Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/07/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. It is unfortunately full of lies. 
  "The windows in question had clearly not been opened or properly maintained in years, as evidenced by the attached photos showing years of accumulated grime and paint deterioration."
  This is false. As I have repeatedly told the company, the damage was not present before their arrival. I took clear before and after photos because of the poor experience the neighbors they serviced before me communicated with the building about. The grime present is a result of the ********** that happened just before the date of service and they left that grime-filled water to soak into the bottom of the window because the technician that came did not bring clean towels. 
  
  "We promptly offered to return to inspect and address any alleged issues"
  This is false, their first offer to send someone back came on Monday June 2nd, over a week after the initial visit. By that point all the units in our building had finished the job and cleaned up their mess. 
  
  "the customer withheld payment for over two months, despite repeated follow-ups from our team"
  They should check the calendar and the date on the invoice they sent over which was 06/16/2025. It has not been two months, it has barely been one month. Furthermore, the only party that has been repeatedly following up has been me. Several emails of mine were ignored or received delayed responses. 
  
  "unilaterally demand a 40% reduction in the agreed-upon price"
  Email records show that I first asked **** to provide an amount that they felt was appropriate. My final email to them, which was not responded to said this "If theres another amount you feel is appropriate to settle this matter fairly, Im open to hearing it." This was no unilateral demand. 

  While this company continues to dodge responsibility for their poor customer service, low quality work provided to multiple units that day and the dirty water left behind that caused damage to my windows, I will accept this response because the invoice dispute has been resolved. This company's BBB history and online reviews demonstrate a clear lack of accountability on their part to ever own up to any mistake and I hope that future customers have a better experience resolving issues than I have had. 
  Sincerely,
  
  **** ********

  through our place in ~40 mins. Last year it took 34 hrs."Despite ***** claims about delayed noticed of issues, we were in constant contact with them about the issues on the day of service. Follow-ups with photo documentation continued through 6/5, when residents declined their offer to return because it came too late and we had already done the cleanup.I emailed PTWC on 6/9 to request a new invoice. On 6/17, they finally replied but ignored quality complaints and claimed the damage was wear and tear. I sent photo evidence (before and after photos of my windows) and offered to pay $150. They demanded full payment.On Saturday 6/21, they sent a technician to our building unannounced at 8am. He had to be asked to leave multiple times.On 6/30 I again offered $150. On 7/1 they rejected it and threatened escalation if I did not pay the full invoice. I replied that day reiterating the quality issues our whole building experienced and my offer. They never responded.

  

  Business Response

  Date: 07/09/2025

  We strongly disagree with the characterization of events in this complaint.
  On May 23, 2025, PTWC provided window cleaning services to a 7-unit building. Our technician ****, who has been with us for over 20 years and rarelyif everreceives complaints, was the sole technician on site. While we understand that no service is immune to critique, the volume and intensity of the feedback we received in this case was excessive and, in our opinion, unfounded.
  The windows in question had clearly not been opened or properly maintained in years, as evidenced by the attached photos showing years of accumulated grime and paint deterioration. Claims that our technician caused paint damage or left windows filthy to the touch do not align with either our cleaning process or the condition of the windows before we arrived.
  We promptly offered to return to inspect and address any alleged issues. That offer was refused. Instead, the customer withheld payment for over two months, despite repeated follow-ups from our team. When the customer finally responded, it was not to resolve the issue collaboratively, but to unilaterally demand a 40% reduction in the agreed-upon price.
  This is not how professional service engagements are handled. We made every reasonable effort to resolve concerns, including offering a return visit and engaging in multiple rounds of communication. Those efforts were met with hostility and ultimately, a reduced payment that was neither discussed in advance nor agreed upon by us.
  We are attaching photos that clearly show the state of the windows, supporting our position that the claims made are exaggerated or misdirected. We deeply regret taking on this project and working with individuals who were not prepared to approach concerns in good faith or honor the terms of a service agreement.
  PTWC stands by the quality of our work and the integrity of our team. This matter is now closed on our end.
  Sincerely,

  Prime Time Window Cleaning

• Initial Complaint

  Date:04/26/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep getting spam texts from them. I have never had interaction with this company before. They have sent me 5 spam messages in 4 days. Ex: Hi *****, Prime Time Window Cleaning *** here. Haven't heard back - No worries! Just let us know if you're still needing help with your window cleaning, gutter cleaning, or pressure washing ********** name is not ***** either.

