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:01/04/2024

  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.

  Even Flow Rain Gutters negligently installed substandard rain gutters. In the processing of installing rain gutters (that leak everywhere) they damaged my house including the drip edge (of my roof) which has subsequently led to water damage to my fascia boards. The company continues to tell me the problem is my "older" roof. After getting the run-around from this company for months and months I finally had additional, independant gutter and roofing companies come out to help me solve the problems. I now have report after report, including photographic evidence, showing blatant violations of industry standards. The substandard work includes: Improper sloping, resulting in standing water (and ice during the winter), huge gaps between the gutters the drip edge, sealant that has already failed, drip edges that have been cut, bent, and mangled, hangers not properly installed and placed 50+ inches apart (industry standard is maximum 36 inches apart), leaf guards improperly installed and barely hanging on. The substandard work has created significant damage to my house including water damage to the fascia boards... The reports (I now have) indicate that although I have an "older roof" it still has years left in it. The damage was a direct result of Even Flow Rain Gutter's negligent installation. I regret the day I did business with this company.

  Business Response

  Date: 01/15/2024

  This is the email that was sent to customer 

  we did offer a full refund prior to complaint 
  
  
  I hope this email finds you well. I am writing to discuss ****** issues and the damages that have recently been brought to our attention, allegedly caused by our work on the house.
  
  
  First and foremost, please allow me to express my sincere apologies for any inconveniences or disruptions these damages may have caused to you. We always strive to provide the highest level of quality and professionalism in our work, and it is disheartening to hear of any negative outcomes resulting from our efforts.
  
  
  After conducting a thorough investigation and reviewing all relevant documentation regarding the work performed, we regret to inform you that we will not be assuming liability for the damages in question. Our reasons for this decision are as follows:
  
  
  Prior Inspection: Before commencing any renovations or repairs, a comprehensive inspection of the premises was conducted to identify any pre-existing issues or vulnerabilities. Previous gutters system leaks ( As to why gutters were replaced), previous damage to facia, and Drip edge being prepared from old gutter system prior to our installation.
  
  
  We are willing to offer a full refund if current product is returned. If product can no longer be returned we will offer a labor refund of $1704.44 for gutter an downspout and $447.50 for leaf guard. 
  
  
  We understand that you may be disappointed with this outcome, but we sincerely believe that our position is justified based on the facts available to us. However, as a token of goodwill, we are happy to offer further assistance in assessing and, if feasible, rectifying the damages in question. Please feel free to contact us at your convenience, and we will be more than willing to discuss potential solutions.
  
  
  Once again, we deeply regret any inconvenience caused by the damages and remain committed to addressing this situation in the most fair and appropriate manner. We value our customer relationships immensely and are appreciative of your understanding in this matter.
  
  
  Thank you for your attention, and please do not hesitate to reach out to us should you have any further questions or concerns.
  
  
  Sincerely,

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21099729
  
  

  First, we want to highlight a discrepancy in the response, specifically regarding the assertion that we were offered a full refund prior to filing the complaint.  We initiated contact with Even Flow Rain Gutters through an email on December 10, 2023, expressing our continued frustration with the recurring gutter leaks.  During that same week, we opted to engage another company to address the gutter issues. It was during this process that we discovered the severity of the gutter problems and witnessed the extensive damage that had occurred.  Subsequently, on December 29, 2023, we sent a second email explicitly demanding a refund and seeking reimbursement for the damages to the drip edge and fascia boards caused by the faulty installation.  It's important to note that our BBB complaint was filed on January 4, ****, predating any response from Even Flow Rain Gutters, which was received on January 5, ****.  We are prepared to provide supporting evidence.

  The offer of a refund "with stipulations" falls short of addressing the extensive damage incurred.  The phrase "as a token of goodwill" does not adequately address the repairs needed for our house. The refusal to accept responsibility for the damages to our house renders the offer completely unacceptable.  The only acceptable solution involves the responsible party, Even Flow Rain Gutters, providing a full reimbursement along with covering all costs associated with repairs.  

  See our response below: 

  Thank you for your email.

  It is disheartening that despite your acknowledgment of responsibility by offering a full refund contingent upon the return of the gutters, you have not taken responsibility for the damages incurred to our property. This lack of accountability is unacceptable, leaving us with no alternative but to pursue reimbursement and damages through the legal system.
  Enclosed, please find photographs, depicting evidence of the damage caused by Even Flow Rain Gutters. Some of the images clearly illustrate hangers pressing up against the drip edge, subsequently bending it, and creating a pathway for water to reach the fascia boards.   There are also many photos of tool marks where your company pried up the drip edge to install the gutters.  Your company irreparably damaged, bent, cut, and mangled our drip edge.  There are photographs showing the gutters installed too low, resulting in the fascia board being exposed allowing for water damage.  There is a photograph of the sealant completely split allowing for water damage. 
  

