ComplaintsforHomeaglow

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  February 14, 2024, **** showed up with zero cleaning supplies expecting me to provide them. I said I wasnt willing to do that as the site indicated they paid for supplies. She left to go back home to get cleaners causing her to start the job an hour late. I was working from home and finally took a late lunch after multiple interruptions. She called me bawling about how Homeaglow wouldnt pay her for a previous job, and I should cancel this o job and pay her directly. Since it was 3:00, she owed me an hour more of cleaning, but she said she had to pick up her kids. Yet, she stood on my porch crying talking on her phone and smoking for over an hour. Homeaglow had 3 charges taken from my bank. A $49 membership fee I knew nothing about, a $75 fee for 6 hours of cleaning I never received, and an over $11 transaction fee they indicated was for maintaining their Website. Plus there was a $19 PayPal charge for a 3 hour cleaning before I switched to the 6 hour cleaning. Homeaglow refused to remove my debit card on file, locked me into a membership I cant get out of without paying over $240, charged me a ridiculous transaction fee, and charged me for both a 3 hour cleaning and a 6 hour cleaning.

  Business response

  05/08/2024

  Dear *************************,

  This is our response to your complaint submitted on 2/20/2024 and was assigned an ID of ********.
  
  We have refunded the following charges on your account: 
  - $86.25 additional hours charge for your Feb 14 appointment
  - $11.25 transaction fee for the additional hour on your Feb 14 appointment
  - $49 ForeverClean membership fee
  
  Also, your ForeverClean membership was already canceled effective March 7, 2024.
  
  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

  05/09/2024

  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

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This business advertises $19 home cleaning but in reality theres very fine print that once you book your first cleaning theyre also going to charge you $49 the same day (might I add) for a membership. So not only will I have to pay full price of cleaning going forward but be billed $49 a month as well. They say in the site if you cancel with ******************************************************** the runaround via email no less. They say you can not speak to anyone. They keep offering me vouchers and discounts when I do not want this extra bill a month when I just wanted help sometimes. Theyre scammers not even their commercial on tv mentions a mandatory membership.

  Business response

  05/08/2024

  Dear ***********************,

  This is our response to your complaint submitted on 2/20/2024 and was assigned an ID of ********.
  
  We have set a reminder on our end to contact you by the end of your minimum commitment term to check if you still want to cancel your ForeverClean membership or not. ForeverClean memberships can be cancelled at any time, but if you were to cancel now, it would be before 3 paid months (June 16, 2024) & will result in  your first cleaning (on February 16, 2024) being charged at full price ($90.20). 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 value you as our customer so we have applied the following changes to your account: 
  1. Reduced your monthly membership from $49 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 3 paid months (2 more paid months left)
  3. Issued a FREE 1-hour voucher which will automatically be applied to your next appointment
  4. Waived your membership fee for 1 month which means we had you covered from March 16 to April 16
  
  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

  05/09/2024

  Complaint: 21321463
  
  I am rejecting this response because: although I accepted the terms given to me, I did so because I didnt feel I had a choice.  I reported your because your advertising is ALL about the $19 cleaning but your terms of getting that initial cleaning are not as clear.  I think it is unfair being that it was a misunderstanding of your terms on your site that I should have to pay months of service Im not using. I see that you gave me a break and instead of having to pay for 4 months Im only paying 2 but again, I WILL not be using the service because Im being forced to pay more.  I feel it was a whole trap. Ive never came across a company that would not allow you to change your mind.  And I did it within the 72 hours your site says I could and still that was ignored.  I brought that point up to you a couple of times and you just took off a month and gave me a voucher.  
  
  Regards,
  
  ***********************

  Business response

  05/16/2024

  Dear ***********************, 

  I am sorry to hear that you feel that way towards the service. 

  Please know that the 72 hour time frame is for refund requests that you can submit to your cleaner for issues like poor cleaning or overcharged hours. This does not include your ForeverClean membership. 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.

  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

  05/17/2024

  Complaint: 21321463
  
  I am rejecting this response because: this business has a response to everything as a means to justify taking money from people.  ** surprised that the BBB is even allowing this conversation to continue.  I dont agree with what you did,$36 was just taken from my account yesterday for a whole lot of nothing.  I dont want your service and dont think youre a reputable company. 
  
