ComplaintsforPerfect Power Wash, LLC

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were just looking to have our home power washed. The company pressured us to accept a yearly program. We don't even have the house power washed every year, but we were persuaded to accept the offer and told that we could cancel. The service provided was minimally acceptable. We were then hounded by the company to schedule service with calls nearly every day, sometimes multiple times each day. Ultimately, we decided not to go forward with the company and cancelled our service. We were told that it was too late and provided an audio recording of our acceptance of the yearly agreement. Still, it was a recording from months prior and the company provided only a flimsy explanation for why it was too late to cancel. Instead of trying to address the issue, our calls were repeatedly directed to their sales team. They offered discounts, but given the conduct of the business, we really didn't want to allow them to pressure us into paying them even more money. Against our wishes and without our authority, they charged our credit card a cancellation fee. They refused to return the fee.

  

  Business response

  11/18/2024

  The cancellation fee was assessed appropriately in accordance with the terms of our annual membership agreement, which were explained and reviewed in detail with the customer before the membership was established. As per the agreement, which was approved by the customer, the contract renews annually, and cancellation must occur before March 16th to avoid a 25% fee. In this case, the cancellation was not requested before the cutoff date, and the fee was therefore applied.
  We made multiple attempts to work with the customer to resolve this matter prior to assessing the fee. We strive to ensure transparency in our agreements and welcome any further questions regarding this process. Thank you for your understanding. 

  Customer response

  11/18/2024

   I am rejecting this response because:
  There was no attempt to resolve this matter. Every time I spoke with someone about this issue and told them I no longer wanted the home to be power washed they continued to try and sell to me. The cut off date was missed however, we did communicate several times between April and even as late as September that we no longer wanted the service. 
  
  

  

  Business response

  11/18/2024

  According to our annual membership agreement that was agreed to by the customer, we are obligated to perform the service on an annual basis unless the customer cancels before the March 16th cutoff date. Since the service was not canceled before that day we had an obligation to perform the service this year. We then attempted to work with the customer to provide this service but were not able to come to terms and the customer canceled the membership after that cutoff date had elapsed. Since we are no longer able to do the service this year we were left with no other option than to charge the customer the agreed upon cancelation fee. 

  Customer response

  11/18/2024

   I am rejecting this response because: I was very clear for months on end after multiple calls that we no longer needed the service. An exception to cancel should be made after the multiple calls received daily to try and sell additional services and schedule. This is poor business practice. 
  
  
  

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was not aware that I was signed up for any sort of membership, but I received many phone calls from the business saying that I needed to set up an appointment for my annual service. I told them I didn’t want the service and to take me off their list, I no longer needed the services and they told me that they would have to charge my account a 25% fee for ending the contract/membership. I deserve to be refunded for the fees they charged as no service was completed.

  

  Business response

  11/07/2024

  The cancellation fee was assessed appropriately in accordance with the terms of our annual membership agreement, which were explained and reviewed in detail with the customer before the membership was established. As per the agreement, which was approved by the customer, the contract renews annually, and cancellation must occur before March 16th to avoid a 25% fee. In this case, the cancellation was not requested before the cutoff date, and the fee was therefore applied.
  We made multiple attempts to work with the customer to resolve this matter prior to assessing the fee. We strive to ensure transparency in our agreements and welcome any further questions regarding this process. Thank you for your understanding. 

• Initial Complaint

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 2023, we used Perfect Power Wash to help with our home and driveway. They did a nice job and we were happy. In a follow up call, they asked if we wanted to join their "free" membership. Sure... why not? In the Spring they begin to call my wife to schedule another service. We informed them that we didn't need their service this year. Over the next several months, they continued to call, text and harass my wife. She continued to ask for them to not contact us again. In late July, we received a letter from Perfect Power wash stating we "owed" them for not using their service this year. We "owe" you for not using your service? After a call with "*****", stating we didn't want or use their service in 2024, he stated he would close the account. What he did was charge our card on file from the previous year $715!!!! No authorization, no services, no products delivered, fraudulently charged our card $715!! The claim to have a "free" membership, only to then commit fraud on previous customers is nothing short of illegal. Using a card on file from previous billing violates very basic PCI protections in place for consumers. No contract, no terms of service, no exclusions or disclosures. nothing in writing and nothing signed and most importantly, no goods or services rendered. Just fraud, intimidation and harassment from this business. Consumer beware!!! Should I contact the Attorney General? Based on the number of similar complaints on this business, it is clear they are habitually defrauding ** **** residents with this scam.

