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Description

This business offers residential and commercial window cleaning services. In addition, Window Genie offers window tinting, window film, house washing, gutter clean-outs, gutter repairs, concrete cleaning and sealing, deck cleaning and staining services.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Window Genie of Cincinnati meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Window Genie of Cincinnati include:

  • Length of time business has been operating

Factors that raised the rating for Window Genie of Cincinnati include:

  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Window Genie of Cincinnati
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: September 23, 2010 Business started: 09/01/2010 in OH Business incorporated: 08/25/2010 in OH
Type of Entity

Franchisee Window Genie of Cincinnati is a Franchise business of Franchisor Window Genie

Business Management
Mr. Mark Junkerman, Owner
Contact Information
Principal: Mr. Mark Junkerman, Owner
Business Category

Window Cleaning Concrete Curing & Treating Materials Gutter Cleaning Deck Cleaning and Waterproofing Window Tinting & Coating - Residential Concrete - Restoration, Sealing & Cleaning Window Tinting & Coating - Commercial Pressure Washing

Products & Services

Window Genie of Cincinnati sells the following brand(s): Decorative Films, Huper Optics window films, Llumar Window Films, SunTek Window Films, Window Genie Glass Cleaner

Window Genie of Cincinnati offers the following product(s): Huper Optik Window Film, SunTek window films

Hours of Operation
Varies
Method(s) of Payment
Visa, MasterCard, Check & Cash
Refund and Exchange Policy
We guarantee our windows to be streak free on all interior and exterior window cleans.
Service Area
Tri State
Alternate Business Names
Window Genie

Additional Locations

  • 40 West Crescentville Road Suite A  

    West Chester, OH 45246 (513) 241-8443 (877) 243-6432 (800) 700-0022

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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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BBB reports on known significant government actions involving business' marketplace conduct.

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Additional Phone Numbers

  • (800) 700-0022(Phone)
  • (877) 243-6432(Phone)
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Complaint Detail(s)

3/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Window Genie cleaned my windows in mid May. They did a great job cleaning the windows, but under one window they scratched a piece of my furniture that I offered to move it(not realizing it was going to be scratched, but that it appeared it might be a hinderance). The gentleman said it was fine. I looked over a handful of windows and they looked great. That evening I realized my nightstand was scratched (less than a year old) I noticed two large scratches were in the top of the furniture. I called the business on numerous occasions. They offered several times to come out and take a look, but never showed. I really just want this repaired right away and tired of wasting time and energy on this fix. Huge dissapointment and they have not won me as a long time customer.

Desired Settlement: I would like a furniture repair person to come and repair my furniture or a replacement (which is really unnecessary), but tired of dealing with it.

Business Response: Response to  customer issue ID *******.

Customer is a 1st time ****** ****** daily deal customer. We cleaned Mrs. ******'s windows on 5/17/12. I had two techs at the site for the window cleaning that day. Mrs. ****** followed the team around and was satisfied with the work. Our policy is to have our work inspected and have customer sign the invoice prior to the team leaving the site. This policy has been the same for 16+ years. Mrs. ****** signed the invoice and the techs moved on to the next job for the day. I received a call the next day or two stating that my team had scratched a piece of furniture when they laid a window down on it. Our policy and training requires: 1) that we don't lay anything down on the customer's furniture; 2) if we have to, we place a towel down to protect it and/or catch the drips; and, 3) we also require our customers to remove any knick knacks or obstacles that may impede our ability to clean (our regular customers know the routine). If something is in the way, we just move on to another window.

I offered to take a look at the situation and we did play some phone tag and missed several opportunities to review the situation. I did leave a message after her vacation that I was in the area with the two techs in question and would be happy to stop by for a look. I didn't get a response but did talk to her on the phone on another date. I told her our policies and that Window Genie is not responsible for scratched furniture and that we do on occasion have to repair broken glass if it's our fault. Mrs. ****** stated that we tilted the window in and laid it on the night stand. The windows in question don't tilt in and my team took the sliders out and laid them on a towel on the floor so as to not get any dirty water on her carpet. My team stated that they never scratched her furniture and that she was with them the whole time. I am not sure what could scratch furniture as our gear is mostly plastic and rubber. We carry our equipment in a protective sleeve on our belts. If we break something, we fix it--that is part of our customer service program. My team has no reason to not own up to what they break. Our policy states that if something happens while on the job that they are to call me immediately to let me know. My team knows they will not be fired for breaking glass, running over mail boxes, bumping fenders or things like that.  I do believe her when she says that she has a scratch.  I just am not sure how it got there.

I did receive a call from Mrs. ****** today and the tension/frustration is starting to build. My office administrator was very offended by the language and tone used as she called my tech a little "P" of a guy (fill in the blank). I did talk to her and stated that I would not be responsible to fix the scratch (that's a risk if we move furniture which is why we do not touch it).  The conversation ended with her hanging up in anger. She has threatened other negative action in the social media world, and I did take offense to her threats. I know cooler heads will prevail.

I don't have any information or recommendation for Mrs. ****** regarding her scratched furniture.

Mark Junkerman

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Please see my comments below highlighted in Blue.

