Complaints

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• Initial Complaint

  Date:29/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I engaged ADS&A (*****************) to install eavestroughs on our home and he was paid in full on July 11, 2023. Although we did not specify, ********** leaf guards were also installed with the eavestroughs. We didn't know about leaf guards, only asked for eavestroughs. They were great until the snow started falling. The snow slides over the top of the leafguards because they prevent the snow from entering the eavetroughs. The snow then melts on our decks and pathways all around the house, creating dangerous icy conditions. At end of Nov after the first snowfall we contacted ADS&A several times and ***************** asked me how I thought this situation could be resolved. I suggested some sort of heating coil and he agreed to provide a quote although I feel he should have offered a solution at no charge. After several more attempted contacts and two falls, ************* has responded 'We are not able to quote on your project at this time. Best of luck'. It is obvious he is not willing to provide a fix or even a quote. He has no intention of fixing the situation.

  Business Response

  Date: 09/02/2024

  Estimate #**** for a total of $4,874.84 was approved on 2023-04-28 for 6 seamless eavestrough, downspouts and ********** leaf guards.

  
  We stand behind our products and workmanship, as you will remember you had reached out on 2023-09-11 for an issue with the north side of the garage, you had suggested the gutter was sagging. When the crew arrived on 2023-09-11 the inspected that area and found no deficiencys. they then checked the entire job and could see that there was no evidence of standing water in all sections of eavestroughs which indicates everything is flowing as expected.
  
  After both visits the guys asked if you had any further issues or questions, when nothing required any further inspection the guys left a satisfied customer.
  
  The eavestrough job that was completed on 2023-07-10 and approved the you, the homeowner. You invoice (#***) and paid in full,indicating that you had no reservations about the job. This job is now closed,however if material or workmanship warranty is required it will be happily supplied. In this case the problem you are having is not a defect in the material or workmanship, in my opinion it is weather.  
  
  You reached out on 2023-12-20 to discuss an issue with ice at your back door, when asked if the eavestroughs were over flowing you said no,that actually there was ice built up on top of the leaf guard and dripping over front edge. I recommended that the leaf guards could be removed but that this would only enhance the problem as the leaf guard allows the ice and snow to build up on top and allows the water as it melts to flow through as intended. I then said that I would consider sending a quote for a heat trace to be installed on top of the leaf guard to ensure ice and snow doesnt build up however this would allow the water to freeze inside you eavestrough and result in the same problem.
  
  After deliberation with our team we have decided that we will not be sending you a quote because if the heat trace doesnt solve your problem you would come back at us and demand that we come up with a new solution.
  
  As for liability, you the homeowner are liable for anyone entering your property. If you are concerned of someone suing you I would recommend hiring a professional snow removal company. 

  Job is Complete and No further estimates will be supplied by ADS&A. 

  Customer Answer

  Date: 18/02/2024

   
  Complaint: 21214407
  
  I am rejecting this response because:

  Contractor claims situation has never happened on previous installs; there are reviews claiming it has, but too late now; contractor says there is a warranty; no suggestions for fix after a meeting with his 'crew' (himself I assume)(after discussion of heat trace which was suggested by me the customer and contractor said he would provide a quote, then rejected the idea later); two other opinions from contractors were obtained...both said this situation should not be happening; contractor criticized me for paying on time perhaps I should have withheld payment until winter?; reminded me I am responsible as property owner if someone gets hurt; basically rejects any further accountability for his negligence. All I asked for was a quote and he is unwilling to do that or make any other suggestions.
  

  How I am dealing with the problem - each snowfall I have to climb up at my own risk to clear snow off the leaf guards before the thaw, drip, ice cycle starts; never had to climb ladder in winter before; this is not an improvement. If I fall, contractor will be getting sued. My wife has already fallen on the ice that freezes on the deck. Now we are seeking quotes for a whole new eavestrough system. Can't leave these in place they are too hazardous. We will be losing approx $5000.
  
  Sincerely,
  
  *****************