  

  Business response

  11/06/2024

  We appreciate the opportunity to address this concern. The cancellation fee was assessed appropriately in accordance with the terms of our annual membership agreement, which were explained and reviewed in detail with the customer before the membership was established. As per the agreement, which was approved by the customer, the contract renews annually, and cancellation must occur before March 16th to avoid a 25% fee. In this case, the cancellation was not requested before the cutoff date, and the fee was therefore applied.
  We made multiple attempts to work with the customer to resolve this matter prior to assessing the fee, and we even provided a copy of the recorded call in which the agreement was confirmed. We strive to ensure transparency in our agreements and welcome any further questions regarding this process. Thank you for your understanding. 

  Customer response

  11/06/2024

   I am rejecting this response because: The fraudulent and deceptive practice of placing a $715 charge on a credit card on file without authorization is nothing short of illegal. There is no signed contract, with legal and binding terms and conditions that would create this substantial charge. Zero... We did not authorize this charge, we did not receive any work or services provided to warrant this charge and this company has not contractual evidence to warrant this charge. As evidenced on this site, the business engages in this predatory practice against its unknowing customers time and time again. It would appear that they credit back customers once challenged. The refunds are a fraction of the charge they have placed on my card. What kind of business preys on their previous customer base to generate unearned revenue? We expect a full refund. We will pursue legal action, if necessary. 
  
  
  

  

  Business response

  11/06/2024

  Our annual membership contracts cannot be set up unless we get a physical signature or verbal confirmation from the customer over a recorded line. In this case we did get verbal confirmation on a recorded line from the customer and that is legally binding. Again we have sent the customer a copy of this recording and we are happy to do so again if the customer requests. By signing up for the annual membership program this authorizes us to charge the cancelation fee if the customer breaks the agreement and in this case the customer did, in fact, break the agreement. We are obligated to perform the work in the contract just as the customer is obligated to inform us of cancelation before the March 16th cutoff date. Since we can not longer perform the service as requested and the customer did not inform us of the cancelation until after the March 16th cutoff date we are obligated to charge the customer the 25% cancelation fee. We have been in business for over 24 years and have serviced more than 300,000 customers and at no point have any of our business practices been improper and many of our annual membership customers have been enjoying its benefits for years. We understand the frustration but we have done nothing improper regarding this claim and are confident in our assessment. 

  Customer response

  11/07/2024

   I am rejecting this response because: Let me be clear, the business continues to claim a contract to be in place and yet cannot provide ANY documentation of that claim. A recording of a call offering a "free membership" is not only insufficient, but highlights the exact deception they practice. There is no evidence of a signed contract with clear provisions of such agreement and the business can not claim reasonable understanding by the customer because the terms don't exist. In that call we did not authorize an annual expense of the same work provided in '23. We did not agree that the same work needed to be done or would be desire to be done the following year. Claiming cancellation of a contract that doesn't or didn't exist is one thing (unethical and/or illegal), to place a charge of $715 on a credit card without proper authorization is fraudulent. We rightly expect a full refund or we will be forced to pursue legal action. Based on similarly situated customers and the number of similar complaints that are in the public record, I may not be alone in my legal pursuits.  
  
  
  

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The technician from Perfect Power Wash sold me a membership because he mentioned to me that this would save us money. Great so I agreed to this membership. Our family no longer lives at this address so after talking with Perfect Power Wash so we do not need the work performed. Perfect Power Wash is saying that I will still owe over $200 because the membership is with me and not the house? The rep on the phone said, well you should have read the contract...but the sales rep who completely "sold" me said nothing, NOTHING about this. The rep said she was going to charge my card anyways for the fee even after telling her we don't have this property, we don't have a property to move it to, they still want to charge me over $200. I was not fed the correct information when the rep sold this to me, and I feel like he only wanted whatever commission they offer when a membership is sold. This is terrible business. I've never complained about a company even after bad experiences because we can usually come up with a solution. This business said yeah, too bad, should have read the agreement and we are going to now charge your credit card even without your approval. That's exactly what she said. I really don't want other customers to fall for this (read the fine print scam) they're pulling with these memberships.

