Active Maintenance Group Window & Gutter Cleaning

"Our communications were with (removed member name) via email for her request for a quote and to schedule an appointment. We DID NOT complete any service as the appointment needed to be rescheduled. (removed member name) requested an appointment via email and as there was an available time slot for that very Saturday, I offered it to her with crew to arrive around 10:15-10:45am. (removed member name) did not respond with any indication that this was an inconvenient time, but she in fact she accepted the appointment. Window cleaning is not a timed event and we do our best to keep the approximated times within an hour, plus or minus. However, once we are inside, sometimes issues come up. Some homes take longer as the windows are extremely dirty, or required special handling to open, or some have paint or silicone which requires a double cleaning and scraping. The issues required extra time, which unfortunately changes the time in which a job is completed and the time that we are able to arrive at the next job. We certainly cannot leave a job unfinished because we are schedule for another job. These are issue over which we have no control. We DID NOT inform her that furniture needed to be moved or that any preparation was needed or necessary prior to our arrival or during the window cleaning process. The husband first called within 3 minutes of the estimated arrival time. I indicated I would contact the crew to get the estimated time remaining on the first job. I did not tell the husband that I needed to check the location of the crew, as I dispatched the crew to every job. After speaking with the crew, I was informed the crew had to scrape paint off every window, which doubles the time of the job. I contacted the husband again and apologized for the situation. I explained that the amount of time needed to complete his job would take longer than the time that remained in the work day. I explained that we would need to reschedule the appointment as the estimated time of his job would require 3 to 3.5 hours. Again I apologized and explained that our hours are from 7-3pm, Monday-Friday, and that we typically do not work on Saturday, but use it for a make-up day when it rains during the week. I offered to reschedule him the following Saturday. He indicated he would need to check with (removed member name) and I indicated I would hold the time slot for him until (removed member name) confirmed it. We received a voice message from (removed member name) at 11:45am indicating she was not available for the next four Saturdays for window cleaning, and indicated that she wanted compensation for the missed appointment. Unfortunately due to a funeral on Monday, I was unable to respond to her voice mail and additional emails until Tuesday morning. I again apologized to her via email for the situation in response to her emails. I apologized to husband and to her numerous times."

"Reservations for fall gutter cleaning begin in September. All customers are notified by mail and email with the notice that gutters should be cleaned before freezing tempuratures and snow. We ask that the card for gutter cleaning requests be returned by October 10th. We encourage customers to sign up early and not to wait until the end of November to reserve a time slot. All of the November appointments were filled before the end of October. However, we do work all winter as weather permits during freeze and thaw periods. This regular customer, did not contact us until November 18, 2011 for gutter cleaning and then requested the weeks of November 29, December 6th and 13th. Unfortunately, freezing tempuratures arrived within 6 days of the request on November 24th and the first accumulation of snow on December 1st, followed by 4-5" of snow on December 4th. Within 10 days we had subzero temps. Weeks followed with additional snow accumulation and more subzero temps. We did not have any freeze and thaw periods this winter, just record breaking snowfall of 22" more on February 2nd. Upon the snow melting by the begining of March, this customer's gutters were cleaned by March 8th."