Business Profile

House Cleaning

Homeaglow

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in House Cleaning.

This business has 3 alerts

Pattern of Complaints

Read all 3 alerts

Complaints

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

Customer Complaints Summary

2,584 total complaints in the last 3 years.
1,757 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/16/2024
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 used the service on June 3rd 2024. The lady they send to clean my house didnt cleaned only wiped the counters. Floors and bathroom were still dirty when she left. I had paid for 3 hours she left after 2 stating she had another appointment. Tried the service again July 1st different cleaner this time it was a no show I was charged the cleaning fee even do she canceled on me. I called to cancel the service they billed me a cancellation fee. They are a horrible company. Date of experience: June 29, 2024 and July 1st. I also spoke to them on the phone explained that twice I had horrible service and I wanted to cancel I asked for them to waive the cancellation fee and also refund me the fee they charged me even no one showed up. They refused asking for one more chance. I told them I already gave them 2 opportunities and both times it was horrible.
Business Response
Date: 07/23/2024
Dear *******************************,

This is our response to your complaint submitted on 7/16/2024 and was assigned an ID of ********.

I am sorry to hear about your previous experience with your cleaners. Please know that we make sure to set standards for our cleaning professionals. Our system automatically records when cleaners cancel on clients or fail to show up for confirmed appointments, and we will be following up with these cleaners to underscore the consequences of their actions.

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.

But as per checking your account, your ForeverClean membership was already canceled as of July 4. You also have no upcoming appointments or cleaning plans. Rest assured that your card won't be charged unless you book a cleaning appointment on your dashboard.

On another note, we have received your payment dispute with your bank. For more information or updates regarding your dispute, please contact your bank directly.

I hope youll give us another try in the future. If you need a cleaning, you can simply click this link: **********************************************

- ****, Homeaglow Trust and Safety Team
Initial Complaint
Date:07/16/2024
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.
After my initial cleaning service the cleaning service solicited my service professional to book an appointment for a follow up, that I did not agree to. This locked me into a 6 month service contract which is ***** per month or ****** to cancel. This was not initiated by me, the client, was without my consent and my cleaning lady said she was offered ***** in compensation for setting up this appointment. I was charged *****, the first membership fee, upon the appointment being set without my consent.
Business Response
Date: 07/23/2024
Dear *************************,

This is our response to your complaint submitted on 7/16/2024 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.

ForeverClean memberships can be cancelled at any time, but if you were to cancel now, it would be before 5 paid months (December 15, 2024) & will result in your first cleaning (on July 15, 2024) being charged at full price ($170.00). You agreed to these terms at purchase, which can be found on homeaglow.com/deal, 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. But since we value you as our customer, we have applied the following adjustments to your account:
- Reduced your ForeverClean Membership from $49.00/mo to $41.65 ( tax may still apply)
- Reduced your minimum paid month commitment term from 6 to 5 which means you have only 4 paid months to go for the early termination fee to be waived.

If you still want to cancel, click here: **********************************************

I hope youll give us another try in the future. If you need a cleaning, you can simply click this link: **********************************************

- ****, Homeaglow Trust and Safety Team
Customer Answer
Date: 07/24/2024
Complaint: 21995274

I am rejecting this response because: The terms of service were not clearly stated and they are intentionally misleading.

Regards,

*************************
Initial Complaint
Date:07/16/2024
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 responded to an ad on social media for a three-hour cleaning for $19. My intention was to move forward with future cleanings every two weeks provided the initial cleaning was satisfactory. I understood at the time that future cleanings would cost more money. However, nothing in the advertising or text messages I subsequently made clear that there would be a $49 monthly fee, a 6-month membership, or a $154.25 early cancellation fee. After my initial cleaning on July 15, 2024, I added a $25 tip because the cleaner did a good job. I then received notice from my credit card company that Homeaglow charged me $49 with no email or text telling me what that was, and I was unable to determine what that was about until searching online and coming across hundreds of complaints from customers about this same fee. This is absolutely not okay, so I went to cancel my next scheduled cleaning, two weeks from now, and at that time, I found that I was being charged $154.25 as an early cancellation fee for a membership I was not aware that I signed up for. Once I cancelled that membership, I received an email that I am still enrolled in an every two-week cleaning schedule. There was no clear way to immediately cancel that. I ended up "skipping" the next two cleaning, but it's not clear to me if everything is now cancelled.This is fraud. I demand an immediate refund of the $49 "monthly" fee and the $154.25 early cancellation fee. That is a total of $203.25. Without that, I will be contacting the state's attorney general and my credit card company.I've included the initial email sent to me when I purchased the $19 voucher for my first cleaning. There's clearly no information about a monthly fee or early cancellation fee on that email, nor is there information about that on the page linked to in that email. Again, this is fraud.I've attached several communications with Homeaglow for reference.
Business Response
Date: 07/21/2024
Dear ***********************,

