Below is a sequence of events related to my requested gutter cleaning at my primary residence in MA.
– Gutter cleaning requested for scheduling last fall; finally was performed in January
– Following initial service, I followed up, as corner by garage was still clogged & overflowing
– 2nd appointment for service made / performed on 4/12
– Followed up, as same corner was still clogged & overflowing; provided photos to email address showing water backup
– After a week of no response from Ned’s, I called back and was told that I was given the wrong email address and was advised to forward the photos to a different address, which I did
– 3rd appointment for service made / performed on 4/25. During the maintenance, crew member informed me that there was a small leak by the corner and that it would require a small amount of silicone sealant, and would be free of change. This would be reflected in the follow-up maintenance report
– Janelle had aligned on calling me to review this info at 1:30pm on 4/26
– By 2pm, since I did not receive a call, I called Ned’s and was connected with Tim. Tim reviewed the report and provided the feedback that the 45′ run with two corners would need to be replaced at a cost of over $1k. I asked how that cost was determined, at which time, Tim took a moment and said that it appeared to be an error, and the true cost should be $600+.
– When I asked why this service was not recommended after either of the previous appointments in January and April 12, Tim was not able to provide an explanation.
– I declined the “recommended” service and cancelled my upcoming service scheduled for the end of November.
I ask that you look at this from a customer’s perspective and question why I would ever trust Ned’s to perform my gutter cleaning again. It took 3 times for the requested work to be completed, had less than stellar customer service at times, and most concerning… an estimate for service that was (1) oddly “missed” during the first 2 visits, (2) contradictory to what the service crew said would be a minor / free patch repair, and (3) grossly over estimated and the estimate was only corrected when I asked how that cost was determined. The events above exemplify an organization where service members / staff are incompetent or dishonest (or both). Ned’s has lost me as a customer.
Response from the owner
Hi, Brien. I tried to contact you regarding this review. Please give me a call back at 800-542-0267 to discuss your concerns. – Shane McDonough