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Comment by LukeHoersten | Hacker News Reader

We've had terrible service with Homejoy. I gave it a few tries and I'm too nervous to try again. You can't see who will be cleaning your house until you're locked in. There's no quality control.

It seems it may be a problem that's better distributed (ex: word of mouth in your local area).

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I've had the worst service with Homejoy of any startup/tech-related company in the history of my life, and lord knows as an "early adopter" I tend to try them all.

I super, duper, ooper, do NOT recommend Homejoy. It is WELL worth your time--at least at this point--to find a cleaning person on Craigslist or something like that and have a short talk with them to determine competence.

Homejoy is sending out anyone with two legs to "clean" your place.

Hi Otis,

We are so sorry to hear you had such a poor experience using our platform and we would really like the opportunity to turn that around.

Please look forward to an email from us soon.

Best, Team Homejoy

Seconding this comment. Tried a few times, had different cleaners every time (even when we requested a past cleaner that did a good job) and the overall quality was wildly variable, but always converging toward some degree of "poor experience".

Thirding this comment. I had my first experience last week and it was by far the absolute worst online experience I've ever had. Absolutely no automated processes outside of the scheduling, no quality control, and their 'solution specialists' not making things right in the end. I ended up having to file my first chargeback with my bank.

You can reach our support team 1-855-728-4569, 7 days a week, 5 am - 5 pm PST or support@homejoy.com.

Hi Breakingcustom,

Its regrettable to hear that you feel we were not able to resolve your concerns. Please accept our apologies as we truly want every client on our platform to be satisfied with their service.

We'd like to be see if we can fix this, but are unable to locate an account with the information available here. If you would just send us a quick email - attention to Escalations - with your contact information, this would allow a member of our team to follow up with you.

Best, Team Homejoy

>Its regrettable to hear that you feel we were not able to resolve your concerns. Please accept our apologies as we truly want every client on our platform to be satisfied with their service.

was this (and the one below) response posted from some outsourced call/service center ?

Agree, I also had the worst Homejoy experiences. Erroneous billing, people not showing up, them promising to take care of billing issues, but then not. Given Homejoy's service, their fast expansion is not something to be proud of.

My response to the email I received after this comment:

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The last house keeper did a terrible job and had a bad attitude. The house keeper we had before that left your company. We have to keep getting new maids. Each new one is an investment in a trust relationship. Having to go through that repetitively is a failure of your service.

By the looks of the comments on HN, a place where people are usually very supportive of services like homejoy, it's clear you have a systemic issue. Not to mention it costs more than a local maid. Why would I pay more to get a worse service?

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On Thu, May 15, 2014 at 4:59 PM, The Homejoy Solutions Team (Homejoy) <support@homejoy.com> wrote:

- Everyone Deserves a Happy Home - The Homejoy Solutions Team (HOMEJOY) May 15 14:58

Hi Luke,

My name is Kimberly and I am one of the Solutions Specialists of our client services team here at Homejoy. I saw your comment on Hacker News this afternoon and I wanted to follow up with you. On behalf of the entire team, I would like to apologize that your experience with us has been less-than-great and I wanted to get in touch with you to see how I can possibly remedy your concerns.

When I looked into your account, I was not able to find any mention of dissatisfaction. So, I would like to see if you would be able to provide me with you concerns, so that I may do my best to fix them.

I look forward to hearing from you and please let me know if there is anything else I can do to remedy this experience for you.

Best,

Kimberly E. Solution Specialist

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Hi Luke,

We are so sorry to hear about your experience. We really do not want any of our clients to be unhappy, so look forward to an email from one of our Solutions Specialists very soon.

Best, Team Homejoy

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