Signature Window Washing LLC

The screens were originally taken, when an estimate was given to [redacted] about the screen door it was for $which is our standard price for screen doors However, [redacted] 's screen door was an XL screen door and should have been charged at $however we kept to the $estimate to keep the client happy! We went over a month after returning her screens and trying to contact her about payment when we finally talked to [redacted] She said she wanted one screen redone and the screen door redoneEven though we had not received payment yet I told her someone would be by to pick up her screens if she would leave us a check for the screens She didn't call me back for days and because of the drive time I didn't want to just send someone out there After repairing the screens I called [redacted] to return the screens and she told me that she would like to just wait until her windows were cleaned so that she could pay it in one check I agreed unaware that it would be another couple of months to get her windows scheduled But we kept them until we finally had a appointment on the books that she hadn't canceled The day of her appointment it was freezing outside and I called [redacted] and let her know that even though her appointment was 8-we were going to wait until after noon to send them out because it was so cold She asked if we wanted to reschedule and I told her that we would rather not if she was ok with them being there a little laterShe said this was fine with her as she had something she was doing We didn't want to reschedule because it had taken over months to finally have an appointment that stuck and we didn't want to go through the same thing We went to her house multiple times and when something would change we would communicate with her This client keeps changing her price that she paid and how many windows she feels are not cleanHowever, this customer also lied about her windows when I scheduled the appointmentI specifically asked if there was any paint on the windows as that would be a different price She stated that there was not ANY paint on them When my technicians arrived and found that there was a thin layer of paint on every single window Mrs [redacted] went outside with hot water and a scrub brush to get it off which it didn't come off because the windows have to be scrapped When they explained to her that they would not come completely clean if they didn't scrap them she said she understood Obviously what this customer really wanted was for my technicians to scrap the windows for free and this is why she is so upset We charged her $for the outside windows that had paint on them and should have been scraped and this is what we will refund We charged her $for the inside and we will not be refunding this as there is nothing wrong with the inside windows We didn't charge her tax on her windows as they are a service so we will not be refunding tax that was never collectedWe as a company are willing to refund $just to make this customer happy and to be done with this However we did everything that we should have done and there was no pleasing this customer We are sorry that she is unhappy and we wish her the best of luck!! Tell us why here

Complaint: [redacted] I am rejecting this response because: The facts about the windows screens is incorrectThe screens were to be picked up...they sat for days we promise someone would comeIt did take weeks but only for them to bring them backWhen I talked to [redacted] about the screens he gave me one price and then I was told I another price by [redacted] I decided not to do the big sliding door screen because of the price change and they went into my back yard and took it anywayNone the less weeks passed and I finally got my screensWe did play phone tag about scheduling the window cleaning but nothing was ever scheduledPERIOD!! When I finally got my screens back of them were not done correctlyI called and let [redacted] knowShe was going to send someone out to pick them back up and I was going to leave a check for the screens that were completeAgain, it took them days to come outWe finally agreed on a day for window cleaning and the return of my screensDue to the painters being at my house and schedule we rescheduled for Dec30thThe were to be at my house from 8-Instead they showed after noonThen the circus beganTHey couldn't finish because it was too coldI paid them in full for the inside and outside windows and the remainder of the screens as that is when my screens were returnedI let [redacted] know both on FB the next day and Monday morning after the first cleaning I was not happy with the conditions of windows and that some never got cleaned insideShe assured me they have a guarantee and the windows would get cleanedThey would miss the next two scheduled appointments [redacted] left a message that guys would be out on Jan13thl let her know we had a birthday party to got to that afternoonShe told me they would be by between 12-They never showed nor called I called her the next day to let her know no one ever showed upSo she was going to check the schedule and send them outThey came back out after I left to work and again the same problem Windows not cleanedShe insisted they were outI told her the windows were not cleanedSO she was going to talk with ***In the mean time I went through my house and doubled check and called her back and let her know there were windows that needed be redone and windows that never got doneif they did the door glassSO the decision was made to reschedule when I was homeA couple more appointments were scheduled they never showedAlways full of excused but never a call to say they weren't coming until I reached out to them about where they wereFinally, on March 4rd I was promised on March 8th my windows all them on the outside would get rewashed and they would refund 1/the money I told [redacted] then I still have windows on the inside that are not cleanbut if they would get the job done there was no need for the partial refund I just wanted them to do the job I paid forSo on March 8th [redacted] returned again after I left to work...after I asked if he could come before I left so I could show them what I was seeingNOPE! So bottom line is after times the my windows are not cleanI want a full refund of $plus tax Sincerely, [redacted] ***

