• Report: #1084909

Complaint Review: Sparkle Clean

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  • Submitted: Mon, September 16, 2013
  • Updated: Mon, September 16, 2013

  • Reported By: Monica — Spokane Washington
Sparkle Clean
2928 E Olympic Ave spokane, Washington USA

Sparkle Clean Totally Unprofessional!! spokane Washington

*REBUTTAL Owner of company: Unreasonable Problem Customer

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To verify the following review with other people s experiences....check out Sparkle Clean on the Better Business Bureau! This was the most unprofessional and disrespectful company I have ever done business with (although in the end - no business was completed!). I purchased a Living Social voucher for this company to clean our windows. I contacted them in July and the first available appointment wasn t until August.
Set the appointment. The morning of the appointment, I called the company when they were 10 minutes late only to reach a voicemail (which is the only thing you will ever reach with this company.) I left a message inquiring whether they would be showing up. Later that day, I discovered that they had emailed me to cancel the appointment claiming a family emergency . These things happen and figuring it was a small business, understood why they needed to cancel. (I did think that a phone call would have been more appropriate and the email being sent after the scheduled time made me question whether the excuse was true.)

Anyways, cleaning time was rescheduled - again one month later because of their lack of availability. Appointment time came and they didn t show. They called 20 minutes after the scheduled time and stated that they were going to need to cancel and I would need to email the office to reschedule. I said that they could come later but that I was not willing to reschedule as this was the second cancellation. They said they would come later the same day. They did show later that day (4.5 hrs late) however upon arrival and a 30 second scan of our house, an employee informed me that they would not be able to honor the voucher because of window height and that they couldn t set up ladders on gravel. (These stipulations were not stated on the voucher nor did they prescreen our house in person or at the time of scheduling.)

At this point after two days wasted from work, having deferred our windows being cleaned for 3 months and moving air conditioners and furniture twice, I was pretty upset. I insisted on talking to the owner. The employee went to their company vehicle spoke with him and returned to tell me that he refused to speak to me. Unbelieving that an owner would not want to try and resolve a customer issue, I walked over to the owner who was waiting in the vehicle. Before I could even get to him, he yelled out his window to Back the **** up or I will call the police. I was completely dismayed and asked Are you kidding?!? He again yelled You will get your money back from Living Social or I will send you a money order so get the **** back and drove off. Good news is Living Social did refund my money and will be looking closely into whether they want to continue to business with this company. From an employee, I learned that this company signed up for a deal that is leaving them in a negative cash flow situation. Their solution, not honor the voucher and have Living Social refund money. I understand misjudging how the voucher system would work but take ownership in your mistake and be an honorable company. If the owner had explained this to me, I would have worked out some way to resolve this. (Less windows cleaned or compensate them extra.)

This company will claim that they don t deserve the reviews as voucher buyers are customers of Living Social. I don t agree with their opinion and it doesn t really matter. I will continue to do business with Living Social but obviously not this company and nor will any of my family, friend or acquaintances if I can help it. Reading other complaints,
 
There are lots of other great companies in Spokane to do window cleaning business with. Why take a chance on this one who has a history of poor customer service??

This report was posted on Ripoff Report on 09/16/2013 11:46 AM and is a permanent record located here: http://www.ripoffreport.com/r/Sparkle-Clean/spokane-Washington-99217/Sparkle-Clean-Totally-Unprofessional-spokane-Washington-1084909. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 0Consumer 1Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Owner of company

Unreasonable Problem Customer

AUTHOR: Sparkle Clean - ()

First off, it was only hard for you to schedule because you were irresponsible and sat on your promotional voucher for almost an entire year as did 108 other Living Social customers. Then we were hit with a deluge of every single one of you attempting to schedule at once at the last second at our busiest time of year. The promotion was ran with the intention that the people who purchased actually wanted their windows cleaned and would schedule after purchasing. Never in a million years did we think people would purchase and not even attempt to schedule until days before expiration.

Yes, we would have lost money doing your house because ladders could not be set up safely without 2 employes, one to climb the ladder and one to foot it to make sure it did not slip in your gravel. That doubles our time of service.

Thirdly there was no reason to talk to you, There was absolutely nothing top discuss, your home was unservicable. You had been unreasonable and problematic from the start. All you wanted to do was yell at someone which would have really done neither of us any good had I allowed it. You were just trying to waste more of our time and make us lose more money than you already had. In the process wasting your own time as well. Which is exactly what you are doing here.

There was no need for you to take time off of work. We work 12-14 hours a day, 7 days a week during peak season. We took a total of 1 day off between April and October and worked very long hours. If an offered appointment conflicted with your work schedule, you never should have accepted it and needed to ask for something else.

