Complaints

This profile includes complaints for Aerotech Gutter Service of Metro DC, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Aerotech Gutter Service of Metro DC, Inc. has 2 locations, listed below.

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  Aerotech Gutter Service of Metro DC, Inc.

  7045 Kit Kat Rd Elkridge, MD 21075-6417

  
• 

  Aerotech Gutter Service of Metro DC, Inc.

  4556 S Square Dr High Ridge, MO 63049-1964

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:05/10/2024

  Type:Customer Service 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.

  We scheduled an appointment with Aerotech Gutter Service to come clean out our storm drain line that was backed up. We paid a $130 deposit just to get them to calendar the appointment and come to the house. They came to the house on Wednesday, May 8 and were unable to clear the line. The techs told me I needed to reach out to another company with stronger/better equipment who could actually clear the line. I did so and ******** ******** was able to come out the same day (May 8) and successfully clear the line. As ******** was walking me through their charges, they pointed out that the industry standard to have an "attempt fee" that we would pay in case they were unable to successfully clear the line. If they were able to successfully clear the line, then I would pay the fee associated with a successful completion. Later that evening, Aerotech Gutter Service sent us an invoice for $265. When I emailed them on May 9 and asked them why the new invoice, and what the cost would have been if the crew had been successful in clearing the line. They replied that the cost would be the same whether it was an attempt or if they had been successful. But I cannot understand why I would pay the same cost for two vastly different experiences? This seems like a clear breach of industry standard. So now I have had to pay two times for the same service, but only one of the services was successful? I had offered to pay a percentage as an attempt fee but was told that was not possible. I would like the BBB to help me dispute this invoice, as a successful service was not rendered in the end.

  

  Business Response

  Date: 05/22/2024

  Hi **** and ***,
  
  I hope this message finds you well. Lauren, in customer service, brought your recent experience with our services to my attention, and I wanted to reach out to address your concerns.
  

  After reviewing the situation, I have decided to waive the invoice in its entirety as a gesture of goodwill. By the time you read this message, Karrie, in accounting, will have refunded the deposit back to your credit card.
  

  Your satisfaction is important to us, and we are committed to ensuring that every customer receives exceptional (and clear) service from us.
  

  Regarding the confusion about the cost associated with the attempt to clear the drain versus a successful clearing, I'd like to provide some context about our service. Historically, we didn't offer drain clearing services, and customers were directed to ************ However, we received feedback from customers indicating that ***********'s pricing was unpredictable and often exorbitant. Some customers reported costs upwards of $700 for a quick clearing (ouch), which seemed unreasonable. In response, we invested in an auger machine, trained our technicians, and priced the service at what we felt was fair for two technicians spending one hour on the job. Our aim was to offer this service as an added convenience to our customers.
  
  Since implementing this service, we've completed hundreds of drain clearings successfully, with the occasional challenge like the one you experienced which is why we word the estimate with "attempt to clear". I apologize for any inconvenience this may have caused.
  
  Your understanding and patience with the previous email thread are greatly appreciated. I never like feeling I was "taken" by someone who works at my properties, which is why we strive to maintain positive relationships with all our customers and want to ensure that your experience with us remains positive.
  
  We value your business and look forward to the opportunity to service your property in the future, if you will allow us to do so. 

  I've also attached the signed agreement here for the BBB to reference. 
  
  Warm regards,
  
  Jason W******
  President
  Aerotech Gutter Service
  Missouri - Maryland - Washington D.C. - Virginia
  www.thegutterexperts.com

   

  Customer Answer

  Date: 05/22/2024

  
  
  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:03/23/2023

  Type:Billing 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 notified Aerotech via email 11/5/2022 to suspend the gutter cleaning service effective immediately. 11/7/2022 they responding they would put service on hold. 11/10/2022 I responded via email to suspend until further notice. In January 2023 they came to my house unannounced/no notice and cleaned my gutters. They are now asking me for service payment of $92.50. I’ve reached out Aerotech management who admitted they have this issue all the time when customers suspend service and Aerotech performs service without customer authorization/approval. I don’t feel I owe them $92.50. I initially requested to suspend until further notice and never authorized them to come on my property to resume service.

  

  Business Response

  Date: 04/03/2023

  Hi *******, 

  Thank you for sharing your concern with us. I feel this is a simple misunderstanding. When you communicated with us back in November, our Manager, Scott, replied that we were unable to put your account on permanent hold, and responded with what he did for your account. When we did not receive a response from you, we believed you were satisfied with the changes he made. Please see his response below:

   

  Date: Thu, Nov 10, 2022 at 11:18?AM
  Subject: Re: Past Due Notice - Aerotech Gutter Service - Please Contact Us
  To: ***** <*******************>
  
  Hi *******,
  
  So we don't really have the ability to do a permanent hold I'm afraid. Your contract runs until May, with the two services remaining, and we can only push services out by one month. The latest we can do the December service would be late January. I have pushed that service to late January now, and we can move it back again at any time but if you don't let us know between now and January just be advised it would get dispatched around then, with the final service currently set for March. 
  
  Let us know if you have any further questions or concerns.
  
  Thanks,
  Scott
  Aerotech Gutter Service

  Customer Answer

  Date: 04/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Aerotech reached out to me directly and resolved the issue. 
  
  
  
  Sincerely,
  
  
  
  ******* *****