This is our response to your complaint submitted on 7/15/2024 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.

ForeverClean memberships can be cancelled at any time, but cancelling before 6 paid months (January 14, 2025) will result in your first cleaning (on July 14, 2024) being charged at full price ($154.25). You agreed to these terms at purchase, which can be found on homeaglow.com/deal, as well as in our Terms of Service & Help Center.

Unfortunately, due to your agreement to these terms during your voucher purchase, the charges on your account are valid and non-refundable. But because we value you as our customer, we have added $115 credits on your account which will automatically apply to your next cleaning if you book another appointment.

Rest assured, your ForeverClean was already canceled as of July 15, 2024 and your recurring cleaning plan was already canceled. This means that there will be no monthly charges and upcoming appointments on your account moving forward.

I hope youll give us another try in the future. If you need a cleaning, you can simply click this link: ***************************************************;

- ****, Homeaglow Trust and Safety Team
Initial Complaint
Date:07/16/2024
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.
This scheduling vendor is the absolute worst to deal with. I saw a commercial for cleaning services this past weekend on July 13, 2024, and signed up to have my home cleaned on July 19. After reading several reviews, I decided to cancel that scheduled cleaning and requested cancellation of ongoing membership. (1) There is no chat available on the homeaglow.com website. (2) There is no phone number provided on their website. (3) There is no email provided for customer service. I canceled the scheduled cleaning today. Per the terms appointments must be canceled 24 hours in advance and the membership plan can be cancelled at any time however, if canceled within the first six months, then you will be charged full price for the first cleaning your received. I never had a first cleaning. I do not want this membership. It is extremely unprofessional that they do not provide an option on their website to cancel the membership. I received a confirmation email that I had canceled the schedule cleaning. However, down at the bottom of the email, it notes that I still have a ForeverClean membership which will be billed at the rate of $49.00 per month. What does this company not understand about the fact that I do not want any future dealings with them?!
Business Response
Date: 07/23/2024
Dear *************************,

This is our response to your complaint submitted on 7/16/2024 and was assigned an ID of ********.

I am sorry to hear that you no longer wish to continue with the voucher you purchased. Please know that we do not offer chat or phone-based support, but you can always reach out to us via email at ********************************.

As per checking your account, I can see that your $79 6-hour voucher was already refunded last July 18, 2024. While this refund is immediate on our part, it can take 5-10 business days for the funds to reach your card.

Since we value you as our customer, we have issued a free 6 hour voucher on your account. Please note that a ForeverClean membership is also included on this voucher but the membership will only begin once your first cleaning using this courtesy voucher is completed.

I hope youll give us another try in the future. If you need a cleaning, you can simply click this link: **********************************************

- ****, Homeaglow Trust and Safety Team
Customer Answer
Date: 07/24/2024
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.

Regards,

*************************
Initial Complaint
Date:07/15/2024
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 signed up for the initial cleaning promotion. While that initial cleaning was adequate there was confusion with the subsequent cleaning which resulted in a no show despite probably 10 prior emails or texts confirming the appointment. In addition, when scheduling that next appointment there were additional charges embedded into the appointment besides the amount charged by the cleaner (which I was unaware of). I do not think those additional charges are listed transparently. From the beginning I did not feel comfortable proceeding with Homeaglow and I have initiated cancelling my plan. As a result my single, 3-hour home cleaning will have cost me: $19 initial payment, a $49 monthly fee and a very high $154.25 early exit fee. I dont think that it is right that you are locked into a contract even when no satisfied with the services.
Business Response
Date: 07/19/2024
Dear *****************************,

This is our response to your complaint submitted on 7/15/2024 and was assigned an ID of ********.

