Complaints
This profile includes complaints for Bubbles Window Washing & Gutter Cleaning's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:09/25/2024
Type: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.
We contacted Bubbles for window washing services on our primary residence. They came out and gave us a quote which we agreed to. When they arrived on the day of the service they said that because our windows are older/historic they would have to charge us more per window. We challenged them because they had already come out and examined the windows and gave us a quote, but we agreed to the adjusted price so the work would move forward. During the cleaning process they broke a window. They said that we wouldn't be charged until the broken window got fixed. However, instead of fixing the window or hiring someone to fix it they put the responsibility on us to hire someone, fix it, and submit reimbursement. The other option was to pay them half the invoice in order for them to fix it. Never had I been asked to now be responsible for coordinating for repairs stemming from an issue with a service provider. We called some window repair companies and they all said it is the responsibility of the vendor to hire and pay for the repair services. We challenged Bubbles and made clear that we are willing to pay the invoice so long as they hire and fix the broken window. They never complied and proceeded to charge our credit card which we successfully disputed. They are again reaching out to us with the same story saying that it is firm policy not to hire and pay directly for the repair.We would like Bubbles to find a window repair service to come repair the window and pay for it directly. As customers we don't feel like we should burden the cost up front and have to wait and trust that Bubbles will reimburse us.
Business Response
Date: 10/02/2024
Thank you for taking a moment to share your feedback with us. We appreciate the opportunity to learn more about your experience with Bubbles, LLC as we strive to provide excellent client care, and honest professional service. After looking into your account, we see this matter occurred back in March of 2024. We understand that we had some hiccups along the way, which we have previously recognized, and do apologize for the frustrations and inconveniences that have arisen with your service. It is our full intention to provide every client with a stress-free service that allows us to take one thing off your plate, and not add to it. With that being said, we also know that mistakes can and will happen. Bubbles, LLC stands fully behind making every situation that is anything less than complete satisfaction right and take responsibility for concerns following the service.
Since March we have tried to communicate with both responsible homeowners but have been met with resistance to the offered solution options. Thereafter, in Aug of 2024, we sought out options to collect our losses or ignite a responsiveness in regard to this matter. At the current time we have provided numerous options to come to an amicable resolution and have only faced more challenges with the communication process. Bubbles still stands firm on our ground and policies of taking responsibility for the damages, as we are interested in resolving this matter. We have provided the options to do so and hope to hear from you soon.
We offered 3 solutions:
Option A. Homeowner hires a repair company. That way,they can send us the invoice and the cost reimbursed or even just deducted from the unpaid balance due for services rendered. We estimate the repairs will cost a range of $150-$200.
Option B. Offered to credit their invoice 50% ($290).That way reimbursement addressed, so they can recover the cost of the repairs and scheduling when its most convenient.
- We Bubbles LLC hires the company with a sign of good faith by paying 50% of their service/ invoice ($290).
In summary: The concern was reported to us on 3/1/2024,so we felt ignored and/ or that the matter was insignificant. We did run their payment on 8/23/2024, after multiple and unresponsive attempts to communicate and choose a path to resolution.Customer Answer
Date: 10/02/2024
Complaint: 22338563
I am rejecting this response because: We have asked, since the beginning, for Bubbles to hire someone to come fix the window they broke and that we will make whole on the invoice thereafter. No other service provider we have ever worked with has made us, the customer, responsible for finding another service provider to come fix what they broke. It is common knowledge that industry standard that the service provider arranges for a professional to repair any damage they cause and can't fix themselves. Bubbles is only ok with this approach if we pay them half the invoice. A customer shouldn't have to pay anything to have a service provider fix damage they caused. This is time and energy we shouldn't have to expend to get this resolved and the solutions they have provided only convenience their business. Again, we plan to make Bubbles whole on the invoice as soon as they hire someone to come and fix the window they broke as we have stated to them from the beginning.
Sincerely,
******* ******Business Response
Date: 10/09/2024
We appreciate your feedback and hear your concerns related to our policies. We stand firmly behind the policies which we have in place but respect your stance on the matter at hand. Our policy still does however remain the same, in which we are requesting a quote or invoice from the service provider of your choice to have the window repaired. We understand that this option did not suit your needs, which is why we offered additional options to provide a more flexible solution. We feel that any of the options provided were more than fair given the amount of time that has surpassed since the original ordered services, and shows our commitment to do right by every client. This would include holding your invoice for 6 months. In our experience the repair/replacement of the broken glass runs on average pricing of $75-150. Both secondary options well exceed a fair outcome given this information. Our goal was to come to an amicable resolution to this unfortunate circumstance, but we have been met with opposition and resistance to every solution that we have tried to provide. At this time, we find it best we move on from this situation, so your invoice for the total of $580 has been waived. We wish you the best in the future, and hope that by using the funds saved from our service, you will consider repairing your window with any of the numerous companies we provided to you.Customer Answer
Date: 10/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, should Bubbles wish to recoup this invoice we still standby our willingness to pay it if they decide to go forward with our solution of fixing the window for what they're estimating to be around $150 by arranging for a window repair provider to come and do the work and cover that cost.
Sincerely,
******* ******
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