[redacted], I am so sorry that you are unhappy. It truly breaks my heart. Please let us know if there is anything we can do to fix it. We started off in August of 2017 trying to schedule an appointment with you. After we first came out to get your screens 8/7/2017 to repair the 4 screens and the one...

very large screen door that you wanted repaired we spoke many times. We repaired the screens and brought them back the same day we were supposed to clean your windows. However you were not home and would not answer your phone. We left an invoice and asked you to send a check. I called you for almost a month leaving messages and hoping to speak to you but your schedule was crazy. After finally connecting with you, you explained that one of your screens and your screen door needed redone as the screen material appeared to be crooked. [redacted] made a trip out there to pick them up and bring them back to the shop. Over the next four months we scheduled and rescheduled your windows to be washed 37 times. Granted 2 of those time happened to be our fault one due to weather and another one due to a very sick technician. The final time I spoke to you and rescheduled you, you said that the painters were finally done. I asked if there was over spray of paint on your windows explaining that it would cost more money for the technicians to scrap each window. You assured me that there was not. When the technicians arrived at your house things went well until the technicians told you that the paint that was all over your windows would need to be scraped. You were unwilling to pay them to do this, and even though they explained that it would be like smearing the paint for them to clean the windows you still wanted it done. When you called and said you were unhappy and that windows had been missed I sent [redacted] out immediately. That day you called and said your windows had not been re-done. I explained that they had been redone but that I would send [redacted] out again however I wanted you to be there so that you guys could talk about which windows you wanted re-done. It was cold and windy and when [redacted] called to let you know he would not be there you said that was fine as you were busy doing other things and were not home anyways. [redacted] promised to come by that following week and he did not make it nor did he call which was wrong. I called you to let you know that we were sorry that he had not called you or come by and that he was just going to come back out and re-do the entire exterior windows and that we would refund half of your money. You explained that you didn't want your money back that you just wanted the windows done correctly. [redacted] came out and re-did all of your exterior windows this time using a water fed pole. No smudging, using de-ionized, reverse osmosis water which dries spot free. Today I get a call from you saying they never showed up, when I explain that they were there you start to tell me how horrible your windows look. So I put [redacted] on the phone and he explains the paint thing again and tells you they have video of them cleaning each and every one of your exterior windows. You guys begin to go back and forth about it so he says ok well I will send you your money back and we will part ways. I truly am sorry that you are unhappy and to be honest it would have been cheaper if I would have just paid them to give you the paint scrapping for free and to just be done with it. After paying them to go to your house 6 times, which is 45 mins from the office one way, paying them for a total of 7 hours of time spent at your house and all of the hours that I spent on the phone with you which totaled 64 phone calls. I have learned that next time my technicians will not do a job that has paint on the window if the client doesn't want to pay to have them scrapped then we will refuse to clean them. Because all of this is not worth the $129 we charged you!! We lost money big time trying to make you happy! Best of luck to you!  We will not refund you for the screens that we re-did twice however we will refund the $129 that you paid for the windows. VIEW AND EDIT?

Signature Window Washing will meet you halfway.  Will we will send you a check in the mail for the amount you paid to have your screens rescreened.  This check will go out by the end of the business day tomorrow. I'm sorry for the way things turned out and I hope you have a great day. Good luck to you and your family.

