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:01/05/2024

  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 this company to clean my gutters. I called them in late October 2023 and spoke with the owner ******. ****** verbally committed to taking before and after photos of the gutters so I could see the work that was done, and said that they do this for all customers. I had also been told by another customer that before and after photos were provided. We agreed upon a price of $268, which ****** said is the "deluxe" package that would also provide patches for any holes/cracks found in the gutters during cleaning. At the time of the phone call, I provided my credit card number and was told I would be charged a non-refundable fee of $95 that day, and the remainder would be charged after the gutter cleaning was performed. I was also told I might get a "neighbor discount" since a neighbor had referred me to GlassPro. I had been told that I did not have to be at home, so I was not there the day that the gutter cleaning was scheduled, which was November 2. At the end of that day, my credit card was charged the remaining $146.20. I then received an email from GlassPro asking for my feedback. I responded to that email requesting the photos. Over the next 2 weeks, I contacted the company at least 3 times via email and phone requesting the before and after gutter photos. I never heard back, and then during the next rain, my gutters were leaking. I have no proof that the work was performed, and there are still leaking cracks in my gutters.

  Business Response

  Date: 02/08/2024

  We offer a 60 day clog-free guarantee with all our gutter cleaning services. This client did not contact us about her gutter cleaning having a clog, so she was billed for the agreed upon scope of work. 

• Initial Complaint

  Date:10/02/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 made an appointment for window cleaning with this company at my residence on September 21. The window cleaning was scheduled for September 28. When I scheduled the appointment I was told a $95 deposit was required. I made the deposit using my credit card. On September 25 I called to cancel the cleaning. I was told that my $95 would not be refunded. I pointed out that the scheduler never disclosed to me that the deposit was not refundable. Also, the terms and conditions included with the written estimate and receipt from the company did not state that a deposit was required or that it would not be refunded in the event of a cancellationin fact, there are no terms and conditions at all (the page is blank except for the heading Terms and Conditions). I wrote an email to the owner on September 21 asking for a refund of my $95:I called your company today to cancel the appointment. I learned then for the first time that the depositwas non-refundable. I pointed out that neither over the phone nor in writing was I told that the deposit was non-refundable. Had that information been disclosed I never would have made the appointment.I understand from your representative that you charge this depositessentially a cancellation feedue to a large number of last-minute call-offs. I would point out that since the appointment was not scheduled until Thursday this week, you have ample timefour daysto fill it. Finally, since the company did not make an on-site visit and did not purchase materials, it is out neither money nor man hours. There was, in short, no loss to you that a deposit would typically cover.I would like you to refund the $95 deposit to my credit card ending in ****, which you have on file. Please let me know by close of business tomorrow if you intend to agree to my request. Otherwise, I will take appropriate steps to have my money refunded.****************, the companys owner, has not responded.

  Customer Answer

  Date: 10/05/2023

  The business has credited my account with the $95 charged. 
  

  Thank you for your help in resolving this issue.