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:05/14/2025

  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.

  I called the company to see if I was under warranty as I had new gutters installed on my property in July 2023. I had noticed that one of the downspouts was leaking water at the top and appeared to be coming off of where it was installed, so I was concerned that perhaps it was damaged. I called *** ****** to see if I was covered under a warranty to get the small ***air done and get it reinstalled properly. They explained that because I did not sign up for any extra gutter cleaning services after I originally installed the gutters that I voided my warranty and that the only way to get my issue resolved was to pay for their ***air services which was $300+. If I wanted them to come clean my gutters it was $205+. At no point in time did they mention that I needed to sign up for cleaning services in order for me to keep my warranty. The *** on the phone just seemed to want to sell me more products than to fix my issue. I didnt argue with her I kindly said thanks for the information and hung up but I am very upset of this deceitful sales tactic. I shouldnt be forced to pay for extra services to keep my warranty. There was no information about the warranty on the invoice of the service I got either.

  Business Response

  Date: 05/15/2025

  We sincerely apologize for the issue you are currently experiencing with your gutter system. We understand how frustrating it can be to deal with exterior home maintenance concerns. At the time of scheduling your gutter installation, an email was sent to you on 7/17/2023 outlining our warranty terms:
  All workmanship is guaranteed for 1 year, provided that the gutters are properly maintained and cleaned on a regular schedule.
  All materials are guaranteed for 20 years, again contingent upon regular maintenance and cleaning.

  Gutters are installed on the exterior of the home and are continuously exposed to weather and environmental elements. Without routine maintenance, such as clearing out debris and checking for blockages, issues like leaking or poor drainage may occur. As this installation was completed nearly two years ago and we have no record of ongoing maintenance, we are unable to guarantee service outside of the warranty period.
  If you are currently experiencing leaking near a downspout, it is possible that the downspout is clogged and may require a thorough cleaning to restore proper function. We would be happy to schedule a service visit to inspect and clean the system if needed. 

  
  

  Customer Answer

  Date: 05/15/2025

   
  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:04/24/2025

  Type:Sales and Advertising 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.

  Have asked Nate ******** Gutter to stop calling for over 2 years yet they continue to call trying to sell unwanted services. The number is a private number so I'm unable to block it.

  Business Response

  Date: 04/25/2025

  We sincerely apologize for any inconvenience caused by our communications. Please be assured that we have reached out to our marketing team to ensure your contact information is removed from our outreach lists, and you will no longer receive any further communication from us. We appreciate you bringing this matter to our attention and thank you for the opportunity to address it.

• Initial Complaint

  Date:04/21/2025

  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 hired *** Stevens to clean my gutters because I did not have access after installing an awning over my back deck with the ladder that I owned. I stated this when I hired them and said they would need to access it from the front. They sent a team that did not have anyone who spoke English and the team left without cleaning my gutters. The company called and stated they could not access my roof at the agreed upon time because my gate was locked and wanted me to give them access to the back yard so they could get on the roof. I informed them that the access is the same from the back and when they returned they were able to access the roof from the front of the house despite insisting they could not when originally scheduled. After that, they attempted to get me to sign numerous contracts and buy additional services which I declined. Ever since I have been harassed with numerous calls from different numbers, emails, paper mail, etc. I have asked to be removed from their call list 3 times. Now they call from a blocked number. The messages are somehow set to go straight to voicemail after a couple of rings (when other unknown numbers do not- only this company) so I have to delete their voicemails several times/week. At first I was getting multiple calls a day, multiple emails every week and at least 2-3 pieces of mail per week for months. After the third attempt to be removed from their list they stopped for about a month. Now they are picking back up again with as many as 4-5 calls from blocked numbers per week. It is absolutely harassment. I thoroughly regret ever contacting them for a service I could have handled myself if I paid the extra $75 above what they charge for a single gutter cleaning for a ladder to do it myself. Im sure the employees also feel uncomfortable being forced to aggressively harass their customers for the sake of profits for a company that clearly does not respect the wishes or peace of their customers.

  Business Response

  Date: 04/21/2025

  We sincerely apologize for the continued contact from our company. We understand how frustrating that can be, and we have now updated your account to ensure you will no longer be contacted by our team.
  We also want to apologize for the inconsistencies you experienced with your previous cleanings. We take this feedback seriously and have put measures in place to improve quality control and ensure a more consistent experience moving forward. Please note that our cleaning crews are hired based on their ability and efficiency in performing the work. While communication may not be their primary strength, we are actively working to support them better in that area and provide a more seamless experience for our clients. We appreciate your feedback and the opportunity to improve. If there's anything else we can do to make this right, please don't hesitate to let us know.

• Initial Complaint

  Date:04/17/2025

  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.

