Complaints

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Window cleaners. Did the job on schedule but some windows had streaks. Phoned them and was assured they would schedule a time to come back and redo the ones that were not clean. No response in the past 5 months. I left multiple voice mails but absolutely no response, and finally gave up when I realized they had no intention of returning or responding.

  Business response

  10/12/2024

  My company sent out cleaners for this window job and they spent the entire time wiping squeegeeing and cleaning the windows by hand. There was three people out there. I never promised that we would come back and redo windows that had been days after we had been there we don’t guarantee window cleaning 100%, as the outside elements will cause film and dirt on the outside of each window. Why now five months later are they complaining to the Better Business Bureau but they didn’t do a stop payment on the check because we actually did the job the resolution here is it would have to be completely redone from inside and outside and it would be an additional $500 because it has been over five months and it is not window cleaning season  Anymore . But as a company, we have removed window cleaning as a service and that was four months ago when we stopped doing it. 

  Customer response

  10/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  *** **********

   

  They did indeed promise to return when I called them after the job completion (and even pointed out issues during the process of cleaning). Said they would be back but were held up as they had a "medical emergency" and but would be in touch with a return date. That was the last response even after repeated voice messages left. I was giving them plenty of time to resolve their "emergency". We have photos and some windows were streaked which is a washing issue not a weather issue. Under no circumstance will I give them anything to redo a poor job again.

  Business response

  10/21/2024

  We can not go back to a job that has been well over the window cleaning season. We have offered you a solution to fix the cleaning problem of your windows. We have not had a call or text from you or anyone else regarding this matter. You must have been happy at one point because you never did a stop payment on your check. Like we said before we no longer offer window cleaning at this time. I have offered you the options that we will guarantee and you have not accepted those terms so I do not know what else I can do to make you happy this issue was not shown to me at any given point It was also not brought up when the window cleaning crew was out there. It has been at least six months or longer since we have been out there and like I said in the last message, we cannot guarantee work that was done six months ago. Thank you, and hopefully you understand and you can accept the terms of this and move on

  Customer response

  10/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  The original complaint still applies. No solution was ever offered and the company lied about returning. The time frame is because they told me originally they had a medical issue and would call me back to re-clean the windows when I called them shortly after the job was completed. The delay was me being considerate. After a lengthy wait I attempted to contact them and left numerous voices mails. Not a single response. 

  I have contracted with professionals to come out and redo the job.  I am very disappointed in Pristine's refusal to follow up as they promised, their amateurish job cleaning the windows,  their lack of service, and no commitment to keep a customer satisfied.
  
  
  
  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. ↩