I initially chose BlissBright Home Cleaning expecting consistent, professional service. Unfortunately, my experience did not reflect that.
After a prior cleaning, I raised concerns about incomplete work (specifically regarding my oven and overall standards not being met). I communicated clearly that I was uncomfortable continuing with the same cleaner and requested a different one for future appointments.
I was informed that the originally assigned cleaner would remain my cleaner and that there were no alternatives currently available for my area. I was told it could be "a few weeks or longer" before another cleaner might become available. At that point, my only options were to either proceed with someone I had already expressed concerns about or pause service indefinitely.
Given that this situation stemmed from service quality concerns and staffing availability on their end, not a last-minute personal scheduling change I chose not to move forward with the appointment.
I was then informed that canceling fell within their 48-hour policy and that I would be charged a $135.15 cancellation fee.
While I understand businesses have policies, I believe context matters. This was not a casual cancellation. I had documented service concerns, requested reassignment, and was told no alternative was available. Charging a full cancellation fee under those circumstances felt unreasonable and inflexible. Also keep in mind I never actually authorized the charge and he did it anyway and then stopped responding to me on the app once I referred to this as a legal issue.
Additionally, communication around cleaner availability changed over time, which added to the frustration. Transparency and accountability are important in service-based businesses, especially when clients are inviting professionals into their homes.
As a result of how this was handled, I have decided to discontinue services.
I hope this feedback encourages more flexibility and customer-centered problem solving in the future. read more