Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:03/13/2024
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.
In late September 2023, my wife and I contracted with Custom Rain Gutters, LLC, to remove an existing gutter and install a new gutter in the front of our house and install a new gutter and downspout in the back of our house. They would install self regulating ice melt cable in both of the new gutters. Included in the installation were two thermostatic controls ($100 each) to regulate the ice melt cable. Custom Rain Gutters performed the work in late October 2023.Initially, both thermostats functioned correctly, turning power to the cables on and off, depending on the outside temperature, but in early February 2024, one of the thermostats stopped working. I contacted ******************* at Custom Rain Gutters, and he said he would contact the supplier (Heat Trace Specialists of **************) and get back to me. That was the last that I heard from Custom Rain Gutters. For more than 4 weeks I have called them on multiple occasions, and they never answer. I even emailed the address on the Job Estimate on March 5, 2024, but there has been no response.Theres no way a thermostat should only function for less than four months. Clearly, that unit was defective. I would like it replaced with a functioning thermostat control or else a refund of the $100 that we paid.
Business Response
Date: 04/03/2024
We will supply the needed replacement part and install next week.
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