ComplaintsforPerfect Power Wash, LLC

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Perfect Power Wash by MISTAKE, to complete a power washing job on my home. I did a google search to find a phone number of a local company and there’s popped up in my feed . I called, apologized I called the wrong number. They would not let me off the phone without giving them a chance to complete the work for my home. I told them I would give them a shot and only pay the technician AFTER the work was done to my liking in hand after services completed. They said they’d be out the next week to complete the work ( April 2024) no one shows up at all. Until 3 months later- they show up( no one is home) and CLAIM to have completed the work on my home- they DID NOT complete any power washing. Their technician took photos to make it look like he did. Now I receive bills from them to pay for the “service “ they claim to have completed. They call me and harass me almost every single day saying they will see me in court, and that they are sending the bill to collections. They are scam artists and need to be stopped immediately. I don’t want to see this happen to anyone else.

  

  Business response

  09/30/2024

  We have investigated this challenge very thoroughly and we are confident that we did perform a house wash on this customer's property. We have GPS time stamps and other documentation that confirms that we were at the property and did perform a house wash as requested by the customer. That being said, in order to come to a timely resolution to this challenge we will adjust the bill down to $0.00 as a show of good faith and consider this to be resolved.

  Customer response

  10/08/2024

  I do accept the response from this registered business that they will appropriately adjust the bill to $0 as no service was agreed upon or performed.  I would recommend that the BBB investigate deeply into the business operations of this company as I believe they operate as scammers based on my interactions with the company.  When we called to request service they tried to demand a form of payment upfront and then several months later after no contact a member of their criminal organization placed a sign at the bottom of my driveway and drove away and claimed to have washed my home without ever entering on the property or ringing the doorbell and the house clearly was not washed.  Luckily we had refused to provide a form of payment up front.  This organization then made numerous attempts with threatening phone calls and letters to attempt criminal extortion including threats to turn over the bill to a collection agency and file litigation in court.  

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Power *************** was completed on 6/10/2024 to our home. Following the visit from the technician there was substantial damage to outdoor furniture and cushions. The cushions and outdoor rugs were left soaked and covered in mulch that had been kicked up from our flower beds. Upon arriving home we were left with hours of cleaning up. The technician was unprofessional and didn't remove furniture from front porch before power washing. I called customer service to file a formal complaint in which I provided pictures of the furniture, etc. prior to us cleaning. They have been less than responsive and now are asking for full payment on the work. They have indicated that if they don't receive payment by 9/20/24 then they will turn us over to a debt collection agency. I spoke with customer service manager on 9/17/24 that acknowledged their mishandling of the situation but still asked for us to pay for the service. Nothing has been resolved up to this point.

  

  Business response

  09/26/2024

  We apologize for any perceived inconvenience. After investigating this challenge are are confident that we did not damage this customers furniture. Pictures from the customer clearly indicate that the outdoor furniture was simply wet after our service and not actually damaged. We have made attempts to work with the customer on alternative resolutions but they were not accepted by the customer and they have failed to provide us with any legitimate proof that anything was irreparably damaged. Perfect Power wash does not believe replacement of the furniture to be necessary and consider this challenge to be resolved to the best of our ability. Thank you for your understanding.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Perfect Power Wash on 09/09/2024 to have the outside of my townhouse cleaned front and back including the front which is brick. I discussed with their representative that I needed the window shutter oxidation cleaned from the brick or I was going to be fined by the homeowner's association. They assured me they could do this. They provided an estimate to do the washing. They came to my house the next day. Their service person showed on my back door camera. My front Ring camera never showed them washing the front of the house. When I returned home, the window shutter oxidation was NOT removed from the brick whatsoever. I've now contacted the company three times to determine if they were going to rectify the situation or if they were going to not charge me and I find someone else. They have not gotten back to me at all and now the charge hit my credit card after multiple attempts to contact them.

  

  Business response

  09/13/2024

  We apologize for any confusion but we do record all of our calls and after listening to the call associated with this service we believe the statements of the customer to be inaccurate. The customer asks if we clean shudders to which the sales rep explains that we do but the customer does not mention the oxidation issue nor the home owners association concern at any point during the 6 minute phone call we have. Proper expectations were set by our team and an estimate with a thorough description of the services was also emailed to and signed off on by the customer as well. (I have attached that signed estimate for review)  We do believe the customer is mistaken and we are confident that we have performed our process to the best of our ability. Thank you for your understanding.

  Customer response

  09/13/2024

   I am rejecting this response because:

  the Window shutter oxidation that needed to be removed from the brick was definitely discussed with their company either in my initial email to them or on the phone call.  I’m fairly certain it was discussed in both.  I made it very clear what I needed to have done because I got a written notice from my homeowners association that the oxidation needs to be removed from the brick or I will be fined.  