  *** stevens was scheduled to clean my dryer vents and instead clogged them. It now takes much longer for my clothes to dry. They are harassing me for a payment but I will not pay until the job is done properly.

  Business Response

  Date: 04/18/2025

  We are currently in contact with the customer and have scheduled a visit to their home on April 21, 2025, to address the matter concerning the dryer vent. We are committed to resolving the issue promptly and appreciate the opportunity to do so.

• Initial Complaint

  Date:03/25/2025

  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.

  Called multiple times for someone to come and fix the issue at hand, but no one has tried to come out. Just been getting the run around. Not to mention it rained the other day and not having the down sprout connected could mess up the siding of my home.

  Business Response

  Date: 03/26/2025

  Hello,

  We sincerely apologize for any miscommunication. After checking our records, we see that we spoke with you yesterday, 3/25/2025, and we are all set to come to your home tomorrow, 3/27/2025, to address the issue.
  We look forward to resolving this for you promptly. Thank You 

• Initial Complaint

  Date:03/20/2025

  Type:Product 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.

  The service call was yesterday. I have called the companys customer support line twice and sent 3 support emails. None of these have been satisfactorily addressed.Their website does not allow the subscriber to view or cancel your subscription. They sent a renewal email to me today, which I also replied to asking them to discontinue our service.During the 2 phone calls, I explained that I was home in my office when their crew showed up. They left a door hanging message that said they had completed their gutter cleaning, a service that they charge $200+ to perform. Their crew did not do any work at my home. They did not go on the roof and simply walked the property and took photos as if they had done the work. The pictures were taken from the ground, with one taken from my driveway. They did not access my exterior faucets as they normally would do, and they did not set up ladders to go on the roof to perform their work, again, as they normally would.Customer service did not believe me, and insisted I review the photos, which I had already done. They erroneously insisted they did perform the work, citing the photos as their proof.I want *** Stevens, aka **** Home to cancel my subscription, refund any payments made toward this service call. I have made this request directly to them, and they have not complied.They advertise that they guarantee 100% satisfaction, but clearly that has not been my experience.

  Business Response

  Date: 03/21/2025

  I want to sincerely apologize for the experience you had with our technicians and the agent you spoke with on the phone. We take matters like this very seriously, and I assure you that we have addressed your concerns directly with our crew. Our goal is to provide exceptional service, and its clear we fell short in this instance. I would truly appreciate the opportunity to discuss an amicable resolution and work towards making things right. We value your business and would hate to jeopardize our standing relationship due to this unfortunate experience. Please let me know the best way to move forward, and again, I deeply apologize for any inconvenience caused.

  Customer Answer

  Date: 03/21/2025

  The customer service manager called, left a message, and I returned her call. She stated their internal investigation found the crew was not on site long enough to have performed the service they claimed to have performed, confirming my complaint. They have agreed to refund my $200+ for the service that was not performed, and to take unspecified action for the crew involved. She offered a complementary spring cleaning as compensation. I declined and stated we did not want to do business with them any longer. I am waiting until I see the refund to my credit card before closing out this complaint. The customer service manager said it would take 5-7 days.

  Business Response

  Date: 03/24/2025

  We apologize for any inconvenience this may have caused and hope that this resolution demonstrates how seriously we take this matter. Please note that we have addressed this with our team to ensure this does not happen again. 

  Customer Answer

  Date: 03/24/2025

   
  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. I have received the refund to by credit card account and can now close the issue.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/17/2025

  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.

  On Friday, March 14, 2025, my next door neighbor hired this company to clean their gutters. When their crew-consisting of two (2) men-that came out finished their gutters, they parked behind my house and proceeded to blow all of the leaves from the neighbors gutters and yard into my yard. I was at work at the time and my security camera caught them on video doing this and I got an alert. I contacted my neighbors and asked them if they knew exactly who it was. Thats when they gave me the company name and phone number and said their text messages indicated it was ******* crew with Neds. So I called the business and was, ultimately (second time calling) told by a *** named ***** ********** ************************** that they would send a crew to my address today, March 17, to clean up the leaves. ***** sent me an email and asked me to send him pictures, which I did on March 14. I emailed ***** earlier today March 15 to ask what time their crew would arrive, but he did not respond. I emailed ***** again and the companys general customer email address *********************************** tonight to ***ort that their crew no showed today and ask when they will come out. I would like for the company to arrange with me another appointment to come clean up the leaves and haul them away when I am home, as I do not want them on my property when I am not home. And I want it to be this week and for them to keep their word and commitment and not no show again. If they will not do so, then I would like to obtain a quote from another company to clean up the leaves and for *** to pay the full expense to have that word done.