Customer is a 1st time ****** ****** daily deal customer. I've purchased from them prior to this purchase, but yes this is how I became aware of his business and services.  We cleaned Mrs. ******'s windows on 5/17/12. Correct.  I had two techs at the site for the window cleaning that day. Mrs. ****** followed the team around and was satisfied with the work. I checked in on them from time to time, but was not with them the entire time.  Our policy is to have our work inspected and have customer sign the invoice prior to the team leaving the site. I didn't inspect every window, just a handful and didn't check the window area in question prior to them leaving.  I didn't know that I should have inspected every one.  I thought there was some trust if I selected a few randomly.  This policy has been the same for 16+ years. Mrs. ****** signed the invoice and the techs moved on to the next job for the day. I received a call the next day or two stating that my team had scratched a piece of furniture when they laid a window down on it. It was the next day and I stated that when I walked into the room where the scratch occurred, I offered before he started cleaning that window to move the furniture.  He said it would be fine and I never saw a towel laid on the furniture.  Our policy and training requires: 1) that we don't lay anything down on the customer's furniture; 2) if we have to, we place a towel down to protect it and/or catch the drips; and, 3) we also require our customers to remove any knick knacks or obstacles that may impede our ability to clean (our regular customers know the routine). This didn't happen and my intention was to become a regular customer if they did a good job and I was satisfied.  I shouldn't be getting blamed for being a ****** ****** client when his company chose to offer the deal.  If something is in the way, we just move on to another window.  The technician did clean this window and the furniture was right below it. 

 

I offered to take a look at the situation and we did play some phone tag and missed several opportunities to review the situation. Correct.  I did leave a message after her vacation that I was in the area with the two techs in question and would be happy to stop by for a look. He left a message during my travel for work which I told him in advance that I would be out of town and I called him back as soon as I returned home.  I didn't get a response but did talk to her on the phone on another date. This is incorrect.  I had to keep calling him and try to get him to come out.  I told her our policies and that Window Genie is not responsible for scratched furniture and that we do on occasion have to repair broken glass if it's our fault. You are responsible for the scratches made by your techs when they cause the damage.  It is no different than any other kind of damage similiar to broken glass when the client offers to move the furniture out of their way.  Mrs. ****** stated that we tilted the window in and laid it on the night stand. You have to angle the non-tiltable straight windows to get that back into the track.  They are approximately 40 something inches tall.  The windows in question don't tilt in and my team took the sliders out and laid them on a towel on the floor so as to not get any dirty water on her carpet. My team stated that they never scratched her furniture and that she was with them the whole time. They did scratch the furniture and I was not with them the entire time.  As stated earlier, I would check in on them as they were cleaning.  I had to work that day and do so from home. I am not sure what could scratch furniture as our gear is mostly plastic and rubber.  The edges of the windows are very hard plastic and possibly some metal.  To be honest I'm not sure and I'm not an expert at window materials.  We carry our equipment in a protective sleeve on our belts. If we break something, we fix it--that is part of our customer service program. Then why is this not the case now.  Your refusal at this point to even come and look at the issue certainly doesn't follow a good customer service program.  My team has no reason to not own up to what they break. Our policy states that if something happens while on the job that they are to call me immediately to let me know. My team knows they will not be fired for breaking glass, running over mail boxes, bumping fenders or things like that.  I do believe her when she says that she has a scratch.  I just am not sure how it got there.  I told Mr. Junkerman how it got there and he is in denial. 

I did receive a call from Mrs. ****** today and the tension/frustration is starting to build. I did call the office stating that all I wanted was to get my furniture repaired and nothing more.  My office administrator was very offended by the language and tone used as she called my tech a little "P" of a guy (fill in the blank).  I did not call any technician any names.  They were polite and professional (except for the scratch that they caused) while they were in my home.  That is a blatant lie!  I said it was not in my character to be "******", but that is what I felt this situation was making me.  Why can't they own up to what they did and just make it right???  I did talk to her and stated that I would not be responsible to fix the scratch (that's a risk if we move furniture which is why we do not touch it).  If you truly had good customer service we would not be dealing with this issue in this manner.  That is why I offered to move it and your business caused this.  Fix what you break if that is your policy.  The conversation ended with her hanging up in anger. She has threatened other negative action in the social media world, and I did take offense to her threats. I did state that I would share through the other avenues of business resources, in the social media world, and my network of friends and professionals to ensure that no one that I knew would use them.  Potential clients would know that in fact they do not stand behind their policy of "good" customer service.  I know cooler heads will prevail.  Denial is not a "cooler head", only one of ignorance that your company scratched my furniture and you simply don't want to deal with the situation in a true professional manner.

I don't have any information or recommendation for Mrs. ****** regarding her scratched furniture.  You have plenty of information that you are denying or refusing to accept responsibility for.  Therefore, I will continue to share my experiences with as many people as possible that would consider using your business.  My recommendation for you is to hire a furniture repair person to come to my home with you and repair the damage that your technicians caused. 

Regards,

******** ******

 

BBB's Final Determination: Complaint was settled through BBB mediation

BBB Comments: This matter was resolve through BBB mediation.