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:10/09/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We hired Window Genie of Franklin, ** to pressure wash our pool and deck areas. They performed the large job in two visits. On August 7, 2025, the crew washed the pool deck. On August 11, 2025, the same two workers washed the wood deck where our outdoor furniture was located. During the August 11 visit, Window Genie of Franklin destroyed multiple outdoor cushions by spraying them directly with a pressure washer. Total invoice paid to Window Genie at completion of job on August 11 was $1,025.00.Timeline:Aug 7: Pool deck washed; minor damage occurred (no reimbursement requested).Aug 11: Wood deck washed; outdoor cushions destroyed by pressure washer.Aug 12Sept 5: We called Window Genie of Franklin multiple times with no returned calls; the business responded only after we called from a different number.Sept 5: We emailed owner **** ***** photos, a description of the incident, and a $273.72 receipt for replacement cushions purchased from ******** (the least expensive option available) requesting reimbursement by Sept 12.Sept 6: Mr. ***** acknowledged receipt and said he would review with the team.Sept 1217: No response; we sent follow-ups and a final notice of intent to file a BBB complaint.Sept 17: Mr. ***** cited family matters and promised a response by Sept 22.Sept 26: Mr. ***** finally responded and offered a DISCOUNT off future services, denying responsibility and declining to refund us for our hard cost of replacing damaged property.Oct 8: We declined this discount as unacceptable, noting the obvious cause of the damage and our security footage of the incident. Mr. ***** has never returned to our home to inspect the damage. Having exhausted all reasonable efforts to resolve the issue with Window Genie, we disputed the $273.72 amount with our credit card company on October 8, 2025.

  Customer Answer

  Date: 11/02/2025

  The business failed to respond to my detailed complaint.OK but why doesnt the complaint show up under the business profile? Please advise?

  Customer Answer

  Date: 11/02/2025

  To whom it may concern at BBB. I did not see a way to respond electronically to your message, so Im copying and pasting into this document.
  
  Sent: 10/19/2025 7:36:00 PM
  From:
  BBB of Middle Tennessee & *****************
  To:
  ******** ***********
  Subject:
  A message from your BBB
  ******** ***********
  ********************
  Franklin,TN37067
  Dear ******** ***********:
  This message is in regard to your complaint submitted on 10/9/2025 against Window Genie of Franklin.  Your complaint was assigned ID ********. 
  You recently requested our help concerning a dispute with the company named above. The company has not responded to us to date.  We are continuing to try to contact the company to obtain a response to your concern.
  If you have heard from the company please email us at
  ************************************* or send us a letter letting us know if you have heard from Window Genie of Franklin.
  Have you heard from the company?  
   NO

  
  Are you satisfied with the company's efforts to resolve this matter?   Yes      No
  NO
  
  If not, please explain.
  
  Comments: 
  The company did not try to resolve the complaint.
  ____________________________________________________________________________
  _____________________________________________________________________________
  _____________________________________________________________________________
  _____________________________________________________________________________
  _____________________________________________________________________________
  
  Your Signature:______________________________________ Date _____11/2/2025_
  
  Thank you for using BBB's Marketplace Services.
  Sincerely,
  
  ******** *******
  The consumer provided the following when submitting the Complaint to BBB
   WalmartCushionreplacementreceipt.pdf
   SecurityCameraAug11.png
   PressureWashdamage4.jpeg
   PressureWashdamage3.jpeg
   PressureWashdamage2.jpeg
   PressureWashdamage1.jpeg
   EmailCorrespondencewithKyleMills.pdf
  View Communication History for this Complaint
  What is the next step?
  The company failed to respond either to you or Better Business Bureau regarding the complaint filed, and so BBB has closed the complaint.
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