ComplaintsforHomeaglow

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Initial Complaint
08/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have an account with ******************** for cleaning services for my residence. Homeaglow either does not find me a cleaner in the time frame I requested or cancels my appointments without my knowledge. I had an appointment set up for Friday 08/23/2024 for 8am. I had a cleaner confirm the appointment. When the cleaner did not show up, I checked my account with ******************** and they said I had cancelled the appointment with less than 24 hrs notice and they were going to charge me anyway. I never cancelled the appointment and have messages with the cleaner about her coming. I do not want to be charged for Homeaglow's mistakes and incompetence.
Business response
08/28/2024
Dear ***************************,

This is our response to your complaint submitted on 8/23/2024 and was assigned an ID of ********.

Please bear with us as we dont have a dedicated phone based support at this time. Rest assured our team is available 7 days a week to assist you with your concerns via email at ********************************.

I have reviewed the cancelation for your appointment on Aug 23 with ******** and I would like to clarify that you were not charged for this. I have forwarded the message you received to our Engineering team so it does not happen again. We thank you for understanding.

All cleaners on the platform are independent contractors, so they have the option to choose whether to accept or decline a customer's ********************** request based on their availability or capability to accommodate the cleaning. However, in cases of unreliability where a cleaner fails to fulfill a confirmed appointment, we take appropriate action.

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 response
08/31/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***************************
Initial Complaint
08/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up for introductory choose cleaning offer but no one showed up. A few weeks later, one of their cleaners accepted the job but never showed up or responded to the text messages I was given to by Homeaglow to contact cleaner. They make it very difficult to contact the company for live chat or by phone. I sent email requests to cancel my service but received no response or refund. After an hour of searching their site, I was able to submit a ticket requesting cancellation and refund due to lack of service. Should have researched online before signing up as they have lots of negative online comments but I was getting out of hospital for broken back and really needed help.Please contact company on my behalf to cancel service and get refund as well as report them for bad biz practices where they try to lock you into service without ability to cancel even if they dont provide service they charge you for.
Business response
08/28/2024
Dear *****************************,

This is our response to your complaint submitted on 8/22/2024 and was assigned an ID of ********.

I am sorry to hear about your 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.

On another note, regarding your refund request, we have responded to you last August 25, 2024. Please refer to that email for more information.

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 response
08/29/2024
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
08/19/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I contacted Home Aglow when I first moved into my home in June. I wanted the floors cleaned before my furniture was delivered. I wasn't able to book a same day service and I didn't want to buy a package, so I decided to book a different cleaner. Ever since I entered my information to be contacted about that cleaning in June, I have had nonstop calls, texts, and voicemails from Home Aglow. A person representing the company calls from the same number but if you try to call it back, it's a very generic message that has no business identification introduction. I have texted back 'STOP' 'DO NOT CALL' 'STOP CALLING ' 'PUT ME ON YOUR DO NOT CALL LIST' and many other variations of those sentences.I emailed their privacy division and had an email returned to me saying I was taken off their subscriber list but still got a call from a cleaning manager later that day!!!I don't know how to make the communication stop. I want it to stop.
Business response
08/26/2024
Dear *********************,

This is our response to your complaint submitted on 8/16/2024 and was assigned an ID of ********.

Please bear with us as we dont have a dedicated phone based support at this time. Rest assured our team is available 7 days a week to assist you with your concerns via email.

As per your request, we have unsubscribed you for all marketing communications moving forward.

If you do find that you need cleaning later on, we would love to help! As a courtesy, we've topped up your account with a $20 credit, which will apply automatically to your next appointment. Should you consider, you may schedule your cleaning by visiting: **********************************************

I hope you'll try us out soon!

-****, Homeaglow Trust and Safety Team
Customer response
08/26/2024
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
08/15/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ive been waiting for a payment for 3 weeks. They gave me a fake Trace id number that didnt even work. The company has no way to be contacted , they never respond. its quite ridiculous that they leave businesses out to dry and dont even have a decency to respond when they know people need money. I never got PAID . and they dont have a way to communicate. do better
Business response
08/25/2024
Dear *************************,

This is our response to your complaint submitted on 8/14/2024 and was assigned an ID of ********.

Please bear with us as phone services are unavailable at the moment and responses via email may be delayed because our customer support team is currently handling a surge of inquiries but we are working hard to get to your message in the order it was received.

I understand that you would like to receive your payout for the cleaning jobs youve been completed.

As per checking out payment processor, your $140.01 payout was already processed and completed last August 15, *************************** 7469.

Your pay breakdown: **********************************************

Your payment method: ***************************************************;

If you have any further questions or concerns, feel free to let us know.

