as a full-time student and full-time employee. Given the amount of work that was not completed from this deep cleaning checklist, I am requesting a refund because the money I spent was not commensurate with the service that I received, or the time that was taken to complete the "cleaning" that did occur (cleaning in parentheses because my home was not actually clean after the service was complete). When I spoke to an Amenify customer service supervisor, they also agreed that my home did not look clean according to the photos I provided. As a result, I believe that I should receive a refund, since both parties agree that these "cleaners" did not deep clean my home at all. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:11/19/2024

  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.

  On 11/19/2024, I was offered $50 in Amenify credits upon signing up for Amenify. I was prompted to add my debit card information when attempting to use those credits for a grocery delivery. After adding my debit card, I was unsuccessful in placing a delivery because no matter what retailer I chose, a message would pop up at checkout stating that my credits could not be applied. I then decided I would use the credits to purchase a $50 Amenify gift card. I clicked on the gift card option, entered the amount, then clicked the "buy" button, assuming I would be redirected to a page where I could choose a payment method and review details before purchasing. ****. Apparently there is no checkout or confirmation page when purchasing an Amenify gift card! As soon as I clicked that buy button, my debit card was charged. I immediately contacted customer service and the agent first told me the gift card could be refunded as more wallet credits to be spent on Amenify services (the wallet credits that don't even work). I refused and they made a "request" to the billing team to refund the charge. The agent said I would be contacted within 24 hours. I am proactively filing this complaint to get the ball rolling ASAP should they either refuse to refund the charge or not reach out to me within that timeframe.

  Customer Answer

  Date: 11/20/2024

  Yesterday on 11/19/2024, I filed a complaint with BBB over a transaction with Amenify in order to get a refund. That was complaint #********. Today on 11/20/2024, I received an email from Amenify stating that a refund had been issued and could take 10 days to show up on my end. I logged in to my bank app and checked. The charge was still there PLUS a second charge for the same amount. I contacted Amenify and the chat agent swore up and down that they had only charged me once and to "check with my bank." I contacted my bank and they confirmed that these were in fact 2 seperate charges from Amenify. The initial $50 charge is allegedly being refunded, so now I want a second refund for the second $50 charge I never authorized (I don't even feel I authorized the first one as I stated in my first complaint)

  Business Response

  Date: 11/22/2024

  Hello,

  We understand your frustration and sincerely apologize for any inconvenience you've experienced. According to our company policy, gift cards are typically non-refundable. However, as a one-time exception, we revoked the gift card and processed your refund within 24 hours, which was confirmed via email.
  When you reached out regarding a second charge, we confirmed that no additional transactions were processed other than the original gift card purchase, which has already been refunded. We recommend contacting your bank for clarification on this second transaction.

  
  We truly value your business and are committed to providing a better experience for you in the future

  Customer Answer

  Date: 11/23/2024

   
  Complaint: 22579742
  
  I am rejecting this response because:

  My initial purchase has been refunded, but upon contacting my bank, they confirmed that Amenify did make two SEPARATE charges. As of right now, the actual gift card purchase charge is completed, the refund is completed, but there is still a SEPARATE authorization charge transaction from Amenify pending, as can be seen in my attached screenshot. I assume this charge will drop off come monday, but I still reject the company's response because of its insistance over there being only one charge, which I feel I've more than disproven here and through my direct contact with Amenify
  
  Sincerely,
  
  *********** *****

  Business Response

  Date: 11/26/2024

  Dear ***********,
  
  Thank you for contacting us through the BBB. We apologize for any confusion caused. Upon reviewing the details again, we can confirm that there is only one purchase made from the account associated with your email and contact details. If you have another account linked with ******************, please let us know. Alternatively, you can share your bank statement reflecting two debit charges towards Amenify, and our team will be happy to investigate further and assist you.
  
  Additionally, upon reviewing the attached images, we found the following:
  
  An invoice for the purchase of one gift card, which has already been refunded.
  A chat transcription.
  Two images of the customer journey while purchasing the gift card.
  
  However, we were unable to locate any evidence of two charges from Amenify in the provided attachments. We hope this clarifies the details, and we look forward to your response so we can assist you further.
  
  Regards,
  Amenify Team

• Initial Complaint

  Date:11/06/2024

  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.

  BUYER BEWARE - SUBSCRIPTION SCAM. DO NO SUBSCRIBE TO CLEANING SERVICE AT AMENIFY.I subscribed to a cleaning service costing $~$150/clean with this corporation. I waited at home all day from 9am onwards, without any intimation of when the cleaner would show, only to be told they would show so late that they would not complete the service till I had to leave (6:30pm). I was refunded, but now, they refuse to cancel my subscription - despite reaching out to their agents multiple times over phone and email. They will only offer 'complimentary upgrades' to a service I don't want.Extremely sneakily, they charge a 5% processing fee to cancel a subscription (no warning during sign up) as well charging for the next two cleanings (~$300) - after explicitly saying 'cancel anytime' and not providing any of this information during sign up.Truly a scam.

