Complaints

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• Initial Complaint

  Date:06/20/2025

  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.

  I hired the company to come out to do some work on my gutters on today June 20, 2025. According to the worker that came out, nothing was in my gutters. We were shown pictures and their was granules in the gutter. I asked why those were not clean and i got no response. I originally asked if i could be notified when they were on their way and was told that I did not need to be present. After i called to complain to the company, they sent the same worker out and i asked him to leave due to our last encounter. My ring camera shows he got his vehicle at 10:18am and at 10:25 it showed him putting his ladder back in the trunk. I do not believe that the work was completed in 7 minutes.

  Business Response

  Date: 06/20/2025

  The customer called and requested that their gutters be cleaned. We gave the customer a cost of $195. and they accepted the cost. We set a date for them to be cleaned (June 20th, 2025.) Our cleaner arrived at the house and proceeded to check and clean the gutters. When he finished,he took pictures of the cleaned gutters for proof that the gutters were clean. Our cleaner was in the process of leaving when the customer came out and said the gutters were not cleaned. Our cleaner showed her pictures of the completed job,and she stated that it didnt take long enough for him to complete the job, and she stated she wasnt paying for the job. She called the office and was quite rude with the customer service representative stating he didnt take long enough to clean her gutters and that she was not paying for the job even though the cleaner took pictures with proof of her gutters being clean. We stated that we could come back and take more pictures to further prove that all her gutters were completely clean. She refused to let our cleaner come back and take additional pictures and again stated she was not paying for the job. Her husband called me and stated that we were just out and cleaned the gutters and he stated that it didnt take him long to clean the gutters. I also told him that we always take pictures after the gutters are cleaned and our cleaner showed his wife pictures of the completed job. He said OK however, his wife yelled at him in the background that she wasnt paying for the job. That was the end of the conversation. We did exactly what we were contracted to do with proof of our work. our description of the work on the estimate and invoice is as follows.
  All gutter debris will be removed from gutters. Debris that falls from the gutter during cleaning process will be removed from all sidewalks, driveways, porches and decks. We check & clean downspouts &elbows to assure proper drainage. The estimate is for all gutters and downspouts down to ground level. There would be an additional charge if you have gutters that go underground and are clogged underground.
  We charge by size of the house, number of gutters on the house and difficulty of accessing the gutters. The condition of the gutters and amount of debris that is in the gutters will determine how long we are at any house.
  This is our business, and we do it well, quickly and thoroughly and for this type of situation we always take pictures to prove that we did our job completely according to our contract.
  There are 15 pictures of the customers gutters available for viewing however, the file size for these pictures is too large to load.
  We expect the invoice to be paid in full.

  Sincerely,
  
  **** ****
  President
  Window Gang of St. Louis

  Business Response

  Date: 06/20/2025

  The customers statement: "I originally asked if i could be notified when they were on their way and was told that I did not need to be present." We do not require our customers to be home when we clean their gutters however, If the customer had rather be home we will set a time that is convenient for them to be home while we are cleaning. Our cleaner hits a button on his phone and it immediately sends a text to the customers cell phone stating that he is on the way. That is always told to the customer when we are scheduling the job.

  Customer Answer

  Date: 06/20/2025

  Complaint: 23496637
  
  I have reviewed the business' response and am rejecting it because:
  
  I agree, that I was given a window of time and also received a text message that the worker was on the way here.  That is all fine and good, BUT we still did not have any work done.  As I stated, previously he arrived in our driveway at 10:18 and was putting his ladder back in his truck at 10:25 after which time he left.

  i received a survey to complete about the job and also an invoice for $195 for less than seven minutes of the worker being out of his truck!  I called to ask what was going on and was told that he was on our roof and ALL of the gutters were clean!  Seriously, he was able to see everything in that short of a time span!  And I was also told the reason I was charged $195 was due to our homes square footage.  He had not even walked around the house!

  
  
  Sincerely,
  
  ******** ******-*******

  Business Response

  Date: 06/25/2025

  As previously stated, we came out per the request of the customer to check and clean the gutters. We checked and cleaned the gutters where needed and took 15 pictures of every gutter on the house. We did what we were contracted to do and took pictures for proof and we require the payment in full for the job. We did not solicit the customer. The customer called us to come out to check and clean the gutters which we did. 

   

  Sincerely,

   

  **** ****

   

  Business Response

  Date: 06/25/2025

  Our estimates are made through ****** Earth. We can see all sides of the house, all gutters, and we are able to get the square footage from measurements and back up the measurements by looking up the home on real-estate websites. 

  Customer Answer

  Date: 06/27/2025

  Complaint: 23496637
  
  I have reviewed the business' response and am rejecting it because:

  I realize the estimate was based on the square footage of our home, but there was NOTHING DONE TO THE GUTTERS!  
  The job that we were given an estimate for was to CLEAN OUR GUTTERS.  The worker told us he was here to clean our gutters.There was absolutely no cleaning of the gutters done in the seven minutes his truck was parked in our driveway.  He then came back after we called the office and took pictures of our gutters with his phone.  NO CLEANING OF OUR GUTTERS TOOK PLACE.
  

  I do not understand why they would dare charge $195.00 based on the square footage of our house when NO ACTUAL WORK WAS EVEN DONE HERE!

  
  
  
  Sincerely,
  
  ******** ******-*******