ComplaintsforPerfect Power Wash, LLC

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company provided us with washing service initially on 6.12.23. We were given an invoice that included a charge for the amount of service but did not indicate on that invoice that we had also paid for and/or joined the ‘membership’ program. There is a tagline at the top of the invoice that reads ‘Don't forget to ask us about our Annual Maintenance Plan!’ The original invoice #is *********. Over the last month (primarily in July 2024), we have received multiple phone calls and texts to schedule an additional service. We attempted to respond multiple times by phone to the company that we were not interested at this time, and approximately 5 attempted phone calls resulted in being connected to a recording and not an actual person. When we finally reached a representative, they told us that we had signed up for a membership, and that we only had until this past March of 2024 to cancel, otherwise our only options were to pay for and receive the roof/siding power wash service again at its regular price or be charged a cancellation fee of $105. As of today, we have received three additional emails. One indicates that a technician will be here within 7 days to service the house. A second email includes an invoice (#*********) for a $105 cancellation fee which is dated yesterday and indicates a due date of today, 8.8.24. A third email provides an electronic link to pay the $105. Regardless of our request to dissolve any business with this company, we are being charged for services not rendered and were told that we had no other option because we didn’t notify them over 4 months ago and had no knowledge of. We are extremely concerned now that a technician will show based on the email received this morning and we will be pressured into paying for a full service as the email states “you don’t need to be home for the service.” This is cause for additional concern that we will be pressed into paying even more for a service that we do not want or need at this time.

  

  Business response

  08/16/2024

  Perfect Power Wash maintains that the cancelation fee was applied to the customer in accordance with our annual membership program that clearly states the cancelation cut off date of March 16th when the customer signs up for the program. The program is free to sign up and is meant as a way to help the customer save money over time. The only requirement of the program is that if the customer wants to change or cancel their membership we ask them to do so before March 16th or a small 25% cancelation fee is assessed. The membership for this customer has been confirmed canceled though, and we can also clarify that no other work will be done at the customer's property moving forward unless they request it from us. 

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subject: Unfulfilled Money Back Guarantee ************************* Owner, Perfect Power Wash ****,It's not every day I need to address a matter of this nature, but your company's failure to honor its own guarantees requires immediate attention. Allow me to walk you through the sequence of events that led to my dissatisfaction:My neighborhood is dotted with Perfect Power Wash signs, so I decided to enlist your services. My primary concern was the gutters; I made this abundantly clear to your customer service representative when I called for a quote. Instead, I was told a whole house wash was necessary, and I was quoted $856.58, a charge which my card reflects.Upon returning home after the wash, it was evident the gutters had not been cleaned. I spent three weeks navigating a customer service maze until I finally spoke with ****** on Friday morning. He introduced me to a "gutter scrub" service, something your website doesn't list. Had I known this was necessary and that the cost would exceed $850, I would have declined outright when I signed up for the house wash. Your customer service assured me the gutters would be cleaned in my conversation when I agreed to pay $856.58. They weren'******************** offer this morning of a $200 refund is not only insufficient, but it also undermines your "money back guarantee." If you genuinely stand by your guarantee, the full $856.58 should be refunded, or the job should be completed to my satisfaction at no additional charge.Offering to send a team back for a minimum of $350 to clean the gutters, after already paying over $850, is preposterous. I would never agree to spend over $1,000 for gutter cleaning alone. This scenario reeks of a deliberate attempt to mislead to get business.The solution here is simple: Refund the full amount or complete the job as initially agreed, without any extra charges which is consistent with the level of professionalism that is pasted on your website and voiced to me over the phone. Regards, ****

  

  Business response

  08/09/2024

  We have made several attempts to speak with the customer to resolve this challenge in a positive manner and we are committed to ensuring our customer's satisfaction. We will continue to work with the customer to work towards a positive resolution. 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on July 4, 2024 perfect power wash charged my credit card without permission $93 for no services. They had washed my house the year before. When they notified that they were coming again I told them I did not need them this year. They charged me $93 for not coming! they did not have permission to use my charge number and certainly Im not paying money for them to not do work at my house.

  

  Business response

  08/06/2024

  While we maintain that the cancelation fee was processed correctly in accordance with our annual membership contracts terms and conditions, in order to come to a timely resolution to this challenge we have decided to waive the $93 in fees and return it to the customer's account we have on file over the next few business days.  

  Customer response

  08/06/2024

   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

  07/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The power wash company used the wrong strength chemicals, and bleached our green garage doors. The second person to come out, admitted that this looks like damage from the chemicals and that the company would be in touch immediately to resolve this matter The company never called. I had to call them. They denied that this was caused by their bleach Our garage doors did not look like this prior to them power washing them with their bleach chemicals. At the very least the garage doors need to be repaired, but a good company would admit there was a problem and replace them

  

  Business response

  08/02/2024

  We have made attempts to discuss this concern with the customer further but have not been able to connect with them. We are committed to ensuring this is rectified in the best way possible and will continue to work with the customer towards an agreeable resolution. 

  Customer response

  08/13/2024

  Perfect power wash has offered a refund, but it has never been sent this case still remains unresolved. I will try to reach out to them today.

• 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 ******* *******

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