Fish Window Cleaning

Dealing with Fish Window Cleaning was a pleasure from beginning to end. [redacted] was out the same day I called to look over the property and deliver a quote. The work was scheduled for a few days later. The guy they sent out was new and did a good job but we didn't think it was excellent so I informed [redacted] and [redacted] via telephone. They both personally came out and made it right. Outstanding customer service! They clearly stand behind their company and the quality of work which is rare these days. I have very high standards and can be difficult to please but these guys get my highest recommendation. I will definitely use them again.

We signed up for a Living Social special coupon with Fish Window Cleaning the beginning of April, 2013. They came out quickly and gave us a quote, which we agreed to do. After many telephone calls by me to them we finally made a date that was available due to another customers cancellation. I also had to cancel on our date because of inclement weather. We tried to reschedule and after many, many calls I got no where. When the owner finally called back he claimed that my wife canceled their services and they had a recording of the call. She suppsedly called [redacted] at 8:15 p.m. and simply said "We will no longer be needing your services". I said that was rediculous he basically called us liars. There is another [redacted] in the area([redacted]). We often have the same services and we thought maybe they also had signed up. Fish wanted to call that [redacted] so see if they cancelled our appt! He was argumentative. It should have been enough that my wife said she did not cancel the services. I turned the phone over to my wife and the debate continued. She (we) asked for a refund and he said that Living Social was very good about doing so. We then e-mailed them and they said it was past their number of days for cancellation. My wife called and explained the whole story to someone at Living Social who was very nice and professional, unlike Fish, and they gave us a credit for the coupon. Living Social also tried to call Fish and they did not answer the phone. The amount of time and aggravation trying to deal with Fish made for a very unpleasant experience.

Review: This company came to my house after I bought a [redacted] voucher. They gave me an estimate for the cleaning of my window outside, inside and outside and estimate for screens. I then called to book the window cleaning, during this phone call, they mentioned I had some hard water stains on my window (not noted on the estimate) and would I like to add the additional cost for getting these removed. They verbally said about $150 extra for this service and explained the manual procedure of applying by hand a white paste to the windows prior to washing.

The company sent two men to do the cleaning, and when they arrived and saw the upper windows they told said they wouldn't do a ladder as it was too close to a large drop off. I mentioned they were to do via pole extenstion as that what was discussed during the estimate as to how to reach some of the upper windows. They then claimed it was too cold to use a pole extenstion to get my upper windows as the water would freeze in the pole. The did wash almost all the ground floor windows inside and out but none of the windows upper windows that required a pole extension or ladder. They never used the hard water remover (said it would be a white paste they had to hand apply then take off this was not observed during the time there were there). They also wiped off the screens in my house, instead of washing them.

A supervisor came the next day to inspect and noted a few things including some of the upper windows that could be reached with a ladder and not near the slope and questioned why they werent done. The superviosr was also asked about the screens and weren't they supposed to wash them with soap and water not just wipe them? He said yes that is there typical procedure to wash with soap and water, but it was cold out. The supervisor sent the same two man crew back out a few days later. The crew cleaned a few of the upper windows at this time, and perfomed some touch up of previous windows. They didn't do any of the main upper windows that required a pole extension. Again no hard water remover was used. A bill was then given which had the amounts of the origional quote (even though they didnt clean most of the off ground windows), only wiped the screens, and then added $180 for hard water removal that wasn't performed. The crew said we would have to take it up with the office for adjustment regarding the windows that weren't cleaned and left.

I have called the company on 12/2@ 3:51pm , 12/4@ 11:36am, 12/17@ 2:27 pm and 1/14@ 4:25pm leaving messages all these times to please call so could discuss the bill. I also emailed through the company website "contact us now" on 12/18/14. I have never had a response via email or phone.

I also would like to note that if window cleaning can't be preformed in the cold then this should be stated and appointment not made for winter months or they should reschedule based on the cold weather.Desired Settlement: I want an explanation of the charges, and to come to some agreement on the total for the services that were rendered. I won't pay for the origional estimate as not all the windows were done and I don't feel I owe the price for the hard water removal process that wasn't performed. I also would like an adjustment for the screens as they were wiped not washed.

Business

Response:

Thank you for contacting us re: the complaint from [redacted] (complaint ID [redacted]).

After receiving the initial complaint in December from her, we sent the attached letter on December 11, 2013 in an attempt to reconcile the issues and validate our invoice prices. Since then, we have responded to her voicemails she has left, but as far as I know, we have always gotten her voicemail, never her.

We will attempt to reach her again today so as to resolve this quickly.

