ComplaintsforSuperior SoftWash

• Initial Complaint

  01/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  14 Nov 2023 The SoftWash results of the cleaning of house and roof are exceptionally great! The gentlemen who performed the work were professional and extra nice. BUT after the process all three decks evidenced pervasive very light blotches caused by Superior SoftWash chemicals. On other wood surfaces as well. We had had days of extensive and copious rain and I was informed the wood was so wet it would not absorb the chemicals. Aqua Star, which prepped and stained the decks months before, found no structural or other problems. The decks looked great through two seasons before Superior cleaned the house and roof. Needed resolution to make 4 stars: Superior Administration to finally follow through with agreed upon reimbursement costs for the re-staining of my decks plus supplies and cost of stain. For months I patiently, nicely and with compliments contacted Superior with little responses to address the damage. I am not interested in any communication with them except a check.

  

  Business response

  01/25/2024

  After receiving a call from Mrs. *******, one of the owners went out to inspect the decks with her. Upon inspection, it appeared as though the workmanship from the original stain was less than desirable. Furthermore, the client also stated that the stain job was nearly two years old. So, the deck had endured weathering for nearly two years. Our SoftWash cleaning process does not routinely "strip decks" nor damage deck staining. However; she was thrilled with the results of her home SoftWashing. So, in hopes of keeping Mrs ******* a happy client, Talbot W******, one of the owners, agreed to supplement Mrs *******'s cost to have her deck stained again. We were waiting on Mrs. ******* to get a cost from her painter to restain her deck. There was some delay in getting a total cost of the stain job. In the transition of getting pricing, and reimbursing her to supplement the cost of the stain job, we failed to follow standard company procedure regarding proactive client communication. Upon Receiving this complaint, Talbot W****** handled the process personally and made sure Mrs. ******* was reimbursed promptly. We not only wrote the check immediately, but we overnighted the check to her the same day. We have attached a pic of the tracking number that shows delivery to Mrs. *******. We will use this experience to learn and insure future clients do not have to go through the same waiting process.

   

  Sincerely

  Talbot W****** 

  Customer response

  01/25/2024

  
  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,
  
  ****** *******

• Initial Complaint

  08/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 9, 2022, Superior SoftWash (MHIC #137667) came to my house to perform Softwash services to remove mold from my siding, brick and gutters, sidewalk and house foundation. During the process of performing the work, the company personnel performing the job damaged one of my motion sensor spotlights, rendering it inoperable. I contacted the company representative, Laura, and was verbally informed that I would receive a replacement in kind, or nearly in kind and of equal value. I have since telephoned the company twice more, sent by txt msg to Laura the equivalent motion sensor spotlight made by the same company as my other two lights, and still have not received any replacement motion sensor light. The approximate spotlight value is $90 plus tax. My contract value was $2119.12.

  

  Business response

  09/07/2022

  Business Response /* (1000, 10, 2022/08/30) */ It is unfortunate on our company's end that the client felt it necessary to file a complaint through the BBB. This was a simple thing that was an oversight. We have issued the client a refund in the amount of $96.00. Although this looks like a small matter, Our client care process is something we take great pride in. We have investigated this issue and taken the necessary steps to make sure that out processes are followed in the future alleviating other clients from experiencing the same issue. We will use this situation to train and get better to assure a thing such as this is never an issue again.

