Homeaglow

As previously stated, we do not do estimates, nor do we have phone supportMs [redacted] made the appointment (view-able in previously attached documentation) and then sent our cleaner away on the date ofThere is never any correspondence between her and Homeaglow, nor ever any cancellation of the appointmentThis is all view able through the documentation previously provided, detailing our entire relationship with Ms***

Complaint: ***
I am rejecting this response because: What this business is claiming is absolutely untrue, and the business is knowingly stating informationIt absolutely signed me up for a repeat cleaning several times without my permission causing me to have to repeatedly cancel appointments made by them, regardless if they were "cancellable" or not I stand by my original complaint and have provided screenshots of Yelp proving other customers are being randomly signed up without their permission.
Sincerely,
*** ***

The customer's account has been removed as requestedEmma

To customer:You are notified prior to setting up an appointment that we auto-generate a schedule based on your instructionsThe appointments are also completely cancellable with no charge up to hours before, and we do send email and text reminders several times before the appointment. To
Revdex.com admin:This review contains and misleading informationLet us know if you need any proof of incorrect information put forth by the complainant

Complaint: ***I am rejecting this response because:everything in their statement is all of the correspondence between Homeaglow and me in the last month so their statement that they don't recognize me nor my complaint is not trueThis is the company I am complaining aboutI had been checking out other cleaners to get the best price I could under the circumstances but I didn't correspond with any except HomeaglowSincerely,*** ***

To Revdex.com Admin: We keep detailed records on customer use and can view when they have viewed our websiteAfter review, we determined that *** had never cancelled the appointment through our portalWe also notified her several times of the upcoming cleaning in both text and email format (see
attached PNG file with dates of reminders)
To ***: I apologize for the scheduling confusion, and that you were charged for this lockout, as per our policyI would be happy to reach out to the cleaner on your behalf to see if she would be willing to work with you either by refunding partially or completely, or returning at a later date to complete the appointment

Hi ***,
Both vouchers are validated, so they would be applied to the next appointment (That would constitute hours)The portion that was NOT disputed has already been refunded.
I also did notice that you have a $credit - that would apply to your next appointment as wellThe appointment is currently at hours (the first was at 4), so the remaining charge would be $
Hope this helps!
***

Complaint: ***I am rejecting this response because:
From the CONSUMER:
Sent 8/1/1:32:PM
Complaint: ***I am actually not rejecting the message, but want to get the confirmation and verification Please explain to me how you are going to issue the refund to me and how much? Yes, I disputed the part I paid with credit card, and that is only a small portion (34.85$) and the only part I can try to recover myself without the help of others like Revdex.com I requested to get what I've paid, so if the dispute is successful, I will pay 34.85$ for my future appointment If you prefer that I withdraw the dispute (I agree it might be easier), I will do that Please confirm that once I withdraw the dispute, I don't need to pay anything for my next cleaning appointment, or please clarify what kind of refund I will get and how you are going to issue it. Sincerely,*** *** Sincerely,*** ***

To Ms. [redacted]:
Unfortunately, I believe that you have mistaken us with another cleaning company. Our registered address is in San Francisco (though we do operate in Seattle and New York), not New York, and we also do not provide phone support for booking, nor do we provide estimates. While we did...

receive a request from you (which [redacted] declined) and we re-matched another cleaner to you, we have 0 record of correspondence (provided in documentation) leading up to the date of the appointment. I believe that you do have us mistaken for a different cleaning company (that you may have made arrangements with prior to booking with us.
To Revdex.com admin:
Ms. [redacted] seems to have been booking with several cleaning companies at once. Please see attached correspondence to see our record of communications with Ms. [redacted] (starting with the booking of the appointment and leading up to her initial complaint to our support email) and aid us in getting this review removed.

Hi [redacted]
 
I've just checked, and the customer's account has been closed, and they will not be auto-scheduled in the future unless requested.
 
- [redacted]

Revdex.com:I have...

reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I am sure you are aware that there are many many complaints against you on this same issue on your yelp page. It took me the better part of three hours "rescheduling" appointments until somehow my account was NOT closed, as I requested, but appointments didn't appear any more. There is NO way on your website to cancel appointments or cancel accounts entirely-this has obviously happened to dozens and dozens of people.
Sincerely, [redacted]

Hello,
 
The company did finally reach out to me and they have closed my account and will not be contacting me any further. 
 
Thank you for your efforts,
 
[redacted]

Hi [redacted],
 
This is [redacted], Ops Manager with Homeaglow. 
 
I just took a look, and, as I was prepared to issue a refund, we were unable to, as you have disputed the charge. Thus, we would be unable to apply the charge to a future appointment. 
 
We are happy to resolve should you withdraw your dispute, and refund the charge.
 
[redacted]

As previously stated, we do not do estimates, nor do we have phone support. Ms. [redacted] made the appointment (view-able in previously attached documentation) and then sent our cleaner away on the date of. There is never any correspondence between her and Homeaglow, nor ever any cancellation of the appointment. This is all view able through the documentation previously provided, detailing our entire relationship with Ms. [redacted].

Complaint: [redacted]I am rejecting this response because:
This IS the company I dealt with. The are emails and one phone call that I still have in my computer as well as the time and date of the phone call.
I would like to pursue this until I get my money back from Homeaglow.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Date Sent: 6/16/2017 2:33:08 PMComplaint: [redacted]I am rejecting this response because: I clearly cancelled the appointment. See my profile on your site picture. You already told me you would call the cleaner, I called 3 times and still haven't got a response.Sincerely,[redacted]Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   Thank you (Revdex.com) very much for the help!
Thanks to the business that applied the credit to my next appointment.  I will pay the current charge 29.79$ (my calculation should be 29.80$---so I was charged 1 cent less).
Sincerely, [redacted]

I hope your business and your cleaner are honest.   Here is my side of the story:
I have a cleaning appointment scheduled on May 19th.  On May 18th, I called the cleaner to cancel the appointment as the kid was sick.  After talking with the cleaner, I kept the appointment as it was hard to find another proper time before end of June to reschedule.   Then on May 19th morning, your cleaner called and offered to cancel the appointment considering my kid is sick and I appreciated the offer and we agreed to reschedule.  Do you think you should charge me in this case for the cleaning not done on May 19th?
OK, just assume you can charge me for the service not done on May 19th, it is based on the agreement that your cleaner will do it for me in the future without charge (as it has been charged).  Do you think it not reasonable I request you apply the charged amount to my future appointment as your cleaner does not reply me?
 
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

To [redacted]:
After reading this complaint, it does look like, without our intervention, you successfully cancelled all upcoming appointments on your account. Let me know if you have any other questions!
To Revdex.com Admin:
This customer was able to cancel the account.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. But, I think it's very poor business practice to obfuscate how to cancel service. Sincerely, [redacted]