   

  
  

  

  Business response

  09/13/2024

  Again, we apologize for any confusion but we do not have any communication from the customer that specifically mentions oxidation from the shudders on his brick nor does he mention anything about his home owners association. Our process removes mold, mildew, algae, and some surface contaminants but unfortunately oxidation is not one of those things. Therefor, we would not have set any expectations that we could remove oxidation and we have recorded phone calls and signed estimates to confirm this. We have checked all emails and phone calls associated with this service and are confident in our original assessment that proper expectations were set and our service was done to the best of our ability. Thank you for your understanding.

  Customer response

  09/13/2024

   I am rejecting this response because:
  
  That is absolutely not true whatsoever.  It was discussed as it was fresh on my mind because I had just received the letter from the homeowners association.  I did not have a 6 minute phone conversation (per your comment) and not discuss the window shutter oxidation.  Totally not true.

  we can take this one step further.  I have cameras on my front and back doors.  The back door camera recorded you technician being onsite in the back for 10 minutes.  The front door ring camera only recorded your technician ringing my doorbell.  It never recorded him working in the front of my house which makes no sense.  Your technician was also supposed to send me pictures after the work was done per his text and he never did.  
  

  I have an exposed hose bib which he used on the back of my house.  I do not have an exposed hose bib on the front outside.  I discussed that during the initial call as well.  They said it wouldn’t be a problem but I suspect it was. 

  
  

• Initial Complaint

  09/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Price was overcharged. Landscaping plates including ornamental trees were nearly destroyed.Front porch furniture was left out in the yard.Back porch furniture move all around and left that way. Dirt was all over the house, walks and parts of the porches. **************** will not respond to any emails or verbal communications.

  

  Business response

  09/17/2024

  We have reached out to the customer to fully understand their concerns and are now working together to resolve the concerns to the best of our ability. We have come to an understanding and we will be continuing to work with the customer to reach a higher level of satisfaction and resolve this challenge. 

  Customer response

  09/28/2024

  [[BBB transcription via email]]

  
  This should NOT be closed. The company did contact me, only after I complained to BBB, and offered a partial refund. I accepted that but as of this email I have not received the refund of $425. I do NOT want this closed as they still have not resolved my issue.
  
  
  
  Thanks
  
  -***** ******

  

  Business response

  10/03/2024

  We have looked into the status of the customers refund and it should be back into the account we have on file for the customer over the next few business days depending on their bank. As previously stated we do consider this challenge resolved as we have issued the refund on our end but it is up to the customer's bank when that will reflect in their statement. Thank you for your understanding. 

  Customer response

  10/04/2024

  I have received the agreed on amount of a partial refund. However, I want it on the record that they are to contact me in the Spring of 2025 to review how well the landscape plants recovered. Most of them including some landscape trees that are more than ten years old died within a fews and weeks after they performed the work. We will not know the extent of the damage until spring of 2025.

  Customer response

  10/04/2024

   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.

   

  NOTE: I did receive a partial refund but they also agreed to contact me this spring to review any permanent damage to the landscape. I provided pictures and we will have to see if the plant life recovers in the spring of 2025.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I wasn&#**;t aware that I was signed up for any sort of membership, but I got a call from the business saying that I needed to set up an appointment for my annual service. I told them I wasn&#**;t interested and to take me off their list, I no longer needed the services and they told me that they would have to charge my account a 25% fee for ending the contract/membership or whatever, and that&#**;s a couple hundred dollars for services that I am not getting and don&#**;t need.

  

  Business response

  08/27/2024

  While we maintain that the 25% cancelation fee was charged to the customer correctly in accordance with our annual membership agreement that is explained and signed off on by the customer, in order to come to a timely resolution to this challenge we will waive the cancelation fee and consider this resolved. 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company provided us with washing service initially on 6.12.23. We were given an invoice that included a charge for the amount of service but did not indicate on that invoice that we had also paid for and/or joined the ‘membership’ program. There is a tagline at the top of the invoice that reads ‘Don't forget to ask us about our Annual Maintenance Plan!’ The original invoice #is *********. Over the last month (primarily in July 2024), we have received multiple phone calls and texts to schedule an additional service. We attempted to respond multiple times by phone to the company that we were not interested at this time, and approximately 5 attempted phone calls resulted in being connected to a recording and not an actual person. When we finally reached a representative, they told us that we had signed up for a membership, and that we only had until this past March of 2024 to cancel, otherwise our only options were to pay for and receive the roof/siding power wash service again at its regular price or be charged a cancellation fee of $105. As of today, we have received three additional emails. One indicates that a technician will be here within 7 days to service the house. A second email includes an invoice (#*********) for a $105 cancellation fee which is dated yesterday and indicates a due date of today, 8.8.24. A third email provides an electronic link to pay the $105. Regardless of our request to dissolve any business with this company, we are being charged for services not rendered and were told that we had no other option because we didn’t notify them over 4 months ago and had no knowledge of. We are extremely concerned now that a technician will show based on the email received this morning and we will be pressured into paying for a full service as the email states “you don’t need to be home for the service.” This is cause for additional concern that we will be pressed into paying even more for a service that we do not want or need at this time.

