ComplaintsforHomeaglow

• Initial Complaint

  09/19/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I agreed to a $19.00 promotion cleaning of my home and found out I was bound to a six month contract which I could not get out of until I paid for six months. They go by several company names, Home Aglow/ForeverClean/DazzlingClean and none of them have a phone number that is available to talk to a live person. I have tried corresponding with no results. October 2024 is the last month I will be paying for the six month contract and I want to cancel my subscription which seems impossible.

  Business response

  09/29/2024

  Dear **** M ******,         
  
  This is our response to your complaint submitted on 9/19/2024 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 am sorry to hear that you no longer wish to continue with your ForeverClean membership. I understand that you would like to get a refund for the charges however, you agreed to these terms at purchase, which can be found on *********************************************************, as well as in our Terms of Service & Help Center. Due to your agreement to these terms, the ************ membership charges are valid and non-refundable. 
  
  Rest assured, your ForeverClean was already canceled as of September 20, 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

  09/30/2024

  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,
  
  **** M ******

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/17/24 I submitted a message to this company expressing that I wanted to cancel this plan less than 5 minutes after signing up. It was done in error and I stated that. They responded via email and stated that they would refund my $39 immediately, However, they charged me again instead of a refund. They advised that they added a $20 credit into a FREE 4-hour voucher which will automatically apply to your next appointment. I immediately responded that I advised them to cancel EVERYTHING. I wasn't sure why they would set up a credit for future use. I went back to their website and my plan is still showing active. I sent another message requesting them to cancel everything out of their system. I sent a message from the website as well as from the email correspondence. I am not comfortable with them still having my cc on their as they have already charged me again.

  Business response

  09/30/2024

  Dear ***** ******,         
  
  This is our response to your complaint submitted on 9/18/2024 and was assigned an ID of ********.
  
  I am sorry to hear that you no longer wish to continue using your voucher. 
  
  As per checking your account, we already responded to your concern last September 18, 2024. Please refer to that email for more information. 
  
  Rest assured, your ForeverClean was already canceled as of September 18, 2024 and there will be no 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 response

  10/01/2024

  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

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a scheduled cleaning from a Homeaglow individual named Kitasha on 8-23-24.She texted me that she was 2 hours late and ask if she should still come and I told her yes.When I got home, I found my bed that I had made to have been slept in (my sleeping pillow was on the wrong side of the bed, and one of the pillows was outside the comforter). She filled small trash cans which were empty with wadded up paper towels so that I had to empty bedroom and bathroom trashcans, she didn't start the dishwasher, nor did she clean any of the three toilets, and she didn't clean the bathtubs. She smeared a glass door so badly that I couldn't see through it. She didn't empty the main trash can. I basically don't know what she did for her 3 hours' worth of work that I paid $69.00 for, plus a $49 monthly fee. I followed the company's protocol and texted Kitasha and sent her pictures of how I found my house worse than before she got there and asked for refund. Homeaglow said to wait 48 hours and if there's no response, to send the company an email. I have now emailed them twice and no one has gotten back to me. Their TV advertisements say the cleaners will do dishes, do laundry... all the things and all I got was my bed slept in and my previously empty trash cans filled with paper products. I would like my $118.00 returned to me.

  Business response

  09/22/2024

  Dear ********* **********,         
  
  This is our response to your complaint submitted on 9/13/2024 and was assigned an ID of ********.
  
  I am sorry to hear about your experience with your previous 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. Rest assured that she's been blocked from claiming any of your future cleaning requests. 
  
  We value you as our customer so as a courtesy, we have issued a FREE 3 hour voucher which will automatically apply 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

  09/24/2024

  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

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  8/31/2024 Very deceptive website! I didnt realize until it was too late that I somehow signed up for a membership. I immediately sent in a message online requesting to cancel. This was the weekend, so on the following Monday I heard back with an auto email and submitted for the refund, 9/2/24. As of today 9/13, still waiting on the refund and havent received any response from my status request

  Business response

  09/18/2024

  Dear ***********************,
  
  This is our response to your complaint submitted on 09/13 and was assigned an ID of ********.
  
