Complaints

This profile includes complaints for Homeaglow's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Homeaglow

  600 Congress Ave Fl 14 Austin, TX 78701-3263

• 

  Homeaglow, Inc.

  2711 Centerville Rd Ste 400 Wilmington, DE 19808

• 

  Dazzling Cleaning

  Warrenton, VA 20187

• 

  HomeAglow Inc

  Las Vegas, NV 89137

• 

  Homeaglow

  Spring Valley, CA 91977

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:10/11/2024

  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.

  I got a promotional house cleaning from this company for 20 something dollars for 3 hours. No sooner than the cleaner had walked out of my home the app charged me a monthly fee of $54 something. I was aware that there would be an early termination fee for cancellation prior to 90 days but it never told me how much, and it was price gouging at $95. How am I charged a monthly fee immediately at the time of service, the website gives no information on how to reach anyone, I wanted to cancel the service last night when the cleaner didnt show up for the original appointment. I wasnt even given an hour to inspect the service that I was given before I incurred a second charge.

  Business Response

  Date: 11/12/2024

  Dear ******* ****,            
  
  This is our response to your complaint submitted on 10/10/2024 and was assigned an ID of ********.
  
  Im sorry to hear about your experience with Homeaglow. We take all feedback seriously and are dedicated to resolving any issues our customers face. We can assure you that we are striving to improve our service by proactively overseeing the performance of your cleaners and offering coaching and assistance to make sure that the poor experience does not happen again.
  
  On another note, I'm sorry to hear that the terms of your voucher was not clear to you. Please know that we've made every effort for the terms and conditions to be visible upon purchase and it was never our intention to mislead our customers. You agreed to these terms at purchase, which can be found on *****************************************************, as well as in our Terms of Service & Help Center.
  
  Unfortunately, due to your agreement to these terms during your voucher purchase, the ForeverClean membership charges are valid and non-refundable. But since we value you as our customer, we have added $111.42 credit which will automatically apply if you book another appointment. 
  
  If you have any further questions or concerns, feel free to let us know. 
  
  -****, Homeaglow Trust and Safety Team

• Initial Complaint

  Date:10/11/2024

  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.

  Ive attempted reach out to some one NO RESPONSE *********** sent a person to clean my house and I paid her only to find out I was getting charge also I immediately cancelled the membership now im still getting charged monthly fees and I can not get assistance with this

  Business Response

  Date: 11/13/2024

  Dear Shaikeem Price,            
  
  This is our response to your complaint submitted on 10/10/2024 and was assigned an ID of ********.
  
  I'm sorry to hear that the terms of your voucher was not clear to you. As per checking your account, we do not see any cancellations processed for your ForeverClean membership. Please know that we've made every effort for the terms and conditions to be visible upon purchase and it was never our intention to mislead our customers. 
  
  ForeverClean memberships can be cancelled at any time, but if you were to cancel now, it would be before ******* paid months (November 17, 2024) & will result in  your first cleaning (on October 17, 2023) being charged at full price ($218.68). You agreed to these terms at purchase, which can be found on *********************************************************, as well as in our Terms of Service & Help Center.
  
  Unfortunately, due to your agreement to these terms during your voucher purchase, we are unable to cancel your ForeverClean without charging the Early Termination Fee and the ForeverClean membership charges are valid and non-refundable. But since we value you as our customer, we have applied the following adjustments to your account:
  - Reduced your ForeverClean membership from $49.00 to $36.75/mo (a 25% reduction, taxes may apply as well)
  - Reduced your minimum commitment term from 6 paid months to 4 paid months
  
  If you still want to cancel, click here: ************************************************
  
  If you have any further questions or concerns, feel free to let us know. 
  
  -****, Homeaglow Trust and Safety Team

• Initial Complaint

  Date:10/10/2024

  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.

