Terrible window cleaning experience
The website states: With each window we clean, we always include minor detailing in all the edges of the pane as well as a frame and sill washing. This is a customary service that helps us maintain complete customer satisfaction.
However I received the worst customer experience, was told that the edges of the window pane and sill were not actually the sill but the track, which was considered 'additional charges' and ended up with damaged window screens as a result of the services. The company did offer to replace the screen for free, but I was very disappointed with their service up until that point and chose not to more forward with getting it fixed by them. Would not recommend dealing with them. They also tried to increase the invoice after we agreed upon a price, and did not provide rationale until I realized and asked. They eventually fixed the invoice, but I was left very disappointed and felt like I was not a valued customer throughout the whole process.
- Approximate cost of services:
- $150.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Hey there Matthew I'm sorry to hear of your experience. Could you clarify a few things for me so that we can move forward in reconciling these issues?
Was the price of your final invoice the price you had requested? I was under the impression you were given the minimum charge price.
Secondly, as we discussed, we are more than happy to replace the screen. At no additional charge. Screens are fragile and this is why in our contracts it states the screen must be removed by the home owner or they will be charged 1 dollar. Since this was not made clear to you we opted to do it free of charge. If you would like, as I have mentioned we are happy to replace the screen.
Finally with regards to the frames and sills. It was my understanding there was some debate surrounding sills and window tracks.
You wanted us to open each window and clean beneath where the window sat when closed correct?In our industry this is commonly referred to as a track (despite there not being a literal track) This would explain why initially the cleaning wasn't provided. But again, since this was not made explicitly clear we returned to clean that section of the window sill at no additional charge. are you not happy with the sills and frames after the technicians returned? it is my understanding that despite this confusion - our team has worked to bring about the desired result.
Again, I'm sorry for your inconvenient experience. Is there anything that remains that needs to be resolved in order to have this review edited to better reflect our values and standard? is there something else we can do in order to reconcile these concerns?