  I am so sorry to hear about the confusion about the ForeverClean membership.  We strive to be transparent about our service and I am so sorry if that is not the case for you.
  
  Please know that we are actively working to improve our services by closely monitoring situations like yours to prevent similar issues in the future.
  
  On another note, please refer to the email we sent on September 13, 2024, for more information about the resolution provided for your account. 
  
  Since we value you as our customer, we have issued you with a 3hr voucher that has the same terms and conditions as the one that we refunded. Your free voucher will automatically be applied to your booking will automatically apply 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

  09/19/2024

  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.
  

  thanks to the BBB I was able to get my refund. Appreciate your help. 
  
  Regards,
  
  ***********************

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Been trying to schedule Homeaglow for cleaning. They already took the money, $20.52, from the bank but no service was rendered.

  Business response

  09/17/2024

  Dear Cyo ******,        
  
  This is our response to your complaint submitted on 9/13/2024 and was assigned an ID of ********.
  
  I am sorry to hear about your previous experience with the cleaners who claimed your request. We can assure you that we are striving to improve our service by proactively overseeing the performance of your cleaners and offering coaching and assistance to make sure that the poor experience does not happen again.
  
  As per checking your account, your voucher was already applied to your completed cleaning appointment last September 16, 2024. Unfortunately, since the appointment was already completed, we can no longer process a refund for the voucher you purchased. 
  
  If you have any further questions or concerns, feel free to let us know. We look forward to your next appointment scheduled for October 14, 2024 (A $20.00 credit will also apply): **********************************************
  
  -****, Homeaglow Trust and Safety Team

• Initial Complaint

  09/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Business sells service with a voucher for your first cleaning, and charges you a nominal fee for the cleaning. Once you claim the voucher you are placed into a membership for 6 months, and that is an additional cost of $49.99 a month + 11% tax, + $15.00 fee. No where in their advertisement, nor the voucher or commercials do they state to get this price you HAVE to be a Member! What I read was that by becoming a member my charge was $49.99 for 6 months. Nothing about taxes plus $15.00. I immediately reached out to them, they ignored the 2nd and 3rd request to put my account on hold. I was then told that if I cancelled I would not only forfiet the credits for my cleaning, I would have a cancellation fee eqaul to $207.00 which was the real price of my First Cleaning! They have offered two different answers one they would credit me $5.00 off the membership fee and now it is less $10.00 and 5 months membership only and now 4 months. There is no disclosure - false advertising as their add says everything is included for $19.00, my cleaning gal charges $25.00 and now told that everyone charges differently and they tell you what they charge once they are assigned to do your cleaning, NOT before. They have no insurance for theft etc and are Not Bonded! Their cleaning crew are independent and according to them have had a criminal background check. That covers me how? I am now hearing numerous complaints from others that use them, & they are not paying their independent cleaners acording to their contracts with the company. I truly believe this is **** and SWITCH and this company needs to be SHUT DOWN. I knew it sounded too good, however I looked at the paperwork and it said I would pay $49.00 for my cleaning services, which was the discount they advertise (You get a discounted rate)! So I thought nothing of it until my credit card was being charged over $120.00 a week! Plus $49. each mo.. In essence I now pay $140 ish a cleaning, I was paying $100.00 THIS IS BAD

  Business response

  09/19/2024

  Dear ***** ******,
  
  This is our response to your complaint submitted on 9/11/2024 and was assigned an ID of ********.
  
  We have sent you an email today 9/19/24 regarding the resolution we provided for your account.
  
  Rest assured, your ForeverClean was already canceled as of 9/19/24 and there will be no monthly charges on your account moving forward.
  
