Hemfrid

KIMBERLY N

1.0

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.

Laura H. Patel-Smith

5.0

Our weekly clean is one of the best we’ve ever had and we’ve tried a few cleaning companies in Malmo. We’re looking forward to trying out some of the extra cleaning services and I love that the cleaning products are delivered to our home, less for the cleaners to carry and we can use them as well. The smell and ingredients in the products is also very good. Completely recommend

Sara

2.0

I have been a customer for long time and the service itself was good, but every time i cancelled a session less than full 7-days in advance , they would charge me for 240 SEK. I mean even a specialist doctor appointment u can cancel 24 hours in advance and u are not charged for any cancellation fees. Then i cancelled the whole subscription with Hemfrid and they sent the last bill like this : Please note that at least one cleaning session of 2 hours must be carried out during the termination month to avoid rejection of RUT at the Tax Agency. which i dont really understand, why they should apply for a RUT of a job that is not done. and then they cancelled the last session instead and charged me with 310 SEK ( 240 cancellation + 70 admission fee ) .

Oliver Lamberti

5.0

Easy to book, nice work done.