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:04/16/2025

  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.

  Gutters and guards were installed on the entire house 12.23.24. Despite this, every time it rains 2 areas in our basement fill with water. It happens during light, normal and heavy rain. Downspout extensions were also not attached properly to the gutters causing flooding and erosion of soil. My credit card was also overcharged by $1. All gutters need to be inspected and all downspouts properly attached. The workers need to answer any concerns I have when they are at my home. During the initial installation the crew leader would not take the time to talk to me, the homeowner. I also need verification that none of the fascia they attached the gutters to was rotted or damaged (I specifically told them to replace if they were). I requested verification from the crew that all fascia was not rotted or damaged. That verification was not in any of the information I was sent after the job was completed.I attempted to attach additional pictures and videos but the file size exceeded the limit.

  Business Response

  Date: 05/16/2025

  We have explained this extensively to this customer, and will be happy to explain it again.  The extensions are not from us.  They are her own extensions and she is responsible for them.  They are absolutely attached correctly, but they also hang out into the yard.  Anyone could bump them or hit them and rip them off.  The gutters and guards are installed correctly, there was no fascia that needed replacing.  If there was and we could identify it, then we would have brought that to her attention for extra work to be done.  It is absolutely not our fault that her basement has issues.  She may want to look into installing a more robust, buried PVC drainage system for her downspouts in that area.  If there are any issues with the actual gutter system that WE installed, then we will be more than happy to address these issues under the warranty.  Unfortunately, this customer is under the impression that we are responsible for all water issues with her basement even though they are not related to the functioning of the gutter system.  This is a good example of the wrong way to go about seeking help.  We are happy to make a modification to the spouts in the back, but we cannot take liability for her basement foundation issues or for extensions that are not even ours.  We have photo evidence of these same extension installed on the old system.  We use different extensions, but its a moot point.  The extensions are a plastic tubing piece that lays on the ground that is open to damage or getting knocked out of the way.  The home owner is responsible for upkeep on these items.

• Initial Complaint

  Date:03/27/2025

  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.

  Re **** Lane&#**;s order They gave me new H313537353330**303734H and I paid in full in 2023. Someone came and cleaned the H313537353330**303734H without authorization and the gutter covers were in the backyard and I didn&#**;t know what happened. Today I got an email for a lien waiver on my home for not paying for this. I never signed a service request. This is a bad thing to do. When I called the first time, they said the company does this, they said another company does this and I wasn&#**;t at home when they did this. I would like for them to take the lien waiver off my home and for them to never come again.

  Business Response

  Date: 03/27/2025

  This is an odd one.  We have a signed contract and sent notice about the service.  We didnt receive any cancellation until after the work was done.  Internally, I've already told my office to write this off.  Its kinda crazy how we have to be ****** to a contract but customers don't think they should be.  We've accommodated this ex-customer and this complaint should be removed.

  Customer Answer

  Date: 03/28/2025

  I could not contact them about service done which i did not contract for before i made complaint because i only knew it was done after they went ahead snd did it without a notice of doing it or that i requested it. I did not request   I feel this is a way to take advantage of customers inwant proof of NO lien waiver  A threat  ugly

  their response was rude

• Initial Complaint

  Date:12/16/2024

  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.

