Fish Window Cleaning

"Thanks for the kind words [member name removed]. I'll pass them along to the technicians. And thanks for your business. Make it a great day...Stephen"

"We appreciate (member name removed) input and in response offer this explanation. I met with (member name removed) initially to understand the scope of the project and to set expectations. At that time she explained that the building's brick exterior had been treated with a waterproofing solution that had over sprayed onto the windows since the several years prior when Fish had cleaned her windows. I explained our process to her and that our secret formula was Dawn detergent and cold water.We did a test on her kitchen window at the initial meeting which showed that while the dirt, dust and pollen was removed that the chemical over spray was still present. I specified that if additional processes and chemicals were required we would make that assessment at the time of cleaning and seek prior approval of additional expense. Our written estimate specifically states that water stains and removal of foreign chemicals are not included in a standard maintenance cleaning. She approved the test saying that was good enough for her. When our technicians were cleaning they met with the same results, attempted additional processes, were unable to remove the foreign chemical and performed the maintenance clean per (name removed) agreement. Afterward our Production Manager communicated with (name removed), her project manager who was not a janitorial professional, representatives of the chemical company and others in order to find a resolve. The solution determined by her project manager but not witnessed with Fish Window participation was the use of hot water. Fish does not offer hot water cleaning as part of our cleaning solutions which was explained at the onset and then again when this solution was presented. Hot water cleaning is normally only available through select professional high pressure washing firms because of the high expense of portable commercial grade heaters typically configured into a pressure washing system and the special cleaning tools equipped with hot water seals. At this point we repeated that hot water cleaning was not a service we offered, that we had exhausted our cold water solutions and that the investment which had been made had been fulfilled by the services initially presented, agreed upon and performed. We believe we were upfront in our explanation of services, set reasonable and agreeable expectations, invested in the project through additional process testing and post research, performed the service as was contracted and are worthy of a more positive recommendation. We understand the remaining foreign chemical substance is a disappointing result but we didn't put it there nor did we contract to remove it. We feel holding us responsible is misdirected anger at the situation and should be considered as such. A more effective approach would have been to require that the project manager and the company contracted to apply the waterproofing chemical be held accountable to clean up their own mess. Thanks for the opportunity to respond....Make it a blessed day...Stephen Ringel, Fish Window Cleaning Customer Servant"