  Homeaglow has been running a campaign promising a 3-hour cleaning voucher for $19. I purchased the voucher for $19 on October 8th. I scheduled a cleaning. The person showed up today, and cleaned for 5.75 hours.Homeaglow sent me a message explaining that they needed to charge me for the difference, as the voucher only covered three hours. They charged me the regular rate, so I had additional charges hit my account of $35, $5.25, and $25 (which was a tip directly to the cleaner).They also charged me $49. When I went online to see what this was, they said that I had opted into something called ForeverClean, which requires six monthly payments of $49.***************************************************************************************************************************************************************************************************************************************************************** The checkout area to the right of the page has no mention of this ForeverClean charge, unless you scroll past the customer reviews, past the "Quality and Convenience" section, past the "How Homeaglow Works" section, past the "What's Included section", past the "Service Area" section, past the "As Seen In" section, and into the "About Homeaglow" under the fine print. The checkout area appears at the very top of the page, and it's incredibly easy to sign up for this by clicking "Get Clean".When I try to cancel, they want to charge me $190.12, in addition to the other $133.25 that I already paid for a "$19 cleaning voucher". This is classic bait-and-switch, and they are fully aware that they are deceiving the consumer.

  Business Response

  Date: 11/13/2024

  Dear ****** ******,            
  
  This is our response to your complaint submitted on 10/10/2024 and was assigned an ID of ********.
  
  I'm sorry to hear that the terms of your voucher was not clear to you. Please know that we've made every effort for the terms and conditions to be visible upon purchase and it was never our intention to mislead our customers. You agreed to these terms at purchase, which can be found on *****************************************************, as well as in our Terms of Service & Help Center.
  
  Nonetheless, we have received your payment dispute and we have responded to your refund request last October 13, 2024. Please refer to that email for more information.
  
  Rest assured, your ForeverClean was already canceled as of October 11, 2024 and there will be no monthly charges on your account moving forward.
  
  If you have any further questions or concerns, feel free to let us know. 
                                                                                                                                              
  -****, Homeaglow Trust and Safety Team

  Customer Answer

  Date: 11/13/2024

  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.
  

  Homeaglow issue a refund for the disputed amount.

  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:10/10/2024

  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.

  ************ charged for 4 hour voucher, then charged again even though no one has showed to clean or even drove down the street Company has also. Been reported to the bank

  Business Response

  Date: 11/13/2024

  Dear ******* *****,            
  
  This is our response to your complaint submitted on 10/10/2024 and was assigned an ID of ********.
  
  Im sorry to hear about your experience with Homeaglow. We take all feedback seriously and are dedicated to resolving any issues our customers face. We can assure you that we are striving to improve our service by proactively overseeing the performance of your cleaners and offering coaching and assistance to make sure that the poor experience does not happen again.
  
  As per checking, our customer support team was able to resolve your concerns. Please refer to the email we sent last October 15, 2024 for more information. 
  
  If you have any further questions or concerns, feel free to let us know. 
  
  -****, Homeaglow Trust and Safety Team

• Initial Complaint

  Date:10/10/2024

  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 tried canceling my subscription with them on their website, but I had an issue. So I emailed them to cancel after the 6 month commitment. They responded that was fine, but then came back later saying I had to cancel via the website again. So I got charged for October after I had already canceled. Their argument is that they sent a link for me to cancel (at the end of a really long email), which I didn't see because they were trying to sell me on staying after I already canceled.

  Business Response

  Date: 10/30/2024

  Dear ****** ********,
  
  This is our response to your complaint submitted on 10/10/2024, assigned ID ********.
  
  Im sorry for any confusion regarding your membership cancellation and refund request. However, please note that, as per your agreement during the purchase, the charges are valid and non-refundable. Like many subscription services, the ************ membership automatically renews each month unless canceled, regardless of service usage. We strive to clearly present the terms during the voucher purchase process, which you can review here: ***********************************************************;
  
  A reminder, along with instructions on canceling your membership after completing your minimum commitment term, was sent to you on 9/4/24. We can confirm that your membership was successfully canceled on 10/3/24.
  
  Additionally, your $37.25 credit remains valid on your account and will automatically apply to your next cleaning if you choose to schedule another appointment.
  
