Mr Clean Windows

"With regards to the clients comments, first of all, the date of our appointment was January 25th, 2012 not March 7th 2012. Secondly in addition to cleaning the clients windows and pressure cleaning the clients pool cage & deck, the client failed to mention that we also pressure cleaned the entire exterior of her home as well. Normally our rate to complete that scope of work on a home the size of the clients would be $449, yet we still discounted her rate as a new customer to $399, which is well within the parameters of what professional firms in the area charge for that service. Furthermore, the client has accused us of tearing a hole in her pool cage screen while pressure cleaning it. The client lives only a few feet from the edge of a golf course and when our technician arrived and inspected her pool cage he noticed a multitude of tears in the clients pool cage screen and the client remarked to the technician that they were the result of many golf balls that struck her pool cage and caused damage. The specific tear that the client has accused us of committing was pointed out to the client before the technician even began to pressure clean the client's pool cage. Additionally the client stated to us after the appointment, that she was not satisfied with the quality of the pressure cleaning work performed on her pool cage & deck. We responded immediately and scheduled a day and time to return at the clients convenience to address any issues that were not done to the clients satisfaction. On the second appointment, when the technician arrived, the client was not home and the pool cage door was locked denying us access to address any issues. Then we scheduled a third and fourth appointment with the exact same results. The client was never home and every time we returned the pool cage door was locked. We made every possible attempt to return to the clients home at the clients convenience to address any issue that was not done to the client's satisfaction, yet the client was uncooperative. Moreover, after the job was complete on the initial appointment the client signed a customer satisfaction card stating that after carefully reviewing and inspecting all the work performed by our firm, the client was totally satisfied that all work was complete with a thorough finish and no property damage was done. Additionally, our firm is in the business of professional window cleaning and pressure cleaning. It is not our responsibility to replace or repair any preexisting damage that occurred on a customer's home or property before we even arrive for our appointment. We believe that we tried our best and made every possible attempt to resolve the issues within the parameters of the situation."

"With regards to the clients comments, Yes, the technician was late due to a wreck on the freeway and traffic was shut down due to a Bayflite helicopter having to land on the freeway. This is a situation we have no control over. We could have re-scheduled the appointment;however the client wanted to go ahead with the appointment knowing the technician would be late. When the technician arrived, the customer informed the technician that they had guests arriving and to clean the windows as fast as possible before the clients guests arrived. With the time allotted by the client, there simply was not enough time for the technician to do a complete job, and the sills were not cleaned. In regards to the pressure washing work on the clients driveway, the technician did a thorough job cleaning the driveway, however, at the end of the driveway there is a concrete drainage swale where water from the driveway runs off and collects. Some dirt may have collected with the standing water at the end of the driveway. It is not our policy to push standing water at the end of a clients driveway on to a neighbors property. When the water dried after the technician left there might have been some remnants of dirt on the concrete drainage swale at the end of the driveway. This could have been easily rinsed off with a garden hose. I explained to the client that we would be more than happy to send a technician out to come back to rinse the end of the driveway and clean her window sills free of charge and we scheduled an appointment to do so. We schedule all of our appointments subject to availability and our next available appointment was a week away since we book appointments one to two weeks in advance. When the appointment came due the technician that was scheduled to rinse the driveway and clean the window sills had an equipment breakdown and was not able to complete the work. I informed the client and re-scheduled the appointment and the client agreed. When we called to confirm the appointment the client decided to cancel, and that was their choice. In regards to the cost of the service, the client purchased a voucher on a coupon site where they received $160 worth of window cleaning for $79, and in addition we pressure cleaned their driveway for $49, a service for which we usually charge $89; however we discounted the rate since they were having their windows cleaned as well. This was not a perfect situation;however, we tried our best to satisfy the client within the parameters of the situation."