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:08/01/2024

  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.

  *** did a roof powerwashing job at ******************** on 7/24. I found them on ****. They were to clean the roof. There is a small area of siding up on the roof that is covered in green algae that was not done at all. This arrangement is PART of the roof! If I could get up there to clean that, I could've done the whole thing. Secondly, there wasn't any clean up done whatsoever after. Shingles should never be powerwashed, it takes the protective coating off. All the granules from the shingles were covering everything within range of the roof including the car, patio, handicap ramp, gardens, and siding. It was stuck to everything and a huge mess. There were large piles of these granules in the grass & in and around the basement flood drain (it is yet to be determined if this has clogged that drain). It is now in the gutters & on gutter covers. The black muck and tar that came off the roof/shingles created drips down the white siding on entire house. If this is typical, the customer should be warned they will have to hire someone to clean up extensively after this project. So after paying $200, the house looks worse than before the work was done. I reached out requesting a *************** basically said no compromising (I have texts). ******* husband are handicap so I couldn't go on the roof to see the work that was done. When I had someone go up & look, they said the job was incomplete and it looks terrible and the roof is now ruined. Now I had to pay to have the entire house powerwashed & replace a roof.

  Customer Answer

  Date: 08/01/2024

  This will only let me send one picture at a time. Thanks for your patience.

  Customer Answer

  Date: 08/01/2024

  I was unable to delete a video that was added to the original complaint in order to add these photos so attached are pictures of what the house looked like after they powerwashed the roof. The roof was to be CLEANED. For them to powerwash shingles is just ridiculous. The other picture with the blue arrow shows the part that was not done at all. This is my handicap parents house and I do not live there. I can send pictures of the piles of granules that are on the ground asap. 
  Update: it looks like this system will not accept all the pics at once. I will attempt to send separately 

  Customer Answer

  Date: 08/01/2024

  I was unable to delete a video that was added to the original complaint in order to add these photos so attached are pictures of what the house looked like after they powerwashed the roof. The roof was to be CLEANED. For them to powerwash shingles is just ridiculous. The other picture with the blue arrow shows the part that was not done at all. This is my handicap parents house and I do not live there. I can send pictures of the piles of granules that are on the ground asap. 
  Update: it looks like this system will not accept all the pics at once. I will attempt to send separately 

  Customer Answer

  Date: 08/01/2024

  I was unable to delete a video that was added to the original complaint in order to add these photos so attached are pictures of what the house looked like after they powerwashed the roof. The roof was to be CLEANED. For them to powerwash shingles is just ridiculous. The other picture with the blue arrow shows the part that was not done at all. This is my handicap parents house and I do not live there. I can send pictures of the piles of granules that are on the ground asap. 
  Update: it looks like this system will not accept all the pics at once. I am having trouble sending them even separately?

  Customer Answer

  Date: 08/01/2024

  Image shows the damage to the shingles

  Business Response

  Date: 08/13/2024

  Dear BBB and *********** ********
  
  Thank you for bringing your concerns to our attention. At LBM Pressure Wash LLC, we take great pride in our work and strive to ensure that every customer is fully satisfied with our services. We sincerely apologize for any inconvenience you have experienced. 

  We understand that you are concerned about the area of siding that was not cleaned and the subsequent issues you mentioned regarding the granules and residue from the roof power washing. We conducted a thorough walkthrough upon completion of the job, during which the work was approved as satisfactory. However, we recognize that your experience did not meet your expectations, and we take your feedback very seriously.

  Please note that the team members who were sent to your property were in training at the time, as we continue to expand our operations and seek qualified employees. We appreciate your understanding during this period of growth for our company. In light of your concerns, we will be conducting an internal investigation, and if necessary, appropriate action will be taken to ensure that such issues do not occur in the future.
  

  To ensure your satisfaction, we are willing to offer a refund of $200, as it is important to us that our customers are happy with the work we provide. We also want to emphasize that we have a standard process in place to conduct a final inspection with our clients before leaving the site,to prevent issues like this from arising.

  We kindly ask that you allow us the opportunity to resolve this matter amicably, and we request that any negative reviews be reconsidered,as we are committed to maintaining the highest level of customer satisfaction.
  Please let us know how you would like to proceed, and if there is anything else we can do to address your concerns.

  
  Thank you for your understanding and for giving us the opportunity to resolve this matter.
  
  Best regards, 
  LBM **************** Team