ComplaintsforPristine Clean

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Pristine Clean to power wash entire property and concrete and seal concrete. The same company did the same job a couple years prior for us and did a great job. This time however they did a horrible job, including damage. They came out on May 15th 2023. A crew of 2 men showed up and said the job would be done in 1 day. (impossible). Throughout the day the 1 worker looked upset. **** the lead worker at one point said the worker was overwhelmed and threatened to quit several times and that they wouldn't be finished in 1 day. I pointed out several areas that were missed or done poorly. I pointed out damage to the corner siding, **** took a picture of damage and said he would send to a supervisor and told me I would need to turn in estimates. I never heard from a supervisor.I also called customer service same day and no one called back. He said he fixed an area that was missed but he did not. I paid my window washer to clean siding properly. Our house was going on the market and pictures were being taken in less than 2 weeks. **** came out the next day by himself and said the other worker quit. Looked at the final job and it was horrible. Called ****** the salesman and he said he would send out ***** or **** (supervisors). ***** came out on May 23. Took pictures said they did a horrible job and would be calling it in to a supervisor and I would hear back same day. I did not. I called ***** on May 26 said I never heard from anyone. He said sorry someone would call. Called ****** 2 more times and he said **** would call NO ONE EVER called. Our house sold in a day and we have moved. I will not pay them.

  

  Business response

  07/06/2023

  Unfortunately, we did drop the ball with this job. Operations thought the job was completed via a miscommunication from one of the lead techs. Customer agreed to pay $1000.00 of the bill and the rest is to be waved. We regret if having to come to the BBB to get resolved but are glad to come to an agreement with the customer!

  Customer response

  07/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** ********
  
  
  

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the process of power washing an upper deck - very high power was used which caused the eves to overflow into the enclosed sunroom below. The sunroom was flooded with water. The rug was ruined and the floor had to be repainted. I contacted PP Immediately after finding the wet mess. They didn’t return my call. I contacted them again. I was told they didn’t know the water went inside and assumed no responsibility. I was not offered any compensation for the cleanup rug or paint. I was barely offered an apology. Only “I understand your frustration- but we were unaware. My thoughts are even though they were unaware it still happened. This is not good customer service. I should have received an apology for their lack of regard for how much pressure they were using they caused the overflow into the sunroom. I would not recommend this business to anyone because if anything happens as a result of their service they will not take responsibility. The pictures presented show remaining water after soaking up water with 5 towels and 2 blankets.

  

  Business response

  04/19/2023

  While we understand the customer's frustration, the fact is we soft washed the home. We do not use high pressure. The customer continues with the assumption that we use 'high pressure' which is not true. The pressure used from our softwash process is close to that of a garden hose. When asked to do work around a customer's home, we have to be able to do our process. Customer wants us to assume liability for simply doing our job, and we are not willing to do that. 

  regards,

  *** - Pristine Clean 

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. Date of transaction: August 3, 2022. 2. Amount agreed to pay to the business:$2,081.00. 3. Business agreed to provide: (a) Apply asphalt shingle rejuvenator ($1,524.00) and (b) Pressure wash and seal the concrete driveway ($574.00). 4. Nature of dispute: The crew that applied asphalt shingle rejuvenator thought that they had to do only part (a) of the job. Once they realized that per part (b) of the job, viz., pressure wash and seal the driveway had also to be done, they cleaned their asphalt rejuvenator equipment on the driveway, which left rusty coloration all over the driveway. The pressure washing did not remove the coloration and upon application of the sealant, the coloration got sealed in. Subsequently, a different crew sent by the business tried to pressure wash and seal the driveway, but the sealed-in coloration did not disappear imparting a dirty rusty appearance to the driveway and lowering the curb appeal of our home (see uploaded Exhibits A and B). The business offered us $50.00 to live with the shoddy driveway job, which we rejected. We told the business that we have no hesitation to pay the full amount of $1524.00 for part (a) of the job. We may also consider paying for the part (b) of the job provided they redo the job after the rusty coloration wears off in a year or so.. 5. How business tried to resolve the problem: The business sent a third crew to try to remove the dirty coloration on the driveway, but the crew went back without attempting to remove the coloration recognizing that the coloration was sealed-in and can only be removed after the overlying sealant wears off in a year or so. 6. Associated invoice # ****** in the amount of $2,081.00 dated September 12, 2022.

  

  Business response

  11/08/2022

  We did a roof renew and driveway wash and seal. Our process with both services is guaranteed, but the results cannot. We were upfront on the phone call and with our service agreements, especially with the concrete wash and seal, that the reveal is beyond our control. We do not know what type of cure and seal was put on the driveway in the past, what type of sealers have been used, etc. Beyond that, our sealer is a deep-penetrating, water-based sealer, so it doesn't seal in stains. The onsite tech never admitted that. We are kind of shocked because after the 2nd technician returned from speaking with the customer, they said we were going to get paid and that it was resolved. Our sealer does not form a membrane like barrier on the driveway. It does not lock stains in. The molecules fill the voids deep in the concrete. What the customer is seeing is left over sealant or some type of phenomenon from the original cure and seal. That will resolve with a little time. No amount of washing will make that go away. Despite explaining this, we issued a 50% reduction in the cost of the concrete wash and seal job. The customer is focused on aesthetics , and we get that, but the primary reason to wash and seal the driveway is to protect it. We feel this is fair since we didn't do anything wrong and the circumstances of what was done with the driveway is well out of our control. 