I understand you are requesting a refund for the charges on your account. Please know that we have made every effort to ensure the terms and conditions were visible upon purchase, and it was never our intention to mislead our customers.

Due to your agreement to these terms during your voucher purchase, we are unable to process a refund for the early termination fee of $154.25 and the $49.00 membership fee.

We also sent you an email on 7/17/2024 regarding the resolution we provided for your account.

Rest assured, your ForeverClean membership was canceled as of 7/15/2024, and there will be no further monthly charges on your account.

We hope you will consider giving us another try in the future. If you need a cleaning, you can simply click this link: **********************************************

- ******** Homeaglow Trust and Safety Team
Initial Complaint
Date:07/15/2024
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 tried to schedule a house cleaning and was sent a confirmation of the appointment and the fee was charge to my card. Mins later a message was sent that the card was no longer valid and that the appointment was canceled. I would like a refund of $79 but am finding hard to contact this Homeaglow's customer service.
Business Response
Date: 11/10/2024
Dear ********* *****,

This is our response to your complaint submitted on 7/15/2024 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 know that there are times that the system will process a pre-authorization on your card. This is simply your bank verifying funds are available for your upcoming appointment. No money has been debited from your card & pre-authorizations are automatically removed within 7 days. Your credit card is needed in order to reserve your time slot with your cleaner (we protect your card info using industry-leading 256-byte encryption).

Nonetheless, as per checking, our customer support team was able to resolve your concern last July 27, 2024. Please refer to that email 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:07/15/2024
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.
Greetings~I request help in acquiring refund from Homeaglow cleaning service. The website and how they describe vouchers/membership fees are misleading/confusing. I contacted them for initial cleaning only to clean inside stove and was informed of monthly membership fees and "Early Termination" fee.March 26, 2024, purchased a 3 hr voucher supposed to be free with new cleaning. My understanding was that it was for an initial cleaning only. On April 13, 2024, "****" cleaned inside of stove and outside of back of refrigerator. Although cleaning was supposed to be free I was charged for the cleaning: $59.00 I texted "****" and asked her to speak to company for reimbursement and said shewould. I was credited $59.00 I was informed via email from "****" that the membership per month was $49.00 although I did not want a membership because I only wanted an initial cleaning.Please note: I also sent numerous texts to "****" on her mobile phone prior to coming that I just wanted an initial cleaning and that I wanted to make sure that the cleaning was free. Numerous emails requesting that my money be refunded and membership canceled. Then I was informed via email that there would be an "early termination" fee!!!"Emma" replied: 1. Reduce monthly fee from $49.00/month to $24.50/month 2. Reduce membership from 6 months to 4 months.3. Issued 2hr. voucher apply to next appt "Early Termination Fee" in effect until Aug 13, 2024.3/27/2024: Charged $19.00 for voucher - cleaning was supposed to be free for new/initial cleaning 4/14/2024: Charged $49.00 for monthly membership fee 5/14/2024: Charged the reduced amount $24.50 6/14/2024: $24.50 7/14/2024: $24.50 Please contact company and I am requesting the following:1. Reimbursement $141.50 .2. Membership canceled immediately so no August fee.Thank you~
Customer Answer
Date: 07/21/2024

Greetings~

Please note the email that I just received on Sunday, July 21, 2024, from ****** at Homeaglow cleaning company. This response is not acceptable and my request is a complete refund. Please continue to speak with the company for me. I copied and pasted the email adjacent to my correspondence here.
***I did not respond to ******** email.***
>>>Please note: I do not want or need any additional cleaning help from this company. I only anticipated obtaining an INITIAL cleaning for the INSIDE of my stove.<<<
Thank you and I look forward to hearing back soon.
Best regards,
***** ********, RN, MS
************
Hi April,

This is **** of Homeaglow HQ.

I know that this was not the outcome that you wanted.

