Sparkletime Window Washing

Review: We had our windows cleaned on 11-11-2013 and found many issues after they left. 17 screws were missing from our sunscreens and 2 silver screws were used to secure one of the screens. We also found 1 screen bent. We contacted the owner [redacted] 3 times. He responded to the first e-mail stating someone would come out, they never did and he has not responded to 2 additional e-mails sent to him.

We also found some of the windows streaked as well. They showed up 3 hours late also. We have used them in the past without any issues and this time the experience was awful.Desired Settlement: repair and replacement of the missing screws, repair of the bent sun screen and the windows re-done.

Business

Response:

Re: Screen issue

Hi Mrs. [redacted],

I wanna apologize for the situation at hand and would like to resolve this issue as quickly as possible. The gentleman who came out to your house is no longer with our organization

partly due to this matter. I have reached out to you via email so we can take care of the problem. As far as not getting back I have been very sick lately and as attentive as I

usually am, I have dropped the ball on this matter and want to make things right. Please email us back or call at [redacted]

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 thought that all the repairs on our windows had been done correctly, however, one of the screens on our bedroom windows blew off last week, and when attempting to put back on, the screen does not fit properly. As you know we had several issues with the job we hired you do a few months back, and we are extremely disappointed to find yet more problems.

I would like someone to come back out to make the necessary repairs for this window.

I will would a response within 3 business days.

Thank you,

Business

Response:

This is in que and being handles, I have a gentleman coming out to fix the problem...

Best Regards,

Review: On Saturday, December 7th, 2013, a technician that works for Sparkletime Window Cleaning was at my home to do a scheduled interior/exterior window cleaning. During the interior window cleaning, the ladder the technician was using fell and knocked a hole in the wall of my dinning room. The technician called his boss to let him know what happened and then informed me that Sparkletime would be in touch with me to get the wall fixed. The technician stated the company was insured so there would be no issue getting the repair taken care of. I never received a call from Sparkletime to schedule the repair so on December 9th my wife called to talk with the owner who was not in and left a message with a description of the issue and asked for a call back. We still did not receive a call back. My wife called again on December 10th and left another message for [redacted], the owner of Sparkletime. After still not having received a call, my wife called Sparkletime again on December 12th and left another message. On December 12th, [redacted] called my wife and said another technician named [redacted] would be in contact to get the wall repaired. [redacted] called my wife and scheduled an appointment to look at the wall to be repaired on the morning of December 14th. [redacted] arrived at our home during the morning of the 14th and informed my wife and I that Sparkletime would take care of the costs of repairing the wall and also the cost of repainting the wall so the repair would not be visible. [redacted] scheduled a technician to come out and fix the wall. On December 17th, a technician named [redacted] arrived at our home during the morning to see what he needed to get the repair done. [redacted] advised us that he could fix the wall as well as paint the wall but needed to get payment from Sparkletime in order to purchase the supplies and complete the repair. We advised [redacted] we had family coming into town on December 20th for the holidays and that the repair needed to be completed before that date. [redacted] said that would not be a problem. On December 18th, [redacted] informed us that he still had not received payment from Sparkletime and could not complete the job until he received payment. Numerous calls were made to [redacted] who kept saying he could not reach [redacted]. On December 20th, [redacted] said [redacted] would be in touch, but we never heard anything. On December 23rd, [redacted] sent a text message to us to say he was done being in the middle of this situation and that we could call [redacted] directly and he provided his direct cell number. We have called [redacted] numerous times, left messages, and he has not returned our calls. We sent a letter to [redacted] certified mail explaining the situation but he has continued to ignore us. We hired a contractor to repair the wall as we had not heard anything back. We would like Spakeltime to reimburse us for the repair as we gave them plenty of time to complete the repair using a contractor of their choice.Desired Settlement: We would like Spakletime to reimburse us for the cost of the repair and painting of the drywall since their technician caused the damage. Sparkletime has not responded in a reasonable time to schedule a repair so we had no choice but to hire a contractor to fix the wall. The cost of the repair was $250.00 and we have the receipt.

Business

Response:

Sparkletime Window Washing

To whom it may concern,

We have sent a check for reimbursements to this client on Feb 5th. We feel that this report is not 100% accurate as we tried to reach out on several

occasions after performing due diligence on our end. Nonetheless we will accept responsibilty by resolving this issue amiably and choose not to

rebutt to these allegations as it may distract from Sparkletimes focus on taking care of each and every client as we have for 10 years now. Thanks

again.....

Sparkletime Mgmt

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On March 21, 2014, Sparkletime Window Cleaning was hired to clean our two story house. [redacted] an employee of Sparkletime Window Cleaning came out on 3/21/14 and cleaned all windows on our house, both inside and out as well as the screens. On Saturday March 22, 2014 we noticed broken roof tiles located below the second story windows of the house, which were not there prior to the window cleaning done by Sparkletime Window Cleaning. I notified Sparkletime Window Cleaning of the broken tiles and had two different roofing companies out to give us and estimate on the damage to the tiles as well as to the cause of the broken tiles. Both roofing companies stated that the tiles could only be broken by someone stepping on the tiles wrong and causing the damage. I have attempted to communicate with the owner of Sparkletime Window Cleaning about the above mentioned damage and they are refusing to accept liability for the damage.Desired Settlement: I would like Sparkletime Window Cleaning to pay for the damage they left to our roof tiles. I have two different estimates from legitimate roofing companies based in the [redacted] area and have provided those estimates to Sparkletime Window Cleaning.

Business

Response:

Sparkletime:Hi we have discussed with the homeowner that the window cleaning tech did see broken tile before climbing on to the roof. The tech is very well versed in walking on this type of tile as well as he has never had a "broken tile" issue in his tenure at Sparkletime. This particular type of tile is very sturdy and can be walked on correctly with little or no chance of breaking. The tech will sign and notarize any type of affadavit or statement needed to resolve the issue. Sparkletime does acknowledge though that we should of notified the homeowner of the broken tile beforehand. For the sake of great customer service we will consider helping with some or all of the costs involved if we can have one of our vendors come and take a look at the repairs.

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.

We have had a reputable roofing company repair the damage on 4/15/14. The roofing company stated the only way the tiles could have been broken was by someone walking on it. No one except Sparkletime Window Cleaning has been on our roof. The fact is that the window cleaner did not mention the two broken ridge tiles while on site, but did mention our screens looked discolored. The broken tile was in a very visible area under our second story window and we are certain it was not broken prior to the window cleaning. We had the roof tile replaced for $385. I will be satisfied with the refund of the price paid for the last window cleaning, which was $182. Our roofer has pictures documenting the roof damage.

Regards,

Cindy Wibben

Business

Response:

For the sake of appeasing the client and maintaining a strong Revdex.com rating , we have no other choice but to refund the $182 to the homeowner. We still maintain the same stance that our tech did not break the tiles. In all fairness we feel the homeowner has not explored all the options of there could of been workers in the past on the tile who push broken roof tiles back together. With wind and tiles shifting a tile could have easily separated again. Our aim is not to bicker or worry about such a small amount to fix tiles, it is to maintain the integrity and reputation of our company