ComplaintsforHomeaglow

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Initial Complaint
09/11/2024
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.
Hi [Customer Service],I am writing to bring to your attention a concerning issue I have been experiencing with Homeaglow. I have been trying to cancel my account with them, but they are making it incredibly difficult and continue to try to withdraw money from my bank account without my consent. I do not have any ongoing agreement with them and should not be subject to these unauthorized charges.Additionally, I have noticed discrepancies in the services and charges that were advertised to me. It is disappointing to see that there have been misleading information presented in the **** kindly request your assistance in resolving these matters promptly. I would appreciate it if you could confirm the cancellation of my account and cease any further attempts to withdraw money from my bank account.Thank you for your attention to this matter. I look forward to hearing back from you soon.
Business response
09/15/2024
Dear ******** ******,

This is our response to your complaint submitted on 9/10/2024 and was assigned an ID of ********.

I am sorry to hear that you would like to cancel your ForeverClean membership. Please know that the voucher you purchased came with a ************ membership. This means that when you agreed to purchase your voucher, you also agreed to all of its terms including the ************ membership.

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 the monthly membership fee from $49 to $24.50 plus taxes (with 50% savings)
2 Issued 3 free ForeverClean months which covers your membership from 8/22/24 to 11/22/24
3 3. Issued $97.02 credits to your account which will automatically apply 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
Initial Complaint
09/10/2024
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 cancelled my account yesterday and got charged again $109.62. I already got charged $48 for a fee. I paid my $19 for a 2.5 appointment on Friday Aug 30th. They refused to give me a refund - but others got a refund. That's pure discrimination... is it because I'm 71 years old?
Business response
09/15/2024
Dear *******,

This is our response to your complaint submitted on 9/10/2024 and was assigned an ID of ********.

I am sorry to hear that you have decided to discontinue your ForeverClean membership.

Please know that ForeverClean memberships can be canceled at any time, even before completing the 6-month minimum commitment. However, canceling before the 6th paid month will result in a full charge of $109.62 for your first cleaning (scheduled for August 30, 2024). You agreed to these terms at purchase, which can be found on *****************************************************, as well as in our Terms of Service & Help Center.

Unfortunately, due to your agreement to these terms during your voucher purchase, the ForeverClean membership charges are valid and non-refundable. But since we value you as our customer, we have added $82.83 credit 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
09/16/2024
Complaint: 22267280
I have paid $19 +$48 +$109+. I will accept the credit on the account as a refund.
Your documents are not specific regarding fees, monthly fees, and 6 month cancellation fee.

Regards,

******* ***
Business response
09/23/2024
Dear *******,

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

Unfortunately, as mentioned on my previous response, due to your agreement to the terms of your voucher, we are unable to process a refund as these charges are valid and non-refundable. The attachment we sent shows that you were informed about the monthly charge of $49/mo and that the full price of your first cleaning will be charged if canceled before 6 paid months. Please know that we are not able to show the exact price of the fee because it is based on the actual cost of the first cleaning without our membership discount or voucher. Since cleaners set their own rates and customers choose their cleaners, we are not able to determine the actual cost until after the cleaning happens.

Your $82.23 credit is still valid on your account and 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
Initial Complaint
09/10/2024
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.
Had scheduled two cleaning dates. One was 8/27 ****** *. Wad the person to come and clean 3Hrs start time 10am, never showed. Reached out to company they apologize and said scheduled a second one. I did for 9/10 ****** *. 3 hrs start 10am she never showed, reached out to Jadlyn no response. I reached out to the company no response
Business response
09/15/2024
Dear ****** ******,

This is our response to your complaint submitted on 9/10/2024 and was assigned an ID of ********.

I am sorry to hear about your experience with your cleaner. 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, please refer to the email we sent on September 12, 2024 for more information about the resolution provided for your account.

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
09/16/2024
Complaint: 22267228

I am rejecting this response because:
One when the customer cancel customer still only gets a partial refund. Seeing that the two appointments I made to have service done there should be extra money refunded to me seeing it was a big encovience on my side. I would like and think I should be given extra ***** for the two days
Regards,

****** ******
Business response
09/29/2024
Dear ****** ******,

I understand that you would like to get more compensation because of your experience.

Again, were truly sorry to hear about this incident. Rest assured, we have taken appropriate steps here on our end to ensure that this will not happen again.