  I hope youll give us another try in the future. If youd like to book a cleaning, you can simply click this link: **********************************************
  
  - Crystal, Homeaglow Trust and Safety Team 

  Customer Answer

  Date: 10/31/2024

  Complaint: 22405330
  
  I am rejecting this response because:

  I had already canceled my membership and their counter to that is saying that I didn't cancel it twice. I had to tried canceling via the website initially but had an issue so I sent the email cancelation to which I received a response. It's not my fault their website had an issue. I shouldn't have to cancel a subscription twice. The email they sent regarding canceling again didn't say anything about canceling until the very last line. They were trying to be sneaky to get more money out of me. I wasn't looking for info on canceling because I had already canceled. 

  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:10/10/2024

  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.

  ****! Theyre advertising misleading customer. Once they got credit card information, they begin to charge you.I signed up for services with ******** but canceled all appointments after the first service as I was not satisfied with the quality. Following the cancellation, I was surprised to find that I had been charged a membership fee. At no point was I informed that I would be enrolled in a membership plan, and I did not agree to such charges. Additionally, no service provide by them since they charge membership fee.I also feel that your advertising was misleading, as it did not clearly communicate this membership requirement or fee. As a result, I respectfully request a full refund for the unauthorized membership fee.

  Business Response

  Date: 10/30/2024

  Dear ****** ****, 
  
  This is our response to your complaint submitted on 10/9/2024, assigned ID ********.
  
  I'm sorry to hear that the terms of your voucher was not clear to you. Please know that we've made every effort for the terms and conditions to be visible upon purchase and it was never our intention to mislead our customers.
  
  We have sent you an email last 10/10/2024 regarding the resolution we provided for your account.
  Rest assured, your ForeverClean was already canceled as of 10/10/2024 and there will be no monthly charges on your account moving forward.
  
  I hope youll give us another try in the future, so we've left a $10 credit on your account. If you need a cleaning, you can simply click this link: **********************************************
  
  - Crystal, Homeaglow  Trust and Safety Team 

• Initial Complaint

  Date:10/10/2024

  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.

  I went to the web site of Homeaglow as it is frequently advertised on TV to see about scheduling a home cleaning. The details of the scheduling and cancellation policy were not clear, and you have to click on several places to find any information .I assumed during my navigation on the site I would be able to cancel but this was not the case. I did not schedule an appointment. But upon contacting my bank I was told I was charged $20.00. When navigating the site about cancellation it says you are signed up for a 6-month plan and this was the reason I did not schedule an appointment. It seems you are signed up any way whether you schedule an appointment or not.There is a CHAT that you can click on, but nothing comes up enabling a chat.I want it in writing that I have no plan and do not want to be charged a cancellation fee. I do not want any charges made to my bank account. I want my $20.00 refunded.

  Business Response

  Date: 10/30/2024

  Dear ****** *****, 
  
  Thank you for your complaint submitted on 10/9/2024, assigned ID ********.
  
  I apologize for any confusion regarding the terms of your voucher. We strive to make our terms and conditions clear and accessible during the purchase process, and it was never our intention to mislead our customers. You can review the terms here: *****************************************************.
  
  I appreciate your patience as we addressed your concerns. On 10/10/24, we provided a self-refund link for your voucher, and I can confirm that your refund of $20.68 for the 3-hour voucher has been processed. While this refund has been completed on our end, please allow 5-10 business days for it to reflect on your card.
  
  Rest assured, you are not enrolled in any plan, and there will be no further charges to your bank account.
  
  If theres anything more we can do to assist you, please feel free to reach out to us at ********************************************************.
  
  - Crystal, Homeaglow Trust and Safety Team

• Initial Complaint

  Date:10/10/2024

  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.

  October 1st was a cancelled appointment by the cleaner at homeaglow. It was never rescheduled. Today, October 9, my card was charged 103 dollars stating that the cleaning was completed.

  Business Response

  Date: 10/30/2024

  Dear ****** *****,
  
  This is our response to your complaint submitted on 10/9/2024 and was assigned an ID of ********.
  
