Business Profile

House Cleaning

Homeaglow

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Pattern of Complaints

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Complaints

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

Customer Complaints Summary

2,581 total complaints in the last 3 years.
1,759 complaints closed in the last 12 months.

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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:07/12/2024
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.
They market a "***** cleaning." In order to get this, they sign you up for a reoccuring monthly subscription of ***** to have access to use a discounted cleaning service. After my first cleaning and realizing that the cleaner hooked up to my blutooth/ smelled like marijuana, I simply ended the subscription on their website. That was October. November 1, December 1, January 1, February 1, March 1, April 1, May 1, June 1, and July 1 I was continuously billed $***** a month despite never using the service and cancelling. It is impossible to find a customer service contact, and when I did find one, she offered me a $10 credit to their website. They changed their billing name to Homeaglow and billed me $***** again. Very predatory and if I was attacked by them, there are thousands of old people being billed monthly for no service provided.
Business Response
Date: 08/06/2024
Dear Jack ****************************** is our response to your complaint submitted on 7/12/2024 and was assigned an ID of ********.

We appreciate you for bringing this incident o our attention. Your safety is our top priority, and we take these reports seriously. We have started an investigation into the matter and will take the appropriate action regarding your report.

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 dazzlingcleaning.com/deal, as well as in our Terms of Service & Help Center.

We have received your payment dispute and we have responded to your refund request last July 13, 2024. Please refer to that email for more information.

Rest assured, your ForeverClean was already canceled as of July 3, 2024 and there will be no monthly charges 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:07/11/2024
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 hired homeaglow in June they charging fees that they didn't tell me about $12 service charge plusthey charge $49 for the month of July and the people that come and clean never show up or they keep changing the time and the date I'm frustrated I don't need their service and I want them to go away they have my credit card number and they continue say they will continue to charge me I want them to stop. They have no insurance and they guarantee nothing ************ is a scam
Business Response
Date: 07/17/2024
Dear *****************************,

This is our response to your complaint submitted on 7/11/2024 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.

Also, 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.

ForeverClean memberships can be cancelled at any time, but if you were to cancel now, it would be before 5 paid months (November 26, 2024) & will result in your first cleaning (on June 26, 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, 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:
1. Added $30 in credits to your account that will automatically apply to your next appointment.
2. Reduced your ForeverClean membership from $49 to $41.65/mo.
3. Updated your minimum ForeverClean months from 6 to 5 paid months.

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: 07/18/2024
Complaint: 21973902

I am rejecting this response. They already charged me $49 while no service
Received for the period.they also charge me $19 for first cleaning. They can keep the money. I have close my credit card. I have read many unhappy customers complaints. Tell them Goodbye!
Regards,

*****************************
Initial Complaint
Date:07/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 7, 2024, I was lured by an Instagram ad for a discounted home cleaning service by Homeaglow. The ad offered a 3hr cleaning for $19. I clicked on the ad and proceeded to a timed form to secure an appointment. The form emphasized a full refund if I didn't book the cleaning. However, buried within the fine print, I unknowingly agreed to a monthly subscription service of $54.Even more concerning was the hidden clause requiring payment of the full initial cleaning price (advertised as $19, but later revealed to be ~$200) if I canceled the subscription before 6 months. This deceptive practice essentially locked me into a service I never intended to subscribe to.Despite my attempts to resolve the issue directly with Homeaglow, my efforts have been unsuccessful. I have sent about 10+ emails expressing my desire to cancel the subscription entirely, as I was misled into signing up. The company responded by offering a reduced subscription price of $39.78/month and a shortened commitment of 5 months. However, this doesn't address the core issue I never intended to subscribe in the first place.Feeling obligated due to the deceptive subscription terms, I proceeded to book two cleanings with the service. Unfortunately, both of them were subpar, with late arrivals and unsatisfactory results. This further highlights the misleading nature of the advertised service.Furthermore, upon researching online reviews, I discovered a concerning pattern. A total of 345 reviews mentioned similar experiences of being tricked into subscriptions through misleading advertisements and hidden fees. This suggests a widespread deceptive practice employed by Homeaglow. In total, I have paid the company $184.39 to date.I kindly request the BBB's intervention in obtaining a full refund of the subscription fees I have paid to date.Attached: A screenshot from my credit card app showing the transactions, and emails with Homeaglow.
Business Response
Date: 07/17/2024
Dear **********************,

This is our response to your complaint submitted on 7/11/2024 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.

