Complaints

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/30, 2023 a team came to clean our windows. 3 guys worked simultaneously on windows at different parts of the house, and I had to move from one to the other. A few days later I discovered that one of the screens on sliding windows, that they removed from the outside and were supposed to replace, was missing. I started calling and emailing 7/10 until they finally sent a crew on Aug. 1 to take a look. The guy who had cleaned these windows said it had no screen, which is a lie. I talked to **** who promised to call me back the very next day, but never did. They also stopped replying to my emails. We not only have a right to have this screen, we also need it, as my correspondence with them (attached) shows.

  Business response

  09/05/2023

  Dear ******************,
  
  I hope this email finds you well. We would like to sincerely apologize for any inconvenience you've experienced in regard to the missing window screen following our window cleaning service on June 30, 2023. We take customer concerns seriously and are committed to addressing this matter promptly.
  
  We appreciate your patience in trying to reach us exposing the missing screen situation. We planned a new visit to your house and on the new visit to your residence on August 1, our crew members who had performed the initial work visited your house and conducted a thorough inspection. Regrettably, they found no screen on the window in question during the time of the initial service or the new visit.
  
  It's important to clarify that there is no benefit or value to either our crew or our office in withholding or failing to replace a window screen. Our intention is always to provide a complete and satisfactory service to our valued customers. Sometimes, screens may inadvertently get placed on the wrong window during the cleaning process. In light of this, we would like to propose a solution to rectify this situation. We can arrange for a skilled crew to revisit your home and transfer a screen from another window to the one you've mentioned. This way, you'll have the screen you need, and we can ensure that everything is in order.
  
  We understand the importance of having a complete service, and we are committed to making it right for you. Please let us know your preferred date and time for this follow-up visit, and we will do our utmost to accommodate your schedule.
  
  Once again, we apologize for any inconvenience this may have caused and appreciate your patience and understanding as we work to resolve this matter. Your satisfaction is of the utmost importance to us, and we look forward to addressing this issue promptly.
  
  Thank you for bringing this matter to our attention, and please feel free to reach out if you have any further questions or concerns.
  
  Sincerely,

  Customer response

  09/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  I am rejecting this response because:

  My response to the business:
  After having ignored my emails, my phone calls, and your own promises to call back, you are now ignoring the CONTENT of my complaint, which is a repeat of what I had told you over the phone and written in my emails to you. I am not going to again state what happened. 
  
  The "solution" you offer is to take a screen from another one of OUR WINDOWS, and use it to replace the missing screen. You're kidding, right? Not only does this mean that the only other such window we have, which happens to be our KITCHEN WINDOW, will have no screen and therefore we'll not be able to air there, it also is like telling a person to whom you owe, say, $100, that you'll return that sum once that person has given you another $100. 
  
  The fact is simple: you owe us a screen for that window. 
  
  We just requested a quote for a replacement screen from *****, and expect to hear back in 7 to 10 business days. Nothing short of you taking full responsibility and covering its cost in full (including installation) will satisfy us.
  
  *****************

  Business response

  09/12/2023

  Dear *****************,

  I regret any previous communication issues and understand your frustration. We're committed to resolving the missing window screen matter.

  We appreciate your request for a ***** quote. Please share it when available, and we'll review it and decide a course of action.

  Thank you for your patience as we work towards a solution.

  Sincerely,

  Customer response

  09/17/2023

  Dear sir/madam,

  Please find attached the quote  we achieved from ***** for the missing window screen. The quote is for $298. Note that the quote does not include shipping (as the ***** office is local) and installation.

  I am responding for my wife *****************, since she is on travel for a family medical emergency.
  

  Sincerely,

  ********************* (*********'s husband)
  

  Business response

  09/20/2023

  Payment of $298.61 will be sent via mail to the address on record.

  Customer response

  09/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  We are looking forward to receiving, without further delay, your check for the missing screen. Hopefully we can install the screen ourselves (a large screen on a large window on the third floor). Will let you know if we need your team to do the installation. 
  
  Sincerely,
  
  *****************
  

  Customer response

  12/04/2023

  From: ********* ********* <**********@*****.com>
  Date: Sun, Dec 3, 2023 at 9:14 AM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  Cc: E. & R. Residential Services Inc. <[email protected]>, E. & R. Services Inc <[email protected]>, *** ******* <********@*****.com>
  
  Hello,
  
  While I realize that this case is no longer active, I wanted to update you that it has been resolved. 
  
  The reason it has taken so long is the fact that after receiving the check from E&R, it took ***** several weeks to make and send the replacement screen, which, because of its size was special order. My husband and I managed to install the screen ourselves. 
  
