Complaints

This profile includes complaints for All American Gutter Protection's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  All American Gutter Protection

  800 N Main St Canton, OH 44720-2011

  
• 

  All American Gutter Protection, LLC

  1504 Berkshire Ave Pittsburgh, PA 15226

  
• 

  All American Gutter Protection

  47011 Five Mile Rd Plymouth, MI 48170

  
• 

  All American Gutter Protection LLC

  7052 103rd St Ste 306 Jacksonville, FL 32210

  
• 

  All American Gutter Protection

  5990 Unity Dr STE B Norcross, GA 30071

  

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:10/03/2023

  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 signed a contract with salesperson David ******* on 5/4/22. Received a call confirming install 5/11 from someone in office. Brought up questions I had about condition of gutters and soffit. She said they would "take care of all that" at install. The gutter protection installation was supposed to start 5/11/22. The 2 workers arrived in a dilapidated van and were obviously intoxicated. They stood several feet from the door to tell me that they were there to install my gutter protection, then came around the side of the house and attempted to set up a ladder outside window where I was working. The ladder was crooked and one of the workers was throwing up in the yard. I called David ******* and left a message on his voice mail that I did not want these people working on my house. I also called Anthony, the install manager on his cell # and left a voice mail. Anthony returned my call within a few minutes. He called the workers and had them leave. Anthony came to my house and apologized for the situation. He promised 2 more men would come the next day if I still wanted them to install gutter guards. On 5/12/22 two employees showed up in a company truck and installed the gutter protection within a few hours. They showed me photos of the work from the roof and said everything was in good shape. I paid them by check #*** for $3887.00. I received a warranty by email on 6/24/22. Everything seemed fine until the summer of 2023. I noticed that my front gutter was sagging a little and the guards sticking up. I called customer service (************) on 8/7 at 11:44 am and left a message. Ebony called me at 2:42 pm and filled out a service work order. She said my issues could be installer error and a manager would call me back within 24 hours. No call back, so I called 8/15/23 and left VM at 12:42 PM. No calls received. Called 8/30/23 at 4PM and got a vm from Ebony that she sent message to manager to call. No calls as of 10/03/2023.

  

  Business Response

  Date: 10/30/2023

  AAGP is reaching out to Mrs. ***** today 10/30/23 to get photos of the issue as we only installed protection on the existing gutters and this may be a service charge.  We will gather photos from the customer to get a view of the issues .  If the gutters are pulling away it is more than likely a fascia issue and an additional cost to replace.  Once we receive the photos a service quote will be sent to the customer to approve and if it is determined to be an install issue from the protection the fee will be waived.  

  AAGP was unaware of the situation with the installers and will be looking into the matter further to evaluate.  

  

  Business Response

  Date: 11/06/2023

  AAGP has communicated and responded to Mrs. *****.  We

   

   

  Mrs. ***** has been informed she cannot edit our quote and send back as approved.  We have also informed her that if we come out and check the work the fee is $75 as this is not under warranty.  Also if any work is to be done there is an hourly rate and the total amount to collect will not be known until we get into the work and know what we are dealing with.  We cannot accept Mrs. ***** signed quote until she sends it back into AGGP without editing it to her convenience.  Once this is done we will gladly schedule a day and time for Mrs. ***** service.  

  Customer Answer

  Date: 11/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  AAGP sent me an invoice that was not satisfactory.  I stated that I would pay $75 for them to evaluate the issues I have with their product, but I would not agree to pay  a TBD (their term) amount of money to do the work.  I edited their invoice to explain that and communicated by phone and email.  All they could do was tell me this was the way they wrote their contracts and have a fit because I changed the wording on an invoice.  I asked them to change it and they did not.  Michael ******, customer service manager, could only apologize for the lack of communication since I noticed the problem in August, but he was new with the company and he had been catching up on a lot of customer communications since he started.  Since they would not change the wording on the invoice, I would not sign it.  Michael ****** decided he did not want to provide me service and I decided I would contact a company with a better reputation to service my messed up gutter.   
  
  
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:09/19/2023

  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.

  All American Gutter Protection installed gutters and their gutter guards on my house in ********** **. They came with a lifetime warranty guaranteeing to never clog and to catch and divert all the water coming from the roof. They failed on both accounts. Water will pour out from between the gutters and the house right across the facia boards during even a moderate rain. The gutter guard in completely clogged and I cannot get them free of debris, I have tried several times to clean them to no avail. I have called the company numerous times over several months and they said they would send someone out to look at them. But no one has come out to even look at the gutters, let alone take care of the problem. The guarantee also included a full money refund if they did not perform as they guaranteed they would. This company promises a lot but delivers on nothing. Poor installation, poor product and dismal customer service. DO NOT USE THIS COMPANY. THEY CHARGE A PREMIUM PRICE FOR THEIR SUPPOSED PREMIUM PRODUCT- AND THEIR GUARANTEE IS NOT WORTH THE PAPER IT IS PRINTED ON!

