This issue has been ongoing since August. I contacted *** Stevens because I have used them in the past with no issues. I called to request a gutter cleaning, chimney cap and an issue with a gutter coming down in front of the house, The worker they sent completed the first two issues but did not speak English and could not complete the job because he couldn’t understand me. I called and requested someone who spoke English. In response 2 more crews arrived who did not speak English and did not understand what to do. When I called I was told that the front gutter needed to be replaced and needed 2 downspouts. Since *** Stevens actualiy confirmed by phone that they installed that gutter last year it was still under warranty and there would be no charge.but they would have to order the part. They also agreed to hold the bill until it was complete. On 9/2/23 I recieved an email with a bill and another saying that no further service was scheduled! Important to note that I also lost a better contract on my homeowners insurance because the inspector told me the gutter was pulling away. I am furious! When I called at the end of last month I talked to a manager who said she had a hard time following the notes herself but assured me it would be completed and the downspouts would be installed. Another manager called me a few hours later to tell me that there was nothing wrong with the gutter and nothing would be done. I still have not paid the bill. I once thought *** Stevens to be a reputable company. Not now. There can be no communication between myself and this company because there is such an extreme disconnect among themselves. 20 phone calls result in 20 answers contradicting each other. I would simply like to have this job completed so that I may pay the bill and be done with them. Hopefully I can resolve this matter without turning to the PA **** of ****** Thank you.
Business response
10/06/2023
We sent an install crew to review the job. The work done is perfect, but there is an issue with the customer’s roof. I am happy to have my installation manager meet the customer at her home to go over any issues she is having. We left a message for the customer today via phone call offering this.
Customer response
10/13/2023
Complaint: 20700115
I am rejecting this response because: Again this is more of the same disconnect I have already experienced. I am at a loss to understand how one install crew reports the work “done perfectly and that the issue is with the customers roof” after the previous install crew not only found an existing problem with the “perfect” work but offered solutions and assurance that the work would be completed when the “part” came in. Again I would just like to speak to someone in person who speaks English and can clear this up. I would like to please be provided with a direct contact number and name so that we can resolve this. Thank you.
Regards,
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Customer response
10/13/2023
Complaint: 20700115
I am rejecting this response because: Again this is more of the same disconnect I have already experienced. I am at a loss to understand how one install crew reports the work “done perfectly and that the issue is with the customers roof” after the previous install crew not only found an existing problem with the “perfect” work but offered solutions and assurance that the work would be completed when the “part” came in. Again I would just like to speak to someone in person who speaks English and can clear this up. I would like to please be provided with a direct contact number and name so that we can resolve this. Thank you.
Regards,
*****************************
Customer response
10/13/2023
Complaint: 20700115
I am rejecting this response because: Again this is more of the same disconnect I have already experienced. I am at a loss to understand how one install crew reports the work “done perfectly and that the issue is with the customers roof” after the previous install crew not only found an existing problem with the “perfect” work but offered solutions and assurance that the work would be completed when the “part” came in. Again I would just like to speak to someone in person who speaks English and can clear this up. I would like to please be provided with a direct contact number and name so that we can resolve this. Thank you.
Regards,
*****************************
Business response
11/07/2023
******, a *** Stevens supervisor connected with you yesterday. Solution is an install manager will be at your home on 11/16. Please let us know if any additional action is needed at this time. Thank you.