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:05/07/2024

  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 was moving out of an apartment and Amenify offers a "move out" cleaning service. I hired them to perform this service (via their app on Wed May 1st). A few hours later I spoke to my leasing office and was told I was not required to perform the move out cleaning because my unit was scheduled to be completely renovated. When I contacted Amenify to cancel the service, I was told I could not because it has already been 1 hour since I booked, and they can't cancel an appoint after 1 hour. I complained to Amenify and we settled at "Amenify Credits", good for only 90 days. I was told I could use these credits at the home I just purchased.I moved to my new home and need lawn service, which I figured I could get through Amenify since I have these credits. When I search for a lawn service, many option appear. I chose one and was immediately informed that I COULD NOT USE my Amenify credits because the lawn service is offered by "Thumbtack".At this point I have no use for these credits and feel as though I was duped. There is no mention of a "1 hour cancelation/refund" policy while you are booking. These people are crooks.

  Business Response

  Date: 05/10/2024

  Hi *******,

  We apologize for all the trouble faced by you.

  We have refunded the amount paid by you back to your credit card. It might take 5-7 business days for the amount to reflect your statement. 

  Regards,

  Team Amenify

  Customer Answer

  Date: 05/10/2024

  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:02/17/2024

  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.

  Amenify is constantly giving me unwanted unsolicitation. I have asked them multiple times to stop sending me spam emails, opted out of their email subscription and continue to send me adds. I have asked them not to contact me multiple times and they continue. I never game them permission to send me ads in the first place. My apartment complex (************* in *********) gave them my email without permission. I would like amenify to stop reaching out to me and soliciting their services.

  Business Response

  Date: 02/21/2024

  Dear Customer,
  We sincerely apologize for the inconvenience you've experienced with unwanted emails. Please be assured, we have taken immediate action to remove your email address from our mailing list, ensuring you will no longer receive unsolicited communications from us. We respect your privacy and are committed to adhering to your preferences. If there's anything more we can do to assist you, please don't hesitate to reach out.
  Best Regards,The Amenify Support Team

• Initial Complaint

  Date:02/13/2024

  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.

  We scheduled with Amenify to clean our apartment for a one-time clean on February 9, ****. After waiting all day and asking repeatedly when we might expect the cleaning person to arrive, we finally got a message at the end of the day that the cleaning person had an accident and would not arrive. Amenify offered to reschedule but only after Wednesday (February 14). This was a one-time clean and I do not need cleaning in the future. (The reason we needed the cleaning is now over). Amenify refuses to issue a refund to my credit card even though they did not provide the service. I did not cancel the service, in fact, I waited all day before they told me that they would not show. After contacting them on several different occasions over the last few days, they still refuse to issue a refund to my card, stating only that they will give me credits for a future clean which I do not want and cannot use. I paid not only for the service but also for a tip and I expect to get a full refund for both amounts since they are the ones that cancelled.

  Business Response

  Date: 02/20/2024

  Hi *****,

  We apologize for all the trouble faced by you. As we can check, your refund was already initiated on 13th of February. I request you to please check your bank statement once.

  Regards, 

  Team Amenify

  Customer Answer

  Date: 02/20/2024

  
  
  I have reviewed the response made by the business in reference to complaint ID 21285856.  The credit is showing as pending on my credit card statement. So long as it is processed, this result is satisfactory to me.  I do wish that the company had been more responsive at my first request.
  
  

• Initial Complaint

  Date:02/12/2024

  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 scheduled Amenify to come clean my apartment upon move out (specifically the move-out service). I left a few items in the apartment as I still had a few things left to do (namely detach the adhesive items that I used to minimize holes; this is done with heat so I left my hair dryer there as well as several tools and my ladder. When I got to my apartment the day after the clean, the door was unlocked. Everything except my ladder was gone, so I was not able to do the things I had planned for tonight. Approximately $100 - $150 of stuff was taken (hair dryer and tools); I dont know if the cleaner took these or if someone grabbed them because she didnt lock up. To clarify I had already moved out of the apartment so she was let in via the concierge. Ovation (the apartment building) had previously requested Amenify not send this particular cleaner to the property because of past issues. I can understand why! In addition to my things being stolen, she barely cleaned. Despite paying hundreds of dollars for a move-out clean that specifically names the items below as things that are done, she did not work on the following items:Cabinets and drawers were not wiped out (pic of one drawer included)Window ***** were not cleaned (pics included)Baseboards not cleaned (pics included)Honestly, Im not even sure she vacuumed since its looks pretty much how I left it.I've tried to remedy with Amenify, but they will not refund me or compensate me for the missing items. They said they can only do credits (which is worthless because I will never again use them) and only offered $50 even in those.