  - Crystal, Homeaglow Trust and Safety Team

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against a cleaning service I hired through the Cozy Maid platform. The cleaning professional assigned to my home caused significant damage to my hardwood floors during a recent cleaning session. Specifically, while mopping, the cleaner caused deep scratches on the surface of my floors and removed the protective wax coating, leaving the wood exposed and damaged.I have attempted to address the situation with Cozy Maid but have not received a satisfactory resolution. Given the extent of the damage and the impact this has had on my property, I am seeking assistance from the BBB in resolving this matter. I am requesting that Cozy Maid either repair the damage caused or provide appropriate compensation for the cost of repairs.I am more than willing to provide documentation, including photos of the damaged floors, receipts for the service, and any communication with Cozy Maid, to support my claim.I appreciate your time and attention to this matter and look forward to a swift resolution.

  Business response

  09/15/2024

  Dear *** Fair,        
  
  This is our response to your complaint submitted on 9/11/2024 and was assigned an ID of ********.
  
  I am sorry to hear about your experience with your cleaner. Please know that we take these reports seriously and I can see that we have already reviewed the details of your report. 
  
  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.
  
  However, we have determined that your claim does not qualify for coverage under Cozy Maids Theft and Damage Policy. To be eligible, specific requirements must be met, and weve noted that the following criteria have not been fulfilled:
  
  Cleaning Service Payment:
  [ ] The cleaning service must be paid in full through our platform. 
  
  For the full terms and conditions, click here: ********************************************
  
  On another note, we have received your payment dispute with the payment for this specific appointment and we have already responded last September 12, 2024. Please refer to that email for more information. 
  
  We sincerely apologize for any inconvenience. If you have any further questions or concerns, feel free to let us know. 
  
  -****, Homeaglow Trust and Safety Team

  Customer response

  09/16/2024

  Complaint: 22269614
  
  I am rejecting this response because:
  The only reason I violated your terms and disputed the charge on my credit card is that I sent a complaint to your company and did not receive a response for over a week. Had you responded in a timely fashion, I would not have felt the need to take that step, and we could have avoided this situation altogether.
  
  As per your request, I reached out to the cleaner directly. She informed me that she is hospitalized and unable to follow up with me. Since I contracted your company to provide the service, I am now requesting that you reimburse me for the cost of the damage, as documented in the invoice I provided. The amount is $325 to repair the floor.
  
  
  Regards,
  
  *** Fair

  Business response

  09/25/2024

  Dear *** Fair,  
  
  I understand that you still want to get a refund for the damage during your cleaning appointment. 
  
  We apologize for the delay of  our responses. 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.
  
  Unfortunately, we're unable to make exemptions to our Terms and Conditions at this time, we want to acknowledge your frustration. As a gesture of goodwill, we issued a $50 credit to your account on August 29, 2024, which you recently used for your September 6th cleaning appointment with *****. Additionally, we've ensured you won't be paired with ******* for future appointments.
  
  You may review the full terms and conditions here: ********************************************
  
  On another note, you may check the status of your payment dispute with your bank. 
  
  If you have any further questions or concerns, feel free to let us know. 
  
  - ****, Homeaglow Trust and Safety Team

  Customer response

  09/27/2024

  Complaint: 22269614
  
  I am rejecting this response because:
  Ive made several attempts to address the damage caused by one of your employees, and Ive yet to receive an adequate resolution. As Ive mentioned before, the repairs to my floors totaled $325nearly three times the amount I initially paid for your cleaning service. While I appreciate the $50 credit, it doesnt come close to covering the financial and time burden this has caused me.
  
  I want to avoid leaving negative feedback on the Better Business Bureau and other platforms, as I believe in giving businesses a fair chance to resolve issues. However, at this point, Im left with little choice. I propose that your company covers at least half the repair costs, which amounts to $175. I would also be willing to accept $175 in credit toward future services as a goodwill gesture.
  
  Please find the attached bill for the repairs. I hope youll take responsibility and resolve this matter promptly.
  
  
  Regards,
  
  *** Fair

• Initial Complaint

  09/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I started a plan that said my first cleaning was $19. They charged me an additional $51 once the cleaning was done. Then they charged me another $51 last night. I want out and a refund

  Business response

  09/16/2024

  Dear ******* ******,        
  
  This is our response to your complaint submitted on 9/11/2024 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. 
  
