Complaints

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• Initial Complaint

  Date:05/29/2024

  Type:Order 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.

  Date of transaction: 04/30/2024 The amount of money we are owed: $1,700.00 Late fee $85.00 Total = $1,785.00 What the business committed to provide you: To pay the full contract amount upon completion of the services provided What the nature of the dispute is: ***************** hired us to clean windows at ***********************************, *************************************, but ***************** and its manager have refused to pay our invoice. The manager states she is not satisfied. Before we started working we informed the onsite contact, ***************** supervisor of the difficulty level to reach a couple of the windows. He stated he understood and gave us the go ahead to proceed. We were still able to clean them using an extension pole.Whether or not the business has tried to resolve the problem: We have tried talking to the manager, at ***************** of *********** ****** ************** | Cell **************, **************************************** but to no avail, she states she is not satisfied with the work performed and is only willing to pay about half. Her first offer was to pay us $800.00 but I declined to accept that offer. I stated our reasons, but she was not willing to accept it. A few days later she called asking us to submit an invoice in the amount of $1,000.00. I made it clear to the manager that I was not going to accept that offer. She had to pay the full amount due.Account/order/tracking number: QuickBooks Invoice # ****

  Business Response

  Date: 06/03/2024

  As part of our agreement with Trussville HS we are to wash all windows.  We did not have this capability, so we interviewed professional window cleaning companies to subcontract the work.  On April 29, 2024, we signed a sub agreement with Sunlight Building Services.  We had not worked with **** or his team ever before, but they seemed like a good company.  I can forward the sub agreement, but the file is too large to attach to this complaint.  We agreed to pay Sunlight $1700 for them to complete the cleaning of ALL windows including the highest ones as we did not have the ability to reach those.  We made it clear a forklift would be needed to reach these.  As you can see below the email from **** clearly informing us that he would be on the job with a forklift.  
  From: sunlight building services llc <*************************************>
  Sent: Monday, April 29, 2024 11:38 AM
  To: *************************** <***************************************>
  Subject: Re: *****************
  
  Good morning, 
  
  **** could do this work tomorrow if we are able to get the lift, does that work for you?
  
  
  Sincerely, 
  ***************;
  
  
  ********************************************************************************
  W. ************
  C.  ************
  *************************************

  
  We emailed back that we would meet him there.  Upon arrival the night of the job, my employee **** called right away very concerned because Sunlight did not bring a lift as promised.  He took a picture I have attached of the ladder they brought that clearly shows they would not be able to reach the top windows.  If a ladder was all that was needed we would not have required the insurance requirements spelled out in the sub agreement and we could have completed the job ourselves.  A lift was needed to perform this job.  As a result, Sunlight did not complete the job as contracted.  The entire top 1/3 of the windows were not touched since they could reach them.  Therefore, we now need to hire a second company to come back out and complete the job with a lift which will wind up costing us in total way more than the customer is paying us.  We thought the offer of $1,000 was more than generous for a job not completed and for a job that will now result in a loss for *****************.  

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21776155
  
  I am rejecting this response because: When we arrived on site, we communicated with the onsite ***************** representative that we could only do up to where the crew could reach. We asked if he wanted us to continue he confirmed. As far as the email ****************** sent, it states "if we could get a lift we would use it", unfortunately we were not able to acquire a lift with the capacity to reach the top windows with the budget ***************** was willing to pay. Our Original proposal had the necessary lift cost added to the budget, but that proposal was not accepted. She called a few weeks later and offered less then half of our original proposal but because we wanted to start a working relationship we accepted to work for the $1,700.00.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/10/2024

  If **** can provide any documentation that shows we rejected the offer to use a lift that would be important.  I provided actual documentation where in an email the *** of the job, he stated he would bring a lift.  There would be no reason to contract with him if we knew he couldn't actually complete the work needed.  The day he arrived our employee **** did tell him to do what he could since he was already there at that point.  But he took pictures to show that only 60% of the windows were going to be reached.  That is why we wound up paying him 60% of the contract because he only completed 60% of the work.  Who would pay 100% of an invoice when only 60% of the work was done?  As the contractor he agreed to clean ALL windows.  How he was going to accomplish that was up to him which we relayed would require a lift and allowed in the contract for him to come walk the site prior to accepting.  He accepted and decided he could try and do it without a lift but unfortunately wasn't able to finish the job.  It is pretty straightforward.  We paid him for all the work he completed.