• Initial Complaint

  07/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Superior Softwash (SS) sprayed/pressure washed the deck, porch, and back of my house with their proprietary solution on April 29, 2022. I paid thems $1,895 in advance. I hired them because the representative Eric S**** who gave me the estimate told me verbally, and their materials included specific statements, that the SS method was extremely gentle and would not do any damage. SS sent a young "manager" and a trainee to do the work who were careless and sloppy in all regards. They started without talking to my husband or me and were in the process of leaving before we stopped them to point out they had not done all the work in the contract and had left solution covering the screens, windows, and walls of the house. We had to follow them around to make sure they completed the work. The manager nervously said before leaving that the deck surface would be "lighter" when it dried, which I had not been told. After the area completely dried, I saw damage all over the finish of my deck, porch, and furniture in the form of mottled color and bleachy spots. I complained to the company but got no response other than an email from Eric S**** saying someone else would respond. Later, on closer inspection, I also noticed bleachy spots all over the exterior painted walls and moulding next to the deck & told SS about that, too. I reported my deck refinisher's repair estimate or $1,400 and initially sought settlement by a refund of that amount. Later I realized the amount to re-paint the damaged woodwork plus the amount to refinish exceeds the total I paid SS. SS made no attempt to resolve the dispute other than sending a representative to look at the damage, who said nothing and made no follow-up. SS continued to ignore my phone calls or and emails. I disputed the charge with my credit card company and now SS is attempting to re-bill me for the full amount. I would like a full refund and assurances of no further billing. They should stop false claims of no damage.

  

