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:01/19/2024

  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 signed up for a free trial membership for 3 months and notice I have several entries from this company on my credit card statement. In addition, I informed them that I do not want their service anymore, cancel the trial membership, and provide me a refund. I have emails and the main page showing the trial membership for free.

  Business Response

  Date: 01/23/2024

  Hi ******,
   
  We are writing you regarding your BBB complaint. 
   
  We apologize for all the trouble faced by you. We know we were not able to live up to your expectations. As a token of apology, we would like to offer $30 credits in your Amenify wallet and request you to please reschedule your cleaning appointment on any preferred date in the future. 
   
  Regarding the charges on the card, $70.3 was charged for the cleaning appointment, and $15 and $19.5 were charged for the Add-on services you added to your appointment. The other $ **** and $10 which were charged for rescheduling fees and tips respectively will be refunded back to you on your credit card. 
   
  Waiting for your response. 
   
  Kind regards,
    
  Amenify Concierge Support
  ************************************ 

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21170579
  
  I am rejecting this response because: Amenify keeps sending me notification for a scheduled service that should already be resolved. They need to fix this glitch to correct this issue. I expect a full refund from this business.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/29/2024

  Hi ******,

  We apologize for the trouble you have to go through. 

  Your entire order amount has been refunded back to your card. It might take 5-7 business days to reflect in your account. 

  Team Amenify

  Customer Answer

  Date: 01/31/2024

  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:01/10/2024

  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.

  2 problems. 1st was when I hired the site to clean my apartment. The communication was terrible and I was never given a time of arrival. After many back and forth texts on their App and emails, I had the appointment narrowed down. It took away my entire day off. Then I left for an hour to allow the cleaners their estimated 2 hours of cleaning. When I arrived after leaving 45 minutes the cleaners were gone. Door left unsecured and the home was not cleaned. I lost the services of $150. I asked for a refund and I ********** instead of $75 to only be used on the Amnify site. I was informed my credit would expire so I ordered food. I was not aware the credit I have was to be used as only 50% of an order cost. I went head and purchased food. It showed as delivered and when I tried to connect to Amnify about not receiving it they sent me a link with a picture. The picture was clearly not my home. I sent pictures of my home entrance including my apartment number. They simply stated sorry no refund. So I have lost almost $200 with this company and no resolutions have been made except at one time internal credit which does not work if I have to spend more money to use the credit and then to not get the items I need when I do spend additional money

  Business Response

  Date: 01/12/2024

  Hi ********,
   
  I am writing to you personally to extend our sincerest apologies for the trouble you faced during your recent experience with Amenify's services.
   
  At Amenify, we pride ourselves on providing exceptional service to our customers, and it is clear that in your case, we fell short of these standards. The issues you encountered are not reflective of the high-quality service we strive to deliver, and for this, we are truly sorry.
   
  Understanding the inconvenience this has caused you, we are taking immediate steps to ensure that such incidents do not recur. We are also reviewing our procedures and training protocols to better serve our clients.
   
  As a gesture of our commitment to your satisfaction and to make amends for the inconvenience caused, we have partially refunded your cleaning service from November and fully refunded your last food order. We hope this demonstrates our dedication to rectifying our mistakes and regaining your trust.
   
  Your feedback is invaluable to us, and I assure you that your concerns have been heard and are being addressed. We are committed to not only meeting but exceeding your expectations in the future.
   
  Once again, please accept our deepest apologies. We value your patronage and hope to have the opportunity to serve you better in the future.
   
  Should you wish to discuss this matter further or if there is anything else I can assist you with, please feel free to reach out to me directly.
   
  Thank you for your understanding, and we look forward to serving you better.
   
  Kind regards,
   
  Amenify Concierge Support
  ************************************ 

  Customer Answer

  Date: 01/13/2024

  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:01/04/2024

  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 requested a cleaning service for my apartment to be done on December 29, 2023.the service was for a 2 hour cleaning, not only was the cleaning service late and the last stop, but the service was 45 minutes long,They charge me for a full service which was $ , but they did the bare minimum and was a bad service.I did complaint to the cleaning company, they offer to sent a new cleaning person or to give me credit on their website.I want the company to return the money back to my account, i do not want a credit with their company because i do not wish to have another bad experience with them and they do not have any other services i need.