  

  Business response

  10/28/2024

  We apologize for any confusion but we are confident that the cancel fee in question is warranted in accordance with our annual membership program. The contract that is thoroughly explained and then agreed to by the customer before signing up clearly states that if the customer does not cancel before March 16th of the next year, they will be charged a 25% cancelation fee. That being said, given the particular circumstances, we have decided to waive the annual cancel fee associated with this contract and the customer will not be charged moving forward. Thank you for your understanding.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used Perfect Power Wash for my roof a few years ago. I was not pleased with the results, but I did not seek a refund or any compensation. The following year they contacted me to see if I wanted to use their services again. I told them I was not interested and to please remove me from any further communication. At least a couple of times a year they continued to contact me. I ignored it until this year when they started sending me text solicitations every couple of weeks. I have responded nicely and not, and requested to be removed from further contact. I received another message today. I feel that its starting to verge on harassment. I have blocked each number that I have received texts from, and they just keep coming from new numbers. They are all from **** and the most recent number is ************

  

  Business response

  10/21/2024

  Thank you for sharing your concerns. We sincerely apologize for the repeated solicitations you’ve received despite your request to be removed from our contact list. We understand how frustrating this must have been and appreciate your patience.
  We are taking immediate action to ensure this doesn’t happen again:
  

  Removal from Communication List: Your contact information has been removed from our system to stop further marketing texts.
  

  Internal Review: We are reviewing our communication processes to better respect customer preferences.
  
  Again, we apologize for the inconvenience and any frustration this caused. We appreciate your feedback and are committed to improving.

  
  

• Initial Complaint

  10/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was not aware that I was signed up for any sort of membership, but I received many phone calls from the business saying that I needed to set up an appointment for my annual service. I told them I didn’t want the service and to take me off their list, I no longer needed the services and they told me that they would have to charge my account a 25% fee for ending the contract/membership. I deserve to be refunded for the fees they charged as no service was completed.

  

  Business response

  10/25/2024

  We apologize for any confusion but the 25% cancelation fee was assessed to the customer because they canceled the membership after the agreed upon cutoff date of March 16th. It is clearly stated and agreed upon by the customer that there is no cancelation fee associated with our annual membership unless the customer cancels after March 16th of the following year. We also sent the customer a copy of the recording in which this is explained and agreed to by the customer. We are confident the cancelation fee was processed in accordance with our annual membership contract. Thank you for your understanding.

  Customer response

  10/25/2024

   I am rejecting this response because:
  Others have complained about the same issue and you’ve issued refunds. They have had similar experiences of not identical with regards to not being aware of such fees or hidden contracts. I believe it is only fair that my situation be treated in the same manner theirs has been.

  I’ve stated that I was not made aware of such fees and I deserve to be refunded for the fees. 

  
  

  

  Business response

  10/25/2024

  We are sorry for any frustration but as previously stated we sent the customer a copy of the recording in which they are made aware of the March 16th cutoff date associated with our annual membership program and subsequently agree to signing up for the membership. We record all of our phone calls so we sent the customer a copy of this recording on August 9th as proof of the agreement. If you would like us to send another copy we are happy to do so. Again, we are confident that the cancel fee was processed appropriately and so a refund is not warranted.   

  Customer response

  10/25/2024

   I am rejecting this response because:
  
  I am not satisfied with the response and expect remedy of the full amount charged.

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  08/21/2024 **** visited our home for a scheduled power wash. **** sent us a message when he left stating that he did his best but his machine is broken and he hopes that the debris will fall off with time. I inspected the work. Large portions of the house were not serviced. Portions of our home that were made worse. I documented this with substantial photos. I called the customer service phone number and explained the issue. I sent them the photos as requested. They told that they were going to charge me, that it would take 48 hours for them to decide if the job was not done correctly, and they would "possibly" refund me. The company charged us. This was not an acceptable resolution for us. We called back and requested that we not be charged, and that the company send someone else out to complete the job correctly. The company refunded us. 09/4/2024 they send another person out, *******. When ******* arrived we walked the house together. I showed him all the areas of concern. He agreed that the house was not completed, and in fact was made worse in some areas. ******* then explained to me that Perfect Power Wash uses a solution that corrodes copper. Our home has copper gutters, trim and downspouts. He informed me that they do not have any other solution to clean the home, so he did not feel comfortable completing the job. I agreed with him and thanked him for his honesty. He left. 10/11/2024- Sara from PPW calls us. Said that ******* did not document his conversation with me and they will be charging me. I said no. The demanded to send a manager out to "reassess". We have had the house power washed by another company, and it has been almost 2 months, i declined. She said she was going to charge our card, I declined. She said if I dont let her charge us, she is sending me to collections. I said that is not appropriate, this is over and threats are not appropriate. 10 minutes later my card was charged for the full amount. It has been disputed.