We value you as our customer so apart from the resolution we have previously provided, we have added $25 credits on your account 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
09/30/2024
Complaint: 22267228

I am rejecting this response because:
After two tries both ended the same way. No show or call advising me that they were not coming. I had put aside the time for the cleaning to take place and nothing. If the table was turned I would have to still be charged fees. I will not be using this company. I think I should be refunded the ***** and not credited. Not credited to use because i will not be using this company
Regards,

****** ******
Initial Complaint
09/10/2024
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.
Wasn't clearly told that I was signing up for a subscription. Website actually said I could try risk free so when I called to cancel once I realized I was being charged for a subscription they offered to terminate my contract for $850 therefor being extremely not "risk free". Ever sense they have been charging me $50/month for a service I only used once to try and see if i liked it. The provider they chose was subpar and the tactics they use to trap people in contracts speak volumes about the level of service they provide.
Business response
09/15/2024
Dear **** ******,

This is our response to your complaint submitted on 9/10/2024 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. You may refer to the attachment we sent via email last June 27, 2024 to confirm that the terms were provided to you during your voucher purchase.

ForeverClean memberships can be cancelled at any time, but if you were to cancel now, it would be before 6 paid months (December 24, 2024) & will result in your first cleaning (on June 24, 2024) being charged at full price ($166.85). 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.

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
09/10/2024
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 signed up for a free trial with Homeaglow. I have had three cleanings which were all unsatisfactory. Ive tried to cancel and it tells me Im locked in for 6 months. These people now have my security codes and did a **** poor job of cleaning my house. This is a scam!
Business response
09/14/2024
Dear ******* *******,

This is our response to your complaint submitted on 9/10/2024 and was assigned an ID of ********.

I am sorry to hear about your previous experience with your cleaners. 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 understand that you would like to cancel your ForeverClean because of your experience.

However, please know that you agreed to these terms at purchase, which can be found on *****************************************************, as well as in our Terms of Service & Help Center. ************ memberships can be cancelled at any time, but if you were to cancel now, it would be before 6 paid months (February 14, 2025) & will result in your first cleaning (on August 14, 2024) being charged at full price ($197.75).

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 because we value you as our customer, we are willing to address your concerns further. A member of our team tried to reach out to you via phone call. You may respond to their reach out to get further assistance.

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
09/10/2024
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.
Canceled plan April 2024 and the company continues to charge my credit card
Business response
09/15/2024
Dear *** ********,

This is our response to your complaint submitted on 9/19/2024 and was assigned an ID of ********.

I am sorry to hear that you decided to discontinue your account.

I have reviewed all transactions and communications on your account last April but I was not able to see any cancellation processed on your account. Because of this, your ************ membership continued to renew every month.

You agreed to these terms at purchase, which can be found on *****************************************************, as well as in our Terms of Service & Help Center.Unfortunately, due to your agreement to these terms during your voucher purchase, the ForeverClean membership charges are valid and non-refundable. But since we value you as our customer, we have added $122.50 credit on your account which will automatically apply if you book another appointment.

Rest assured, your ForeverClean was already canceled as of September 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
Initial Complaint
09/09/2024
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.
Company has no customer service number. Charging money. Booking a serious service for residential services. Then they are purposely not responding to emails.
Business response
09/12/2024
Dear ******* ******,

This is our response to your complaint submitted on 9/9/2024 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 understand that you would like to receive your payout for your completed cleaning job. As per checking our records, I have confirmed that your $17.01 was processed and transferred to your account ending in 3221 on September 9, 2024.

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
Initial Complaint
09/09/2024
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 Service with the intentions of getting my apartment clean. I was told to pay a fee once the cleaner was supposed to clean my apartment for two hours showed up late clean my apartment for 30 minutes and charge me full price on top of that, I was charged another fee for services not rendered Completed the first complaint which I called the first time so I got charged twice for service that Im not happy with and its almost impossible to get a hold of someone via customer service
Business response
09/14/2024
Dear ****** *******,

This is our response to your complaint submitted on 9/8/2024 and was assigned an ID of ********.

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

As per checking your account, I have confirmed that our customer support team was able to address your refund request in relation to the overcharged hours of your cleaner.

On another note, please know that the other charge on your account for $52.92 was for your ForeverClean membership that came with the voucher you purchased. You agreed to these terms at purchase, which can be found on *****************************************************, as well as in our Terms of Service & Help Center.

Unfortunately, due to your agreement to these terms during your voucher purchase, the ForeverClean membership charges are valid and non-refundable. But since we value you as our customer, we have previously issued you a 3 hour voucher which was already applied to your September 11 cleaning appointment.

We look forward to your next appointment scheduled for September 27, 2024: **********************************************

-****, Homeaglow Trust and Safety Team
Initial Complaint
09/09/2024
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.
Failed to receive response or refund from service provider. Police report has been filed due to severity of violations. Items were stolen by cleaner (****** R), cleaner smoked in the home, grabbed child, did not complete service, did not fulfill service requests, spent most of the time on her phone, and charged double upon leaving.
Business response
09/13/2024
Dear ******* *****,

This is our response to your complaint submitted on 9/6/2024 and was assigned an ID of ********.

