Complaint Review: Sparkle Clean - spokane Washington
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- Author Not Confirmed
- Sparkle Clean 2928 E Olympic Ave spokane, Washington USA
- Phone: 509-535-0522
- Web: http://www.sparkleclean.biz/
- Category: Cleaning Services
Sparkle Clean Totally Unprofessional!! spokane Washington
*REBUTTAL Owner of company: Unreasonable Problem Customer
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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,
This report was posted on Ripoff Report on 09/16/2013 11:46 AM and is a permanent record located here: https://www.ripoffreport.com/reports/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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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#1 REBUTTAL Owner of company
Unreasonable Problem Customer
AUTHOR: Sparkle Clean - ()
SUBMITTED: Wednesday, November 06, 2013
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!
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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