  

  Business response

  10/21/2024

  Thank you for bringing your concerns to our attention. We deeply regret that your experience with our service did not meet the high standards that we strive to maintain. Please accept our sincere apologies for any frustration caused by the way our last interaction with your wife, *********, ended. We understand how important clear communication and satisfaction are, and we are committed to resolving this matter in the most amicable way possible.
  Based on our understanding, the majority of your concerns are related to the house wash performed by our team, which comprised $1,411.43 of the total bill. We value your business and are eager to ensure that you feel confident in our services moving forward. To address the situation, we would like to offer two possible resolutions:
  

  Full Refund for House Wash: We are willing to provide a full refund for the house wash ($1,411.43), leaving you with an outstanding balance of $1,474.54 for the fence and deck wash that was also completed.
  

  Discounted Re-Service: As an alternative, we can return next year to re-perform the house, deck, and fence wash at a 50% discount off this year's pricing. This would bring the total for the re-service to $1,500.
  

  However, we understand that a chargeback has been filed for the amount in question. Please note that we are unable to proceed with either of the above options until the chargeback is resolved or the customer rescinds it. We kindly ask that you work with your bank to resolve this matter so that we can move forward with one of the proposed resolutions.
  We truly hope that one of these options will meet your needs once the chargeback issue is settled. Please let us know if you need any further clarification or assistance in resolving the chargeback.
  Once again, we apologize for the inconvenience caused and sincerely appreciate your patience and understanding. We look forward to resolving this matter to your satisfaction.

  Customer response

  10/31/2024

  [[BBB transcription via phone call]]

   

  Consumer stated 
  
  The business is offering to do do a whole refund for house wash and that is understandable because they did not do the work. However the business did not complete the deck or fence wash either. This has also been disputed with American Express. A conversation was had with the business and they are aware of the mess and service that was not completed. The person who came out outside of the business also stated the work should not have been attempted because of the type of home. We did give the business an option to fix it but they are unable to due to this reason. The chemicals the business uses are not suitable for the home and are damaging. Another business was hired and completed the work. Thought everything was fine after that. Until the business called back and attempted to charge well after 30 days, threatening collections. The business did not have permission to charge the card, this was expressed to them and they charged it anyway. American Express has already returned the funds. There was no service provided and the business should leave us alone and stop trying to charge. The company also tried after 30 days to asses the property in which another company had already completed the necessary work. The business is not owed and did not complete any work they are attempting to charge for. 
  

  
  

  

  Business response

  11/07/2024

  The chargeback was resolved in the customer's favor and we now consider this challenge to be resolved.  

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a powerwash for my home garage and walkway. The house was not completely cleaned based on my observation. I was not satisfied with the outcome. You can see areas where it was not cleaned. I contacted the company and informed them of my dissatisfaction. The offered a resolution of a refund of around 30, which was unacceptable. The money back guarantee is on the website. I also spoke with someone prior to getting my house power washed being that I was skeptical about it. My house was not cleaned to my satisfaction, as you can see from the pictures attached There is visible dirt in places that are side by side of other places that appears clean. The website reads 100% customer satisfaction or your money back. I reached out regarding my concerns and was told they could not give me my money back and they would not come back to redo the job.

  

  Business response

  10/09/2024

  At Perfect Power Wash, we are committed to delivering the best results for every property we service by using our safe and effective processes, which is exactly what we did for your home. Our guarantee clearly states that we will provide the best possible results “using our safe and effective process” or your money back, and we are confident that our team followed all proper procedures in performing the work. We take pride in our work and, in your case, performed the job as agreed. Additionally, after you filed both a chargeback and pre-arbitration, both claims were thoroughly reviewed and resolved in our favor, which reinforces that our process was followed correctly. We understand your concerns and have already offered a partial refund. Thank you for your understanding.  

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I first put out feelers for quotes of 3 different companies, PPW stated they could book the agreed upon pricing with a credit card on file but understood my desire to receive other pricing. They assured me that they would notify me within 24 hours of a tech arriving and could cancel at any point prior to that or at that time if I had found a better price I could cancel for free. I again was reassured that they were 7-10 days out for my area and would have plenty of time to receive my other prices. That call was on 8/25. They sent me a notification at 10am my tech was on their way and arrived 20 min later without an opportunity for me to cancel. The tech performed terrible quality service which I have plenty of pictures of, and was on site for 2 hours of which I was told would be 2 techs and a half day. When I contacted the company to first complain of the inability to cancel, they apologized and stated a slot opened up. Secondly, I complained of the disgraceful service and poor quality I received. They asked for pictures, I sent nearly 20, including spider webs, hornets nest, dirt, grime and untouched locations of the house. The service rep asked for 48 hours to respond or get back to me after they reviewed they pictures and phone conversations. I agreed. On 9/25, nearly a month later I was called and demanded to pay the bill after I sought out another service to complete the job they never finished or completed to subpar quality. After the rep denied to hand me off to a manager or owner, I was hung up on. I then called back after they automatically charged me without consent and spoke to ****** the manager. He continued to try and discount and told me he would follow up after listening to more tapes and talking with others. At 630pm he called back to leave a voicemail with fraudulent statements and made up stories of what transpired during the phone conversations with ***** and the initial sales rep. This is a dirty crooked company full of dishonest people.