  

  Business Response

  Date: 10/24/2023

  The new *** ** has been in contact with Mr. ******* and is getting a date for an installer to come out and look at the issues.   The previous manager did not communicate properly and we have rectified this by hiring a new ATL IM that is responding to all AAGP customer in a timely manner.  This job is over 2 hrs from our office and we have asked Mr. ******* to please send in more pics not just from under the gutter but a front view to help us determine if this a debris issue on top of the protection or an install issue.  This could greatly help our customer service department determine on how to proceed as if this is a debris issue it is a chargeable service due to debris will build up on roofs, gutter protection but eventually will break up and fall off during a good wind.  For customers that would like this done sooner and not wait out the process we can come out and remove the debris for a small fee.  If we ever find it was an install issue after a customer agrees to a service quote we waive all fees and correct on site.  

  Customer Answer

  Date: 11/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The company has contacted me but said they were unable to evaluate the issue. I told the company there was no debris in the gutters. I did not know to use the portal but was thinking I would be emailed. The new IM did contact me but did not ask for more pictures. I have sent pictures from multiple angles on multiple occasions. The gutters are not aligned properly. They said they were having staffing issues. I asked if they would reimburse someone locally to fix the gutters and the IM said he would have to get approval from the owner. They have not addressed the issue.
  
  Regards,
  ***** *******

  

  Business Response

  Date: 11/06/2023

  AAGP is currently working on scheduling an installer to this area.  We apologize for any inconvenience and for the delay on getting your service completed.  We will have a resolution by 11/6/23 and keep *** ******* informed of our decision.  

   

  Thank you, 

  AAGP Customer Service

  Customer Answer

  Date: 11/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I have not been contacted by the company.  The last notation was that I would be contacted as of 06NOV2023 but I received no phone call nor attempt at resolution.  The company should provide a refund per the warranty agreement but as yet has not.  The screens for the gutters are too fine (a design flaw) and collect debris requiring constant maintenance to remove fine debris that with my prior screens would not be an issue.  Despite routine cleaning of the gutter screens, the gutter angle is such that water overflows and also goes between the gutter and siding.  The company should at the very least come and adjust the gutter angle to see if it helps.  Nobody has come to inspect the gutters.  They keep saying they are having staffing issues and that the location is 2 hours away yet they did not have the issue for installing when being paid.  The company should provide a refund and let me fix the issue with a local company.

  Regards,
  ***** *******

  

  Business Response

  Date: 01/23/2024

  AAGP completed the service at Mr. ******* home on 12/14/23 and got approval over the phone from Mr. ******* along with pics. Mr. ******* employed a previous manager of AAGP for other projects and that person lead Mr. ******* to believe the gutter protection that was installed should be laying flat.  Per AAGP proper procedure all gutter protection is to have a 5-10 degree pitch towards the front of the gutter so water does not flow back but forward into the protection.  AAGP has uploaded the completed service work order stating all the work that was performed. Mr. ******* is stating he was advised this is still incorrect but AAGP has proper documentation and proof of a good installed job.  There will be no refund as the service was complete and everything that is on Mr. ******* contract has been met. This service has been closed by AAGP and Mr. ******* still has his lifetime warranty for the gutter protection AAGP installed. 

  Thank you, 

  AAGP Customer Service

• Initial Complaint

  Date:09/06/2023

  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.

  We signed a contract for new gutter guards and to have a hole above our gutter guard repaired. It was not completed intiaially due to a birds nest being in the hole with angry birds still in there. We agreed to call in a month, when the birds had flown. We have not had success with getting the job finished. See attached documentation.

  

  Business Response

  Date: 09/18/2023

  Mrs. **********, 

  We have you on our list and trying to get through multiple services left by the previous install manager.  We understand your frustration but appreciate your continued patience as we will get this completed for you as soon as possible. 

   

  Thank you, 

  AAGP Customer Service

  Customer Answer

  Date: 09/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  

  This is NOT ACCEPTABLE to us. As we said in the original complaint-The original scope order was #1 to fix a hole above the back of our gutter. When the crew came, they could not fix the hole due to a birds nest and angry birds. They felt it dangerous to be on a ladder with birds flying at them. We agreed to call them in a month when the birds had left the nest. We have called since July 19 with no success. Only empty promises to call back or come out. We called a contractor this week who will be out in TWO days to do the repair. The estimate is $500.00. We would like AAGP to reimburse us the amount as we figured that amount was in the original $3000.00 we paid them up front. We will be glad to forward the exact amount for the repair after the current company has finished. 
  Regards,

  *** * **** **********

  

  Business Response

  Date: 10/03/2023

  AAGP will be calling to schedule for next week. The work needed is way under $300 and will not reimburse the cost if you have it completed by another company.  We have communicated with you and let you know the situation that we are under staffed and as much as we would love to complete sooner we were unable to do so.  If we were allowed this would have been completed the day of original install but we did not per your direction.  

