天津消协点名“五八同城”!上门保洁,收费忽然变卦?
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<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">12月15日,天津市消费者协会发布2021年11号(总16号)消费警示——时长“可控”与 承诺“可控”孰轻孰重?天津市消协三问“五八同城”。</span></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;"><span style="color: black;">案情简介</span></strong></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">2021年9月20日,消费者曹女士在“58到家”<span style="color: black;">微X</span>小程序购买“深度保洁100-119平方”的保洁服务,缴费466元。平台的服务项目说明<span style="color: black;">表示</span>:“深度保洁”的收费方式为“按平米”,面积100-119平米的服务“参考时长”为10小时/人。</span></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">曹女士在购买服务前向客服咨询收费方式以及超过参考时长<span style="color: black;">是不是</span>加收<span style="color: black;">花费</span>,客服答复:</span><strong style="color: blue;"><span style="color: black;"><span style="color: black;">根据</span>套餐的面积去打扫,不是<span style="color: black;">根据</span>时间去计时收费的,只要不超过套餐内的打扫面积就不会多收费。</span></strong></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;"><span style="color: black;">9月21日,两名服务人员上门进行清洁服务,5小时后终止服务,<span style="color: black;">暗示</span>按小时收费而不是按面积收费,<span style="color: black;">想要</span>继续服务必须加钱。</span></strong>曹女士拨打五八同城客服<span style="color: black;">tel</span>投诉,诉求“按约定完成未完成的服务项目”,客服<span style="color: black;">通知</span>消费者“深度保洁确实<span style="color: black;">根据</span>面积收费,但<span style="color: black;">因为</span><span style="color: black;">每一个</span>用户<span style="color: black;">需求</span>、家庭环境<span style="color: black;">区别</span>,是有加时加费的<span style="color: black;">状况</span>。”<span style="color: black;">暗示</span>愿意给予曹女士50元优惠券的<span style="color: black;">赔偿</span>。</span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">曹女士不认可其<span style="color: black;">处理</span><span style="color: black;">方法</span>,投诉至天津市消费者协会。</span></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;"><span style="color: black;">处理过程及结果</span></strong></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">天津市消费者协会受理投诉后,向“五八同城信息技术有限<span style="color: black;">机构</span>”发函调查。“五八同城”向市消协提交《<span style="color: black;">状况</span>核查说明》,<span style="color: black;">暗示</span>“平台针对深度保洁的服务项目说明中,确实标注深度清洁是<span style="color: black;">根据</span>平米进行收费,但在收费标准中<span style="color: black;">亦</span>明示了100-119平米的保洁时长(平台<span style="color: black;">供给</span>的服务时长会在可控范围内,如果超出参考服务时长,<span style="color: black;">没法</span>无限制的<span style="color: black;">供给</span>服务)”。“五八同城”<span style="color: black;">同期</span><span style="color: black;">暗示</span>,平台服务商在上门服务前,即与曹女士取得联系,<span style="color: black;">通知</span>派出两位阿姨,参考服务时长为10小时,双方达成一致后,阿姨上门服务。</span></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">曹女士则反馈,与平台服务商确实有<span style="color: black;">tel</span>沟通,询问超出时长后的处理方式。平台服务商在<span style="color: black;">认识</span>面积<span style="color: black;">状况</span>后,</span><strong style="color: blue;"><span style="color: black;"><span style="color: black;">知道</span>答复“不会超出服务时长,即使超出<span style="color: black;">有些</span><span style="color: black;">亦</span>不收费”。</span></strong></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">结合曹女士<span style="color: black;">供给</span>的客服聊天截图等证据,市消协不认可“五八同城”提交的说明材料和<span style="color: black;">处理</span><span style="color: black;">方法</span>,发出<span style="color: black;">意见</span>函<span style="color: black;">意见</span>其重新理解争议焦点并妥善处理消费者投诉。“五八同城”回函<span style="color: black;">暗示</span>维持原意见。此案终止调解。</span></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;"><span style="color: black;">法律依据</span></strong></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">《中华人民共和国消费者权益<span style="color: black;">守护</span>法》规定,经营者与消费者进行交易,应当遵循自愿、平等、公平、诚实信用的原则。