Information and Alerts

Ad Review

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints, and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers clearer to consumers, and remove misleading or deceptive statements. 

On September 12, 2024, BBB contacted Homeaglow regarding advertised claims on their website, https://www.homeaglow.com/.

Negative Option Plan. Homeaglow’s website states, “ForeverClean Memberships will automatically renew on a monthly basis and your credit or debit card will be charged your monthly membership fee (taxes may apply) unless you cancel prior to your next billing cycle. Membership fees are due immediately upon renewal and are non-refundable.  Thus, if you cancel after your membership is renewed, you will be charged for the entire month regardless of when you cancel your ForeverClean membership.” 

BBB Code of Advertising states any advertisement for a product or service that includes an offer to sell or provide consumers with additional products or services under a negative option feature must include a clear and conspicuous disclosure of all material terms of the negative option feature. Such material terms include: 
• The existence of the negative option feature 
• The cost of the additional goods or services 
• How consumers can cancel and avoid future shipments and charges; and 
• How consumers can return items they do not want 
 
Additionally, Advertisers must avoid making disclosures that are vague, unnecessarily long or which contain contradictory language. Advertisers must not interpret the consumer’s silence, failure to take an affirmative action to reject products or services, or failure to cancel the agreement, as consent to enroll the consumer in the negative option feature.  Instead, they must ensure that the consumer affirmatively consents (either online, over the phone, or in person) to the negative option feature before enrolling the consumer in the plan. 
 
BBB requested Homeaglow to provide the Terms and Conditions for the voucher and the ForeverClean Membership and modify their website to include a clear and conspicuous disclosure of all material terms of the negative option feature. BBB also requested a copy of their refund policy.  
  
The company responded:  
• "Homeaglow’s Resolution Process gives the customers the right to request a partial or full refund from their cleaner.  
o The request must be received within 72 hours after the cleaning and the cleaner will have 7 days to accept or decline their request.  
o If the customers were not able to file the refund request in time, they can also reach out to their cleaner directly with their concerns.  
• To request a refund: 
o Customers will go to their dashboard, and select the appointment with their cleaner. 
o Scroll down and click ‘Report An Issue’ > ’I’m not satisfied with my cleaning’ > ‘View Invoice’ > ‘Request Refund’ 
o Reference: https://www.homeaglow.com/help/154” 
 
“Up to” price savings claims. Homeaglow’s website states, “Get a Discount Voucher Two, Three, Four, or Six Hours of Cleaning from Homeaglow (Up to 82% off). Two Hours of cleaning 82% OFF; 3 Hours of cleaning 75% OFF; 4 Hours of cleaning 61% OFF; 6 Hours of cleaning 47% OFF.” 
BBB Code of Advertising states, where a savings claim (for example, “save up to 40%”) covers a group of items with a range of savings, the number of items available at the maximum savings must comprise a significant percentage, at a minimum 10%, of all the items in the offering, unless local, state, or provincial law requires otherwise. To avoid confusion or any possible deception, an advertiser should consider including a disclosure of both the minimum and maximum savings available under the offer.  In such an instance, the advertiser must avoid any undue or misleading display of the maximum.  
 
BBB requested Homeaglow to clarify the amount of the minimum and maximum savings under the offer. BBB requested Homeaglow to substantiate that at least 10 percent of their customers have taken advantage of the maximum deal. BBB requested if substantiation cannot be provided, these and all other similar claims be discontinued.   
 
The company responded: “At Homeaglow, cleaners are independent contractors that set their own hourly rate. With this being said, the savings that the customer will get varies from state to state as cleaners in different areas have set their own rates depending on their overhead expenses. But on average, the cleaners on the platform set their rate at $22/hour which gives the customers 50% discount on their first cleaning with the voucher they 
purchased. - https://www.homeaglow.com/help/182."  
 
General Advertising Principles. BBB Code of Advertising states, the primary responsibility for truthful and non-deceptive advertising rests with the advertiser.  Advertisers should be prepared to substantiate any objective claims or offers made before publication or broadcast. Upon request, they should present such substantiation promptly to the advertising medium or BBB. 
 
