Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used Prime Time Gutter Cleaning for about 4 years. Ive always been quoted for a two story gutter cleaning. Recently, I made an appointment on November 2, 2024 for gutter cleaning on November 30, 2024 and received an invoice in the amount of $212.00, which is consistent with what Ive been paying for the past few years. The technician did not come on November 30, 2024 and didnt notify me that they would not be coming. After calling the office, they said they would send someone out the same day. When the technician arrived, he stated the price would be $325.00, although my invoice stated $212.00. He stated the reason was the invoice they sent was not calculated correctly. I called the office and the manager ********* ******** stated they would not honor my invoice or the price Ive been paying for four years as they made a mistake for the past four years in the invoice. When told this was unfair to me as the client, she stated she could charge $250.00, which is still not the price quoted on the written invoice. I was never notified about any incorrect pricing or changes until December 2, 2024, which is the day they came to do the service.

  

  Business Response

  Date: 01/17/2025

  Dear Ms. **************** you for allowing us the opportunity to address your concerns regarding the gutter cleaning service we provided. We strive to ensure every customer feels satisfied with our work and the resolution of any concerns they may have.
  We apologize for the delay in reaching out, as it is currently our off-season, and our response times may be longer than usual. We appreciate your patience and understanding.
  We understand that the pricing adjustment and the complexity of your propertys gutter cleaning were points of contention. Despite the challenges involved, we were committed to finding a resolution that worked for you and agreed to complete the service at the price you felt was fair, as part of our mutual agreement to resolve the situation.
  Our team worked diligently to clean your gutters thoroughly, utilizing specialized equipment to ensure the highest standard of service. We also provided before-and-after photos as evidence of the quality and care put into the work.
  We kindly remind you of the agreement made to remove your complaint upon completion of the service. Upholding such commitments helps ensure positive and trusting relationships between us and our valued customers.
  If there is any way we can assist in facilitating the removal of the complaint or if there are additional steps youd like us to take to resolve your concerns further, please do not hesitate to reach out. Our goal remains to deliver exceptional service and maintain open, respectful communication with all our clients.
  Thank you for your attention, and we hope to resolve this matter amicably.
  Kindest regards,
  ******* ****
  Prime Time Window Cleaning, Inc.

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Prime Time Windows continues to call me even though I have told them 4 times that I moved out of ******** over 3 years ago and to remove my contact information. Each time they say they have removed me from their call list but today I received another call.

  

  Business Response

  Date: 05/22/2024

  We removed this customers inforamtion from our system.  Not sure why they would be getting a call from us.  

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21589566
  
  I am rejecting this response because every time I have called them back they say I've been removed from their list but that has been going on for 3 years so I do not trust it is true. :
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/21/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 20, **** - Made an appointment for gutter cleaning for this date. Explained I would not be home until around noon. Appointment was scheduled for between 12:00 and 2:00pm. I left home around 9:30am and arrived back at exactly 11:40am. The crew had already been there although no notice, etc was left at my door nor anywhere else. Later that day I received an email stating an invoice was attached - but there was no attachment. It also said my credit card had been charged for $247.20. I did not authorize that payment nor was I asked at the time I made the appointment. I expected to be home to make payment. I did not expect my credit card to be charged without my permission. This charge was also almost $100 more than I was charged for the same service last year. When I complained I was told "extra" services had been performed. Again, I was not there to approve that. I should also note that the "invoice" email was received at 11:52am. After I called to complain and ask for an explanation - about 1:00pm - I then received another email from Primetime - time stamped 4:09pm - confirming an appointment for between 8:00am and 10:00am. Apparently they are trying to cover their behinds by confirming an fraudulent appointment five hours after it had already taken place. I did not approve this extra service, I did not authorize them to charge my credit card, I was not present to observe and approve the service. I have entered a dispute with my credit card company and will not authorize any payment until this is resolved. I consider using a credit card without permission or authorization a criminal act. If I have to I will file a police report.

• Initial Complaint

  Date:12/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October, I contacted this company for gutter cleaning. Two issues arose: firstly, the scheduled service was disrupted by weather, with no notice of the technician's absence. Despite not rescheduling, they set new dates without permission. Secondly, they invoiced me for an uncompleted service, and my attempts to communicate this remain unresolved through email and calls.

