Complaints

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 12, 2022, Wicked Clean out of *******, ************* was hired to clean the exterior windows of our new home. Once their work was done we noticed multiple scratches on our brand new front door windows (sidelights and transom windows) AND a portion of our basement flooded based on improperly connecting their hoses to a spigot directly above the flooded area (my husband saw firsthand flooding of the planting bed and window well where they improperly connected their hoses. When we contacted Wicked Clean about these issues they first sent two technicians out on October 16, 2022 to access the damage - the 2 men from the company verbally agreed that there were multiple scratches on each of our 15 front door windows. When I emailed **************** to see what next steps they would take to rectify the situation, they completely denied responsibility and were horribly disrespectful. We now are looking at multiple thousands of dollars in damage because of this company's horrible work.

  Business response

  10/29/2022

   

   

   

   

  To whom it may concern:
  
  To whom it may concern:
  
  
  We were contracted by *************************** of ********* Hills to wash the exterior of her windows with our water fed pole system which uses a non abasive nylon brush. ****** also opted for the service that explicitly states there is no scraping of any kind included. 
  
  
  Upon arrival our ******* (******* and **** both part of our management and leadership teams and have been with the company for over 4 years) met with ****** and her husband who informed them they had construction done and some new windows installed recently. Which includes the sidelights and transoms. Shortly after ****** and her husband left before ******* and **** finished the service.
  
  
  Our team was not informed by the homeowners about any concerns about the water  pole system nor did the crew notice any problems or leakage from the spigot we used to hook our water fed pole system up to. The reason why I mention this is because if they did in fact hook a hose up to the spigot wrong without the proper water pressure filtering through our system we could not wash the windows - there would be air gaps which the guys keep a close eye on.
  
  
  Outside only window cleanings do not include a walkthrough and because the homeowners were not home or available once the service was complete the team left. The service took approx 45 minutes.
  
  
  We were surprised to find out the next morning there were upwards of 50 scratches  on windows so we sent our ******* to investigate. 
  Upon arrival he did notice scratches but not only on the outside but also on the inside of the *********************** is most adamant about. You can clearly tell in the photos she attached there are scratches both inside and outside. How did we do that if we only washed the outside? 
  
  
  I - personally have been in the window cleaning industry for ****************************************** the new window stickers before we were contracted someone used a rusted painters tool, ***** razor blade or fine grade sandpaper to make the scratches on the pictured panes. Ive seen it a million times. None of those items were issued to the crew or in our possession for the job as it was not part of the work order. 
  
  
  In none of our responses were we horribly disrespectful. We answered in matter of fact terms when she accused us of scratching her windows and do not accept responsibility for pre existing scratches. She has threatened to slander our company but wouldnt answer who did the construction cleaning on the new windows - only stating a reputable contractor. To which I responded we are as well - except we know how scratched glass actually happens and its not with a nylon brush and water. 
  
  
  She has threatened legal action - I am part of an organization of 400+ professional window cleaners who will all vouch for every word Im saying as to how scratched glass happens and how impossible her claims are with the equipment used on the job. 
  

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