Freedom Window Cleaning

Review: There are a few issues that I have with Fish Window Cleaning, first off, they are very unprofessional and were late to the apt that was set up to get a quote for the cost of getting our BRAND NEW windows cleaned. They came and cleaned our BRAND NEW windows on May 7, 2013 and only cleaned the outside (on the email with the quote attached it is mentioned that the inside would be cleaned as well). Once the window cleaner left, I inspected all my windows very closely (we got new windows and then had our house painted and the painter got paint on the new windows, which is why we needed the window cleaning service). I right away noticed that two windows were scratched from top to bottom and I am 100% sure that these scratches were not on the windows prior to getting them cleaned by Fish Window Cleaning. Right away my husband called [redacted] (the owner) and told him about the scratches (contract says if there are any discrepancies or issues they need to be notified within 24 hrs of the service). We notified them the same day. [redacted] insisted there was no way that it was their guys fault (again these are BRAND NEW windows...with major scratches that were not there before they cleaned them and both scratched windows were on the outside and second story....no way they could have gotten there. Only 2 people have touched the outside second story windows...the people who installed the windows and Fish Window Cleaners). [redacted] agreed to at least come see the scratches for himself. We set up and apt for May 28, 2013 and he did not show up and he did not call us. He finally responded to an email apologizing and admitting that he missed his apt due to being "extremely busy". We set up another apt for him to come and he inspected the glass. Basically, said its not his company's fault. He did say he would contact us and would shave a layer of our windows to remove the scratch (even though he denied being responsible). Well, almost a year later and he has yet to call us to fix the scratches. I personally emailed him on Feb 20, 2014 letting him know how unsatistified I was with his company and asked about the window shaving and he has yet to even acknowledge my email.Desired Settlement: I think it is only fair that Fish Window Cleaning pays for 2 new windows that they scratched. I personally do not trust them to "shave" a layer off my window themselves, and I have given them the chance to contact me and schedule them doing so, but they have failed to even contact me or respond to my email. I never want this company near my home again. I want to be able to call the window company that installed my windows, get 2 new windows and send Fish Window Company the invoice and have them rein-burst me for the windows and installation of 2 new windows.

Business

Response:

Fish Window Cleaning

Vista, CA 92081

Case#[redacted]

Response:

On April 20th

estimate. He explained that they had a “bad experience” with their painter. He failed to cover the

windows and consequently got over spray on several of the windows. In fact it was nearly all of them,

most severely on the second story. This over spray was more on the frames than the windows but

affected both services. They asked the painter to come out and address their concerns and reportedly

he came out attempted to remove the paint but did a poor job and left. We scheduled the estimate for

April 22, 2013 with a 2 hour window (our standard policy) of 10 a.m. to 12 p.m. For some reason a few

people ignore the window altogether or randomly choose a time in that window by which they feel we

should arrive. According to my records we were NOT late though we did arrive in the bottom half of the

second hour.

We submitted an estimate for OUTSIDE ONLY as requested by the home owner as his primary concern

was paint removal. We were never asked to clean the insides or provide an estimate to do so. A few

weeks later the estimate was accepted and the cleaning was scheduled. [redacted] was the

specialist that was assigned to do the job, our second most seasoned residential cleaner and most

knowledgeable about glass. He and I agreed ahead of time that he would NOT use a razor to remove

the paint but rather 0000 steel wool for both the glass surfaces and the vinyl frames. A material that

cannot scratch glass. Upon starting the job [redacted] noticed several scratches in a few of the windows. He

brought it to the attention of the homeowner who acknowledged them and directed him to go on and

start the cleaning. He also called me in the office before doing so. He completed the cleaning, received

payment and closed the job.

The following day we received a call from [redacted] in which he stated that he noticed some scratches in

some windows different from the ones [redacted] pointed out to him. I told him we don’t use any tools

that can scratch glass but he insisted that someone come out to visit and inspect. I scheduled [redacted] to

go out in the spirit of good service. [redacted] met with [redacted] and showed him the technique we used and

pointed out the fact that the pattern of the scratches is inconsistent with window cleaning techniques.