   

   

  Customer Answer

  Date: 10/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  10/5/2023 
  See original statement. 
  You are incorrect.  
  Salesman **** came 6/1/23.  After looking at the picture of the hole above the back of our gutter, then looking from the ground up to the area, he clearly saw there were birds still nesting in the hole and we ALL agreed to wait 2 weeks so they could vacate.  
  6/21/23 the AAGP crew arrived.  They had no order or knowledge of a repair job.  As they replaced the gutter guards, THEY suggested waiting a month to repair the hole allowing the birds to completely vacate the nest.  In their words, “They did not feel completely comfortable being 12 feet up on a ladder with angry starlings with big sharp beaks flying at them”. 
  We agreed-One month. 
  We called July 19, 2023, to schedule the repair.  We were still waiting with no results 2 months later.  We called another company who, in THREE days, came and repaired the hole above the gutter. 
  Incidentally, YOUR crew also told us that our existing gutter guards were fine, and our gutters were clean.  That was our $3,000.00 mistake for letting your salesman talk us into new guards without checking the existing ones.  We are asking for the $485.00 that we paid to another company who came in a timely manner, THREE days, and repaired what your company did not do in 2 ½ months. 
  
  Regards,
  
  *** * **** **********

  

  Business Response

  Date: 10/25/2023

  AAGP is willing to send the homeowner a portion of the amount they ended up paying but will need to see a receipt as this was just additional work we were doing at no cost for the customer.  It was a small hole that was being patched only... with material and labor this would not have exceeded over $150.  This could have been taken care of at time of installation but the homeowner requested we come back once the birds abandoned the hole.  With issues like this we do while in the area as it is a 2nd trip that we pay the installer for.  The homeowner was communicated with and we apologize that we could not get to it sooner.  The product you purchased from is working as it should and has nothing to do with the hole in the fascia that was preexisting before our install.   I would like to remind that there is a lifetime warranty with our product and that you have had no issues with what you paid for from AAGP.  The VP of Customer Service will also be reaching out to talk about this as we always want to mend any broken relationships with our customers so we can take care of any issues that may arise in the future.  

  Customer Answer

  Date: 11/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  *** * **** **********

  Customer Answer

  Date: 11/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Once again you are incorrect in several places in your response. When we spoke the first time
  to your salesman ***** WE asked to wait 2 weeks before starting the installation to let the
  birds vacate their nest which was right above the gutter. (Originally the message taken by
  E**** was that we had a hole in our gutter guard and needed it repaired. No mention of
  replacement gutter guards. **** showed up with no ladder and had no idea about the request
  for a repair. We should have known that there was a lack of communication at the company.)
  When the installers came on the agreed date, June 21, 2023, they had no mention in the work
  order for the repair of the hole. We showed them the area, they said this happens frequently
  that they do not get the complete order, but they had the necessary materials to do the repair
  and would do it following the installation of the gutter guards. When the installer climbed his
  ladder to start the repair, he came back down and said, HE was not comfortable being on a 12-
  foot ladder with angry birds with sharp beaks diving at him. HE requested that they wait
  another month to insure the birds had vacated the nest. We asked if we could call him to come
  back and he said that we would have to call AAGP to reschedule. This was stated previously to
  you I our responses dated 9-5-2 and 10-5-23.
  We called from July 19th
  to August 28th with no response other than someone will call you back
  to reschedule. This never happened. We called a local company on 9-18-23 and within a week
  they had come, viewed the area that needed to be repaired, performed the work on 9-22-23,
  and we were done.
  I am including the receipt (again) It was estimated that the work would be about $500. It
  came in slightly under that at $485. I do not believe your company could do the repairs for
  $150.
  As for your statement that the product we purchased and had installed is working as it should
  be: we assume it is, however, no one has climbed a ladder to check on the product since June
  21st, the date of the installation. So, your statement is just an assumption. We hope it is
  working and is more reliable than your company.
  
  Regards,
  
  *** * **** **********

  

  Business Response

  Date: 11/20/2023

  AAGP stands by its final offer of the $150 refund as the company you hired did more than just patch the pre-existing hole...which is all we were going to do during the initial installation but did not take place due to the customers request.  We feel this is a very reasonable offer and would like to remind you of the lifetime warranty on your gutter protection. If you have any service issues please call us at ************** and we will be sure get it handled for you right away!