  Business Response

  Date: 03/18/2025

  First and foremost, we want to sincerely apologize for the inconvenience and frustration this situation has caused you. We truly value your feedback, and I regret that our communication and service did not meet your expectations.
  I understand that the leaves from your neighbors gutter cleanup were blown into your yard, and the delay in addressing this issue has only added to your frustration. We absolutely take responsibility for the miscommunication and the missed appointment on March 17, 2025. We apologize for not keeping you informed as we should have. I want to assure you that we are taking immediate action to resolve the issue. We have scheduled a crew to visit your home tomorrow, March 19, 2025, to clean up the leaves and ensure everything is properly taken care of. We will ensure that the area is thoroughly cleaned and that no further inconvenience is caused. Additionally, I want to personally thank you for bringing this matter to our attention, and I appreciate your patience in allowing us the opportunity to rectify the situation. Should you have any other questions or concerns, please don't hesitate to reach out. We're committed to making this right.
  Once again, we apologize for any distress this has caused and look forward to resolving this matter promptly tomorrow.

• Initial Complaint

  Date:02/19/2025

  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.

  We made the mistake of signing up for this very expensive service. The company branded crew was unreliable and came inconsistently. When they arrived, they did not announce themselves; just entered the property and used the water facilities without discussion. When they were done cleaning, they threw full bags of garbage on the curb -- violating the local ordinance -- and left without discussion. This happened multiple times. We called and complained but the activity did not change. We cancelled the service and hired someone to replace the gutters and restructured them so we didn't need the service. After that, the calls started coming. Repeatedly. Multiple times a day. Nagging us to renew. It then changed to scam baiting, saying they were following up on our contact (we did not contact). They started sending emails with contracts claiming to be contracts for services we agreed to buy from them. This never happened. The company uses the same tactics as a financial scammer -- Fake contracts, fake alleged conversations, following up on fictitious meetings that did not happen. Emails from salespeople that use email addresses that do not receive replies. Dishonest sales. Dishonest service. Unresponsive customer service. Violates local ordinances when doing the work. This business should not be licensed to operate here. Company does blind outbound marketing with no ability to unsubscribe and does not honor "do not call" requests.

  Business Response

  Date: 02/20/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for any confusion or frustration caused by the communication regarding the customer's previous service plan for *********************************************.
  We want to clarify that it is never our intention to mislead or scam our customers. Weve been proudly serving our community for over 60 years, and our reputation for honesty and customer service is of the utmost importance to us.
  Weve updated the account accordingly, and we will ensure that no further contact is made with the customer unless they reach out to us first. We appreciate your understanding and apologize once again for the inconvenience caused.
  

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22964371
  
  I am rejecting this response because: The response to simply state you will stop harassing me and vague apology for some of the things I mentioned is tacit and dismissive. The response does not address the facts of the claim, it simply "apologizes" by offering some blanket statement about intent and an agreement to not send misleading and fraudulent messages to me in the future. For sure, I wanted you to stop trying to defraud me. But I see no evidence that *** Stevens takes any responsibility for messages that were sent to me that were simply untrue. I said it clearly:I have never had a conversation with the salesperson who claimed I requested the quote. Nor did my wife. We did not seek the quote the salesperson said we sought. Any acknowledgement of that fact? Or did you not investigate the claim at all? Also, you never addressed the other issues I mentioned. In sum, you just apologized as if you have done something wrong -- while seeming to not understand what it is you did wrong -- and offered no evidence that you intend to operate differently. This sounds like an apology for being caught and called out, not an apology for the way your organization is acting.

  I stated several salespeople have sent misleading information claiming to be following up on conversations that have not happened. What are you doing about it? Anything? Just apologizing and claiming it's not your "intent" to break the law? If it's not your "intent" to break the law, are you doing anything proactive to conform to the law? Did you investigate? Realistically, it's not possible that you did a thorough review given the rapid nature of the response. Did you take action, apart from deciding not to send scam letters to me anymore? That's not enough for me to drop a complaint with the BBB. The actions of your salespeople, who contact us without solicitation and make false claims in an attempt to defraud us into purchasing services are likely illegal, and that's what the BBB is here to make sure people know.

  I registered this with the BBB is to call out your unethical (and arguably illegal) behavior and to hold you accountable. I want to warn other potential customers and to inform other people being abused that they are not alone and that they have rights. You aren't doing anything or saying anything that addresses the ongoing concern that you will continue to do this to others. Why would I drop this complaint? Because you said "sorry"? Come on. We as a family had several times told you not to call us back, told you not to email us, and requested that you leave us alone. You did nothing. Only when I raised an issue publicly did you take any action -- for me. We were loyal and patient customers who got sick of your predatory and unethical business practices and cancelled your service. You treated us like targets and hyper-marketed your services to us as if we were never even your customer in the first place. I see nothing at all in your response that addresses any of those concerns. And if you treat your former clients this way, I can't even imagine how you treat people who are in the market but have not bought your services yet. Certainly, the trend is that you will be dishonest and unethical.