A day or two later [redacted] called again stating his dissatisfaction and insisted that I come out myself. I again

set a schedule to visit his home to take a look. On the day it was scheduled I in fact did overbook myself

and found myself stuck in La Jolla less than half an hour before the end of my window. When I called

[redacted] had already left the home. Later, by email I discovered that he had taken his lunch to come and

meet me. We set another appointment for a few days later. During the visit I looked at the windows of

concern and like [redacted], I concluded that these weren’t a result of window cleaning. As an example,

2013 [redacted] called us and asked us to come out to give them a window cleaning

a couple of the windows had perfectly straight scratches. By straight I mean both exactly parallel to

an adjacent side as well as straight edge straight. He was not satisfied with this and understandably

so, since he feels it his right to receive indemnification. But it is not always the last guy on the job that

is guilty though he often finds himself the scapegoat. We were at the time considering purchasing a

scratch glass removal system and I offered to address one window in a bathroom once we purchased

and were proficient using the system. We ultimately decided not to invest in this project.

A few facts about scratched glass. It is a huge issue in both the glass making and the glass cleaning

industries. I will not go into deep detail here but the Glass Association of North America (GANA) – who

as recently as 5 years ago was at odds with the window cleaning industry – has invested more than

a few dollars in researching this problem. They have had to admit that the glass fabrication process

is the culprit for many of the scratched glass issues. That is to say that glass is being scratched at the

factory by penny pinching fabricators and being delivered that way. They released a study early this

year that found that oil, dirt and other particulate can ‘fill in’ or otherwise hide or mask scratches. The

window cleaner gets caught in the middle even though all he did was reveal imperfections that were

already there. This is why we amended our practice of using razors on jobs like these because although

it has been shown that it is impossible for a razor to scratch glass, perception is counterfactual. A little

research will show two things can affect the integrity of a glass plane 90 degrees on: diamonds and glass

fines (produced in the fabrication process during cutting). Understandably, people expect that they

are getting perfect and pristine glass from the seller – that is certainly what they paid for. In reality this

expectation is naive.

We are not shy about accepting responsibility for our actions. We have damaged property in the

past and even scratched glass. We have insurance for a reason and have used it. The fact that several

windows were noted as scratched before job commencement, we used techniques specifically to

eliminate the hazard of scratching glass and the inconsistency of the damage with the techniques that

we did not use is why no action was taken to remedy this situation to Mrs. [redacted]’s liking.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am rejecting the response from Fish Window Company because they are not taking blame for the windows that they damaged. In my complaint that I sent back in March, which Fish did not even respond to until now (it is now the end of Aug-5 months after my complaint). This just shows the lack of communication with them. Like I stated in my first complaint...they don't respond not matter what the concern is.

Fish is claiming that we called them bc our painted got paint splash on the windows and that we had the paint guy wash our windows and were not satisfied so we called Fish Company. This is somewhat false. Our painter came and said he could wash the windows for us since he got paint on them. He only washed the down stair widows...none on the second story. Because we asked him to stop. The two windows that are scratched are two from the second story. No one but Fish Windows ever has touched those windows.

Fish is next claiming that they were not late for their apt. First off, I provided proof of an email from my husband to the owner of Fish with the original apt email and then my husband emailing them after the apt time and a response from the owner apologizing stating that he over scheduled and was not going to make the apt. This is solid proof. An email of an apology from the owner for missing their apt.

Next Fish is stating that the guy who came to clean the windows pointed out scratches to the owner (which is me)...this is 100% false information. No one pointed out any scratches to me before or after the windows were cleaned. In fact, there were never any scratches before Fish cleaned my windows....these were brand new windows. Also, Fish is stating the the scratches were possibly there straight from the factory and they use fillers to "hide" the scratches and then the window cleaner is blamed. This could not be a possibility because once the windows are installed they company cleaned the windows and they were fully inspected and no scratches. Also, the scratches that I am referring to are really obvious and basically the whole window. They are big and somewhat deep. These scratches would have been noticed asap. 100% were they not there before Fish came and washed them. And if what Fish is stating is true that the factory caused them and filled them...then why did the guy who cleaned the windows mention the scratches to me as soon as he saw them magically appear? They are huge scratches...not something you have to search for to see. You can see them from far away.

I have provided facts about all my claims. There is nothing that can be further said by Fish to make me happy with them. In fact, I do not even want them to replace the glass. I do not want anything from them. They are the most unprofessional company I have ever dealt with in my life. I have already let everyone I know not to use them and will continue to do so. Just the fact that it took almost 6 months to respond to a Revdex.com complaint says a lot about a company.

Regards,

Business

Response:

To Whom it May Concern,

For starters regarding responsiveness - we moved, changed our phone number and changed our email address. We were unaware of this complaint for quite sometime.