Complaints

• Initial Complaint

  06/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I Love Your Windows (ILYW) reached out to us in April, 2022 asking to clean our windows. In my conversation with Angie over the phone I asked what the price would be for cleaning windows inside and out of both the house and apartment, she said $350. I asked three times during our conversation if $350 was the price and she confirmed each time I asked. Jason (the owner of ILYW) and one helper came to clean the windows May 13, 2022. Towards the end of their day the helper was in the den placing window screen back on the windows she had cleaned. I noticed she was having trouble getting them back on so I helped by holding back some pillows that appeared to be in her way. When she was putting the window screen in place she was pushing from the middle of the bottom of the screen resulting in the window frame being bent. I told her my concern at that moment. I then looked at other screens she had put back in place and some of them were bent as well. When Jason was packing up to leave I told him about her bending the screen and the other bent screens I noticed. He said he would come back to try and straighten them. I had not heard from him in several weeks so I called the office and spoke with Angie. Angie said she had forgotten to call me to set up a date for him to take a look at the screens and mentioned that Jason's helper had bent screens at another job as well. When Jason came to take a look at the screens he said they were already bent prior to this window cleaning. I reminded him that his company had done these windows in the past and the same helper was with him. He left saying he would be in touch. Angie called a few days later and we agreed to a $150 discount to the bill for the bent window screens. She then emailed me an invoice for $670 minus the $150 discount that totaled $520. I emailed Angie back a couple times stating that $670 was not the agreed on price, $350 was. Angie's response was "This appears to be game to you. Pay your bill!". We will pay $200.

  Business response

  08/16/2022

  This is regarding the complaint by ***** ********* 
  **** ******** ************* ** 
  
  This gentleman has been a client for many years.  He asks the crew for extras onsite which weren't included in the original quote then doesn't want to pay when added to the bill. He has two large structures and always claims he only wants one cleaned.  Once the crew arrives he micromanges them and adds additional requests.  He's been told several times through the years that he needs new screens.  We will no longer service him at all.  He is in a 5,100 sq ft home with 6 bedrooms and 6 baths.  He has a separate lock-off apartment that he uses as rental property at the same location.  He plays games yearly and tries to act like it's all one structure. 
  
  His payment history is as follows:  2019 House $450, 2020 House $450 plus Garage/Apartment $125, 2022 House & Garage plus screens $350 he tries to mess with the crew and was originally told in 2017 his screens needed to be replaced.  His neighbor has a comparable property and pays $860 for window cleaning yearly.

  Customer response

  08/16/2022

  Complaint: ********
  
  I am rejecting this response because: Several comments are not true from I Love Your Windows, LLC.

  I talk to the crew while they work because I notice foot prints on interior ledges that need to be cleaned from their services. And I remind them not to forget certain windows in places that are easy to forget like the window in the third garage I told them about and they forgot to clean this last service. They never once have approached me about screens that I needed to replace. Regarding the pricing: I was quoted over the phone $350 for windows inside and out for both the apartment and the main house, screens would be $3 each if needed. I asked three times during our discussion if that was the correct price and each time I got a "yes". So I don't know if your pricing structure has changed, if your running a spring special, I you appreciate my return business? All I know is that I was quoted $350 for I Love Your Windows, LLC to clean our windows inside and out. I did ask if he would clean the gutters in the back but the foreman said it would be extra so I declined. There were no other additional services performed by I Love Your Windows, LLC during this last service.  I observed a screen being bent when put back in place by a I Love Your Windows, LLC employee and approached the crew foreman about it. It was decided over a phone conversation that I Love Your Windows, LLC would deduct $150 from the bill. If I Love Your Windows would like to send me an invoice for $200 for the services performed for the last window cleaning service we will promptly pay it.
  
  Regards,
  
  ***** *********

  Business response

  08/29/2022

  Dear Sir,
  
  This gentleman describes himself perfectly.  As he states he follows our crew around giving instructions.  He also occupies our paid by minutes answering service and takes my time which cost additional money.  
  
  Bottom line we perform excellent services, received perfect ratings and always receive repeat clients.  This gentleman has cost us money working for him over the years. And and as he brags to his neighbors about the discounts he receives when he does this by misrepresentation.  Summit County has strict AirBNB ordinances and it is unfair to us, other homeowners and the county! 
  
  We just want him to find himself another service.  Hopefully he reports to them both buildings and his rental property so others aren't misrepresented.   Our crews work too hard to be harassed on site, by answering service or email.  
  
  Thank you,
  
  I love Your Windows 
  
  ************
  

  
  

  Customer response

  08/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. If they don't want the money I have offered then they are obviously satisfied with me just moving on. And that's what I'll do.
  
  Regards,
  
  ***** *********

*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. ↩