Complaints

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired and paid Squeegee Pros $1740 to pressure wash my front stoop, decks and sidewalk, clean out my gutters, and clean my windows inside and out. While the decks and sidewalks looked good, the mess they left on the house on the gutters and windows was horrible!!! The house looked worse when they left than before they even came. I reported this to squeegee pros and asked for someone to return to my house and clean up their mess. I was told this was not part of their service. That I would be turned in to a collection service if I didnt pay them. I asked for the vice president of the company to call me and sent pictures of the messes left behind. He is the one who came out and quoted the job to begin with. The most important part of the service was to clean the obvious surfaces. This should have been included in the quote for that ridiculous amount!!! They should have come back out and cleaned up their mess at no charge! I pay my bills and will not have my credit sacrificed over some stupid company! The office manager ****** told me those services were not listed and that no one would come back out to make it right! And furthermore, the vice president would not come back out nor would he call to discuss this with me! Definitely do not hire these jokers. They do not care about their customers or services. And they do a s***** job even when its obvious!

  Business response

  06/06/2024

  ********************, 

  I do apologize for your experience. Our Vice President was out of town last week & upon his return on Monday he reached asking for a time to meet at your home so we could come to resolution. We do stand behind our work & we want to make it right. He came to your home & no one came to the door. He has called you along with the office trying to get in touch with you with no response. 

  I listen to the orginal call that took place & I do believe there were some misunderstanding on both parties. Your orginial estimate was for interior gutters as that would be cleaning the interior of gutters. On the call, you spoke about the exterior of the gutters as that service would have been a gutter polishing. Those are two different services. The service is outlined on the estimate & on the job scope. We sent several emails confirming the job & the job scope. If the process for the interior gutters vs the exterior gutters was explained by the staff properly I do apologize. Everyone is human & makes mistakes so we try our best to put everything in writing to hopes to avoid any confusion. 

  Regarding the payment, there was an agreement & notes on the acount that the invoice was not due until the go back was completed. You never allowed us to schedule the return visit. On the call on 5/28, you stated "I will just pay you what I feel the job is worth" & our admin explained that we cannot agreed to that. Worth & value can vary greatly so we need to come to resolution together. 

  We are trying to make this right, we just need to have some communcation with you. Please reach out as we would like to resolve this situation. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 06/28/2023 we had Squeegee Pros come to clean our gutters- a service we paid $216 for. Our gutters have continued to overflow since Squeegee Pros were here. On Sat 09/09/2023 we checked the gutters ourselves, since we thought we might have an issue with the operation of the gutters. We discovered the gutters overflowing with debris all around the house. We took photos of the debris prior to emptying the gutters we were able to reach ourselves. On 09/11/2023 we contacted Squeegee Pros to discuss what we discovered. They did not return the message we left, we called them again 09/13/2023, and left another voicemail. On 09/14/2023 a rep ********* from Squeegee Pros finally returned our call. At this time, ******* informed my husband that they do not remove gutter guards to empty gutters due to liability if the guards are damaged. My husband questioned ******* as to why we had not been informed about this at the time of scheduling or when the gutters were supposedly emptied and she said that her manager would get back to us. Later in the day on 09/14/2023 my husband received an email from *******. My husband immediately called squeegee pros and once again got a voicemail. They once again did not return our message, so we called again on 09/15/2023 and my husband once again spoke to *******. At this time, ******* said she would once again forward our information to her manager who still has not contacted us. Since they provided us an email, written proof that they DID NOT empty our gutters we want our money refunded- terrible company, awful customer service not to mention thieves who charge for services they dont do!

  Business response

  09/27/2023

  I do apologize for the frustrations that maybe causing. 

  I want to address these concerns. On June 20th, 2023 we sent an estimate for a gutter cleaning & in the description, it states we do not remove guard gutters. Normally, if the home has gutter guards & they are working properly the water should be flowing correctly as long as there is no debris on top restricting the water flow. Most gutter guard companies warranty their product. If the water is not flowing properly after any debris on top is removed, then the gutter guard company should stand by their product. The customer approved the estimate on 6/21/23 & it shows that the email was open three times. At any point during those three openings, a call, text, or email could have been made questioning that we do not remove gutter guards. 

  I have attached our terms & conditions that goes out with every estimate & invoice. The terms state we do not remove guard gutters. The terms also state we have a 2 week guarantee on any gutter cleaning service. The complaint was not received until September which is months after the service. 

  We submitted every thing in writing before the service as we try to be transparent & direct with the customer as much as possible so everyone knows what to expect. 

  I see that we drop the ball on returning your phone call & I do apologize for that. We will get this addressed with the staff & use this as a learning experience going forward. 

   

*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. ↩