Complaints

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.

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  March 2023 this company installed gutter guards on my front gutters. It did not rain much after that and since the rain has started again, I see there is an issue with the corner gutter guard. I have a groove in my roof that collects the rain and directs it to the gutter however, the groove lines up perfectly with the metal corner of the gutter guard. When it rains heavily the rain by passes the gutter and spills directly on to my front porch due to the metal piece of the guard. This creates a fountain that spills on to my front porch and it must be fixed. I began communication with this company on 12/6 by email. I followed up with a phone call 12/7 where I spoke with the office manager. She assured me they would schedule repair and be in touch with me. That was the last time she answered the phone or returned an email. The following are additional attempts to get this issue resolved. Phone calls: 12/11, 12/13 (3 times), 12/14 all with no answer or return call. I looked up my receipt and contacted my salesperson, **** who actually told me they have had several installers quit and they do not have anyone that can fix my issue at this time. He also told me he would follow up with the office. I called the office and **** again on 12/19 with no answer or response. I emailed both of them also on 12/19 with no response. This is not something that will take a great deal of time or effort however they refuse to communicate with me. I want this issue resolved ASAP and a formal complaint filed.

  Business Response

  Date: 06/07/2024

  I was completely unaware of any BBB complaint until your representative contacted me. As soon as I got off the phone with your office, I reached out to our customer. I'm pleased to report that ********************** had already resolved the issue, and she is now satisfied. However, she was understandably unhappy with the initial delay in addressing her repair.

  If/when we receive service or repair calls, we strive to address them immediately and typically resolve such matters within a reasonable timeframe. Unfortunately, in this case, our customer waited nearly a month, which is understandably frustrating for her and not up to our standards.

  Our records show that her project was completed on 3/29/2023. She submitted a service request on 12/7/2023, and the repairs were carried out in the first week of January.

  Although she experienced a longer wait time than we would have preferred, her issue has now been resolved to her satisfaction.

  If you or your team have any additional questions, I am happy to answer them. Feel free to mail or call. My direct contact information can be found below.

  
  

  
  

  Sincere Regards,

  
  

  
  

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