  Regards,
  ***********************

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Homeaglow misrepresents itself. You sign up for ***** a month to get discounted services. Thats all fine and well except EVERY cleaner cancels at the moment of appointment time. The company does not have a phone number, you have to submit tickets and NO ONE every gets back to you. I want to cancel my service, but there is no ability to cancel. No link, no button. I will not even let me remove my debit card even though I have a zero balance. If you go to the help section for my cleaner canceled. It says go to dashboard, click the "report an issue" and then "cleaner canceled or rescheduled" well that is all fine and well except that that button DOES NOT EXIST. So then you have to cancel you own appointment, which results in a charge. I am definity not happy with this. I want to be able to delete my information and cancel my service if I want to. I want to be able to speak to someone on the phone. None of these are possible. I am going to have to cancel my debit card, call all my autopayments and set up a new card and its going to take hours worth of work. At my job, I make ***** a billable hour. So I want two hours in return for the work they caused.

  Business response

  05/06/2024

  Dear *************************,
  

  This is our response to your complaint submitted on 2/20/2024 and was assigned an ID of ********.
  

  Im sorry to hear about the cleaners unreliability which led you to cancel our services. This is definitely not the kind of experience we want you to have. We make every effort to deal with this kind of complaint and make sure it does not happen moving forward.
  

  As requested, Ive gone ahead and refunded your 4hr voucher for $42.21 to your card on file. While the refund is immediate on our part, it can take 5-10 business days for the funds to reach your card.
  

  As a courtesy, we've issued you a 4 hour Homeaglow voucher OYPU-ZMIZ-PTHK-KJCB & will automatically apply to your next appointment. This voucher falls under the same terms and conditions as the one that we previously refunded.
  

  I hope youll give us another try in the future. You can book your cleaning here: **********************************************
  

  If you have any other questions, you may reach us at ********************************
  

  Best Regards,
  *****
  Homeaglow Trust & Safety Team
  

  Customer response

  05/06/2024

  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.

   

  BUT I will say they want to offer another voucher with the same terms as before that locks you into a monthly plan. It's not helpful. Glad they refunded me but they have pushed me and tried to force me to accept a random day for someone to come by. I finally told them to go away. 
  
  Regards,
  
  *************************

• Initial Complaint

  02/20/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My complaint is in response to my opinion of the Breach of contract by Homeaglow (aka Forever Clean). I have attempted to void the contract without success via their email support platform. NOTE: They do not accept phone calls and you must wait for emails. 1)The first cleaning service had a 78-year-old woman who arrived on January 20, 2024, at 9am sharp. Yes, everyone has the right to work, but she appeared to need a ****** when she came into our home. My first concern was liability on our part, and I truly felt we were in potential liability of her harming herself by falling! One she completed her three hours; she had barely completed cleaning two small bathrooms in a 1100 sq ft home within 3 hours. I do not see any a verbal protection in their terms that protect me from a person coming on site that is not in physical shape to clean, stand on a step stool, etc. Do you see that this company provides a bond for liability? 2)The second appointment was scheduled and accepted by cleaner ************************** ago. The appointment was for February 17, 2024, at 7am. At 7:30 when she had not arrived, I went to their website and clicked the *** Request which states you will receive a response within 30 minutes. It was 8:17am when ******* sent us a cancellation confirmation. First, it was not as their contract states within 30 minutes, and no one addressed their guarantee to get the appointment rescheduled asap. I could not reschedule the appointment for the same day with another cleaner. I had to send an email and wait until the following day to wait for the response (attached). You will see they made no offer to get someone out to clean my house asap?! And my ability to place a review of this no show cleaner was removed from my profile!

  Business response

  05/08/2024

  Dear *************************,

  This is our response to your complaint submitted on 2/20/2024 and was assigned an ID of ********.
  
  We have refunded your $49 ForeverClean membership fee and canceled your ForeverClean at no cost effective Feb 19, 2024. 
  