  Business response

  08/16/2022

  Business Response /* (1000, 11, 2022/08/07) */ The client contracted Superior SoftWash to SoftWash their home and several other items--decks, patios, furniture, etc. in April 2022. We completed the work on April 29, 2022. Upon completion, the client paid in full by credit card on the same day, following the service. They did not pay in advance. As an owner, and the founder of the company, I am greatly distressed and disappointed that our service team failed this client. One of our Core Values is Transparent Honesty. It pains me to share the whole truth, but it's how we live. Please read this whole response. Following the service, the client reached out to their salesperson who forwarded their emails to the service department. The person on point for client dissatisfaction ignored the client. The client persisted in trying to talk with someone, leaving several voicemails and sending more emails. They made a reasonable request of refunding 1/2 their money to cover what they considered to be negligent damages. Those voicemails and requests went unanswered. We failed to follow up on the clients claims of damage and dissatisfaction with their experience. We failed to bring this to an acceptable resolution for the client. The client has stated that they were not prepped properly in the sales and scheduling process of the expectations for their stained deck. I have seen the photos of the furniture and home. The results are not what are to be expected when contracting our service. The client has requested a full refund of their paid contractual service. I agree with them and have refunded their money. We regret that we failed this client in delivery of the service, especially with setting proper expectations, but more so in the aftermath. I am also a consumer. When a company disregards my complaints about what I purchased from them, it tells me that I don't matter as a consumer. This is the exact opposite of the truth. We value every client, and we hope too that this client will allow us a redeeming opportunity to demonstrate that this is far from routine for Superior SoftWash. We will SoftWash about 1,700 homes and complete about 110 commercial jobs this year. This stands out as an extreme case of failure for the company. Here is what happened: After our crew finished the work, and the client inspected the results after everything dried, the client began contacting the company with complaints/concerns about the service. We dispatched the Service Manager to their home to inspect. Upon inspection, we found that our SoftWashing cleaning process had worked as remarkably well for this client as for all our clients. The cleaning work was completed in the customary manner. We also found areas (surfaces) with normal wear and UV degradation, but we also found indications of negligence and damages from failure to follow procedures. To clarify: painted surfaces do not last a lifetime. Superior SoftWash does not use paint-stripping products in its cleaning solution. Our clean will routinely leave the home, deck, patio, and other surfaces as clean as can be done. Nothing cleans better, and it leaves the surfaces disinfected so that the clean lasts much longer than the alternatives. However, we left some cleaning solution residue that does breakdown into essentially salt and water, and some inert byproducts. This can cause damage to surfaces, including painted and sealed surfaces, much like if you had sprinkled salt on it and left it. You would expect it to cause problems. The Lead Spray Technician failing to check-in with the client is regrettable, and certainly not our routine procedure. We believe the client when they state that the crew failed to do so. We find it implausible that they would lie about that. However, it is difficult to believe that they were unaware of their presence at their home for 6 hours. The age of the crew is irrelevant. The Lead Spray Technician is in their 3rd full year with the Company and has been a Lead since their 2nd year, after completing the requirements of their apprenticeship. The other technician--the Apprentice Spray Technician--was relatively new, with less than 1 month of experience at the company. This is also irrelevant as no client would want to pay the costs the company would incur if we exclusively trained our technicians for months prior to them being on actual billable jobs. Our apprentices are trained, classroom-style, on two distinct lessons each week. These two lessons are covered thoroughly when we train in the morning--every day we work. And two days per week during the slower winter months. Additionally, they work in the field as the assistant to the Lead Spray Technician. That's where some of the training is done as well. When the Lead Spray Technician checked out with the client, they did the right thing in reminding the client of proper expectations. It is normal, and to be expected, that any stained or painted deck will be cleaner but will release some of the stain from the wood. This is covered several times thru the sales process and scheduling process. We cannot change the laws of science and make 100% of any stain or seal stay in the wood throughout the cleaning process. Any soap, cleaner, or other similar solutions, when applied to the stained deck, will remove some of the stain. Every time. If you don't want this result, then do not clean your deck. Leave the mold and algae on it and less of the stain will wash out with just the rain fall or plain water. It should be noted that pressure washing will remove much more of a stain or seal from the wood. Our SoftWashing cleaning process is the better choice for maintaining a deck between sealing applications. Any claims as to the cleaning solution doing damage to the painted surfaces of the home are unsubstantiated. Our cleaning solutions do not remove paint with good integrity from painted surfaces. UV degradation, often generically referred to as "oxidation", is normal and to be expected. For example, the automobile industry has invested billions of dollars to develop paints and seals that last longer, that hold up longer to the effects of the UV rays from the sun. The paints and sealers used in the home building and remodeling industry are far less developed and do not last as long. This is commonly seen in the powdery colored material easily removed from the home if wiped with your hand. Our SoftWash cleaning process will wash away that powdery, oxidized material when cleaning those surfaces. This is not damage. It's simply cleaning the home thoroughly. The client's home has evidence of the cleaning solution being applied inconsistently and not thoroughly on some surfaces. This resulted in the cleaning of the painted surfaces to be blotchy. While this is not actually us damaging the home, it certainly leaves it unattractive and not in the condition for which the client paid. We regret that we failed to deliver our signature Superior Service Experience to this client. The overwhelming majority of clients have a great experience and call us for additional work when needed. We hope that this client gives us an opportunity to demonstrate that.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  9/29/21 Contracted for roof, house and Window cleaning. Asked if plants would be covered and said no need as Eric licked the cleaning product! 10/08/21 Service done and got information on watering plants. Windows looked smeared and they re washed and said would be fine after rain. they were very nice and seemed professional. I watered plants as per instruction received. 10/09/21 received rating sheet by email. Expressed concerns and gave a 0ne star rating and noted that it came out as 4 stars. 10/11/21 called company as windows still spotted and smeared and plants and grass dying! 10/12/21 Employee came out and poured more fertilizer as called on plants and grass! I was concerned as too much fertilizer can kill! told everything would be fine next spring! 3/16/22 Contacted company with pictures and narrative of concerns. Immediately said they would respond. 4/18/22 Still haven't responded or refunded service fees. Request full refund: Cost of window and house recleaning due to spots and smears: $800, Ground aeration and reseeding: $400, large boxwood, 3 azaleas, and one forsythia replacement(all over 30 years old! Our costs exceed the service! Have pictures of damage and contract which having trouble uploading. Can send by email

  

  Business response

  04/26/2022

  Business Response /* (1000, 5, 2022/04/26) */ The client has some legitimate landscape issues. The owner is meeting ***** in person at the property on 04/27/22 at 12pm to bring a resolution. Talbot W****** Operations Officer Consumer Response /* (2001, 12, 2022/05/07) */ The owner Talbot W****** met with us in person to review the damage after seeing the BBB complaint! He was very pleasant and returned a full refund to us within a day after viewing the damage to our landscaping! We had already had the windows cleaned, but he understood what it took to clean our windows too! We were frustrate that it took the BBB to resolve the issue, but are confident that this will be used as a training experience for Superior Soft Wash and no other customer will face this issue!

*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. ↩