Clean Pro / KJB Limited

Complaint[redacted] not completed. I requested this company to clean my gutters. The techinician came out on June 12th. When I inspected the work on June 13th, the gutters had not been cleaned. Mud still in the gutters and on my house siding and in the outside air conditioning unit. I call the company and they advised they would check into it. The following Wednesday, I received an email from the company saying they send a technician out again and my outside water source was not working. I have since received invoices for the total amount of serivce for $157. I have repaired water source and advised them to complete service. They are asking for additional $45 to come out again. My complaint is two-fold. They should have cleaned what they could on the first visit without the water soucre - they did not clean and left mud everywhere on and around my house and most important, they should have advised me on the first visit, June 12th before ever starting the job that it could not be completed because of no water source. Instead they made a mess and it was not until I called the following day to complain that they even looked into the matter. The company will not acknowledge that the first technician had any fault in not reporting the situation of no water source and incomplete work. Now Pro Clean won't come back and finish the work without paying the additional $45. They would not have had to come back a second time if their techinican had reported no water source on the first trip - on June 12. The company will not work with me now unless I provide the additional $45 for what is already an expensive gutter service - $157.00Product_Or_Service: [redacted]Account_Number: Invoice 25067 - no wDesired SettlementI would like the full gutter cleaning service for the $157 that was agreed on. I do not feel I owe then $45 additional because they had to come out a second time to check the water source - their first visit should have written that up. Because they now have to come out for at "third" visit, they want it to be at my expense. Business Response This was the last email that we sent to Ms.[redacted]. All of the below is documented via email and can be forwarded on upon request. Parts in parenthesis are added for your benefit. From my research of the matter you requested a quote for gutter cleaning from us on 29th of May. We gave you a quote for $157 on the same day and stated we would " To clean out, by hand, the interior track of your gutters and downspouts, clear any obstructions in the guttering and to remove the gutter debris off site would be $157.00".At that time you mentioned that: " Also, I do not have a water spickett in the back - only the front yard - will you still be able to flush all downspouts?" at that time we said we could use the front of the house to do so (she stated the spigot in the front of the house was operational via email).We completed the gutter cleaning on the 12th of June. At that time you wrote us and said that you were extremely disappointed because they were not flushed. The technician was unable to flush your guttering of any excess mud because your front spigot was not working either. (when you clean gutters there will be mud in them and we can't remove the mud unless you have a water source that works.) (not flushing the guttering is very common up north as the temperatures are often below freezing when we clean gutters. This does not mean the gutters weren't cleaned. It means they were flush of any final sediment that the next rain storm would flush out for us)We stated we would send a technician back out to flush the guttering as you requested and informed you we would do so via email. When he arrived we attempted to phone you while he was on site and to let you know that the water spigot was still not fixed. We sent multiple invoices both via email and paper copies. During one such collection attempt, on July 23rd, you stated you now have water access and you wanted us to come back out. We told you then, and still maintain, that you if you want us to make another trip to your property you will have to pay a service call. We cleaned the debris out of your guttering. The mud, which is usual, does not, nor has it caused any issues The next rain usually washes everything away. We would normally flush but that depends on the water being available to use.You stated that the water was available to be used in the front and it wasn't. We attempted to come back out, as a courtesy to you, to flush it again at a cost of time and labor and your water wasn't fixed yet. Now, nearly 6 weeks later you want us to come back out. We will not incur any more loss in terms of labor or driving expenses to come back to your property. Your job has been completed, and the full amount of $157 is now do.The burden of proof is not on this company. She has never stated (even once) that her guttering isn't working properly. She is complaining that mud is left. We can't clean mud when her water doesn't work. 8 weeks later, we are not going to attempt a third visit to rinse out her guttering. during that time, many, many, many rain storms have come through the [redacted] City area and has already done that. As a company, we have already spent many hours detailing all of this information for this customer. She refuses to pay her bill. We are not going to spend any more time on her situation. She can either pay the full amount owed or it can go to collections.