  This response is rejected. I am not looking for you to simply sweep away a personal grievance with me. I am looking for you actually demonstrate you will conduct business in a legal and ethical manner. Are you at least going to add an unsubscribe button to your unsolicited marketing emails? What are you doing to ensure that other consumers who are in the same boat stop receiving messages like this? Do they all have to register complaints with the BBB to get your attention? Are you going to address any of the other performance concerns I mentioned?

  Sincerely,
  
  ****** *********

  Business Response

  Date: 02/21/2025

  We understand the frustration and dissatisfaction expressed, and I want to take the time to directly address the specific points raised in the rejection. First and foremost, we genuinely apologize for the negative experience this customer has had. We value our customers and strive to ensure that every interaction is professional, transparent, and respectful. After reviewing the complaint again, we would like to clarify a few things. Regarding the specific claim of misleading information from a salesperson, we investigated and addressed this.  The first page of our service plan email sent to customers is an automatic message that states Thank You for choosing ***** Home! We have attached the service plan recently discussed. We will be reviewing this automatic message as we have no intention of misleading our customers. We are conducting a thorough investigation into the matter, including speaking with our marketing team to ensure there is no confusion or misleading information for our customers. We are committed to ensuring that all interactions are transparent, accurate, and based on the facts. We also acknowledge the concern regarding unsolicited marketing and the communication that continued despite multiple requests to stop. We have measures in place including an opt-out on all unsolicited marketing emails, so customers can easily unsubscribe from future communications.  We are in the process of reviewing our communication policies to ensure we are fully compliant with all applicable laws, Additionally, we are reviewing our follow-up procedures to ensure that no customer will receive continued contact after explicitly requesting no further communication. I understand that our previous apology may have seemed insufficient, but please be assured that we are committed to making changes. We are implementing better internal controls to ensure this doesnt happen again, including: Updating our customer communication procedures to prevent unsolicited outreach and ensure clear opt-out options for marketing messages. Investigating the broader issue of misleading communication and taking corrective action where necessary. I have taken the liberty of attaching proof that we will no longer be contacting this client. We take our reputation seriously and are fully committed to addressing the concerns raised. We hope this response demonstrates that we are taking concrete actions to improve and prevent any similar issues in the future. We understand the customers desire for accountability, and we will ensure that steps are taken to not only resolve this matter for them but also protect future customers from similar experiences. Thank you for allowing us the opportunity to address this matter.
  
  
  

• Initial Complaint

  Date:01/29/2025

  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.

  The company, ***** Home, harasses the customer once the customer stops using their services with daily txt and calls form different phone numbers each time, so blocking the numbers does not help. I called them back and asked to stop, they said they would stop, but it didn't.The job was not good. If you only consult them for a job they send out the crew without a scheduled appointment and unexpected. I am glad I was home and able to stop them when I heard the crew climbing on roof to change my newly installed gutters!

  Business Response

  Date: 01/29/2025

  Thank you for reaching out to us. We apologize for any frustration caused by our recent attempts to contact you. Please note that gutter cleaning is a weather-dependent service, which is why we do not offer appointments. We also apologize for the poor experience you had with the job itself. Your feedback is invaluable, and we are working to make improvements to our processes to better serve our customers. If you would like to discuss this further or if theres anything else we can do to make things right, please don't hesitate to reach out directly. However, our records show we have spoken with this client today & weve now made the necessary adjustments to our records, so they will no longer be contacted by us moving forward.

• Initial Complaint

  Date:01/24/2025

  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.

  I have previously used Ned Stevens Gutter Cleaning Service in the past, several years ago. I am now receiving multiple automated phone calls per week, up to 3 or 4, from Ned Stevens Gutter Cleaning, *** Stevens Dryer Vent Cleaning, *** Stevens Power Washing, etc. attempting to get more business from me. I have blocked all of their phone numbers, but they are still leaving me multiple voicemails per week. I spoke with a live person previously and asked them to stop calling me and they said they would, but the calls have persisted. It is borderline harassment at this point. You can see in the photo of my phone call log that it is really happening every day or every other day at the very least.

  Business Response

  Date: 01/24/2025

  We would like to sincerely apologize for the excessive communication you have received from us. We understand how frustrating this must have been, and we truly appreciate you bringing it to our attention.
  Please know that we are currently working with our marketing team to address and resolve this issue. Additionally, I have taken the liberty of removing your information from our system to ensure that you will no longer receive any further communication from us. We value your feedback and appreciate your patience as we work to improve. 

  Customer Answer

  Date: 01/24/2025

   
  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,
  
  ******* ****