  

  Business Response

  Date: 06/04/2025

  They must have submitted an inquiry online requesting services, either way, they have been moved from our database.  Hope we didn't ruin their day. 

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used Prime Time Gutter Cleaning for about 4 years. Ive always been quoted for a two story gutter cleaning. Recently, I made an appointment on November 2, 2024 for gutter cleaning on November 30, 2024 and received an invoice in the amount of $212.00, which is consistent with what Ive been paying for the past few years. The technician did not come on November 30, 2024 and didnt notify me that they would not be coming. After calling the office, they said they would send someone out the same day. When the technician arrived, he stated the price would be $325.00, although my invoice stated $212.00. He stated the reason was the invoice they sent was not calculated correctly. I called the office and the manager ********* ******** stated they would not honor my invoice or the price Ive been paying for four years as they made a mistake for the past four years in the invoice. When told this was unfair to me as the client, she stated she could charge $250.00, which is still not the price quoted on the written invoice. I was never notified about any incorrect pricing or changes until December 2, 2024, which is the day they came to do the service.

  

  Business Response

  Date: 01/17/2025

  Dear Ms. **************** you for allowing us the opportunity to address your concerns regarding the gutter cleaning service we provided. We strive to ensure every customer feels satisfied with our work and the resolution of any concerns they may have.
  We apologize for the delay in reaching out, as it is currently our off-season, and our response times may be longer than usual. We appreciate your patience and understanding.
  We understand that the pricing adjustment and the complexity of your propertys gutter cleaning were points of contention. Despite the challenges involved, we were committed to finding a resolution that worked for you and agreed to complete the service at the price you felt was fair, as part of our mutual agreement to resolve the situation.
  Our team worked diligently to clean your gutters thoroughly, utilizing specialized equipment to ensure the highest standard of service. We also provided before-and-after photos as evidence of the quality and care put into the work.
  We kindly remind you of the agreement made to remove your complaint upon completion of the service. Upholding such commitments helps ensure positive and trusting relationships between us and our valued customers.
  If there is any way we can assist in facilitating the removal of the complaint or if there are additional steps youd like us to take to resolve your concerns further, please do not hesitate to reach out. Our goal remains to deliver exceptional service and maintain open, respectful communication with all our clients.
  Thank you for your attention, and we hope to resolve this matter amicably.
  Kindest regards,
  ******* ****
  Prime Time Window Cleaning, Inc.

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21589566
  
  I am rejecting this response because every time I have called them back they say I've been removed from their list but that has been going on for 3 years so I do not trust it is true. :
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/22/2024

  We removed this customers inforamtion from our system.  Not sure why they would be getting a call from us.  

• Initial Complaint

  Date:02/21/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 20, **** - Made an appointment for gutter cleaning for this date. Explained I would not be home until around noon. Appointment was scheduled for between 12:00 and 2:00pm. I left home around 9:30am and arrived back at exactly 11:40am. The crew had already been there although no notice, etc was left at my door nor anywhere else. Later that day I received an email stating an invoice was attached - but there was no attachment. It also said my credit card had been charged for $247.20. I did not authorize that payment nor was I asked at the time I made the appointment. I expected to be home to make payment. I did not expect my credit card to be charged without my permission. This charge was also almost $100 more than I was charged for the same service last year. When I complained I was told "extra" services had been performed. Again, I was not there to approve that. I should also note that the "invoice" email was received at 11:52am. After I called to complain and ask for an explanation - about 1:00pm - I then received another email from Primetime - time stamped 4:09pm - confirming an appointment for between 8:00am and 10:00am. Apparently they are trying to cover their behinds by confirming an fraudulent appointment five hours after it had already taken place. I did not approve this extra service, I did not authorize them to charge my credit card, I was not present to observe and approve the service. I have entered a dispute with my credit card company and will not authorize any payment until this is resolved. I consider using a credit card without permission or authorization a criminal act. If I have to I will file a police report.

