Renew Crew-South of the James

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. I have stated that I do not want Renew Crew/MrW*** to do anything else to my home; they have done enough damage already. I have paper mailed a letter in response to MrW*** response to my complaint. I put this letter in the US mail last evening, August 2,
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Ms. [redacted] contacted us to pressure wash her home and included in the service were cleaning the gutters, soffits and downspouts.  At the time the estimate was given Ms. [redacted] conveyed to [redacted] that the previous company that cleaned her home had severely damaged her gutters by using wire...

brushes and she pointed out the damages.  Tim explained we do use soft tip brushes (used for cars) on the gutters and vinyl siding, he also explained that we use non-caustic cleaners (citrus based, environmentally friendly) - no bleach.  He explained to clean the siding and gutters properly that we use ladders and scrub with the soft brushes to agitate our cleaner to provide a cleaner, clean.  Additionally, she had looked at our website which does detail our cleaning processes.  She pointed out that the deck did not need cleaning and that she was concerned about it being damaged.  She agreed and accepted our proposal.  The clean was scheduled and our crew arrived on [redacted]e to complete the work.  Before they exited the work van, Ms. [redacted] came up to them demanded to see our cleaners and our cleaning brushes for the siding and gutters.  She found they were soft.  She allowed them to proceed.  She also pointed out the existing damage on the gutters from wire brushes.  She did walk around with [redacted] our Lead Technician and pointed out the gutters and discussed the deck.  The crew began and completed the work.  Unfortunately, there were mistakes made.  It was a very hot day in the 90's and our vinyl siding cleaner did come in contact with the deck.  It did leave white residue because it dried in the hot sun.  [redacted] then tried in one area to clean the residue with pressure washer set on lowest pressure, the stain pealed off in spots and he stopped and contacted Tim to tell him of the situation and error.  She also demanded they stop cleaning the deck and became very demeaning to [redacted]. She refused to speak to our technician.  It was [redacted]'s opinion that the stain was layered on and did not have good adhesion but given the opportunity he could have removed the residue with our soft brushes but he was not allowed to proceed. Tim came by the next day to inspect and discuss the issues with Ms. [redacted].  He saw the damage to the deck and stated that we would fix it.  There was no damage to the railings as she stated.  He said, We would clean and re-stain the deck, that he would personally do the work, as she did not feel that our technicians knew what they were doing.  At this point, Ms. [redacted] demanded that we not pressure wash the deck, that we had to clean by hand and that the deck would need to be hand stained.  Tim agreed.  Cleaning the deck by hand is not the proper procedure, however, he wanted to do what she requested.  At that time, she agreed and said to contact her again in one week to schedule a time to clean the deck.  Ms. [redacted] then called [redacted] a few days later and left no message, however, Tim returned her call the same day.  The conversation went downhill.  She refused to allow us to come and clean and stain the deck.  She was very argumentative and demeaning stating that we did not know what we were doing.  She did not know how we were in business, etc.  [redacted] still tried to explain and accept responsibility and fix her deck.  He made recommendations regarding the stain.  She continued to be argumentative and demanded that we re-build her deck. Unfortunately, we do not build decks nor do we feel this situation requires the deck to be rebuilt.  The discussion ended, she said she would contact us later, she had other options.  We clearly accept responsibility for the damage to the deck.  The gutters were previously damaged and we did not add any further damage to the gutters.  We never heard anything about the grass or the railings until we received this complaint.  We welcome the opportunity to fix her deck.  We also did not charge her for the clean as we knew we messed up.