Complaints

• Initial Complaint

  10/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This home cleaning companys business practices are HORRIBLE! I was on a recurring schedule to get the cleaning discount but was told I could skip a month or two here and there and still get the discount. I did my September cleaning but then called to tell them to push my next cleaning into November. They verbally told me this had been done, but I never got a follow-up e-mail (they now deny this and say our notes say you were thinking about cancelling but never did). Assuming my October cleaning had been cancelled - based on the verbal confirmation - I did not think about it again until today (Oct. 13). This morning I get a text, Your cleaners are running 10 minutes late. What??? I cancelled a month ago. So I call HP and am told, Sir we cannot reverse the $606 charge, because we have a strict 24 hour cancellation policy. I tell them, But I was told a month ago it was cancelled. In response they say, Well we record everything and have no record of the cancellation. I keep telling them that I cancelled a month ago and need the charge reversed. Sorry, sirThe charge will stand because we have no record of your cancellation, and we have a strict 24 hour cancellation policy. I CANCELLED A MONTH AGOI must have said this 10 times, and kept getting the canned response of there being no record of the cancellation and there being a strict 24 hour cancellation policy. I might as well have been talking to a **** of rocks. They still refused to reverse the charge or even credit the charge to my next cleaning. Nothing we can do, sir.Strict policy. I FOLLOWED YOUR POLICY!!! But we have no record of the cancellation, so the $606 charge stands. This went on and on and on with absolutely no progress. HP needs to help accountable for their fraudulent practices. Even if I had forgotten to cancel - which I hadnt - for them to essentially steal $606 is just egregious. They are now putting the onus on me to disprove their poor record keeping.

  Customer response

  10/26/2023

  I was ultimately issued a refund and wish to close this complaint.  Thank you!

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked appointment yesterday at 4:00 and 6:00 was hit with a terrible fever and cold. Woke up sick and tried canceling at 6:10. Called, texted, emails to cancel They showed up at 8:40 and could clearly see that I'm sick and would not reschedule The director of customer said they were going to charge me regardless. I asked to reschedule and they would not. No consideration. They kept saying 24 hour cancellation but I did not have 24 hours to cancel.

  Business response

  03/10/2023

  Business Response /* (1000, 5, 2022/12/29) */ Highland Park Housekeeping has a 24 hour cancellation policy. Appointments must be modified or cancelled 24 hours in advance. Appointments cancelled less than 24 hours in advance are charged at full price. All customers who book online must check a box that indicates that have read and agree to the cancellation policy. Ms. **** booked her appointment online at 4:!5 AM on 12/27/22. Ms. **** attempted to cancel her appointment via text message at 7:18 PM on 12/27/22. Her appointment was scheduled for 8:30 AM on 12/28/22. As indicated in our cancellation policy, which Ms. **** agreed to when she booked her appointment, appointments cancelled less than 24 in advance are charged at full price. Please find Ms. ****'s appointment information (including the booking date and time), screenshots of the cancellation policy on the booking page Ms. **** used to book her appointment, Ms. ****'s initial cancellation request, and the date and time of Ms. ****'s appointment attached. Consumer Response /* (3000, 7, 2022/12/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) So I booked at canceled within 2 hours of making the appointment because I got a high fever. I texted and emailed them. I booked at 4:00 and sent text to them to cancel at 6:30pm the same day. With a high fever I could not be present to communicate with the ladies on cleaning and they insisted to stay at my house - unattended- and would clean. I asked them to please reschedule as I did not want to get their employees sick and was to ill to stay at the new home. The right thing to do would be to make a consideration for someone who is very sick. I do not recommend this company to anyone who wants a position customer experience- common sense is much appreciated and grace when sick. As I was coughing my lungs out they instanted I pay regardless Business Response /* (4000, 9, 2023/01/06) */ As stated above, all customers who book appointments online must agree to a cancellation policy before they are permitted to book their appointment. Highland Park Housekeeping's cancellation policy does not make exceptions in instances of sickness. All Highland Park Housekeepers are full time employees and paid a full 40 hour work week. Our cancellation policy protects the company from losing out on valuable revenue that allows us to pay our employees a livable wage, provide healthcare, vision and dental care, company vehicles, company uniforms, all equipment and supplies, and more. While it is certainly unfortunate that Ms. **** suddenly came down with an illness, Highland Park Housekeeping's cancellation policy is clear and necessary given the nature of our service to our customers and employees. Consumer Response /* (4200, 11, 2023/01/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their was no acceptable response. This company cares more about their profits vs the reputation of their company and health of their employees. Cancelling for good cause should be baked into the cost of doing business Customers beware- Highland Park Cleaners would rather keep the revenue and are oksy with sick customers in the presence of their employees. What values!

*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. ↩