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Business Profile

Gutter Cleaning

Idaho Custom Rain Gutters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Gutter Cleaning.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:08/16/2024

    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.
    First of all, we had this company go and install some gutters for a good customer of ours. They proceeded to leave the place a mess leaving things on the yard and then the gutters leaked when it rained the first time. They told us that the problem was happening further up the roof. My husband checked that its not true. They keep trying to pass the ***** Weve had them out again because the gutter headers did not work. They just kept running water on top of her patio and thats not the correct . Our customer paid good money for those gutter headers. We asked for a refund on those that and they refused.. They said it wasnt their deal. We proceeded to ask them to come out again because the gutters are still leaking and they still keep saying that its not their deal. Well, if you install gutters, and you dont accept the responsibility of them leaking once theyre done whose deal is it ? I would say that its the company that put them in. I just called them again for thelast time and they still refuse to accept responsibility, so Im done so here we are filing a complaint because they dont want to accept the responsibility of the job they did. We switched from one of our reputable companies because they were busy and thought wed give these guys a try and that was a big mistake. Wellnever use them again. Their communication stinks. They dont answer their calls. They dont call you back. They tell you theyre going to get back to you and set something up to come and look and you never hear from anyone. They also tell me that every time I finally do get someone that they never got any messages and that sometimes they tell me thats not even their number well, why is it in there if its not their number and why do they keep giving me these numbers that you cant get a hold of anyone. Very unprofessional I run a business too, and thats not the way to run one. Very very disgruntled

    Business Response

    Date: 09/06/2024

    I am writing in response to the complaint filed by ******************* regarding the gutter installation completed on January 9, 2024. We take all customer concerns seriously and appreciate the opportunity to clarify the situation.
    Timeline of Events:
    January 9, 2024: ****** noted that everything had been completed other than the 6" gutter replacement. He also mentioned that the customer had a lot of items in the area, which could potentially be damaged during removal. We have attached pictures.  
    January 19, 2024: Our team installed 6" gutters and 6" leaf-guard protection (LBP) on the U-shaped section of the back patio, along with 5" gutters and 5" LBP on the rest of the house. At this time, we noted existing issues in the U-shaped area related to roof leaks and ice dams. These issues were unrelated to the gutter system, and we documented them with photos attached.  
    June 19, 2024: The customer expressed frustration with her experience, claiming that we were not answering her calls. However, upon reviewing our phone records, we found no record of missed calls from the customer. She also stated that the gutter mesh was not working correctly, causing water to run off the top of the gutters. She requested a warranty visit to either fix the mesh or explain why they were not working.   
    June 27, 2024: ****** visited the property again and observed that debris, including shingle grit, had built up on top of the 6" LBP. This buildup caused water to run over the top of the covers. He explained to the customer that regular cleaning of the covers was necessary to prevent debris buildup. The customer did not want to deal with cleaning the covers and requested their removal, which ****** did. He conducted a water test afterward, and no leaks were found.
    August 2, 2024: The customer contacted us again, reporting further leaks and requesting a credit for the gutter covers that had been removed. We explained that the covers were removed at her request, and since they cannot be reused, we could not issue a refund. Additionally, we emphasized that the ongoing leaks were due to issues with the roof, specifically at the corners where water was leaking behind the gutters, and not a result of our gutter installation.
    August 16, 2024: The customer called again, upset that we were unable to refund the gutter covers. She threatened to leave negative reviews and claimed that we were not taking responsibility for our work. We tried to explain once more that the leaks were related to roof issues, which require repair by a roofing professional. Despite multiple attempts to address this concern, the customer remained insistent that the problem was caused us and refused to acknowledge the underlying roof issue..
    Summary of the Situation: The main source of the leaks appears to be related to the roof, not the gutter system we installed. The customer asked for the gutter covers to be removed after being informed that they require regular cleaning, and now seeks a refund for the covers. We have explained on multiple occasions that we cannot refund the covers as they were removed at her request, and the leaks are due to a roof issue that must be addressed by a professional roofer.
    We have made several attempts to communicate and resolve this issue, but the customer has not acknowledged the root cause of the leaks. We remain committed to addressing any concerns related to our workmanship but cannot take responsibility for issues caused by external factors such as roof defects.

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