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:07/30/2024

  Type:Product 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 contracted with Tru Window Cleaning to clean all the windows inside and out at my summer house. The cleaners arrived in time on Friday, 7/19, agreed to do a full job, and began work. When they were partway through, I was presented with a bill for the entire amount ($2850), and when I attempted to pay by credit card, they requested a check, which I wrote. Soon thereafter, they informed me that they couldn't do all the windows because some of them had storm windows, which needed to be removed first. The man (******) who appeared to be in charge (and who was very friendly) told me they would return to complete the job on the following Sunday (7/21). When I pointed out that some of the windows without storms were also not done, he assured me all the work would be completed to my satisfaction then. They did not show on 7/19, and texted me that their boss wanted them to complete another job first, but assured me they would return on 7/24 instead. On 7/23, I received a call from a woman who identified herself as ***, the boss of the firm, informing me that ****** hadn't realized that they had other appointments on Wednesday, so she would have to postpone again. She promised, however, that they would return to do the job on Saturday, 7/27 between 8:00 and 8:30 am. She also claimed that they planned to redo the whole job then. Of course they never showed on Saturday, and each time I texted, they offered another reason for delay.Then the messages ceased. When I complained by email over the weekend, they now claimed they had no way to remove storm windows and that they had already told me that--which was a complete lie. In the meanwhile, of course, they had cashed my check for the entire amount. (When I checked earlier in the week, that was still pending, so I thought I would be able to stop payment). In retrospect, I believe I was simply strung along until they could cash in. I deserve at least half my money back!

  Business Response

  Date: 07/31/2024

  Good Afternoon ****, 

  The original price for your windows due to the size of your home and the number windows, doors, and storms was $3,700. We did reduce that price down for you as is noted on the receipt you signed. The issue is not that we were not willing to complete the windows you mention, the issue is that there are storm windows screwed into your siding. These windows were not included in the final price, and we believe there would be an additional payment when we came out to do the remaining windows. The issue with completing the windows is access. This is something we have expressed on more than one occasion; the techs cannot remove hardware from your walls as the potential for damage is too great. They should not be up on a ladder and using drills. This is not in our scope of work. We asked that you have someone remove the screws and leave the windows so we can easily access them. It was our understanding a maintenance person was going to do this work. We did return to your home to complete this work, however nothing was removed, instead there was a drill left on-site. 

  With that being said, can you please let me know what you are requesting from us in detail? As noted, we are willing to do the work, what we cannot do per the email I sent you, is remove the windows that have screws in them. 

  Customer Answer

  Date: 07/31/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****