ComplaintsforSabrinas Atlantic Window Cleaning And Pressure Cleaning, LLC

• Initial Complaint

  03/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Company cleaned my house roof two years ago. From what I could see, the roof seem clean when the project was completed even though I could not inspect the top of the roof due to lack of access back then. On 3/25/24, I scheduled them to come for another roof cleaning (two years later, which is the acceptable time between roof cleaning). They had given me a quote of $330, which is consistent with the ************* completed two years ago, plus inflation adjustment, up until then, everything was fine. An hour later into the project having started the worker ran my bell to let me know the roof was dirtier than expected, so dirty that it was obvious it had never been cleaned ever before. I told him this was impossible since the roof was cleaned by the same company two years ago and many times before then. He said that he would not be able to complete the job unless we paid more. I called headquarters, explained and they said they would do the job to properly clean my roof at the original rate given the fact they had cleaned the roof before and perhaps the prior workers did not do a good job. A few minutes later, they called me back stating that either I paid 60% more if the original quote or they would leave. Two possible options, 1) either this is a bait and switch situation or 2) the company only did a partial cleaning two years ago and charged me a full cleaning leaving the top of the roof untouched. Both situations are completely unacceptable.

  Business response

  03/26/2024

  We booked **************** to clean her roof and we quoted her $330, it has been two years since her last cleaning where she paid $340 for that cleaning and generally industry standard is yearly roof cleanings in ******* due to the rain and humidity; algae and mildew tend to grow quickly. Generally if someone hasn't had there roof cleaned in two years we assess the roof upon arrival. When ****** arrived a technician with over 20 years experience, from the first glance thought it would be doable at the $330, because he didn't want to upset her by raising her price.  but after an hour of trying to clean her roof he stopped and spoke with the customer to let her know the state of her roof would require more work and that we would have to raise the rate to $500. I don't know if there was a miscommunication or a language barrier, but he said in jest,it's like this roof has never been cleaned before, he did not mean that literally as she has said she has had it cleaned by us and other companies, he was using that metaphor to explain how dirty the roof was. The customer then said just do $330 work of roof cleaning, which is impossible to do because either the roof would of been only cleaned in spots or not really clean and either out come would result in an unhappy customer. In order not to upset her further with a job that would of not been up to standards,  we let her know we could not go any further with the cleaning at that rate and she was under no obligation to use us and the hour that he spent on the roof she did not owe us any money for. Trust me if the technician could of completed the roof at that price he would of because his hour of labor and his hour travel time to and from her residence was a loss for him as he's not compensated if the work isn't done. We had every intention to do her roof at that rate but the state of her roof was extremely bad and we are the only ones who lost here, the customer is not out anything, she can shop around and see if she can get the roof cleaned cheaper, we lost out on our time, a days work, gas etc, so we definitely wanted to service her and keep her as a customer it was just to much work and impossible to do at that rate, we do apologize for any inconvenience we may of caused.

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