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:05/06/2025

  Type:Service or Repair 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 am extremely disappointed and frustrated with the experience Ive had with Aerotech. After the initial installation, I had to call the team back because the new gutter they installed was not level, and a significant sectionthe middle lower back of the housewas completely missed and gutter guards were not installed. When that section was finally installed, the gutters were left dirty. I was told they had been cleaned afterward, but today, after having another professional assess the work, I received the following report (see below), which confirms ongoing issues with all the gutters not being cleaned properly. This is unacceptable. I expected a professional job and placed my trust in this company to deliver quality service. Instead, *** had to bring in another company to fix what I already paid Ameritech to do. At this point, I do not want anyone from your company back on my property and want a full refund due to being lied to and the work not being completed per original contract. Its clear there are issues with work quality and accountability, and I cant help but wonder how many other customers have had similar experiences. I strongly urge you to take this matter seriously and stop scamming customers with your subpar work. I paid to have gutters cleaned, gutter guards installed and a gutter replacement on the lower level of the front of the house. What I received was an uneven gutter, gutters that were not cleaned prior to installing gutter guards and gutter guards that were not installed properly with missing sections.

  

  Business Response

  Date: 05/19/2025

  We are sorry to hear about Ms. ****** recent experience and take her concerns seriously. Ms. ***** signed up for two separate services with us: the first for gutter cleaning and screen installation, and the second for replacement of the front gutter. Services were performed on February 5, 2025. We returned on February 6, 2025, as we had missed the screens on the back gutter overhang of the home. We also responded to a second concern from Mr. ***** on April 22, 2025, regarding debris seen in the back gutter and were asked to check the slope of the front gutter.

  
  Our owner, ***, proactively reached out to Ms. ***** on May 7, 2025, after she contacted our customer ********************** team via text on May 6, 2025. Ms. ***** returned ***** call on May 12, 2025. During their conversation, Ms. ***** shared that a roofing company had identified issues with the gutter cleaning and screen installation, and that she had paid them to address these concerns. We understand how frustrating it would be to pay twice for a service, and we would be disappointed as well if we were in her position.
  

  While mistakes can sometimes happen despite our best efforts, as a family owned and operated company, we are committed to doing everything we can to make things right and to deliver the highest quality service possible. *** assured Ms. ***** that we are dedicated to resolving this matter and offered to cover the cost of the work performed by the roofing company as a gesture of good faith. Additionally, *** offered to provide a complimentary gutter cleaning and check service which included two visits, as gutters with screens will still require periodic maintenance. Ms. ***** mentioned she did not trust us at the time but would send the invoice from the roofing company. We have expressed our willingness to review and reimburse the invoice once received.
  

  We value Ms. ***** as a customer and have previously provided ********************** cleaning services to her in ********* (see attachment) at this property. Our goal is to regain her trust and demonstrate our ongoing commitment to quality service and customer satisfaction.

  Customer Answer

  Date: 05/20/2025

  Complaint: 23291600
  
  I have reviewed the business' response and am rejecting it because:
  
  Thank you for the opportunity to respond.
  
  While I appreciate the business acknowledging my concerns and the timeline of events, I am not satisfied with their response for the following reasons:
  
  
  Incomplete and Poor-Quality Work: Despite returning on February 6, 2025, to address missed areas (which were not completely addressed and had to call them out again to rectify their initial oversight that should have been corrected in this visit) another professional roofing company later found that the gutters were not properly cleaned and that the screen installation was inadequate. This included clogged areas and screens that were not secured correctly. I have photo documentation to support this.
  Delayed and Insufficient Communication: While its true that I spoke with *** on May 12, this was after multiple attempts on my part to get someone to take my concerns seriously. Trust had already been eroded at this point due to the lack of timely, effective follow-up.
  Out-of-Pocket Costs: I had to hire another company to do work that I already paid for. I have sent the invoice as discussed and am still awaiting action. However, this does not compensate for lost time dealing with this issue and most importantly paying for a service in the amount of $1600 that was not done correctly and quote honestly haphazardly. I paid $1600 for a project to completed in its entirety from start to finish.  Had I not called another company out to assess Aerotechs work, I would have never known I had been taken advantage of by this company, they allowed me to pay for a service that was not completed. 
  Additionally, Trust and Accountability: Offering complimentary services in the future is not a sufficient resolution when the original service was not performed correctly and cost me $1600. At this point, I am not comfortable allowing this company back on my property and have secured a reputable & honest individual to complete the work moving forward, 

  
  In conclusion, I am still seeking full reimbursement from Aerotech. Once that is completed, I will consider the matter resolved. Otherwise, I have contacted my attorney and will be proceeding with legal action against this company. 
  