Complaint: [redacted]
I am rejecting this response because: The facts about the windows screens is incorrect. The screens were to be picked up...they sat for 3 days we promise someone would come. It did take weeks but only for them to bring them back. When I talked to [redacted] about the screens he gave me one price and then I was told I another price by [redacted]. I decided not to do the big sliding door screen because of the price change and they went into my back yard and took it anyway. None the less weeks passed and I finally got my screens. We did play phone tag about scheduling the window cleaning but nothing was ever scheduled. PERIOD!! When I finally got my screens back 2 of them were not done correctly. I called and let [redacted] know. She was going to send someone out to pick them back up and I was going to leave a check for the screens that were complete. Again, it took them days to come out. We finally agreed on a day for window cleaning and the return of my screens. Due to the painters being at my house and schedule we rescheduled for Dec. 30th. The were to be at my house from 8-12. Instead they showed after noon. Then the circus began. THey couldn't finish because it was too cold. I paid them in full for the inside and outside windows and the remainder of the screens as that is when my screens were returned. I let [redacted] know both on FB the next day and Monday morning after the first cleaning I was not happy with the conditions of  windows and that some never got cleaned inside. She assured me they have a guarantee and the windows would get cleaned. They would miss the next two scheduled appointments. [redacted] left a message that guys would be out on Jan. 13th. l let her know we had a birthday party to got to that afternoon. She told me they would be by between 12-4. They never showed nor called.  I called her the next day to let her know no one ever showed up. So  she was going to check the schedule and send them out. They came back out after I left to work and again the same problem Windows not cleaned. She insisted they were out. I told her the windows were not cleaned. SO she was going to talk with [redacted]. In the mean time I went through my house and doubled check and called her back and let her know there were 19 windows that needed be redone and 9 windows that never got done...12 if they did the door glass. SO the decision was made to reschedule when I was home. A couple more appointments were scheduled they never showed. Always full of excused but never a call to say they weren't coming until I reached out to them about where they were. Finally, on March 4rd I was promised on March 8th my windows all them on the outside would get rewashed and they would refund  1/2 the money.  I told [redacted] then I still have windows on the inside that are not clean... but if they would get the job done there was no need for the partial refund I just wanted them to do the job I paid for. So on March 8th [redacted] returned again after I left to work...after I asked if he could come before I left so I could show them what I was seeing. NOPE! So bottom line is after 3 times the my windows are not clean. I want a full refund of $241.00 plus tax.
Sincerely,
[redacted]

The screens were originally taken, when an estimate was given to [redacted] about the screen door it was for $50 which is our standard price for screen doors.  However, [redacted]'s screen door was an XL screen door and should have been charged at $100 however we kept to the $50 estimate to keep the client happy!  We went over a month after returning her screens and trying to contact her about payment when we finally talked to [redacted]. She said she wanted one screen redone and the screen door redone. Even though we had not received payment yet.  I told her someone would be by to pick up her screens if she would leave us a check for the screens.  She didn't call me back for 2 days and because of the drive time I didn't want to just send someone out there.  After repairing the screens I called [redacted] to return the screens and she told me that she would like to just wait until her windows were cleaned so that she could pay it in one check.  I agreed unaware that it would be another couple of months to get her windows scheduled.  But we kept them until we finally had a appointment on the books that she hadn't canceled.  The day of her appointment it was freezing outside and I called [redacted] and let her know that even though her appointment was 8-12 we were going to wait until after noon to send them out because it was so cold.  She asked if we wanted to reschedule and I told her that we would rather not if she was ok with them being there a little later. She said this was fine with her as she had something she was doing.  We didn't want to reschedule because it had taken over 4 months to finally have an appointment that stuck and we didn't want to go through the same thing.  We went to her house multiple times and when something would change we would communicate with her.  This client keeps changing her price that she paid and how many windows she feels are not clean. However, this customer also lied about her windows when I scheduled the appointment. I specifically asked if there was any paint on the windows as that would be a different price.  She stated that there was not ANY paint on them.  When my technicians arrived and found that there was a thin layer of paint on every single window Mrs. [redacted] went outside with hot water and a scrub brush to get it off which it didn't come off because the windows have to be scrapped.  When they explained to her that they would not come completely clean if they didn't scrap them she said she understood.  Obviously what this customer really wanted was for my technicians to scrap the windows for free and this is why she is so upset.   We charged her $129 for the outside windows that had paint on them and should have been scraped and this is what we will refund.  We charged her $99 for the inside and we will not be refunding this as there is nothing wrong with the inside windows.  We didn't charge her tax on her windows as they are a service so we will not be refunding tax that was never collected. We as a company are willing to refund $129 just to make this customer happy and to be done with this.  However we did everything that we should have done and there was no pleasing this customer.  We are sorry that she is unhappy and we wish her the best of luck!!  Tell us why here...

