Hi (removed member name), First, I want to apologize that you were not 100% happy with the service you received. We have been in business for 20 years and the integrity of our company, and the services we provide are extremely important to us and your words are not taken lightly! I wanted to address your comments as to hopefully “enlighten” anybody who has read your review. When you originally called the office, you and I did have a hard time connecting. I explained that I was on vacation for a couple days, and left you a few voicemails following up and that we were more than happy to do an estimate within the next few days. When you and I spoke you were perfectly happy with that. I’m not sure why the fact that our address is not on our business card is relevant to the services we provide. We work/operate out of Orange County & would have been happy to provide our address, you just had to ask. Most of our clients are more concerned with a company being insured/licensed, etc., which IS on our business card, along with all our pricing on our website. Here are a couple points I’d like to make: 1.) When the Owner met you to do the estimate, he went over exactly the details of the job. You made it clear to the both of us that price was a concern and that you HAD NOT had the windows cleaned for AT LEAST 3-4 years. 2.) There is not one window cleaner in town that uses WINDEX to clean windows. 3.) When we arrive at a job and start cleaning the windows, we will and continue to inform the client of any issues we feel are of concern. i.e. Screens, Mold, Calcium, Broken Tiles, Broken Windows, etc… This decreases our liability for such issues, and most clients are happy to know in order to be proactive in repairs and maintenance of their home. There are also times that until we start cleaning the windows, are unable to see such issues. At that time we bring them to the homeowners attention and it’s entirely up to them to have us take care of them, or not. As a company you are hiring, we will always tell you what we “recommend” for the maximum results (in your case Power Washing). You had a budget and we did the best job we could do with the amount of money you wanted to spend. 4.) Your screens are made of aluminum. We service 100’s of homes in our beach communities and are VERY familiar with the screens you have on the home, and were pointing out that “our experience” with this type of screen is that they do not clean up very well & have been known to oxidize and etch the windows, etc… On another note, WE DO NOT SELL/SERVICE/REPAIR SCREENS, so there is no advantage for us to upsell anything to do with screens. Our clients who live near the ocean, maintain their properties at least 2x’s a year. Unfortunately, if you’re only cleaning your windows every 3-4 years, you will have issues with them beyond our control. We were just pointing out the obvious. 5.) Jeff walked the job with you after they were done to make sure you were satisfied, as well as left you a “leave behind card” and you could have addressed any issues with him at that time. There was even a note on the job that you had tipped the guys working. I’m not sure why you would do so if you weren’t happy. 6.) I also stated to you in our conversation, that if you have ANY issues after the job was done, please do not hesitate to contact us to resolve them. I have no idea why you didn’t do so. We are unable to help any of our clients without given the chance. 7.) You mentioned us having “TOO MANY 5 STARS WITH YELP”. I’m sorry if you think that is “too good to be true”, but once again, we strive to completely satisfy our customers and by saying it’s “fixed” is disrespectful to those who take the time to state their experiences with our company…good and bad! Hi (removed member name), First, I want to apologize that you were not 100% happy with the service you received. We have been in business for 20 years and the integrity of our company, and the services we provide are extremely important to us and your words are not taken lightly! I wanted to address your comments as to hopefully “enlighten” anybody who has read your review. When you originally called the office, you and I did have a hard time connecting. I explained that I was on vacation for a couple days, and left you a few voicemails following up and that we were more than happy to do an estimate within the next few days. When you and I spoke you were perfectly happy with that. I’m not sure why the fact that our address is not on our business card is relevant to the services we provide. We work/operate out of Orange County & would have been happy to provide our address, you just had to ask. Most of our clients are more concerned with a company being insured/licensed, etc., which IS on our business card, along with all our pricing on our website. Here are a couple points I’d like to make: 1.) When the Owner met you to do the estimate, he went over exactly the details of the job. You made it clear to the both of us that price was a concern and that you HAD NOT had the windows cleaned for AT LEAST 3-4 years. 2.) There is not one window cleaner in town that uses WINDEX to clean windows. 3.) When we arrive at a job and start cleaning the windows, we will and continue to inform the client of any issues we feel are of concern. i.e. Screens, Mold, Calcium, Broken Tiles, Broken Windows, etc… This decreases our liability for such issues, and most clients are happy to know in order to be proactive in repairs and maintenance of their home. There are also times that until we start cleaning the windows, are unable to see such issues. At that time we bring them to the homeowners attention and it’s entirely up to them to have us take care of them, or not. As a company you are hiring, we will always tell you what we “recommend” for the maximum results (in your case Power Washing). You had a budget and we did the best job we could do with the amount of money you wanted to spend. 4.) Your screens are made of aluminum. We service 100’s of homes in our beach communities and are VERY familiar with the screens you have on the home, and were pointing out that “our experience” with this type of screen is that they do not clean up very well & have been known to oxidize and etch the windows, etc… On another note, WE DO NOT SELL/SERVICE/REPAIR SCREENS, so there is no advantage for us to upsell anything to do with screens. Our clients who live near the ocean, maintain their properties at least 2x’s a year. Unfortunately, if you’re only cleaning your windows every 3-4 years, you will have issues with them beyond our control. We were just pointing out the obvious. 5.) Jeff walked the job with you after they were done to make sure you were satisfied, as well as left you a “leave behind card” and you could have addressed any issues with him at that time. There was even a note on the job that you had tipped the guys working. I’m not sure why you would do so if you weren’t happy. 6.) I also stated to you in our conversation, that if you have ANY issues after the job was done, please do not hesitate to contact us to resolve them. I have no idea why you didn’t do so. We are unable to help any of our clients without given the chance. 7.) You mentioned us having “TOO MANY 5 STARS WITH YELP”. I’m sorry if you think that is “too good to be true”, but once again, we strive to completely satisfy our customers and by saying it’s “fixed” is disrespectful to those who take the time to state their experiences with our company…good and bad! Sincerely, Rebecca Stanley Stanley Window Care