Complaints
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/22/2025
Type: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.
May 13, 2025 I signed the document Royal Gutters sent me that listed the work to be performed by them and the amount of money I would pay them. They have not completed the work. I have asked ***** ******** to complete #7 photo documentation to verify they did #1-6. I have requested this from ***** several times. The last message I received was on 5/21 stating he had sent everything over. This did not include details about the 5-year warranty checks or the before and after photos. If they cannot provide the photo documentation, then I would like a credit.
Business Response
Date: 05/23/2025
Thank you for bringing this to our attention. We sincerely apologize for the delay in sending the final photo documentation and the 5-year warranty details. This was an oversight on our part, and we understand how that may have caused concern.
While the physical work was completed promptly and to the customers satisfaction, we mistakenly delayed sending the supporting documents. However, all required photos and warranty information were submitted within three business days after project completion.
We have since followed up with the customer and confirmed that she is satisfied and no further concerns remain. We truly value our clients and are committed to improving our communication to ensure this doesnt happen again.
Thank you for the opportunity to resolve this.Customer Answer
Date: 05/23/2025
Complaint: 23365872
I am rejecting this response because I paid for before- and after-photos and only received after-photos, which were given to me a week after the work was completed and only because I submitted a complaint to the BBB.***** said the company performs free checks every five years. He provided me a document that I could have one checkup in 2030 if there were any problems. ***** did not communicate that he was not honoring the 5-year checks until a week after I paid the invoice in full.
Sincerely,
***** ******Customer Answer
Date: 05/27/2025
Hello,
I filed complaint #******** against Royal Gutters and rejected their response this morning. However, I recently spoke to ****** who resolved the problem I had with *****. Please close this complaint.Initial Complaint
Date:10/24/2024
Type: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 have contacted this company in April 2024 to replace my existing gutters with copper ones. After coming in and measuring the materials that are needed they sent over an estimate. We have decided that it would be better to order the materials right away due to inflation and they have requested a 50% deposit which was $13250. That money was deposited into their account right away. I have since attempted to contact the company to schedule an installation and all I have gotten was lies. They schedule a date and time and do not show up or answer phone calls. That has happened 3 times already. I have requested that they return my deposit and they refuse to do that coming up with excuses like their truck broke down or the person in charge on my project has been fired. At this point they are not answering my phone calls nor do they have an office that I can go to. At this point I believe that this is a fraudulent company that steals peoples money. I believe that they never had an intention to do this project or that they even have any employees. The company is held by two brothers which seem to be in the business of fraud.Business Response
Date: 11/21/2024
Definitely our fault for not responding in time. The issue has been take care of.Initial Complaint
Date:09/21/2024
Type: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 had a gutter installation done Dec of 2023. Found out in September of 2024 that Royal Gutters forgot to install the flashing which means that the gutters are almost useless and perform worse than the ones that they replaced. In the meantime, significant water damage to the fascia has occurred, including peeling and massive leaking during rainstorms. I have called and texted them no less than 30 times across a month trying to get them to repair the fascia damage and install the flashing as I have a lifetime warranty on workmanship, but they continue to mostly ignore my texts and calls. They missed the first appointment they said they would be out for, then finally came and said they'd be back the next day for an install. Missed that appointment as well. My calls all go to voicemail, I literally have been calling and texting every day to try to get this resolved. Working with this company is like pulling teeth. Very unresponsive and unprofessional when dealing with a major problem, although they seemed to have no problem contacting me when they wanted me to pay for the install. I just want them to repair the damage to the fascia and install the flashing.Business Response
Date: 10/01/2024
Issue has been taken care of. Definitely our fault for not reaching out in time. But the issue was the roof.Initial Complaint
Date:03/26/2024
Type: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.
Royal gutters installed our gutters in september. they came back once after I called them several times and fixed a large leak, which was due to the fact that the gutter was installed below the drip shield. We had another leak after that and called again, but never received a call back, so we were forced to troubleshoot and fix the leak ourselves. I now have about 5-6 areas where the gutters are leaking, 3 of which are significant and over a main sidewalk. I called Royal gutters on 4 occasions over the week and a half, left voicemails on all occasions and have received no call back from this company to schedule a time to fix these problems. My receipt from this company says there is a 25 year warranty on material and lifetime warranty on workmanship.Business Response
Date: 03/29/2024
We are definitely at fault for not coming out in time. We did come out right away and fix the issue.Customer Answer
Date: 03/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
********************************************Initial Complaint
Date:01/26/2024
Type: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.
We had royal gutters install new gutters for our home on ********************************************************************* In October 2023. We were advised to inform the company if we identified any leaks and they would come and fix it. We also have water overshooting the gutters in numerous areas. I have been attempting to contact this company since at least November 2023 and have been unsuccessful. One instance when I was able to reach them, I was promised a prompt evaluation and response and till date none has been provided. I have sent the company photos of the leaky gutters as well- yet again, no response. With each snow storm we are now experiencing leaks all along the stucco with water damage along the walls.Business Response
Date: 02/06/2024
Definitely our fault for not coming out in time. Our office is always closed for the first 3 weeks in January. This customer called when we were not in the office. Ones we got back to work, we were able to come out and fix the issue.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.