  Thank you, 

  AAGP Customer Service

  Customer Answer

  Date: 11/21/2023

  November 21,2023

  We accept your offer of $150.  But in your records, we want it shown that YOUR CREW requested we wait.  NOT us. 

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *** * **** **********

• Initial Complaint

  Date:09/01/2023

  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.

  We hired All American Gutter Protection to replace our gutters on 2/16/2023. We paid them $7500 to install gutters on the whole house, replace fascia and soffit at three corners of the house, and to clear out downspouts. On the back corner of the house, they did not replace fascia or soffit and attached the new gutters to rotten and warped wood. This area was pointed out specifically due to the old gutter pulling away from the rotted fascia board causing a huge waterfall (I have a half dozen videos over the summer showing the issue and the damage it has caused to our foundation). The new gutter was also not aligned or sealed properly and after just a couple of months from being installed it started pulling away from the house due to poor alignment and rotten/warped wood started overflowing producing a waterfall outside the gutter and in between the gutter and the fascia board. We have tried to get them to come back and correct the work during early summer. They sent someone out and they acknowledged that there was a serious issue with the installation, however they always had an excuse as to why they could not do the work (ex: that they did not have a ladder that was high enough, or that it would need to be escalated) They just kept blowing us off for months scheduling appointments and then not showing up. The business has not tried to resolve the issue. Job # ATL616. Google Business review listed them as 5.0 stars. According to work order and receipt their number is 1-888-737-0380, AAGP - Atlanta, 5990 Unity Drive Suite B, Norcross GA 30071. The person that has been giving me the runaround is Adrian. His number is 404-579-8263. I also have the number of Eric who was the person who was supposed to do the work, who said that he needed Adrian to rent a ladder. Our contract provides for a year warranty. If your office needs to see the contract or any of the videos showing the issue, please let me know, and I can email them.

  

  Business Response

  Date: 09/18/2023

  AAGP would appreciate if the phone number for the previous install manager was removed from this complaint as he is no longer with the company and even so.. it is a personal phone number.  

  AAGP has moved on from the previous Install Manager named in this complaint and we will be contacting the homeowner to resolve the gutter issues.  We sincerely apologize for any inconvenience as we do not run our services this way as a company.  We appreciate your patience and someone will be contacting you to talk about the next steps. 

  Thank you, 

  AAGP Customer Service

  Customer Answer

  Date: 09/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  All American Gutter's Customer Service Department, said that they would escalate, however we never received a status from Customer Service specifying that the previous manager was let go, and that they would be sending a new crew to complete the work.  This is the first time we have been informed that your company was training a new manager and would need several weeks to come to Atlanta. There are no recordings detailing the response that you just provided. Again, we are ok with you calling us and giving us a definitive date to fix all the issues with our gutter installation.
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 10/03/2023

  The new Install Manager will be calling to get you on the schedule.  We ask for your patience as we get through the list of service tickets in that region in the order they were received.  Our customer service department has relayed this message during calls and we will be contacting you to get you on the schedule. 

   

  Thank you, 

  VP of Customer Service

  AAGP

• Initial Complaint

  Date:08/28/2023

  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.

  5/10/22 I purchased brand new gutters with the company as this would include the lifetime warranty as well as cover me not having to ever clean out gutters. So I thought for the $5000+ I paid it was worth not having to do any maintenance and work as their ad at the home show stated their gutters allowed the water to flow through without allowing debris to enter thus no clogging. So to my surprise I receive an HOA violation that my gutters need to be cleaned as the debris is building up on the gutters. I contact customer service and reach Eboni who provides and invoice for $185 service call and $50 per hour to clean. I ask them to remove the splash guards as this is where the buildup appears to be sitting-since the water can't get through nor can the debris pass. I receive a bill from Eboni and note that states since the splash guards were removed this voids the warranty. I have attached the warranty which does not state anything about the splash guards removal voiding the warranty. I have requested to speak with a manger on 4 different occasions, however I only reach Ebony the customer service representative who is very rude and condescending and assured me her manager was given an email to call. I first requested on 7/31 a manger return my call to explain why I would be billed when I have a lifetime warranty and was told the manager would get back to me in 48 hours. To this date I have not received any communication from a manager to explain this error in billing and conflict with their guarantee of service. The technician who came out stated that was a problem they ran into with all the homes they put the splash guards on. I explained this conflicted with the advertisement, he stated he was only the technician who cleaned up and did repairs and does not do initial installations. This seems like a total misrepresentation of services with no management follow through.