  Business Response

  Date: 01/09/2024

  Dear Customer,
  We apologize for the inconvenience caused during your recent cleaning service. Understanding your concerns, we have processed a full refund. Please allow 4 to 5 business days for the amount to reflect in your account. We are committed to improving and hope to serve you better in the future.
  

  wishes,

  *************************
  Manager - Social Reputation 

• Initial Complaint

  Date:11/01/2023

  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 11/01/2023, I placed an order for a house cleaning. Due to the poor app layout I selected the wrong service so I quickly cancelled that one and ordered the correct service which cost $108.Amenify double charged me for $82.50- which was twice the cost of the wrong order.When I attempted to resolve this via their chat- they stated they could only see one charge for $82.50 that was made and that a refund was pending for that charge minus a 3% service fee. This scam of a company doesnt allow you to modify orders, but will immediately draft your money even before the service is provided. If an order is modified by cancelling and reordering theyll make you pay 3% even if you are reordering a higher tier service. So in a nut shell- the Amenify app is poorly designed, they charged me three times- one time for the correct order $108 ??, and two times for the incorrect order ($82.50x2=$165 ??). So in total I spent over $273 even though $82.50 of that was not authorized while the other $82.50 was reduced by 3% and still not refunded. They could not see the second charge for the incorrect order even though I sent them a screenshot of my bank statement. They told me theyd send an email to billing. There is no one to call to speak to a live person. They could not tell me when billing would get back to me. So in the meantime I am out of $165 after using Amenifys poorly design app with poor customer service. They are a scam and will double charge you and pretend they didnt to get more money out of you. A terrible company. Beware.

  Business Response

  Date: 11/02/2023

  Dear ******,

  
  I hope this email finds you well. I am writing to address the concerns you raised on the BBB platform regarding the transactions associated with your Amenify account.
  Upon reviewing your account and the transactions in question, I'd like to clarify:

  
  Transaction Details: Out of the two transactions you mentioned, only one went through our payment portal successfully. The other transaction did not process and was automatically canceled. As evidence shared by you, it shows that the transactions are in pending state and are not settled by the bank. Please check with your bank for the same.

  
  Refund Process: Given that one of the transactions did not process, there is no amount to refund for that specific transaction. However, for the successful transaction, after 5 to 7 business days, you will observe a refund for the amount of $82.25 here. Please note that, as of now, the only charge on your account is the standard one of $108 for the service you booked.

  
  Cancellation Policy: While we strive to provide full refunds wherever possible, it's essential to note that our cancellation policy incurs a 3% charge for all cancellations. This isn't a fee that we keep but is, in fact, the fee we are obligated to pay to the payment gateway.

  
  I'd like to reassure you that Amenify operates with transparency and integrity. We are an authorized cleaning service provider, and our primary goal is to offer efficient and trustworthy services. I understand the concern and confusion you may have experienced, but I assure you that we are not involved in any fraudulent activities.
  I hope this clarification helps, and if you have any further questions or concerns, please do not hesitate to contact us.

  
  Best regards,

  Amenify Customer Support Team
  
  
  

  
  

• Initial Complaint

  Date:10/06/2023

  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.

  Amenify created an account for me without my consent and has been emailing me about its services for the past months, despite me sending emails to their support requesting that that no longer email me and remove the account. This morning they emailed me once again now to state that they have automatically enrolled me in a plan that would eventually charge me a monthly fee.

  Business Response

  Date: 10/10/2023

  Hi ****,

  We apologize for the inconvenience faced by you. The accounts were created because you are and were leaving at communities which we have partnered with for providing cleaning services. The membership program was a trail run to experience the added benefits of our services. Please be assured you wont be charged for anything and we do not charge our customers without their consents. 

  However, we have deleted your accounts and unsubscribed you from the trail membership program. 

• Initial Complaint

  Date:07/26/2023

  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 paid for a deep cleaning service scheduled for today 07/26. They never showed. The App shows the services were fulfilled, which is a LIE. I cannot reach anyone for a refund.