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 membership fee from $49.00/month (before tax) to $24.50/month (before tax).
Reduced your minimum commitment term from 6 to 5 paid months. I have upgraded your voucher to 2-hour FREE cleaning that can be applied to your next cleaning appointment.
Upgraded your voucher to a 2-hour FREE cleaning that can be applied to your next cleaning appointment.
We've waived your next month's ForeverClean membership fee. Your free period is now in effect, so you're enjoying your ForeverClean discount totally free through September 14, 2024!

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
Initial Complaint
Date:07/11/2024
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.
This website advertises cheap and discounted cleaning services but charges double the cleaning price and does not provide that amount to the cleaners. They advertise the first cleaning to be only $19 total for three hours but charges exorbitantly high hidden fees for subsequent cleanings which becomes obvious when people try to cancel. They charge $36 per hour for cleaning service. But on top of that they charge $40 per hour for platform services. The website or their app platform is not coming to my apartment to clean along with the cleaner. So what is the point of charging per hour platform fee! Further, on top of everything, they charge a monthly fee of $49. They also hold you in a binding agreement for 6 months after the first cleaning. Several other websites such as thumbtack and Yelp help people find cleaners, but they do not charge per hour platform fee, and neither do they trap people into a binding contract. The per hour platform fee is unreasonably high and unwarranted and so is the additional monthly fee. The same 3 hour cleaning by the same cleaner typically costs around $120. But with this website it comes out to be $260! The customers cannot cancel it for 6 months and end up paying this amount every month. This website resorts to unfair practices and gimmicks to lure people into their binding contract to make money. There is no need for this malpractice to continue. This business should be discontinued to save other people. Further, everyone who has reviewed them on ****** in the ******* area have similar concerns. This website exploits cleaners and households both. They should refund my money and shut down their business. A class action lawsuit is required to provide settlement to other people also.
Business Response
Date: 07/17/2024
Dear *******************,

This is our response to your complaint submitted on 7/11/2024 and was assigned an ID of ********.

I'm sorry to hear that the terms of the ForeverCLean membership were unclear. 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.

As per checking the voucher you purchased, it came with a ForeverClean membership that started after your first completed appointment. 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.

Rest assured, your ForeverClean was already canceled as of July 9, 2024, and there will be no monthly charges 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

Customer Answer
Date: 07/18/2024
Complaint: 21971323

I am rejecting this response because:

This company charges an hourly fee for using their platform which is their homeaglow app or website. This is ridiculous beyond imagination. The app is only used once to find the cleaner. The app does not come to my home along with the cleaner. Neither does the app cleans my place along with cleaner. It is completely unjustifiable that they charge an additional fee per hour which is almost the same as the cleaner fee, simply for using their website which they call platform. So they are charging double the amount that the cleaner would have charged. We live in an Internet era and use several websites for various services. Think of any website which uses an hourly amount simply for browsing them once???!!! On top of that they charge a monthly fee of $49 and say that this is the membership fee to provide cleanings at a reduced rate, when in fact their cleanings cost more than double the rate the cleaner would have charged. This company is fraud and it lures customers by faulty advertisements and gimmicks. This company should be shut down and a class action lawsuit is warranted against this company.
Regards,

*******************
Initial Complaint
Date:07/11/2024
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.
Moving to a new apartment, I needed A ONE TIME CLEANING of my old unit to get the security deposit. So, I happened upon the company's advertisement and decided to book a cleaning service for the empty unit which was partially clean by $19 voucher. The cleaner decided to reschedule on her own without asking me first. But then came and did a very good job. And charged me hourly (35$)However, during this process, I was unaware that I was agreeing to a 6-month contract on 49$ monthly subscription. There was no where on the website mentioning about this. This appears to be a case of misleading advertising. I just realized that when I have been charged automatically!!!Additionally, when I tried to cancel the contract that I was not aware in the first place, it stated that I have to pay 198$ as early termination fee to cancel!!!!!!!!!!! I want not only my contract ended, but the monthly subscription fee taken from my account without my consent back.
Business Response
Date: 07/17/2024
Dear *********************************,

This is our response to your complaint submitted on 7/11/2024 and was assigned an ID of ********.