I understand that you would need a refund. As reference, ForeverClean is a membership that gives you unlimited cleanings starting at just $36.00 for 2 hrs (a $60.00 savings). Learn More: **********************************************

Based on your account history:
On March 26, 2024 4:06PM EDT, you purchased a 3 hour voucher, which included a ForeverClean Membership.
On April 13, 2024 12PM EDT, you got your cleaning with ****.
On April 13, 2024 12PM EDT, your ForeverClean Membership started.

However, you agreed to the terms when you initially signed up, which can then be revisited via: ******************************************************

As per the terms, the monthly fees are valid and non-refundable.

However, I understand that this is not what you expected so here's what I've done so you can get more out of your membership. I've added 2 FREE months to your membership which covers your membership until October 13, 2024.

With your updated terms, I'm hoping that you'll reconsider and book more cleanings. To help you out, here are 3 cleaners we recommend in Sturgis:
******* M
- Has a 5.0 stars rating
- Completed 65 appointments
- Has a high reliability history

***** W
- Has a 5.0 stars rating
- Completed 23 appointments
- Has a high reliability history

******* D
- Has a 5.0 stars rating
- Completed 23 appointments

To view their profiles, click here: **********************************************

If you still want to cancel, click here: **********************************************

- ***** Homeaglow HQ
Business Response
Date: 11/10/2024
Dear ***** ********,

This is our response to your complaint submitted on 7/15/2024 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.

ForeverClean memberships can be cancelled at any time, but cancelling before 4 paid months (October 13, 2024) will result in your first cleaning (on April 13, 2024) being charged at full price ($138.50). 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 $36.75 credits on your account which will automatically apply if you book another appointment.

Rest assured, your ForeverClean was already canceled as of August 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: 11/11/2024
Complaint: 21991811

I am rejecting this response because: Request reimbursement for membership fees
Greetings~
I still believe that it was very misleading as I made it very clear in emails, texts and phone conversations that I ONLY NEEDED AN INITIAL CLEANING, NOT an ongoing membership.
My budget is very tight and I ended up sending monthly "membership" dues in that I never wanted as ongoing membership. I still request reimbursement for the membership fees.
Thank you and I look forward to hearing back soon.
Best Regards,

***** ********, RN
Business Response
Date: 11/25/2024
Dear ***** ********,

I understand that you still want to get a refund for the ForeverClean membership on your account.

Unfortunately, due to your agreement, theres nothing more we can do. We have added $36.75 credit on your account 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
Customer Answer
Date: 11/25/2024
Complaint: 21991811
Thank you for your continued help.
I am rejecting this response because:
I made it very clear in phone calls, emails and texts that I only needed an initial cleaning. The company has not been able to answer my question as to how they process a single cleaning. For example, if somebody is moving out of an apartment and only needs a single cleaning.
Please note that I received more correspondence recently from ****** from Homeaglow and I continue to request the membership fees be reimbursed; however, ****** continues to talk around and will not answer my question directly. She did respond in the email that the company provides a single cleaning; however, will not respond on how to process that service. Again, I made it very CLEAR and TRANSPARENT via telephone calls, texts and emails that I ONLY WANTED A SINGLE CLEANING.
The website is very misleading and fraudulent.

In good faith and ethical business practices, I continue to request a total refund of the membership fees which is appropriate and will be appreciated.
Thank you again for your help and I look forward to hearing from you.

Best regards,
***** ********, RN
Initial Complaint
Date:07/15/2024
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 ordered cleaning service for my home July 13, 2024. The cleaning Agent ***** showed up with her sick one yr old baby, who cried for over two hours. ***** in three hours left without cleaning my living room/dining room, did partial cleaning in two other rooms, and left being very beligerant to me. HomeAGlow has charged me three times now, $39.99 on 7/2, $49.99 on 7/13, and $134.25 on 7/14. I was to have monthly cleaning at $39.99. I have had one failed cleaning on 7/13. I was to have my second cleaning on 8/10. After seeing the second charge on 7/13, I cancelled my service. Their cancellation policy is to charge the full amount for the service provided. However, they have now charged me three times. There is no 800 phone number. You can't call or chat with them. I have communicated via their website of all issues. They have not responded once to me, other than billing me three times. I have called my bank, Truist, and filed a fraud report. Two of the charges, $49.99 and $134.25 are pending. I have to call Truist back when they clear, to dispute those specific charges. I have advised HomeAGlow via their website I was going to contact you. This company is advertising all over television. But, you can't reach them via phone or chat, they have subsequently failed to communicate to me. I advised them directly after the failed incomplete cleaning on 7/13, and subsequently of the charges and no response. This is NOT a good company. I have never filed with the BBB before, but feel justified in this situation. Please advise where this goes from here.
Business Response
Date: 07/21/2024
Dear *******************,

This is our response to your complaint submitted on 7/15/2024 and was assigned an ID of ********.