• Initial Complaint

  Date:06/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Incomplete job after 5 scheduled attempts. After additional effort made to get management on the phone to discuss price adjustment re: incomplete job and request for call back to resolve the issue, no response given but continue to receive invoices with incorrect amount. Seeking price adjustment as 9 windows were eliminated from initial job, and few window ***** were wiped by hand, however the final bill is much more than what was initially quoted and less service was rendered. Had also requested additional services (screen cleaning, external sill cleaning) during an appointment scheduled 6/3 to correct what was originally missed, but decided against it after the company did not show up during the discussed window and has only been able to keep their scheduled appointment time in 1 of 5 appointments which were scheduled. I no longer seek a correction as Im not interested in working with them, solely a price adjustment. *Note, at one point the window cleaner ******* phoned me saying he was 20 minutes away, can I come now, on an unscheduled date/time to correct the missed windows, however I have small children and this would have interrupted our evening as he had missed several windows within the childrens bedrooms, and there was already an appt scheduled for the next morning (which was not kept).

  

  Business Response

  Date: 06/28/2023

  To whom it may concern,
  The pictures ************** sent were of her window tracks which were not included in the requested work order.
  We would have been more than happy to clean the tracks for an additional charge as it takes more time.
  We tried to go back numerous time to address ****************** concerns and to see which windows were supposedly missed she declined.
  We finally got in contact with ************** and we refunded her $60 as a courtesy.  Hopefully this resolves her concerns and we can move on and close out this complaint.

   

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Set up appointment for house window Cleaning. This company cleaned windows For wrong house address. This company Called me or texted me for payment At least 5 times. I clearly stated they Cleaned windows on WRONG HOME. Told them to please leave me alone!!I just received another text from them On 4/07/23. Again asking them not To contact me after 8 months since initial Contact. Once they get your phone number Or email. You will learn very quickly what The definition of a stalker. No means No.

  

  Business Response

  Date: 05/04/2023

  ****************** set up an appointment with us for exterior window cleaning.  He gave us the wrong address and our technicians went to the wrong house and cleaned the exterior windows for another customer.  When we called ****************** to explain what happened he started screaming and hung up on **.  Since then he has been on our normal e-mail distribution list which he can simply unsubscribe at anytime. 

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested an estimate for window cleaning. A rep came out on 3/15. The est was higher than expected & I told the rep I would get back to them. Rep complained that he had driven "all the way out" to me (I am within their regular service area) and he had planned to start right then. When I told him no, he left. Thus began a series of Thumbtack inbox msgs, *************** When I asked not to be contacted again and was, I left a bad review. The owner phoned me and for 22 minutes (documented) tried to negotiate, wheedle, badmouth other window services, belittle & badger me into changing my review. I finally agreed to just take it down, but Thumbtack only allows revisions, not removals. Then he sent me this: "Would it be a crazy request to leave a 5 star review saying that it was a miscommunication and the owner called you personally to clarify and make things right?" I told him it was not only crazy, but also unethical and dishonest. He has since sent me several more emails demanding I remove the review including instructions from Thumbtack on how to do so, AFTER I told him again to stop contacting me. He learned I am recently widowed, and of course now he has my address & as he cannot stop harrassing me, I am fearful that he may come to my home.

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19623980
  
  I am rejecting this response because: I literally had to go to the police to get ********* to stop calling and texting and harrassing me. He phoned me SEVEN times in under 15 minutes after I posted my complaint here. The last text message he sent (attached) sounded very threatening. If he believes I am slandering him, I invite him to get his "proof" together and take me to court. I regret deeply that I did not read the MANY MANY bad reviews this company had already received. Why do they still have an A rating with the BBB?
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19623980
  
  I am rejecting this response because: it is packed with lies. The only true thing in this response is that I mentioned I was widowed - in DECEMBER of 2022, months before I called this company. But taking advantage of widows seems right up this company's alley. Reminder: I had to contact the police to get ********* to stop contacting me. *** **** does not have any insight as to the state of the cleanliness in my house, as HE was never at my house, and his rep was not permitted inside. I will not dignify that stupid comment further except to say that I have had a weekly housekeeping service since 1999.
  