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)When the gutters were cleaned on June 12th, there was no communication to me that the front water spickett was not working. I agree that it was my mistake- I did not know it was not working. But the technician, on June 12, should have advised me or the company of this. I was not contacted by phone or email. Rather, I called to complain on June 13 and the mgr. said he would send out a technician to see what the issue was. When the technician did come back 2nd time-I was advised by email about the water not working. The company continued to send multiple invoices indicating work was complete. I was never told that flushing downspouts is not always part of the cleaning and I did not see that on the website. $157 is an extreme amount to pay for not receiving full service (downspout) cleaning. I do not believe the first technician even cleaned sufficiently, but even so, w/o downspout flush OR being informed on that date 6/12 that water did not work-I should have been charged less that full $157. If I had been told on 6/12 date of service that downspouts could not be cleaned rather than waiting until I complained and being billed for $157, this would not be the complaint it has turned into. No customer service value from this company. I did get my water spicket working and installed one in the back and I would have used this company twice a year to clean if they had done a thorough job and good customer service. $157 is beyond what most companies charge in our area for a house as small as mine - I was paying for the hand-cleaning and flushing. Company should have worked with me for lower charge due to the circumstance at the time.Final Business Response

Received a quote online for cleaning gutters all around a 2300 sq. ft. house. That work was not performed but I was still charged the full amount.I made a request for a quote to clean my gutters on the cleanpro website, thinking that I had gutters all around my house. For the quote I put the following information: 2300 sq ft house, 1 story, attached garage, and with "All around the property" as the amount of guttering. I looked in two of the gutters and one was spotless while the other was really dirty, so I made sure to mention that. Given that information, I received a quote of $187 which seemed fair and I agreed. The cleaners came out the following week and started working while I wasn't home, but when I talked to them halfway through we found that there weren't any gutters at all on the sides of the house, but only on the front and back. When I placed the quote there was an option for the amount of guttering to be "front and back only", which would have been more accurate and certainly resulted in a lower price. I didn't mind paying for the gutters that were already clean as I figured it averaged out, but it was still under the assumption that there were gutters around all sides. The cleaners said they didn't work for CleanPro directly, didn't know anything about the quotes or agreements and were just paid to clean, so finished with what was there and told me to talk to CleanPro directly about the discrepancy and payment. I immediately sent an email to CleanPro support explaining the misunderstanding and asking for the updated quote so I knew how much to pay. They just told me too bad and that I agreed to it and had to pay up. I agreed to pay $187 for them to clean gutters all around the property on a 2300 sq. ft. house and they simply didn't perform that work. The agreement was NOT to clean "whatever gutters happened to be around the house". If that was the case they wouldn't need to specifically ask for the amount of gutters in order to get the quote. There's no way they could possibly have completed their end of the agreement as those gutters simply don't exist.The front and back of my house have some varying edges causing them to have more gutters than just a straight line, so in the spirit of fairness I estimate that there were gutters on 2.5/4 sides, or 62.5% of the house. If the quote is on a per-square-foot basis, that would mean the total SHOULD have been 187*0.625 = $117. I offered to pay more than that due to the mixup and since the workers had already performed the work, but CleanPro refused to even discuss it at all, threatening to hurt my credit and turn me over to a collections agency instead.They insist I should have discussed it before the work was performed, but since I didn't know until after the work was halfway finished, that was impossible. In that situation it would have been the workers responsibility to realize that the job was not as expected before starting. I could have told the workers to stop everything and leave, but since they said they didn't care about the money or details I was just certain that this was a simple misunderstanding that would be easily justified. I have tried sending multiple emails explaining the situation and tried disputing the invoice directly, all of which were met with the same flat response that it doesn't matter what work was actually performed. I have been astounded at the poor levels of service and communication in