I'm sorry to hear that the terms of your voucher were 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.

Based on your account history:
On May 28, 2024 10:07AM PDT, you purchased a 3 hour voucher, which included a ForeverClean Membership.
On May 30, 2024 12:30PM PDT, you got your cleaning with ********.
On May 30, 2024 12:30PM PDT, your ForeverClean Membership started.

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.

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 July 12, 2024, and there will be no monthly charges 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
Customer Answer
Date: 07/20/2024
Complaint: 21972769

I am rejecting this response because:
1- Any subscription/membership offer of any kind must be placed on the website main page or somewhere visible to the viewer not hidden in the term o services.
2- In all the emails I have from you since the start of our business, there is nowhere mentioning about the subscription or forever clean or whatever else you call it. Not a word. I did not even know the subscription exists until I have found out recently in the complains.
3- When I requested the service at the beginning, in my account on your website, you sent me a table mentioning that I have 103$ discount for the 3 hours service I requested. While my subscription cancelation fee is 198$ which according to you is the discount you gave me for the cleaning. According to the table you sent me the discount was 103$ NOT 198$. So again, you are lying. And I know none of that 198$ goes to ********.
4- When I realized you are going to charge me for the subscription cancelation, I did not attempt to cancel and pay the money until the dispute is settled. But you went ahead and canceled my subscription unilaterally and doing so, tried MULTIPLE TIMES to charge me 198$. Thankfully I blocked any transaction from your side through my bank and your multiple attempt failed.
5- What you are doing is predatory subscription and fraudulent business AND IT MUST BE STOPPED. You must change your website and place the subscription on the main page for everyone to see before they start to do any business with you. Just look how many people have the same problem with the way you run this shady business. STOP THIS FRAUD.
For all the reasons above and many more, I REJECT YOUR BUSINESS RESPONSE.

*********************************
Business Response
Date: 07/28/2024
Dear *********************************,

I am sorry to hear that the terms were not clear to you. Again, it was not our intention to mislead our customers and these terms were clearly stated on our website during your voucher purchase. You may refer to the attachment on the email we sent you last July 27, 2024.

ForeverClean memberships can be cancelled at any time, but cancelling before 6 paid months (November 30, 2024) will result in your first cleaning (on May 30, 2024) being charged at full price ($198.50). You agreed to these terms at purchase, which can be found on homeaglow.com/deal, as well as in our Terms of Service & ************ Your ForeverClean cancellation is on pending status due to your credit card on file ending in 6069 is no longer valid or expired. Update your card information here: **********************************************

For your reference, $198.50 is the difference between your 1st cleaning's full price without your ForeverClean discount $252.00 (($30.00 cleaner + $30.00 platform)/hr x 4 hrs + 5% transaction fee) and your voucher-discounted price $53.50 ($19.00 voucher cost + $34.50 price of job hours not covered by voucher - $0.00 credit card refund). Please note that even though you initially paid for $19 on your 3 hour appointment, your cleaner still received her full pay for 3 hours based on her hourly rate.

Hope this clears things up for you. If you have any further questions or concerns, please feel free to let us know.

- ****, Homeaglow Trust and Safety Team
Initial Complaint
Date:07/11/2024
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 was charged $30.00/hr platform charge after I was charged $35/hr at the cleaners rate. I have no issue paying the cleaners rate but to be charged $30/hr for the platform also is ridiculous and I would like to be refunded. Also had to pay $13.00 fee for the use of the platform.
Business Response
Date: 07/17/2024
Dear ***********************,

This is our response to your complaint submitted on 7/10/2024 and was assigned an ID of ********.

I understand that you have concerns regarding the additional fees on your July 10 appointment. As per checking your account, your ForeverClean membership was canceled last June 16, 2024. Because of this, your July 10 appointment was invoiced without the ForeverClean membership discount.

For ForeverClean members, the platform fee (which covers the cost of ads, promotions, website engineering and maintenance, 3rd party service providers, and the customer service team) is not included to the total cleaning cost. On the other hand, for non-ForeverClean customers, both platform fee and transaction fee (refers to the charged amount to provide convenient online booking and accept secure credit card payments) are added to the total cleaning price.