  Im sorry to hear about your experience with the cleaner assigned to you. Please know that we take the performance of the cleaning professionals on our platform seriously and have measures in place to address incidents like no-shows or unprofessional behavior. In your case, we have already addressed these concerns with the cleaner involved to help ensure a more positive experience in the future.
  
  I can confirm that your cleaner has already processed a refund for the 10/1/2024 and we have sent you an email last 10/10/2024  regarding the resolution we provided for your account. If you have additional questions or require further assistance, please dont hesitate to reach out to us at ********************************************************. 
  
  - Crystal, Homeaglow Trust and Safety Team

• Initial Complaint

  Date:10/10/2024

  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.

  9/30/2024 web request for house keeping services was done by Homeaglow representative ********. She was to change bed sheets & did so with sheet coming off edge in middle of night. She was to empty trash & leave by curbit was left in garage. She was to sweep/vacuum floors she used my ************** roll became caught on blinds string & she pulled out & now it will not work. She used her vacuum & had cat litter all over master bathroom *************** carpet. She was to mop all floors & only did center of all floors not picking up throw rugs, milk spill on floor by pet dish was left & nothing around commode was cleaned. Windows were heavily streaked on front door ************* splash untouched on bathroom mirror. She was to be here 3 hrs & showed up very early for 1.5 hr. I am handicapped senior citizen & do not believe effective work was completed. I cancelled online web request on 9/30/2024 @ 7:05pm after reviewing. I requested numerous times to talk with someone at ************ & could only leave voicemail & received an email. I had $19 & $49 withdrawals from my credit account on 9/30/2024 by Homeaglow. I want to ****** the web contract due to their nonperformance per web agreement. I prefer to not have a housekeeper that is barely surface wiping. Please keep $9 of the $19 for the 1.5hr show up, refund the $49 & fully cancel services. An email was sent to Homeaglow in detail with cancel request. I have pictures of bathroom area behind commode. Thank you

  Business Response

  Date: 11/12/2024

  Dear ***** ********,            
  
  This is our response to your complaint submitted on 10/9/2024 and was assigned an ID of ********.
  
  Please bear with us as we dont have a dedicated phone based support at this time. Rest assured our team is available 7 days a week to assist you with your concerns via email at ********************************************************. 
  
  Im sorry to hear about your experience with Homeaglow. We take all feedback seriously and are dedicated to resolving any issues our customers face. We can assure you that we are striving to improve our service by proactively overseeing the performance of your cleaners and offering coaching and assistance to make sure that the poor experience does not happen again.
  
  On another note, we have received your payment dispute for the charges on your account. To get updates regarding your dispute, please contact your bank directly. Rest assured, your ForeverClean was already canceled as of October 13, 2024 and there will be no monthly charges on your account moving forward.
  
  If you have any further questions or concerns, feel free to let us know. 
  
  -****, Homeaglow Trust and Safety Team

• Initial Complaint

  Date:10/09/2024

  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.

  Homeaglow canceled my appointment my appointment when the payment was declined, they also recharged my card and took the cleaning fee anyway.

  Business Response

  Date: 11/11/2024

  Dear ****** ****,            
  
  This is our response to your complaint submitted on 10/9/2024 and was assigned an ID of ********.
  
  Im sorry to hear about your experience with Homeaglow. We take all feedback seriously and are dedicated to resolving any issues our customers face.
  
  Please note that the reason why your appointments are automatically cancelled by the system is because your credit card on file is no longer valid or expired. In order to reserve your time slot with your cleaner, our system needs a valid credit card on file (which we protect using industry-leading 256-byte encryption). 
  
  On another note, we have received your payment dispute and we have responded to your refund request last October 13, 2024. Please refer to that email for more information. Rest assured, your ForeverClean was already canceled as of October 13, 2024 and there will be no monthly charges on your account moving forward.
  
  If you have any further questions or concerns, feel free to let us know. 
  
  -****, Homeaglow Trust and Safety Team