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:11/02/2023

  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.

  Contractor was hired to replace two section of gutter and one downspout, and to replace the wood behind the downspout. Contractor did a terrible job of installing the large section of gutter, it is not appropriately fixed to the house and is pulling away from the fascia board. Contractor did a terrible job of caulking the wood behind the downspout. They came back once to fix other issues as well is these two, but work remains unsatisfactory. Owner of the franchise said that he would stand by his work and to get a quote to fix the caulking, but then only offered 1/3 of the price as a refund. He states that I gave him the wrong caulk to use, simply not true (I have been in the construction industry for 38 years). He also states that the gutter not being flush with the fascia board is because the house is not square, again completely false. The gutter is at a 30 degree angle from the fascia board, simply unacceptable. Contractor did not have the appropriate ladders (no outriggers or roof standoffs) for the job, left screws, gutter hangars, tools, and a vape at the jobsite in my driveway and in front of the neighbor's driveway. After the second visit, they left another tool (stepstool) at the house, and came back 2 days later to pick it up.

  Business Response

  Date: 11/04/2023

  I met with this homeowner on 5/22 to talk through his project. Homeowner wanted us to replace some portions of his fascia and corner post which have rotted out. He said he would provide the painted trim pieces for us to install. He asked what kind of sealant he used, as he wanted something which was paintable. I let him know that we use an industrial grade tripolymer sealant which is paintable, however he insisted that he provide the caulk to be used on the project.

  Homeowner did provide exterior caulk, but it was the cheapest exterior caulk offered, had terrible elasticity and was difficult to work with. Additionally, it was a completely different color than the painted wood trim so it stood out. Homeowner did point out this issue to us, along with the other concerns. I have included the photos of the caulking he was not happy with, along with photos of the upper gutter run prior to the work we did on 6/1. Our system does date and time stamp photos when we take them. I have zoomed in on that photo also so you can see the previous gutter was not sitting flush either.

  Even though his concern with the caulking was due to the inferior product he insisted we use, I did offer the homeowner a refund. In the project, we had included $250 cost to install these replacement trim boards. I offered the homeowner $400, which seemed reasonable, especially since he had received a quote of $450 from a contractor to fix this issue. His response was that he wanted a full refund of the project ($1,106), plus an additional $450 to cover the fix. This did not seem reasonable, given he was happy with the majority of the work we completed.

  I have known ******************* for over 5 years now, I met with him previously at my previous company in my role as a sales rep. In the five years I have known him, he has had the same long list of work he wants done to his home and has not made progress on it. I have included photos of other areas of the home which are completely rotting out. It seems like he was aware I am a small business owner and it trying to take advantage of the situation to help cover the cost of years of deferred maintenance.

  Please let me know if you have any questions or need any additional information.
  

  Customer Answer

  Date: 11/21/2023

  So the contractor's response was to personally attack me.  Unbelievable.  They have not fulfilled their obligations and are completely unprofessional.  The gutter is now pulling away from the house, and the caulking job is a complete eyesore.  They have offered no resolution, and are lying about the amount of money that they offered to "fix" the problem.  Dispute remains unresolved.