  
  Attached are the photos and invoice referenced.
  
  
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 05/21/2025

  Thank you, Ms. ****** for keeping the lines of communication open and sharing your documentation. Weve reviewed your concerns, both agreements you signed with Aerotech (attached), and the booking confirmations from the other service provider.
  Just to clarify, you signed two separate agreements with ***** for gutter cleaning and screen installation ($810), and another for the front gutter replacement ($780), for a total of $1,590.
  You did reach out to us about the leveling of your new front gutter, and we took care of that adjustment right away. Other than that, we havent received any other concerns or requests for reimbursement about the front gutter replacement. Your current dispute and the documents you sent are focused on the cleaning and screen installation.
  The booking confirmations from KHS Exterior Home Services LLC mention gutter cleaning starting at $100, but they arent invoices or proof of payment for work completed (see attachment).
  As weve said before, were committed to making things right with the cleaning and screens. Were happy to review and reimburse reasonable out-of-pocket costs for fixing that work. To move forward, we just need a detailed invoice or receipt from KHS showing what was done and what you paid.
  We know its frustrating to need follow-up visits, and were sorry for the hassle. We always aim to get things right the first time, but if we fall short, we want to make it right as quickly as possible.
  We respect your decision not to have us back and understand your choice to use another provider. Our offer for complimentary service was just to show we care about resolving this, not to minimize your experience.
  We value you as a customer and want to resolve this fairly. Please send us the invoice when you can, so we can take care of the next steps.
  Thank you for the chance to respond and work toward a resolution.
  

  Customer Answer

  Date: 05/27/2025

  Complaint: 23291600
  
  I have reviewed the business' response and am rejecting it because:
  
  
  Thank you for your prompt response. 
  
  
  While I appreciate your willingness to reimburse reasonable costs for the cleaning provided by KHS, I must respectfully disagree with the implication that my concerns have been limited solely to that portion of the work. I previously reached out regarding the front gutter replacement, which was adjusted shortly after installation. However, there were additional concerns beyond leveling that were not addressed, and I did not feel confident in the overall quality or reliability of the work, which is why I ultimately chose to hire another contractor for further evaluation of the gutters. 
  
  
  To clarify, my intention is not to dispute the existence of the two separate agreements totaling $1,590. My concerns are with the execution and quality of service provided under those agreements, particularly in relation to the cleaning/screen installation and the subsequent need for another provider to correct the issues. The issue seems to be hyper-focused on services rendered with KHS to complete the service as it was originally supposed to be completed by Aerotech per the contract. Aerotech failed to uphold their contract which required further remediation to correct the issues. 
  
  
  As requested, I forwarded not only text and pictures of the services provided by ***, in addition to a screenshot from my customer portal denoting date of ********************** and *********************** completed. I don't really feel it is necessary to provide what was spent correcting the issue I paid your company for. It appears your company is more focused on the costs for another company to fix the issues you left me with rather than accept accointabilloty for the incomplete services I received. I am asking for fair compensation for what I paid for and was not completed per the contract. 
  
  
  However, I am not yet satisfied with the response because:
  **** concerns about the entire scope of work, have not been fully addressed and the efforts to satisfy hinge on what I paid another company to fix your errors rather than reimburse for a service paid for and not completed. 
  2.The quality control and lack of proactive follow-up service contributed to the need to bring in a third party, which is more than just a hassle.
  3.The effort to resolve the issuewhile appreciatedhas thus far required significant time, documentation, and persistence on my part.
  
  
  I am seeking a fair resolution that reflects the full scope of issues experiencednot just the cleaning/screensand the additional expense and inconvenience this has caused. If we can't reach an agreement, I am fully prepared to seek further legal action and have notified my attorney of my intent if not resolved fairly. 
  
  
  Sincerely,
  ***** *****
  
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 06/02/2025

  We received the attached invoice from Ms. ***** today, June 2, 2025. We thank Ms. ***** for providing the invoice from *** Exterior Home Services LLC. While the amount submitted is higher than what was initially communicated, we appreciate her effort in supplying this documentation.
  As a gesture of goodwill and to bring this matter to a close, we will issue a reimbursement check for $500 this Thursday, June 5, 2025 as outlined in the invoice. This reimbursement does not constitute an admission of liability or fault, but is intended to resolve her concerns promptly and professionally. 
  With this action, we consider this matter fully resolved and no further action will be taken by Aerotech regarding this complaint.
  

  Customer Answer

  Date: 06/09/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** *****