  

  Business Response

  Date: 08/29/2023

  Mrs. *******, 
  AAGP customer service spoke with you and explained the reason splash guards are installed and why they are needed in high flow area of a home.  We also explained why they didn't allow the debris to fall off the home and why you were given a leaf blower extension to help with this issue at no extra cost at time of the install.  The district manager you requested to speak to did in fact call you as he is the one who scheduled the service with you.  AAGP sent you a service quote to remove the splash guards and clean any debris which you approved by email.  Once the service was complete you refused payment even though you agreed to the quote you were given.  The gutter protection warrants against any debris from ever getting inside your gutters and that no debris will permanently adhere to the top of the protection.  This does not happen over night in some instances the debris may be wet and need time to dry, or just needs a nice wind to blow it off.  For customer who would prefer not to wait we provide a service for a small fee to cover the cost of the crew. 
  Once you refused payment a bill was sent out and after 90 days if bill is not paid in full it will be turned into collections.  
  

  Thank you, 

  
  VP of Customer Service
  ALL American Gutter Protection

  

  Business Response

  Date: 11/06/2023

  AAGP VP of Customer Service will call Mrs. ******* today to go over her debris issues and our warranty coverage.  The system is designed to keep all debris out of the gutters and not allow it to permanently stick to the protection.  Over time the debris build up will dry, break up and be removed from the protection with a good breeze.  If a homeowner chooses not to allow the debris to fall off on its own AAGP can clean off the top of the protection for a small fee as we do not warranty against mother nature.  We look forward to speaking to Mrs. ******* about this and will explain what is covered in her warranty in detail. 

  Thank you, 

  AAGP Customer Service

  Customer Answer

  Date: 11/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have not received a call to date from any one in this company. My issue was that the product guarantee was not backed thus costing me an additional almost $300. The reply says there can be breakdown over time, I have only had these new gutters for a year. So if this is the breakdown process, that means what I paid for for not even last me 5 years. At this point, I'd like for them to take these gutters down, refund my money so that I can go with the other company who absolutely backs their products. If they wish to reply, I'd rather they email me so that we have a paper trail of the conversation in which the information keeps changing. I have requested contact from a general manager or an owner, yet I keep getting told one has called me, one will call me and that has never happened. This is very frustrating when I paid over $5000 for brand new gutters.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:08/21/2023

  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.

  All American Gutters were installed 3/30/23 by very professional men. All was well with gutters until first heavy rain and we found several leaking corners. I called company 7/3/23 and received a call a few days later from an installer who advised he was on vacation but would contact me soon to set a time for repairs (he advised that the leaking corners were not uncommon and should be an easy fix). Since that call nothing has happened ,I have made numerous calls trying to get repairs done with many promises being made that a manager would call. I have reached out to the corporate office and they advise they can do nothing and send me back to the service department. I’m not unhappy with the gutters just the lack of service. A big part of the sales pitch is the “lifetime warranty “. I’m concerned the warranty is not valid as I can’t get a simple adjustment on gutters that are 5 months old. As happy as I was with my initial purchase and I would have recommended this company to others, now I’m not so sure.

  

  Business Response

  Date: 08/21/2023

  AAGP currently has a service work order for the customers issue... We are currently training a new install manager to assure all customers needs get met at our CIN branch.  We have asked Mrs. ********* to be patient during this transition and have communicated that through the customer service department.  The new Install Manager will be reaching out soon to give an update on the status of your service.  Just to clarify AAGP installed gutter protection on the customers existing gutters while cleaning them out along with resealing all miters.  

  We appreciate your patience.

  AAGP Customer Service

  Customer Answer

  Date: 09/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I filed my first complaint in August of this year only to find out an email was sent to me in response to my complaint. Unfortunately I did not receive the email and only received email from BBB that complaint was closed as I had not responded. One of the managers, ***** from All American Gutter Protection left a voice mail on 8/20/23 advising the company knew of my warranty issue and he would get back to me within 2 weeks to schedule the needed repairs. As of today 9/14/23 I have not heard from this company. I left a message with them to contact me. My first complaint was sent mainly in hopes the company would contact me which they did. However, nothing except a voice message has been done since. The Gutter covers were installed 3/30/23 and my first phone call to advise of the many leaks with those covers was July 3, 2023. This is absolutely unacceptable for a company which touts a “life time warranty” to respond to customers. I would never recommend this company to anyone.
  
  Regards,
  
  ******* *********

  

  Business Response

  Date: 09/18/2023

  The leaking miters are from the customers existing gutters that we installed our protection on top of.  We seal all end caps and miters before doing so but sometimes the sealant doesn't always take. The previous install manager is no longer with the company and we are getting through all services.  The protection is under a liftetime warranty but that does not cover the existing gutters.  Since the leaking in the existing gutters is under 1 yr we will still come out to reseal... we just as for the customers patience as we get through the list of services left by the previous install manager.  

