ComplaintsforPerfect Power Wash, LLC

• 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

  10/02/2024

  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. 

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Perfect Power Wash by MISTAKE, to complete a power washing job on my home. I did a google search to find a phone number of a local company and there’s popped up in my feed . I called, apologized I called the wrong number. They would not let me off the phone without giving them a chance to complete the work for my home. I told them I would give them a shot and only pay the technician AFTER the work was done to my liking in hand after services completed. They said they’d be out the next week to complete the work ( April 2024) no one shows up at all. Until 3 months later- they show up( no one is home) and CLAIM to have completed the work on my home- they DID NOT complete any power washing. Their technician took photos to make it look like he did. Now I receive bills from them to pay for the “service “ they claim to have completed. They call me and harass me almost every single day saying they will see me in court, and that they are sending the bill to collections. They are scam artists and need to be stopped immediately. I don’t want to see this happen to anyone else.

  

  Business response

  09/30/2024

  We have investigated this challenge very thoroughly and we are confident that we did perform a house wash on this customer's property. We have GPS time stamps and other documentation that confirms that we were at the property and did perform a house wash as requested by the customer. That being said, in order to come to a timely resolution to this challenge we will adjust the bill down to $0.00 as a show of good faith and consider this to be resolved.

  Customer response

  10/08/2024

  I do accept the response from this registered business that they will appropriately adjust the bill to $0 as no service was agreed upon or performed.  I would recommend that the BBB investigate deeply into the business operations of this company as I believe they operate as scammers based on my interactions with the company.  When we called to request service they tried to demand a form of payment upfront and then several months later after no contact a member of their criminal organization placed a sign at the bottom of my driveway and drove away and claimed to have washed my home without ever entering on the property or ringing the doorbell and the house clearly was not washed.  Luckily we had refused to provide a form of payment up front.  This organization then made numerous attempts with threatening phone calls and letters to attempt criminal extortion including threats to turn over the bill to a collection agency and file litigation in court.  

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Power *************** was completed on 6/10/2024 to our home. Following the visit from the technician there was substantial damage to outdoor furniture and cushions. The cushions and outdoor rugs were left soaked and covered in mulch that had been kicked up from our flower beds. Upon arriving home we were left with hours of cleaning up. The technician was unprofessional and didn't remove furniture from front porch before power washing. I called customer service to file a formal complaint in which I provided pictures of the furniture, etc. prior to us cleaning. They have been less than responsive and now are asking for full payment on the work. They have indicated that if they don't receive payment by 9/20/24 then they will turn us over to a debt collection agency. I spoke with customer service manager on 9/17/24 that acknowledged their mishandling of the situation but still asked for us to pay for the service. Nothing has been resolved up to this point.

  

  Business response

  09/26/2024

  We apologize for any perceived inconvenience. After investigating this challenge are are confident that we did not damage this customers furniture. Pictures from the customer clearly indicate that the outdoor furniture was simply wet after our service and not actually damaged. We have made attempts to work with the customer on alternative resolutions but they were not accepted by the customer and they have failed to provide us with any legitimate proof that anything was irreparably damaged. Perfect Power wash does not believe replacement of the furniture to be necessary and consider this challenge to be resolved to the best of our ability. Thank you for your understanding.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Perfect Power Wash on 09/09/2024 to have the outside of my townhouse cleaned front and back including the front which is brick. I discussed with their representative that I needed the window shutter oxidation cleaned from the brick or I was going to be fined by the homeowner's association. They assured me they could do this. They provided an estimate to do the washing. They came to my house the next day. Their service person showed on my back door camera. My front Ring camera never showed them washing the front of the house. When I returned home, the window shutter oxidation was NOT removed from the brick whatsoever. I've now contacted the company three times to determine if they were going to rectify the situation or if they were going to not charge me and I find someone else. They have not gotten back to me at all and now the charge hit my credit card after multiple attempts to contact them.

  

  Business response

  09/13/2024

  We apologize for any confusion but we do record all of our calls and after listening to the call associated with this service we believe the statements of the customer to be inaccurate. The customer asks if we clean shudders to which the sales rep explains that we do but the customer does not mention the oxidation issue nor the home owners association concern at any point during the 6 minute phone call we have. Proper expectations were set by our team and an estimate with a thorough description of the services was also emailed to and signed off on by the customer as well. (I have attached that signed estimate for review)  We do believe the customer is mistaken and we are confident that we have performed our process to the best of our ability. Thank you for your understanding.

  Customer response

  09/13/2024

   I am rejecting this response because:

  the Window shutter oxidation that needed to be removed from the brick was definitely discussed with their company either in my initial email to them or on the phone call.  I’m fairly certain it was discussed in both.  I made it very clear what I needed to have done because I got a written notice from my homeowners association that the oxidation needs to be removed from the brick or I will be fined.  

   

  
  

  

  Business response

  09/13/2024

  Again, we apologize for any confusion but we do not have any communication from the customer that specifically mentions oxidation from the shudders on his brick nor does he mention anything about his home owners association. Our process removes mold, mildew, algae, and some surface contaminants but unfortunately oxidation is not one of those things. Therefor, we would not have set any expectations that we could remove oxidation and we have recorded phone calls and signed estimates to confirm this. We have checked all emails and phone calls associated with this service and are confident in our original assessment that proper expectations were set and our service was done to the best of our ability. Thank you for your understanding.

