Complaints

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• Initial Complaint

  Date:04/13/2023

  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 had my windows cleaned on March 20, 2023 and paid $155 by credit card. After the owner of the company completed the work and left. I noticed a scratch in the middle of the big 2nd story picture window. I recalled hearing a "thump" when he was using an extension brush from the 1st floor to clean the window and since the windows were so soapy, I did not give it further thought. He was so nice, I initially did not want to take action and ss an older woman living alone, it is difficult to deal with these things on my own. After further thought, I realized this would affect the resell of my home. The window was replaced last year. I notified the owner by text. He said he was insured and would come to check out the scratch, however, after multiple emails and texts, all communcation stopped. He was VERY responsive when scheduling the appointment. I am trying to figure out what my options are, so, I thought I would start here. Thank you

  Business Response

  Date: 04/19/2023

  This ladies claim is false.  We serviced her windows on March 20th, 2023.  We used a water fed filtration system on her windows and thus there was no "soapy" substance on her windows since all we use is purified water.  I inspected the windows after the job and at the time she was excited and very happy about how clean they were.  She told me at the start of the job that she had never had them professionally cleaned and that this was a first time for her.  The interior of the windows were very dirty and very milky as she uses humidifiers in all the rooms of the house.  There was white dust on all the interior windows that was quit thick.  The point I am making is that the condition of the interior and exterior glass were so dirty that she could of had that scratch there for years and she wouldn't have been able to see it.  All our equipment is professional grade equipment rated for commercial use.  I stand by my company and our values and refuse to file an insurance claim because this lady is wrong and she is trying to scam us for a new window.
  
  

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19930809
  
  I am rejecting this response because: The large picture window was completely replaced last year.  The windows was not that dirty that the view was obstructed.  I agree, after the work was completed the windows looked great.  Based on the position of the sun, the scratch was not evident. By mid-afternoon the light clearly showed the scratch. The owner used a large extention brush from the ground floor to clean the exterior window.  I recall hearing a noise (I am guess the brush slipped), however, the windows were soapy at the time and I did not give it further thought. After I noticed the scratch, I wrote the owner, told him I went on the ledge to view and it was cleary a scratch, not a smudge.  He said he would come back to examine when he was in my area.  All communication stopped until I submitted this complaint.  It is very insulting to be told this is a scam.  Yes, he clearly uses a cleaning material that does not scratch windows, however, when a large extension brush is used from the ground floor to reach a second story window, there is more room for error and the scratch has nothing to do with the quality of the brush.  I think it is reasonable to have the window replaced.  I will try to get a picture that shows the scratch. 
  
  Sincerely,
  
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