We reached out to Ned Stevens because we were experiencing a leak in one of the bedroom ceilings due to a gutter that needed to be repitched and they had great reviews online. When I reached out to them I explained the issue (the gutter is pitched the wrong way, creating a pool right over the bedroom window frame). They talked us into their quarterly gutter cleaning plan. We have to pay on the higher side since we have a Victorian style house that has a weird roof, first story and second story gutters. Understandable. We’re told while they do the cleaning they let us know if they discover any issues, as the sales rep explains, they’ll see the pitching issue and will reach out with a recommendation and quote. Perfect. They’ve “serviced” our house five times now (a full year) and they’ve only left the report “gutters cleaned no additional service necessary.” (Not entirely true. One time they said “service recommended” and when we reached out it was some roof cleaning deal they were trying to sell us on). I’m thinking, maybe I’m wrong about where this leak is coming from every time it rains. Call a contractor and he get the ladder out and gets to that awkward spot where the window is. He confirms it’s 100% the gutter causing the leak and “we should at least start by getting it cleaned, and repitched.” This gutter looks like it hadn’t been cleaned once. There were plants growing in it. I’m annoyed because we really didn’t want the cleaning service, but it felt like a good preventative measure to prevent water damage. AND I paid the higher amount because our roof is a wonky shape, but they’re not getting the hard-to-reach gutters anyway. So I reached out through their “complaint” form online and explained the issue and asked for them to reach out to me. Weeks went by and nothing. So I reached out to the sales rep that signed me up, explained the situation and how I filled out the online complaint form and haven’t heard back. Nothing! They even sent guys over for another cleaning in the middle of all this and continued to charge, of course.
We would’ve given them the money to repitch our gutters, like I asked in the first place. But they didn’t evaluate the gutters like they said they would, they didn’t clean the second level gutters (where I specifically said where the leak issue was) even though I’m paying more money for them to get those hard to reach areas, they didn’t respond to my complaint filed through their website and they didn’t reach out when I contacted the sales rep directly. We have bad water damage in the bedroom now because it took us so long to figure out what was going on. You can tell they’re on autopilot. Clean gutters on a rectangle house. Charge. Repeat.
Response from the owner
We appreciate your feedback, Deanne. If you would like to discuss your experience further, don’t hesitate to reach out to us at [email protected]. We would love the opportunity to resolve any issues.