ComplaintsforFreedom Window Cleaning

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Better Business Bureau Complaint Department,I am writing to formally lodge a complaint against Freedom Window Cleaning regarding a recent service they provided at my residence. The incident occurred on June 1st of this year, when their cleaning crew came to clean the windows at my house. Unfortunately, the experience has been nothing but frustrating due to the damages caused, the lack of communication, and the company's failure to take responsibility for their actions.During the window cleaning, a significant number of screens in my home were damaged. Shockingly, the cleaning crew did not communicate this to me during their visit, leaving me to discover the extent of the damage only after they had left. The lack of transparency and accountability was deeply disappointing.Subsequently, I initiated contact with *****, the manager of the company, to address the issue. Attached to this complaint are the email exchanges between ***** and me, which provide a comprehensive record of our correspondence. After several email exchanges, a solution was eventually proposed in the form of ***, the company's screen repair specialist. *** arrived on August 11th to assess the screens and provided an estimate for the repairs. He picked up my screens, saying that the next day he would deliver them. However, the company's response to the estimate was disheartening they refused to move forward with the repair process, citing increased material costs as the reason. The fact that they had my screens for over two weeks and then tried to seek a cheaper repair alternative is not only unprofessional but also a breach of their duty to rectify the situation they created.The latest email I received from ***** is even more concerning. They have now suggested that I pay 50% of the repair cost, which is unacceptable. I must emphasize that the damage was caused by their employees during their service, and I should not be held financially accountable for their negligence.Furthermore, you can find attached the receipt, that serves as evidence of my engagement with their services.I appreciate your attention and look forward to a fair and just resolution.Sincerely,*******************

  Business response

  08/30/2023

  It is true that this has not been a great performance overall by our team. We performed services for several homes in the *** that ******************* lives in in June. A few of the homes had very tightly fit screens that were difficult to remove/reinstall. Some had existing damage and some were tweaked in efforts to get them out. The crew, in the debrief, indicated that they had informed homeowners/residents at the time of the service if their screens were already damaged or were damaged during the removal process. This was before we ever heard from ****** regarding damages to his screen(s). The did not follow our procedure for this possible event as stipulated in our operations manual, however, which is why we accepted responsibility for the damage. That procedure directs crews to point out to clients BEFORE potentially damaging a screen what the situation is and leave it to the client to decide if we should force a screen out or skip that particular window. 

  I do not think it's accurate that communication has been left wanting. We have been in frequent contact with ********** via phone and email. Perhaps he wanted or expected more. I can understand that. 

  *** is not directly affiliated with our company. We have referred those who need screens repaired to him in the past. We reached out to him initially with no response but eventually got him in contact with ******. It is true that after learning that *** had tripled his prices since last we referred him any work that we attempted to contact other service providers we have also used in the past to reach a more economical resolution. 

  Currently the most damaged screens, (the ones with bent frames) are in the possession of the screen repair contractor and will be completed by the end of the day today.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