  The BBB has copies of the harrassing texts, emails, and Thumbtack responses that were sent to me, and can look at other reviews of this company. At this point the only response I will accept is a *sincere* apology in which ************ apologizes for his conduct, the conduct of his whiny rep who had a tantrum about my not accepting his much-inflated estimate, and an apology for his untrue and catty comments about me as a person.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is not a money issue. It's a contact issue.I hired this company through Thumbtack, set up an appointment. The tech never showed. I had to call them to find out he would be at ******* minutes after the appointment window. I decided to cancel the appointment and not reschedule.Since then, I was called by the tech (with a story I didn't believe), the office, the owner. I asked not to be contacted. More calls, messages, e-mails, texts. I couldn't get Thumbtack to do anything except block them from my feed. Each contact I said 'do not contact me', 'put me on your do-not-call list', 'I had the job done already', They continued. I had to block them on the phone. I had to block them on my text. I had to send their e-mails to the spam folder.I got another e-mail this morning. I now consider this harassment. And apparently, this is an on-going problem with them. I don't want them to contact me in any way shape or form - EVER AGAIN

  

  Business Response

  Date: 09/19/2022

  We will not contact this customer anymore.  

  Customer Answer

  Date: 09/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 10/20/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  

  I filed this complaint (#********) on 9/7/2022 about Prime Time Window and Gutter Cleaning constantly calling, e-mailing, texting, and messaging me despite multiple requests to stop. 

  It was closed on 9/19/2022 when the business said "We will not contact this customer anymore. " 

  Within an hour of my accepting this resolution and the complaint being closed, the company called me. I also received another e-mail.

  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 17927807
  
  I am rejecting this response because:  They were NOT 5 minutes late, or did I slam the door in their face.  Can't slam the door in someone's face if they're not there.  I had to call them 20 minutes AFTER their time frame, at which point they were another ***** minutes out.  I decided not to go ahead with the appointment. 

  I told them this several times.  When I first called, when the tech called, when the office called, when the office called again, when I got the messages through Thumbtack, when I got texts, when I got the e-mails. And I kept telling them to put me on their DO NOT CALL list, no emails, not contact, no NOTHING.

  After the first BBB complaint was closed, they called within 15 minutes of it closing.  And how did it close?  They said they wouldn't contact me again. When the second was closed, I got a call within an hour of it closing.  I recently received two calls - one Oct 31 and the next on Nov 1.  Even though they're blocked on both phone lines, the Caller ID still identifies them.

  And now they're lying about how the first appointment went, plus lying about their unsubscribe.

  No, I DO NOT accept their lies nor their response.
  

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted this this company on June 17, 2022. The look up my house on the internet to see how many windows I had. This company gave me a price of ******. When they came to my house they change the price to ******, which included the sky lights. Prime time never said that they charge a extra fee for doing high windows on the inside. When they came to give service the second time on June 28, 2022, it was a overcast day and they came around 3:30 pm. After they finished, I notice the next day in the morning when the sun was out, that they did a poor job of window washing. The windows has streak marks in all the corners and on some of the windows had streaks. Also they didn't do the skylights, and the tech said in wasn't in the contract, only to find out that it was. They also they missed doing the outside top bathroom window. I made a called to the office to complain about all that was not done and was told the boss was on vacation till July 5th or 6th and I ask that a supervisor come out to take a look, only to be told that wasn't possible, they could sent only to clean. I was then harassed by one of the employees that kept call back to back for a 30 min on July 5th 2022. I ask again to have a supervisor to come out, and was told no. Then on July 18, 2022 I was called a harassed and text by the owner some 20 days after the job was done and 13 days after I asked for a supervisor to come out and expect the incomplete job that was done, all after I stop payment on my check. The owner went as far to keep texting and calling me, to say some one will be buy to do windows and to receive payment. I told him I have not agreed or authorize his company to be on my property. I stated to the owner I will call the police for unauthorize trespassing. He went a head to send me several text messages stated that someone would be at my house to clean my windows between 8am & 10an on July 19, 2022. All this is a blatant disregard to my wishes and harassment, throughout the day of 7/18

  

  Business Response

  Date: 08/09/2022

  This customer cancelled the check after our guys washed 40+ of his windows inside / outside. We tried to contact him multiple times and he avoids our calls.  He is clearly a scam artist.  We sent this customer to collections. 

• Initial Complaint

  Date:07/13/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are refuse to remove me from their robocall list. I am receiving call regularly