  Thank you, 

  AAGP Customer Service

  Customer Answer

  Date: 09/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  I’m not sure how an assessment of the status of my gutters and covers can be made without someone physically seeing them first.  When gutter guards installed we were advised to call if there were any issues, this included leaks as per installer.   93 days after installation we had issues and I called your company.  The first person advised that according to records, or his knowledge, it was starting to rain when guards were installed and that the sealant sometimes does not work and leaking happens.  I don’t have an issue with there being a problem with the guards my problem is it’s been 81 days since I’ve first contacted you with no resolution.  I have been extremely patient so to state that “we are asking for a little patience “ is unacceptable. You stated that “since it has been under 1 yr, we will reseal the gutters”, my fear is that it will be over a year before they are repaired and your excuse then will be “not my problem.”  
  
  Regards,
  
  ******* *********

  

  Business Response

  Date: 10/03/2023

  AAGP has never nor would we every tell a customer "this is not our problem".  You currently have a service ticket in that shows when the ticket was made and this service will be valid until it is completed.  As much as we would love to come fix the issue tomorrow we are currently short staffed in that market and working diligently to get though all service tickets in the order they were received. 

   

  Thank you, 

  VP of Customer Service

  AAGP

  Customer Answer

  Date: 10/06/2023

  I do appreciate being short staffed, we have our own small business. However, not communicating is my issue.  At no time has anyone from your company let me know a work order is in place and you are working down the list, that would have been very useful information.  I would appreciate a call from the manager handing this issue on an approximate date of repair.  
  

  Regards,

  ******* *********

  

  Business Response

  Date: 11/01/2023

  AAGP has in fact spoken to **** ********* on multiple occasions and stated the reasoning as to why the issue was taking longer than usual to resolve.  We take pride in making sure all of our customers are happy with the product we installed as you have a lifetime warranty for the gutter protection on your home that is working very well.  As a reminder this was installed on your existing gutters and sometimes the sealant does not adhere properly the first time.  We have a service work order created and the Install Manager has called and left a message with you today so we can get you on the schedule for service.  We understand your frustration and are doing our best in that area to resolve all service issues. We will strive in the future to meet your needs in a more timely fashion with better communication as you do have a lifetime warranty on the gutter protection.  

   

  Sincerely, 

  VP of Customer Service

  AAGP

  Customer Answer

  Date: 11/06/2023

  I received a call from ****, manager of American Gutter Protection, to schedule the repairs to our gutter guards.  The contractor showed up, later than expected but he did show up and hopefully repaired the leaks.  He was. Wry cordial and professional as was *****  I am relieved to have this repair finally finished.  
  

  Regards,
  

  ******* *********

• Initial Complaint

  Date:08/21/2023

  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.

  Earlier this year I purchased gutters from All American Gutter Protection after I met with the salesperson and was informed that it would fix the leaking I had on the backside of my house. The gutters was installed but notice after rain the gutters would leak from the center. So I contacted the sales rep that I worked with and he informed me that he is no longer with the company and provided a person to reach out to that will address the issue. I contacted the person and was informed I will be put on the list to have someone come out to evaluate the issue. After not hearing from the person in a certain amount of time I was ok, let me contact Customer Service and open a request. They were very helpful and got me in touch with an individual. I spoke with them and they indicated they would come out on July 22 and the 29th someone will be out to fix the issue. On both days no one showed up nor called. I even reached out to them and no response. So I contacted customer service they responded back that they have escalated the issue. But as of today I still have not had anyone reach out to address the issue. This has been going on for months and has been very frustrating and feels like I have been given the run around. I would think since they offer a warranty it would be better for customers to reach out to them and get a response back to correct the issue in a timely manner. As getting gutters done is a process that should protect a person's house and with all the rain that we have had in the past weeks it does not feel like that when you have an issue that needs to be address. I would like to get a response from the company and get the issue resolved as soon as possible.

  

  Business Response

  Date: 08/21/2023

  We are sorry to hear your issues with your gutters have not been met yet.  We pride ourselves with good communication with our customers and not sure why who have not been given the type of service we expect.  The VP of Customer Service will be reaching out to you today to listen to your concerns and see what he can do to get this moving faster and make sure you receive better communication.   Thank you for bringing this to our attention. 
  

  AAGP Customer Service 

  Customer Answer

  Date: 09/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This issue has not been resolved. I was informed someone would contact me but no one never did.
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 09/18/2023

  *** ****** 

  We have moved on from the previous install manager and will be training a more reliable fit to take over the ATL office.  We will be contacting you about your service within the next 2 weeks.  Looking at your contract you are stating the gutter is bent but the gutters were already existing when we installed the protection. We will schedule to assess the issue.  Thank you for your continued patience. 

