Homeaglow Bubbly Cleaning Dapper Maids Fly Maids Cleaner Connect Company Does Not Respond to Theft Claims Requests in Promised Timeline San Francisco California

Do you enjoy spending hours during the holiday season pulling together documentation for a claim regarding theft during your appointment, only to have it not addressed in the promised timeline? Does being trapped in an infinite loop of noncommittal statements like, "I'll try to get the team to take a look ASAP," really get your motor running?

Then, I've got the perfect company for you - Homeaglow!

In all seriousness, this is currently the incredibly frustrating situation that I'm facing, and I'm posting this review as a cautionary tale to other potential customers.

Before I get into the particulars, keep this in mind. Their claims form clearly states a 2-3 business day turnaround for following up on theft claims filed with the company. (I've shared a screenshot.)

And with that, here's how my situation progressed:

- 12/26 Late P.M.: I file a claim regarding my felony-level theft incident ($2500+ of missing cash, jewelry and handbags). I followed the company's process to the letter. In total, I spent several hours pulling the required documentation together (e.g., receipts, police report) and submitted TWO single-spaced pages' worth of information outlining all the evidence that implicates their cleaner as the thief.
- 12/27 Mid-Afternoon: Via both text and email, I alert my contact in Operations at Homeaglow that I filed said claim so she's aware it's in the queue.
- Contact responds back in a few hours and says that she's on vacation and that she'll pick things back up the following week when she's back working. (For the record, I don't have an issue with someone going on vacation. But what I have an issue with is the sore lack of business continuity planning. My issue was a known at the company, and there should have been someone else covering in her absence to deliver on the promised 2-3 business day turnaround on the claims form.)
- I push back via text, reminding her of the promised 2-3 business day turnaround, and receive a vague, "I will process what we can ASAP."
- 1/3 Mid-Afternoon: After radio silence from the company, I email and text my Operations contact again asking for an update.
- 1/4 Mid-Morning: Contact finally texts back saying that she's still traveling and is having connectivity issues, leaving with another noncommittal, "I'll try to get the team to take a look ASAP."
- I respond back, again reminding her of the 2-3 business day turnaround that they've clearly not adhered to. I request a response from the claims team by no later than COB 1/5.
- 1/5 COB: No response from the claims team.
- 1/7 Mid-Afternoon: Frustrated with being given the runaround, I escalate to one of the co-founders via email in hopes that he can help actually push this claim through.
- 1/10 Mid-Afternoon: Still no response from the co-founder or my Operations contact or the claims team.

So, to recap, I'm at 2 weeks since filing the claim, and still no word. Based on this experience, as well as customers' complaints on other websites like Yelp, I have the feeling that this company just brushes these types of issues under the rug, which is absolutely unacceptable.