-****, Homeaglow Trust and Safety Team
Customer response
08/26/2024
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
08/13/2024
Complaint Type:
Product Issues
Status:
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.
I decided to try the home cleaning service Homeaglow at my condo. The commercial on tv and ******** indicated the first session would be $19.00. I arranged for three hours session which entailed vacuuming, dusting and cleaning 1 and 1/2 bathrooms. The service was so-so. I decided I would not be using their service again and went on their site to cancel any future cleanings at which time the message online advised I had committed to membership which required a mandatory 6 month/cleaning commitment without my knowledge . The membership is called Forever Clean which charges $49 monthly. The message also stated by cancelling I would be charged the full rate for the cleaning which totaled $154.00 plus $19 plus $49.00 . I sent numerous emails complaining about the unscrupulous predatory practices but only received a form letter response indicating that I was advised of the policy when I signed up for the initial cleaning. I WAS not aware until I attempted to initiate the cancellation. I advised I would file this complaint because they are scammers. I have seen numerous complaints on ******** with the same outcome.
Business response
08/19/2024
Dear ***************************************,

This is our response to your complaint submitted on 8/12/2024 and was assigned an ID of ********.

I am sorry to hear that your cleaner's work did not meet your expectations. We can assure you that we are striving to improve our service by proactively overseeing the performance of your cleaners and offering coaching and assistance to make sure that the poor experience does not happen again.

On another note, 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 22, 2025) will result in your first cleaning (on July 22, 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 ForeverClean membership charges are valid and non-refundable. But since we value you as our customer, we have added $115.68 credit 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 25, 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 response
08/20/2024
Complaint: 22132129

I am rejecting this response because: the business used unscrupulous tactics by enrolling me in a forever clean contract without my knowledge. If you visit the site in order to initiate a cleaning there is NO mention of the membership or mandatory 6 sessions. You are made aware when you attempt to cancel!!! The response you received is automated and exactly what I received. The commercials only stipulates a fee of $19.00 . Its a bait and switch. Every response I received was via email. There is no telephone number to reach a person.The cleaner who arrived was okay but the charge of $222.00 is the issue.

Regards,

***************************************
Business response
08/27/2024
Dear ***************************************,

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

Please bear with us as we dont have a dedicated phone based support at this time. Rest assured our team is available 7 days a week to assist you with your concerns via email.

As mentioned on my previous response, we have made every effort to make sure that the terms of your membership is visible before you confirm your voucher purchase. It was never our intention to mislead our customers.

Unfortunately, due to your agreement to the terms, the ForeverClean membership charges are valid and non-refundable. Your $115.68 credit is still valid on your account and will 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
Customer response
08/27/2024
Complaint: 22132129

I am rejecting this response because:
The business assertion that I was aware of the Forever Clean contract obligation is false and predatory. Please go to the Homeaglow site and research their assertion. The consumer is not aware and had I been I never would have utilized their cleaning services. Its a bait and switch pure and simple. View their numerous commercials and ******** adds. My complaint is based on principle and fairness. Im not ever going to agree to what was done to me. I am demanding a full refund because I was ripped off by this faceless proprietor.
Regards,

***************************************
Initial Complaint
08/12/2024
Complaint Type:
Order Issues
Status:
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.
I have tried to cancel my Homeaglow membership, to no avail. I contracted with Homeaglow starting 11/07/2023 for 6 months. I have met my 6 month obligation under the terms. I have repeatedly tried to cancel my membership/service and I keep getting an invalid payment method and the site will not let me cancel because of that. Question 1 - There is no one I can speak with or email about problem or anything else!Question 2 - if I don't owe them money then why do they need valid payment information for me to cancel? The obvious answer is - they do not! I am extremely annoyed! When I use the support option it also puts me into a loop about appointments, etcetera. They are terrible.
Business response
08/18/2024
Dear ***********************,

This is our response to your complaint submitted on 8/12/2024 and was assigned an ID of ********.

I am sorry to hear that you no longer wish to continue with your ForeverClean membership. As per checking your account, your ForeverClean membership was already canceled since July 7, 2024. There were no charges on your account after this date. We can assure you that 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
08/12/2024
Complaint Type:
Product Issues
Status:
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.
I signed up for Homeaglow with the understanding that the first clean was $19. While I thought this seemed low and extra charges would apply, I didnt think a 6-month commitment @ $49 per month was going to be the case. I desired to try the service and see if I liked it, I was then planning on deciding if it was worth keeping. As soon as the cleaner left, I was charged $9.00. I still am unsure of what this charge is to, but didnt think a ton of it being that it was a smaller charge. I was then charged $60, thinking this was going to the cleaner herself, I again thought this was reasonable. It was a few moments later I had ANOTHER charge of $49. The separate charges, mediocre cleaning and lack of customer service, tell me this is a huge scam. I finally found a phone number that I could call, but they only allowed me to leave a voicemail. I left my email address as requested and figured this could be handled via email. I received an email from **** explaining they do not currently accept phone calls and email is the only form of communication. She explained that I can cancel the ForeverClean membership at any time but would be charged full price for the clean (somehow another $227 on top of what Ive already paid out). I am simply asking that the $49 fee be refunded, my ForeverClean membership be canceled and my Homeaglow account be closed out completely.
Business response
08/18/2024
Dear *******************************,

This is our response to your complaint submitted on 8/11/2024 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.