  We certainly wish we didn't have to go through many weeks of back-and-forth with E&R, but now that it's been resolved, wanted to set the record straight. 
  
  We do appreciate BBB's help. 
  
  Sincerely,
  ********* *******

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had previously used E&R Services, Inc. 2-3 years ago to wash my house windows. At that time, I used a coupon sent to me from this business. Recently, the company sent me the same coupon. I called and booked August 7, 2023 for window washing. I followed up with an email detailing each window I wanted washed, the different components (i.e., double hung window $6; storm window $3; screen $1, window sill $1) and the price per window. There were 49 windows/doors in total. The company replied and said the final price would be determined on site and coupon noted. August 7, 2023 the crew came out to house and said they would charge $9 per window and would not honor coupon price. Despite in person conversations and telephone calls, the company would not honor coupon. I posted a review on ****** and they replied that I wanted storm windows done and that is $9 per window, not $6 per window. On the telephone, they said that double hung windows were excluded from the coupon. The coupon states on top "Window Washing $6 inside and out. Min 15 windows-See addition options in coupon! " The coupon states on right side "Window Cleaning inside and outside $6 Reg. $10 with storm windows extra $3 each, screens and sills add $1 each. Min 15 windows. Cleaning refers to glass only. Bay & bow windows, sliding doors & french doors are additional." I want them to honor their coupon and wash my windows! I sent them a detailed itemization of each window. They should review it beforehand and let me know if there are any problems BEFORE they come out. Deceptive advertising--BAIT AND SWITCH!

  Business response

  08/10/2023

  The following email was sent to ** ********************************* on aug-10-2023 at 9:56 am, before receiving this BBB notification.

  Dear ********************,
  
  I hope this message finds you well. I am writing to address the concerns you have raised regarding the pricing for the cleaning of storm windows at your home. I would like to provide you with a comprehensive clarification of the matter based on our interactions and established service policies.
  
  Throughout various conversations, both with our agents and personally, it has been consistently conveyed that the coupon price you mentioned pertains to standard windows. Our crew, upon visiting your residence, confirmed that your property is equipped with storm windows. As you may be are aware, storm windows are subject to a different pricing structure, starting at $9.00 per window and varying according to window size. Additional charges apply for window sills and screens. The specific pricing breakdown communicated by our crew for your storm windows is as follows: $12.00 per storm window cleaning charge, $1.00 sill cleaning charge, and $1.00 screen cleaning charge, totaling $14.00 per window.
  
  To reiterate our service policies:
  1. Estimates are not provided over the phone or email. We furnish initial pricing information and emphasize that the final pricing will be determined by our crew on-site.
  2. Our on-site crews are responsible for furnishing the homeowner with final pricing details, including unit prices and the overall cost. They perform a thorough count of all windows and other designated areas for cleaning, in collaboration with the homeowner. And wait for approval to start the service.
  
  On the occasion of the crew's visit to your property, it was duly communicated to you the pricing structure for storm windows would apply. Regrettably, this proposal did not meet your approval, and consequently, no service was made and no charges or invoices were issued to you.
  
  I would also like to extend our appreciation for your feedback on our social media platforms. We value the insights of our customers and are dedicated to addressing their concerns. I can confirm that we have responded to your reviews in accordance with our commitment to transparent communication and customer satisfaction, and with the same information provided in this email. If you have any further inquiries or require additional clarification, please do not hesitate to reach out to me directly at this email. We sincerely value your business and appreciate the opportunity to address your concerns.
  
  Thank you for your understanding and cooperation.
  
  Best regards,
  
  ****
  E&R Services

  Customer response

  08/11/2023

  The company and I have reached a settlement of this matter. You can dismiss my complaint.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** our services came to my house last week. Within a week I noticed not all my windows were cleaned, some are not cleaned that well, and one window was broken. And I will not take responsibility for any of it. They told me have a good day.

  Business response

  10/13/2022

  Good Morning, the client had requested window cleaning services which was scheduled for Sept 14, 2022. On Sept 20, 2022 she contacted us saying the crew had not cleaned 3 small windows on the top of her door. To resolve the issue we sent the crew back to her property to reclean the windows on Sept 29,2022.Then on the 23rd of September, the client contacted us saying we had broken her window. She sent us some pictures of a plastic portion from the frame of the window. We only take responsibility from any damages done to the glass, that is the main surface that our crews clean. This piece of plastic the client is mentioning could have been broken prior to our arrival and there is really no way to tell if it was caused by our crews. As such we cannot perform any repairs to her window. 

  Customer response

  10/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: They know they broke the window.  They said since I called them one week after to let them know they are not responsible.  Not true!
  
  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. ↩