I am sorry to hear about what happened during your cleaning appointment. Please know that Homeaglow takes all theft allegations very seriously and as per checking, our team already reached out to you via email addressing all of your safety concerns. Please fill out the claim form link we sent to you via email so we can proceed with 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.

On another note, I can confirm that your ForeverClean membership has been canceled and there will be no monthly charges on your account moving forward.

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

-****, Homeaglow Trust and Safety Team
Customer response
09/16/2024
Complaint: 22252494

I am rejecting this response because:

Immediate refund needs to be issued. The cleaner is a danger to safety and home. I understand your cleaners are considered independent contractors but they are also under the Homeaglow name and therefore assumes your responsibility. I do not feel safe in my home as a result of your cleaners actions.

Regards,

******* *****
Business response
09/25/2024
Dear ******* *****,

I understand that you still want to get a refund because of what you experienced.

As mentioned on my previous response, we take these reports seriously and we have sent you a link to the claim form that you need to fill out so we can proceed.

Once the form is completed, we will get back to you as soon as we can with a resolution to your concerns.

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

-****, Homeaglow Trust and Safety Team
Initial Complaint
09/06/2024
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 complaint 3 points:1 when I sign up from the Homeaglow.com, it used very little font to show :if I sign up using a compon I already purchase from a link, i will purchasing his merbership for 6 months bydefault. If I want to cancle the membership before 6 months, I will be charged an early cancle fee. But for the sigin up page, and his more information link, I cannot find out the early cancle fee amount. when i begin to use the compon, I knew the rules . Even though I felt cheated, I decided to ignore the membership fee and cancel it after 6 months of use in order to enjoy the service. But Inducing consumers to purchase a 6-month membership, once canceled in advance, they need to pay a cancellation fee of more than $200. This is my first complaint.2 I already ued the membership for 5 months,and I alreay paid $245 for the membership. But when I clink the cancle button by accident, there is no change to regret. Only one clink, my membership was cancled and i was charged $229.70. I found their customer service.But they told me theycan not return the money, what they can do ,just $25 credit per month for 9 months. This means I need to Purchase $24 for another 9 months .Total will be $216. Or I need to give up my $229.70 .That was charged on Aug 27, ****** I used 4 times of cheaning service from the web. Purchase detail include:cleaning's rate, platform fee, and a processing fee.The platform fee only appear on the first time and the fourth time .The platfrom fee is $4 per hour at the first time,but $13 per hour at the fourth time .My order service alway 6 hours .Means I paid $54 more. i really did not know how much i will be charge in my next service. He overcharged and excessive charged without clear notice.
Business response
09/11/2024
Dear Furong Cong,

This is our response to your complaint submitted on 9/6/2024 and was assigned an ID of ********.

I am sorry to hear that you had concerns with your ForeverClean membership. Let me address these one by one.

Regarding your concern regarding the amount of the Early Termination not being disclosed before your voucher purchase, please know that we are unable to provide you the exact amount of the Early Termination Fee because it depends on the hourly rate of the cleaner that will complete your appointment. Cleaners on the platform are Independent Contractors and they set their own hourly rate so the amount may vary.

Regarding your August 28th appointment, which included a $13.00/hour Homeaglow platform fee, please note that each Cleaning Professional on Homeaglow sets their own hourly rate to compete for your business. ******'s rate for first-time clients is $15.00/hour, while for repeat clients, it is $28.00/hour. The difference is due to the platform fee, which helps us maintain the site and supports our efforts in connecting customers with qualified ********************** professionals. The platform fee was also applied to your 1st appointment because Kenya's rate for first-time clients is $15.00/hour, while for repeat clients, it is $19.00/hour.

Please note that all cleaners are Independent Contractors, and they set their individual hourly rate to compete for your business, which also factors in to their hourly wage. Our website displays all available cleaners on the platform, along with their profiles, reviews, hourly rates, and availabilities, so you can choose the best cleaner for your home. If the cost of your cleaning with the processing fee will be a major consideration, you may opt to only choose cleaners with rates that you can work with based on your budget. We will also show you a price range for your appointment upon booking and is finalized once a cleaner has accepted and completed your request.

ForeverClean memberships can be cancelled at any time, but cancelling before 6 paid months (October 8, 2024) will result in your first cleaning (on April 8, 2024) being charged at full price ($229.70). 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 because we value you as our customer, we have issued $115 credit on your account 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
09/19/2024
Complaint: 22251102

I am rejecting this response because: Your website has very obvious behaviors of inducing, concealing and defrauding consumers.Our transactions are not made on the premise of fairness and informed consent.
Especially your cancellation page, which did not have the waiting page, and directly deducted the money without confirming whether to cancel the page after clicking by mistake. This is illegal.

Regards,

Furong Cong

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