ON 12/27/21, the technician from this company showed up to clean my gutters, but negligently pulled up my gutter guards damaging them despite the fact that I explicitly told the company that I wanted the gutters to be flushed with water. I immediately called the company and spoke to ***** who stated that the Quality Control team would come back and secure the guards. I made a follow-up call on 1/14/22 speaking to ****** who stated that they would respond within the next few days. Another month passes without resolution; I then sent a Certified letter on 2/17/22 which they received on 2/22/22. They returned to my home but did not fix the problem. I called then speaking to ****** who stated that there was nothing they can do.
Business response
02/28/2022
Our crew performed a gutter guard sweep and did not lift or raise the customer’s ********************** guards. We offered in good faith to send a crew back out to attempt to repair the customers gutter guards. Due to the type of guards and how they have been installed on the home, our team was not able to repair them. It was expressed to the customer that we did not damage the covers and we would send a team to attempt a fix in good faith.
Customer response
02/28/2022
Complaint: 16808895
I am rejecting this response because: They did in fact pull up the gutter guards despite my instructions NOT to do this – They are lying about not doing this; their performance right from the beginning has been a HORROR SHOW as outlined in the attached Certified letter to them.In fact, on 12/27/21 ***** said that they would send a team to re-attach them. They had the nerve to **** my Credit Card after damaging my home.
Regards,
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Business response
03/03/2022
The customer has submitted an estimate of $150 to repair the guards. In good faith to resolve this issue, we will accept that amount if the customer agrees this is resolves the issue at hand.
Customer response
03/12/2022
Complaint: 16808895
I am rejecting this response because: This business did contact me in regard to this and offered to reimburse me for the repair in the amount of $150. This would be fine with me except that they didn’t even perform the service of cleaning out my gutters effectively. I offered to accept that if they would come back and clean the debris from the gutters without damaging my guards, a service which I paid for; they refused to do that. Alternatively, they refunded the cost of the service. Net result: I am back where I started from — gutters filled with debris and a **** for $150 to fix the damage they caused. I will now have to get another company to do the job. I would expect the BBB to retain this file and share with anyone inquiring about this company. They sure don’t deserve a A+ rating; it seems acredidation buys that rating.
Regards,
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Business response
03/29/2022
We did offer and refund the $150 to ****************. The customer has permanently mounted ********************** covers. It was explained to him when he booked that we would do the best we could to service the gutters, but because of the type of covers he has, we cannot guarantee the service.
Customer response
03/29/2022
Complaint: 16808895
I am rejecting this response because: As I stated in my last response, they at first offered to refund the $150 for the repair, but instead refunded the cost of the service, a slightly higher amount. When I first booked this service, I was told that the gutter guards would be NO PROBLEM. They did NOT say that they do not guarantee the service. There is still much debris in the gutters. The end result is debris filled gutters and a $150 **** to repair. While I appreciate the fact that they refunded the cost of the service which was not done satisfactorily, it still leaves me with a **** for the repair which they caused.
Regards,
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