  To set your expectations, the voucher you purchased came with a ForeverClean membership that automatically renews every month. Your ForeverClean membership is $49/mo (may include taxes). The most recent charge covers your ForeverClean membership through October 10, 2024.
  
  ForeverClean memberships can be cancelled at any time, but if you were to cancel now, it would be before 4 paid months (December 10, 2024) & will result in  your first cleaning (on August 10, 2024) being charged at full price ($150.14). You agreed to these terms at purchase, which can be found on *****************************************************, as well as in our Terms of Service & Help Center.
  
  Unfortunately, due to your agreement to these terms during your voucher purchase, we are unable to cancel your ForeverClean without charging the Early Termination Fee and the ForeverClean membership charges are valid and non-refundable. But since we value you as our customer, we have applied the following adjustments to your account:
  - Reduced your membership's monthly fee from $49 to $36.75 (tax may include)
  - Reduced your minimum commitment terms from 6 paid months to 4 paid months
  - Added $64.68 credit on your account which will automatically apply if you book another appointment
  
  If you still want to cancel, click here: **********************************************
  
  I hope youll give us another try in thae future. If you need a cleaning, you can simply click this link: ***************************************************;
  
  -****, Homeaglow Trust and Safety Team

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  8/31/24 Cleaner came into house and stole wedding rings and assorted tools from room we specifically asked not to be cleaned.Filed a police report with Sonoma county sheriff. From the cleaners delayed review from another customer he stole jewelry from them also. Company takes no responsibility

  Business response

  09/16/2024

  Dear ****** ****,        
  
  This is our response to your complaint submitted on 9/11/2024 and was assigned an ID of ********.
  
  I am sorry to hear about your experience with your cleaner. Please know that we take these reports seriously and we will do our best to resolve this concern as soon as possible. 
  
  As per checking your account, we have already reviewed your claim and we are waiting for your submission of the required documents so we can proceed. Please submit a copy of the police report to ******************************** so we can push forward with your claim. 
  
  To view our Theft & Damage Policy: ********************************************************
  
  We sincerely apologize for any inconvenience. If you have any further questions or concerns, feel free to let us know. 
  
  -****, Homeaglow Trust and Safety Team

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered cleaning services from this company. The person that provided the services failed to provide an adequate service. The job was not completed. They moved things around and did not put it back. They were late, came on the wrong day, and left the gate out causing my dog to get out. I have to pay a monthly fee or pay a large cancelation fee. I attempted to vibration homeaglow several times via telephone, email, website and cleaners. I have but received a response after several days. I was attention to see options for canceling my membership and when I clicked on cancel membership, rather than bring up a menu it canceled my membership and charged me $299 immediately. The only way I was able to find a telephone number was through my bank account list of transactions. This is a horrible company to not even provide a decent way for consumers to contact them. This has caused me alot of distress. The advertisements are misleading. I bellybutton they are seeing my messages because every time I check my account there is an update. Now they are saying I have $299 in credits. I want the amount refunded. I do not trust their cleaners. They are not professional and I do not want them in my house. They do not offer what they promised. Because of all the trouble is also life the months reimbursed of the monthly fees where I did not request cleaning service. I can't show the times I requested hello from their website.

  Business response

  09/16/2024

  Dear ******* ******,        
  
  This is our response to your complaint submitted on 9/10/2024 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 at ********************************* I have checked our records and confirmed that our customer service team were responding to your emails but it seems like you were not seeing them. Please make sure to check your spam/junk folders as well as our emails may have been routed there.
  
  I am sorry to hear about your experience with your previous 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.
  
  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 may be canceled anytime but if you cancel before 6 paid months (January 13, 2025) and you will be charged for the Early Termination Fee ($299.00). This was included on the terms of the voucher and you have agreed to these terms during your voucher purchase. 
  
  Unfortunately, due to your agreement to these terms during your voucher purchase, the ForeverClean membership charges and the Early Termination Fee are valid and non-refundable. But since we value you as our customer, we have added $299 credit on your account which will automatically apply if you book another appointment. 
  
  Rest assured, your ForeverClean was already canceled 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

*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. ↩