  Business Response

  Date: 11/13/2023

  Case #: 20381091
  Date Filed: 7/26/2023 5:31:10 PM
  Dear ***********************,
  I am reaching out from Amenify in response to your recent review on the ************************* website regarding the deep cleaning service scheduled for 07/26. We
  sincerely apologize for the inconvenience caused due to the no-show of our service
  provider and the subsequent issues you faced.
  It's concerning to learn that our app incorrectly displayed the service as fulfilled. This is
  certainly not the standard of service we aim to provide, and we are committed to
  investigating this matter to prevent such occurrences in the future.
  Regarding your request for a refund, we are ready to assist you with this. However, we
  have encountered difficulty locating your details in our database. To ensure a swift and
  accurate processing of your refund, we kindly request you to contact us directly at
  ************************************ with your service details.
  Your satisfaction and trust in our services are of utmost importance to us. We are eager
  to resolve this issue to your satisfaction and hope to continue serving you better in the
  future.
  Thank you for bringing this to our attention, and we look forward to hearing from you
  soon.
  Warm regards,
  Nitin
  Manager - Social Reputation
  Amenify

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20381091
  
  I am rejecting this response because: my refund was short by $10, but if thats how you do business its not going to be successful. To all reading this: DO NOT USE THIS BUSINESS.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/01/2023

  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.

  Today, May 1, we scheduled Amenify to be at our apartment to clean. We paid $156 and received confirmation emails. The business committed to a deep clean of our home. Amenify told us ***************************** would arrive to clean our apartment, but never gave us a time. I reached out to the cleaner and the company and no one has responded or shown up.I started a chat with Amenify asking why no one showed up. **************** joined the chat then left the chat without saying anything.Receipt #****-3626 This business is completely fraudulent.

  Business Response

  Date: 05/01/2023

  Hi there!

  We thank you for bringing this into our attention. We checked the customers info on our system to see what happened. Earlier today, we had a technical problem with our chat. As seen on the screenshot, resident did not leave email/contact info so we were unable to send a follow up email. With the info you have provided us, we checked our system if the customer reached out to us on our other channels, (we have email, SMS and Phones) and we did not get any messages from the resident.

  We usually do not give out a specific timing of service during the day since our cleaning pros will be handling multiple cleans per property. These cleans happen during the business hours of their leasing office. This is on our FAQ'S : *****************************************************************************************************************************

  Although on the day of the appointment, we can try to request from the service pro if they can provide. Which was unfortunate for today since again, we were having issued with our chat. And we are truly sorry for that but we have then fixed this channel.

  We checked on our system and this appointment is completed at around 1:59PM MST (Screenshot attached) we also confirmed this with the cleaning pro.

  The price for the service was $158.00 however, customer used a discount code which had $40 off, and they tipped $10 which was covered by their wallet credit. Let me know if there is anything else that I can provide.

   

  Respectfully,

   

  Wani Catan

  Amenify Concierge Manager

  Customer Answer

  Date: 05/01/2023

  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:01/31/2023

  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.

  They charged me for services that were never completed, and refuse to offer a refund

  Business Response

  Date: 11/13/2023

  Case #: 18959119
  Date Filed: 1/31/2023 2:01:12 PM
  Dear ***********,
  I hope this message finds you well. I am reaching out in response to your recent review
  on the Better Business Bureau website. We sincerely apologize for the inconvenience
  you have experienced regarding the charge for services that were not completed.
  At Amenify, we prioritize customer satisfaction and adhere strictly to our policies to
  ensure fairness and clarity in all our transactions. As per our cancellation and refund
  policy, customers are eligible for a refund in cases where services have not been
  rendered as agreed.
  To assist you further and process your refund, we kindly request you to contact us
  directly at ************************************* Unfortunately, we have encountered difficulty
  locating your details in our database. By reaching out to us via email, we can expedite
  the refund process and resolve this matter promptly.
  Please include your service details and any relevant communication or transaction
  information in your email. This will help us to swiftly identify your account and take the
  necessary steps to ensure your refund is processed without further delay.
  We appreciate your understanding and cooperation in this matter. Rest assured, we are
  committed to rectifying this issue to your satisfaction and improving our services to
  better serve you in the future.
  Warm regards,
  Nitin
  Manager - Social Reputation
  Amenify