  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

  05/09/2024

  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

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my home cleaned over the weekend, service provided by a company called Dapper Maids. I've used the service a few times in the past, the last few scheduled cleanings were unsuccessful due to the selected cleaners not showing (no call or anything). I reached out to Dapper Maids and it was almost impossible to get an actual person. I was able to maneuver the prompts and submit a complaint on their site. I've had at least 2 no call no shows, the first i was give a $10 credit. I stopped using the service for a while after that. Months later i tried again, another no call no show. I was again give a $10 credit. I spoke via email to ****** and was told the negligent cleaners would be blocked from my profile. More months down the road i set an appointment for another cleaner, Lakeithia. Actually ******** was a replacement b/c the cleaner i scheduled cancelled at like 10 PM the night before my service was schedule. ******** showed and the service was completed w/no issues. I get a bill for much higher than I was quoted. Her advertised rate is $37 an hour (4 hour cleaning), total should have been about $156 (this includes the advertised "processing fee" of $8). Upon completion of the service I received a bill for $232 (this includes a $20 credit for the no call/no show of multiple cleaners). I check the site and find that the company shows that ********'s rate is actual $17 and they've charged me $43/hr as a platform fee. No mention of this fee anywhere in the provided quote, nor would i entertain a cleaner for $60/hr (********'s fee of $17 and the platform fee of $43). Not only are they being disingenuous about the rate of their cleaners, they've neglected to share the details of a rather sizable platform fee, to go along w/a "processing fee". Shady practices to say the least. I need clarification as well as my money returned.

  Business response

  05/08/2024

  Dear ***********************,

  This is our response to your complaint submitted on 2/20/2024 and was assigned an ID of ********.
  
  Please note that each of the Cleaning Professionals on Dapper Maids are Independent Contractors who sets their own hourly rate to compete for your business. 
  
  We value you as our customer so we have issued a total of $101 credits on your account which will automatically apply to your next cleaning 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

  02/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for Homeaglow and than changed my mind when I pressed to cancel my appointment it said "www.homeaglow.com refused to connect." I tried calling it sent me to ****** off customer...and said someone would get back to me in 24 hours which ironically is how long customers have to cancel without penalty

  Business response

  05/09/2024

  Hi *****,

  This is our response to your complaint submitted on  3/15/24  and was assigned an ID of ********.

  Your ForeverClean membership is canceled so there will be no charges & upcoming appointments on your account. Also, your email has been unsubscribed as requested.

  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

  08/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dazzling Cleaning fraudulently charge a monthly fee for not providing a single cleaning service. They continue to charge my credit card account without a single notification email of such charges or reminder of any cleaning service we might need in exchange for the monthly fee, which we never agreed to in the first place.The introductory offer which we did tried was not binding as a contract for a monthly fee regardless. Completely fraudulent, unethical, and unlawful as the practices that this company is practicing.

  Business response

  04/24/2024

  Hi *****************,

  This is our response to your complaint submitted on 8/31/2023 and was assigned an ID of ********.

  As a company, Dazzling Cleaning strives to provide the highest quality experience and we are committed to making things right for you. We made every effort to be transparent about the service being provided by presenting the terms including the fees on every step during your voucher purchase. Please note that like other subscription-based services, your ForeverClean will automatically renew unless you cancel it, and that your membership fees will apply regardless of whether you've been actively using it or not. Because of the terms of your membership, the $53.04 membership fee is a valid charge and is non-refundable. However, as a courtesy, we've refunded $53.04 back to your card.

  Furthermore, this is also to confirm that your ForeverClean Membership is already cancelled as of August 30, 2023. Rest assured that you will not be charged the membership fee again moving forward. Additionally, you do not have an active cleaning plan or any upcoming appointments. Therefore, no charges will be made unless you book and complete a new appointment.
  
  If you do find that you're in need of a cleaning later on, we would love to help! We've left $10 in courtesy credits in case you need cleaning later on.

  For any questions or concerns, please feel free to reach out to our support team at ****************************.

  -***, Dazzling Cleaning Trust & Safety Team

  
  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  looks like my two credit card has been charge every month since April 2023 not sure why. one from wife credit card and one from my credit card , my wife cancel the subscription on august however this still charge my account for august then try to cancel it so again charge my credit card . i never schedule cleaning from account when wife schedule from her account that all schedule show up on my account as well as her account

  Business response

  04/24/2024

  Dear *************************,

  This is our response to your complaint submitted on 8/30/2023 and was assigned an ID of ********.
  