To view the invoice of your July 10 appointment, which you can print or save to your computer:
1. Go to your dashboard: **********************************************
2. Select your July 10 appointment
3. Scroll down and click 'Payment details'

Unfortunately, since the cleaning was completed and you were able to receive the service, we are unable to process a refund for the additional fees.

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:07/11/2024
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 cancelled my subscription with this company after 1 cleaning that was awful back in April. It is now July 1st and they charged me again for $49 and are saying to get out of my subscription an additional charge of $151 will be charged. They are completely lying about this and I want my money back dating back to April. This is a complete scam. When I go online to cancel now it brings up a box that say I can not cancel because of bad credit card info and they want me to renter card information. Which I obviously will not do! Please help me with this company trying to force people to continue paying.
Business Response
Date: 07/17/2024
Dear *************************,

This is our response to your complaint submitted on 7/11/24 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 ******* paid months (October 13, 2024) & will result in your first cleaning (on April 13, 2024) being charged at full price ($151.10).

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:

1. Reduced your membership fee from $49.00/mo (before tax) to $36.75/mo (before tax).
2. Reduced your minimum commitment term from 6 to 5 paid months. Only 3 paid months remain and the term will be fulfilled.
3. Upgraded your $20 credits into a FREE 1-hour cleaning voucher which you can utilize for your next appointment.

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
Initial Complaint
Date:07/10/2024
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.
I went online to schedule their services. I wanted someone to come out and rearrange my cabinets. They just keep cancelling. They were supposed to come today but now they want to put it out to Saturday. This has been going on since June 28, June 30th, July 5 and July 11. They want to come on July 13th but I know they won&#**;t show up. They are only showing 2 cancelled appointments. I can&#**;t get a hold of them to talk to them about this. I would like a refund and the contract cancelled.
Business Response
Date: 07/17/2024
Dear *************************,

This is our response to your complaint submitted on 7/10/2024 and was assigned an ID of ********.

I am sorry to hear about your previous experience in booking an appointment using your voucher. As per checking your account history, your appointment was rescheduled because no cleaner was able to accept your request. We can assure you that we are continuously striving to improve the our service and we are adding more cleaners daily to ensure that we are able to accommodate your cleaning needs.

As a courtesy for the inconvenience this has caused you. we've issued you a $25 credit in case you need cleaning beyond your 3-hour voucher. Otherwise, it will be applied automatically to your next appointment.

If you still want to refund your CMEG-VEFR-RECM-JSAC voucher, click here to get started: *******************************************************************************

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:07/10/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I Have had NO luck with HomeAGlow Scheduled them for their initial clean for 19$. It was a No-Show. Well, I left a rant, and they reschedule. Peachy....That was to have occurred yesterday between 10 and 11. HOWEVER, despite several texts assuring me that the cleaner was coming. I was yet again left with NO cleaner. I can't REALLY comment on the quality ....because I have NOTHING to rate! I Can say that my satisfaction is ZERO! I was charged for a service I did NOT receive!!! and a far a posting a "Star" rating It REALLY should be NO stars!!!
Business Response
Date: 07/17/2024
Dear *************************,

This is our response to your complaint submitted on 7/10/2024, assigned ID ********.

We sent you an email on 7/13/2024 regarding the resolution for your account. The ****** voucher you purchased has been fully refunded as of 7/13/2024.

We hope you'll 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:07/10/2024
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.
I started a contract with Homeaglow in April 2024. I set up to have a cleaner come every 2 weeks, for a six hour clean each time. The first cleaner did not show up, and did not answer my texts. I had another cleaner show up with 2 other women, and cleaned for 2 hours did a horrible job and left my hardwood floors soaking wet. She was scheduled again, and contacted me 2 hours after she was to arrive and said her car broke down. She was replaced by another lady who did not show up and said my house was to far for her to drive, and she was not compensated for gas. Homeaglow rescheduled me again, and less than 24 hours before arrival I received a text that she was not coming, and was out of town for her mother's surgery. They have consistently canceled and there is no way to talk to anyone on the phone. I would like reimbursed the $51.00 a month I have paid for their cleaning plan, that they charge over and above the cleaning fee. In addition I would like is to have my contract ended with no early exit fees for canceling. They want me to pay $285.00 to end the contract early. This company is unprofessional and when I have sent a message through their help center, it is never answered.
Business Response
Date: 07/17/2024
Dear *******************,

This is our response to your complaint submitted on 7/10/2024 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.