  I feel like they did a typical Bait and Switch. Asked Brothers Gutters to quote installation of a 20 foot gutter length with a downspout. Their salesman said small job will be a minimum charge of $8xx + just for their crew to come on sight . I told him no Im not planning on spending that much money. He then said we could do the front 2 sections of the house for just a small amount over the minimum charge. They provided a $963 estimate that was pretty vague in regards to specific details scope i.e.number of pieces, lengths etc. They did refer to a few photos he took that were not marked up nor had detailed text added. When they arrived to do the work they did the 20 foot section on the back that I originally wanted but only did 2 short six ft. pieces on both sides of the Porch cover I immediately raised the issue with the installers they contacted their manager and said that is what is specified on their work sheet (which I was never provided). Made numerous attempts to resolve this issue including their ownership. The Scope of Work Summary accurately describes what I understood and approved at both the time of meeting with the salesman (*****) and the proposal.The two front sections of the home consists of a Left side and a Right side. Neither the salesman or the proposal specified only doing (2) 6 ft Porch gutters and down spouts on the front of the ******** reasonable home owner or contractor would up grade guttering size to 6 inch on a small porch covering to mismatch and leave original 4 inch mismatched guttering to handling the major roof surface (looks ridiculous too). My position and suggestions for resolution remain unchanged. 1) Brothers Guttering complete the two front sections of the home which would warrant the completion payment of $481.50.2) Consider the initial $481.50 payment in full for the completed work (which is roughly 50% of the Scope of Work Summary.

  Business Response

  Date: 03/04/2025

  This customer is simply not relaying the facts correctly.  Somehow he thought that 20' of gutter on one side of his house was going to be $800, but doing over half his home and 4x the amount of gutter was going to be $950...  I hate to say it, but sometimes customers are simply impossible to deal with.  Some folks want to threaten bad reviews to get free stuff and as a small business owner, I've learned that I MUST use the scope of work to stand behind.  The scope of work was clear in describing the 2 pieces of gutter, the customer just wants a bunch of free stuff.  And now they don't want to pay for the work that was completed.  Unfortunately, we are now in a situation to pursue collections with this customer. 

  We don't "bait and switch" anyone, proof is in our 4.8 star rating with 260+ reviews.  It would be OBVIOUSLY bad for business for us to bait and switch customers and build a bad reputation.  And his claims are over a few hundred dollars - just think about it for a minute and you'd see how absurd this notion is.  Exceptions like this customer are impossible for us to avoid except by perform free work for anyone who threatens a bad review.  He is lashing out because he is not getting the free work he demanded from us.  Personally, I wish we could review customers to warn other companies from doing business with them.  By and large, I love our customers and we have weekly discussions on how we can make our experience the best contractor experience our customers can have.  We invest heavily in our service and it shows by our amazing customer feedback.  Please don't let one-off reviews by obvious grifters outweigh our overwhelming number of amazing reviews by our waves of Raving Fans!  

  Customer Answer

  Date: 03/07/2025

  Complaint: 22690249
  
  I have reviewed the business' response and am rejecting it because:
  
  It is false and defamatory. The company does not address the fact that discussion their sales person definitely includied both the left and right front sections of the house. Why would anyone change  just the  two short porch pieces with 6 inch guttering that is mismatched in size to the existing 4 inch pieces they were supposed to replace also. It was definitely a case of misrepresentation at sales with a vague contract that didnt include guttering measurements. The  firm also states that I havent paid  and it is in collections which is another total lie. The full contract amount for their incomplete work was paid even before the BBB complaint was filed.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 03/10/2025

  The customer is correct, he has paid in full.  I can amend my response but I don't know how.  As for the rest of his claim, he is upset and can claim whatever he wants to but I stand by the rest of my response.  We followed the scope of work, he didn't want to pay for any additional work - he just wanted it for free.  He is claiming that his misunderstanding constitutes free work with no more obligation to pay for the work.

  Customer Answer

  Date: 03/11/2025

  Complaint: 22690249
  
  I have reviewed the business' response and am rejecting it because:

  No resolution for the issue is reached. 
  
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 03/12/2025

  Dear BBB,

  exactly what was the good faith effort that the company took? They provided absolutely zero effort to provide resolution and basically denied what actually happened here. Please leave this complaint in unresolved status until they complete the work they described to do at time of sale and proposal.. 

• Initial Complaint

  Date:07/07/2022

  Type:Product 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.