Certifications. Homeaglow’s website states, “Top Rated Cleaners- Pick from a big range of cleaners.  All are certified, back-ground-checked, and ready for you to browse.”  And “All cleaners on Homeaglow pass a rigorous certification process and maintain a 4.8 star average platform rating.” And “All cleaners have passed a comprehensive background check & maintain a verified profile with past reviews & transparent prices.” And “To maintain a good standing on the Homeaglow platform, your reviews must have an average of at least 4.0 stars.” 
 
BBB requested Homeaglow to substantiate their process for verifying cleaners. Specifically, BBB requested Homeaglow to substantiate that all cleaners must pass a rigorous certification process and provide documentation of the specific certification. BBB also requested Homeaglow substantiate that all cleaners must pass a comprehensive background check and please include your process.  
 
The company responded: “Homeaglow is a platform that facilitates connections between individuals seeking cleaning services and individuals seeking to provide cleaning services. We do not act as a cleaning service provider, and therefore, we do not offer certifications to cleaners. Our role is to enable a contractual relationship between customers and independent cleaners who choose to offer their services through our platform. For more information on this, you can refer to our terms here: https://www.homeaglow.com/terms. 
 
Although we do not provide certifications, we take quality seriously. Cleaners must maintain high customer ratings to continue offering their 
services on Homeaglow. For details on how cleaners must manage their profiles, see here: Cleaner Profile Standards. These ratings and reviews 
are publicly displayed on each cleaner's profile, allowing customers to make informed decisions.  
Reference: https://www.homeaglow.com/help/136, 
https://www.homeaglow.com/help/7 
 
Homeaglow is committed to ensuring the safety and reliability of the cleaning service providers on our platform. To that end, we require all 
individuals seeking to offer cleaning services through Homeaglow to undergo a comprehensive background check conducted by third-party 
background check services. 
 
Please note that while Homeaglow facilitates this process, we do not guarantee or warrant, nor make representations about, the reliability, 
quality, or suitability of the cleaning service providers. The background check process may take up to two weeks to complete. Once a cleaner’s 
background check clears, their account will be reactivated, and they will be able to start claiming available jobs in their area. For more information 
on this process, please see: Background Check Process. 
Reference: https://www.homeaglow.com/terms” 

Pattern of Complaints

Pattern of Complaint:

Based on an evaluation of the consumer complaints and customer review data, BBB’s file conditions indicate that this business has a pattern of complaints and customer reviews of a concerning nature. On September 12, 2024, BBB submitted a written request to the company encouraging them to address their pattern of complaints. Please see below for detailed information regarding this pattern of complaint. BBB will update this profile with any additional information when it is available. 

Alert

In July 2024, BBB began investigating Homeaglow’s business practices. This investigation was prompted by a volume of complaints and customer reviews of a concerning nature, received by BBB. Based on an evaluation of the consumer complaints and customer review data, BBB files indicate that this business has a pattern of complaints concerning Contract Issues, Billing or Collection Issues, Refund Issues, and Customer Service Issues. Specifically, consumers allege:

•Purchasing a coupon for a reduced priced cleaning and being enrolled into a subscription service with a monthly fee, allegedly without their knowledge.   
•Concerns regarding the quality of cleaning service they received.  
•Difficulty contacting customer service, no communication from the company, emails going unanswered, and no phone call listed to speak with a company representative. 
•An unreasonable delay in providing cancelations and refunds
•Last minute cancellations from their cleaning person and/or cleaners not showing up and no communication

BBB is concerned about the pattern and underlying issues of these allegations. In September 2024 BBB began contacting Homeaglow to address the underlying issues of these disputes. BBB requested the business respond with an outline of the policies/procedures, actions they are taking, and other efforts they have in place to help address and eliminate the underlying issues of this pattern. 

The business responded: “Regarding the specific issue of membership commitment, we’ve made significant efforts to clearly communicate this to customers throughout the booking process. The terms of the membership are disclosed in multiple places, and we have implemented improvements over time to make this even more transparent.
While we understand that some complaints are inevitable in the local services industry, we are committed to continually improving our processes and addressing the root causes of these complaints. Our efforts have already resulted in a positive trend, and we expect further reductions in the complaint volume as we continue refining our approach. “