Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:24/10/2024

  Type:Billing 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.

  Diamond Window Cleaning has been serving our needs for close to a decade. The price for each cleaning is based upon an original quote going back to the beginning. We have had small increases periodically over the years. For example, in 2016 before taxes it was $210, in 2019 it was $217.12, and last year it was $296.46. We have not changed any service requirements over the years - same number of windows, etc. On October 15. 2024 we received an invoice for services provided the previous day. The charge was $540, a full 82% higher than the last year fee of $296.46. No warning was given in advance that there would be a major increase in charges. I have tried to find a compromise but my outreach was rejected. On October 17th I even invited the owner to call me the following morning but he declined to do so even though I learned later that he was in the office. I have since sent the company a cheque for $368.50 based on the 2023 fee plus a generous 10% to account for inflation and inclusive of taxes. My view is that this is a fair settlement given that no notice of the 82% increase was provided in advance of the services being provided. The payment they demand of me is $610.20/

  Customer Answer

  Date: 04/11/2024

  About a week after my complaint was submitted to BBB I received a phone call from ***** ******, the owner of Diamond Window Cleaning.  He was very aggressive over the phone and insisted I pay the invoice balance within the next few days.  He claimed to have spoken to his lawyer about my case and was going to have my "ass kicked" if I did not pay up.  Also he threatened to ruin my credit rating.  I reiterated that I had submitted a complaint to BBB and that if the matter cannot be resolved with BBB's help then he can take me to small claims court.  Given his aggressive tone on the phone I hung up after that.   

  Business Response

  Date: 21/11/2024

  - We cleaned the windows for *** ***** on October 15, 2024.He called the office that afternoon to pass along how happy he was with the crew that was on site and what an incredible job they did that day
  - the invoice was emailed to *** ***** October 16th,2024. He sent an email back to our office stating he thought there was a dramatic increase from the previous year.
  - ********** responded the same day explaining the breakdown of the invoice, showing how we reached the price he was charged. He replied and stated he agreed with the time spent on site, but the increase should have been communicated to him
  - ********** responded October 17th that the price would remain the same.
  - *** ***** replied back (October 17th) that he would be available at 9am Friday October 18th). ********** responded the same day via email to invite him to call ***** at 9am. *** ***** did not call our office.
  - *** ***** took it upon himself to only pay a portion of his invoice - $368.50
  - ***** ****** was away from the office from October 21th until October 30th, which was the reason for not responding sooner. At which time, there was a phone call between both parties.
  - Further to the initial complaint from *** ****** he added more comments (via the BBB site) about that phone call. He states ***** told him he would have his a** kicked, which is vehemently untrue. While ***** was not happy with the situation, no threats were ever made.
  - The outstanding balance for *** ***** is $241.70
  - Attached are the emails sent back and forth between both parties.

  Customer Answer

  Date: 22/11/2024

  Complaint: 22471340
  
  I am rejecting this response because:

  Some elements of the business response are accurate and others are not.   Without looking back at my emails the chronology of events appears to be accurate.  I also did tell the business that I was happy with the work the crew did but I did not state that it was an incredible job.  I had been using the business services for about ten years because they had been doing a good job as they did this year. 
  
  I note from the business response that ********* did NOT mention anything about the major increase in the cost of the cleaning for 2024 relative the previous years and that is from where my complaint to BBB originates.  No mention of an 80%+ price increase was made when I booked the cleaning service for this year.     
  
  It is also an absolute truth that ********* did indeed say over that phone that I would have my a** kicked and that I will have my credit rating ruined.  What he claims is a complete lie. 
  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 26/11/2024

  We did not communicate a price increase with the customer. Our prices are subject to change without prior notice, just as they have been in previous years.

  Upon booking his window cleaning, Mr. ***** did not inquire about the cost.
  

  Customer Answer

  Date: 03/12/2024

  I have been asked by BBB if I "have a contract from the company that states the price for services will not increase?"  My answer is NO.  I do not have such a contract.  As I stated in my original complaint, I have been using the company's services for close to a decade.  I have had modest price increases over this period but nothing like the billing for our 2024 cleaning.  I have already given examples of the price increases over the years, but this year the price was over eighty percent higher than the previous year.  Recent inflation in ****** has been running as high as 7% and as low as under 2% so having a price increase of over 80% in one year is clearly abusive.  That is the crux of my complaint.  I made a payment toward our 2024 invoice from Diamond Window Cleaning that was based on our 2023 invoice, and that was well above inflation but that did not satisfy the company.  This is why we are at a stalemate.   

  Business Response

  Date: 09/12/2024

  There is no contract for residential window cleaning.