  Business Response

  Date: 02/14/2024

  Hi *****,

   

  As confirmed earlier, our Provider has confirmed that the unit was fully empty during the service, with the exception of a step ladder left in the kitchen, which she did not move. Additionally, she observed fresh patches on the walls and hooks in the bathrooms, indicating potential wall patching activities. She assured that she did not touch the walls or hooks and focused solely on the cleaning tasks.
   
  As a service gesture, we are only able to process credits at this time. However, as a gesture of goodwill, we can offer $50 in your Amenify wallet.

  Thanks,

  Team Amenify

• Initial Complaint

  Date:02/11/2024

  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 has failed to properly and in a timely manner, cancel my cleaning subscription and delete my details from their service system. In December of 2023 I requested that the subscription services be canceled due to no longer needing cleaning services as they were a gift from family. After canceling and getting confirmation that the service had been canceled Amenify still reached out the 20th of January 2024 that a cleaning was scheduled. After resolving that issue, today the 11th of February 2024, I have again been contacted by Amenify that I have an upcoming cleaning. After reaching out to customer support they offered no solution and stated that My account had been deleted so they can not see this in their system. I have attached the conversations from their support staff.

  Business Response

  Date: 02/14/2024

  Hi *******,

  I hope this message finds you well. We are writing to confirm that your subscription has been successfully canceled as per your request. We appreciate the opportunity to have served you and respect your decision to end your subscription with us.

  
  However, we would like to inform you that the remaining appointments scheduled under your subscription cannot be canceled, in adherence to our cancellation policy, which was accepted at the time of your subscription creation. As outlined in our policies, services scheduled and paid for in advance are non-refundable, as we commit these funds directly to our cleaning teams to secure your appointments.

  
  We understand this may not be the news you were hoping for, but we must adhere to our agreed-upon policies to ensure fairness and consistency for all our clients and service providers. This policy is designed to respect the commitments made to our dedicated team of professionals who rely on these scheduled services.

  
  For more details on our cancellation and refund policy, please visit: Amenify Cancellation and Refund Policy.
  We value your understanding and cooperation in this matter. Should you have any further questions or require assistance with other services, please do not hesitate to contact us.

  
  Thank you for choosing Amenify. We wish you all the best and hope to have the opportunity to serve you again in the future.

  Thanks,

  Team Amenify

  
  
  

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21278342
  
  I am rejecting this response because: I told their support team I was fine accepting the fee for cancellation of the appointments and was told they were going to cancel them. I no longer live at that property and would no longer like them to contact me and want all my personal details deleted from their site.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/20/2024

  Hi *******,

  We apologize for all the trouble faced by you. Your all the appointments with ** has been canceled and as we can check your account has also been deleted. 

  Do ping us if you need any further assistance. 

  Regards,

  Team Amenify

• Initial Complaint

  Date:02/05/2024

  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.

  Date of service: 1/19/24 *********** was initially scheduled for 1/18/24, but they notified ** at 6pm on that day that they would need to move it to the next day. We were leaving town on 1/19/24, so I notified the provider of this and that we have a cat to look out for. *********** provider entered a closed closet door (against Amenify policy), locking our cat inside for 48 hours while we were out of town. When we returned, we found our cat trapped and traumatized, the closet and carpet destroyed, and blood from the injuries to her paws smeared on the door and ground. We have made many attempts to get a customer service rep to call us but we have only received generic emails and no real solutions. They offered a $40 credit for their services, but we are asking for a full cash refund. We have been trying to speak to a representative for 2 weeks now with no success.

  Business Response

  Date: 02/09/2024

  HI *******,

  We apologize for the experience you had with our service. Our ********** is to provide our users with a seamless experience and live up to their expectations. As we fall short of your expectations, no words can justify the inconvenience you faced. Please be assured this is one of the cases; we will try our best to make it up to you.

  We have refunded your order amount back to your credit card. It might take 5-7 business days for the amount to reflect in your statement. Also, we have forwarded your complaint to the provider support team and they will contact you regarding it. Please be assured you will receive call in next ***** hours. 

