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:04/30/2024

  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 had used this company for 4 years and was very happy with their work and professionalism. But when they cleaned my windows last October two large windows were scratched, most likely because they sit high off the ground and ******, the cleaner, had to use a pole to reach them and caught an edge of the squeegee. I called the company and talked with *********************, the co-owner. She absolutely refused to believe ****** had been responsible and insisted something else had caused the damage. I submitted a claim to my insurance company and the adjuster came out, took some pictures and agreed the damage was from the window washing as there were no trees or anything else anywhere near the window. But my policy doesn't cover faulty workmanship. I have called and emailed the company several times and asked that they send an adjustor from their insurance company. I haven't gotten any response from them and it's been 5 months now.

  Business Response

  Date: 06/11/2024

  We are truly sorry to hear about your dissatisfaction with your recent experience. At AM/PM, we pride ourselves on our commitment to customer satisfaction and quality service. 
  
  When the issue with the windows was brought to our attention, we took immediate steps to address your concerns. We explained our cleaning process in detail and offered to review the entire procedure with you to identify any potential issues. We also proposed that if the scratching was due to our methods, our insurance would certainly handle the situation. Additionally, none of the other windows had scratches, indicating that the issue was not due to our cleaning process.
  
  You had mentioned that a previous company allegedly scratched your windows, and we demonstrated our window cleaning process by hand when we first began serving you. Our newer equipment was not available during your last cleaning, so we reverted to the original method we initially used with you.
  
  Additionally, we suggested a collaborative approach where both our insurances could discuss the matter to find a resolution. Unfortunately, we were not given the opportunity to communicate directly with your adjuster despite our willingness to do so.
  
  Furthermore, we never received payment for our services. We were willing to let that go given the clients dissatisfaction, although we did everything we could to address the concerns.
  
  We regret that we could not come to a satisfactory conclusion at the time and that our efforts to resolve the matter were not met with cooperation. 
  We have a long history of transparency and customer satisfaction. Its unfortunate that in this instance, satisfaction could not be achieved.