Mopify

On November 13, 2019 I created an account with Mopify. The following week, Mopify sent to my Toronto home a cleaner, who I will refer to as Cleaner #1. Cleaner #1 started off well but each week the quality of her work declined and she would show up late for her appointments. Worst of all, I started to notice she had a rude and abrasive personality.

On December 18, 2019, Cleaner #1 became rude and abrasive when I expressed my dissatisfaction with her performance. In the early afternoon, Cleaner #1 was cleaning in the second floor washroom. Suddenly, I heard an unusually loud screeching, scraping sound emanating from the washroom. Regrettably, I did not ask what that sound was. I did not give the incident further thought.

A short time later, Cleaner #1 finished and left. The next day, December 19, I received an email from Mopify informing me Cleaner #1 was “reducing” her “work territory” and would not be servicing my home anymore.

On the morning of January 8, 2020, Mopify sent me a different cleaner who I will refer to as Cleaner #2. Cleaner #2 was late and she was not a very good cleaner but at least she was not abrasive.

After Cleaner #2 was done and left my home in the early afternoon, I decided to inspect her work. It was at this time I went to the second floor washroom and I noticed a straight vertical two foot scratch on the inside of the shower stall glass. This scratch had the appearance as if it were caused by someone scraping the glass with a key or other sharp item.
About an hour and a half later, I sent an email to Mopify to report the damage. Upon Mopify’s request, I provided closeup pictures of the scratch attached to the email. I stated I wanted the matter resolved and I wished to be compensated.

During the waiting period, I began thinking about how this could have happened. There is only my spouse and I living in this home, there are no children. This scratch was not there before I hired Mopify. I started thinking about the circumstances surrounding Cleaner #1 and how it seemed more likely she was responsible for the damage than Cleaner #2.

On January 13, 2020, Mopify replied by email and advised me Cleaner #2 denied causing the damage. I suggested perhaps it would be prudent to interview Cleaner #1 and I explained the reasons why. Mopify did not acknowledge my suggestion to interview Cleaner #1.

On January 16, 2020, I was advised by Mopify that contractors were being vetted to replace the glass. Upon Mopify’s request I provided measurements of the glass and distant pictures of the entire glass to reveal any mounting hardware.

On February 11, 2020, Mopify advised me they couldn’t see the scratch in the pictures so the glass couldn’t be replaced. Mopify offered me a free cleaning, a $140 value. It became apparent to be that the customer service process was suffering at this point because I started to feel like I was kept in the dark, I had to ask for updates rather than being kept informed regularly. I began feeling frustrated because of Mopify’s denials and coverups. My suggestions or recommendations were either ignored or shot down.

I refused the insufficient offer of a free cleaning. I stated that if Mopify didn’t want to replace or fix the glass then I would accept a monetary restitution of $1,000. Mopify did not acknowledge my restitution. Mopify asked me to provide more pictures which I did obviously revealing a scratch. I even provided a video of the scratch. I moved the video camera side to side to make the scratch more noticeable. I suggested someone from Mopify or the contractor could attend my home to view the scratch in person but Mopify did not acknowledge the suggestion.

On a couple of occasions, I asked Mopify if it had interviewed Cleaner #1 and what were the findings of the interview with respect to the damage but Mopify ignored or sidestepped my question. What was Mopify hiding?

On February 13, 2020, I closed my account with Mopify. Subsequently, I filed a complaint with the Better Business Bureau. Check the Better Business Bureau website to review the investigative result.