  Once again we apologizes for all the trouble you had to go through. 

  Team Amenify

  
  
  

• Initial Complaint

  Date:02/03/2024

  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.

  My subscription with Amenify includes 2 cleanings per month. I requested that this month be changed to 1 cleaning per month. They informed me that this was not possible and I would be charged for the second cleaning even if I asked that they did not come. Then, on the day of the first cleaning they cancelled my first cleaning as well. So they charged me nearly $200 for no service! And have refused to issue a refund! They offered the equivalent of store credit that is only valid during the 30 day period for which I didn't need the service in the first place. Absolutely ridiculously bad service, and refusal to correct it. I pay them $200/month and they send a different cleaner every time and I have to re-explain my preferences every time. Sometimes the cleaning is good, sometimes it is terrible. I would not recommend doing business with this company at all.

  Business Response

  Date: 02/07/2024

  Hi ****,

  We apologize for the experience you had with our service. Our ********** is to provide our users with a seamless experience and live up to their expectations. As we fall short of your expectations, no words can justify the inconvenience you faced. Please be assured this is one of the cases; we will try our best to make it up to you. Our management team will be calling you and will get a desired outcome of all your queries. 

  Once again we apologize for all the trouble you had to face. 

  Regards,

  Team Amenify

• Initial Complaint

  Date:02/01/2024

  Type:Sales and Advertising 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 purchased a deep cleaning service for February 1, ****. This was thru an advertising in conjunction with my property. My appointment was scheduled between 9am-1pm. I received a text message at 3:25pm stating that the service had begun, yet no one came to my home. About 20mins later I checked the app and it showed that my service that I paid in full for of $115 plus $10 tip was cancelled without reason, explanation nor call or text. I tried reaching out multiple times with no response. This is very unprofessional and a scam.

  Business Response

  Date: 02/18/2024

  Hi *********,

  We apologize for the trouble faced by you. We always intend to live upto the expectations of our customers. As I can check due to some emergency your appointment was not completed on 1st Feb but it was rescheduled on a later day as per your preference and confirmation we received from your end while interacting with one of our support agents. 

  Do ping us if you need any further assistance. 

  Regards,

  Team Amenify

   

• Initial Complaint

  Date:01/26/2024

  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 used to live at an apartment complex that gave my information to Amenify who proceeded to sign me up with an account without my consent. I have unsubscribed and reached out to them to remove my information from their records but I am still receiving emails from them.

  Business Response

  Date: 01/29/2024

  Dear Valued Customer,
  

  Thank you for contacting Amenify regarding your concerns. We sincerely apologize for any inconvenience caused by receiving unsolicited emails.
  
  We have taken immediate action and manually unsubscribed you from our marketing emails, as per your request. Your privacy and preferences are of utmost importance to us.
  If there are any other ways we can assist you or if you have further concerns, please do not hesitate to reach out. We are committed to ensuring your satisfaction and addressing any issues promptly.
  
  Thank you for bringing this matter to our attention.
  
  Best regards,
  The Amenify Team Ticket No. 116003

  Customer Answer

  Date: 01/29/2024

  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. However, this is my second attempt at requesting them to remove me manually and do not want to receive another email from them.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/23/2024

  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.

  I signed up for the monthly cleaning service through Amenify in August 2023, but told them in the sign-up request that I did not want the service to start until October. I was signing up for monthly cleanings of my apartment. They charged me for August and September even though I didnt get a clean and I asked for the service to start in October and they will not give me my money back for those two months. I have contacted them repeatedly through different avenues, but they continue to be unwilling to return my money for services they did not provide.The uploaded text conversations are various conversations Ive had with the ************** They have told me a different answer each time. They have told me that they will not reimburse me even though I told them I did not want the service until October. Essentially they messed up and will not reimburse me.

  Business Response

  Date: 01/25/2024

  Dear *****************************,
  We apologize for the confusion regarding your service start date and billing. At Amenify, we strive for clear communication and customer satisfaction. We understand your frustration and are committed to resolving this issue. Please contact us at *********************************** with your account details, and we will review your case to ensure a fair resolution in line with our policies.

  Wishes, 
  *************************

  Customer Answer

  Date: 01/25/2024

  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. I am choosing the second option where they pause my payments to get me in line with the cleaning services.
  
  Sincerely,
  
  *****************************