A housekeeping company that has been repeatedly complained about no service and no refund has also launched a large-scale promotional activity such as charging 6,000 yuan and getting 10,000 yuan in "618 Festival".
In the past six months, complaints about Sanding home economics and home visits have surged nationwide, and consumer reports have received a number of complaints in the background, pointing out that Sanding home economics and people come to their homes to lure consumers to recharge, and do not provide services and indefinitely delay refunds on the grounds of broken corporate capital chains, lack of cleaning personnel, etc.
This practice has aroused a large number of objections and complaints from users. Although the company claims that it is not well managed, the new promotion has not been interrupted, in addition to sending promotional advertising pushes through apps and text messages, its official website is also launching large-scale promotional activities such as charging 6,000 yuan for 6,000 yuan and charging 6,800 yuan for 6,800 yuan for "618 festivals".
The promotional text messages of Sandinglais have not been interrupted
According to the official website, Sanding Home Economics and Homecoming are companies under Sanding Home Economics Group Co., Ltd., and the group provides 100,000 order services every day.
"Look at the News" reported that Sanding Home Economics did not refund money but engaged in promotional activities in the "618 Festival"
The housekeeping service industry is directly related to the user's household chores, and "finding a satisfactory housekeeping is more difficult than finding a CEO" is the voice of many people. Nowadays, some single-handed cleaning staff are gradually signing up with the company, and people have begun to consciously choose brand housekeeping companies, but domestic service is still not worrying.
According to the official website, the home economics group was established in 1998 and is headquartered in Zhengzhou, Henan Province, which is a nationwide direct chain enterprise. The main business is housekeeping services and cleaning products manufacturing, has been operated in Beijing, Shanghai, Guangzhou, Tianjin, Zhengzhou, Jinan, Xi'an, Chengdu, Wuhan, claiming to have more than 60 branches.
Rights protection users are also from the above cities. According to users, sanding group employees also use "brand old stores, national chains, and abundant cleaning staff" as the selling point when selling domestic service pre-recharge. A Xi'an user told consumers that it was because he listened to the cleaning salesman's saying that "the enterprise is big and the old brand" was recharged with 38,000 yuan. It is reported that the channels for pre-recharge include Sanding Home Economics, websites that come to the home, apps, Taobao stores, Jingdong stores and offline stores.
However, a large number of users found that their services were not as "abundant cleaning personnel, on-the-go, and fixed-post" mentioned in the promotion. According to the official website of Sanding Group, in November 2015, the debut of the double eleventh festival of home appliances attracted more than 2.22 million gold, and the following year achieved good results... There are many rights protection users who bought Sanding Group's housekeeping products during the Double Eleven event.
Since the second half of 2017, the service quality of Sanding Group has plummeted, especially after the New Year, users have begun to fail to contact the enterprise, or have been prevaricating for various reasons - the enterprise cancels the service the day before the appointment time, changes the user's indefinite card to a time-sensitive card, unilaterally increases the unit price of customers, old customers must continue to recharge to give priority to dispatching orders, and refuse to answer calls from old customers. Sanding Group treats a contract as a blank cheque, which makes consumers very distressed.
Consumers in different cities have intercepted complaints about Sanding home economics and people coming to their homes
According to the analysis of hundreds of complaint cases on platforms such as background messages, media information, complaints, rights protection qq groups, Weibo and Tieba platforms, consumer reports found that the routines of Sanding home economics, people coming to home and not providing services and delaying refunds are the same, which is roughly the following 3 points:
1. The day before the appointment time, the service will not be provided
The service was lost several times, leaving consumers confused. A Shanghai user told consumer reports that sanding group promised to fix the time and fix the cleaning aunt before the pre-recharge, but when he really made an appointment, the company asked to change the date every time, and unilaterally changed the time many times when the order had been confirmed. On April 2, the user was first temporarily canceled, and then told that he would not be able to arrange cleaning until the end of the month, and the customer service said that he had to meet the offline order before arranging the online order.
It is not uncommon for a non-service announcement the day before the appointment time described above. In addition, many users said, "There was no cancellation notice on the day of the agreed door-to-door cleaning, and several times they waited in vain." ”
Complaints on the Weibo platform against Sanding and Lai Renjia's politics were intercepted
2. The capital chain is broken, and it is impossible to provide services and refunds
When the user proposed a refund to Sanding Home Economics and came to the home, many employees and online customer service in different cities said, "The company has problems with internal funds because of the break in the capital chain, and the lack of employee wages has led to insufficient cleaning personnel and cannot be refunded normally. ”
The employees were vague and contradictory, with complainants arguing that the repeated rhetoric was merely a shield to delay refunds, and that consumers were not obligated to pay for corporate debts.
In recent days, some users have received a notification that the refund will be postponed to July and August, and the customer service in some regions has issued a notice that unless the old customer continues to recharge, it will give priority to serving new customers. Regardless of whether the "financing" situation is true or false, according to the latest situation, the "financing" may not be in place on time.