  Business Response

  Date: 11/07/2024

  Dear ******,
  
  Thank you for contacting us through the BBB, and I apologize for any disappointment caused by your recent experience. Your feedback is important to us, and Id like to clarify the situation around your service and subscription.
  
  After reviewing your case, I see that our team shared details about pricing and appointment timing. Our professionals aim to arrive during leasing office hours for convenience, but due to unforeseen circumstances, the initial team couldnt make it as planned. We informed you promptly and arranged a backup team, though their arrival time was earlier than leasing hours. When we understood this timing wouldnt work for you, we honored your choice to cancel and issued a full refund, even beyond our standard policies.
  
  Regarding subscription cancellation, we strive to be transparent, and these terms are available during sign-up. Typically, there is a cancellation fee, which we waived as a goodwill gesture. Your subscription has been fully canceled, and no further charges will apply.
  
  I hope this clears up any concerns. If theres anything further we can help with or a way to earn back your trust, please let me know. Wed be grateful for the opportunity to serve you again in the future.
  
  Regards,
  Amenify Team

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22522934
  
  I am rejecting this response because:

  1) There is still a non-cancelled appointment on my calendar. See Pic 1. I expect ALL appointments to be cancelled without any further charge. 

  2) There is absolutely no mention of a cancellation fee in the subscription sign up flow. See Pic 2

  The business should cease attempting to mislead customers, and cancel all further scheduled transactions on my account.

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

  Business Response

  Date: 11/14/2024

  Dear ******,
  
  Thank you for reaching out and for providing additional context. I apologize for any confusion or disappointmen this situation may have caused.
  
  We have reviewed your account thoroughly and confirmed there are no active appointments in our system under your account. Additionally, as requested, we have ensured that no further charges will be applied.
  
  Id like to clarify that our terms regarding the cancellation policy are available during the sign-up and in our terms and conditions. However, we will take your feedback into account to improve this.
  
  Please know that were here to assist, and Id be glad to answer any further questions or concerns.

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22522934
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/12/2024

  Type:Sales and Advertising 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 hired a cleaner from Amenify to provide a Deep Clean of my apartment on 9/6/2024. I paid $231.80 for this service. The cleaners came while I was at work, and when I came home I found that they had not completed multiple items from the ****************** list that Amenify indicated would be cleaned. They did not wipe down the outside of kitchen cabinets, wipe down baseboards, dust blinds, wipe down doors and door frames, areas on the outside of appliances were missed during wipe down, and some of the applicable floors were also not mopped. After I reached out to Amenify and showed them after pictures they indicated that We have thoroughly reviewed the attached photos, and we acknowledge that the cleaning did not meet the standards we strive to maintain. This is not the level of service we want to provide to our customers. However, even though they admitted that I did not receive the service I paid for, they have not provided me with a refund. They offered to come out and finish the job, but I needed a clean for an event and that event is now over, I already had to fix the cleaning myself, and I dont feel comfortable having them come back if Ill have to supervise the clean anyway. They have offered credits toward an Amenify account, but I do not plan on using their services again after this experience, and would just like what I paid refunded to the card I paid with.

  Business Response

  Date: 09/23/2024

  Hi *******,
  
  Thank you for reaching out to Amenify Concierge Support.
  
  We sincerely apologize for any inconvenience caused. Upon review, we can confirm that the cleaning was completed to the best of the teams ability. Understanding that the service did not fully meet your expectations, our team extended the offer for a re-clean, which was unfortunately declined.
  
  As a gesture of goodwill, we have already processed a $40 refund to your bank account. Since you remain unsatisfied, we are happy to proceed with the remaining refund. You can expect this to be reflected in your account within 3-5 business days.
  
  We hope this resolution meets your expectations, and we appreciate your understanding. Please let us know if you have any further concerns.
  
  Regards,
  Amenify Team

  Customer Answer

  Date: 09/24/2024

  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:08/10/2024

  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 have tried, on numerous occasions, to simply cancel a cleaning subscription I had purchased with this company. However, after exhausting all possible avenues, I have been unable to contact a live person to assist me. This is important, as the website FORCES you to speak to a live person to cancel a subscription. In their "chat feature" all they have done is forced me to tell them why I am cancelling, before cancelling, and then still not cancel afterwards. They have offered me credits in lieu of allowing me to cancel. It is the most disgusting intentionally criminal experience I have ever had with a company.

  Business Response

  Date: 08/12/2024

  Hi ****,

  Thank you for bringing this issue to our attention. We sincerely apologize for the difficulties youve encountered in attempting to cancel your cleaning subscription. We understand that this has been frustrating, and we want to assure you that your subscription has now been successfully canceled. Our intent in asking for feedback was to identify and address any underlying issues to improve our service. Offering credits was our way of expressing appreciation for your patience and to regain your trust. We truly value your business and are committed to ensuring a better experience moving forward.

  Regards,

  Team Amenify