When we called to make an appointment, we told the scheduler that we have awning gutters. The reply was that this would not be a problem. We made an appointment. The team arrived to clean our gutters. Suddenly, they were gone and the awning facia plates on the southwest of the home were lying on the ground and they did not talk to us about this, they just left. The big question is- did they do this? I took pictures and I immediately called the 888 number. The man said to send the pictures to the email and he would talk to the team to determine the situation. We did not hear back from him that day. This morning someone calls and said that he did not get any information from the team. His answers were very vague and evasive when we pushed for more specific information. We determined that the policy is for the team to not talk to the customer, rather, they leave a door hanger placard on the front door handle for the customer to call and find out what the problem is. He is not able to explain why the fascia plates are off of the house and lying on the ground. Their policy about the team not talking to the customer is not right. Communication is everything in business! If they are not able to clean our gutters I would like to have that explained to us up front. And there should have been some mention in their report about the fascia plates needing to be repaired. For the fact that we informed them that we have awning gutters [the scheduler said was not a problem and that they later said they cannot clean] and then the poor communication and policy of dealing with customers in this way, I have to give them 1 star. If I could give less stars I would.
Ned Stevens Gutter Cleaning & General Contracting, Inc. Response
11/02/2021
Every gutter system is different, if we could perform the job we would have. The customer did indicate that the *********************** were attached to the home but that doesn’t always mean the job can’t be completed. I’m very sorry for the inconvenience but we are an honest and reputable company that was just trying to do what is best for the customer.