trying to get this resolved over such a small amount of money.Desired SettlementI was forced to pay the full amount under threat, and am now seeking a refund for the difference in work between the original quote and the work that was actually performed. The agreement was for $187 to clean gutters all around the property of a 2300 sq. ft. house with attached garage. The workers cleaned gutters around 62.5% (2.5 out of 4) of the property which would be 187 x 0.625 = $117. I would like a refund for the difference of $70. In trying to get this settled amiably I offered to pay more since it was a misunderstanding, but after their refusal to listen to anything I have to say and their threat of sending debt collectors after me I feel the full amount of the difference is justified.Business Response Mr. [redacted] has take up countless hours of our time trying to get a discount on his cleaning that already occurred. I will outline below the entire conversation we have had with him. We do not provide phone support so everything that is written can be recorded. This will show that we did exactly what we said we would do and he just didn't want to pay his bill. On 4/25/16 he requested a quote for his gutter cleaning. on it he stated "On one side of the house I checked the gutters were spotless and perfect, then on the other side they were filled with matted-together leaves and dirt." We have satellite imaging available to us so that we can view the properties in question if we need to. On the 25th of April, he was sent a quote of $187.00 and we stated we would "To clean out the interior tracks of the gutters, downspouts (to ground level) and to remove all the debris off-site would be: $187.00." On 4/26/16 he accepted the quote (at the price of $187) and requested service. on 4/26/16 His service was scheduled for the following Saturday (4/30/16) by which he was notified via email and text message. His scheduling email is stated below:Begin Quote"Hi [redacted],Thank you for choosing Clean Pro as your gutter cleaning provider. This email is to confirm that a technician is scheduled to be on-site on 4/30/2016 to complete your gutter cleaning for the agreed upon sum of: $187.00.Please remember, you do not have to be home for the service to be completed. Once your gutters have been cleaned, we will email you an invoice within 12 hours of the jobs completion (please check your spam folder). At that time, you may either pay your bill online or send us a payment in the mail within 5 business days.Please Note:If we have an opening in our schedule, we may attempt to clean your guttering prior to your scheduled date unless we have been instructed explicitly not to.We strive to complete all jobs on time. However, unforeseen circumstances can occur which may necessitate a change in your scheduled cleaning time such as:Bad weather (Rain, Ice, Snow, Wind, Etc.)Prior jobs that were more involved than anticipatedTrafficIf we must reschedule your cleaning to a later time, we will notify you via email once that date is known.If you have any questions or concerns please let us know by simply replying to this email."END QUOTEHe never requested to be home for the service time and he knew what was the price was prior to the job beginning and what he was expected to pay.Legally, our contract is binding for the sum he agreed to by scheduling. ON the 30th of April, his job was completed. The technician doesn't deal with any of the billing so he wouldn't know or care about it. We handle everything in office concerning scheduling/billing. The job was completed without any issues. He was satisfied with the job done. We send him the invoice for $187.00 (which is due upon receipt and this is stated explicitly within the email) and his warranty card and he writes us back on May 1st saying: "Hi, who do I talk to about updating my estimate/invoice? I had my gutters cleaned and the estimate was for all 4 sides of the house based on square footage, but when the cleaning guy came out it turns out that the one long side and then half of the other side didn't even have gutters.". On May 2nd (the next work day) we wrote back: "I'm sorry, but we do not adjust quotes / invoices post service. Since in your initial quote you stated: "On one side of the house I checked the gutters were spotless and perfect, then on the other side they were filled with matted-together leaves and dirt." we knew what to expect and what was quoted was accurate to your situation."He wrote again on May 2nd: "Hi [redacted], thanks for the response! I understand the confusion because the gutters weren't all bad. One side was very clean, one side was very dirty. That accounts for only 2 sides of the house however. For the other 2 sides, one had no gutters at all, and the last had gutters only along the garage half. The estimate was to clean gutters "All Around The Property" of a 2300 sq ft house, based on the described dirty-ness level. That wasn't the work that was performed however as he only cleaned gutters around 2/3rds of the property, of which half were dirty and half were clean. I am perfectly happy to pay for the cleaning of the gutters that were already spotless, as agreed to in the estimate. I'm just not happy about paying for cleaning of gutters that don't even exist." And on the 5th he wrote" Hi [redacted], I haven't heard back from anyoen this week so I wanted to follow up again. I hate leaving this out there unpaid and would like to get it taken care of as soon as possible. Since the estimate was for gutters "all around the property" but gutters only exist on 2.5 of the 4 sides, it's only reasonable for the invoice to be updated. I'm sure we can settle somewhere in the middle. I feel like $140 would be fair to both sides as that is somewhat discounted but not all the way. Let me know what you think. Thanks!"Before continuing the thread, I want to make known that it isn't our policy to continue conversations with customers who refuse to pay their bills. I stated, very clearly, our policy and what he owed. He wanted to continue the conversation when there was nothing to continue. On 5/11/16 (his invoice is not past due 10 days. He now disputes his invoice in our software and states: "Hi [redacted], I haven't heard back from anyoen this week so I wanted to follow up again. I hate leaving this out there unpaid and would like to get it taken care of as soon as possible. Since the estimate was for gutters "all around the property" but gutters only exist on 2.5 of the 4 sides, it's only reasonable for the invoice to be updated. I'm sure we can settle somewhere in the middle. I feel like $140 would be fair to both sides as that is somewhat discounted but not all the way. Let me know what you think. Thanks!"I reply"The estimate was "Hi [redacted],Thank you for inquiring about a gutter cleaning quote for your property at: [redacted] XXXXX.To clean out the interior tracks of the gutters, downspouts (to ground level) and to remove all the debris off-site would be: $187.00."We have already responded to your request for a reduction in the cost. We provided you with a quote to clean your gutters. Your gutters have been clean. Your bill is past due."He replies back "ou're still not listening to what I'm saying and I really can't believe your service is this poor. The estimate says to clean "the gutters", which was based on the assumption that there were gutters completely around the house, because that's what was selected from your website. It did not define the length or number of gutters, so therefore the assumption was what the website says, which is "all around the property". If an option had been selected of "around some of the property" the quote would have been lower. That's what I want to be charged for, because that's the work that was actually performed."And I reply:"After the job has been completed is not the time to discuss pricing. The job was quoted at $187.00. That is the amount you agreed upon, the price that you scheduled upon, the price in which we performed the work. and it is the amount you owe and is now past due. This amount will not be discounted in anyway. If this balance remains unpaid, late charges will accrue. If you continue to not pay your invoice, then we will send it to collections and they will report on your credit report. I am not going back and forth you with you in further."He replies:"There are gutters around 62.5% of my property, which would be $117. I'll split the difference with you and call it $150 so we can both move on with our lives." And I reply:The price that you agreed to and requested service upon was $187.00. You will receive no discount.He then sends in a check for the amount of $150 to our office. I wrote him an email and said: "We received check number 199 for the amount of $150.00. We will not be able to cash this check as it does not represent the amount you owe. It will be returned to you. The full amount of $187.00 is due an payable."At this time he went online and paid the full amount. Several days later, I sent his check back to him.Mr. [redacted] has take up enough of our time. I have spent several hours going back in forth with him over $37.00. In truth, I could care less about the money. It is the principle that when you agree to a price, you pay that price. He has gone on to social media and attempted to discredit this company because he wasn't satisfied. I understand his concerns, but I will not allow a customer to dictate to me what he will pay after he has agreed to a price. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Their response is the same thing I've been dealing with all along which is a complete dismissal without ever trying to understand the issue or my concerns. If I were just trying to get out of my bill I wouldn't have offered to pay immediately and sent a check. I just want to be treated fairly and honestly. When you get to a jobsite and find that there's only half as much work to do as was agreed to or as you expected, you don't still get to charge full price for that half of the work.Attached is a screenshot of their website that says what the quote was for. There are options for either "Front and Back" or "All Around Property". I selected all around and received a quote for that work. They only cleaned gutters on the front and back of the property. They aren't even disputing it. Had the quote been for front and back only then it would have been fine. The quote would also have been cheaper. Since they did not clean gutters around the entire property they have NOT met their end of the contract. Legally this makes the contract still incomplete, and me