  We have canceled your ForeverClean membership effective Aug 25,2023. Rest assured, there will be no charges and cleaning appointments 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

  08/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was attempting to locate a cleaning service for my mother and came across Dazzling clean online. They offered a discounted coupon for services. They canceled the first scheduled appt at the last minute. Upon completion of the cleaning on 8/28, I received notification from my bank that they detected potential fraudulent activity from a merchant who was making several transactions. I contacted BOA and they flagged the activity as suspicious. They stated there was a transaction for service on 8/27 in the amount of ***** a second for $30.00 (on 8/28), a third for $4.50 (on 8/28) and a 5th for $49.00 (on 8/28). I informed them that I had agreed to one voucher payment of $*****. I declined the rest and they removed them from my account. I requested they block my account from further activity from this merchant as it was not approved. I went to contact Dazzling Clean but there are no phone numbers to contact. Second, I sent an email and received a follow up email later that evening claiming that I signed up for a membership at $49.00 per month. I didn't not. I requested for them to cancel my account as I did not approve of a membership. It was a voucher only. They then said you can't get the voucher without signing up for a monthly membership. That was not disclosed at the time of purchase. They then refused to cancel my account as requested several times (I've retained the documented emails). They (****, from Dazzling Clean) then stated if I cancel before 5 months, I will be charged the full price of $249.00 for the service on 8/28. She then said they would offer me a discounted member price at $36.75 and offered another 1.5hr voucher. As if I am ignorant enough to trust them a second time. I did a bit of research online regarding the company and become aware of this "scam" and persistent fraudulent activity. I retrospect, I should have investigated them prior to accepting the voucher. The information online is damaging enough in respect to their credibility.

  Business response

  04/24/2024

  Hi *******, 

  This is our response to your complaint submitted on  August 29, 2023  and was assigned an ID of ********.

  
  Your ForeverClean membership effective March 1, 2024  is canceled so there will be no charges & upcoming appointments on your account. Also, your email has been unsubscribed as requested.

  As a courtesy, I've added a $10 credit that you can use should you wish to book an appointment with us. We recognize that situations and plans might change. As a result, we've ensured that your credit stays available and utilized whenever it suits your needs.

  All of the cleaners on Dazzling Cleaning are independent service providers that have been vetted for quality, reliability, and customer satisfaction but it is clear that Tanga failed to demonstrate what we pride ourselves on. Because of what you experienced, I've blocked them from accepting any of your future appointments.
  

  I hope youll give us another try in the future. If you need a cleaning, you can simply click this link:  ***********************************************;
  

  
  Elreen,
  Dazzling Cleaning Trust and Safety Team
  

  
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction? July 13th Money Paid: $259 + $226 (fee to cancel contract)Business commitment to me: monthly service fee of $49, they are to provide vetted cleaners at a discounted rate.Nature of dispute: Homeaglow has not fulfiled their end of the contract. The 1st worker who started great was showing available on her schedule, but went **** After several text messages she finally responded saying she was not available. I then decided to give them a 2nd chance and booked another cleaner who was a no-show on 8/24. I went online to follow the recommended steps, a text was sent to ***** (the cleaner). It was not her number, but showed as ******** with Homeaglow. In actuality it was someone's number not affiliated with Homeaglow and I had to deal with her attitude. Due to the lack of professionalism, I decided to terminate my relationship with this company. They told me because the 1st cleaning was heavily discounted, I owed $226. They deducted a monthly fee $49 from my account on 8/13, and I have recieved no service at no fault of my own. They stated cleaners are independent contractors, which seemed to be a tactic to avoid accountability for the employees they hire. With this being my home, I cannot work with a company I do not trust. I went on line and found numerous customers have had similar and worse experiences, the company has gone by different names, and there is no number to contact them directly (only email).********************************************************** Business tried to resolve: they offered a $49 credit and September monthly fee $49 waived. However, after reading reviews I dont trust them or their cleaners and do not want them in my home. As a compromise because I want to this done, I asked if the $98 in credits could be applied to the$226 balance they say I owe (=$128 balance). They told me the credits were not transferrable, and I owe the full balance. Advertising/when & where add seen? July 2023 GA ** commercial for Homeaglow services

  Business response

  04/24/2024

  Dear **********************************************,

  This is our response to your complaint submitted on 8/28/2023 and was assigned an ID of ********
  
  Your ForeverClean membership is canceled so there will be no charges & upcoming appointments on your account. Also, your email has been unsubscribed as requested.
  
  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. ↩