Sanding Group customer service mentioned "June financing" and "internal funding problems"
3. In June, the financing is completed, and the operation is resumed and refunded
From June onwards, it will operate normally and refund will be completed, which is the unified caliber of Sanding. According to the New Express, the company claims to be integrating online and offline resources, and can only upgrade to normal services after the integration is completed in June, and customer service recommends recharging the newly launched preferential package.
Several media reported that Sanding Home Economics promised a refund in June
However, with the arrival of June, only a few consumers have received full refunds, and many users have been forced to accept installment refunds. Not every user who persistently asks for a refund is selected by "Lucky". According to users who have been refunded, refunds are very random, depending on the mood of Sanding employees and the luck of consumers, relying more on "intercession" refunds.
A Wuxi user pre-recharged in the Sanding Group app in 2014, and after being repeatedly "released pigeons" in April 2018, Sanding Group promised to refund the remaining 6,000 yuan in three times, but the refund date was repeatedly delayed, from April to the end of May, June, and then to the latest notification of the refund date in July and August. The user told Consumer Reports that the reason for refusing to refund ranged from "system upgrade" to "mid-June financing can be processed."
The above is not an isolated case, a number of complainants reported to consumers that after a strong request for a refund, the customer service will accept the refund application and promise to return it within seven working days, the actual situation is that the amount of pre-recharged points is emptied, and the drag trick will continue to be used after expiration. A Guangzhou user complained to consumers that he had agreed with Sanding Home Economics under the coordination of the Consumer Council to refund the refund before June 10, but the other party had delayed the refund date again on the grounds that he was too busy to forget to apply and the Beijing headquarters was busy with finances. According to the information, at least since 2004, the media has pointed out that Sanding Home Economics has been complained by consumers for not providing services after pre-recharging.
A number of media reported that Sanding Home Economics was complained about by a large number of users
In fact, in addition to recharging users in rights protection, Sanding Group employees are also asking for salaries. According to Weibo reports, Sanding Guangzhou Bridge Branch and Sanding Tianjin Hongqiao Branch owed students part-time wages and also required students to sign unequal agreements; Sanding Home Economics on Nursery Road in Shanghai owed wages to cleaning staff. There are also branches in other places that have defaulted on employees' wages, and there are full-time cleaning staff who report that the arrears of wages for up to 3 months range, making it difficult to collect.
There are also some employees who use the broken capital chain and their salaries as a reason to try to play the "sympathy card" to persuade users who insist on service or refund.
Sanding Housekeeping was complained about arrears of wages to employees
According to the national enterprise credit publicity system, Sanding Home Economics has been included in the list of abnormal operations by the industry and commerce department for many times because "it cannot be contacted through the registered domicile or business premises". Jiefang Daily has reported that Sanding Home Economics claims to have 32 directly operated branches in Shanghai, but only 10 branches actually have business licenses, and only 5 are currently in existence, and the remaining 5 have been cancelled.
Consumers everywhere have reported that when they want to return the card at home, they find that the company is "gone". Checking the national enterprise credit publicity system, only one Xingnan Road branch in Panyu District, Guangzhou has a business license, and the rest of the two stores in Shiqiao and Shiguang are service points, but their staff claims that there are three branches and sign contracts with customers in the name of the branch.
In the rights protection qq group of nearly 500 people, more than half of them complained to 12315, industry and commerce, consumer committees and other departments, but few successfully refunded. It is reported that the Guangzhou Tianhe District Consumer Council has taken over more than 30 complaints about the difficulty of refunding the prepaid card of Sanding Home Economics Group, regarding the situation that consumers dialed the 110 alarm and were rejected, the Council analyzed that the enterprise claimed that the capital chain was broken within the scope permitted by law, and although the enterprise did not perform the contract to continue to provide services, it occasionally provided services and did not run away, so it could not be called fraud, and then complained that the enterprise "withheld the user deposit and formed a pool of funds", and there was no actual evidence.
On June 13, the staff of the Online Transaction Dispute Mediation Center of the Yuhang District Market Supervision and Administration Bureau in Hangzhou informed consumers that at present, the "Lairen.com" store on the Taobao platform has been closed, Taobao has completed the advance payment of the online store deposit submitted by The Ren.com, and various departments are also exerting pressure on the comers to go home to demand refunds to users. However, the merchant's advance payment is only a drop in the bucket, and the Mediation Center suggested that if consumers believe that the platform party is at fault, they can complain to the local industry and commerce department.
Referring to the lawsuit, rights protection users have said that it is difficult to protect their rights because the main unit of the contract signed is not in the same region or local area. For example, most of the contracts signed by Taobao for the domestic service of Lairen.com correspond to the main unit from Beijing, and a Shenzhen user told consumers that they recharged 3,000 yuan on Lairen.com, but the subject unit of the lawsuit was in Beijing, and the ticket could not be crossed (lawyer reminds, you can choose to sue locally). Another Wuhan user told consumers that if the lawsuit is carried out according to the place of contract performance, it is also necessary to sue across regions, wasting time and fuel costs. All in all, most users think that the cost of rights protection is too high.
