NM
Nkuli M
1 reviews | Active since Aug 2023
01 Aug 2023, 08:13
Billed for sweepstar replacement cancellation I did not agree to!
I booked my favourite sweepstar as usual and the app accepted my request. On the day of the cleaning, a different person shows up at my gate. When I asked her what she was doing there, she told me that I had requested a cleaning service. I immediately contacted the SweepSouth office to try understand why I was sent a person I did not request. I was told that my preferred sweepstar did not accept or decline the booking thus a replacement was sent without my consent. I explained that I did not want a replacement and should have been contacted before a decision was made on my behalf to send a replacement and the app should not have made a confirmation of the preferred sweepstar had not accepted my request. I was told I would incur cancellation costs if I did not accept the replacement which I did not agree to. My account was debited for a decision I was not party to. Surely that is horrid customer service. Utterly disappointed.
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Replies (4)
SweepSouth's replyOfficial
01 Aug 2023, 15:38Hi Nkuli. Thank you for taking the time to post on Hello Peter.
SweepSouth is a tech platform that facilitates the matching of clients to SweepStars who work as independent contractors. This does mean that SweepStars are in full control of where and when they work, as such, from time to time, the person you select for your booking will not be able to work, and another, available SweepStar will be allocated to the booking. When any change is made, customers will receive an email to alert them to this change. Upon looking at your profile we noticed you do not have a valid email address to receive this communication.
We are so sorry for any inconvenience or frustration this has caused - Your account is set up to allow reallocations should your preferred SweepStar become unavailable. We can amend this setting to not reallocate anyone but this will allow the setting to change to a cancelled status. If you wish for us to proceed this way please email us at *** including a valid email address so we may communicate any changes on your booking.
Again, we profusely apologise and sure hope we can turn this experience around for you.
Regards.
SweepSouth is a tech platform that facilitates the matching of clients to SweepStars who work as independent contractors. This does mean that SweepStars are in full control of where and when they work, as such, from time to time, the person you select for your booking will not be able to work, and another, available SweepStar will be allocated to the booking. When any change is made, customers will receive an email to alert them to this change. Upon looking at your profile we noticed you do not have a valid email address to receive this communication.
We are so sorry for any inconvenience or frustration this has caused - Your account is set up to allow reallocations should your preferred SweepStar become unavailable. We can amend this setting to not reallocate anyone but this will allow the setting to change to a cancelled status. If you wish for us to proceed this way please email us at *** including a valid email address so we may communicate any changes on your booking.
Again, we profusely apologise and sure hope we can turn this experience around for you.
Regards.
SweepSouth's reply01 Aug 2023, 15:38
Official
Hi Nkuli. Thank you for taking the time to post on Hello Peter.
SweepSouth is a tech platform that facilitates the matching of clients to SweepStars who work as independent contractors. This does mean that SweepStars are in full control of where and when they work, as such, from time to time, the person you select for your booking will not be able to work, and another, available SweepStar will be allocated to the booking. When any change is made, customers will receive an email to alert them to this change. Upon looking at your profile we noticed you do not have a valid email address to receive this communication.
We are so sorry for any inconvenience or frustration this has caused - Your account is set up to allow reallocations should your preferred SweepStar become unavailable. We can amend this setting to not reallocate anyone but this will allow the setting to change to a cancelled status. If you wish for us to proceed this way please email us at *** including a valid email address so we may communicate any changes on your booking.
Again, we profusely apologise and sure hope we can turn this experience around for you.
Regards.
SweepSouth is a tech platform that facilitates the matching of clients to SweepStars who work as independent contractors. This does mean that SweepStars are in full control of where and when they work, as such, from time to time, the person you select for your booking will not be able to work, and another, available SweepStar will be allocated to the booking. When any change is made, customers will receive an email to alert them to this change. Upon looking at your profile we noticed you do not have a valid email address to receive this communication.
We are so sorry for any inconvenience or frustration this has caused - Your account is set up to allow reallocations should your preferred SweepStar become unavailable. We can amend this setting to not reallocate anyone but this will allow the setting to change to a cancelled status. If you wish for us to proceed this way please email us at *** including a valid email address so we may communicate any changes on your booking.
Again, we profusely apologise and sure hope we can turn this experience around for you.
Regards.
NM
Nkuli M's updateReviewer Update
01 Aug 2023, 15:58Surely if there is evidence that the intended communication did not reach me, I should not be held liable for the cancellation fee?
NM
Nkuli M's update01 Aug 2023, 15:58
Reviewer Update
Surely if there is evidence that the intended communication did not reach me, I should not be held liable for the cancellation fee?
SweepSouth's replyOfficial
02 Aug 2023, 12:28Hi Nkuli. Thank you for your response. We have sent you an email with the email address above with a screenshot of emails sent to you. We awaiting your swift response.
Regards.
Regards.
SweepSouth's reply02 Aug 2023, 12:28
Official
Hi Nkuli. Thank you for your response. We have sent you an email with the email address above with a screenshot of emails sent to you. We awaiting your swift response.
Regards.
Regards.
NM
Nkuli M's updateReviewer Update
02 Aug 2023, 13:12You sent communication about your decision to issue me with a replacement I did not authorize to a default (and non existent) email address. You are still not addressing the fact that I should NOT have been held liable for the subsequent cancellation!
NM
Nkuli M's update02 Aug 2023, 13:12
Reviewer Update
You sent communication about your decision to issue me with a replacement I did not authorize to a default (and non existent) email address. You are still not addressing the fact that I should NOT have been held liable for the subsequent cancellation!