not obligated to pay any of it yet.However, I'm not unreasonable or ridiculous. I have always been completely willing to pay for the work completed. I emailed the company immediately the day of the service about the mistake. I didn't threaten or refuse to pay. I assumed they would only charge for work they actually completed and simply asked for what the process was and how to proceed. Rather than attempt to work with an unhappy customer or listen to what I had to say, they have simply refused to even talk about it.Eventually this led to threats on their end, at which point as the consumer I had no choice but to pay whatever they asked or ruin my credit score. However, when left with no other options, of course I reached out on social media (only after the threat and after trying to settle it amicably many times). Social media is the only outlet consumers have when faced with this type of terrible customer service, so I think it is my duty to use whatever power I do have to help prevent others from getting into the same situation.Final Business Response As I have stated from the beginning, I do understand his position. He doesn't want to accept any conclusions other than what he perceives the issue to be and the results that he wants no matter his personal obligations to this matter.No matter what a person puts on a form online, doesn't mean that this company is required to abide by what the home owner puts down. Typically, the home owner enters information (incorrectly) about 50% of the time. That is why we have satellite imaging at allows us to see the homes. Here is his quote. The information contained therein is what he seems to ignore: "Hi [redacted],Thank you for inquiring about a gutter cleaning quote for your property at: [redacted] XXXXX.To clean out the interior tracks of the gutters, downspouts (to ground level) and to remove all the debris off-site would be: $187.00.If You Would Like To Schedule A Cleaning Please Click Here.You will need your estimate number ( XXXX ) to schedule the cleaning.Please note: you do not have to be home for the service to be completedWe are able to utilize our software which allows us to view your property and provide you with an accurate quote. This quote is based on the information you provided and the information from our software.Why Choose Clean Pro Gutter Cleaning:[redacted] Free Scheduling OnlineYou don't have to be on-site for the service to be completedAfter the service is completed you are emailed an invoice which can be paid online using a credit card or by mailing a paymentIn Business Since 2001If you have a question about your quote, please reply to this email or use the form here.Best Regards,Clean Pro Gutter Cleaning"This was sent on April 25th. Please make note that the quote is for To clean out the interior tracks of the gutters, downspouts (to ground level) and to remove all the debris off-site would be: $187.00.and we explicitly state:"We are able to utilize our software which allows us to view your property and provide you with an accurate quote. This quote is based on the information you provided and the information from our software."As a business, if we didn't verify information the home owner put down, we would be go out of business pretty quick......My point, from the beginning, and the point in which I maintain is that we provided him with an accurate quote for his property. He agreed to that quote. We provided the service, then he refused to pay. It took him nearly 3 weeks to pay. When he requested service this is the email that went out: "Hi [redacted],Thank you for choosing Clean Pro as your gutter cleaning provider. This email is to confirm that a technician is scheduled to be on-site on 4/30/2016 to complete your gutter cleaning for the agreed upon sum of: $187.00.Please remember, you do not have to be home for the service to be completed. Once your gutters have been cleaned, we will email you an invoice within 12 hours of the jobs completion (please check your spam folder). At that time, you may either pay your bill online or send us a payment in the mail within 5 business days.Please Note:If we have an opening in our schedule, we may attempt to clean your guttering prior to your scheduled date unless we have been instructed explicitly not to.We strive to complete all jobs on time. However, unforeseen circumstances can occur which may necessitate a change in your scheduled cleaning time such as:Bad weather (Rain, Ice, Snow, Wind, Etc.)Prior jobs that were more involved than anticipatedTrafficIf we must reschedule your cleaning to a later time, we will notify you via email once that date is known.If you have any questions or concerns please let us know by simply replying to this email.Warmest Regards,Clean Pro Gutter Cleaning"Payment was due within five days and he wouldn't pay his bill. When he sent a check in, he sent it in without paying in full.If we have a customer that refuses to pay a bill then we reserve the option to send it to collections. This is no different from any other business. Mr. [redacted] has taken up enough of my time. We provided the quote, he requested us to schedule the cleaning at that price point in which we quoted him, we did the work, and eventually we were paid. It is over and I will not be responding to anything else from him.