ForeverClean memberships can be cancelled at any time, but if you were to cancel now, it would be before 5 paid months (October 8, 2024) & will result in your first cleaning (on May 8, 2024) being charged at full price ($283.58).

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 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:

1) I've reduced your ForeverClean membership from $49.00 to $36.75 per month, plus taxes if applicable (A permanent discount!)
2) Reduced your membership's minimum commitment term from 6 paid months to 5.
3) Issued 1 FREE membership month covering your ForeverClean benefits until September 8, 2024!
4) We've topped up your account credits to $51.94, which will automatically apply to your next appointment.
5) Isued a FREE 2-hour voucher which will automatically be applied to your next appointment

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: 07/19/2024
Complaint: 21967612

I am rejecting this response because:
After I filed the complaint I was contacted by a cleaner to schedule another cleaning. I accepted the date and we texted back and forth and even spoke on the phone. I then received random appointments from 3 other cleaners, all on different days, telling me they were coming to clean. I let them know I had excepted ****** as my cleaner. ****** then let me know that my appointment was canceled but if I wanted her to come clean, she was still available. I texted her back and said, yes please come clean.I heard nothing back so I texted her again, saying please come clean. The appointment day and time arrives and guess what, No cleaner arrives. This company is just wasting my time. I can't keep rearranging my schedule to wait for someone that never shows up! Their offer of discounts doesn't do me any good if no one shows up! All I want is to be done with this company and their empty promises.

Regards,

*******************
Business Response
Date: 07/28/2024
Dear *******************,

I am sorry to hear that you still want to discontinue with your ForeverClean membership because of your recent experience with your cleaner.

Please know that our system is designed to make sure that you get a person to clean for you. However, if the cleaner is no longer available on your requested date that is why the system automatically adds an alternate time to increase the likelihood and speed of a match to other cleaners. If a cleaner does not take your request, the system usually gives you an alternate start time or date to make sure that other cleaners take the job so you are not left hanging. This is why other cleaners claim your cleaning request.

On my end, to make sure that this does not happen again, I have gone ahead and modified the settings on your account for the system to refrain from re-matching your request to other cleaners and adding alternate dates you have not selected. But, please know that you can still manually add your other available start times.

For reference, no cleaner arrived on your July 12 appointment because your cleaner *******, the one who claimed your cleaning request after ******, canceled the cleaning as you requested.

Moreover, we'd love to have you stay and enjoy your ForeverClean benefits so I have done the following:
1) Reduced your monthly fee from $49/mo to $36.75/mo. That's 25% savings for you (may include taxes).
2) Updated your commitment term from 6 paid months to just 3 paid months.
3) Waived your membership fee for 1 month which means we have you covered until September 8, 2024.
4) Issued a FREE 2-hour voucher which will automatically apply to your next appointment.
5) Issued a total of $51.94 credit which will also apply to your next appointment.

Unfortunately, due to your agreement to the terms you agreed on during your voucher purchase, we are unable to cancel your ForeverClean without charging the Early Termination Fee.

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: 07/30/2024
1Complaint: 21967612

I am rejecting this response because:
I have received the same form letter from two different people at Homeaglow. The only difference was one said I had satisfied three months of the contract and they were reducing my contract to three months, which says to me the contract is fulfilled and finished. However the next form letter that is not stated.
With as many times that I have changed my schedule and waited around all day, only to be stood up, I can't believe that this company doesn't want to do the right thing and just end the contract. Yes, I agreed to a cleaning contract for six months and they are quick to point that out, but they also agreed to provide a cleaner and do a good job. They are the ones who broke the contract!
Offering discounts is useless if no one shows up! They need to make this right! All I want to for the contract ended with no early termination fees and to never have to hear from them again! They are an irresponsible company that does not care about their customers, just making money.

Regards,

*******************

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Homeaglow is NOT a BBB Accredited Business.