   

  kind regards,

   

  *** ****** - Pristine Clean 

• Initial Complaint

  06/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date: 6/22/22 Cost of Work: $1,180.52 Company: Pristine Clean - Berea, OH Complaint: Damage to Electrical Outlet and Circuit I used Pristine Clean on Wednesday June 22, 2022 for a full house, full cement, and deck power washing (WO #36678). While power washing my deck the worker turned the corner and inadvertently hit an outside electrical outlet on the side of my house with the power sprayer. This caused the lid to flip open and water to enter the cavity of the cover. Subsequently, the water that was sprayed inside the outlet cover caused the electrical outlet to start to spark, smoke, and catch fire. This resulted in a strong risk of fire inside the exterior wall of my home, a burnt GFI outlet, and all other outlets on that same circuit to no longer work. I asked employee to make sure this incident was reported to the proper management at the company and to please have them call me for further information. I never received a call from anybody, and in fact I was forced to call them the following day to follow up. I finally got a return phone call on Friday June 24. They smugly stated that this was not their fault and they bared no brunt of responsibility. I was totally amazed at this total lack of compassion or empathy displayed by this company, and the fact that nobody even bothered to call me to follow up. In addition, no incident report was created, not even an apology or voice of concern that an employee of theirs caused an incident resulting in physical damage to a house and a serious risk of further damage and fire. I now have an expensive electrical issue that needs to be repaired. All the company has to say is that they are "shielded" from any liability by some legal verbiage in their contract that allows them to withhold any accountability and responsibility to what happens to their customer's houses.

  

  Business response

  07/15/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  ******, 
  
  We have worked with the customer extensively on this matter. They are upset because their electrical outlet got fried. We are expected to come and power wash (spray water on the house) and the house has to be water tight for our gentle soft wash process. We do not even use high pressure. We say it in our service agreements the customer agreed to. We are night trying to lack compassion, but we just cannot assume liability when the circumstances are beyond our control. We need to be able to power wash the home, no ifs, and or buts. Also, we gave money off for this so it's resolved with Romel. 

  
  kind regards,
  
  *** ****** * *** ****** **** * ******** ***** 

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently made an appointment with Pristine Clean in Berea to clean and seal my driveway. The driveway was newly poured two summers ago. I arranged for 3 monthly payments of $201 from my credit card. The technician came on Friday, June 10th to do the job. He called me at 2:52pm. I called him back at 3:08pm but he did not pick up, we did talk at 4:04 pm. He said there was a problem. I drove home, and saw etched marks on the concrete. There were several small chips in the driveway, and dirt lines close to the edge of the house. He called his manager from the truck and we both agreed that he clean up and then I would talk to the company next week. The cleaning was not complete and the sealing was not done. I called on Monday, June 13th and was told someone one would come out on Tuesday morning to look at it. No one came. Later in that week, someone stopped by briefly. I explained what happened and after he looked at the cement, made a call and said someone could come out the next day to try and even out the marks. I did not want further damage to the driveway so I declined. The next day, I got a call from a technician who said he was on his way to my home because I was on his schedule. I said I did not want him to come. I spoke to ***** and he said he would come out on Tuesday morning, June 21st to look at the driveway close to 8am. I waited but no one came by 845am. Since then, none of my calls have been returned including the one to let them know I would be pursing this. After talking to others including the cement contractor who poured my driveway, it is clear that my driveway has been damaged. At the very least, I am asking for reimbursement for the $201 already paid and to not charge my credit for remaining balance. Your website says 100% Satisfaction Guaranteed, “We guarantee the best possible price without the need to haggle and the BEST POSSIBLE RESULTS using our safe and environmentally friendly process. This is not best possible results.

  

  Business response

  07/15/2022

  RECEIVED VIA EMAILBY BBB STAFF MEMBER:

  Marqus, 
  
  As far as **** ******. We just issued him credit for his remaining payment for $200. Our process is safe for concrete, so simply washing the driveway with our walk-behind surface cleaner will not etch concrete. We are noticing a huge lack in the quality of concrete in the last couple of years. This unfortunate trend is leading consumers to see a lot of cracking, spalling, and chipping in their new concrete. While washing and sealing will help, it cannot make up for the fact that concrete, and especially builder-grade concrete, is more poorly made to cut costs. We have made the billing adjustment for the customer since we understand their frustration in this. 
  
  regards,
  
  *** ****** - The Gutter Boys & Pristine Clean 

  Customer response

  07/16/2022

  1. Better Business Bureau:
     
     I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
     

  I have emailed a response to the company - see below.
  

  Hello ****,
  
  Thanks for responding. This is not acceptable to me.
  
  First, I did not have my driveway sealed by you. And the cleaning part was not complete, as shown in the attached picture of the back patio. but you are charging me $402 for mostly power washing the driveway
  
  Also, your technician called me saying he knew something wasn't right. When I got home, he was speaking to the supervisor and we agreed to have the technician clean up from where he was but not continue. I have done research and talked to people including concrete professionals. The cleaning process can do damage if not done carefully. I was told the machine was kept in one spot too long, which caused the marks and chips.
  
  I am requesting reimbursement of the $402 already charged to my credit card. Your website says 100% Satisfaction Guaranteed.
  

  Also, after talking with others, I do not believe this was a result of poor quality concrete. This was a result of poor use of the cleaning machine.
  
  I am willing to show you and discuss anytime.
  
  Regards,
  **** ******
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