I used this window cleaning service on…
I used this window cleaning service on a monthly basis. Unfortunately, from September to December one window on one side of the house was consistently missed. I raised this several times and was assured it would be done at the next visit, but this never happened.
I was also told on one occasion that I might be mistaken, which was disappointing.
At the start of the service, I was told that the fourth clean would be free. However, the full amount was taken by direct debit. When I queried this, I was told that I had not requested the free clean, despite it being presented as part of the original offer.
After several months without resolution, I cancelled the service in December and arranged another window cleaning company. The issue is not the cost, but the way the concerns were handled. I would welcome a response from the company to clarify these points.
UPGRADE:
Thank you for your response.
To clarify, the issue for me was not whether the window could have been re-cleaned if reported within 24 hours, but that the same window appeared to be missed repeatedly over several months, despite being raised multiple times. Being told at one point that I might be mistaken contributed to my decision to cancel.
Regarding the fourth clean free offer, this was presented to me verbally at the start of the service, which is why I expected it to be applied. I understand your explanation regarding the flyer, but from my perspective this was a misunderstanding that could not be resolved after the fact.
I acknowledge that goodwill solutions were offered in December; however, by that point my decision to cancel was based on the overall experience over several months rather than a single incident. For this reason, I felt it was best to move on.
I appreciate the response and wish the company well going forward.
Reply from Nathan Jones
Hi Laszio, We we're really sorry to lose you as a valued your custom. I emailed you on the 12th of December hoping to rectify any issues for you but we received an email back saying that your cancellation was final. I'll just reiterate here what we suggested in that email though;
We apologised that your cleaner missed the small window around the side of the house a number of times it seems. He was sure he was cleaning it, but we happily sent him back to clean that window for you any time you felt it had been missed just in case he did miss it. This is part of our no-quibble 24 hour re-clean guarantee.
I explained in that email that we'd put an "important" note on your cleaners notes to be sure to remember the window around the side. And we also asked your cleaner to take a photo of himself cleaning the window in future, so we could both have peace of mind that it was getting cleaned.
With regards to the free 4th clean free offer, I explained that that offer was for customers who came to us after receiving one of our "4th clean free flyers", I checked back through our emails and your original enquiry form didn't have the "flyer" option checked, it had the "other" option checked. So I checked your quote email and your welcome email, and neither had the "4th clean offer" in there for you. I couldn't find any correspondence from you mentioning the flyer offer, so we we're totally unaware that you had come to us via a flyer, until you told us about it in your cancellation email. I sent screenshots of these emails to you just so you understood why we hadn't applied the discount for you.
I explained that we'd like to offer you the 4th clean free any way as a gesture of goodwill, so your next clean would be free, and explained that your cleaner was going to take a photo of himself cleaning that window in future, which should remove any question over whether that window was being cleaned in future, but unfortunately you didn't want to continue with our service, and said your decision was final.
We thank you for the time you have been with us, and if you ever need us again please don't hesitate to get in touch.