</span></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">《中华人民共和国消费者权益<span style="color: black;">守护</span>法》规定,经营者向消费者<span style="color: black;">供给</span>商品<span style="color: black;">或</span>服务,应当<span style="color: black;">按照</span>本法和其他<span style="color: black;">相关</span>法律、法规的规定履行义务。经营者和消费者有约定的,应当<span style="color: black;">根据</span>约定履行义务,但双方的约定不得违背<span style="color: black;">关联</span>法律、法规的规定。</span></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">《中华人民共和<span style="color: black;">百姓</span>法典》规定,当事人一方不履行合同义务<span style="color: black;">或</span>履行合同义务不符合约定的,应当承担继续履行、采取<span style="color: black;">解救</span><span style="color: black;">办法</span><span style="color: black;">或</span>赔偿损失等违约责任。</span></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;"><span style="color: black;">消协观点</span></strong></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;"><span style="color: black;">一问“五八同城”:深度保洁收费标准<span style="color: black;">到底</span><span style="color: black;">为么</span>?</span></strong></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">“五八同城”公示服务项目中“<span style="color: black;">平常</span>清洁”<span style="color: black;">根据</span>时长收费,“深度清洁”<span style="color: black;">根据</span>面积收费,收费标准页面中明示保洁项目对应参考价格<span style="color: black;">包含</span>参考面积和参考时长。曹女士在购买服务前咨询五八同城客服、平台服务商得到的答复都是“<span style="color: black;">根据</span>面积收费”。五八同城公示并承诺“深度保洁按面积收费”在先,改口“超过参考时长需<span style="color: black;">增多</span><span style="color: black;">花费</span>”在后,其公示按面积收费的<span style="color: black;">道理</span><span style="color: black;">安在</span>?“深度清洁”收费标准<span style="color: black;">到底</span><span style="color: black;">为么</span>?</span></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;"><span style="color: black;">二问“五八同城”:服务时长会在可控范围含义<span style="color: black;">为么</span>?</span></strong></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">“五八同城”的“深度清洁”明示“收费方式按平米”,标明参考面积和参考时长。消费者可据家庭面积来确定服务<span style="color: black;">花费</span>,<span style="color: black;">亦</span>会依据参考时长预留时间接受此服务。“五八同城”服务时长的“可控范围”含义<span style="color: black;">为么</span>?若超出参考服务时长,<span style="color: black;">原由</span>是服务人员工作效率低还是房屋洁净质量差?若提前完成家政服务内容又当<span style="color: black;">怎样</span>处理?“五八同城”单纯强调时长的“可控”,但最关键的服务承诺“可控”了吗?</span></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;"><span style="color: black;">三问“五八同城”:明示收费内容外的收费<span style="color: black;">有没有</span>标准?</span></strong></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">“五八同城”公示服务项目虽然页面有参考时长,但未明示<span style="color: black;">根据</span>时长收费,<span style="color: black;">亦</span><span style="color: black;">无</span>提前向消费者明示超过时长的收费标准。曹女士向客服咨询收费标准,在确认按面积收费以及超过时长不收费的承诺后购买“深度清洁”服务,现场服务人员工作到参考时长后立即停止服务<span style="color: black;">需求</span><span style="color: black;">增多</span><span style="color: black;">花费</span>。“五八同城”<span style="color: black;">怎样</span>理解消费者的“知情权”?提前向消费者出示了<span style="color: black;">知道</span>的<span style="color: black;">增多</span><span style="color: black;">花费</span>依据和数额吗?</span></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">天津市消费者协会警示“五八同城”:<span style="color: black;">根据</span>约定和承诺<span style="color: black;">供给</span>相应服务是诚信经营的基本原则,请珍视消费者对平台的信任和<span style="color: black;">选取</span>!</span></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">津云<span style="color: black;">资讯</span>记者 吴宏 通讯员 张旭</span></span></p>
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