Complaints

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• Initial Complaint

  Date:05/26/2023

  Type:Customer Service 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.

  Upon calling Clearview around the 15th & 16th of May, 2023 to inquire their procedure/price for cleaning my windows. ******* answered and when I indicated I couldn't send pictures indicating that's usually not accurate but asked to have a representative come to my home. That has always been the procedure but she asked where I live going on to say "where is that, I never heard of the place". Then said she would look at a map and told me "they don't service this zip code, but stay in ************* and prefer to go west." When I indicated I travel to that area 3 times a week and it takes me ***** minutes she replied "we can't go to you because of the gas cost for one" and more excuses. I called back on 5/22/23 asking to speak to the owner. She replied "he doesn't return calls, that's what he pays me for". She doesn't know who she was talking to. I've had homes in ******* Hills, ******, *******, ******************** and *********************. But now for more. Their website indicates Zip Codes and cities (including ******) from San ***** and beyond *************. Fortunately I didn't have to ask her about insurance and worker's comp with them not appearing on the **** website. However their website claims fully insured with Worker's Compensation. Upon further investigation it's apparently a Certificate of Insurance from a company by the name of *********** While they have numerous Yelp reviews, I'm certain they may even belong to a company that gets paid to have customers submit a review before they even provide service. I never went any further with *******. If so, sad but ignorance is bliss. I do my homework.

  Business Response

  Date: 06/19/2023

  *************** for ***************************, the owner of Clearview Window Cleaning as I have worked for him for over 17 years and I was the person who took the calls from the complainant.

  In our initial call when I asked her address, she mentioned she lived in ****** (I never said anything about not knowing where that was....I used to live in ******!).  But I did explain to her that our service area probably didn't include her area but I would check via Mapquest and call her back.  She was very understanding in that initial call and even said "oh I understand all companies have certain areas".  But after checking Mapquest and immediately calling her back, I explained that it was a little bit too far East of our service area. And I never mentioned the cost of gas....never!  It's 100% about the amount of time it takes to get to a home and then back to our area to continue doing other jobs.  I'm also not sure what she's talking about sending pics and that's not normally how we determine prices during our estimating process?  

  Regarding her allegation of not having Worker's **************************** is the ONLY insurer in ********** and we absolutely have workers comp insurance and have all 17 years of being in business. 

  Her allegation of paying companies to put on positive reviews for us....we have never and would never use companies to do that.  If we did, we'd probably have many more reviews than we do.  We don't even solicit reviews from our customers (as some companies do).  NEVER.

  I'm not sure why her living in other cities has anything to do with this situation?  

  The last call she made to me asking to speak to the owner, she was insulting to me.  She stated that she was much older than I and had never been "interrogated by a receptionist" like me before.  I told her I couldn't ask the owner to return a call with absolutely no information whatsoever.  She wouldn't give me her name, or what the call was in reference to and I didn't realize I'd even spoken to her before.  With all the solicitation and scam calls we get daily, I need reliable information to pass along to **** in order for him to return a call. 

  I also advised this caller that there were many other good window cleaning companies closer to her area that she may want to contact.  So, I'm a little confused as to why she's so upset since she's never used us anyway?

  If you need more info from me, please feel free to contact me @ ************

  *******, Office Manager @ Clearview Window Cleaning

   

   

   

   

   

   

   

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20107040
  
  I am rejecting this response because: I have read some apparent contradictions to Valeries response.  One that really stands out is her saying she lived in ******.  I distinctly remember
  her asking where is ******, I never heard of the place?  Then went on suggesting she had to check a map.  I tried to help her by saying it was East
  of ************************** and West of Western Avenue.  When she asked if I could send pictures I told her I didnt think pictures would be accurate and
  doesnt somebody usually come to the property for the simple reason to provide an estimate.  I believe I was very clear in my original complaint to the BBB.
  