  This complaint is about THE BROTHERS THAT JUST DO GUTTERS, at *************************************************************** ************ had a display at the *********, ** Home and Garden Show.On March 23, 2022, a representative of The Brothers That Just Do Gutters (TBTJDG) came to our home and gave us an estimate on placing Copper Gutter Guards on our Copper Gutters. One-half of the agreed upon cost of the work to be done was agreed to by my husband. The representative captured my husband's signature for a debit from our *********** on an electronic tablet for $5780.00 WE WERE NEVER SHOWN A CONTRACT, OR ASKED TO SIGN A CONTRACT for the desired work. On March 29, 2022, we received a phone message (we have an audio copy of this) that TBTJDG would not be able to Guarantee their work, and subsequently my husband cancelled the job, asking for our money back. TBTJDG had already debited our *********** ****************** for the $5780.00, so we filed a dispute with our *********** Company and they reimbursed the money to our ***********. In May of 2022, TBTJDG filed a rebuttal to our *********** Company stating "Notification that goods were as described and received in good condition. This is absolutely false! They produced a Contract to the *********** Company that contained my husbands signature, and it was on the BACK of the contract. Meaning that they switched the electronic signature onto a contract that was never offered to us. There was no date on their contract. No materials or workmen EVER came to start the job. They also stated that the Contract (which we never saw or signed) required that a three-business day cancellation was required. In fact, we didnt even receive the information about them voiding their Guarantee until you 6 days later. Meanwhile, **************** charged us again for the original amount and would not back up our claim, even after our documentation.Attached are photos and voicemail transcripts.

  Business Response

  Date: 08/15/2022

  This customer signed a contract for a special order, non-refundable product and put down a deposit for that product.  Per the contract, they had 3 days to cancel without penalty.  After the 3 days, we ordered the product.  2-3 weeks later when the product arrived, we called to schedule the job.  The customer then decided to cancel.  Per the contract, the customer is liable for all costs associated with fulfilling the contract.  ********** this is not an issue, however this was a large amount of expensive material.  The customer claimed that we changed a warranty, but we did not.  We informed the customer of the warranty and the limits of that warranty on the day the contract was signed.  We even followed up the day after to ensure they were aware, but no objections were given at that time.  When they backed out of the deal, we attempted to contact them and explain the issues.  I offered to come to a reasonable conclusion, but the customer never even gave me the chance to have that dialogue with them.  The customer hung up on me and then we exchanged a few brief texts where I attempted once again to ask for dialogue so we could come to a reasonable arrangement.  Once again, the customer refused.  The customer proceeded to file a fraudulent claim with the CC company and bank claiming that we refused to perform the service.  It took months, but both their CC company and bank agreed with us that per the terms of the contract and the communication we attempted to have with the customer to attempt resolution.  This is a highly unfortunate situation, but ultimately we have contracts for a reason.  I had a lawyer review the contract and the correspondence.  All financial institutions involved, as well as my attorney agreed that we were fulfilling the terms of the contract and that the customer was not.  Contracts are intended to protect both the customer and the business.  We fulfilled our part of the contract and even attempted to go above and beyond (I was and still am prepared to do extra work at a discounted rate in order to get the customer the full warranty they wanted).  I would gladly have made a reasonable outcome with them, and still would if they would simply engage in dialogue with me.  This is the only time this has ever happened, but honestly, I am glad that as a small business owner I had a contract that protected my company from a customer that didnt care about the financial effects their decisions had against my company and family.  If this customer wants to contact me directly then I am more than happy to come to a reasonable conclusion to this affair.

   

  To be clear: The customer wanted to cover half of a gutter with guards (against our recommendation) but wanted the guard company to warranty the entire gutter.  We extend the warranty from the guard company to the consumer, we do not offer warranties that the guard company does not.  No guard company on the planet will warranty a full gutter against clogging when their product is only covering half of the gutter.  This was communicated to the customer before proceeding and we did not receive any objections or cancelations.  I was prepared to cover the rest of the gutter at a heavy discount in order to make them happy, but never got the chance to discuss this with them.  I would still do this for the customer if they chose to reach out to me.

   

  Regards, ****** D ***** Owner St ************ County P: ************ ******************************************************************** www.brothersgutters.com