• Initial Complaint

  Date:12/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October, I contacted this company for gutter cleaning. Two issues arose: firstly, the scheduled service was disrupted by weather, with no notice of the technician's absence. Despite not rescheduling, they set new dates without permission. Secondly, they invoiced me for an uncompleted service, and my attempts to communicate this remain unresolved through email and calls.

• Initial Complaint

  Date:06/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Incomplete job after 5 scheduled attempts. After additional effort made to get management on the phone to discuss price adjustment re: incomplete job and request for call back to resolve the issue, no response given but continue to receive invoices with incorrect amount. Seeking price adjustment as 9 windows were eliminated from initial job, and few window ***** were wiped by hand, however the final bill is much more than what was initially quoted and less service was rendered. Had also requested additional services (screen cleaning, external sill cleaning) during an appointment scheduled 6/3 to correct what was originally missed, but decided against it after the company did not show up during the discussed window and has only been able to keep their scheduled appointment time in 1 of 5 appointments which were scheduled. I no longer seek a correction as Im not interested in working with them, solely a price adjustment. *Note, at one point the window cleaner ******* phoned me saying he was 20 minutes away, can I come now, on an unscheduled date/time to correct the missed windows, however I have small children and this would have interrupted our evening as he had missed several windows within the childrens bedrooms, and there was already an appt scheduled for the next morning (which was not kept).

  

  Business Response

  Date: 06/28/2023

  To whom it may concern,
  The pictures ************** sent were of her window tracks which were not included in the requested work order.
  We would have been more than happy to clean the tracks for an additional charge as it takes more time.
  We tried to go back numerous time to address ****************** concerns and to see which windows were supposedly missed she declined.
  We finally got in contact with ************** and we refunded her $60 as a courtesy.  Hopefully this resolves her concerns and we can move on and close out this complaint.

   

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Set up appointment for house window Cleaning. This company cleaned windows For wrong house address. This company Called me or texted me for payment At least 5 times. I clearly stated they Cleaned windows on WRONG HOME. Told them to please leave me alone!!I just received another text from them On 4/07/23. Again asking them not To contact me after 8 months since initial Contact. Once they get your phone number Or email. You will learn very quickly what The definition of a stalker. No means No.

  

  Business Response

  Date: 05/04/2023

  ****************** set up an appointment with us for exterior window cleaning.  He gave us the wrong address and our technicians went to the wrong house and cleaned the exterior windows for another customer.  When we called ****************** to explain what happened he started screaming and hung up on **.  Since then he has been on our normal e-mail distribution list which he can simply unsubscribe at anytime. 

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 19623980
  
  I am rejecting this response because: I literally had to go to the police to get ********* to stop calling and texting and harrassing me. He phoned me SEVEN times in under 15 minutes after I posted my complaint here. The last text message he sent (attached) sounded very threatening. If he believes I am slandering him, I invite him to get his "proof" together and take me to court. I regret deeply that I did not read the MANY MANY bad reviews this company had already received. Why do they still have an A rating with the BBB?
  
  Sincerely,
  
  *************************move the review including instructions from Thumbtack on how to do so, AFTER I told him again to stop contacting me. He learned I am recently widowed, and of course now he has my address & as he cannot stop harrassing me, I am fearful that he may come to my home.

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19623980
  
  I am rejecting this response because: it is packed with lies. The only true thing in this response is that I mentioned I was widowed - in DECEMBER of 2022, months before I called this company. But taking advantage of widows seems right up this company's alley. Reminder: I had to contact the police to get ********* to stop contacting me. *** **** does not have any insight as to the state of the cleanliness in my house, as HE was never at my house, and his rep was not permitted inside. I will not dignify that stupid comment further except to say that I have had a weekly housekeeping service since 1999.
  

  The BBB has copies of the harrassing texts, emails, and Thumbtack responses that were sent to me, and can look at other reviews of this company. At this point the only response I will accept is a *sincere* apology in which ************ apologizes for his conduct, the conduct of his whiny rep who had a tantrum about my not accepting his much-inflated estimate, and an apology for his untrue and catty comments about me as a person.
  
  Sincerely,
  
  *************************