  But I have to be redundant in the zip code issue which clearly states zip codes they service.  Apparently she avoided addressing that and more especially
  since she said she lived in ******.  I dont believe the zip code has changed.  Fortunately we all have choices and clearly Clearview is a company I not only
  wouldnt hire but tell friends residing in ************* (their location) about my experience.  One person tells one and 5 more follow and on and on it goes.
  
  Many thanks to the BBB for their help in this matter.  I would not hesitate recommending the BBB to anyone who asks me.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/22/2023

  I have read some apparent contradictions to ******** response.  One that really stands out is her saying she lived in ******.  I distinctly remember
  her asking where is ******, I never heard of the place?  Then went on suggesting she had to check a map.  I tried to help her by saying it was East
  of ************************** and West of Western Avenue.  When she asked if I could send pictures I told her I didnt think pictures would be accurate and
  doesnt somebody usually come to the property for the simple reason to provide an estimate.  I believe I was very clear in my original complaint to the BBB.
  
  But I have to be redundant in the zip code issue which clearly states zip codes they service.  Apparently she avoided addressing that and more especially
  since she said she lived in ******.  I dont believe the zip code has changed.  Fortunately we all have choices and clearly Clearview is a company I not only
  wouldnt hire but tell friends residing in ************* (their location) about my experience.  One person tells one and 5 more follow and on and on it goes.
  
  Many thanks to the BBB for their help in this matter.  I would not hesitate recommending the BBB to anyone who asks me.
  
  Sincerely,
  
  ****************************

  Business Response

  Date: 06/22/2023

  My response to ************************ purported "contradictions" is this.   

  I absolutely, unequivocally did NOT ask where ****** was.  She is grossly mistaken.  As I stated originally, I lived in ****** in 2 difference residences years ago.  I grew up, attended schools and have lived in ******** most of my life which borders ******.  (this can all be verified as well).   I didn't say I needed to look at a map to find the **************...I needed to see the exact location in ****** because if it were at least on the West side of ******, we may have considered doing an estimate for her but it was not.  And I notified her of that immediately (within 15 minutes). 

  I did NOT request pictures to do an estimate as we don't do estimates that way and never have.  And since I immediately realized we weren't going to be doing an estimate, why would I even ask for pictures? There are too many nuances you cannot see in pictures (are there screens on windows?  what is the condition of the windows?  what is the accessibility to the windows?, etc.).   We ALWAYS go out and look at jobs to give accurate estimates.

  Regarding ZIP codes on our website.  Yes, there are a few ZIPs we no longer consider *** be in our "service area".  This website was built for us when we first went into business 17 years ago!  We rarely get calls from the few ZIPs we no longer service because we haven't done work in them for years and most of our business if from referrals.  But when I get the occasional call, I simply explain like I did to ******************** that their area in not in our service area and I never have problems with people not understanding that  We have become so busy over the years, that our service area has been reduced.  (we probably should have someone update our web...but as I said it's not been a problem....until now!).

  I'm sorry that ******************** is so upset and focused on this issue. Not sure why.  

  *******

   

   

   

   

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20107040
  
  I am rejecting this response because: I honestly can't believe her denial.  I know exactly what she said and I wonder what she considers "West" ******.  If she lived here 2 times her statements and other comments are laughable.  Maybe that's why she took such a long time to reply.  My time is much more valuable than reading her denials.  It would be a good idea for her to correct/update the zip codes especially since she's the one in charge.  I'm certain that there are other people who would come to the same conclusion.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/23/2023

  I'm not sure what I'm responding to as I've addressed all her allegations in prior responses.   

  1)  Just because I've lived in ******, doesn't mean I know precisely where ******************** lives, hence the question about her area of ******.

  2)  I have no control or responsibility over our website as I'm not a web designer so I'm unable to delete ZIP codes from it.

  ******************** states she doesn't want to waste any more time on this matter, but continues to do so.

  Thanks,

  *******