ComplaintsforPerfect Power Wash, LLC

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was placed in a program within the company without my knowledge when I disagreed with the situation and canceled it they charge me a cancellation fee for something I knew nothing about they charge my credit card without my knowledge or my approval saying that I should’ve canceled the program earlier how can I cancel something that I knew nothing about they did a poor job I called them and told them they did a poor job and I didn’t want to do business with them anymore one year later they charge me a cancellation fee see the attached document.

  

  Business response

  07/17/2024

  While we do maintain that the cancelation fee was processed appropriately in accordance with our annual membership program, in order to come to a timely resolution we will refund the cancelation fee and consider this challenge resolved. 

  Customer response

  07/17/2024

  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.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2023, I hired PPW to power wash my home and detached garage after talking to their sales rep named Kelvon on the phone about their services. When the technician, ******* ******, came out to perform the services, he told me that it would be cheaper to get on their annual plan. All of this is taking place outside in my yard. He asked me to sign their "contract" on his very small screen, which I did. The document is not even dated. At no point did either ****** or ******* say anything about being charged a 25% fee if the customer doesn't contact the company prior to March 16. When PPW reached out to me, in May, I promptly told them that I would not be using them this year. They then sent me an invoice for $187.50. On June 24, I called and spoke with ***** ******, an Annual Acct. Mngr., and let him know that I did not think that they should charge me for services not rendered. He said I was contracted to pay the fee. I told him that I was going to look into the legality of undated, signed contract, and asked him for time in which to do so. He asked me how long, and I requested 30 days, to which he agreed. On July 9, the charge for the 25% went thru my credit card account. When I saw this, on July 11, I immediately called and again spoke to ***** ******. Who basically said he had no recollection of that conversation, and specifically stated that he did not recall agreeing to the time I requested to have this document looked at by an atty. The only reason this company had my credit card information is because that is how I paid for the services in 2023. That can't be legal to make an unauthorized charge for a disputed claim.

  

  Business response

  07/17/2024

  While we do maintain that the cancelation fee was processed appropriately in accordance with our annual membership program, in order to come to a timely resolution we will refund the cancelation fee and consider this challenge resolved. 

  Customer response

  07/17/2024

  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. I would expect to see this transaction on my account stmt within the next 14 business days. Thank you very much.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Perfect Power Wash damaged my deck and concrete patio. They did more harm than good. The original billing was $480, which they charged from a credit card that they had on file from a previous job. I contacted them and they sent out a representative and gave me a $100 credit. The representative acknowledged the problem and stated that the technician had since been fired. The technician evidently had the pressure setting set too high, which stripped the finish off of my deck and went too deep into my painted concrete patio. I am now stuck with refinishing the wooden deck and repainting my concrete patio. I am requesting a full refund so that I can apply those dollars to correct the damages. Their website states that they offer a 100% satisfaction guarantee. I am far from satisfied and I would like them to live up to their commitment of a 100% satisfaction guarantee.

  

  Business response

  07/17/2024

  We have already looked into this situation extensively and believe we need to clarify some information. We did have a ** out to look at the property to get a proper understanding of the challenge. The service this customer had on their work order was to just wash the concrete back patio. There was no deck wash on the work order and so we do not believe we had any part of the unusual markings that were present on the decking. The markings, according to the ** who had been on site to take a look, were hard to explain because they did not match up with the manner in which we wash decking and there would have been no reason for one of our technicians to perform a service that was not on the work order to wash. Upon completion of that visit to assess, and further investigation of pictures that were taken by our ** who had been on-site, it was determined by us that the markings were not fresh and appeared to have some age to them as there was mold growing over the markings in various areas and the markings were sun bleached also, indicating that they were not recent and had been exposed to the sun for some time. Additionally, to touch on the painted concrete our process utilizes a soft wash process that would not have removed paint from the surface of the concrete unless it was already fading which is very apparent in the pictures that we were sent by the customer. Overall, we believe this challenge to be a misunderstanding on the customer's part and the $100 credit would be the best resolution we could offer given our investigation. Thank you for your understanding. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  2 years ago we had our Deck and siding done by perfect power wash. My wife signed the final bill and the left the the property. The Called a year later stating we we under contract for one more cleaning I stated we we not under a contract. However I had my patio cleaned. This year the harassment started again. I told them there was not contract. And that I did not want anymore of there services. I was told the contract that does not exist would make me liable for a $75 dollar fee. This seems to be a recurring theme with this company.. I cancelled and told them I should not be seeing. This sounds like a scam on their part.

  

  Business response

  07/17/2024

  We have already waived this cancelation fee to reach a timely resolution to this challenge and consider this to be resolved. 