However, a Guangzhou user initiated a lawsuit against Sanding Group after the Council intervened in mediation without talking. He told consumer reports that during the mediation, Sanding employees mentioned that "there is no need to go to court for a little money, and then wait for 20 days a penny will not be less than you", the user believes that "from a large number of social news, it can be seen that Sanding Home Economics Group relies on membership cards, absorbs a huge amount of social funds, but later does not provide services for customers for various reasons, ordinary people can not get back the funds after simple rights protection, often because of the continuous rights protection time-consuming and labor-consuming choice to give up or compromise, In this way, Sanding Home Economics Group can occupy the customer's funds at a nearly zero cost. A just society should not condone such enterprises, even at the expense of their own time and energy, they must strive to protect their legitimate rights and interests. ”
Wu Jia, a lawyer at Qiancheng Qizhi Law Firm, told consumers that individual companies use membership cards and prepaid cards to absorb a large amount of customer funds, but they themselves do not have enough strength to provide corresponding services. When encountering customer return card complaints, set up various obstacles, disguised possession of customer funds, and customers often give up rights protection because of the small amount and high cost of rights protection, in this case, the enterprise will directly embezzle customer funds, such enterprises do "a million profits" business.
In response to the Sanding Group incident, Lawyer Wu Jia told consumers that according to Article 21 of the Measures for the Administration of Single-purpose Commercial Prepaid Cards, card issuers or card sellers should provide return services in accordance with the articles of association or agreement of single-purpose cards. Due to the reasons of the enterprise, consumers who are unable to enjoy fast and convenient housekeeping services should return the card immediately.
Lawyer Wu Jia believes that the "Measures for the Administration of Single-purpose Commercial Prepaid Cards" has made requirements for such membership card prepaid cards, which must be supervised by funds, but in practice, because there is no punitive measure, there is no good role, for the act of collecting customer funds in advance, a strict regulatory system should be introduced, especially to clarify that customers can refund unconditionally, after all, there is no payment and no fee, so as not to lose fairness, hoping to learn from the punishment method of the Consumer Protection Law, and impose more than double the punishment on enterprises that delay refunds. In this way, consumers can be encouraged to actively protect their own rights and interests and crack down on behaviors that wander in the gray area of the law.
In response to the company's claim of "June financing" behavior, Lawyer Wu Jia told consumers that the overall finance of the enterprise can be inspected and analyzed, if the main source of profit of such enterprises is embezzlement of customer advances, and the proportion of main business income is very small, its subjective purpose is to embezzle customer funds, and it can basically be concluded that it is a fraudulent enterprise in a legal form.
Yu Chao, a lawyer at Jingheng Law Firm's Shanghai office, told consumers that if the company cannot pay off its debts due due to poor management and operational losses, and its assets are insufficient to pay off all its debts or clearly lack solvency, the company or creditors can submit an application for bankruptcy liquidation to the people's court and liquidate all the company's assets through certain procedures to repay the debtor.
If the company or business manager simply does not have the actual ability to perform, tricks the parties into signing a contract to defraud money, or after the contract is signed, squanders the money paid by the parties, or conceals the money and refuses to return it, as well as flees with the money, it can be found to have the purpose of illegal possession, and may be suspected of contract fraud, and the party may report the case to the public security organs.
Measures for the Administration of Single-Purpose Commercial Prepaid Cards
Article 25
For a card-issuing enterprise whose main business is the retail, accommodation and catering industries, the balance of the funds received in advance shall not exceed 40% of the main business income of the previous fiscal year; the balance of the pre-received funds of the card-issuing enterprise whose main business is the resident service industry shall not exceed the main business income of the previous fiscal year; and the balance of the funds received in advance of the card issuer with less than one year of industrial and commercial registration shall not exceed 2 times its registered capital.
The balance of funds received in advance by the Group's card issuers shall not exceed 30% of the Group's operating income in the previous fiscal year.
"Pre-received funds" as used in these Measures refers to the total amount of funds received in advance by the card issuer through the issuance of single-purpose cards, and the balance of pre-received funds refers to the balance of the pre-received funds after deducting the price of the goods or services that have been redeemed.
Article 26
Large-scale card issuers, group card issuers and brand card issuers implement a capital depository system. The proportion of depository funds of large-scale card issuers shall not be less than 20% of the balance of funds received in advance in the previous quarter; the proportion of depository funds of group card issuers shall not be less than 30% of the balance of funds received in advance in the previous quarter; and the proportion of depository funds of brand card issuers shall not be less than 40% of the balance of funds received in advance in the previous quarter.