Affordable Window Cleaning & Home Maintenance

I have attached the letter/response that was emailed to you on 11/24/in regards to the complaint filedI will also copy and paste the text of such at the bottom of this email to insure that it is received
Affordable Window Cleaning & Home Maintenance
** *** *** *** ** ***
***
November 21,
Response to complaint ***
Revdex.com
Attention: *** ***
In response to the Revdex.com’s November 14th, letter explaining Mrs, *** ***’s November 12th, complaint:
Prior to sharing our side of what Mrs*** *** has claimed to have occurred, we must first clarify that Affordable Window Cleaning & Home Maintenance is owned by Nick P***; nobody named Blake S*** has ever owned, nor worked for, or with, Affordable Window Cleaning & Home Maintenance; nobody associated with our company ever yelled, bellowed, or threatened Mrs***; and Affordable Window Cleaning & Home Maintenance has a great working relationship with Mrs*** ***s’ husband, *** ***We completed the fall follow up service that Mrs*** *** is attempting to receive reimbursement for prior to receiving our copy of her complaint with the Revdex.comMr*** *** was very kind, thankful, and is a satisfied customer that has expressed his apology towards Mrs*** ***s’ complaint
In July of Mrs*** signed up for our Yearly Home Maintenance Package that includes a spring or summer service of: inside/outside window cleaning, exterior pressure washing of siding, roof and gutter cleaning and a fall service of: outside window cleaning, roof and gutter cleaningThe Yearly Home Maintenance Package is a highly discounted service package and customers participating in consecutive years are locked in at their low ratesOur Yearly Home Maintenance Package agreement clearly explains that our fall service is set by our company, that customers do not need to be present for their fall service as it is prepaid and involves exterior work only, that they may cancel their fall service at any time however no refund or exchanges will be given, and that each consecutive year that they participate in our package, their rates will not increaseIn order to offer such a highly discounted package we must work efficiently and therefor schedule our fall services by neighborhoods, first notifying customers when we will be on their property to complete the second part of their service
In 2015, *** and her husband, ***, were thrilled with our Yearly services, had us also paint the exterior peaks of their home, and referred us to neighborsIn May of 2016, *** verbally extended her Yearly Home Maintenance Package for the same low price of $as she had paid in (though our rates increased to $for her size home)*** also had the lawn side of our company begin caring for her yardUnfortunately, on a scheduled lawn service, one of our lawn employees performed a horrible edging jobMrs*** *** was outraged and the poor lawn service undid any good working relationship that we previously hadWe apologized for the error, continued providing lawn services at no charge until the lawn was restored to its prior condition, and let the employee in question go
On the morning of Friday, October 28, 2016, our secretary, Heather S***, attempted to reach *** and ***, leaving a phone message to let them know that their fall services of outside window cleaning and roof blow-off & gutter cleaning would be completed Monday, October 31st, that there was no need to be home as the service was already paid for, and that if we missed them, we would leave our card in their door to let them know that we had been byAt 4:20pm on Friday, October 28th, Mrs*** *** tried to reach Heather, leaving a message that she had a question about the message Heather had left herHeather did not listen to ***’s message until after business closed (5pm) on Friday, October 28th, the message did not seem urgent, and Heather returned ***s message Monday morning, leaving a message that *** then returned a few minutes later*** indicated her disapproval at being told when service was to occur, that the time did not work for her because after the way her lawn had been treated, she would like her husband *** to be present when our company was at her home, and that she would like us to please come Wednesday or Thursday of the same or next weekHeather attempted to explain how our Yearly fall-follow up services were scheduled, that our schedule was booked and that while we could float Mrs***s services and try to fit her in on a Thursday or Friday in November, by refusing service that day, we could not guarantee that we would be able to make it back before the weather changedMrs*** was very frustrated, did not want to hear what Heather was trying to say (nobody was yelling), requested a copy of the contract, and hung up on HeatherNick and his crew were completing Yearly Home Maintenance fall services in Mrs***’s neighborhood and Heather notified him that Mrs*** was not happy and wanted to schedule her service on a Wednesday or ThursdayNick drove over ahead of his crew to talk to Mrs*** and see what could be doneBecause Mrs*** was not happy, Nick recorded his conversation with herThere was no yelling, bellowing, or shaking of a fenceNick was very businesslike, and let Mrs*** know that it was absolutely her right to refuse service without *** being present and that while we couldn’t guarantee service at another time we would certainly tryMrs*** indicated that she was done with us, was contacting the Revdex.com, and closed the doorThe only thing else that Nick said as *** closed the door was that the phone conversation had been recorded
Once Affordable Window Cleaning had completed Yearly fall-follow up services for the rest of its customers, a spot was reserved on Thursday, November 17th for *** and ***s fall serviceWe mailed a letter to *** explaining that we were not trying to be difficult and that weather providing, we could squeeze his fall service in on November 17th (if he would like)*** called Nick and said that would be greatThe fall service was provided on November 17th and *** expressed his gratitude for our servicesAfter receiving our notice from Revdex.com, Nick called *** to make sure that there was not anything else that we could do and *** said that he was good to go, that he was not aware that *** had filed a complaint, and that he would ask her to remove it We are very disappointed that we could not turn things around with Mrs*** *** and wish her well
Thank you,
Affordable Window Cleaning & Home Maintenance

I am very sorry to hear that you received an unwelcome door hanger on your door. We make every effort to look for signs that indicate no soliciting and I am sorry that in human error we obviously did not see your sign.