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for a full service and agreed upon home power washing service. The technician showed up without notice on a Monday morning asking me to remove all porch furniture. He was polite and friendly but because I had not planned on service that day I had to leave for approximately 90 minutes. Upon my return the technician was gone and numerous portions of my home were still covered in grime and mold. I called the provider that day and the two days after and was transferred to voicemail, none of which were returned. I was also told I would not be billed until the job was completed at my satisfaction and the payment was processed in full without my approval. I have still yet to hear from anyone at PPW regarding resolution but I am certainly not 100 percent satisfied. I have also emailed my complaint with pictures.

  

  Business response

  07/08/2024

  We have set up a revisit for a senior technician to revisit the property to address the missed areas and improve on everything that we can, to be able to bring this work up to our standards as well as the customer's.

  Customer response

  07/16/2024

   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.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are reporting this to the Better Business Bureau so it will be an alert to others who might want to use their services. This is the way our job request went: 1. Called and asked for a quote on washing our house, driveway and the landscaping walls in the back of our house. 2. Was told the amount would be $519.80 and never received any other price adjustment. 3. A worker showed up and washed the house and then the walls. A storm came up and he said he could not complete the job but would try to be back the next day to do the driveway. He gave us a bill for the $519.80 which we paid by check. 4. Several days later another worker showed up and cleaned our driveway. He never asked for any other payment and did not leave a bill to be paid 5. More than two months passed, and we began to get text messages saying we owed $491.62 for both the driveway and the retaining walls. Why did they wait so long to say we owed this new amount? The text messages sometimes said it was Perfect Car Washing we owed money to. 6. We thought this was a scam since we had already paid by check on May 2, 2024 and thought that was for the entire job described above. 7. We feel this has been a bait and switch – they tell us one price, complete the job and then instruct us that we owe more. 8. We are retired and would never have agreed to pay 1,011.42 for this work. We have cleaned our walls and driveway ourselves over the years using our own power washer. 9. We also were told via text message that their company attempted to use our credit card which they thought they had on record without even getting our permission to do so. We did not think that would have been legal. Our card had been cancelled because of an unauthorized charge so that did not go through.

  

  Business response

  07/03/2024

  We have looked into this situation extensively and we would like to clarify some information regarding this matter. After listening to the sales call pertaining to this service our sales rep clearly explained to the customer that we would just be charging them for the house wash and that we would do an on site quote for the retaining wall and any other additional work that the customer might want to get done. The pricing was clearly presented and agreed to by the customer and we have that on a recorded line to verify. While on-site our technician performing the service spoke with the customers and added on the retaining wall and drive way for an additional cost. This pricing was also clearly presented and agreed to by the customer and we have a signature on the on-site quote from the customer as well which we have attached to this complaint for review along with a copy of the original work order which states that the retaining walls and other additional work will be quoted on site and are not a part of the original estimate. We apologize for any confusion but we are confident that our process was performed properly from the sales call all the way to the completion of the service. Thank you for your understanding. 

  Customer response

  07/10/2024

   I am rejecting this response because:
  
  You received information from them stating they had signed contracts for all the work to be done.  However, if you look at the documents they attached, you will see that there is only the one quote for $519.80 which we paid.  Also, note there is no signature on the contract; that was done over the phone.  They provide no further documentation, and my husband and I did not sign any other documents.

  Thank you for your assistance in this matter.

  ******* *******

  

  Business response

  07/17/2024

  We stand by our original assessment of the situation. We do not need a signature on the original work order as we have a confirmation on a recorded phone line of the customer agreeing to the price and the scope of the services. The second document is the on-site quote that was added on to the service when the technician was on-site. This on-site quote does require a signature according to our process and we do have that, as previously stated, to confirm. We maintain that all processes have been performed to the best of our ability and do not believe any further action is warranted. Thank you for your understanding. 

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  The problem with this complaint is that my husband did not understand that he was being presented with a separate bill for the walls and driveway and he thought he was signing a document for the entire work.  Apparently, it wasn't explained that this was a separate charge.  When we need this work done in the future, we will select a different power washing company and hope the explanations of work to be done will be made clear.

  ****** and ******* *******

• Initial Complaint

  06/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We repeatedly told them we did not sign up for a membership renewal and they told us the membership was cancelled. Today they charged us $95 without authorization. They have not provided service in two years.

