ComplaintsforSpotless Window Cleaning & SoftWash

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used this company before to Power wash my house and they did a great job. On August 17, my house was power washed by a tech name, **** or ****, I didn't get the spelling of his first name. I was outside the house and smelled strong bleach in the air. I asked him, why was the smell of bleach do strong, I didn't smell this when house washed last time.My bricks was looking white, front shuttles was turning white/faded and they are red. My concrete sidewalk was spotted and discolored from the power wash. The Business Manager (*********************) came to my house and put some more chemicals to try to get the spots up. He just made it worst and took a layer of cement off. He even stated, if we have to replace the concrete sidewalk, we will do it.Company Operation Manager emailed me, won't talk to me, that he wasn't paying for repairs and everything was done according there guidelines.

  Business response

  09/16/2022

  Mr. *********************,

   

                  My name is ***************************** and I am the Operations Manager for Spotless Window Cleaning.  I have taken over for ********************* as the point of contact for your concerns going forward. 

                 

  First, please accept my most sincere apologies for workmanship not being up to your standards.  We at Spotless strive to provide the best-in-class service for every customer we service.  Unfortunately, things happen that *** or *** not be within our control which do not always result in the highest quality finished product. 

                 

  My understanding from ***** is that you have three main concerns which are as follows:

  1. Black scuff **** on your wall
  2. Faded or white staining of 6 of your shutters on the front right side of the home closest to the driveway.
  3. concrete walkway is spotty

   

  1. Black scuff ****:

  While I am not able to say definitively that this scuff **** was or was not caused by one my technicians, I am willing to err of the side of caution and accept liability.  In my experience, most ****s of this nature can be removed with a Mr. ***** branded Magic Eraser which cost $5.44 from Walmart.  If that does not completely lift the scuff ****, an 8-ounce jar of the matching color would be my next recommendation.  This size paint jar can be purchased from ********** for $4.98.  Therefore, I would like to offer you a total of $11.04 for the cost of materials plus tax of both the Magic Eraser and the 8 ounce can of paint.  I do not employ painters on my staff which is why I am not able to send someone to clean/paint the affected area. 

   

  2. Faded Shutters:

   

  We have been performing our softwash and pressure washing services all over the ************************ and have never experienced the type of staining as youve alleged.  I have also interviewed the original tech who was at your home and confirmed that he used the same chemical mixture as provided in our training standards.  Further, he used the correct tips on the spray nozzle, stood within an acceptable distance from the home, and rinsed the chemicals off of your home within an acceptable timeframe given the outside temperature that day.  Therefore, I cannot duplicate the staining that youve experienced. 

   

  With that being said, and your concern being just three pairs of shutters, I would again like to err on the side of caution and offer to replace the three pairs of shutters (six in total).  To be clear, I am not accepting liability for having damaged the shutters, but instead making a good faith gesture to mend our business relationship.  Based on my research, exterior shutters come in a 2-pack and can be purchased from Lowes for $59.  We are not in the business of purchasing and installing shutters and would therefore like to offer you the amount of $377 towards material & installation labor. 

   

   

  3. Concrete:

  We have consulted with a well known and highly respected concrete company local to ********.  During this consultation we described in great detail our process for pressure washing a concrete sidewalk and shared the photo you provided in your text exchange with **********************  In their professional opinion, the indentations and discoloration you are experiencing are not the direct result of negligence on our part.  Instead, they pointed to poor pouring technique/quality when the walkway was first poured, it left the concrete weakened and/or less protected.  Additionally, no chemical application was used to clean your sidewalk.  Our process calls for the use of only water which could not be directly linked to staining of your sidewalk. 

   

  It is for these reasons that we stand firm on the fact that your concrete was not damaged by our pressure washing process.   With that being said I did want to offer you some recommendations for cost saving measures on its repair per the company we consulted.  1.) apply a sealant with a color tint or 2.) surface treating which would involve grinding down the length of the sidewalk by an eighth of an inch and then sealing the top with a clear sealant.  Either method should save hundreds of dollars or more vs. a full replacement of the run. 

   

                  In summary, we are deeply saddened by your experience and would like to make an attempt to mend the situation despite confirmation of fault.  We hope that you will see these gestures as a measure of good faith to correct the situation at hand. 

   

  Both of your requested services, window cleaning and the softwash / pressure washing of your porch and sidewalk, in the amount of $485.00, have yet to be collected.  Per the above offering, Spotless would have offered you $388.04 for repairs in good faith.  Due to your obvious dissatisfaction with this experience, we will instead waive the collection of the $485 for services rendered and will not send a check for $388.04.  In exchange for this arrangement, you agree to waive your right to further punitive actions, both verbally and financially, against Spotless Window Cleaning.

   

   

  Respectfully,

   

  *****************************

   

  ***************************** Operations Manager Spotless Window Cleaning & SoftWash 122 **********, ********, ** 23225 www.spotlesswindowcleaning.com (e)********@spotlesswindowcleaning.com (o)************** Voted ********* Best Window *****er of 2022

  Customer response

  09/16/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  I have reviewed the offer and  I do not accept the offer.  

   

  Cost of replacing damaged sidewalk is $3,168.00  This cost came from a Concrete Contractor who came to look at the chemicals stained sidewalk.

  Cost of  painting shutters (26) is $1,719.69.  This cost came from a Painter License Contractor which is due from shutters fading from powerwash chemicals 
  

  Cost of marked up wall by front door when ladder from window washing was perform is $391.72  This was obtained from License Painter.

  Cost House front Bricks bleached white, $3,000 to resurface.

   

  Owner, took Business manger off from working me because company do not want to pay for damages they did.

  
  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. ↩