  

  Business response

  08/16/2024

  Perfect Power Wash maintains that the cancelation fee was applied to the customer in accordance with our annual membership program that clearly states the cancelation cut off date of March 16th when the customer signs up for the program. The program is free to sign up and is meant as a way to help the customer save money over time. The only requirement of the program is that if the customer wants to change or cancel their membership we ask them to do so before March 16th or a small 25% cancelation fee is assessed. The membership for this customer has been confirmed canceled though, and we can also clarify that no other work will be done at the customer's property moving forward unless they request it from us. 

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subject: Unfulfilled Money Back Guarantee ************************* Owner, Perfect Power Wash ****,It's not every day I need to address a matter of this nature, but your company's failure to honor its own guarantees requires immediate attention. Allow me to walk you through the sequence of events that led to my dissatisfaction:My neighborhood is dotted with Perfect Power Wash signs, so I decided to enlist your services. My primary concern was the gutters; I made this abundantly clear to your customer service representative when I called for a quote. Instead, I was told a whole house wash was necessary, and I was quoted $856.58, a charge which my card reflects.Upon returning home after the wash, it was evident the gutters had not been cleaned. I spent three weeks navigating a customer service maze until I finally spoke with ****** on Friday morning. He introduced me to a "gutter scrub" service, something your website doesn't list. Had I known this was necessary and that the cost would exceed $850, I would have declined outright when I signed up for the house wash. Your customer service assured me the gutters would be cleaned in my conversation when I agreed to pay $856.58. They weren'******************** offer this morning of a $200 refund is not only insufficient, but it also undermines your "money back guarantee." If you genuinely stand by your guarantee, the full $856.58 should be refunded, or the job should be completed to my satisfaction at no additional charge.Offering to send a team back for a minimum of $350 to clean the gutters, after already paying over $850, is preposterous. I would never agree to spend over $1,000 for gutter cleaning alone. This scenario reeks of a deliberate attempt to mislead to get business.The solution here is simple: Refund the full amount or complete the job as initially agreed, without any extra charges which is consistent with the level of professionalism that is pasted on your website and voiced to me over the phone. Regards, ****

  

  Business response

  08/09/2024

  We have made several attempts to speak with the customer to resolve this challenge in a positive manner and we are committed to ensuring our customer's satisfaction. We will continue to work with the customer to work towards a positive resolution. 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on July 4, 2024 perfect power wash charged my credit card without permission $93 for no services. They had washed my house the year before. When they notified that they were coming again I told them I did not need them this year. They charged me $93 for not coming! they did not have permission to use my charge number and certainly Im not paying money for them to not do work at my house.

  

  Business response

  08/06/2024

  While we maintain that the cancelation fee was processed correctly in accordance with our annual membership contracts terms and conditions, in order to come to a timely resolution to this challenge we have decided to waive the $93 in fees and return it to the customer's account we have on file over the next few business days.  

  Customer response

  08/06/2024

   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.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The power wash company used the wrong strength chemicals, and bleached our green garage doors. The second person to come out, admitted that this looks like damage from the chemicals and that the company would be in touch immediately to resolve this matter The company never called. I had to call them. They denied that this was caused by their bleach Our garage doors did not look like this prior to them power washing them with their bleach chemicals. At the very least the garage doors need to be repaired, but a good company would admit there was a problem and replace them

  

  Business response

  08/02/2024

  We have made attempts to discuss this concern with the customer further but have not been able to connect with them. We are committed to ensuring this is rectified in the best way possible and will continue to work with the customer towards an agreeable resolution. 

  Customer response

  08/13/2024

  Perfect power wash has offered a refund, but it has never been sent this case still remains unresolved. I will try to reach out to them today.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was placed in a program within the company without my knowledge when I disagreed with the situation and canceled it they charge me a cancellation fee for something I knew nothing about they charge my credit card without my knowledge or my approval saying that I should’ve canceled the program earlier how can I cancel something that I knew nothing about they did a poor job I called them and told them they did a poor job and I didn’t want to do business with them anymore one year later they charge me a cancellation fee see the attached document.

  

  Business response

  07/17/2024

  While we do maintain that the cancelation fee was processed appropriately in accordance with our annual membership program, in order to come to a timely resolution we will refund the cancelation fee and consider this challenge resolved. 

  Customer response

  07/17/2024

  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.

*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. ↩