Complaints

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• Initial Complaint

  Date:21/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Lamb’s window cleaning company for snow clearing services. Aaron ****, the owner and I signed a contract and also had a verbal agreement over the phone prior to signing the contract regarding the areas that needs snow clearing. I paid them on the first of each month as agreed upon. Not a lot of snow this year and in their contract says they will only come out when the snow is 4cm and above. So the 3 times it snowed in November I cleared twice and the one time they came they did not clear all areas that needs clearing. I did not complain and did it myself. Now in December we had a big snow first week and I expected everything to be cleared. They only did the front and side of the house, left the back walkways and the parking lot. I sent an email, left a message and asked to please clear the areas mentioned. They came to do the walkways but not the parking lot. I sent another message, and kindly asked to please clear the lot as soon as possible and told him my concerns about the lot being slippery if it’s left uncleared.
  Aaron promised it will be cleared. Two days later still not cleared. Aaron promised again and said it will be done. I even made sure no cars on the lot on the day he said his guy will come. Now a week later work still not done. I left messages and when he called me he was making excuses and told me in a condescending way that I was not listening to him why the work is not done. This made me very upset and told him that it’s not my issue if he cannot get his guys to do a proper job. I am a paying customer and I expect things to get done properly and in a timely manner as agreed upon. I told him this conversation is over as his voice is getting louder and he is talking over me not letting me speak. I’m not sure what to do but hire another company to help me with the snow clearing but he already got paid for work that he didn’t even do. He is still responsible for clearing until the end of December. I told him I’m no longer paying beyond that.

  Business Response

  Date: 21/12/2023

  I spoke to this customer about her complaint I did send a staff member to clean up her snow and two days later it snowed again a very small amount.

  it is not 4 cm at the point that we come out it is only one inch which is 2 cm. Our paperwork does say three centimeters.

  the first time we were there we did the walkways the second time we were there we clean it up a little bit but the driveway was frozen because nobody had cleaned it when it snowed a small amount. I sent the staff member over 2 Days Later when the weather had warmed up and he did scrape down most of the driveway or parking lot area and cleaned it up nicely however two days later it snowed again and this is what you're taking pictures of.

  unfortunately we were not able to provide a service that you are expecting. Good luck to you in the future we wish you the best.

  Customer Answer

  Date: 21/12/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  *** ******** ***** ** ****** ** ***** **** * ** * **** *** **** * ** ****** ** ******* ***** **** *** ****** ** ***** *** ***** I have my tenants to back up my statements and they are trustworthy people who’s been with me for many years. They did tell me they came to clear the walkways and again when I asked. But no one cleared the parking lot not even once. If you consider flattening the snow on one part of the parking lot as your standard of cleaning up then you’re not giving value to your paying customers. It doesn’t matter how many times it snowed. If they cleared it and I mean the whole area as agreed upon the first time I asked *** *** **** ******* ** *** **** *** **** **** this would have been a non issue.
  

  *** ****** ** ******** * ** *** ******* * ****** ** ************ *** ** ****** ******* ******* ** ******** ** * ****** **** 
  
  ** **** ** *** *** ** ********* * **** *** *** **** ** **** ****** ** ****** **** **** ********* ** *** ******* 
  
  
  
  Sincerely,
  
  
  
  Pearl **********