   

  Thank you, 

  AAGP Customer Service

  Customer Answer

  Date: 10/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Can this case possibly be reopened? I got a notification that my case has been closed and the only response I received is that someone will contact me to address the issue from the company within two weeks but to this day no one has contacted me; I have actively been trying to get a response from the business to discuss this issue but I have not been contacted by them to address the issue even though in their message that they will contact me within two weeks but that still has not happened.
  
  Thank you for your time.
  
  Thanks,
  
  ***** *****

  

  Business Response

  Date: 10/03/2023

  *** ****** 

   

  Our customer service department has been in contact with you and let you know we have your service on our list and will be getting to all services in the area in the order they were received.  We are currently short staffed in that branch and working diligently to complete all service.  We ask for your patience as you do have a warranty and we will be getting to your service as we look to get back to full staff and resolve your issue.  

   

  VP of Customer Service

  AAGP

  Customer Answer

  Date: 10/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********* and have spoken with the manager on Friday, October 6, 2023 in regards to the issue and steps forward. I find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***** *****

• Initial Complaint

  Date:08/17/2023

  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.

  On April 7, 2023, I paid All American Gutter Protection $4925.00 to install gutter guards on my entire home (contract number *** ****). They left one section of gutter (about 6 feet long) undone because of a bird's nest in the gutter and told me that they would be back the following week to finish up. They have never returned. Also, there are three sections of the installed gutter guards that are clogged. I'd like them to finish the job and take a look at the three problem sections. I have spoken with ***** at their help desk six times, and she has always said that she'll contact their service manager to finish the job, but no one has ever arrived.

  

  Business Response

  Date: 08/17/2023

  We apologize the for delay.  We are currently transitioning to a new project manager for this office and we will be contacting you to take care of your service.  All of our customers are very important to us and we appreciate your patience while making this transition as it will help provide better service to our CIN customers. We had customer service provide communication to all customers to let them know we will be in contact. The new manager will be contacting you very soon.  
  

  Thank you, 

  AAGP Customer Service 

  Customer Answer

  Date: 09/12/2023

  Better Business Bureau:
  
  All American Gutter Protection. Not sure where we are with this complaint, but ****, the All American service manager called me two weeks ago and listened to my issues. He said he would follow up in a week, but I have not heard from them.
  ***** *******

  

  Business Response

  Date: 09/18/2023

  AAGP left the open 6' section per the homeowner request as they wanted to wait for the birds to leave instead of us removing.  AAGP will schedule a day and time to install the remaining 6' section with the h/o with another job in the area.  We will be reaching out to the homeowner to do so. 

  Thank you, 

  AAGP Customer Service

• Initial Complaint

  Date:08/16/2023

  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.

  Paid All American Gutter Protection $5,500 in late May 2023 for installation of all new gutter guards on existing 2-story home gutters. The sales person went over the scope of work several times before I signed the contract, and reiterated frequently that the company would thoroughly clean all gutters, then make sure gutters were properly angled for water flow, that additional support would be installed to handle the added weight of the guards, and that all gutters would have guards installed and secured. In early July of 2023, about one month post-install, we had a couple of days of rain storms. At least one of the gutter guards came completely off and ended up wedged up against a bathroom vent stack on the second story roof. We also noticed during the rain that the downspout on the corner of the back patio by the french doors was still very clogged with leaf debris, and was overflowing with water squirting out of the elbow joint. After closer inspection to all gutters on the home, there appear to be several areas where the first row of shingles were bent upwards to install the guards or their supports, and then never tacked back down, so there are several sports where the shingles along the gutters now curl upwards, presenting a risk for water damage. I began calling the company July 10th. It is now August 16th and they have returned exactly ONE of the dozen or more calls I have made to them. Their customer service people repeatedly tell me "someone will call" and they never do. Their supposed head of installation assured me two weeks ago that they would reach out to schedule a repair. Hasn't happened. I want an install team out to my home to replace the piece that came off, check all other guards to make sure they are attached properly, check all shingles and clean out the downspout. This is all work I have already paid for. Communication from this company is terrible, and they do not appear to stand behind their work.

  

  Business Response

  Date: 08/21/2023

  Mr. *****, 

  We apologize for the delay as we are currently training a new manager in the CIN office.  With move was made to ensure all of our CIN customers would get a better response time and get their gutter needs met.  With this change we have reached out to all customers from our customer service department and let all customers know that there will be a short delay in services but will be getting to each and every one of them as we take pride in our communication and customer service.  We have communicated this to you on multiple occasions and we do appreciate your patience during this transition.  The new Install Manager will be reaching out to you soon to give an update on your gutter service.  

