Heart & Home Cleaning

I am submitting a formal complaint regarding Stephanie Morales of Heart and Home Cleaning Services, whom I connected with through Angi. I am requesting a full refund of the $325 I paid for cleaning services. I am also requesting that Angi formally investigate this provider and consider removing Stephanie Morales and/or Heart and Home Cleaning Services from the Angi platform based on my experience and the documentation I can provide. On Saturday, October 3, 2026, I used Angi to inquire about hiring a housekeeper to clean my home. Several service providers contacted me, including Stephanie Morales of Heart and Home Cleaning Services. Ms. Morales contacted me by text message and asked me to call her so that we could discuss the services I needed. During our telephone conversation, I explained that I initially wanted my walls, floors, and kitchen cleaned. I informed her that my home was approximately 3,100 square feet, and she quoted me $300. When Ms. Morales arrived at my home, I modified the requested services because my movers had placed boxes and belongings in my living room, which prevented that area from being cleaned as originally planned. Instead of having the walls cleaned, I requested that she focus on cleaning my bathrooms and kitchen. My husband let Ms. Morales into our home. Several hours into the service, we heard her speaking with someone and discovered that another individual had entered our home to assist her. Neither my husband nor I had been informed beforehand that another person would be entering our residence, and neither of us was asked for permission. This was extremely concerning. We hired Ms. Morales based on our communications with her. Having an additional, undisclosed individual enter our private residence without our prior knowledge or consent created a serious issue of trust and personal security. After approximately five hours, Ms. Morales indicated that the cleaning was completed. I had to leave my home before she finished, so I was unable to fully inspect the work before payment. I ultimately paid $325 for the service. When I returned home and inspected the areas that were supposed to have been cleaned, I immediately discovered numerous problems. The kitchen countertops still contained dirt, grime, and crumbs. When I wiped the countertops myself with a Clorox wipe, visible dirt and residue came off. The inside of the kitchen cabinets remained dirty and contained grime and spills. The outside cabinet doors were still sticky, and the kitchen floors also remained sticky. The stove still contained substantial dirt and buildup. I also discovered that my stove had been unplugged and pushed back into place without being plugged back in. When I pulled the stove away from the wall, I found significant dirt, grime, and debris on the floor and in the area behind the stove that had not been cleaned. The bathrooms were also inadequately cleaned. Hair and other particles remained in the bathroom areas. When I wiped around one of the drains, a significant amount of hair came out. Hair and debris were also present in another bathroom. I have photographs and videos documenting the condition of my home after Ms. Morales represented that the cleaning had been completed. I contacted Ms. Morales and explained my concerns and provided evidence showing areas that had not been properly cleaned. Initially, I attempted to resolve this matter reasonably by requesting only a partial refund, despite believing that the condition of my home justified a full refund. Ms. Morales refused my request for a partial refund and instead offered to return to my home to redo the work. I declined because I no longer felt comfortable allowing her or anyone associated with her back into my residence. My trust had been compromised both by the condition in which my home was left and by an additional person being brought into my home without my knowledge or permission. Despite having two individuals working in my home for approximately five hours, substantial portions of the agreed-upon cleaning remained incomplete. Because my home still needed to be cleaned, I ultimately had to redo the work myself. After I provided Ms. Morales with photographs and videos documenting these issues, she offered me only $50. Given the extent of the deficiencies and the circumstances surrounding the service, I do not believe that $50 is an appropriate resolution. At this time, I am requesting the following resolution from Angi: 1. A full refund of the $325 I paid for the cleaning service. 2. A formal investigation into Stephanie Morales and Heart and Home Cleaning Services regarding this incident. 3. A review of whether this provider should remain eligible to obtain customers through Angi. Based on my experience, I am specifically requesting that Angi remove this provider from its platform so that other customers do not have a similar experience. My request for removal is not based solely on dissatisfaction with the cleaning. I am particularly concerned that an additional individual was brought into my private residence without my or my husband’s prior knowledge or consent. When combined with the documented condition in which my home was left after the service, this has caused me to lose confidence in this provider. I can provide Angi with photographs, videos, text-message communications, proof of the $325 payment, and any additional documentation necessary to substantiate my complaint. I respectfully request written confirmation that this complaint has been formally documented, information regarding Angi’s investigation of the provider, and assistance obtaining my full $325

Stephani was very detailed and thorough cleaning our home. She did a lot of extras that weren’t requiere and i really appreciate it. Highly recommended.