Review: Made an apt with FISH Window Cleaning to provide a service to my home. Spoke with [redacted] directly at ###-###-####(personal cell number) to do an estimate of the cost to wash my windows. He was kind enough to drive by and check out my place....at least felt I could trust him enough to do that without having a problem. Made arrangements to have windows cleaned and to pay approximately 185.00 for 15 windows....a little pricey but it's hard to find decent window washers.After the work was completed and the father /son team left my home....noted track and window not done as well as scaling not removed from one window. Called and left a message for [redacted]. Well, there was to be an additional 50.00 charge to remove the calcium from the one window and the gentleman could return in a few days. No big deal about returning to finish the work but never told there was a charge to remove the scaling/calcium from the window. [redacted] said that that he probably missed it on his inspection?? A little FISHY. [redacted] also claimed amnesty for his actions and his employees. He was not running a less than perfect business and his employees were never trained to personally interact with the customers. That was not what his service was about...Therefore he would send me a check in the mail for full reimbursement. At this time, the check has never been received. Several calls to [redacted] have not been returned and the business phone there is no person to pick up.Unhappy with the service and definitely dissatisfied with the personal interaction with [redacted]...not a quality company to refer a friend. They did ok in that department....sponged a few clients while cleaning my windows!!Desired Settlement: If a refund is possible that would be greatly appreciated. If anything a formal complaint against [redacted] with FISH Window Cleaning..###-###-####.

Business

Response:

Customer's residential windows were cleaned on 08/11/2014 as scheduled. After completing the job the senior cleaner went over the windows with the customer for any issues and the customer signed off on our invoice for inspected and approved. This is required on all our invoices upon completion of the job for management to have record of job completion and satisfaction. The customer paid for the service and even tipped both the cleaners. I received a voice mail from the customer the next day about concerns with a specific window that she claimed was not cleaned properly and wanted Fish to come back and clean again. I talked to the cleaners that had been assigned to her home and they stated that they clearly remembered the window in question. The cleaners stated that they had gone over the concern with the customer during the final walk through. The window that the customer was claiming wasn't cleaned to their satisfaction had condensation built in between the dual pane glass where a window cleaner cannot reach. It is between two sets of glasses on the inside. This happens when the seal is broken around the glass and water seeps in between over time and can not escape out. The only way to get rid of this to get new windows. Companies have claimed to be able to remove it but in my 8 years of window cleaning I haven't seen a company do it successfully yet. I called the customer up and tried to explain this to her but she would not let me explain it to her. At first I offered to have my guys go back and show her that by cleaning both sides of the glass over and over again the condensation or film would not go away because it is in between the panes. My cleaners had explained this to the customer on the day of cleaning. At this time she simply hung up on me. I called the customer back to really make her understand and offered for the guys to show up again but she told me that she did not want my cleaners to be back. The customer stated that Fish was not welcome at her home anymore. At that point in time I offered to reimburse her money since she would not listen to me. During the second call the customer did not say anything but kept asking me if I was done talking and then she finally hung up on me again. That was the last of my conversation with the customer. I did not know what else to do at that point.

Business

Response:

The original request by Ms. [redacted] was for window cleaning of the windows of her house. After driving by her house an estimate for window cleaning along with cleaning the screens was provided to her. At that point no water spots was not discussed as none were visible during the walk through by me. Now some windows tend to do have water spots on them but they are not easily seen when the windows are dirty. Ms. [redacted] had not asked for the tracks to be cleaned during our initial conversation so track cleaning was not included in the service. All services requested were clearly stated on the invoice and the services listed were completed. I was out in the field all day when her house was cleaned so I responded to her calls the very next day. During my conversations with Ms. [redacted] I realized that her concern was the water spots and I offered more than once to have the cleaners come back and take care of that for her and not charge her for it but she insisted that she did not want us to come back. I even told her that she need not be there but to leave the side gate open so that the cleaners could access the window in question. Ms. [redacted] hung up on me twice so I assumed that she did not want anything else at this time. A regular window cleaning that customers request does not remove water spots from the glass because calcium build ups on glass has to removed using a process that requires a paste or certain chemicals and that requires additional time and supplies. No window cleaning company can just simply remove calcium build up which is etched on the glass with a regular clean. The water spots are hard to spot when the residential windows are dirty and need cleaning.

Consumer

Response:

I am rejecting this response because: Information not correct at this time. When I asked [redacted] for a quote to clean windows he said he would have to drive by the house to give an estimate..which was done. I did ask what was included in the price and told inside,outside,screens, and I asked if tracks done and [redacted] said yes. Confirmed the gentleman the day of cleaning if tracks done and they said yes,too. [redacted] also said on his initial walk around he did not look for water spots as part of his inspection...he missed that part. But when asked to return to take them off he said that there would be an additional charge to clean off the spots and his gentleman could return in a few days to do it.... not sure why I had to wait. As far as not being able to remove the spots on the date of service, the cleaners had a device that scratched up a screen of mine. If they had something strong enough to scratch a screen then they had something to take off the water spots. Also, they are a professional cleaning service with ample supplies to carry to clean windows...including water spots.

As stated before, [redacted] was not very forthright in his services provided, estimation for costs of service, and professional conduct after services provided. I did not want [redacted] to return to my home because of his untrustworthiness. After continuous bantering by [redacted] on the phone after his staff had been to my home and thrashing me for being nice to his staff I did not feel comfortable allowing the FISH Window cleaners near my home...especially unattended and to continue to be harassed on the phone. [redacted] has been misrepresenting information in this Revdex.com claim and misrepresenting information in the service he provides and quotes. Basically lying?!! Highly unacceptable for a "manager or supervisor" of a professional business... Bad reviews still posted for the company. *.[redacted]

On time and quality work goes a long way with me. Respect also seals the deal.