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Business Profile

Gutter Contractors

Eastern Gutter Workx Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:03/08/2022

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    April 2022: EGW replaced gutters on my house (front and back). I paid in full for their work, but should have waited, since I have been waiting for them to fix a problem, and finish the work. Their workers nudged soffits out of their spots in the rear of the house. I emailed them to let them know, to come by and fix the soffits (in front of house things were fine - in the back 3 or 4 soffits, nudged out under the new gutters). First they acted like i was asking for new work to be done - they said "we are booking for 2023" and I sent photos - evidence - and stated clearly that i was not trying to arrange for new work to happen (i.e. not asking them to repair things that were problematic before they came - they weren't). It was their workers that nudged out soffits while popping in the gutters. They insisted on phone calls, and would not commit to anything in email. When I phoned, denial was the game, & after a very uncomfortable discussion it took some time but finally there was acknowledgement that soffits can be nudged out, so yes it can happen and it happened this time. At that time (early July I believe, or late june) she said she'd send **** around to have a look that week. Hearing nothing I emailed again because as far as i know nobody came by to even look at it. This is not work that I should have to pay for but now she's again acting like this is a "new job" and I'll have to "pay". This is their mistake, work they screwed up. My soffits were fine before EGW installed new gutters. Their website says they will leave everything clean and with no evidence workers have been there. Lots of evidence they were there, mess that I cleaned up months ago, and then the soffits hanging out still. This is August. I'm not asking for new work, I'm asking for them to fix things *their workers problematized*.

    Business Response

    Date: 14/08/2022

    Tell us This is the 1st notification we have received from the BBB, not the 2nd. 

    We installed gutters for the homeowner on April 8th 2022.  She called on June 15th 2022 to advise us of her soffit problem.  At that time we advised her we would not be taking on any further soffit or fascia jobs as we were booking too far in advance.  Once we realized she was erroneously trying to get us to return to fix a problem NOT related to our work we tried to call and email her to no avail.  Our secretary left 6+ voice messages and sent many many emails requesting she call the office so we could discuss the matter and explain it is NOT a warranty issue as we did not work on her soffits.  The homeowner admits she refused to speak with us or answer our emails and I personally called her from a different phone number on August 5th 2022 to try to speak to her and she immediately answered the phone and when I explained who I was she extremely rude and ignorant and stated "I have something in to the better business bureau and I think I will leave it at that" and hung up before I could say another word.

    We worked on the gutters, NOT the soffit.  It is absolutely impossible for the soffit to fall out unless it is cut too short and then not nailed or screwed in place to start with and we did NOT do the original install from what appears to be 30-40 year old soffit in a 100++ year old house.  For the soffit to fall out we would have had to remove the fascia, cut the soffit short and then re-install the soffit and fascia.  Our employees get paid by the foot to install gutter and contrary to what the homeowner alleges, they do NOT get paid to deconstruct fascia and soffit to create problems which is the only way this soffit could fall out of position.  We simply installed gutter onto the fascia 2 ft away from the soffit that fell out.  I have attached a photo of the soffit that has failed and you can see our work was no where near the soffit issue.  Just because we worked on her house does not mean we are responsible for issues not related to our work - we fully warranty the gutters and downpipe.  We didn't touch the original fascia or soffit which was obviously installed incorrectly many years ago.  Our company and several employees tried to discuss this matter with the homeowner many many times and by her own admission refused to deal with anyone.  In response to the homeowners issues in her original statement:

    - our contracted work is complete,

    - **** did look at the soffit issue and tried to discuss the matter with the homeowner via a call and email but she refused,

    - the soffit is NOT a warranty issue,

    - we will not be having any further dealings with this customer due to her rudeness and her unwillingness to deal with our company on the phone or through email in any acceptable manner. 

    Customer Answer

    Date: 15/08/2022

     I am rejecting this response because:
    The business was contacted on April 12 in an email which i copy here; the suggestion that i first contacted them much later is wrong. i paid for their work, but firstly thought that nobody had come to see whether or not it had been done correctly. They insisted on payment and i paid. But the soffits were nudged out *BY THEIR INSTALLATION OF THE GUTTERS* in the back of the house. This is unacceptable practice. The soffits were not sticking out *before their installation*.


    This is totally ridiculous. The woman kept trying to call me so that she didn't have to commit to anything in email and kept pretending in email that they didn't know what i was emailing about. Their practices are poor with respect to customer relations. Their contact person is rude, and unacceptably argumentative, and this is why i do not wish to talk to her.


    ******


    ****** *****
    Tue 4/12/2022 11:30 AM
    Hi there,
    I was hoping someone would contact me, as I thought people would be back to repair the soffits that are problematic now that
    the new eavestrough is on. Can someone come back please and fix that?
    thanks
    ******

    Business Response

    Date: 22/08/2022

    We worked on the gutters, NOT the soffit.  Once again, it is absolutely impossible for the soffit to fall out unless it is cut too short and then not nailed or screwed in place to start with and we did NOT do the original install from what appears to be 30-40 year old soffit in a 100++ year old house.  They cannot be nudged out as the homeowner as stated.  Our warranty work is second to none and that is the only reason **** attended to look at the issue.  The homeowner admitted in her response she refused to answer our calls or emails and instead went directly to the BBB and blamed it on a poor attitude by the office manager who is the sweetest lady on the planet.  The homeowner initially stated we refused to respond to her but in her follow up to the BBB she admits to intentionally frustrating us by not answering calls or emails and blames it on the office manager. 

     

    In response:

    Our company and several employees tried to discuss this matter with the homeowner many many times and by her own admission refused to deal with anyone. 

     

    In final summary:

    - our contracted work is complete,

    - **** did look at the soffit issue and tried to discuss the matter with the homeowner via a call and email but she refused,

    - the soffit is NOT a warranty issue,

    - we will not be having any further dealings with this customer due to her rudeness and her unwillingness to deal with our company on the phone or through email in any acceptable manner,

    - we will not be making any more comments to the homeowner or to the BBB about this ridiculous complaint.

Eastern Gutter Workx Inc. is NOT a BBB Accredited Business.

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