  Customer response

  09/13/2024

   I am rejecting this response because:
  
  That is absolutely not true whatsoever.  It was discussed as it was fresh on my mind because I had just received the letter from the homeowners association.  I did not have a 6 minute phone conversation (per your comment) and not discuss the window shutter oxidation.  Totally not true.

  we can take this one step further.  I have cameras on my front and back doors.  The back door camera recorded you technician being onsite in the back for 10 minutes.  The front door ring camera only recorded your technician ringing my doorbell.  It never recorded him working in the front of my house which makes no sense.  Your technician was also supposed to send me pictures after the work was done per his text and he never did.  
  

  I have an exposed hose bib which he used on the back of my house.  I do not have an exposed hose bib on the front outside.  I discussed that during the initial call as well.  They said it wouldn’t be a problem but I suspect it was. 

  
  

• Initial Complaint

  09/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Price was overcharged. Landscaping plates including ornamental trees were nearly destroyed.Front porch furniture was left out in the yard.Back porch furniture move all around and left that way. Dirt was all over the house, walks and parts of the porches. **************** will not respond to any emails or verbal communications.

  

  Business response

  09/17/2024

  We have reached out to the customer to fully understand their concerns and are now working together to resolve the concerns to the best of our ability. We have come to an understanding and we will be continuing to work with the customer to reach a higher level of satisfaction and resolve this challenge. 

  Customer response

  09/28/2024

  [[BBB transcription via email]]

  
  This should NOT be closed. The company did contact me, only after I complained to BBB, and offered a partial refund. I accepted that but as of this email I have not received the refund of $425. I do NOT want this closed as they still have not resolved my issue.
  
  
  
  Thanks
  
  -***** ******

  

  Business response

  10/03/2024

  We have looked into the status of the customers refund and it should be back into the account we have on file for the customer over the next few business days depending on their bank. As previously stated we do consider this challenge resolved as we have issued the refund on our end but it is up to the customer's bank when that will reflect in their statement. Thank you for your understanding. 

  Customer response

  10/04/2024

  I have received the agreed on amount of a partial refund. However, I want it on the record that they are to contact me in the Spring of 2025 to review how well the landscape plants recovered. Most of them including some landscape trees that are more than ten years old died within a fews and weeks after they performed the work. We will not know the extent of the damage until spring of 2025.

  Customer response

  10/04/2024

   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.

   

  NOTE: I did receive a partial refund but they also agreed to contact me this spring to review any permanent damage to the landscape. I provided pictures and we will have to see if the plant life recovers in the spring of 2025.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I wasn&#**;t aware that I was signed up for any sort of membership, but I got a call from the business saying that I needed to set up an appointment for my annual service. I told them I wasn&#**;t interested 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 or whatever, and that&#**;s a couple hundred dollars for services that I am not getting and don&#**;t need.

  

  Business response

  08/27/2024

  While we maintain that the 25% cancelation fee was charged to the customer correctly in accordance with our annual membership agreement that is explained and signed off on by the customer, in order to come to a timely resolution to this challenge we will waive the cancelation fee and consider this resolved. 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company provided us with washing service initially on 6.12.23. We were given an invoice that included a charge for the amount of service but did not indicate on that invoice that we had also paid for and/or joined the ‘membership’ program. There is a tagline at the top of the invoice that reads ‘Don't forget to ask us about our Annual Maintenance Plan!’ The original invoice #is *********. Over the last month (primarily in July 2024), we have received multiple phone calls and texts to schedule an additional service. We attempted to respond multiple times by phone to the company that we were not interested at this time, and approximately 5 attempted phone calls resulted in being connected to a recording and not an actual person. When we finally reached a representative, they told us that we had signed up for a membership, and that we only had until this past March of 2024 to cancel, otherwise our only options were to pay for and receive the roof/siding power wash service again at its regular price or be charged a cancellation fee of $105. As of today, we have received three additional emails. One indicates that a technician will be here within 7 days to service the house. A second email includes an invoice (#*********) for a $105 cancellation fee which is dated yesterday and indicates a due date of today, 8.8.24. A third email provides an electronic link to pay the $105. Regardless of our request to dissolve any business with this company, we are being charged for services not rendered and were told that we had no other option because we didn’t notify them over 4 months ago and had no knowledge of. We are extremely concerned now that a technician will show based on the email received this morning and we will be pressured into paying for a full service as the email states “you don’t need to be home for the service.” This is cause for additional concern that we will be pressed into paying even more for a service that we do not want or need at this time.

  

  Business response

  08/16/2024

  Perfect Power Wash maintains that the cancelation fee was applied to the customer in accordance with our annual membership program that clearly states the cancelation cut off date of March 16th when the customer signs up for the program. The program is free to sign up and is meant as a way to help the customer save money over time. The only requirement of the program is that if the customer wants to change or cancel their membership we ask them to do so before March 16th or a small 25% cancelation fee is assessed. The membership for this customer has been confirmed canceled though, and we can also clarify that no other work will be done at the customer's property moving forward unless they request it from us. 

*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. ↩