Hillway Services LLC

Dear [redacted] provided a estimate to Mrs. [redacted] to clean the windows at her house that was built in the 1880 era. The windows appear to be  100 years old or older. 1 tried to go over the estimate the day I was there to explain to her how her windows worked, however she said her and her...

husband were having lunch and it wasn't a good time.She only wanted the outside of the windows and the storms and screens cleaned which we did. I had two employees shuttling the storms and screens outside to be cleaned and one employee outside cleaning the house window .. After talking with my employees, they said they had to use 0000 buffing wool on the outside of the windows to remove minor oxidation and Triumph blades to remove dirt/spider webs on the storm panels .. The method with the buffing wool and Triumph blades is to not to damage/scratch the glass.We wet, squeegee and chammie each window the same way. Mrs. [redacted] even went around after my employees and vacuum out the sills when they were completed with the windows. We adjusted the originalprice because a couple of windows had plastic on them, one window was completely stuck and we couldn'tclean them in the same manner. We did not clean any inside windows. She went through the job, signed off on our work order, was submitted a invoice and she wrote a check. We then deposited (not cashed) her check with other checks for the day.I asked my employees their opinion regarding the accusations that they scratched her glass and they all stated that after they washed the dirt off from the window and the mild oxidation, the imperfections were probably most noticeable.The customer sent over some pictures of windows that looked weathered for the age of the house. I also noticed finger prints on the windows ( must be on the inside ).The three employees who were at her house have a combined 48 year of providing exceptional service.Jorge: 23 years, Jeremy: 15 years and Raul: 10 years. Since 1987, we have provided over 30,000 customers with exceptional service. We are proud members of the Revdex.com and will defend our employees regarding this complaint without merit.Out attorney has been informed of the complaint and any further action against Lilac Window Cleaning &Services, Inc. will be directed to our legal department.ln closing, if this house was new, she may have a legitimate complaint. However the house was built before Benjamin Harrison was President of The United States of America. A long, long time ago!Respectfully,James [redacted] President

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The person responsible for the cleaning of the outside of the interior windows scratched up the outside of the windows with all the unnecessary tools he was using, unbeknownst to me.  I would have never allowed any sharp objects touching the original windows, they have way glass and it would have taken only water and a squeegee to wash them.  There was no paint not any of them on the outside.  The last time the house was painted was around 20 years ago in a dark grey.  They were also not hired to clean the inside, as I had done that few days ahead of them coming, but left finger prints on the inside as a result of having to put the storm screens back from the inside, never cleaning up those either. The owner did not even come out to take a look at it the next day when the sun was actually shining and you could see clearly what the window washer (one guy) did.  I begged him to come and take a look but he refused.  I have taken dozens of photos of the windows the next day when the sun was actually thing through them, unlike the day they came to clean them when it was very cloudy and overcast. I asked him to fix the damage, he refused, I asked him to replace the glass, he refused.  This business owner is probably one of the worst we have dealt with in the last 10 years.  He does not care about his customers and their satisfaction, obviously.  I am trying to get estimates for repairs from a few different sources but am having a really hard time getting anyone to even come and take a look.  It seems a tough thing to get people to fix your windows, and he should have taken this into consideration.  He did not come to the job himself the day his crew of three was here and I wish that he had, reviewed their process with us and have us agree on all the "elements" or process.  Instead, three guys came, ruined our windows and left. I want to leave this company as unresolved on Revdex.com since no other people with a historic house or otherwise should have to go through this.  We are disgusted with his attitude.Regards,[redacted]