  

  Business response

  07/01/2024

  While we maintain that the cancelation fee the customer was charged was done so in accordance with our annual membership program, which states that if you do not cancel before March 16th of that calendar year, a 25% cancelation fee is charged, we will refund the cancelation fee to bring this challenge to a timely resolution. Thank you for your understanding. 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Perfect Power Wash clan my house, deck and sidewalks on May 14th. The young man who did the work used the wrong solution on my composite deck and caused large bleached out spots all over the deck. I contacted the local customer service that evening and sent the photos they asked for. It took over a week and several more calls from me to get them to send someone to look at the deck. He was just another cleaning tech who tried to scrub off the bleached spots. He left without providing any resolution. Again, it took almost 2 weeks and multiple phone calls until they sent someone who had some authority to look at the deck. ***** ******** and another gentleman came out on June 7th. ***** examined the damaged deck, when I described the overpowering smell of bleach that lasted several days and even thru a rainstorm the evening the initial cleaning took place, he surmised that the cleaning tech most likely used the wrong cleaning solution. He thought he used the solution that is used only on roofing that contains a much stronger concentration of algicide. He took several pictures and said that he would write up a report and include the pictures and I would hear from someone about how they would repair the damage. That was now 2 weeks ago. I called twice since then and left voicemails with customer service and no one seems to ever answer the phone. I called back today and *** in customer service finally picked the phone. All they have offered to do is refund the $500 I paid for the cleaning of the deck. It is going to cost me a few thousand dollars to replace the composite floorboards. And to top it all off, they had the nerve to charge my credit card for the service AFTER I filed a complaint. I am already disputing that charge with my bank.

  

  Business response

  06/26/2024

  We apologize for any inconvenience and understand the frustration but we did have people out to look at the customer's deck two separate times. One of those visits involved our GM in the area and it was determined by him that our process was not the cause of the concern but rather a mat that had been sitting on the deck and that is what had caused the discoloration on his decking. If it where an issue with the soap that we use then we would have been able to remedy it with our process. However upon investigating the scenario in depth and putting some effort in to try and removed the unusual markings, it is clear that our process did not cause this concern but rather unveiled a pre-existing issue that our cleaning of the decking may have made more prominent due to the surrounding areas being clean now, but certainly did not cause. We then offered to take the cost of washing the decking off of his bill as a show of good faith but that was declined by the customer. Perfect Power Wash has done everything we can to remedy the situation and we believe this concern to be resolved to the best of our ability. 

  Customer response

  06/26/2024

   I am rejecting this response because it is in direct conflict with what ******* ******** said to me when he examined the bleaching on the deck on June 7th.  He felt that the technician used the cleaning solution that should only be used on a roof.   If they refuse to accept any blame, then they can refund me the entire amount and I will pay to replace it myself.  

  
  

  

  Business response

  06/26/2024

  As previously explained our GM who was involved has the final word and that is the judgement that we believe to be correct none of our service have the ability to cause permanent damage such as the customer describes. We did already offer a complete refund of the deck wash as a courtesy but again, that was declined by the customer. We are willing to still honor that resolution but again, since the concern is solely with the deck wash that would only be a refund for the deck which was $****** and we would not be able to offer anything additional. Thank you for your understanding. 

  Customer response

  07/01/2024

   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.

  I will remove the dispute on their initial charge to my account once they have credited back the $***.  

   

  ******* ****

  Customer response

  07/03/2024

  I accepted their offer of $*** back, but I have not received any indication as to when that will take place.

   

  **** ****

  

  Business response

  07/08/2024

  This refund has been processed as of 7/5/24 and should be back to the customer's account within the next few business days, dependent on the bank.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last month Perfect Power Wash cleaned my driveway, patio and sidewalks. When I got home that evening I immediately noticed that they damaged my driveway. I called them the next morning to report the damage. They asked me to email a photo of the damage which I did. After a couple days of not hearing from anyone I contacted customer service and was told they would give me a 10% credit. I explained that was unacceptable as that would not come close to covering the damage. They connected me with the customer service manager named **** who told me "there's no way our process could of damaged your drive and the only resolution is a 10% credit". I asked him if I could talk to the owner or higher up. He said no and that he makes the final decisions. I've called back multiple times to speak with someone else and they tell me someone will get back to me but they never do.

  

  Business response

  06/17/2024

  We have investigated this concern to the fullest extent possible and we are confident that we did not cause damage to the customer's concrete. Our process does not poses the pressure necessary to do damage to concrete surfaces such as the customer is describing and we have built our process from the ground up with safety in mind. We understand that this must be frustrating but this is very clearly an underlying situation that was made more visible by our cleaning process and nothing more. We thank you for your understanding and consider this challenge to be resolved to the best of our ability.  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used perfect power wash for other jobs before but when I had them clean my roof I did not think it was a good job. I called twice and left messages asking them to return my call to no avail. My reference no. Is *********. I paid $386.25 on my creditcard. Thank you.

  

  Business response

  06/06/2024

  We have spoken to the customer and have come to a resolution to this challenge. We will be returning to the property to ensure quality. 

*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. ↩