Left my 80+ year old grandma waiting for hours for a pre-move clean without any communication. Once she chased them down they said no one with the right education was available and that it was basically tough luck for her and she should clean it herself. Horrible, horrible way to treat an old lady.
Kim Nicholas
för 1 år sedan
Dishonest, poor value, and a huge hassle
Hemfrid advertises being easy and simple to give you more time, but they wasted hours of my time and I was forced to double-pay for a service that was advertised as free ("gratis storstädning" is false advertising).
While the cleaning service itself worked fine (though very expensive), the business model, scheduling, payment, customer service, and app were a nightmare. Overall this experience added hours of stress and hassle to my life, and ultimately resulted in me double-paying for services that were advertised as free.
I subscribed based on a heavily advertised Instagram offer promising a free deep cleaning ("Gratis storstädning"), followed by a monthly subscription for cleaning every other week. DO NOT BE FOOLED BY THIS OFFER!
The initial deep cleaning went well and the cleaners did a good job. But after that, things went off the rails.
You are supposed to book cleanings in the app. But there were no cleaning appointments available for 6 weeks after I started paying for the service. I finally got a couple of cleanings done. While the quality of the cleaning itself was good, the price (about 2x market rate) and extensive hassle was just too high and I decided to cancel the service. However, I was required to continue to pay for two more months after giving notice I wanted to quit.
It was difficult to schedule any cleanings during that window, as there was just zero availability in the app. It was very cumbersome to schedule anything, as the app requires very extensive information from you to book (e.g., if you want to book a window cleaning, you need to take and upload photos and measure every window in your house before it's possible to schedule).
The service works on a "time bank" model, where you pay for hours per month which can then be applied to different cleanings, that vary based on extensive details you have to provide about your house. There are complicated formulas to calculate this (e.g., window cleaning is at 1.5 hours per hour) and it's not straightforward to see or understand what is happening from the app.
Ultimately, I paid for 3 months, which should have been 6 cleanings + the free initial deep clean. However I only received 4 regular cleanings, and was forced to pay one month twice.
I called customer service to clear this up. The first person I spoke to agreed with my accounting, said I had been billed in error, and promised to put the bill on hold so it could be sorted by the accounting department.
Four months and about a dozen emails and phone calls later, with constantly changing team members replying that had to be re-briefed on the whole history (the longest communication from Therese and the final one from Catrin), the bill had been sent to collections (PayEx) and I was forced to pay it even though it was incorrect to avoid damaging my credit.
The most frustrating part was that Catrin's final email claimed that the storstädning was not free, and should have been counted in my paid cleaning hours all along. This was just patently false, in direct contradiction to the offer that made me sign up in the first place. None of the other 5-6 employees I had contact with made this claim. It just added insult to injury that the customer service was so difficult and ultimately, untrustworthy.
Please save yourself time and money, do not engage Hemfrid- take your business elsewhere.
Cassio Minoru Miaguchi
för 2 år sedan
If only I had read the reviews of their services on Google before, I would not have contacted them.
My girlfriend and I hired Hemfrid services through the Benify discounts website and I was very disappointed with the service they provided.
For the moving-out cleaning, they missed a lot of obvious spots, such as windows (frame and glass), so of course the apartment didn't pass the final inspection due to those cleaning mistakes.
When trying to contact their support team, they weren't helpful and just sent the bill anyways.
Avoid stress and don't hire their services.
Mohammad Usman Omid
för 2 år sedan
Only once did we have a good cleaner and we asked to keep her they said no. Since then we keep changing cleaners since it’s always substandard- charges premium money for a very basic work. Not only that but 3 months after ending contract with them they kept sending bills which they thankfully took back after some debate.
Leticia Mortoza
för 2 år sedan
I’ve been using Hemfrid cleaning services for years. I used to be very happy about it, they used to be punctual, offering high quality cleaning, friendly and helpful staff.
Suddenly it all changed!
I had a cleaning booked for Monday 25th April and none has shown up. I didn’t get a message or a call to cancel the appointment and rebook it. I sent an email and between calls that I couldn’t answer and days for them to answer my email nothing happened and they just stopped replying me.
Then I had another session booked for Monday 6th May, everything confirmed in their site. I decided to call on the previous Friday to double check, and of course the appointment was not confirmed and again none tried to contact me to let me know that.
Now I have guests coming on Tuesday 7th of May and my place is very dirty as I was counting on Hemfrid and they didn’t keep their commitment.
They can’t be trusted anymore. And this is a huge disrespect to a customer who trusted them for years.