  In the legal context, we are required to establish a preponderance of the evidence, meaning, is it more likely than not the damage was caused by your company.  The photographic evidence of the gutter system reveals blatant violations of industry standards. Everything that could be wrong with the gutter system is wrong with it.  Your gutter installation, acknowledged as substandard by professionals in your field, has accurately been described as a hack job.  We do not accept your claim that the drip edge, which is manipulated during installation, remained unscathed by your team, while everything else is a complete disaster.  We have numerous photos (and reports), depicting poor workmanship to the gutter system.   The damage to the drip edge is just another example of your employees lack of competence and knowledge regarding proper installation.  Your insistence that the damage was not caused by your team is, regrettably, not credible in light of the photographs.  Clearly your employees lacked the proper training.

  In addition to the photos and reports, we have a comprehensive home inspection report affirming that the damage to the drip edge was non-existent prior to your company's installation.  After reviewing the new photographs, the home inspector has furnished an additional report as well. 

  We sought the expertise of reputable companies to evaluate the extent of the damage.  Allow me to share written statements from three of eight companies:
  The gutter system on your home is not something we can successfully repair.  -Company A
  
  Current gutter system was installed poorly.  Leaks, gutters hung too low, sloping issues, hangers spaced too far apart, downspouts not secured properly and caulking issues were all noticed.  -Company B
  
  Not only are the gutters not tucked under the standard 1 drip edge in several areas, (causing them to not be water tight and leak on the fascia boards) but the drip edge has been so bent up it can actually hold water in a couple of different areas.   -Company C
  
  It is concerning that your resolution involves offering a refund contingent on specific conditions.  Such an approach does not align with the standard practices we expect in a matter of this nature. For clarification, correcting the aftermath of your mistakes is not an act of goodwill; rather, it reflects a fundamental obligation of integrity and responsibility.  Because of the situation, we have three options:
  Initiate a formal claim against your company, seeking both a refund and reimbursement for damages.  As it stands, the estimates for restitution exceed the limits of small claims court, and we are fully prepared to pursue this avenue. In the event legal action is taken, we will seek reimbursement for court fees and legal expenses.
  
  Remit a check for $4,150 by February 15, ****. In doing so, we are willing to submit the remaining disputes to the judgment of the court for determination, including any damages that *** be awarded. This course of action will depend on the current estimates for the repair of the drip edge, and damage to the fascia boards. It *** or *** not exceed the jurisdiction of small claims court.  In the event legal action is taken, we will seek reimbursement for court fees and legal expenses.
  
  Remit a check for $4,150 by February 15, ****, and additionally cover all expenses associated with the roofer of our choosing to rectify the damage to the drip edge and facilitate the repair of the fascia boards. This proactive step demonstrates a commitment to rectifying the issues caused by the substandard installation, thereby avoiding further legal escalation.
  
  With the inclement weather conditions, it currently prevents us from safely removing the gutters from the house.  The low temperatures make it impossible to address the necessary repairs to the drip edge. The gutters, now filled with ice and exacerbated by the installation of hangers at over 50 apart, are presenting additional issues that cannot be swiftly resolved. It is important to note that the full extent of the damage will remain unknown until the gutters can be safely removed for a comprehensive evaluation.
  
  Between now and the time we can safely remove the gutters for replacement, we will continue to consult with various gutter and roofing companies. We will continue to gather evidence, reinforcing our case against your company's negligence. In every meeting, when questioned about who installed the gutters, we always credit you.   *********************** with Even Flow Rain Gutters.  Your company has indeed acquired a reputation, particularly among those familiar with your work.

  Simultaneously, we will extend our research efforts, utilizing every available avenue to prevent similar incidents happening to others, including siding projects.   You *** choose to deny responsibility, but the adage holds truea picture is worth a thousand words, and we have plenty of them.

  It's important to note that the complaint on the BBB website, mirroring our experience, will be included in the comprehensive documentation presented in court.
  
  It is in your best interest to consider a prompt resolution to this matter.
  
  ***** and ***********************
  
  

   

• Initial Complaint

  Date:09/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 hired *********************** with Even Flow Rain Gutters to replace our gutters on June 1 2023.The old gutters were removed about June 19, 2023. New gutters were installed between July 18, 2023- August 10, 2023. There is damage to the soffits during the tear out that were not repaired. Then it rained on Aug. 22, 2023. The gutters were leaking behind the gutter. between the roof and the gutters in numerous places around the house. ***** was called on June 23. and sent a person out to check the issues and some minor adjustments were made in one spot on Aug 25. 2023. It rained again very hard on Aug 26, 2023. Again the gutters were leaking in the same places as before. I have videos and still pictures of the leaks. Two Roofing companies were called to check the workmanship and the roof. Both roofing companies said there is damage all around the house on the edges of the roof that will allow rain to leak back into and under the shingles and ultimately down the soffits and in the stud wall behind it. Because it will be more cost effective to replace the roof than do repairs, we now are looking at replacing our 15 year old roof. We have contacted ***** and had an appointment for him to come out and discuss the issue. The appointment was yesterday, September 14, 2023 at 1:30pm that had been scheduled with his secretary who assured us that ***** would be out and get the problem addressed. We called and texted him about an hour before the appointment for confirmation. He did not respond to the call or text and did not show up for the appointment. We are now exploring what kind of recourse we have to get our money back and or assistance with the cost of the new roof and also new gutters that will have to be installed after the gutters he put up and the roof are taken off in preparation for the new roof to be put on.