As per checking here's the charges that I can see on our end:
1. $19 charged on August 8 as payment for your 3-hour voucher
2. $49 charged on August 9 as payment for ForeverClean membership
3. $60 charged on August 9 as payment for your 6-hour appointment on August 9
4. $9 charged on August 9 as payment for the transaction fee for your August 9 appointment

ForeverClean memberships can be cancelled at any time, but if you were to cancel now, it would be before 5 paid months (January 9, 2025) & will result in your first cleaning (on August 9, 2024) being charged at full price ($227.00). 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 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. Reduced your ForeverClean membership fee from $49 to $41.65 (may include tax) That's 15% savings!
2. Reduced your minimum commitment term from 6 paid months to 5 paid months
3. Increased your credits to $20 that will automatically apply to your next cleaning appointment

If you still want to cancel your membership, 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
08/12/2024
Complaint Type:
Order Issues
Status:
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.
I responded to an offer for 3 hours of house cleaning for $19. I added 2 extra hours for the regular charge. I really didn't think the service was worth it, even though I gave my cleaner a 5 star review. I canceled the next cleaning they tried to setup for me and I figured that was the end of it. When I checked on the charge, June 25, 2024, for the cleaning they had charged me a total of $106.50. That means they charged me $86.50 for the extra 2 hours. I thought this was a little high, but let it go. Then they billed me $49 on July 25, 2024. I have been trying g to find contact information every since. Their web page is no use at all, the messages go to the cleaner not the company, no help at all. The only avenue of contact I can find is the address. I would really like to be rid of this company.
Business response
08/19/2024
Dear *************************,

This is our response to your complaint submitted on 8/10/2024 and was assigned an ID of ********.

Please bear with us as we dont have a dedicated phone based support at this time. Rest assured our team is available 7 days a week to assist you with your concerns via email.

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 may refer to the attachment we sent via email last August 13, 2024 showing where the terms were clearly provided to you before you confirm your voucher purchase.

ForeverClean memberships can be cancelled at any time, but if you were to cancel now, it would be before 5 paid months (November 24, 2024) & will result in your first cleaning (on June 24, 2024) being charged at full price ($212.25). 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 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. Reduced your membership fee from $49/month to $36.75/month (taxes may apply). That's a permanent 25% discount on your membership fee savings.
2. Reduced your minimum commitment term 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 response
08/27/2024
Complaint: 22124113

I am rejecting this response because:
The terms you are stating were NOT cleanly noted when I sighed up for 1 (one) trial cleaning. Please quite taking my noney.

Regards,

*************************
Initial Complaint
08/12/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I entered into a 6-month agreement with them in April 24. They promise cleaners at certain intervals but don't come through! I initially signed up for bi-weekly cleaning & since their service has been so bad because of unavailable cleaners, I changed to monthly because I got tired of fighting with them to get a cleaner! Since April, I have had a total of 3 cleanings in 15 weeks, & yet this company continues to charge me $49 a month even though they can't find cleaners to pick up my jobs. I live in a beautiful home which is barely requires cleaning. The last cleaner told me my house was the cleanest dirty house she had ever cleaned so it is not because of my level of cleaning requirements! I thought I finally had a reliable cleaner so changed back to bi-weekly, but she cancelled on me without warning this week the night before my cleaning & the night before I had guest arriving! Their cleaners can cancel at the last ******** there is ZERO restitution to the client! Since ***, they repeatedly were unable to find a cleaner in my area that would accept a job. Instead of being honest about the struggle & offering to let me out of the contract, they continued to make excuses & charge me $49 a month for nothing! They force customers to set up online auto-payment, so they get their $49 a month, but do not provide the services they are billing for! I want OUT of this one-sided contract with no further charges from this company! They are a scam & need to be investigated! I'm making a formal report with the Attorney General of Missouri's office. I have attached several email discussions but can provide more info if needed. They have NO live customer service representatives, so you are at the mercy of email to communicate with them! I went online to request to be let out of my contract & it showed a total of $262 if I vacate my contract before the end of 6-month term! This is ridiculous considering it is their lack of service driving this!
Business response
08/18/2024
Dear *********************,

This is our response to your complaint submitted on 8/10/2024 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.

Rest assured, your ForeverClean was already canceled as of August 16, 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 response
08/19/2024
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. I also made a report with the Attorney General of ************************************** asking them to investigate this companies unethical business practices. Thank you for your intervention in this matter!

Regards,

*********************
Initial Complaint
08/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up in July of 24 for a 19 dollar introductory cleaning to test the service. A cleaning lady came late and despite only doing 1 room she did a sub par job. The company charged me Double for that initial cleaning on my credit card automatically. I called them but could not reach a human so I let them know Im dissatisfied and want to cancel my account by their Cust der text on their web. They told me I can cancel but that the will charge me 170 dollars because if I break the contract discounted amount goes away. They then this month charged me another 50 for the service I did not get this month as Im refusing their inferior work. To cancel I cut up my credit card and called my credit card company about this fraud I want my money back in full
Business response
08/19/2024
Dear *****************,

This is our response to your complaint submitted on 8/12/2024 and was assigned an ID of ********.

I am sorry to hear that your cleaner's work did not meet your expectations. 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.

We have received your payment dispute and we have responded to your refund request last August 17, 2024. Please refer to that email for more information.

Rest assured, your ForeverClean was already canceled as of August 17, 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 response
08/19/2024
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,

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

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