  

  Business response

  10/03/2024

  Thank you for taking the time to share your feedback. We understand your concerns and want to clarify a few points. Our calls are recorded for quality assurance purposes, and after reviewing the recordings, we can confirm that the customer was not hung up on during any interactions with our team. We can also confirm that the information we presented to the customer regarding the phone recordings is 100% accurate.  We did provide the customer with a resolution of a revisit to ensure quality, acknowledging the concerns the customer raised regarding the service, or a 30% adjustment to the bill. Upon presenting the customer with these options they requested to speak to the manager but at that point in time we did issue the 30% adjustment to the customer’s bill. When a manager was able to discuss this challenge further, we discussed the same resolution options and also discussed reducing the cost of the service down to our job minimum price. Those resolutions were not accepted by the customer but as previously stated we have already adjusted the bill down 30%. We strive to communicate effectively and appreciate our customers’ patience as we work through their concerns. We would be happy to continue to discuss any of the previously mentioned resolutions to resolve this challenge and we appreciate your understanding.  

  Customer response

  10/03/2024

   I am rejecting this response because:
  
  The business did not respond for 30 days after given a 48 hour window of response. When no response was given, we had to hire another company to complete the poor quality work provided. I have included pictures of this work. The company is inaccurate and making false accusations- just as consistent with other customers on BBB have mentioned. They are lying about the communication. I was made promises of cancelation notice, promises of follow up and promises that I would have multiple days to address- even to the point of a 24 hour notification. The company is lying and even admitted to me after finally speaking to a r manager that the call center rep did indeed hang up on me and apologized for that. They also charged my account without authorization after I told them not to and wanted to speak to a manager first. I’m absolutely taken back that they continue to accuse the customers on here and lie to the BBB of these recorded calls. I have requested the phone calls and they have denied. 
  
  

  

  Business response

  10/10/2024

  We completed the job and shortly after the customer reached out to express concerns about the service. There was an extended period associated with us working through the challenge and presenting a resolution to the customer which is not common for our customers to experience. We did, however, provide the customer with a few different options for resolution which were all denied. The customer then filed a BBB complaint which brings us to where we are currently. We have every intention of resolving all customers' concerns in every scenario that is presented to us, and we have made multiple attempts in this case as well. Our final attempts to resolve this would be to issue a full refund to the customer and no longer work together moving forward. We are in no way satisfied with this situation or this resolution and would much rather have worked through the concerns ourselves which we are confident we could have done, if we had been afforded that opportunity. After processing the refund, we will consider this challenge resolved in its entirety. Thank you for your understanding.   

  Customer response

  10/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. That is, a full refund is given. Sadly, the business only reached out to me after the bbb complaint was filed just to try and sell me services of Christmas light installation. I notified the bank and provided them with all pictures. So long as a full refund is issued, they can be assured not relationship will continue with this business. 

• Initial Complaint

  09/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In March of 2023 I contacted Perfect Power Wash to clean my house for $480.00. During that call I was offered to become a member of the "CluB" so that IF I used them next year I would pay the same price, and I agreed. I was told I had until March 2024 to take advantage of the same price offer. So when March of 2024 arrived I was contacted by PPW to have my house cleaned again, at which time I advised that I would not be needing their services. I thought that was the end of it. Since then I have been repeatly called to schedule my annual cleaning per the "contract". During several of those calls I had advised the caller that I do not have any type of contract with this company and I am not obligated to use them. I stopped talking the calls and they started leaving voice messages stating I will be charged a 25% cancellation fee. Today 9/22/24 I received a letter from them in the mail threating me again if I do not call to schedule and appointment to use their services by 10/7/24 I will be charged a 25% cancellation fee. They will be getting another call from on Monday. After reading the other complaints on your web site regarding this company and similar issues how can this company be allowed to continue to due business in Maryland?

  

  Business response

  09/30/2024

  In order to resolve this challenge quickly and efficiently we have decided to waive the 25% cancelation fee regarding this service. Thank you for your cooperation and understanding. 

*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. ↩