I understand that you would like to contact customer support via phone call. However, please be informed that we currently don't offer phone support but you can reach out to customer support via email ********************************** 7 days a week.

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.

Here's the details of the charges on your account:
- $39 - 4-hour voucher purchase
- $49 - ForeverClean membership that covers through Aug 13, 2024
- $134.25 - Early Termination Fee

ForeverClean memberships can be cancelled at any time, but cancelling before 6 paid months (January 13, 2025) will result in your first cleaning (on July 13, 2024) being charged at full price ($134.25). You agreed to these terms at purchase, which can be found on homeaglow.com/deal, as well as in our Terms of Service & Help Center.

Unfortunately, due to your agreement to these terms during your voucher purchase, these charges are valid and non-refundable. But since we value you as our customer, we have added $100 credits on your account which will automatically apply to your next cleaning appointment.

I hope youll give us another try in the future. If you need a cleaning, you can simply click this link: **********************************************

- ****, Homeaglow Trust and Safety Team
Customer Answer
Date: 07/22/2024
Complaint: 21989811

I am rejecting this response because:
it was unprofessional to bring a sick baby to a cleaning appt, and not complete cleaning the house during that time due to attendence to a crying baby. My living room and dining room were not cleaned at all...other rooms were not complete in cleaning or wiping down furniture. HomeAGlow refused to credit me any monies at all for being unprofessional and incomplete. What they did finally offer me via a phone call from a manager at ************* was returning the cancellation charge, and resuming monthly cleaning. No credit was being given at all or offered for incomplete/unprofessional first appt. The $10 credit they stated was for next visit to be 4 hrs, not 3 hrs. No where did it say there was a monthly charge for having this service of $49.99. This is a scam, and as unprofessional a company that I have ever been witness and victimized by. Their advertisement of $19 a cleaning is not valid at all! And to not even consider any refund for the first visit shows what a scam it is.

Regards,

*******************
Business Response
Date: 07/29/2024
Dear *******************,

We're truly sorry about your previous experience with your cleaner. 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. This being said, we have blocked ***** from claiming your future appointments and we will also follow up with her to underscore the consequences of her actions.

Homeaglow's Resolution Process gives you the right to formally request a partial refund from ***** up to 72 hours after the appointment time has passed. This option was available on your dashboard up to 72 hours after the appointment time has passed. Unfortunately, you did not file your refund request in time.

I see you've left a review for your Cleaning Professional, which will help document your side of the dispute, and allow future customers to take your experience into account when choosing their cleaner.

On another note, 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.

The ****** voucher you purchased for $39 included ForeverClean membership with a $49 monthly membership fee. ForeverClean memberships can be cancelled at any time, but cancelling before 6 paid months (January 13, 2025) will result in your first cleaning (on July 13, 2024) being charged at full price ($134.25). You agreed to these terms at purchase, which can be found on homeaglow.com/deal, as well as in our Terms of Service & Help Center.

While I'm unable to refund your monthly membership, we went ahead and issued you a credit amounting to $100. This credit can be applied towards your upcoming cleaning appointment and your remaining 1-hour voucher will also apply. Although there's no further action I can take, I encourage you to utilize this credit for your next service. And as a courtesy, you can still enjoy your ForeverClean benefits through August 13, 2024.

