Failure to fulfill promises, high intermediary fees after termination, and uneven quality of service personnel

　　How can housekeeping services become "trouble at home"?

　　Gao Yazhang 

　　Reading tips

　　In recent years, the housekeeping service market has developed rapidly, and the annual registration growth rate of housekeeping-related enterprises has remained above 20%.

But at the same time, there are also some irregularities in the housekeeping service industry, triggering consumer complaints.

For example, failure to fulfill promises, high intermediary fees after termination, and uneven quality of service personnel.

The lawyer suggested that when choosing housekeeping services, try to choose some large and formal housekeeping companies, and make written agreements on the performance period, service content, service fees and other matters.

　　"When I bought it last year, I said that it was 600 yuan to provide 4 cleaning services. I have used it 3 times before, but when I made the last appointment, the customer service staff told me that there was only 150 yuan left, and the balance was insufficient to generate an order." 1 On 18th, Ms. Zeng, who lives in Chaoyang District, Beijing, told reporters.

　　Ms. Zeng told reporters that she bought a cleaning service card from a cleaning company on an e-commerce platform last year, but she didn't expect to encounter the problem of businesses failing to honor their promises.

　　In recent years, our country's government service market has developed rapidly.

Data from the professional version of Tianyancha shows that the number of government-related enterprises in our country has grown steadily, and the annual registration growth rate has always remained above 20%.

At present, there are 1.66 million enterprises whose name or business scope includes "housekeeping".

While the number of housekeeping service companies continues to increase, housekeeping service personnel have more and more "titles", and the scope of services has become wider and wider, including nanny, childcare, confinement, daily cleaning, cleaning services, home care, etc.

　　However, a reporter from "Workers Daily" found that some housekeeping companies have very different services and promotional content, and charge users high intermediary fees after the contract is terminated.

In addition, the service staff of some housekeeping companies are not as professional as they say.

　　After the termination of the contract, two months of intermediary fees were charged

　　In July last year, Ms. Wang from Hangzhou, Zhejiang Province had to hire a nanny to help with housework because of her pregnancy.

"At that time, I found a housekeeping company near my home, thinking that it should be guaranteed." Ms. Wang told reporters that the housekeeping company consultant enthusiastically introduced the company's service content after learning her needs, and recommended two to Ms. Wang Aunty interview.

　　"The consultant showed me my aunt's resume, which was very comprehensive, including the working hours of the aunt's housekeeping, how many families he served, what skills certificates he obtained, and what fields he was good at. After the interview, I felt that the aunt met my requirements and The consultant was also very comprehensive. I thought there would be no worries, so I signed a one-year service contract with the housekeeping company in July last year." Ms. Wang said.

　　Before signing the service agreement, Ms. Wang communicated with the housekeeping consultant and learned that the monthly intermediary service fee was charged at 10% of the monthly salary of the housekeeping service staff.

Although it is necessary to pay a one-year intermediary service fee in advance, if the contract is cancelled halfway, the fee will be charged according to the actual working hours of the housekeeping service staff and the remaining intermediary service fee will be refunded.

　　From August 1st to August 31st, 2020, the housekeeping service staff worked at Ms. Wang’s house for one month. Ms. Wang asked the housekeeping company to terminate the contract because she wanted to hire a confinement wife for her upcoming child.

"Who knows that the housekeeping company said that it would deduct two months of intermediary service fees, because I only notified the housekeeping consultant in September. But I had already notified the housekeeping company the day the aunt left the house, and they should be aware of this." Ms. Wang said, " During the multiple communications with the customer service of the housekeeping company, no satisfactory answer was obtained. The customer service only said that it was reviewing and going through the process."

　　Auntie "go and go" without contract

　　Ms. Feng, who works in Hangzhou, also encounters troubles while enjoying housekeeping services.

Due to busy work, Ms. Feng hiring housekeeping service personnel has become the norm. She has changed many housekeeping companies back and forth and encountered many problems.

　　"In June last year, an aunt our family hired a salary of 6,500 yuan. She heard from a fellow villager that an employer was willing to pay 8,000 yuan to ask her, but she left the next day and stayed at our home for only one week." Ms. Feng said, “I took out the signed contract and wanted to make up for my losses through legitimate channels, but found that the contract only stipulates when consumers will pay their aunts and what will happen if they are not sent on time. There are very few terms for housekeeping service staff, and the rights and obligations of the two parties are not equal, which makes me very confused."

　　In this regard, Zhao Zhanzhu, a lawyer at Beijing Yunjia Law Firm, believes that if certain clauses formulated by the contract maker unilaterally exclude the other party’s rights, increase the other party’s responsibilities and exempt oneself, then such clauses should be invalid.

When consumers choose housekeeping services, they should try their best to choose some large and formal housekeeping companies, and make written agreements on the performance period, service content, service fees and other matters.

　　Training is just a slogan, professional service is just a slogan?

　　"Later, our family hired another aunt. The aunt's resume stated that she had passed the housekeeping industry training, mastered the'S'-shaped floor mopping skills, and was known as a master of storage. But after coming to work at my home, I found that the floor was not clean. The expert is also a fake name, and I even have to demonstrate it myself." Ms. Feng told reporters.

　　After being questioned by Ms. Feng, the housekeeper said that the pre-job training arranged by the company was just watching related videos, and there was no practical course or practical assessment.

　　The reporter saw on the website of a housekeeping service training company that the scope of training covers confinement, prolactin, pediatric massage and other types of work, and there are distance training teaching points in more than 130 cities across the country, and there is a "senior maternal and child nurse class". The training period is mostly 1 to 2 weeks for the advanced dietitian classes, "advanced postpartum restorative classes" and so on.

　　The staff of the company told reporters that you can get the "Senior Nutritionist Training Certificate" and "Baby Nursery Training Certificate" within two weeks after paying 400 yuan, and there is no requirement for academic qualifications and working hours.

　　According to industry insiders, the requirements for “housekeeping attendants”, “elderly care workers” and “baby nurses” related to the housekeeping industry to hold professional qualification certificates have been cancelled in 2015. The so-called “qualifications” issued by housekeeping service companies to housekeepers "Certificate" is similar to a training completion certificate, which is independently recognized by the enterprise. The usefulness of the certificate mainly depends on whether consumers value it.