For you to take issue with illness, poor weather, ill family members, and the need to reschedule is completely asinine. We cannot control being sick, we cannot control the weather, we cannot help it if a customer has 3-4x as much work as was discussed and it puts us behind schedule. We could be like Comcast or Avista and ask you to be home for an entire day without giving you any kind of arrival time. I suppose that would aleviate ever running behind schedule.

The problem with believing the representation on the BBB is that satisfied customers never take the time to post positive reviews. Only people who are throwing tantrums because their home was unservicable or we had the neccessity to reschedule them spend time out of their lives to post a review. We have serviced around 1000 customers at this time, only 9 or 10 of which are unhappy for one reason or another. Maybe the problem with that handful of people is that there is a problem with them and not with us? Logically, that's the only explaination that makes any sense. If we were so horrible why do we have 900 something satisfied customers who wish to use us again in the future or already have and only 10 unhappy ones?

Your review just really doesn't track. How can you make a report on Ripoff Report when you were not ripped off? You made a purchase from Living Social, your house was not servicable, you got your money back. How you can misconstrue that as being ripped off is beyond me.

 

Here is a small sampling of positive comments from customers who conducted themselves in a reasonable manner and whose homes were elligable for service (99% of our customers or more):

 

Very professional and nice to work with!

The gentleman was very personable and they did a good job. 
Excellent results with the window washing.  The team was very efficient .  They may become my new best friends.
Easy to work with to set appointment.  Prompt, seemed to know what they were doing.
Response time seemed very slow, but once we connected, the work was very good.
They were very thouro and did a wonderful job. I will have them return again. 
great job--LOVE my clean windows!
They did a beautiful job.  I will continue to use their services.
Crew was friendly and arrived when expected. We are happy with the job that they did and expect to use them in the future.
Sparkle Clean did a great job on my carpets. The staff was friendly and they were done in about an hour. Great to work with.
Thanks for your knowledgeable service.  I love having clean windows again!
Very friendly and did a great job
They did a great job and brought light to our home :)
Were professional and courteous
Thanks for a great job
They were on time, efficient and did  great job. Will use them again.
Will have them back for sure!
My windows look great and they were prompt and efficient.
They are coming to clean my deck, roof and gutters.
Windows look beautiful!!
This was such a nice experience!  Our windows are so, so clean.  The window cleaners were fast and efficient.  The service was not only professional, but also had a personal touch to it.  How wonderful it is to have a service come to the house and have a common interest....BIRDS!!!  I will be definitely be asking them to come again!
They did a wonderful job!
Very efficient and did an excellent job!
Managed to get a window cleaned that had resisted previous cleanings.
Sparkle Clean did a great job on my rental unit.  
they were on time and efficient.  I would use them again.
Don't let the email appointment confirmation throw you. The crew arrived on time and did excellent work. 
The window washers arrived on time, did a nice job with my windows and screens, and charged a reasonable extra rate for the extra windows I had.  I would use them again.
We had a little trouble matching up - but when they came to do the job they were very nice and our windows look awesome!  Thank you!
I was extremely pleased.  They showed up on time and did a wonderful job on my windows.  I will definitely use them again.
Great service and work
They did a good job on my windows.  
I was very pleased with the quality of work that was done and the friendly service. I will call them again for window washing and maybe try their carpet cleaning.
Polite, quick good job
Fast, excellent , friendly, helpful
Arrived on time, two men worked on the outside of my windows until the job was completed, removed and cleaned the screens, careful of my landscaping.  I plan to use them again.
ALL windows except the inside bathroom window was "Sparkle Clean" there is still soap spots left on that window
Very accommodating, quick and friendly.  Windows look great!
Great job & FAST. A++++
Very well done.  On time, good price, polite workers.  I will use Sparkle Clean again in the future.
I was very pleased with the service experienced with Sparkle Clean.  They were guick to respond to email inquiries when asked about pricing, arrived as scheduled and did an excellent job cleaning the windows and screens.  I will definitely use this company again.
Very professional. Appreciated the call when he was going to be a little late.  Excellent job!
very professional.  They were quick, and did a nice job. I will have them again
Chris and his co-worker did a great job on our windows and were fast and efficient.  We had some scheduling problems due to weather and illness, but Chris was good about keeping me informed, and it worked out fine.  We can't believe what a huge difference it makes to have sparkling clean windows---the house looks great and we were pleased with this service.
very quick and efficient
Quick, personable.  Fairly good job.
I was very pleased with their service!
they do a great job that's why i used them again Cris is great
Windows and screens look so much better! Thank you
Worth every penny! Friendly, fast, and did a great job!

re hit with this deluge of people trying to schedule at the last second before their vouchers expired at our busiest time of the year.

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