I hope youll give us another try in the future. If you need a cleaning, you can simply click this link: **********************************************

- ****, Homeaglow Trust and Safety Team
Customer Answer
Date: 07/30/2024
Complaint: 21989811

I am rejecting this response because:
I made every effort to contact HomeAGlow after the totally unprofessional cleaning I had by your company. I sent multiple complaints to you without any response back. You do not publish any number to call, nor do you have any acknowegement of receiving my complaints. Obviously, the option to cancel my services cost me a lot more money, which defeated my entire reason to hire you in the first place. When I did receive something from you, it was for future cleaning. NEVER did you option refunding, actually refunding me money for a partial cleaning with a screaming baby. What kind of business ethic is this? You advertise all over television of a $19 cleaning, which was never the case. For one failed cleaning, it cost me over $200. Again, any professional, ethical company would acknowledge their failure, and consider it GOOD BUSINESS to compensate the customer by an actual refund. Why would I ever want your service again, and keeping paying you money? This situation left me with an uncleaned home, stress, and continual attempts to resolve this. Your unprofessional handling of this cost me more money than I can afford. Your resolve is both unprofessional and unethical. I do not accept your response.

Regards,

*******************
Initial Complaint
Date:07/15/2024
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.
Like all others, I just opted for a 20$ service. There were no terms and conditions mentioned in the ad. And all of a sudden money started to debit from my account. I had a 52$ debit from my acc and 154$ from my acc. This are the worst business practices which I have ever experienced. There is no customer care for the company to contact. They typically reply to the * mail. I see everyone in their complaint addressing the same is***. This is the right time to *** them.
Business Response
Date: 07/21/2024
Dear ****** Naga ***************************,

This is our response to your complaint submitted on 7/14/2024 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.

ForeverClean memberships can be cancelled at any time, but cancelling before 6 paid months (January 10, 2025) will result in your first cleaning (on July 10, 2024) being charged at full price ($154.01). You agreed to these terms at purchase, which can be found on homeaglow.com/deal, as well as in our Terms of Service & Help Center.

Unfortunately, due to your agreement to these terms during your voucher purchase, the charges on your account are valid and non-refundable. But since we value you as our customer, we have added $77 credit on your account which will automatically apply to your next cleaning if you book another appointment.

I hope youll give us another try in the future. If you need a cleaning, you can simply click this link: **********************************************

- ****, Homeaglow Trust and Safety Team
Initial Complaint
Date:07/15/2024
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 had a horrible experience, I signed up on 7/3/24 because Im 36 weeks pregnant, they charged me $20.59 for subscription fee. I booked cleaning for 7/7/24 for 3 hours, I wanted to see how the whole process went. The cleaner came in on time, i instructed him on what to do. I had an errand to run so I left the house. I saw him on the camera leaving 20 mins early. When I got home, everything was the same, bottles on the floor, bathroom and kitchen not cleaned, bedroom the same. Not even one space was cleaned properly. I tried reaching out and their customer service number I saw online was not working. I searched for them on ******* to see if I could get someone from the company to engage with me, and I couldnt find them. They had already charged me $53. 10. I canceled my services and they went ahead and charged me $187.64 early termination fee. So in essence I paid over $250 for no service.
Business Response
Date: 07/21/2024
Dear *****************************,

This is our response to your complaint submitted on 7/14/2024 and was assigned an ID of ********.

I am sorry to hear that *******'s cleaning did not meet your expectations. Because of what you experienced, I've blocked ******* from accepting any of your future appointments.

We've also started the resolution process to make it right, here's what will happen:

1. Your review has been posted on your cleaner *******'s profile so they are notified of your concern.
2. This also helps inform future customers when choosing their cleaner.
3. Your cleaner ******* may follow up to help make it right. Your cleaner *******'s payment was processed automatically upon their completion of your appointment. Nonetheless, your Cleaning Professional will have the ability to offer a partial fix up at no charge or a partial refund at their discretion.

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.

ForeverClean memberships can be cancelled at any time, but cancelling before 6 paid months (January 7, 2025) will result in your first cleaning being charged at full price ($187.64). You agreed to these terms at purchase, which can be found on homeaglow.com/deal, 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 on your account are valid and non-refundable. But since we value you as our customer, we have added $140 credits on your account which will automatically apply to your next cleaning if you book another appointment.

I hope youll give us another try in the future. If you need a cleaning, you can simply click this link: **********************************************

- ****, Homeaglow Trust and Safety Team

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

This business has 3 alerts

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Homeaglow is NOT a BBB Accredited Business.