Hi Jacob,
Thank you for sharing your feedback. We’re genuinely sorry to hear that you and Kim felt dissatisfied, especially since Kim confirmed directly with us that the balcony cleaning itself was very good.
To clarify for transparency:
• Spiderproofing always includes a free guarantee revisit, where we return and respray at no cost if spiders come back.
• We offered this revisit immediately, but it was declined.
• Per your request, a full refund for the spiderproofing service was issued right away, even though the guarantee option was available.
Spiderproofing can be less effective on open or highly exposed balconies, which is why the free revisit is part of the service — it allows us to reinforce the treatment when needed.
Regarding communication, we reached out only to clarify the situation, offer support, and provide the guarantee or refund. At no point was there any intent to pressure or harass — just to resolve the concern quickly and professionally.
We stand behind our cleaning, our guarantee, and our customer service. If you ever reconsider and want the guaranteed follow-up spray that was originally offered, we’re happy to provide it at no charge.
- The Balcony Cleaners