I am truly sorry that things unfolded the way they did... not only did we lose a customer but more importantly the fact that your unhappy really does upset me.  I really wish we could have made you happy.  However the first "error" that was made was that the Technician got confused and...

thought you were his second appointment but you were actually supposed to be his first.  You started off very upset and canceled and I called you personally from my personal cell phone and offered to clean your inside windows for free.  I rescheduled with you and after cleaning your windows [redacted] did a walk through with you and you were so impressed with the job he did that you gave him a tip and sent him with screens to re screen.  When the screens got to the shop they were bent in many spots and the screens were ripped and weathered.  We attempted to rebend all of the screens back that we could and rescreened them over and over to make sure they came out as good as possible. A few days later we received a phone call saying that your windows had streaks. I told you that when [redacted] came out to replace your screens that he would re-clean any windows that you wanted cleaned.  [redacted] came back out to put your screens on and clean your windows.  That day you had your carpets cleaned and asked [redacted] to come back on Friday to put screens on and clean the windows again.  He put you in his schedule.  Late that night I received a message on my personal cell phone from your husband that was very rude and condescending about how you had clean windows and screens that didn't fit. The next day while I was at my other job I received a message from your husband telling me how unhappy he was and that I better call him within the next hour.  The second I got out of work I called him and told him that you and [redacted] had set up a time for him to rewash the windows on Friday.  I also told him that most of your screens were damaged when they got to the shop and that we attempted to bend them back as much as possible without snapping them. He said that your son had damaged a lot of them breaking into your house and that he would still like us to look at them and if he needed to pay more for us to replace parts that he would do so. He explained that he wanted to be there and that it would have to be on Saturday.  I told your husband that we had appointments all day on Saturday but that after our appointments both [redacted] and I would come to your house and we would rewash the windows and whatever screens you would like redone we would redo. He asked what time we would be there on Saturday and I explained to him that I was not sure because we had multiple jobs that day and was unsure how long they would take.  He asked for a time frame anyways.  I told him I thought somewhere between 4-6pm give or take because I was unsure how long the jobs would take. I told him I would give him a call when we were on our way.  Saturday we finished our last appointment at 4:45.  I grabbed my phone to call you guys and I had a text message from you husband stating that it was after 4pm and the both of you were not waiting for us and that we would have to reschedule another day because the both of you had things to do.  I left it at that.  While we were eating dinner I get a voicemail from your husband saying that the two of you waited for us and he was very upset and rude once again.  From then on out he started leaving me threatening messages and threatened a variety of things including going to the police. You are correct I stopped responding and I didn't try to reschedule a time to meet with the both of you at this point I had tried over and over to make you happy and was respectful every single time and I got threats, rudeness and attitude every single time.  After multiple threatening and rude messages I responded and explained why we hadn't responded and said that I felt that we couldn't please you and at this point I felt the best thing to do was part ways.  Your husband also called the business phone and when asked what it was that we could do to make you guys happy he said he wanted his money back. After already giving you 50% off of all services, going out to your house multiple times and having multiple phone conversations we explained that giving your money back was not an option we would consider. So once again I am sorry things unfolded this way but we went above and beyond to make you happy and nothing was going to do that so we parted ways. I wish you the best of luck and wish we could have met your expectations.  Thank you for taking the time to voice you opinion and we will use this as a learning experience to better our business in the future.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]