Cleanify////Cleaning Connect
Complaint 246988 Details

Company website claims "%100 satisfaction guaranteed" but they forgot to add "if and when we feel like it". Booked and pre-paid via credit card for two 1.5-hr cleaning visit in Ottawa. First visit, cleaners didn't show up at all. Showed up late for the rescheduled date. Woman claimed she ran out of time to finish the cleaning (2 bedroom, 2 bath condo). Master bath was not cleaned at all. Woman spoke next to no English, very difficult to communicate. Also, she wouldn't take the keys so my husband had to stay home from work until she was done. Called Cleanify to say I wasn't happy with the service and wanted to cancel the second appointment. Was told, "sorry, no refunds. Final sale." I was speaking to Tracy, who had booked the original appointment. She said she was the manager. She never explained this "no refunds" policy in the original booking phone call. Also, no contract was signed, in violation of the Ontario Ministry of Consumer Services legislation (which states any services booked in advance and worth more than $50 MUST have a contract). Tracy didn't even send an email to confirm. When I pointed all of this out, she told me to read their "terms of service" on their website. There are no such terms of service, only FAQs. Many of the questions had to do with refunds. I pointed out to Tracey that since the FAQs contained information on refunds, clearly they do give refunds. She told me my situation didn't qualify. I asked her what would qualify under their "100% satisfaction guarantee". She said, "we only guarantee the cleaners will show up, we can't guarantee the quality of their work." She refused to refund my money even though I never signed a contract and was completely dissatisfied with the service.
This company is a total scam--not upfront about their practices, blatantly false advertising about their "satisfaction guaranteed" policy, and in violation of many consumer protection laws.