  Thank you, 

  AAGP Customer Service

  Customer Answer

  Date: 10/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is still not a solution, only more excuses.  The business response claims that they "have never refused to do the work" required to finish the installation, and they're correct,  as technically it's not possible to refuse to do work when they simply don't respond to requests at all.  In the past 30+ days I received exactly ONE phone call form the company, from a brand new install manager who was no longer with the company two weeks after said phone call.  They say I am "on a list" and they will "get to me as soon as possible in the order requests are received"...it has been 90 DAYS, how many installs has this company messed up that it is taking them more than 3 months to process all the requests to come out and finish what they were already paid to do?  Are they prioritizing new business over repairing/finishing work they have already done?  They claim they are having employment issues in the Cincinnati office.  Fine, then send crews from Columbus and Cleveland and wherever else to take care of customers who already PAID for work that wasn't done properly or finished.  

  I have informed VP of sales Mike ******* by voicemail on 10/4/2023 that I have retained legal representation in this matter.  On advice of my attorney I have asked that AAGP communicate to me by end of business on 10/11/2023 a date between now and 10/31/2023 that they will have someone out to finish/repair the installation they have already been paid for.   Bottom line, this company did not complete the job they were contracted to do and paid to do, and now they want me to "be patient" for months with no communication or idea of exactly when they will actually finish the job, if ever.  NOT ACCEPTABLE. 

  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 11/06/2023

  AAGP will be be scheduling Mr. ***** service today and getting him on our schedule.  This service should be completed no later than this week and once again we apologize for the delay as we are transitioning managers and getting through our service list.  

   

  Have a great day and we look forward to getting this resolved for you. 

   

  AAGP Customer Service

• Initial Complaint

  Date:08/15/2023

  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 signed a contract on 9/6/22 for new gutters for $3,250. Drainage issues and leakage became apparent in the next months and on 7/13/23 another gutter service, ******** Gutters, here in ************* ** determined the installment was of poor quality and following were missing: drip edge extenders, along with missing outlet from upper to lower gutters causing roof leaks into shingles and drywall below. Also, downspouts were installed with wrong-facing elbows causing pooling and sitting water around our house. ******** Gutters looked at my contract and advised I was under warranty with **** and advised to call **** to correct. For months I've called **** and spoken to admin ****** I also spoke to Customer Service VP '******* *******' - ***** would not give me his last name. **** asked for pictures - I have no ladder but asked if someone can come look, said he can't help without pics. ***** the local service manager came out and took notes - said **** VP of customer service makes the final decision. For 6 weeks I've called ***** for updates and she says each time "I just put the proposal on ****'s desk and you should have an email soon". No email, same spiel each time I call once a week for 4 weeks. My warranty ends 9/6/23 and still no proposal or solution.

  

  Business Response

  Date: 08/16/2023

  Mrs. ***** was never told that we could not help her without pictures... we advised her that we were able to help her better if she had pictures even if they were taken from the ground or from the person that was up on the roof claiming there were issues.  We are putting together a quote for Mrs. ***** as this was not an install issue but a lack of drip edge located on the home. We will have the quote sent to her by the end of this week.  If she approves the install manager will call to give her an install date.  We apologize for the delay but just want to reiterate this is a paid service as the issue we found was the lack of drip edge which is actually a roof issue.  

  Thank you. 

  Customer Answer

  Date: 08/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  VP of customer service **** focused for several minutes on my lack of pictures, I explained it's only me in the house and I did not have a ladder therefore I disagree with his statement on this matter. **** had a local service manager who could have come out earlier to view the issues but his help was not initially offered until I called back several times for assistance. Drip edges are vital to effective gutter systems when gutter companies install them - my gutters from this company leak between the roof and the gutters. I hired a professional gutter company to help with water flow and drainage and expect them to at least point this out and/or offer to add them. All American Gutter did not offer a solution but instead simply attached gutters to my house. Also not addressed are the incorrectly installed downspouts and elbows directing water back towards the house. One gutter that is above another in front of my house is also missing an essential drilled hole to help with water flow - which for now is flowing backwards under my shingles. I am under warranty but am now offered 'an estimate' so I can pay more for some of problems that a professional roofing company should have addressed initially. The numerous calls and the lack of attention or sense of urgency to the matter via phone conversations was also frustrating.  
  Regards,
  **** ******

  

  Business Response

  Date: 09/18/2023

  Mrs. ******* 

  AAGP came out and completed the scope of work that was on your contract in full.  We gave you a quote for the additional work due to the need of drip edge extension in multiple areas, extra downspout extensions you requested after install and the capping of the gutter and adding a downspout to the lower gutter.  We can and will gladly complete this for you once you accept the service quote.  Once again AAGP completed all work on the contract but additional work was needed, hence the new quote to complete the work.  

   

  Thank you, 

  AAGP Customer Service