New Outlook Window Cleaning

Where to start??  Ethically, this business  is broken.  Crew shows up, only 3 guys instead of 2 crews as I was originally told.  Based on experience of 1st small house job, crew is poorly trained except for crew leader (Ben).  Crew does not finish on time (as originally promised) and does not show up again on time, taking multiple trips to complete job.  Screens are removed, some questionable for repairs, and not returned without much delay and phone calls.  As of now, 4 screens are still missing, I was over charged for this part of the job by $290 (based on 2 different invoices), and manager, Alan, has not gotten back to me after 4 days.  Communication is slow or non existent unless I call the office.  Messages left are not returned within 24 hours, and sometimes the ability to leave messages is blocked.  One word describes their efforts-Pathetic.  

Owing to a change of original plans, a new time had to be arranged. The firm was a day late in calling to confirm a new time and date. That is the only criticism we have of the service. Sergio and Julio arrived in prompt fashion, and set about their work very quickly, and professionally. I was especially pleased to see that Julio used a ladder, rather than an extension pole and hose to clean the upstairs windows.. Both of them cleaned streaks that other business claimed were impossible to remove. I am extremely pleased with the work performed.