ComplaintsforDeja View Window Washing

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Deja **** targeted me via a text message campaign saying they can wash windows and clean dryer vents. We responded saying we would like our dryer vent cleaned and even confirmed via text that they could clean it out with it on the roof. After some back and forth we decided to add some window washing to the project but the main project was to have the dryer vent cleaned. They arrived, cleaned the windows and then informed us that they could not clean the dryer vent. We would have went with another company had we known that they could not clean our dryer vent. They did not inform us that they could not clean the dryer vent until all the windows were washed. They should have let us know right away rather than continuing to work on the windows. When talking with the sales manager ****, the final response was pay your bill in a threatening tone and he hung up. I was misled on there services and now will have trouble finding someone to just clean the dryer vent since it will be a smaller project. I am seeking help with a discount on the windows to offset the premium we will now have to pay since the job will be smaller.

  Business response

  08/14/2024

  This response is in regard to an unfounded accusation that lacks merit which will be demonstrated herein. To begin, the accusation the ************** was "targeted" is a misrepresentation.  We did send the complainant at text message (screenshot #4 attached) offering our services as we had openings in our schedule (which is rare for us to have openings during the summer) so we offered to schedule customers if they choose to proceed and take advantage of our open schedule.  Scheduling one particular service was not contingent upon scheduling any other service it was simply an offer to take advantage of our open schedule. We have sent a total of (2) text messages making an offer (screenshot #4) to provide services since he became a customer on 5/17/21 - 6/17/21 which is all demonstrated via the attached screenshot history of text messages. So in more than three years he was sent two text messages offering services. So it is dishonest to claim we engaged in some form of "targeting" as was misrepresented by *************. Another inaccuracy is to claim we are attempting to collect $619.00.  The amount owed is $444.00. (attached invoice # *****) This was explained to ************* via voicemail, text, (attached screenshot # 2) and verbally over the phone. ***************** dryer vent is located on the roof of his home.  His vent is mere inched from his solar panels and is aimed directly at his solar panels. This obstruction ( attached image1(5)) does not allow for proper cleaning of the dryer vent system as it obstructs from gaining access and the use of our tools. This was also explained on site by the technician, voicemail message, text message and verbally over the phone. As we operate honestly and with integrity we informed the customer we could not effectively clean his dryer vent system due to this obstruction.  Because we take fire prevention and fire safely very seriously we were not comfortable doing an incomplete job. If we were a disreputable company we could have hid the fact that it could not be performed completely and charged the customer in full, but we did not do that. We were honest and explained the situation, offered advice on how the fix the obstruction, and offered to return to complete job.  In addition, because we did not do the dryer vent cleaning we removed that charge/fee/line item cost of $200.00.  We also gave a discount of $39.95 and did not charge for the dryer vent inspection fee.  There was nothing misleading about this.  ************** did not add the windows "at some point" later as he insinuates, this is all plain to see in the text exchanges.(attached screenshot #1 ). ************* requested both service simultaneously stating - "we are interested in windows and dryer vent cleaning"  (attached screenshot #1)  and was then provided and upfront estimate for both services to which ************* agreed upon and scheduled an appointment. It was his own choice to agree upon and schedule both services.  There was no coercion or any "bait an switch" offer, this situation comes nowhere close to the definition of "bait and switch".  ***************** dryer vent situation/obstruction is extremely unique and rare - we have cleaned thousands of dryer vents and have never seen solar panels obstructing a dryer vent in this manner.  So it is not reasonable to expect us to foresee this in advance. Furthermore because we operate with honesty and integrity we did not charge for the dryer vent cleaning service as it wasn't performed. We also gave a $39.95 discount and did not charge for our inspection.  Therefore since we did not charge for the dryer vent cleaning or the inspection, we only expect payment for the services rendered which ************* requested of his own free will, agreed to and proceeded to receive. Because we could not perform one service does not mean he is excused or exempt from paying for the service he did receive. The discounted and fair payment due is $444.00 for window cleaning services rendered.

• Initial Complaint

  07/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a terrible experience with this company. I had to call the police 2 times. They tore a piece of L shaped roof flashing off my roof. My renter sent me a picture and said they took this piece from my roof. I called and asked why this was removed from my roof. They tried to make up a story that it was a gutter and cursed at me. They threatened to come back to my home and do something to my house when I confronted them after calling me curse words. Asked if they had photos or if they tried to contact me about it. They said they did not. My renter also said his bicycle was removed from the home after they left.I would like my roof flashing put back correctly. Return of my renters bike if they have it.

  Business response

  07/27/2023

  There are some major issues with the validity of this complaint.  There were two mistakes made on our end that I will concede.  It would have been better if we took some pictures or notified the customer of the dis-repair and the poor state of his property.  But there is no obligation for us to do so.  It is the property owner's sole responsibility to properly maintain his property.  This is not the responsibility of Deja **** or any other third party.  
  

  First it must be stated that this property is, in our view and by any reasonable standard, in serious dis-repair, and the piece of wood/flashing was clearly not "ripped off the side of the home" by us at all.  It was loosely resting on the roof itself and posed a  risk of injury to our crew, or anyone else, including the owner and his tenants were it to be blown off by wind or if it fell towards the ground by some other means.  We removed it from its place lying on the roof and placed it against the home so as to avoid any possible injuries and so as to make the customer aware.

  
  Deja **** has hundreds of happy customers and five star reviews, who and or which can attest to our great level of customer service and the good deeds we do, as in this case, going out of the way to help our customers which is what we did here.  There is absolutely zero benefit provided to us to remove the piece from its proper place or to pry it off the side of the house, zero benefit.  We also do not have the tools in any of our work trucks that would be capable and or needed to do what has been alleged.  We have no pry-bars, hammers, saws etc. or any power tools that would be needed/required to remove the item in question, if it was in its proper place and safely and securely attached which it clearly was not.  It is not possible at all that what is alleged is what actually occurred.
  
  Also this was not an employee who was on his first day, week, or year with Deja ****. The owner, who has 20+ years of experience and whose livelihood solely depends on providing outstanding service to our customers, was the technician on this job. He is highly honorable and respected, and takes responsibility for his own work and for that of our other team members. The accusation by the complainant of needing to call the police twice and or of any perceived threats are also unnecessary and without basis.  We did offer to return, but not as some form of threat but to try and remedy the situation only, and any suggestion to frame this offer otherwise is completely false. To be clear, any attempt by the complainant to frame this offer to return as anything other than an offer to rectify the situation as a threat is patently false and highly offensive.

  In addition, If the police were called, it is prudent to assume they, as we do, see no legally justifiable reason for doing so, and there is no basis or standing criminally or legally for this frivolous complaint, as we've received no correspondence from any law enforcement agencies to date regarding this complaint.  The accusation of theft is also patently false and egregious in its attempt to correlate.  I can assure you we have no need for any bicycles or feel any need to enact any criminal retribution towards the complainant let alone the uninvolved tenant.   This accusation is absurd and bordering on, if not willful slander which I would highly advise against putting forward unless there is some substantiating evidence. Simply put there is absolutely no basis in reality to the claim. 
  
  Our honest and usually appreciated attempt to help, has now been turned against us as a result of the ignorance by the complainant regarding the dis-repair of his property or as some weak attempt to shift the blame/responsibility of this property owner to properly maintain his rental property. The property owner has not attempted to, nor has he been asked to pay the outstanding balance for the gutter cleaning we did perform that day.
  
  

*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. ↩