ComplaintsforWipe Clean Window Cleaning Ltd.

• Initial Complaint

  23/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I hired wipe clean window services, to install our Christmas (provided) lights, based on their offer/cost and information provided at the time of them reaching out to us, to get the sale. They came and only completely half the job, no phone call ahead of time, explaining this would be the case but fine. They returned a few days later, to complete the job only after we had to reach out to ask, when this would happen. Only the job wasnt completed right when the technician had incorrectly connected a string of lights and an extension cord, so our top peak, didnt light up at all. So still after two visits, the job was not completed and didnt work as agreed. I contacted them to return, they came back and tried to charge me 100.00/hr, but the job had never been completed from the beginning for the ****** I had paid. After many phone calls and even attempts to reach the manager, who did not return my call they fixed the issues, because the technician on site realized it was his fault and he apologized as he felt bad. Fast forward to now, I contacted the company because their information at the time of booking said the prices included install AND take down. I wanted to schedule the take down, theyre now saying that it isnt included and I have to pay their hourly rate of 100.00/hr for removal, but that its actually 150$ for them to do it cause they have a minimum charge. So Ive been completely run around, lied to so they got the sale and job and now, they wont complete the promised job for the 250$ we paid and agreed to.

  Business response

  03/01/2023

  In the first messages with the customer, we let them know $250 would be an average, but ultimately it would be an hourly charge for the services. We charge this way because we cannot ensure the quality of the lights given by the customer. Also on the invoice ans estimate it sates this is for set up only. It happens very frequently that we are provided with faulty light strand and extension cords, this results in our teams having to restring areas, which was the case in this scenario hence why we charge the hourly fee as we cannot be responsible for faulty equipment. The first time we serviced the customer's house, we did in fact only do the half of the house that could be reached safely from the ladder. With snow and ice on the roof, our employees safety is more important than the customers demand to have their lights installed. We had a very snow early November, and we have a lot of people getting lights installed trying to get a safe time to install these lights was a challenge for us, that why we informed the customer we would be in touch when the weather permitted the service to be completed. When talking with the lead technician who went back to the job to replace the cord that wasn't working, he mentioned that the customer was rude to him and did not apologize for claiming us for the lights being out. This customer was blowing us up, making us feel like we did not do the job properly when it was their equipment. ************** said to us, "why would I go up there and change the chord if it was already working?" The customers accusations don't even make sense. We have already removed this customer from our database as she was borderline ********* our staff.

   

   

  Customer response

  04/01/2023

  Complaint: ********
  I am rejecting this response because: This is not only a lie, it's slanderous and outrageous. I don't want this company anywhere near our home again. BUT now reading these bold lies.I have footage, of us standing with *** on my step  the day you say we were rude?  saying sorry for the confusion, him saying NO PROBLEM it was his fault it wasn't plugged in right (Which is why he went up with a new cord since you said why would he, this is why) he didn't use the new cord, I have that cord still. can prove that too. We haven't ******** anyone, been rude to anyone.. all we did was DEMAND what we paid for, that's the only demand we've made. I will call my credit card company, saying the service we paid for wasn't complete, I can fight that battle just fine.... but you're lying and manipulating to get sales and continuing it now. I have included some stuff to prove you're a liar.A text where I said it's completely understandable, that you didn't do the second story and that safety is number 1.. we would never risk that. I am a ***** for god sake. I don't want anyone getting hurt. so, that's a lie that we were mad or didn't care, we praised *** and never once got mad. I also included where, YOU ******** ME... message after message non stop.. So I asked YOU to leave ME alone and blocked YOU... not the other way around, like you lied. I also included, that I was never rude, or mad.. till you didn't hold up your end, to take the lights off. I even referred people to you. and included that proof as well, where you thanked me and offered me ***** off services.I have more proof, shall we pull all my nine security cameras? where we can see, *** getting kind service from us, appreciation and praise? just like in my messages? DONT LIE. Nothing in this, is true. Nothing. It's a lie.  instead could have said, hey, we screwed up with wording, it isn't included how about a discount? nope.you wanted to fight. from the start

  Business response

  06/01/2023

  The text message originally sent to you mentioned we ultimately charge an hourly rate and the time spent can only be calculated at the end of the job. The scheduling confirmation email states it's a quote and confirm job and also states the $250 estimated cost is just for the installation of the lights. Furthermore, you had left customer feed back though our online portal on the 29th of October, stating that the line was pinched in the gutter, this was before we had returned to complete the work on the top strand not lighting. The term "pinched" was your wording, as you stated it before we had returned to the job on the 29th. We have our technicians provide notes on every job and ****'s notes that were posted on the 31st right after he had finished the job said "*********** Job was pretty simple nothing was our fault the customer extension cord broke, not our lights or from tucking them." This is copied from the notes area in our CRM. At the end of the day, we charge an hourly rate for installing and taking down customer provided lights. We have **** man-hours invested in the set-up of your place, which is well over the quoted rate of 2.5 man-hours. We have voice recording of the phone calls with you that also state an hourly charge for the service. For reference, this is our FIRST ever BBB complaint in 11 + years in business. We typically work with customers to rectify the situation, however, we not be bullied into providing services for free.

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